Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home less than a year ago. It took 6 months and multiple complaints to get someone to fix problems. Problem is they didnt fix them all and created more problems we didnt have to begin with. I cannot get a hold of anyone at champion and they will not respond to any of my multiple requests for help.

  Business response

  05/23/2024

  Champion Homes Builders **** offers a 30-day cosmetic and one-year structural warranty on all new homes purchased from our network of independent dealers.  The warranty is designed to provide the homeowner with information regarding the responsibility and limitations of services offered by Champion Home Builders ****
  
  The customer purchased his home 6/15/23, his cosmetic warranty expired 7/15/23 and the structural warranty will expire 6/25/24.  We have investigated the concerns and have found:  the cosmetic and structural items that were reported have been completed and signed off; with nothing of this nature being reported before this time.

  we will, however, contact the customer to speak to him regarding his concerns

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  major electrical problems ground fault wires cut or non existent.. no wood product in walls.. doors coming out frame at hinges.. shutter defects.. bad creaks in floors..ceiling in master bedroom defective and crack across entire room.. trim loose everywhere.. counter tops peeling.. defective appliances that came with home.. shingles coming loose.. **** in master bedroom bathtub.. defective plumbing in both toilets.. defective products and being ignored by plant where I ordered and paid for my home... service office ignores me., 7 weeks left on my one yr warranty

  Business response

  04/23/2024

  Regarding the named customer, her home was not manufactured at this plant.  Perhaps it was built at another plant in ************** (******** or **********).  therefore it would not fall under this service department.  

  Customer response

  04/23/2024

   
  Complaint: 21606563
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** .. my home was built at the Factory Expo plant purchased by Champion during the process of my custom order being built... attachment shows Lillington NC however when trying to reach ******** in ************ and a ***** in service **** I am transferred to several other plants in the same general area .. I have contracted with an attorney in ****.. have her on retainer...

  Business response

  04/23/2024

  Factory Expo is a retailer not the manufacturer.  Your home was manufactured at the **********, ** plant.  Please contact the service department at ***********  Thank you

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this Home in Oct of 2022. The home was delivered in January and set in February. Upon setting the first box was dropped. We were not allowed to inspect the home until we went inside for the first time in August. We moved in on Aug 3rd 2023. We had sewage smell where the plumbing was wrong, none of our doors shut, range hood to ceiling isnt straight, cabinets are horrific, sink hole cut to big plumbers putty everywhere to fill in, shower tile cracked, both showers leaking in wall and ceiling, front door not square / wont shut, heating unit wired reverse so no heat, microwave and fridge both went out (company will not replace), roof had a hole in it for 6 months, flooring is terrible, cabinet drawers falling out. I have had to get *********** involved to get any traction and still I only have a couple doors that shut. Lights pulsate when the washer is running. Service tech told me it was the worst built home he had ever went into and had to do repairs at. He mentioned quitting a couple times due to the extensive repairs he will have to said it was above his pay grade. I now have the ************************ involved because this house should have never gotten a ** but did even with holes in the plumbing. Electrical panel box is a guessing game. Just watching to see what breaks or falls off next. Run as far away from this company as you can. Their houses are pure trash. This is my 3rd modular and I was better off in my camper with 3 kids while I was waiting on this house. Nightmare from day 1 with no end in Site. This house was built in the ********** Factory in **

  Business response

  12/18/2023

  After reviewing our files, it has been determined that the home was not manufactured at this plant.  We do not have any record of this customer.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase an off frame modular from these people. Have supplied photos written problems. One of their employees came and even made notes himself and submitted to them. He claimed they didnt supply what was needed to complete job. I have a floor that is buckled a hot water heater just thrown in a panel without a pan. Siding that is so buckled. A lot of issues plus. If you call them they simply tell you they have no idea when it will be fixed. This company is not trust worthy and never has an answer. You pay they collect and then forget? I feel as there must be a law against these actions.

  Business response

  06/07/2023

  The customer's initially reported items were received and completed as well as six additional work orders.  There is one final work order pending that was recently loaded with a contractor.  Unfortunately he was hospitalized with a serious illness and was out for several weeks.  We did contact the customer to make them aware of the delay in scheduling their service order.  The contractor just returned to work this week and will make contact to schedule an appointment to complete their final work order.

  Please be assured Champion Homes is committed to helping in all situations and will do our best to meet your warranty needs and will be sure to complete their final work order.

  Customer response

  06/12/2023

   
  Complaint: 20124116
  
  I am rejecting this response because:
  I spoke to ***** the serviceman and I know he has been sick.  The repairs needed weighs over 20lbs and he explained he could not lift over that. He also said he could not go under a house due to illness. If the company would actually read the order they would see even a hot water heater weighs more than 20lbs. Etc. I do not think this was a good response from the company at all. I feel as they didnt pay attention to their employee needs not the consumer. I feel they have not even read the order of needed repairs to put a man on the job that has been sick and unable to do the work on my home 
  Sincerely,
  
  *********************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a crane set modular home this past year I have been living in the home for about 9 months we have a lot of issues I have sent emails list pictures, they claim to have repaired but no they have not they sent people out who claim they will be back to finish the job but have not the stress cracks that were suppose to get fixed did no but one and they only do those once from 3-4 stress cracks only one was done my flooring they said they would send someone to repair but they didnt inspect for further damages done by the vinyl floor rising caused I have emailed spoke sent many pictures list and only about 1% of whats wrong has been done this is a brand new home Im paying over ******* thousand dollars on who Im sure if I get inspected again it would not pass I have a hazard area in the floor and they are aware of it I have paint on my light bulbs from them a door broken from the first time someone came in and supposedly fixed somethings I have cabinets with literally gaps in them I could go on and on but to them the problem and cosmetic things have already been up due to them not coming to fix them in the time that needs to I waited over 3 months after I moved in for someone to come out they apparently have a work order out but I have yet to hear from anyone I **** them a bunch I have been patient I mean this home was our dream home and it has caused nothing but stress we cant have people over because of all the defects we haven been able to enjoy our home but we have to keep paying our mortgage this house is a nightmare what is it going to take for one of my children or elderly parents to get hurt due to rising floors board for them to fix things or are they waiting for a law suit, I just would really appreciate them fixing everything because Im sure due to covid they slacked or do I need to get someone to come in and give me a statements of how much is it going to take to repair there mistakes and have champion pay!

  Business response

  01/10/2023

  in response to the consumer's complaint, Champion Homes offers a **************** Warranty on all new homes. The warranty is designed to provide the homeowner with information regarding the responsibility and limitations of services offered by Champion Home Builders, Inc.   Under the provisions of the warranty all service requests must be submitted in writing during this time. As a courtesy Champion will complete a onetime cosmetic visit to repair cosmetic issues that are turned in within the first 30 days of ownership.  Cosmetic issues such as loose moldings, cracked or loose floor tile, missing light globes, etc. will be repaired by Champion Home Builders at no cost to you if they are reported within the first 30 days of your home set-up completion.  The customer's first cosmetic warranty work order was completed 8/18/22.  Another work order was submitted and completed 10/20/22 for structural repairs, as a courtesy some cosmetic items were completed.

  The customer has now submitted an additional cosmetic work order which was denied as the cosmetic part of the warranty had expired.  As a compromise I have offered to send our site inspector to the home to see if there are any factory warranty issues that remain.  If, after his inspection, any issues are indeed found that fall under our warranty, they will be addressed by Champion.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a mobile home from Champion homes in 2019 and the drip edge all around the top of my trailer is defective.. it is rusting and the roofer said it’s defective drip edge. Champion homes refuses to fix.

  Business response

  12/13/2022

  The homeowner purchased her home in 2019, her factory warranty expired in 2020 without any complaints regarding her drip edge.  She contacted us after being denied by her third party warranty company.  It was suggested that she contact the manufacturer of the drip edge to see if they may offer some assistance.  After receiving photos of the affected area, the following email was sent on 12/6/22:

  "After reviewing  your photos and request for service by our general manager and myself, your request has been denied for the following reasons:
  

  
  From the information provided from your records, the purchase date of the home far exceeds your claim for repairs.  In such case, this would end all of Champion’s responsibility to this home as all requested repairs must be reported within the scope of the one year warranty offered by Champion Homes, be it structural, plumbing, electrical, etc. and would now fall under customer maintenance (please refer to  our homeowner’s manual provided to each of our homeowners regarding homeowner maintenance). 

  Your factory warranty expired  one year after your 2019 purchase date

  Champion Homes offers no warranty for damage due to climate conditions or oxidation  that may occur in your area
  It is therefore, our opinion that we must respectfully decline your claim for service and desired payment, as the factory holds no responsibility to the repair.  Thank you."

  After sending the request for service was considered closed.  Please contact me if you have any additional questions.  thank you

   

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a home in 10/2021. It was delivered on 01/2022. I paid for a factory trim out. It is now 09/2022. It hasn't been completed. You can see spaces where caulking is needed, crown molding needs to be replaced or repaired, nails, staples, places where it needs to be painted, shelving missing, missing screen to sliding door, door k*** needs to be replaced. I have tried to reach out to corporate and even the Service manager. They have accused me of stealing shelving to take to a house that I was renting. They are also trying to claim that these are just cosmetic but who wants to stay in an unfinished home. I paid for them to do a factory trim out to complete. They even claimed it would take 10 weeks. It's been over that. Today 09/02/2022. They claim it was completed all of sudden. It's not completed. I would never move into a house or an apt like this. The only reason I moved into the house is because I can't afford to pay mortgage and rent. I am sleeping on the floor because I can't put my bed up. Why would I want to and risk them putting paint, dust etc all over it. This was supposed to be a dream home. It's a nightmare. I've been talking to these people since February and they have been uncooperative. The upgrade is a joke. I paid for the plumbing for an icemaker and they gave me a fridge without an ice maker and a black stove which was supposed to be stainless steel. The tub in the master is too small. I can't use it. I also have a newborn on top of all that. Not to mention false advertising because you can't customize the house. I'm tired of the run around and finger pointing. If this doesn't get resolved soon. I'm going to court and I know I will win. Trust it will be more than what I paid for a factory trim out. I am not asking for anything that is outside of what I was promised in writing. All I want is this to ******************. I want to feel proud just as proud as I was when I signed up for the *************

  Business response

  09/02/2022

  in response the consumer purchased her home 2/1/22 from Factory Expo located in **********, **.  We received her initial work order June 2022 that the customer failed to show up for.  When we were contacted again the issue was addressed and to date have made four additional trips to address her warranty & trim out  concerns.   We have even completed items that were not factory but county issues in order for the customer to move into her home before her baby was born. The trim was not mentioned until now (after reviewing the attached pictures, however, trim can expand and contract with weather and there is no need for  concern as this is normal). Currently, there is one work order that is scheduled to go out with the next available contractor to complete the last two reported items which are installing the sliding glass door screen and a master bath door ****.  While there may be some retailer items that we are not aware of we have completed all Champion Service issues. she did pay for her home to be trimmed out through her retailer that was completed in February as well.  we have made every attempt to address all customer complaints that were received and the work orders were signed by the consumer as completed.

  Regarding her appliances the stove that was not an issue until today but she ordered black stove but due to availabilty from our vendor all black stoves were upgraded to black stainless steel which she received and her prep for an icemaker which was also installed.  She mentioned missing her shelving that was to be shipped loose and we sent pictures showing that they were shipped.  However while there, as a courtesy, our contractor was going to install the shelves for her but the consumer had removed them from the home. Our tubs are standard 60" which is what she received.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased new mobile home in 2016 trailer is a 2016 model been having problems with the wall sockets an wiring in mobile home which I noticed made my camera system completely quit working it burned the system out, then the microwave that is installed with the home went out. Then 1 month ago June of 2022 the hot water heater went out company was called several times to come an repair problems as home is under warranty problems still occur Till this day as of July 1 2022 company has sent contactor e&j handyman services to my home to repair problems an have identified problems to occur with wiring in home being wired incorrectly which caused an slite fire to wires of hot water heater which could of caused home to completely burn. Company has been to my home 5 times an will not place hot water heater an fix problem due to the wiring being improbably installed in home which is a Hazzard situation. I have been 1 month an 2 weeks now without hot water which I have to still pay for that I can't use either I want the problem fixed or I want completely new home this is a Hazzard an I don't understand how this home was passed for inspection to be able to leave manufacturing company to be sold to anyone especially me.

  Business response

  07/15/2022

  Initially the consumer contacted a service tech after discovering a leak in  her water heater.  While there they suggested that she might have an issue with the wiring from the factory.  Champion was notified and our service tech went to her home 6/28 to address the wiring issue (see attached)  the wiring issue was repaired and found not to be the cause of the water leak or normal operation of the unit.  After the repair was completed the consumer asked that our technician not hook it up as she was calling the original repairman out to replace the unit due to the leaking that had not been addressed.  When they returned it was suggested to her that a disconnect be installed before the unit was replaced.  Our office was contacted to inquire about this part being installed and it was explained to the plumber that the unit was installed per HUD code and that the disconnect was not a requirement. 

  The plumber refused to replace the unit unless it was installed, since this is not a required item from the factory this would fall under a customer option that unfortunately would have to be covered by the consumer and not by our factory.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SN*****. Champion Homes. I purchased a crane set modular home. To date, there are still many issues and my warranty is almost up with them.They continue to push back and say they corrected issues, but I was told one thing by the repair person who came out.He was to report back to ********** on some issues. I have documentation and several emails with the company, thatshow some things were to be corrected. That not everything was addressed in the first visit. However, I jave since beenpassed to someone else who pretty much ignores the emails and advises they arw only inder structural warranty. Shewill not answer questions about specific issues, only says "you signed off on the work order." The repait tech, advisedhe had to have a signature showing he was there so he would get paid, and he would correct the several other issueswhen he came back. I still have a door onstalled upside down from the factory. A countertop with a clear manufacturingdefect. A shower door that breaks glass shards off everytime its opened. Mismatched groutin my showers. Weak spotsin the floor in several places throughout the home. Flooring that is installed improperly that no one will evenacknowledge and several other issues. No one will call me. They simply hide behind their keyboards, send vague emailresponses, sometimes, and pretend I'm just going away. I have extensive documentation and have advised if theycontinued to ignore me then I would escalate, to which they essentially advised they'd stop helping me if I did. I'll be glad to fwd all email communications as supporting documentation.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/03/22) */ In response to your email regarding Mrs. ****** sn ****: Champion Homes Builders Inc. offers a 30-day cosmetic and one-year structural warranty on all new homes purchased from our network of independent dealers. The warranty is designed to provide the homeowner with information regarding the responsibility and limitations of services offered by Champion Home Builders Inc. Regarding the service work for this home. It is our policy after the home is trimmed out for the customer and/or dealer to first do a walk thru of the home within the first 30 days of ownership and send in to the factory. There is normally a two - three week waiting period and is loaded with a contractor for that area, the customer is called to schedule a time and date with the contractor and the work is completed on the agreed upon date. However due to the pandemic our wait time for service has greatly expanded. Once completed, the customer is asked to review the list of repairs and to make sure all items have been completed and to sign the work order to verify. Per our records, Ms.********* date of purchase was 3/1/21 and her initial walk thru was completed 7/2021. With two additional work orders that were also completed. Her factory warranty ended 3/11/22, After such time her home will be covered for the next 2 -7 years through a third party warranty company named************. She will be required to register her home with them by contacting them at ************. However we do have an open work order to return, that was received prior to her warranty ending, with the next available contractor for her area to address her final list of repair requests. Be assured Champion Homes is committed to helping in all situations and will do our best to meet each of our customer's warranty needs. And that every effort to complete Ms.********* warranty related concerns have been addressed to the best of our ability. Please feel free to contact me with any additional questions or concerns you may have. ********** Service Manager ************ Champion Home Builders 4055 Hwy 401 Lillington, NC 27546 Consumer Response /* (3000, 7, 2022/03/22) */ While I understand that there is an open work order, issues that were never addressed initially, have been closed out. The sliding glass door installed upside down, verified by the Champion technician. The flooring installed improperly, verified by the Champion technician. I have since reached out to the flooring OEM and am awaiting their assistance in the matter, in order to hopefully hold Champion accountable. The quartz countertop which has been damaged since arrival of the home and was not addressed. Per Champions installer, the slab should be replaced as it was likely damaged during shipping. The items I am escalating over are the issues being dismissed by Champion. Not the ones on the work order that I feel they will attempt to rectify. There are also structural issues with weak spots in the floor, which are listed on the work order, but with a side note that advised (back of home only). They didnt build just the back of the home, so why only address the issues with the weak spots on the back? Business Response /* (4000, 9, 2022/03/22) */ The work order has been generated as the customer reported to my customer service rep. Regarding her quartz countertop this issue was inspected and found to be the natural pattern of the material. also when the home was received no damage was reported to the countertop any damage received after that would not be considered a structural but cosmetic issue. The Sliding glass dr was also inspected and found not to be installed upside down but missing rollers at the bottom which has been included on the open work order to repair. The floor issue was only reported as being on the back side of the home. If there are additional spots in the floor that are found to be a factory issue they will, of course, be repaired if the customer points them out while the technician is there. All previous items that were reported have either been repaired or found not to be covered under our warranty.

*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. ↩