Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  12/18/2024

  We are seeing where the O********* purchased a home from in back in July-It was damaged and paid as a total loss by the insurance company. They could not determine the cause (there was a hurricane that week)-
  The invoice for the first home is serial number R***************** ******* ** * * **
  After the insurance claim was paid-they ordered the same house, except they chose a different option.  They made it a 3br and changed some color choices.  
  Serial number *************
  
  These are the same exact box size and floor plans with different options. We are not allowed by law to change the footprint of the home or HUD codes . We are not sure where the customer is getting this information, but we do not owe any money to them. After speaking witht he HC GM, we actually gave them free options because of the situation with their first home.
  

  Business response

  12/31/2024

  Mr. ********, The measurements listed on your title and paperwork are done based on transportation rules and guidelines. The actual box of the home is a nominal 15 feet, there is an estimated 4 inches of overhang and then the shingles overhand past that, which puts the home at a nominal 16 feet. That is the standard way to measure a manufactured home. 

  Customer response

  01/02/2025

  Thank you 

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been living in the home I bought with my family for over a year now. Repairs that were promised to be fixed has prolonged over 3 months. I’ve tried to call and I get sent to voicemail or have just been rude to. It’s just getting frustrating because of how long this has gone on. It’s not even just the recent repairs needing done that took awhile. Our kitchen sink leaked for months and we did have a service guy come out 5 different times to fix it. It took over 4 months to get it to stop leaking. Honestly I’m doing this because I would hate to see someone else go through what I have with this company. It all started when they brought me the wrong house and then offered us $500 to “make up for it”. It’s just crazy.

  Business response

  12/18/2024

  Good morning! The retailer has been in communication with the customer. They plan on performing warranty repairs. 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a modular home in 2023, from the moment we moved in there has been a whole list of issues that Freedom Homes is aware of and has only been halfway fixed or we have been given a hard time about since we have bought the house. The wall above the front door is bowed outward and we have had repeated issues with the door frame with a crack now in the frame. The contractor is trying to blame a 30 lb dog when this has been an on going issue since the day we moved in.

  Business response

  12/03/2024

  Thank you for reaching out to us. We are sorry to hear you are still having issues with your home, but in order to better assist you can you provide us with the Serial # of the home? This will be located under your kitchen sink on a white laminated piece of paper and will look like ABC01234TNAB (example).

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  New 2023 Clayton Homes-installed shower leaking, causing water damage. Had unqualified workers come out 5 times to fix the leak with no luck. Over the course of 8 months they finally tried to redo the entire shower with yet another unqualified individual (who admitted he doesn’t work on showers). The new shower leaked worse than before. Manager told me we can do a settlement and I was to find someone else to do the repairs. I told him I will get quotes. Once the quotes came, Clayton Homes refused to settle with anything more than $2,000 (the price of a shower, no labor costs). Instead of me settling for $2,000, now they are wanting to bring out yet another contractor with questionable qualifications to try to fix the shower again. I am demanding they settle with giving me a check for the money amount from quotes I received so I can get a proper shower installed.

  Business response

  12/18/2024

  **. ******* thank you for your feedback. The home center and home building facility are working together to address your concerns. There is a plan in place for the sink, and the home center and home building facility have discussed possible options for the shower. We appreciate the opportunity to resolve your concerns.
  
  
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from Clayton Homes in Ringgold GA. I live in TN but they had a house I wanted to view on the lot that nobody else did. Starting out they were great. Well, we moved in our house on December 4th 2023. We had issues with so many things after we moved in. The septic system wasn’t properly working and we literally had waste standing in the back yard. The foundation crew came out and said the pump wasn’t wired properly and got it turned on. Well, after many issues being sent in, we’re right at our one year mark for the warranty, and they had to send out “the person who comes out when the service techs can’t help anymore” (that’s what they guy referred to himself as anyways). He said that the one end of our house is jacked up too high, causing the shower and tub not to drain properly in the second master bath, and there’s an inch gap between the floor and the sink. I made them aware of the issue on 5/13/24. Well, he was supposed to come out on October 1st to fix it, and he texted that he was held up and would get out here as soon as possible. I then got a call from the lady who scheduled the service calls, and she said he’s injured but she promised they would get us take care of. Well, that was on 10/22/24. I emailed a few times and to follow up and she never responded (which was strange because she’s always very responsive) so I called today to check in and all she said was: “Did Morgan (the manager) email you?” I said no, and she said well she’s supposed to be, so I will remind her and hung up. I still haven’t gotten an email, So I’m assuming they’re trying to find a way to not fix the issues, which will result in me seeking legal counsel since This issue was reported WELL before our 1 year warranty expiration. This process has been a nightmare. You spend $200k+ on something, you want it to be in sound condition.

  Business response

  12/11/2024

  Good morning! The retailer has been in contact with the customer and is working on getting her scheduled for repairs. Thank you.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Clayton mobile home delivered my trailer and it's my contact that they are supposed to underpin my trailer but hasn't. David told me sue them. My pipes are now frozen because they haven't underpin my trailer and it's in the contact for them to underpin it

  Business response

  12/16/2024

  Ms. ********* thank you for your feedback. The home center has been in contact with you about the skirting and advised you that the contractor had been behind due to weather. This issue is resolved, but we hope you continue to stay in touch with your home center. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Clayton Homes has failed to give us access to services we purchased (e.g., Home Warranty). We have contacted them on several occasions to have repairs completed and they will say they are going to complete and do not show up or follow up. We have had too many problems to list over the past year, from damaged property that had to be repaired more than once to false and misleading information, manipulation and hiding of information. We are not able to get honest or ethical answers when we do get a response and would like to have this resolved. We have contacted the corporate team already and they have been involved for the past 5-6 months still with no better service. This has been a horrible experience and we just want to receive what we paid for.

  Business response

  12/16/2024

  Ms. *******, thank you for your feedback! We're unsure what you mean by access to your services. Your home warranty is automatically in place and is accessed by calling the home center where you purchased your home to report warranty concerns. If you do not wish to do this, you also purchased the Home Buyer's Protection Plan. This warranty is also already in place and can be accessed by calling 1-800-804-9389 to report warranty concerns. Either of these options are available to you from 9 to 5, Monday through Friday.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I don't know where to go for this as the Monroe,Louisiana page isn't even BBB accredited. I entered a contest on the Homes Plus of Monroe Facebook page and won $25 Amazon giftcard on November 20th. They told me to send my email and they would get it to me. I was told November 21st I would have it by Monday. That would have been great for black Friday deals. A few days to by nothing. Monday 25th I message them still nothing. I call the 26th and the guy that replied on the phone was very hasty,and a little been condescending. Told me they only have 3 people working so nobody has time to go to the post and check that everyone liked,followed,and shared.(doesn't take long)Also they said they needed to contact corporate for the funds hence why I want someone from this location to reach out. After that call I felt compelled to come on here now November 28th, over a week later since winning and write this. I want the headquarters only to contact me and make this right as this was a scam and due negligence on that locations part.

  Business response

  12/16/2024

  Ms. ******, thank you for your information! We are not associated with the company that's mentioned in your complaint. Clayton does not have any locations that we own that are called Homes Plus. Unfortunately, we would not be able to assist with this matter. 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to Clayton Homes Lee highway Bristol VA 24202 and tried to purchase an Berkshire 72 $75,000 mobile home I talked with Spencer ***** the sticker price of the mobile home was falsely advertised as $75,000 base and total sale price of $75,000 I have attached a picture of the false advertising I put in application for the Berkshire $75,000 mobile home was approved for financing however Spencer called me and said things couldn't be worked out that construction delivery and setup was an additional $10,000 bringing home to $85,000 this is bait and switch why don't they include the construction price in price listed advertised on mobile home? Why separate also I have a trade in with a NADA value of $9450 and Clayton was only offered $6,000 towards trade they are running a fraud operation and bait and switch I was misled and discriminated against because me and my mother's income is social security and Ssi

  Business response

  12/04/2024

  Mr. ********** The picture you attached to your complaint clearly states that the price of $75,000 is the home only price and does not include delivery, installation, and destination charge. We are not able to include delivery, installation, and destination charge on every sticker because the price for those items varies based on your property. Onsite inspections are needed to obtain bids from 3rd party vendors in order to provide exact pricing for those items. An estimate of $10,000 was given to begin your loan approval process. As for your trade in, NADA is an estimated value and doesn't take in consideration the housing market in your area and the quality of the home being traded. The estimate of $6,000 was given based on all factors, not just a book value. We are sorry that we are unable to sell you the home you are interested in at this time and hope that in the future you are able to purchase a new home. 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a home from Clayton Homes. Champion Homes is the builder in Kentucky, they built the house, shipped it back to Lebanon and Clayton Homes hired a company to bring it back to my house to place it on the lot. It was not put in correctly and rain was allowed to get in, I have water damage in my living room and there is mold growing from the wall between the shower and my closet growing into both rooms. I would like a new home to be completely mold free.

  Business response

  11/20/2024

  Good afternoon! The Clayton retailer has been in contact with the customer. They have previously made roof repairs. The independent manufacturer of the home has also been in contact with the customer and will now be in charge of assessing the issues and making necessary repairs. 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. ↩