Business ProfileforFactory Expo Home Center

The absolute worst place to buy a home. Since they have been paid, they will not help fix anything. The home is 6 months old and I have cracks in the walls, shower doors that will not close, kitchen drawers that cannot open without hitting each other, crooked windows, crooked doors, leaking A.C., my Kitchen sink making a horrible noise, my drawers are peeling, and so much more. Both Champion and Factory Expo Homes just give me excuses as to why it is not their problem. They waited months to send anyone out to even look at the problems, now they say it's been too long to fix anything - so it's my fault they had no one to send. Good Job, that is customer service for you.

Our Regional VP of Sales will reach out to you to discuss your cosmetic concerns. We would like to note that ******** Homes handles all warranty items regarding your home and that cosmetic items are to be reported within 30 days from shipment. Your additional list of cosmetic items that was submitted in December is being reviewed by ******** Homes to ensure that your concerns match the original list. ******** Homes will provide you an update once they have reviewed.

Please note with the holidays and vacations taken around this time of the year that it could be after the New Year that you hear from someone.

Thank you for the reply.
When your home is delivered, you are given a *punch list* to write down all issues - cosmetic or otherwise - with your house; you submit this form ONE TIME. The top of the form indicates you have 45 days, but when we attempted to turn ours in before that mark passed, we were advised to spend some time in the home with the power and water on. How could we have reported cosmetic issues in 30 days to fall under that warranty?
When the home was delivered, we could not move in for 45 days while it was set up - one assumes *shipment* means the home leaves the factory and is delivered. How were we supposed to report cosmetic issues in 30 days of shipment?
When receipt of our punch list was acknowledged via email, it said the cosmetic warranty expired after a year, and the service department had 30 days to call and schedule a visit. When this call did not happen, we were told we were in line behind several other families, each of which must be complete before we could begin. Several months passed before the service department contacted us for this appointment - and now we are being told we were held to a 30 day period? You could not honor a 30 day period, there is no way you can hold us to one that was impossible and unreasonable for us to keep.

Please understand, I left quite a lot out of my review. There is not a single room in my home without some sort of issue - they all have crown molding gaps that have never been filled at the very least. Just the master bathroom alone has a shower that must be completely removed and redone because the walls are so out of plumb the doors will not close correctly, double entry doors were reportedly fixed once, and left with a 3/4 to 1-inch gap in between them, allowing you to see inside, and a ceiling fixture placed into a hole that was cut way too large then attempted to repair with what looks like caulk. Half of my kitchen must be removed due to drawers that slam into each other when you try to open them, I have a large obvious line cut into my floor I was told was *Industry Standard*. Do we have a time frame for any of these known needed repairs? Nope.
But at least these problems are not dangerous - the service crew placed a strip of trim on the side of my small appliance center, leaving 2 large exposed nails that slice my fingers if I am not careful reaching in. Many problems like this have developed due to poor workmanship - the marriage line of our home is developing cracks, a rather large one starts above the chair rail and has almost reached the ceiling, only feet away from a large ceiling dip on the line. Others are in areas already repaired by the trim out crew - still on the line. We are aware a good deal of this falls onto Champion, but not all of it. Many issues, like the marriage line, stem from the contractor Expo recommended, contracted, and cut the check to before they knew the work was done. He caused the above-mentioned AC leak, did not reseal the moisture barrier, left a pile of bricks mixed with mortar and other trash in our yard, placed the shingles horribly unevenly, and much more. But probably worst of all; the door to the underpinning is on the opposite side of the home from the utilities, and into the side of a hill, covered by dirt from rain. We asked for it to be placed on the end with the utilities - as they usually are. My disabled, double-knee replacement husband, was forced to crawl the entire length of the house to fix a water issue, also caused by the contractor.
We asked Expo to help us with this - they said it was not their problem - not their employee, not their issue. We asked for his insurance information, they refused to give it. They finally contacted someone about the AC after months of complaining, but none of the other issues have received more than a mention - except one very recent promise to contact him.
THAT is most of the problem - we have been told our issues are someone else's responsibility by pretty much everyone. The factory rep has not opened my last email in over 2 weeks. Plus, we discover new and amazing things wrong with our house every day (noticed JUST last night that BOTH sides of the back door frame where it meets the rail look like they have water damage - it has that brown spot look of water damage - considering the siding issues and the floor being uneven, who knows ?) and if I report this what will I be told now? It doesn't fall under the 30-day cosmetic issue clause? Whatever happened to our 1-year warranty? Our home was delivered in June, the year is half gone, and we can't get the basic factory work completed, let alone a warranty claim.
We purchased a NEW home - and like anyone else we expected at SOME POINT, it would be in new condition - after that, life happens. Instead, we sent a 7-page punch list that has 6 -pages left of work to do, and the problems keep mounting. I would not wish this experience on anyone.