Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My husband and I finalized the purchase of our modular house in May of 2024. The house was set onto our property June 12th, 2024. From the day the house arrived to our property there has been many problems with the house that have yet to be fixed. Isemans has been horrible to work with. From slow replies, not knowing answers to my questions, falsifying claims to make a sale then the fine print in legal documents say otherwise. I have attached a list of issues that we have encountered in the house. Isemans has started screening my calls and is claiming this is no longer their issue.

  Business response

  09/19/2024

  I will be gathering all the information I can regarding this claim. I can say that Iseman Homes does not screen phone calls and tries to get back to customers as soon as we are available to do so. Without knowing the specific details that the customer is talking about, when she says, “this is no longer their issue”, I’m guessing they are referring to it being a manufacturer defect. The manufacturer holds the warranty on the home and has their own contractors to repair any defects that were caused in the manufacturing of the home.
  I cannot find any issues with this complaint involving billing or collection issues.
  Once I have a better understanding of this situation I will provide a detailed response. 

  Customer response

  09/19/2024

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

  When I say screening phone calls, it has gone from very fast answering when called to having to leave voicemails and not receiving a call back. 
  There was a misunderstanding with the gas lines in our home- where I was under the impression that gas lines would be installed with the home. When I called the Brainerd location inquiring why there was not any lines. Neither ******, the sales rep, or ****, the manager- knew the answer and both agreed there should be lines. After a few days, they sent me the bank pack and went back on their words. There was nothing in the contract that implied that we had to install the gas lines in the home. We were refused compensation from the confusion. Had we been told initially that we had to install these lines ourselves we would have been more prepared. Since we were told verbally that they were not sure why they weren’t there- we were left to believe they should have been. The home was not set centered on the basement and they did not make adjustments. (We are being compensated by Isemans to hire our contractor to make the adjustments on the exterior walls due to this.) When I found holes in my ductwork from transportation, I was told to buy tape and do it myself. Your crew came through and adjusted all the doors but they were improperly done. A storm came through and flooded my utility room. Highland Homes had to come and replaced the trim but left the sheet rock. I now have MOLD in my walls. 
  I have shown our sales representative all the damage and after the storm. She claimed that Isemans will not be completing the repairs and that Highland homes will be. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Iseman homes told us our new home would be ready to close on 8/31/23. The home is not ready and probably won’t be for another week (so 2 weeks late). We made a cross country move and cannot move in. We have to live in a hotel, pay extra costs for a uhaul truck with all our belongings in it. We had children help us out here with some of our things that needed to go somewhere so we had to rent a storage unit. I have health issues, we have an elderly dog who won’t eat in a hotel. The extra costs are adding up daily. The company will not respond to us and we should be reimbursed for these costs and emotional stress. We have no one to help us.

  Business response

  09/22/2023

  Several things can and often do delay construction projects. These unforeseen things can be material shortage, worker shortage, weather, or financing delays. These delays affected **** ******* project. When we fill out paperwork, we always use “Proposed delivery” dates to give an idea of when a customer can move into a new home. We try to get our customers to move into their new home as soon as possible. There is absolutely no benefit to delays and often costs us money as well. We have every intention of getting customers into their new home as soon as possible.
  I believe **** ***** was selling their previous home in another state and that home had a closing date close to the proposed delivery date of their new home. Once they closed on their old home, they made the decision to make a cross country move, knowing their new home was not yet ready for occupancy.
  At the time of writing this, 9/22/23, **** ***** has moved into their new home. 

  Business response

  09/27/2023

  I believe **** ***** was informed of the delays as soon as they were discovered. It is always unfortunate because it is not something Iseman Homes would have wanted, but delays can happen with construction projects.
  Furthermore, our purchase agreement states that the dates provided are proposed and not exact. It goes on to say, “It is agreed that neither dealer nor manufacturer will be liable to affect delivery.”
  Continuing to the second page of the Purchase Agreement – Additional Terms and Conditions:
  Section F: Dealer shall not be liable for delays caused by the manufacturer, accident, strikes, fires, or ANY other cause beyond his reasonable control.
  I see that **** ***** has understandable frustration with her home buying process. That is something we wish could have been avoided. I am sincerely sorry things did not happen as anticipated. We will continue to improve on our process and hopefully **** ***** can enjoy her new home. 

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not have a "Purchase Agreement" form at all. I would like to see a signed copy of this agreement to see if what the company is stating is true.

  Please provide that to me as soon as possible. Also, we were not informed of the delays at all. We were told it would be ready on September 1, 2023. Again, IF we were told of the delays, we would have pushed back the closing on our previous house. I cannot state enough the lies we were told throughout this process. And no one is even addressing this issue. 
  
  Sincerely,
  ****** *****

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took possession of our new ******* Manufactured Home on March 26. 2022. This was approximately a $******* investment. At the walk thru inspection many items were documented that were in need of repair. After move in, many additional items were brought to Isemans attention. A few of the items were taken care of but most were put on the back burner because of waiting for parts, waiting to hear from ************* for a solution or various other excuses. 6 months later we still have no resolutions. The service manager who took over our case has since quit the company. The main issues we are waiting to get resolved are 1. replacement of vinyl flooring due to damage prior to walk thru. 2. unacceptable installation of trim work where mobile home is joined together. 3. replacement of dining room window. 4. replacement of island countertop which was damaged due to faulty installation of sink. 5. Replacement of window screen in center bedroom. 6. screw/nail holes in master bedroom closet need repaired. 6. Wallpaper falling off in butlers pantry. 7. Wall strips falling off or loose throughout house. 8.repair of cracked ceiling in multiple locations in living room. 9. Faulty installation of shower faucet in master bedroom.

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/09/14) */ After a thorough review of this complaint from this customer, we have found several of the issues mentioned are in fact true. Unfortunately, we have had some turnover in our service department and loosing our service manager has created significant discrepancies with regards to what we thought was already completed. This customer has since been in contact with the builder of the home, whom holds the warranty. It is my understanding that the builder will be sending out a contractor in the near future to repair/replace items mentioned in their complaint.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I bought a *************** home from Iseman's ************* brand new in 2016. We were told that someone would be in contact with us within the first few months to check with us on any issues. We began calling Iseman's within the first month of purchase as we had some cracks, water stains on the roof, and cabinet doors falling off. We were told several times that we needed to wait through the first Winter in the home because it will settle more. We finally got someone to come out and take a look at the issues almost a full year, year and a half later. The man who came through said that the cracks where the home were put together were merely cosmetic and nothing to worry about (they have continued to get worse) he ordered us new cabinets and told us to paint over the watermarks as they were only from the venting in the roof. He said he would be back in touch with us once we received our new cabinets in the mail and he would finish checking out our home under the skirting when it was less muddy out. The cabinets came approx a week later and the man from Iseman's told us that it had been too rainy for him to come out to our home in the country and look under the house. We never heard from him again despite several calls and even stopping into Iseman's. We followed up with the company again and were told that now the home is out of warranty and the problems are regular wear and tear. We tried reaching out to ************* directly and no calls were ever returned.

*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. ↩