ComplaintsforClayton Homes, Inc.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 5, 2024, I gave Clayton Homes in Greeneville, TN $1000 off of my debit card as earnest money. After approval I learned my credit score was not good for a good rate, so Clayton Homes said I would have my earnest money back. They sent it to an old address. The manager said the check goes to the address on the bottom of the receipt. It was addressed to a trailer park without a lot number, so the post office said it would return back to Clayton Homes. I have been waiting for almost 2 months for my refund. The last phone conversation the manager said I would get my refund "if" it comes back to the Clayton Homes in Greene ille, TN. I call now and don't get any answers. I email and get no answers. I want my earnest money back as promised.

  Business response

  10/01/2024

  Ms. *****, We apologize for any delays regarding your refund. Our Corporate office cut your refund check # 456142 on 8/22/24 and send it via Fed Ex to the home center on 8/29/24. They in turn mailed the check to you. We are sorry it has not been received. I spoke with our accounts payable team and in order to place a stop payment on the original check and reissue a new check to you, we would need you to confirm in writing that you will not attempt to cash check #456142, if it is received. Can you please state that in an email to ********************************* ** ***************************** and we will get that processed? Also, please confirm what address that should be mailed to and we will request that our corporate office Fed Ex it to you. 

  Business response

  10/02/2024

  The additional information from Ms. ***** was received. The new check is being processed and should be send to the home center Thursday via overnight mail. Ms. ***** can pick the check up there or we can mail it again to her correct address. 

  Customer response

  10/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22361348, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

   

  The business offered to write another check for me to pick up at Clayton Homes in Greeneville, TN.  I am happy with this resolution.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Thank you first of all for taking my complaint. I brought my house last year in July, but it wasn't ready for me to move until November 2023. I'm a 70 year old elderly woman and this is my first home. I've been through a lot in my life time with living situation. So I decided to buy a home to have a piece of mine. I have had so many problems with this home and trying to get Oakwood to fix all the problems that occurred since I moved in. They have done nothing but give me the run around. My house payment is over a $1000 Dollars a month and all I want is to be treated equally. I've been telling them and telling them that things need to be repaired before my warranty is done. They don't give you but a year warranty. BBB I'm pleading for your help on this situation. I know I want live to pay for this home but I want to enjoy it while I'm here. Please help me with this situation and again Thank you.

  Business response

  10/01/2024

  Ms. ******, We are sorry to hear about the service issues you had with your home. Attached is the work order showing that the home center completed the last warranty items reported on your home and added the charcoal filters to your vents as a courtesy. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Roof tacks are raising causing shingles to raise and tacks to push through. Had contractor out to inspect. His opinion is poor workmanship and lack of ventilation for the roof.

  Business response

  09/25/2024

  We are showing you purchased your home 6/18/2020 and the one year warranty would have expired 6/18/21. We are showing you did purchase the extended warranty and will need to file a claim with them at 800-804-9389. In order to better assist you could you please provide us with your insurance adjusters report  once they come out, and we will be happy to have out Home Center and Home Building Facility review and advise.

  Customer response

  09/27/2024

  This is the letter from the adjuster ****** ********** and Homefirst agency pertaining to the previous claim about where the roof meets the exterior wall.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased the MH April 2021, but it wasn't "ready" for move-in until July 2021. After 2 weeks of moving in, a laundry list of issues were brought up to the dealer and manufacturer, but the issues dragged on and on with no resolution. At the beginning of 2024 water was visible dripping through the ceiling near the A/C unit and a roof leak was the suspected cause. Had the roof looked over thoroughly, but no issues present so a call was made to the dealer once again. They sold the business and were no where to be found. The new dealership gave a phone number to the manufacturer, but didn't have any documentation or files regarding the MH. Called the number they gave and after weeks of leaving messages, got a call from the facility that built the MH and was told it was out of warranty and nothing they could do. Even though the issues and problems were documented from day one within the one year warranty, they never got back with me regarding an inspector or repairs. I explained to them that this was not a warranty issue, that this was a manufacturers defect which falls within the statute of limitations for claims. Since there isn't attic access, I had the ceiling cut out to be inspected and the A/C ducts were found to not be within building code of being insulated, causing condensation buildup and moisture to settle on the insulation and drywall. With concerns of health safety for my family, I had the entire system inspected and samples sent to two different independant labs. The results returned with extremely high levels of Stachybotrys chartarum (Black mold). The MH is unsafe to live in due to this defect and the manufacturer is taking zero responsibility due to ANY claims now being "out of warranty".

  Business response

  09/24/2024

  Mr. *****, thank you for your feedback. We’re sorry to hear about the issues you have with your home. Clayton provides a one-year manufacturer’s warranty that strictly covers manufacturing defects. Although this warranty period has expired, the home building facility has spoken with you about scheduling a courtesy inspection of your home to check the HVAC closet. This visit is not a guarantee of service, but will be done in good faith to determine whether these issues are result of a manufacturing defect.

  Business response

  09/25/2024

  Mr. *****, we apologize for the length of time for the courtesy inspection. Typically once the home is beyond the one-year warranty, the process is to reach out to one's home owner's insurance. This avenue, as well as the TDHCA, are both open to you if you feel that they are necessary. The home building facility resolved all warranty concerns that were reported during the warranty period and this is the first concern that has been brought to their attention since 2021. They will reach out to you for scheduling at the earliest date available. 

  Customer response

  09/25/2024

  
  Complaint: 22329668
  
  I am rejecting this response because: the warranty issues were not resolved that were filed with the year warranty. The entire home supposedly was approved to get completely re-drywalled, cabinets replaced, and several items. None of which were complete, and if they had been complete, this defect could have been found and resolved before it got to the high toxicity levels of black mold they are now and I would have 4 kids constantly sick. Even though this particular issue wasn’t reported in the first year, it would be impossible to have know because you don’t provide attic access. So the only way this was found was by several years of moisture buildup to the point of collapsing the ceiling. See the attached pictures as proof there is zero insulation around the duct, which is code to have as a moisture barrier. And with this lack in building quality, it makes every single AC vent in the ***** build up moisture and condensation way past the normal range (as seen in last 2 pictures). The ducts in this home look like they are wrapped with only black garbage bags, making the entire system garbage and toxic. ESPECIALLY WITHOUT ACCESS TO INSPECTION!!
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a manufactured home from clayton homes, the house came unfinished, roof leaking and vent hood accumulating moisture. They refuse to finish the cabinets of the house, will not replace the water logged vent hood and will not fix the insulation and dry wall from the leaking roof.

  Business response

  09/25/2024

  Mr. *****, thank you for your feedback. We're sorry to hear about the issues you've been having with your home. The home building facility was able to get in touch with you and speak about these concerns, as well as a few others, and is working toward a resolution. We encourage you to maintain contact with your home center and the home building facility as they schedule service at your home. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a mobile (manufactured) home from Oakwood Homes in Greenville NC but it was manufactured in Rockwell at their factory. Besides the lack of care or concern for the product that they let leave their facility, 4 days after closing on the house there was noticeable water damage at the back door and leading into the kitchen. The electrical outlets on the exterior walls were wet and there was standing water in my dryer that has never been used. 2 days after that mold was found growing in the spare bathroom under the sink and cabinets. Phone calls were made to the Greenville office and servicemen were sent to try to rectify the problem. They deemed it a factory issue and we were sent to deal with Clayton Rockwell. After several conversations and promises of a corporate person coming to the house to actually see the problems that arose, they decided that sending 2 workers to come and fix the issue would suffice. The 2 gentlemen came to the house and worked on the issues and said it was all fixed. That was on 9/12:2024 (their last working day). On 9/14/2024 I went back to the house and there was new water damage at the same place at the back door. I have been without my house for over a month and having to pay for 2 places to live, 2 water and electric bills, storage facilities that I wouldn’t have had I been able to move into my brand new home.

  Business response

  09/17/2024

  Thank you for reaching out. The Home Building Facility spoke with Mr. ******** regarding the porch he was going to move and notify them when the was done so they could come back and replace the door? Has this been done yet?

  Business response

  09/19/2024

  Good morning, *** ******** *** ****** the home center manager, advised that they will move the decks. They are going to coordinate a time with the factory that everyone can be present and correct the door. 

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22291941, and find that this resolution is satisfactory to me.
  Although I still feel like this should not have been an issue to start with had the house been properly built.
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Soft spots on floor. They are trying to blame humidity from ac which they have fixed 3 times. They have already had to fix floor once

  Business response

  09/30/2024

  Mr. *******, thank you for providing your feedback. We're sorry to hear about the issue you're experiencing with your home. Clayton provides a one-year manufacturer's warranty that would have expired in 2023. However, you purchased additional coverage through the Home Buyers Protection Plan. You will have this coverage until 2027 for structural manufacturing defects. If you believe that this issue is a manufacturing defect, we encourage you to reach out to Home First at 1-800-804-9389. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Floors are rotting out of the home it is a 2017 model a Tru manufacturer is Clayton Moblie Homes. All of the insulation under the home have tried to fix the floors but more damage occurs. We have no water leaks that we can see it is the pipes from manufacturer that are defective and have cause kitchen laundry and master bath floors to become soft sagging and moldy. I am about to fall through the kitchen floor now.

  Business response

  09/30/2024

  Ms. ******, thank you for your feedback. We're sorry to hear that you're having issues with your home. Clayton provides a manufacturer's warranty for one year that covers manufacturing defects. The warranty on your home has expired. However, the home building facility intends to schedule a courtesy inspection with you to determine the cause of the issues you're having. Once the cause of the issue is determined, the home building facility will advise on next steps. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a modular home from the company I am filing the complaint against. It was brand new at time of purchase and is 3 years old now. Within the first year there numerous major issues that were a direct result of poor craftmanship from the factory. The entire back side of the house had to be replaced because of water damage due to the lack of quality work. The problems that are persisting are not standard wear and tear, especially from a less than 5 year old residence. Water damage throughout the walls, leaking fixtures, and door frames no longer lining up are a few of the current issues.

  Business response

  09/27/2024

  Ms. ******, thank you for reaching out to Clayton. We're sorry to hear about the issues you're having with your home. Can you please provide your manufacturer's serial number? We provide a one-year manufacturer's warranty. Following that period, we ask for homeowner's insurance information indicating that the damage is a manufacturing defect. If you already have this documentation, you may provide a copy of it for review. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a home from *** ******s. They have been helpful. But the manufacturer build me a lemon. Floors are uneven. Water does not drain from tubs and shower. Kitchen sink is not flush with the counter top. Master bedroom does not cool. A paid a lot and the mobile home very cheaply made.

  Business response

  09/26/2024

  We have reviewed the service history of your home and have visited to inspect your concerns. At this time, we have completed all warranty service obligations with your home. The home is currently outside of it's of warranty period. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩