Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My home is currently 6 years old and we have had numerous issues with everything, the roof being the worst, We recently had a wet spot in our master bath back in February of this year which i called in and they sent servicemen out to look at and repair. They claimed the rain blew in through the ridge vent and created the wet spot. Two days ago December 14th we had a very big wet spot in the other bathroom. I emailed a gentleman that use to work in the service **** to see if someone would contact me about coming to repair our roof again, according to him and emails back in February the house has a 10 year warranty in which the roof falls under. I spoke the woman today in the service **** after calling her twice and her finally returning my calls hours later only to be told this time they dont cover the roof and it only had a 1 year warranty, which is total nonsense if that was the case why did they send service out here in February? Upon looking online it appears that the house comes with a ****************************** which the roof is included under that. What brand new 6 year old home has a leaky roof? I paid 100k for this home and i work hard for my money and provide for my family i shouldn't have to deal with things like this on a brand new home. I would never suggest anyone purchasing one of these homes.

  

  Business response

  12/30/2024

  After reviewing the records on this home, serial # *****, it was determined that Colony Homes has performed service on this home 8 times, 2 of which were past the warranty coverage period.  Just for customer consideration, we chose to have a technician inspect the roof back in February, who found that there were no defects in the roof at that time. 
  
  The homeowner was told correctly that the 1 year limited warranty from Colony Homes has expired.  If he does, however, have the 10 year structural warranty coverage on his home, he would need to contact the warranty company that holds that coverage, which is totally separate from the Colony Homes warranty. The records to the 2-10 Warranty coverage, along with contact information and detailed instructions, would have been provided to him during the purchase of the home.
  

  Customer response

  12/30/2024

   I am rejecting this response because: ************ is correct in stating that the have been out multiple times... that shows the lack of quality that was put into building our home.  However, they are responding with a different answer now then what was told to us.  We were told that the home has a 10 year warranty that "includes structural properties such as the roof."  As for their statement that they were out in February and there wasn't an issue with our roof, that is another lie.  If there was no issue, why did they have to have someone repaint our celling in our master bathroom because it had a huge brown water stain?  Our home has been nothing but one issue after another since we moved in.  I don't care if it is a typical "stick" built home or a "manufactured" home, there should be expected qualities.  We have lived in this home for 6 years and have had every issue from multiple shingles loose or fall off, multiple roof leaks, a wall that you could see outside through the wall etc.  If I could change the past, we never would have bought a home from this company.  This is supposed to be our forever home, to raise our children in.  I don't know about you, but I don't feel comfortable raising my children in a home with a roof that leaks.  I fear that we have or will have mold issues that will effect our health and the health of our children.  This is not only an ethical issue but a safety issue.  If they have been out so many times, why didn't they fix the issue the first time?  We aren't asking for anything more that what we should have received in the first place.  We want this resolved, we need it fixed CORRECTLY!  Not put a temporary band aid on it until there is an issue again in the future so they can say, it is beyond their time frame.  This should have never happened and the roof should have been re-shingled the first 8 times we called about it.
  
  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our ******* home arrived at our lot in December, 2022. As the contractor, Carolina ******* Homes, ("CCH") worked, we noted to the Site Manager ("Mngr") that the oak staircase handrail had crooked vertical spindles. The Mngr agreed and notified CCH. We were soon advised that ******* would send a rep to replace the handrail. That was 9 months ago.Around the same time, we began finding problems with the upgraded higher cost kitchen cabinets. CCHs sub tried to fix the problems but was mostly unsuccessful. CCHs Mngr said ******* would also send a cabinet person to repair or replace the problems. In Sept, we asked when ******* would send these repair people & were advised that 2 work orders had been issued. Although weve asked when the ******* reps would do the work, weve gotten no commitment as to time. Upon submitting our 30-day list to CCH in October 2023, some of the broken, misfitting or wrongly installed faults we found with ******* are:a)The staircase rail mentioned above.b)Approximately 40+ problems with cabinets in the kitchen and utility room. These include top & bottom cabinets hung our-of-line to each other, a bottom falling out of a drawer, a drawer which doesnt work at all, undersized doors in cabinets so that the contents are visible from outside, soft-close drawers hung at strange heights wasting space and/or making the drawers unusable, an out-of-level and unstable cabinet with a fall hazard, doors that dont close properly, drawers that dont soft-close properly, etc.c)A broken corner on our front door.d)Undersized doors between the master bathroom and bedroom, so that with the doors fully closed one can see into the next room.This is just a sample of the issues with ******* installations which, 8-9 months later, have still not been addressed by a promised ******* representative. It should be noted that there are other problems on our 30-day list which CCH may assign as R-Anells responsibility (eg 3 misfitting windows).

  

  Business response

  10/12/2023

  A meeting has been scheduled between CCH, R-************* and the Homeowner for Tuesday next week. 

  Customer response

  10/12/2023

   I am rejecting this response because:

  Nothing has been done yet to fix the issues. However, I welcome the meeting.
  
  

  
  

  

  Business response

  11/03/2023

  I have included the email from our Service Manager at our R-Anell facility.

  He states that ******* will be working on cabinet issues including: replacing pull out trays and realigning one base cabinet, and correcting drawer issues.

  The rest of the punch list is responsibility of CCH the builder that the ********* purchased there home through. 

  Following up on our phone conversation this morning; the information in the email below and the attachments above it what I was able to find out about this matter after ******* forwarded me your original email on this matter back on Saturday 10/7/23. From the emails and attachments you can see the time line up to the day of the meeting I had with the homeowner and CCH owner ********************* at the customers home. On October 17^th at 10:00 am me and ********************* met with the homeowner *************************, and a thorough walk-through of the home was done with the homeowner, reviewing each of the items listed on his punch list that CCH had received from them. Please note that CCH does have a service agreement in place with R-Anell Homes and does take care of all service on their homes with only a few exceptions. The meeting went well, and the customer seemed very satisfied with the meeting and with what ********************* laid out to him as far as approximate time lines and how the items on his list would be addressed. All of the items on the punch list are being addressed by CCH with the exception of the cabinet issues, which we are going to correct ourselves. Those cabinet issues include realigning one base cabinet to the right of the refrigerator, correcting several cabinet drawer issues by installing new drawers, and correcting the six pull out tray issues that were found by replacing   four pull out trays in the kitchen base cabinets and two pull out trays in the utility room cabinets. I explained that it would likely be four or more weeks until we would have a service contractor at the house to make the repairs and have had follow up conversations with ********************* on this. Last time I spoke to ********************* he mentioned that he would be having his people starting on addressing the customers punch list items and would be communicating with the homeowner. Please let me know if you need any additional information.

  Customer response

  11/03/2023

  I am rejecting this response because: Although I was satisified with much of the meeting, I've yet to have any of the issues actually fixed. My kitchen and other areas continue to be a mess of defective or wronly installed products. If there's an issue between ******* and ******** ******* Homes, they should resove it between them. ******* points at CCH; CCH points at *******. Bottom line, I have a house with probably at least 100 things wrong.

  My first attempt to get these issues fixed was in January, 2023 -- this was the crooked spindles on the stairrail. At the time I was told by CCH that "******* will be sending a person to fix it." While my conversation with ***, the ******* rep was friendly and productive, nothing has yet been actually repaired -- after 10 months -- on this and other problems.

  There were also issues that I didn't agree with, like the gap in the twin master bathroom doors allowing easy view in or out.

  Although I appreciate ***'s visit and attitude, seeing as my choices are rejecting the response or closing the case, I must wait until I see action and repairs done before closing the case.
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a ****** home from Blacks home sales 3 years ago. We just moved in around the end of July. From day one, before we even moved in, our ********* Oven/Range will not work. At first, it was just not turning on. the only thing was to turn a burner on to see the clock face light up. No hope, after about a day or two of that, it just starting tripping the ******. We scheduled the repairs with A repairs out of ********. got a call that for what ever reason, the employee scheduled it wrong and it would be another week out until someone could come and take a look. Someone came 2 weeks ago, had to call the trouble shooting line with ********* and ordered a part to see if it would work and fix the issue. Last week we had not heard anything in over a week about it. I called the ** repair to see what the status was. they had gotten the part in, and never called to schedule the repair! So I scheduled it for the soonest appointment option, which was today, 8/15/23 due to the location of us and them. Today, **** from ** showed up and put the part on that was ordered. (wire harness, Part number W11531755) this fixed the breaker being tripped. but back to square one with it still not turning on or HEATING. He tried calling the ********* trouble shooting line, and low and behold, they are closed for training everyday, 12p-2pm. So he left. that was it. My fianc called ********* immediately. There was no help or resolution to this issue. 3 months with no working oven. The only offer was for someone to come back out this week on Thursday and look at it once again. If this repair man comes out during ****p, it will be the same thing~! no one seems to care or be willing to help us. At this point, we paid for a ********* package and don't have a working oven still. This oven is on sale until 8/21 at Lowes 15 mins away from me, and im about ready to just buy a new one and drop this off in ****** homes parking lot. Let ********* come there every 2-3 weeks and stare at it.

  

  Business response

  09/12/2023

  After considerable communications with our supplier, ********* has agreed to exchange the non-working unit with a new one.  They have committed that they are having a local provider replace her stove with a new one.  I believe they said ************* will be taking care of the replacement.  Hopefully, your response to this effect will be sufficient.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought our home and February 2022 since then we had nothing but issues Commodore has all our complaints we've been dealing with countertops warped countertops they keep sending damage countertops out we have warped siding bouncy floors warped walls now the warranty is over with they do know our issues, complaints and I will be taking them to small claims court because I can't keep going on like this it's aggravating and stressful and it causes anxiety. I did get estimate for all repairs and it's way over ******** but this is what small. Claims will issue So I would accept that amount and be done with this company.

  Customer response

  02/06/2023

   I will get estimates to remove siding and hang properly , also will get estimates for  counter tops , get estimates for ceiling repairs , estimate for bowing walls and get the to you talked to  contractor and he came out and waiting on him  to get back to me he estimated approx ******* roughly to complete all 

  Customer response

  02/23/2023

  Please see attached.

  

  Business response

  02/23/2023

  In an effort to satisfy the homeowners we have ordered replacement countertops( more than once). Each time the homeowner has refused to allow the replacements to be installed. The most recent offering was refused because there were crayon marks on the face of the counter tops. Those reference marks are part of the production process and are easily removed. The homeowner refused to allow the tops to be installed and then cleaned. They stated their opinion was, "to remove the crayon marks the tops would need to be scraped with a razor blade and the material would be scratched causing the need to replace the tops again within a year". This is not the case, however the owner has the right to refuse service. Had the tops been installed and then damaged by our contractor from cleaning the crayon marks off, the burden to make it right would have been ours to bear. 

  
  We are also aware of the homeowner's concern regarding wavy siding. Due to the winter weather conditions we have made the homeowner aware that we will remedy this issue as soon as the weather breaks. This is in our spring list and the homeowner was so informed. 

  
  We have asked via email for the homeowner to send us their list of unresolved concerns along with pictures to support their requests. We also believe there have been delays in addressing some of the homeowner concerns that were our responsibility. It is always our intention to work with, not against, our homeowners. Cooperation of all involved is necessary for a successful service experience. We will continue to fulfil our commitments with the homeowners. Their satisfaction is of great importance to us. 

  Customer response

  02/23/2023

   I am rejecting this response because: every counter top has been damaged and was not put together properly ask your employee he noticed it also poor ******* ship you have sent out two that came from your factory and both was damaged I will not install something damaged to satify  your company please send our proper counter tops and may be have quality control inspect them I know there is a people shortage due to pandemic all we ask is to replace them with proper counter tops , please again ask your employees about damaged counter tops . 
  
  
  

  Customer response

  02/24/2023

  complaint # ********  counter top has filler in crack , delaminated side of counter , heavy glue present 

  Customer response

  02/27/2023

  filler added 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home from mid country homes. We have had nothing but issues, the windows were not sealed around, the windows leek and have not been fixed, the roof is leaking in the home, the French patio door leaked water, the insulation in the roof is wet, the osb behind the siding was wet, the shower had missing grout, the cracks keep coming back after them fixing it more than 4 times, the doors dont close, the main door leeks water, the home does not heat or cool well, there is moisture in the walls with documents to prove that as well as a document saying there is a structural issue. There is black mold by the patio door that they just covered with new trim, Im sure there is more in the house. Mid country will not fix it and keeps pointing the finger at other people instead of fixing an issue that they caused in the building process. I would never recommend them to anyone.

  

  Business response

  08/18/2022

  Please see attached letter from MidCountry Homes. 

  Customer response

  08/20/2022

   I am rejecting this response because:
  
  They say they have fixed the window issues, they started they replaced windows as to which non of that was done, they just pulled trim around three sides of the windows and filled with great stuff and then I made another complaint regarding the issues and they pulled the bottom trim off and called it. The windows still are leaking and well as wind coming through them. And they are more than welcome to come look at the houses foundation, but the state building inspector will be contacted as well as it's not a foundation issue and the offset of a home is allowed more than the 1 inch ours is. Midcountry homes has been pointing the finger at everyone but themselves and because of this, my home that we purchased new from them has had water in the roof for going on 3 years now. 

  ***

  

  Business response

  08/29/2022

  Please see attached letter from MidCountry Homes. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint ******** against both ******** Homes of ******** and Commodore Homes of ************ on or around 5/9/2022. ******** Homes followed through and has paid me $400 to move furniture so Commodore can repair mislaid carpeting identified to them prior to our moving in last September. The original complaint relative to Commodore is their lack of response. . They make promises to schedule correction of problem but drag the scheduling out over more than 6 months or send in people they know will not be capable of completing the work. BBB has closed the original complaint but once again Commodore has done nothing to schedule the work to be completed.Now I find a problem with a kitchen cabinet sagging on the wall despite being only half full of dinnerware and serving pieces. They had addressed it once before by building a new cabinet. The professional Commodore sent looked at issue and determined the cabinet had not been installed properly and made corrections. Only a few months later with not all of my items reinstalled the cabinet is sagging once again. I have not as yet notifies them of this issue but will send email today. The workmanship in this manufactured home is not on par with the price we paid.

  

  Business response

  07/20/2022

  I have attached a letter from Commodore Homes of ************** **************** Manager.

  Customer response

  07/21/2022

   I am rejecting this response because:
  I have been dealing with this company since September 2021 on this issue.  I will accept the response when the work is complete.  They have sent repair people before who could not com[lete the work even though they knew ahead of time that was the case.  This time sounds much more positive so I'm hoping this can be closed on the 15th.

  
  

  *********************
  
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had our home set in November of 2021, it is now June 2022. We are not even into our home. Because of our contractor and the repairs that needs to be done. We have 11 windows and 10 of them need fixed. There are large gaps and insulation showing around them all in the kitchen. We did have ********* guys come and work on some of them already, but the 2 front room windows still only open half way. The sliding glass door isn't installed correctly. The front door isn't installed properly. It is leaking, causing wall, floor, molding, insulation damage. Hardware missing and loose in the closets. Gap at side door, we can see daylight coming through it. Carpet padding had gaps and lumps in it..in the master bedroom and the 2 spare bedrooms. The kitchen faucet was loose, now fixed. The grout in master bathroom isn't completely covering all the gaps. Every door in the home was binding and the hardware was not flush with hindges, now fixed. This isn't even all of the problems that we have seen and reported. This new home is not new home quality. The workmanship is horrible. As you can tell we have found a lot of issues. But, what I am most worried about is what is wrong that we can't see and our 1 year will be ** in November. I would like to get some kind of extended warranty on this home, because of how bad at is. They got paid for this home already and I believe they need to make it right by us.

  Customer response

  06/21/2022

  ***********************************************************************

  

  Business response

  06/24/2022

  I will gladly get this information to our ******************* I need a complete serial number for the home to know which of our facilities built this home. 

  Customer response

  06/28/2022

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

  Serial Number is **********.

  
  

  Thank you.

  

  Business response

  06/30/2022

  Commodore Homes of ************ service department was waiting for ********* homes to verify that the home had power to send service to do the repairs. Commodore Homes of ************ service department does not have any record of water damage on initial request. Commodore Homes of ************ will reach out to homeowner and get this resolved asap. 

  Customer response

  06/30/2022

   Better Business Bureau:
  
  Commodore Homes did reach out to me today. The water damage was not on the first report.  Since the first report there has been 6 more sent. And I believe the water damage was on the 3rd one. And as you can see on each of the reports that we have sent there are numerous issues.   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

*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. ↩