ComplaintsforPalm Harbor Homes

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new home from ********************************* in *******,Tx Feb, 2024.This has been a ************ started mid Jan.The salesman told us we had 60 days to get everything to the finance company. Within a week he was harassing me for all info to be submitted to the finance company. I explained we were working directly with the finance company. He called me and told me we HAD to get the conditions met immediately or we would lose the home even though we had put down the ******* money. I showed him on the paperwork HE gave us that stated to ONLY send our info to the finance company. After that he back tracked. After we signed the paperwork everything got worse.The home was delivered on 3/25/24 by the company ****.We were told we had 90 days to send list for trim out. **** is a lemon. A septic line was broken on one end. I was told to get it fixed and send the bill in to get reimbursed for the $400 to repair it (never git it).Has damage all over along the roof outside (not fixed). Inside alot of trim was missing/broken. The showers all needed repair. The windows were all damaged and after a storm there was water gushing.they fixed JUST that. Sent pic/list on 5/3. After several texts, emails and phone calls someone finally showed up 8/9. Were told that day that the front door and frame needs to be replaced and to call and let ****** know and that he would as well. It is now 8/26 and most of what trim was fixed is falling back down. ****** called on 8/26 to be told it was adjusted and was fine even though we had talked to her and emailed her on the 12th that it needs to be replaced per her guy. This purchase has been a nightmare.The skirting installed in May is falling off. We are still waiting to hear back about that. This has been a nightmare. This was a new home and should not be dealing with this lack of cust service. Tired of getting the run around and having to fight to get it taken care of each step of the way

  Business response

  11/05/2024

  We will review the concerns and provide a reply.  This request was overlooked.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These problems started in April of this year my vinyl siding on the back of my palm harbor home. Got warped and is falling off. I called your office in ************* and left messages with your manager C B and told her the problems I was having with my vinyl siding falling off. She never returned my phone calls . She is the same manager that signed our paperwork when we purchased our ***** home. I thought she would help us . I was wrong. Then I called there office in ****** and spoke to a manager by the name of ******* and told him the problems I was have . He asked for information on the serial number of my *****e home BeL ****** Tx and date of Purchase April 2017. Which I gave him. I spent two days calling taking to him trying to get him to help us . I begged him to help us. I didn't want to get mold from the rain and my *****e home siding falling off. He just gave me the run Around and and told me he couldn't help us. He told me we were under a different manufacture and he didn't have any information on them. That's all he said. I hung up the phone. I will fight to get my *****e home fixed . We bought this palm harbor and we are consumers we have rights.

  Business response

  07/25/2024

  The customers 1 year warranty has expired. If they have any questions about their home they can reach out to the manufacturer. Customer Advocacy team can be reached at ************** or **************************************************.

  We will not be taking any action on this claim.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought double wide in early 2017. The home was delivered and installed at lot 125 in April of 2017. We were told not to let the installers leave the site with out a walk through. What we were not told to look at though was the roof to double check installed job. Roof leaks 7 yrs later show the worst inslation job the roof inspector has ever seen. Multiple improper nailing with holes plugged with filler. Inspector highlight problem area covering entire roof with circles of paint locating defects. This roof was never installed correctly and now need complete new roof. This installation job show complete diregard of customer trust. Drone footage available for proof of this complaint. Signed ***************************

  Business response

  07/15/2024

  The customer was provided a 1 year warranty against roof leaks and a 2-5 year protection plan all of which have expired.  We have reached out to the manufacturer to confirm that no requests have been made for a faulty or leaking roof. 
  
  The customer was provided a 12 Year Structural Warranty from MHWC that they can try and see if the coverage on this item is available; Contact number for MHWC Corporate: ************
  
  Palm Harbor will not be taking any action on this claim.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Once I visited their website, I'm now receiving 75+ notifications from them, which is extremely excessive, not to mention just completely annoying! I have no idea what information I must have given them for them to feel justified in their behavior. I would like to get this reversed immediately, if not sooner. I could try replying to one of them with a STOP, but I was afraid to communicate with them any further to incite even further notification and disruption to my private life. Please advise.

  Business response

  07/11/2024

  All emails have an unsubscribe button; which the customer can use.

  If the customer would like to reach out to our customer service department, by forwarding one of the emails received to *********************************************** we will be able to remove their email address from the email subscription list. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased our ***** home paid cash and we paid for a/c $6000. We have used the a/c twice and its not working. We have a disabled daughter, yet our home is not cool enough and jeopardize her health and well being. We have contacted Palm Harbor and the people that supposed to fix our unit since Apand as of today nothing is fixed.

  Business response

  07/08/2024

  A/C Contractor is in direct contact with the customer and the issue is being resolved.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a home through palm harbor. It was delivered and we did our walk through the home was dirty, not move in ready with multiple things broken, things were not as we ordered. After notifying our sales agent, then her manager, then HER manager, also corporate they are not returning any calls or emails. Our sales agent made mistakes when ordering our home and the factory is saying they wont fix it. I have screen shots of me telling her things were not correct on the invoice. The back splash in the kitchen is not what I ordered, but factory says it is. I have pictures of the tile I picked, its clearly not the same. I paid for multiple upgrades and some were not done. I paid an upgrade of 2K for better flooring, its laminate with gouges and holes already! The sales agent said she made a mistake, apologized to us but they dont plan to fix it. So Im stuck with a home I didnt order because they made mistakes. I have screen shots timed stamped that line up with her emails of the order before she sent it in. I told her what was incorrect and sent pictures so it could be fixed, she didnt and now Im stuck with a home I do not want.

  Business response

  06/20/2024

  The factory has reached out and scheduled service for the listed structural issues.

  The Retail Team has also reached out and confirmed retail contractor service with the customer in the interest of customer satisfaction.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home from Palm Harbor Homes (******, ** sales office) in May of 2022. The purchase of my home included an on-site septic system (****) because my homesite could not be connected to city sewer services. Palm Harbor Homes sub-contracted the installation of the **** to a company called JT's Septic. Under Texas Law, Septic installers must provide a 3 year warranty for new installation systems from the date of first use, which was November 1, 2022, so that warranty period has not expired. **'s Septic has since gone out of business, and Palm Harbor is refusing to honor the legally required warranty, saying that it is the subcontractor's responsibility, and if the subcontractor is out of business, then the warranty is simply gone. I was given no opportunity to participate in the selection of the subcontractor. If I had, I would have selected a well-established company with a long-standing reputation for correct installations and compliance with Texas Law for inspections and honoring warranty claims.

  Business response

  05/23/2024

  Palm Harbor Homes only contracts with septic installers for the initial installation, that passes inspection. However, We do not warrant maintenance contracts. The maintenance contract is between the installer and customer, and if that contractor went out of business; the customer will need to find a a new septic installer to pick up the maintenance.

  Customer response

  05/23/2024

  I am rejecting this response because:   While the response could be technically correct per company policies, Palm Harbor Homes was negligent in their selection of the subcontractor, as the contractor was not only insolvent, but also failed to perform the installation correctly. A key component to proper pump installation is the ****************** which is used to prevent pump clogs. The installer that Palm Harbor selected on my behalf did not install a serviceable union, and used electrical tape to hold components in place inside the septic tank, which had already started to degrade.

  When a company subcontracts on behalf of their customer, the customer places trust in the companys ethics, especially that the company will perform a reasonable level of due diligence in the selection of the subcontractor. When that due diligence is either not performed or is insufficient, not only is the customers trust broken, but the customer can incur actual financial damages, which I did in this case. Palm Harbors negligence in this case directly resulted in my financial losses.

   

  Business response

  05/23/2024

  Additionally this customer has an extended service contract; which would cover any malfunctions in the systems/appliances of the home. It will not cover routine maintenance.

  If this is a route they wish to take, I will provide their contact info: Calims# ************, ***************** ************

  We can provide their policy number/ account code document for the *** directly, if they would like to reach out to **********************************************.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased house from this company and the company along with others that installed items refused to honor warranty and I have got the run around regarding issues for the last 5 years.

  Business response

  05/03/2024

  This Customer's factory warranty and extended service contract have both expired. The Factory has no outstanding work orders.

  Customer response

  05/04/2024

  I am rejecting this response because:   
  HAVE BEEN DEALING WITH THEIR POOR CUSTOMER SERVICE FOR 4 YEARS. CALLED A NUMBER ON ****** FOR HEADQUARTERS AND LEFT VOICEMAIL ************* on 4/5/2023) BECAUSE THE CUSTOMER SERVICE IS SO POOR THEY CAN NOT BE BOTHERED TO TALK TO YOU. ON 4/7/2023 A **** NAMED ******** CALLED AND LEFT VOICEMAIL. I RETURNED HER CALL AND BEGIN VOICING MY COMPLAINTS AND AS USUAL IN TYPICAL PALM HARBOR FASHION SHE WAS CONDESCENDING, DEFLECTED AND TRIED TO BLAME ME. SHE SAID SHE WOULD RESEARCH AND GET BACK TO ME ON MONDAY BUT WAS GOING TO BE OUT OF THE OFFICE THE REST OF THE **** AND WOULD FOLLOW UP. SHE ALSO SAID I COULD CONTACT TDHCA *************) AND FILE A COMPLAINT AND THEY WOULD COME OUT AND DO AN INSPECTION AND IF THEY FIND SOMETHING WASNT DONE PROPERLY THEY WOULD BE NOTIFIED AND HAVE TO FIX IT. WHEN I CONTACTED THEM THE **** SAID THEY DO NOT PERFORM THAT SERVICE.   ******** HAS NOT CALLED ME BACK. 

  I ALSO DEALT WITH ***** AND ***** WHO ASSURED ME THAT THEY WOULD ADDRESS MY ISSUES AND THAT TIME RUNNING OUT WAS NOT A PROBLEM. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in 2021 it was delivered in 2022. This home has been the worst experience for us first off the team that supposed to come and fix the things when it delivered was horrible they did everything half ass! Our windows arent sealed right when its cold out we can feel the air coming in through the windows and not only do we feel the air coming through windows we feel it through the outlets really bad. The ** cools off our living room so cold but the master bedroom hardly gets cool and same with the heater and when the factory sent the ppl out to check it they said nothing was wrong with it. Our floors are very uneven and the furniture doesnt sit leveled!! My cabinet doors and drawer dont shut right my husband had to try fixing them! Our back door leaks every time it rains which is a complete nightmare. My front door is so uneven. The paint is so patchy looking and has a bunch of nail spots the trim is all uneven! I can go on and on! This is our first palm harbor home and it was very expensive and its not worth the price!! We had an Oakwood home and it was excellent and the ppl that work for ******* were the best and fixed the house the way it was supposed to be done!! If I could do it all over I wouldnt have gone with palm harbor!! Biggest mistake EVER!!! Be careful buying one of their homes!!

  Business response

  05/01/2024

  This home's 1 year cosmetic factory warranty has expired. This home also has an extended service contract for any issues that remain (expires in 2027).

  We would be more than happy to provide the customer with their extended service contract information, if they would like to reach out to our customer service department: Please email **********************************************.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This isn't about the business that sold ** the home, but rather the builder. ******** at Palm Harbor refuses to fix the very valid structural problems with our new Palm Harbor home. My husband and I have repeatedly texted and called ******** at Palm Harbor to find out when he is going to put us on the schedule for the roof and flooring that was incorrectly installed. He won't answer us back, even though he has had people out here to fix other problems, like the one where they closed the home up with a raccoon inside that caused massive damage in the ducting system. I don't recommend buying from this builder as he won't fix ALL the structural issues. The next step is to apparently file a claim and/or contact an attorney to get this issue resolved.

  Business response

  04/09/2024

  The factory has reached out and scheduled service for the listed structural issues.

*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. ↩