Complaints

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chose and purchase a home in July, from this company and signed paperwork on 8/3/23. I have been getting the run around every step of the way. They have continued to lie and make false promises. I don't have the keys to my home. And I can't move in until everything is completed. Was in contact with the manager (******) up until November 28th when I had enough of the accusations that it was MY fault that everything is taking as long as it has. I have documentation and screenshots of absolutely everything between the manager (******) and operations manager the one who helped us sign paperwork (****). Who is our point of contact if anything is wrong. The ** Unit just got ordered this month ! Better late than never I suppose. It is hitting close to 6 months that I am paying for a mortgage on a house that I am NOT living in.I would like for them to pay these last few months back considering it was not my fault that the contractor that THEY hired is unable to do their job accordingly and in a timely manner. They have lied to not just me just to Atascosa County as well. And blaming me for the wait when the job could've been completed faster if they communicated better.

  Business response

  01/10/2024

  To whom it may concern, 

   In response to ********************** complaint, we have done everything to get things done as soon as we can. In August, we informed ****************** that she would need a flood elevation certificate filled out and sent to the county to get things finished on her home. **** the salesperson helped her fill out the form and informed her to take it to the county. She did not and my contractor mentioned it to her again a couple weeks later, including **** the operations manager. ****** later she comes in complaining about not being in her home and we informed her again about sending in the elevation. She finally sent the certificate on October 16,2023 and immediately started working on her project. Also, ****************** was told that she needed a 911 address as well and didn't give that to us until October 31, 2023 and was told several times about getting that to us. After recieving bout the elevation certificate and the 911 address, we informed ****************** that some of the permits may take more time than others, but we would get done what we could as soon as we could. ****************** did not accept that and started calling the county and accusing us of lying about getting permits and complaining about us not getting the job done when she wanted us to do it. Everything that we promised ****************** has been completed and the only hold up was caused by her. As far as the keys to her home, we told ****************** in August that she can pick her keys up. As of now, the only thing we are waiting for is a walk through of the home, in which we informed her of this December 21, 2023. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 28, 2023 we put down a $45,000 deposit for a custom built manufactured home. Smart Choice didn't deliver the home we ordered. It's a different model and has different appliances and features. When the house was delivered we weren't keys to access to it until after the warranty window. After complaining, the manager said he would replace the house or provide a refund of our deposit. On 11/1/23, the manager didn't keep a designated appointment time and texted that he was backing out of the agreement.

  Business response

  01/10/2024

  To whom it may concern:
  Heres a timeline of Smart Choice Manufactured Homes interactions with *********************************.
  August 23, 2023, Mr. and *************** came into our office and special ordered our singlewide Grant ***** and made minor changes. We wrote those changes down and both Mr. and *************** signed the document and left $54,000 to order the home.
  October 19th, 2023 Mr. and *************** came into Smart Choice Manufactured Homes to close on their home.
  October 22,2023, the home was delivered to Smart Choice Homes and Mr. and *************** came to the lot to see the home before being delivered. Once they seen the home it was delivered and on October 24th,2023, the set-up company called ************** to inform him that they would be finishing the setup of the home.
  October 25th, 2023, the customer called to get the drop sheet to do his electrical and requested his ac to be ordered for installation. Later that day he called requesting a meeting because he was not satisfied with the home.
  October 27th, 2023, myself (*************************) and my operations manager (***********************) met Mr. and *************** at their property to go through the home where she claimed that the wrong home was ordered, and I showed her the paperwork where she picked her home and signed for the colors that was there. She claimed that floor color was wrong, the toilet was on the wrong side of the master bathroom and that the closet was supposed to be in the bathroom as well, and I informed her that we do not have any homes on our lot that fits the ***** she described, and that I would go to the lot and look more into her file and home. I went back to the lot and walked the ***** the ***** that was duplicated and confirmed it was the right home. ************** also admitted to seeing the floors and not saying anything until this day.  Everything else that was wrong with the home was cosmetic.
  October 30th, we tried calling ************** to inform him that we looked into his file and confirmed that we did everything right on our end and we would not be taking the home back, but no answer so we text him.
  October 31st, Mr. and *************** came into the office while I was out handling an emergency with my son, and when I came back I tried calling them and no answer again, so I texted them again stating that Smart Choice Ordered the home the way they told us too and that they accepted the home after seeing it on the lot, allowing it to be set up,  and trying to order the ac.
  November 6th, ************** called and notified us that they were ready for their ac and that they would get their service list together for us. At this time, we ordered the ac.
  November 8th, ************** claimed that we didnt give him any paperwork of the home, or owner manual. We informed him that the manual is on the flash drive given to him the day of closing with the paperwork.
  November 13th, *************** sent in her walk through checklist for service repairs.
  In closing, Mr. and *************** had several times to tell us the home wasnt right before the home left our lot. The home was correct and ************** accepted the home and we did what we were supposed to do and still doing what we promised the customer. 

  Customer response

  01/12/2024

  Complaint: 20967175
  
  I am rejecting this response because:
  

  This statement from Smart Choice is incorrect and mostly untrue. We appreciate you forwarding us their response to our complain.  We will be forwarding this to the other entities investigating this company. We will forward any and all new information that we receive as we receive it.

  Regards,
  
  *****************************

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  several things needed to be repaired. As we started to share our list of repairs which included a replacement of the island leaks from the floor and counter repairs and several others, we noticed that the repairs were been made incorrectly and just covered up instead of actually repaired. Our carpet was put in wrong and we still have a sunk in Floor from a leak that we had last year. When we shared information about our leak, the company said they would come and fix the vinyl only however the floor is sunk in and the water has leaked to the wood which Im sure has created mold. Due to that leak under our sink there has been mold buildup and they pretty much only came to clean out the mold With bleach and patch the leak. We have stayed with a sunk in floor right next to our sink and washer area in which We have to walk over to To get to our washer. It has been almost a year and it has not been replaced, we keep getting the runaround and told that they are going to send someone to fix it however they are only going to replace the vinyl not the wood underneath. Which means we are left with a sunk in Floor still. This company has been the worst company we have ever dealt with. Even after speaking to the general manager and him begging us to not leave a review and promising to get it taken care of, is now not able to talk on the phone and follow the warranty guidelines. They are now refusing to speak to my wife because she is not on the note and have made every step of the way difficult and stressful for our growing family. I have several pictures and conversations with dates to prove that time and time again we keep reaching out with nothing being done. All of the trimming in our home is coming apart, our countertops are all stained yellow from the glue that they used, All of our kitchen cabinets have scratches of paint coming off and all they did was cover it with a white out type of paint. Our doors still do not close right and the paint from outside is peeling.

*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. ↩