Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a model home in Jan 2023 from the Christmas location of Kentucky Dream Homes for our community. We have been told so many lies and excuses and had subcontractors put liens on the home due to lack of payment from Kentucky Dream Homes. We still have not been supplied the titles for the home after over 1 1/2 years and this home is closing sale tomorrow to a 3rd party. ****** ***** needs to contact us immediately to get this resolved in 24 hours.

  Business response

  09/03/2024

  The issue has been resolved, very sorry for the confusion.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 26, 2023, I entered into a contract with Kentucky Dream Homes LLC DBA Family Dream Homes Bowling Green to purchase a manufactured home with a cash down payment of $61,000.00. This was to ensure thar my monthly payment remained within the $500 range. It was stressed and understood by the sales team that this was a critical requirement. After I received a closing date, I reviewed the terms of the mortgage and realized that the property tax was increasing the payment to one that would not be comfortable for me to maintain. I assumed that since the home would be on a permanent foundation, it would be considered real property and not personal property. Had this been disclosed upfront, this situation would not have occurred. I cancelled the purchase and was told I would receive my down payment back within 30 days. On Sept. 21st, I finally received the check. The company withheld $1000. I expected them to withhold $500 total; $250 for the site evaluation and $250 for administrative fees. I would like an explanation for why an additional $500 was withheld and would like that returned to me. They have not returned emails and/or phone messages since the contract was cancelled with the exception of the call on Sept. 11th insisting that the check be ready for pickup.

  Business response

  10/09/2023

  We are very sorry you are unhappy.  Customer satisfaction is very important to us at Family Dream Homes.  Please contact our Bowling Green office and we will be glad to help you with this.

  Customer response

  10/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: The Bowling Green office is aware of my issue with the refund and has done nothing. In the past, trying to resolve the return of the down payment, they have not responded to emails or phone messages. The refund of the down payment was issued at the main office and I would expect that the additional $500 would also. I would like the main office to deal with the Bowling Green office.
  
  Sincerely,
  
  **** ******

  Business response

  10/12/2023

  We are sorry you feel this way.  We will be glad to refund any money minus any fees we have incurred.  That is not normal for one of our locations to not respond.  The general manager is out due to a surgery.  Please feel free to contact the assistant manager.  We would be more than glad to process any refund that is due.  We are very sorry for any confusion.

  Customer response

  10/19/2023

  
  ********** ********
  
  I am rejecting this response because: I have tried contacting the Bowling Green office twice this week in writing. Once on the website "Contact Us" form and also, an email to ***** ********. I did not get a response from either. I also called and left a message for a return call and did not receive one. I am not disputing that I owe $500 in fees incurred by the office. However, there is no justification for an additional $500. I am on a fixed income and $500 is a good amount of money to me. I don't understand why this can't be settled. 
  
  Sincerely,
  
  **** ******

  Customer response

  10/25/2023

  ********** ********
  
  I am rejecting this response because: I have tried contacting the Bowling Green office twice this week in writing. Once on the website "Contact Us" form and also, an email to Stacy Crossley. I did not get a response from either. I also called and left a message for a return call and did not receive one. I am not disputing that I owe $500 in fees incurred by the office. However, there is no justification for an additional $500. I am on a fixed income and $500 is a good amount of money to me. I don't understand why this can't be settled. 
  
  Sincerely,
  **** ******

  Business response

  10/25/2023

  We will have someone reach out to you today regarding this matter.

  Customer response

  10/25/2023

  
  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. I received a call from the local office informing me that I will receive an additional $500 as requested. The time frame for the return is somewhat unclear as it will be whenever the manager returns. I will trust that I will be notified to pick up the check (since they prefer not to mail it to me) in a reasonable time.
  
  Sincerely,
  
  **** ******

  
  

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• Initial Complaint

  10/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We went under contract for a home with this company in September of 2021, with a delivery date of May 2022. There have been many set backs and challenges due to Covid and the manufacturing company being slotted for FEMA homes. I understand that. The crux of the matter comes with ******** dream homes and their inability to give me a time line, to hold up their end of deal and to deliver a home in a timely manner. my foundation was finished in September. It has been sitting for almost a month now, there has been excuse after excuse of why the home cannot be delivered, they give a tentative date and then come back with an excuse. The home is currently sitting in ***** ******** just waiting for them to deliver it to my property and set it up. They told us when we purchased a home from them that they deal with set ups in the state of ********* all the time. Which seems to be a lie, because some of their excuses have included not knowing about certain paperwork that needed to be filed in *********. (this is why we got bumped behind the FEMA homes and had to wait for three extra months for the home to be constructed) or they don't have a guy who is certified to do set up in the state of *********. I have told them we have certain timelines we have to meet in order for this to work and they act like the care, but they never seem to deliver. we have paid half of the cost of the house already. We need to have the home installed and finished in 45 days.

  Business response

  10/12/2022

  we are working as fast as possible to complete this project. We are deeply sorry for the delays. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ******** built mobile home from Kentucky Dream Homes LLC D B A Family Dream Homes ********* **. Many construction problems which were noted in initial walk thru in November 2021. Was acknowledged by ***** *****. He also found problems. Evertime I discuss this with ***** the mgr “we are going to take care of you”. Well he never calls or text or anything until I go back to complain. ******** had been out two times but never completes the issues which are cracks in top of ceiling connecting to walls lots zo can attach pictures. Back door would not stay closed. ******** finally came out said this is last time coming out. Hinges on cabinets are cheap door fo not close crooked. Lots of unsolved problems.

  Business response

  06/14/2022

  We are sorry you are having problems with your home.  It is normal to have some service items.  Although we do not provide the warranty of the home, we are here to help you with that process.  We will work with ******** on your behalf to make sure they complete all of your service items as soon as possible.  We appreciate the business, and we will make sure the team is working on this for you right away.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed a deposit of $1000 to hold a home for me while we tried to finance. When the financing didn’t go through I was told ***** would put a refund request in on 3 different occasions via email. I have yet to receive my $1000 deposit back. They have not sent my money back as they have stated 3 different times. All I want is my $1000 Back and am not getting any resolution in my refund. I keep being told it will be mailed on Tuesday.

  Business response

  04/04/2022

  We will be glad to process your request. 

  Customer response

  04/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  If they refund is not sent, I will be contacting a attorney. 
  Regards,
  
  ********* ********
  
  

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