Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new doublewide on August 19th 2024. It was already built. Had the site ready by the last week of September,. The setup and delivery crew that was hired h0as lied and jerked us around for months. It is now the second week of January and it's still not done. Have contacted the man we bought the home from and have gotten nowhere

  Business response

  01/09/2025

  We will have the service manager schedule a walk-through of the home, personally with the complainant.

  Customer response

  01/10/2025

  Complaint: 22787035
  
  I have reviewed the business' response and am rejecting it because:
  I don't need a walk through.  I need the house finished. I need the crew to come up for more than 4 or 5 hours at a time and when they are here I need them to do their job instead of going in the house cranking up the heat messing on their phones. 
  
  
  Sincerely,
  
  ***** *******

  Business response

  01/13/2025

  We will do as the customer/complainant request.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a manufactured home that was supposed to be new and when it arrived at my site there was severe water damage to one of the bedrooms. There was also water damage to the hallway and bathroom, just not as severe. We are continually experiencing issues with this home that was supposed to be new. The floor in the dining room is now popping up, the room that they "fixed" gets about 20 degrees colder/hotter than the rest of the house. They took down some of the trim and were supposed to come back and fix it and they haven't. The owner will not respond to my texts about the issues that we are having and we have a 12 month agreement with them about issues we experience getting fixed. We had to pay an HVAC guy to come assess our cooling system because it was not cooling like it should. Turns out they installed a bad part and the A coil was freezing up. The siding came off in a couple of spots and the ridge cap blew off during a slightly windy day. This was because they did not attach the siding properly and they didn't even nail the shingles down right. We have a crack in our ceiling and the trim in the house is popping off everywhere. We sent this information to them with pictures and video footage but they have made the choice not to respond. Even though I did not tell them when they delivered the house, it is the wrong color and there was no carpet where there should have been. My husband wanted me to say something, but I was trying to be understanding because they did get the home there in 2 months versus 6 months, but that is no excuse to ignore their obligations. I just want them to either fix the house or come take it and cancel out our mortgage. This was supposed to be an exciting step forward in our lives, but instead it has been a nightmare. Please help with making sure this doesn't happen to anyone else.

  Business response

  08/06/2024

  We are committed to addressing/satisfying this complainant's service issues! We will have our service manager to schedule and perform an onsite walk through involving the ********************************** if necessary.

  Thank you,

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

  Amega Mobile Home Sales Inc.

  Customer response

  08/06/2024

  We have recently been in contact with their service department.  A walk through has been scheduled.  Though we have been told many times that they will be out to handle the issues and we seem to fall by the wayside, we are hopeful that these issues will be resolved but until we see these issues fully addressed we will not be marking any boxes on satisfaction.  It has been almost a year that we have tried to get the issues resolved. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09-29-2021 **** and ******** ***** signed a purchase agreement with Columbia Discount Homes to purchase a manufactured home. At the time of the purchase agreement, they were told that the company would provide a pad for the home to sit on that would comply with Franklin County building codes and that the pad would be poured, and they would be able to move into the home by Thanksgiving (Thursday November 25th).

  In early November (**** wasn’t sure, but it was just before Deer season which began November 13th) **** was notified that due to the weather and supply issues the company would not be able to pour the pad until at least April 2022. **** had already sold his house and didn’t’ want to wait until April to be able to move in, so he contacted a local contractor and had the pad poured December 7th.

  The home was delivered on January 4th, and it was damaged during delivery causing damage to the roof shingles and the facia along the roof trim. This was subsequently “patched” with short pieces of facia, but it does not adequately correct the damage and has gaps allowing wasps and other bugs access to under the roof. The shingles on the roof barely extend past the end of the roof peak, and there is concern that the roof will ultimately leak.

  In April, ****’s father *** ***** took the lead in contacting Columbia Discount Homes as they were no longer responding to calls and/or emails from **** or ********.

  On 03-10-22 he spoke with ****** from ******* ***, (a company hired by Columbia Discount Homes to setup and repair their homes) and many of the items of concern were discussed, including the facia, roof, siding and trim and the condition of the interior of the home. The installers had tracked mud and dirt throughout the entire home and left a gap in the floor between the two halves when they were joined together.

  ****** emailed **** on 03-10-2022 and indicated parts were on order to repair the facia, siding and trim, and that he would send a crew to fix the hole in the floor. In addition, the main septic line under the home was run the incorrect direction and had to be switched in order for the septic to flow to the correct side of the septic tank. ****** assured *** that the issues would be resolved. After delivery, **** was told that Columbia Discount Homes would only hook up the septic under the home to the pad, but not from the pad to the septic tank although that was not specified at the time of the sale. As a result, **** had to pay for the materials to install the outer septic line out of pocket.

  On 03-29-2022 **** (a representative from ******* ***) came to the house to correct the septic line installation, and *** asked **** if he could install the exterior septic line since he was already on site. **** agreed, and he was later paid $100.00 for the materials and $40.00 for the labor to hook up the septic, however, that installation did not pass inspection as the pipe was reduced from a 4” line to a 3” line and the 90 degree fitting did not meet county building code and had to be completely replaced at a later date.

  The material cost to replace the outside septic line was (Add Amount Here). The home did not have a pressure tank provided and had to be installed in order to keep from burning out the well.

  Components for the pressure tank purchased from ***** cost $439.00 and additional components had to be provided at a cost of (Add Amount Here).

  Due to permitting issues, the final inspection was not authorized until April 13th. Once the final inspection was approved, the electricity was turned on to the home.

  Shortly after moving into the home, **** discovered that the front door key in the knob lock was defective, and the lower screw was stripped out and the doorknob kept coming lose. He had to replace the deadbolt lock and the key in the knob lock (both to allow matching keys) at a cost of approximately $34.00 (Receipt unavailable but the locks are not what were provided by the manufacturer).

  After the power was turned on, the well was turned on but there was no water inside the home. After several hours, it was discovered that the factory installed water lines were not hooked up between the two halves of the home, causing water to run freely under the home and into the insulation. A large area of insulation was saturated (to the point the insulation was sagging almost to the ground) and had to be cut to access the unhooked water lines.

  *** contacted ****** about the issue and he said to cut small holes in the wet insulation to allow airflow and let it dry and he assured *** that the insulation would be properly replaced with the correct materials. In addition, a plumber who is familiar with the home indicated that the fixtures appeared to be a mixture of brands and types. He said it appeared that the company took random parts from different fixtures and installed them.

  On 04-14-2022 **** contacted *** and indicated that the furnace was not working and would only bring the temperature inside the home to about 68 degrees. The outside temperature was dropping into the 40’s and 50’s and the furnace would not provide adequate heat. ****** was contacted, and he said to contact a local HVAC company and turn the issue in as a warranty issue.

  A local company was contacted, but due to the Easter Holiday, parts could not be found to repair the furnace. It was later discovered that the manufacturer improperly programmed the furnace to work with a heat pump (which was not p*** of the package that **** and ******** purchased) along with some additional electrical issues. Some of the issues were covered by warranty, however, **** and ******** had to pay out of pocked $100.00 (Diagnosis/Reprogramming – 04/26/2022) to resolve the situation however, it didn’t completely fix the issues.

  The HVAC company came back to the residence on 05/06/22 and discovered that the HVAC thermostat was malfunctioning and had to be replaced at an additional cost of $203.00. On 04-19-2022 **** contacted *** and advised that the hot water heater was leaking from an element, and it was only providing about five (5) minutes of hot water.

  *** contacted ******, and he said he would send a repairman the following day.

  On 04-20-2022 **** came to the residence and replaced the leaking element. While he was there, *** pointed out several other issues (the water line between the two halves needed to be ran back through the frame of the home, the insulation needed to be repaired/replaced, the septic line was leaking from a joint near the far end of the home and the water lines under one of the sinks was leaking). **** tightened the fittings under the kitchen sink stating they came loose during transport, and it was a normal event but should have been checked upon installation. **** replaced the element in the hot water heater and instructed **** to allow the tank to fill for about an hour. **** also said he fixed the insulation under the home (even though he had been asked not to close the insulation completely as it was still likely wet and there was a concern about mold) and then left without fixing the leaking septic line.

  **** later found two (2) rolls of R-12 insulation (far less than what should be under the home) laying under the home but not installed and the insulation remained unrepaired and/or replaced nor did he check the other fittings under the rest of the sinks as he stated he would earlier in the day.

  ****** called *** on 04/21/22 and indicated he would contact the company that provided the hot water heater, but that it would likely be ****’s responsibility to follow through with the replacement/repair cost and it would likely be a long process. I asked him why it was ****’s responsibility to resolve an issue that was a direct result of the factory and he said that in the past that’s how they handled the issue.

  On 05/04/2022 *** spoke with ******, and he said to submit the $100.00 invoice (diagnosing and reprogramming the thermostat) to him and he would submit it to the manufacturer for reimbursement, but as of the time of this writing no reimbursement has been received. On 05/06/2022 **** contacted *** and indicated that the hot water heater was leaking again, and it was now tripping the electrical breaker. Due to the concern of a fire hazard, *** decided to have the entire unit replaced to reduce the chance of a fire or electrical hazard. A local contractor was contacted, and the unit was replaced at a cost of $1,478.50 which was paid for out of pocket. At the same time, it was discovered that the Air Conditioning Unit would run for a short time, then shut off and it was not cooling the home.

  A local HVAC company was called, and they came to the residence on 05/11/2022 and discovered that the coil had been improperly installed allowing water from the unit to drain directly onto the electrical breaker because it was not installed incorrectly which created an extreme fire/electrical hazard. The HVAC company replaced the breaker and installed the coil properly at a cost of $234.00.

  On 05/15/2022 *** called the ****** ******* **********, and a complaint was filed. **** ***** responded to the property on 05/16/2022 and conducted an inspection of the home. **** pointed out several of the issues addressed above but found several others that require attention. A copy of the report was forwarded to ***** **** and ****** **** electronically and a hard copy was mailed to them.

  On 05/18/2022 ***** sent *** an email requesting my phone number and I replied back on 05/19/2022 that I would prefer all correspondence be conducted via email so I could obtain a written record of our conversations.

  On 06/02/2022 ****** called ***’s cell phone and indicated that he was going to send a couple people out to try to resolve some of the issues and wanted to make sure he had access to the property. It’s unknown at this time which issues were resolved. During this conversation ****** stated that the facia color for the home was no longer available, and that the manufacturer had sent him materials to wrap the entire home. He stated he really didn’t want to have to replace all of the facia and he was still trying to find the correct color to match the existing facia and would let *** know if he found any.

  It should be noted, an individual did come to the home between 05/18/2022 and 06/06/2022 and replaced the skirting, however, it’s not believed that any of the other issues were resolve. Summary of Out-of-Pocket Expenses to repair/replace defective and/or substandard components: 1 – Outside Septic – Payment to **** - $100.00 – Materials to install initially $40.00 – Labor $???.?? – Materials to correct improper install 2 – Pressure Tank Components - $439.00 – Materials from Lowes $???.?? – Additional Materials 3 – Re-Program Furnace/Diagnosis - $100.00 4 – Replace Thermostat - $203.00 5 – Correct improper AC Install - $234.00 6 – Replace Defective Water Heater - $1,478.50 7 – Front Door Locks - $34.00 Total: $2,628.50 Issues that still require repair/replacement not listed on PSC report: 1 – Replace damaged shingles on the roof to ensure roof is completely covered 2 – Replace damaged facia with existing color facia or replace all to match 3 – Inspect all the plumbing fixtures to ensure they are compatible and correct 4 – Repair or replace damaged siding and trim Summary of emails that have been exchanged between *** *****, ****** **** (******* ***) and ***** **** (V.P. 0 DeLine Holdings Inc.) since *** became the primary point of contact. Copies of these emails are available: 04/26/2022 – Email to ****** and ***** outlining the issues (See attached “**** House Issues” document) and providing photographs of the damaged roof, facia and siding.

  04/27/2022 – Email to ****** and ***** with a correction (exhaust fan in bathroom not working) and asked for a timeline to resolve the issues.

  05/04/2022 – Email to ****** indicating that *** had not received any type of response from the 04/26 or 04/27 email and asked again for a timeline. ****** asked *** to call him, but he was in training, and he asked that all correspondence be conducted through email for my records.

  05/06/2022 – Email to ****** and ***** indicating the hot water heater was again leaking and tripping the breaker. *** indicated if they could not provide a replacement the following day a local contractor was going to be contacted as seven (7) people could not live in a home without hot water and the unit needed to be replaced.

  05/12/2022 – Email to ****** and ***** once again asking for a response by 05/15/2022 to determine how **** could be reimbursed for the out-of-pocket expenses to replace/repair the substandard and improperly installed items but no response was received either via email or via phone.

  05/18/2022 – Email from ****** asking *** for his phone number. *** followed up with an email indicating he wanted all correspondence in writing via email. No other emails/response other than the phone call from ****** was received, and as of the time of this writing, no timeline has been provided and no method to get the out-of-pocket expenses reimbursed has been provided.

  Business response

  06/09/2022

  We have successfully satisfied a Missouri ****** ******* ********** complaint for this customer. Now, we will schedule a home visit with our service manager and customer service rep for Wednesday, June 22, 2022 at the new home. They will have authority to address & resolve any remaining issues.

  Thank you,

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

  Amega Mobile Home Sales, Inc

  Customer response

  06/09/2022

  Complaint: ********
  
  I am rejecting this response because:

  
  
  Many of the items listed on the PSC complaint are still pending and have not been satisfied.  The rear door was replaced and the exhaust fan repaired and/or replaced.  The re-inspection of the property has not been completed by the PSC and many of the items listed still need to be addressed.

   

  We have not been compensated for the out of pocket expenses due to the substandard/defective furnace and air conditioning issues, nor has the replacement cost of the hot water heater been reimbursed.  
  

  
  Sincerely,
  
  **** & ******** *****

  Business response

  06/10/2022

  Regarding your response for the items listed on the PSC complaint are still pending and have not been satisfied, the PSC may reinspect.  Also, regarding your response to the compensation for the out-of-pocket expenses, this can be discussed in the proposed site visit.

  Customer response

  06/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  
  I contacted the ****** ******* ********** (PSC) and received a voice mail from the agent handling the complaint and he confirmed (I will share the voice mail with you if you wish) that he has not re-inspected the property, and that he does not know how a claim could be made that the complaint was "successfully satisfied". The complaint with the PSC was filed in early may and the report was prepared on May 16th (A copy of the report was provided with the original BBB complaint) and a re-inspection wasn't even scheduled for at least 30 days from the date of the report.

  I will not meet or negotiate with you if you continue to do so in bad faith and continue to ignore my requests for a timeline and plan on how to reimburse me for the expenses I incurred due to the substandard and defective equipment that you provided to me and my family.  I would prefer that a plan be proposed in this forum in writing so it can be viewed by all parties involved and the BBB and would ask that it be provided prior to any meeting.  

   

  I've received the invoice to connect the septic from the pad to the septic tank (which Sean, an employee of ******'s Service company incorrectly installed at an additional cost) to the complaint.  

   

  Sincerely,
  

  
  **** & ******** *****

*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. ↩