ComplaintsforQuality Mobile Homes, Inc.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a modular home from company. The paperwork process was great. Working with the staff was good. When the house was put on property it was in wrong spot, septic field in wrong spot they never sent their people over to fix their mistakes. They sent people out about 9 times all saying everything is good. Since February and March of 2022 they was informed of house being un-level, problems with water pump. Trying to get issues resolved has been a nightmare. As of this date nothing has been resolved. The water well has been abandoned by the company that drilled it. We gave them power of attorney to deal with the contractors. Now they refuse to repair/fix what they did wrong. Before the one year warranty ends in January/February. This company acts as if they are waiting for warranty to expire. I had to get ahold of the company that built home **** **** which they stated house was un-level you can see it from road and quality homes never sent papper work to them for repairs. Quailty homes avoiding phone calls and when this ***** was contacted she tells me to sue the well driller they contacted. The well has been determined by water management to be no good and a new one needs to be put in. The well driller has abandoned the well and is supposed to give money back to quality homes not use due to quality homes being the one to hire him. I have no clue what they did with the money. It is quality homes responsibility to fix what their contractors do. When thus ***** has been contacted she is rude, sarcastic verbally abusive when she talks to my wife. Keeps saying that none of this is their fault it's the contractors,(they hired). Or she will tell us the repairs has been made when she proved wrong she keeps saying someone will be out their. This has been an on going issue.

  Business response

  10/18/2022

  Customer's statement has asterisk, my response is highlighted yellow. 

   

  **When the house was put on property it was in wrong spot. 

  The house was placed within the 5' grace allowance that is within standards and setbacks put in place by the county and health department, and was also within state regulation for manufactured housing set up and install. I had our licensed permit puller, the health department, and the county check setbacks after home was placed and all home and improvement placement is aligned with jurisdictional requirements.  All county inspections have passed: HVAC-Electric and Mechanical, plumbing, electrical, and building permits, resulting in a Certificate of Occupancy for this project. ATTACHED. 

   

  **septic field in the wrong spot

  The drainfield was installed by a licensed contractor in the state of Florida.  The drainfield and septic tank size/placement were determined by the health department and furthermore was inspected by the same health department that issued the septic permit and passed all final inspections.  The original preliminary placement of the septic tank with the permit puller (before health department does their assessment to issue a construction septic permit) is not always the definite placement because the health department has the final say-so in where it goes and if it passes.  In this case, the septic system installed has passed all county and health department inspections. See Septic Final attached.

   

  **They never sent their people over to fix their mistakes. 

  **quality homes never sent paperwork to them for repairs.

  This is untrue.  We have sent EVERY SINGLE email with photos that the customer has sent to the factory and we have proof of emails as **** going to the service center. The factory holds the warranty for any items needing repair in the home, so they are responsible for the service department communicating with the customer. 

  This is untrue.  We have emails and invoices documenting as such. 

  On 10/25/21, our contractor completing the trim out for the customer sent us items that needed to be repaired by the factory. Those items (photos and list) were sent to the **** *** service center on 10/25/21. 

  2/3/2022 - Customer said vinyl at front door was wavy on front and back of home. Pics and email attached and sent to **** *** service for repair by our office on 2/3/22, same day customer notified us. 

  5/4/22 - Customer said ceilings were bowing, crack in ceiling, outdoor outlet not working... Pics and email attached sent to **** *** service for repair by our offing on 5/4/22 same day customer notified us. 

  5/23/22 - Customer said water had no pressure. Customer told us, our office sent it to **** *** service on 5/23, same day as customer notified us. 

  5/24/22 - Customer said she has been trying to get **** *** service out to deal with the issues at her home and we forwarded her requests to the factory same day. IN FACT, I GOT THE 'HIGHER UPS' INVOLVED BECAUSE THE SERVICE AT **** *** WAS NOT ADDRESSING CUSTOMER'S ISSUES WITH HER HOME. SEE EMAIL where I included *** ****** - Regional Sales Rep, ****** ******* - Service Manager, ***** ****** General Service Manager with a locator and customer contact and copied the customer so they knew this took place! that we were doing our jobs! The customer requested to be added to the email with their contact info, so I did just that.  They emailed that at 2:35 PM and I responded at 2:36 PM.  

  5/25/22 - **** *** Service requested their contractor to go out, but could not reach the customer to set appointment. **** *** Service requested that Quality Homes call customer to get her to call **** *** service contractor ****, so we called customer and left message with customer per **** *** Service request.  attached. 

  6/14/22 - Our office emailed customers the service contact info with **** ***. 

  6/29/22 - Sent our plumber out because she had no water pressure in her shower and washing machine to ensure it wasn't something the plumber or set up crew did incorrectly.  It was not something the plumber or set up crew could address. (no leaks/obstructions present)

   

  **They sent people out about 9 times all saying everything is good. 

  so, based on the customer's comment, we absolutely DID send people out to the property, but if there is nothing wrong, what is there to fix if something is not wrong? We have been here for 35 years and sold over 7,500 homes..you don't exist in business like that by not taking care of your customers. 

   

  **Since February and March of 2022 they was informed of house being un-level, problems with water pump. Trying to get issues resolved has been a nightmare. As of this date nothing has been resolved. 

  This is untrue. The level-ing company has been in touch with the customer and they should be out 10/18/22.  Quality Homes has no problem getting her house re-leveled.  There is a warranty on the home leveling and it is being addressed. We were unaware of the home being unlevel until 9/22 and the customer called to inform us of this and we have been trying to get it scheduled...hurricanes..rain.... etc.  I have attached an email stating on 10/3/22 that I personally had no idea the customer was claiming the house was "unlevel"... So Again, we will fix it, but again we didn't know about this in Feb/March of '22, rather quite recently.

   

  **Before the one year warranty ends in January/February.  I had to get a hold of the company that built home **** ***s which they stated the house was un-level. You can see it from road. 

   The leveling of the home is being taken care of this week 10/17/22. There is a year warranty on the home leveling and the first time we heard of the home being unlevel was September 2022, not March as the customer shared. 

   

  **Quailty homes avoiding phone calls 

  If you were to check our email (which many are included attached) and phone records with comcast, which I am happy to pull, we take every call and every email from this customer.  

   

  **The water **** has been abandoned by the company that drilled it. We gave them power of attorney to deal with the contractors. Now they refuse to repair/fix what they did wrong.

  The water/**** issue needs to be handled by the insured and licensed **** company, ***** ****** ****.  They have been to the customer's site numerous times ALONG with ******** ***** ***** Management district who have addressed the **** issue with the insured/licensed company, ****** **** DIRECTLY.   What ****** **** chooses to do with that letter from the jurisdictional entity is up to them.  Quality Homes cannot dictate to ****** **** or ******** ***** ***** Management district what they can and can't do with their business practices. Quality Homes has never requested or had a borrower sign a Power of Attorney to deal with the contractors on the customer's behalf. That has never happened in the 35 years we have been in business. 

  That is false. The only time we have a power of attorney signed by the customer is for mobile home titling paperwork. 

   

  **The **** has been determined by water management to be no good and a new one needs to be put in.

  This is blatantly false. If you read the letter to ****** **** from ******** ***** ***** Management (attached) the casing of the **** needs to be repaired and **** dug a bit deeper than what it is.  The customer again seems to be making mountains out of things that they want to mold to fit their desires and grievances. 

   

  **The **** driller has abandoned the **** and is supposed to give money back to quality homes not use due to quality homes being the one to hire him. 

  Quality Homes does not have any knowledge that the **** was actually abandoned, nor does Quality Homes support abandoning the ****, infact we have proof where we emailed the **** driller and told them this is unacceptable to abandon the ****.  AND If they did abandon the ****, we have not be in receipt of any funds/monies for reimbursement for said ****. And, if funds were to be disbursed, we will dispose of the check. 

   

  **I have no clue what they did with the money. It is qualityhomes responsibility to fix what their contractors do.

  This is not true.  We never received any money from ****** ****. Not one single dime, as I told Ms. ***** with ****** **** over the phone and via email that I would dispose of the check if they did send money for reimbursement. Additionally, Quality Homes doesn't license and insure its subcontractors. Sub-Contractors have their own insurance, and should be held accountable as such.  The customer actually called here sometime in September 2022 and asked if we had received a check for the reimbursement from ****** ****, Ms. ***** told them no we had not received any money period from ****** ****, and Ms ***** asked them, "did they abandon the ****?" The customer responded with "No." 

   

   

   

  PLEASE REPLY ALL

   

  ***** *****

  Vice President

  Quality Homes

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

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

  Office: ************

  Fax: ************

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

   

   

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

  REALTOR®

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

   

   

   

  Customer response

  10/31/2022

  See attached emails. They knee of issues. And the well along with home being off more then 5ft

  Business response

  10/31/2022

  Their responses here merely confirm that we did know about their requests and have been sent to the factory about the cosmetic issues on the home.  In her screen shot she said she has been working with us to get a hold of the factory with no response from the FACTORY... not Quality Homes.  I provided EACH email to BBB of all the times she requested service and that Quality sent it to **** *** ***** immediately.  We have even provided her with their emails, phone numbers etc.  **** *** ***** holds their warranty. Not Quality Homes. 

   I explained the home being 5' off within the grace allowance for the county inspections and all Inspections passing with all items correctly placed with a Certificate of Occupancy.... and I said that in the BBB response and she just confirmed here with a screen shot of an email stating the exact same thing when I was honest with her in that email. 

  I am not sure what point they are trying to prove by sending screen shots of the exact same thing that I shared, only confirms our answers previously provided are suffice. 

  She provided images of everything I already sent to you BBB and the customer has them obviously as well. 

   

  Again, if there is an issue with their well, the well issue needs to be addressed with the well company, who is individually licensed and insured as an operating business.  They physically did the work.  They are the well drillers.

  I have already seen, read, and provided to BBB all the documents they just sent to this 2nd complaint in response to our first reply. 

   

   

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