ComplaintsforIntegrity

• Initial Complaint

  09/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a mobile home in *********** in March, 2023. The purchase contract states subfloors have been replaced. Within 3 months from purchase floors in both bedrooms, living room, dining room and hallway started falling in. Attached photos are of the living room. Floors in other rooms are as bad with floors caving in. Subfloors in kitchen and one bathroom were overlayed, not replaced. Since the seller had installed new laminate and carpet thru out the entire home, we believed what we were told in writing by Integrity. I feel, because Integrity was acting on behalf of the seller, they should be held responsible for the false statements made.

  

  Business response

  10/04/2023

  We empathize with your frustration and apprehension concerning the state of the mobile home you acquired in ***********. It is undeniably disheartening to learn that the subfloors did not align with the description provided by the seller to both our brokerage and yourself as the buyer.

  We understand your perception that the brokerage should be responsible for the inaccuracies in the information provided by the seller. However, it's important to clarify the role and responsibilities of our brokerage in the transaction. Our primary duty is to facilitate the sale between buyers and sellers, acting as intermediaries in the process. As a brokerage, we do not physically reside in the homes nor do we conduct inspections. We must rely completely on the information provided by the seller to understand the details about the property.

  While we did advertise new subfloors solely based on the seller's representation, we also include a disclaimer at the bottom of all our advertisements. This disclaimer emphasizes the importance of independent verification by appropriate professionals, as we cannot guarantee or warrant the accuracy of the information or condition of any property. We want to emphasize that we have no intention of intentionally misleading any buyers, particularly in a community to which we have such strong ties.
  

  In the purchase agreement, there is no specific mention of subfloor replacement; instead, it states that you purchased the property as-is with the right to inspect. It appears that you opted for a 4-point inspection instead of a full inspection, which may not include an examination of the floors. Your reference to the subfloor replacement likely comes from our Seller's Disclosure, a document completed solely by the seller and signed by both you and the Seller. It's important to note that, in mobile home sales, a seller's disclosure is not mandatory, but we choose to have them completed as a courtesy to provide additional information to buyers.

  We share your disappointment with the current situation, and it appears that there may have been miscommunication or misunderstanding on the seller's part, or potentially her renovation team's part. We hope you can acknowledge that the seller's renovation was conducted prior to listing the property with the brokerage and under circumstances beyond our control.
  

  Confirming documentation attached:
  Listing Information Sheet: from the homes listing appointment signed by the Seller confirming the information provided to Integrity.
  Screenshot from an actual online advertisement of this particular property showing the disclaimer in the homes description.
  Agreement for Sale and Purchase showing that the home was purchased As-Is with Right to Inspect.
  Sellers Disclosure completed and signed by both the Buyer and the Seller that indicates to Buyers that the following representations are made by the Seller and not the brokerage and that the information indicated is based on the Sellers knowledge.  Seller signed the document indicated that the information provided on this disclosure is complete and accurate to  the best of the Sellers knowledge.
  The Final Walk Thru that asserts no oral or implied representation or warranty of the propertys condition was made by the brokerage.
  
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, my name is *********************** and I purchased a ***** Home here in ********, **, to be closer to my elderly dad, I did this thru; Integrity ***** Home Sales real estate company. Now mind you that I do not know a thing about ***** homes, but after being here for over 5 months now I have a bad feeling that this company is taking advantage of unsuspecting elderly people such as myself, my dad, and at least the Lady who owned the home I purchased it from. My complaint is; I never received the title to the ***** home that I purchased, neither did my dad and neither did the lady who owned my home before I bought it. The county Tax collector told me that its against the law to sell one of these properties without a title. This was my life savings! Can you help me, PLEASE! Can you also help my dad! *********************** is the agent whom sold the property's to both me and my dad - Integrity ***** Home sales - ***********. her email - ******************************************. Now she is an elderly woman that works for her son, her son owns the real estate company and they sell quite a few homes for *********** ***** home parks. I think her son is taken advantage of his own Mother by asking her to sell property's with NO Titles. Please help us to fix this problem. Sincerely ***********************

  

  Business response

  06/12/2023

  Thank you for bringing your concerns to our attention through the Better Business Bureau complaint. We apologize for any inconvenience or frustration you may have experienced regarding the delay in receiving the title for your mobile home sale. We understand the importance of timely and accurate documentation, and we sincerely apologize for any delays in processing the necessary paperwork. Our aim is to provide excellent customer service, and we regret that we have fallen short of your expectations in this instance.
  

  To address your concern, we have taken immediate action to investigate the matter and expedite the processing of your mobile home sales title. We are working closely with the relevant departments and agencies involved to ensure that your title is obtained as quickly as possible. We appreciate your patience during this process and would like to assure you that we are committed to resolving this issue promptly. We will keep you updated on the progress and provide you with the necessary information as soon as it becomes available.
  

  As for your fathers title, after a thorough investigation, it seems there might be some confusion or mistaken identity in this matter. Upon reviewing our records, we found no evidence or documentation indicating that we have sold a mobile home to him. Further, it is our understanding that your father did receive his titles for the purchase of his home.
  

  Once again, we deeply apologize for any frustration or inconvenience this has caused you. We value you as our customer and appreciate your business. If you have any further questions or concerns, please do not hesitate to contact our customer service department, and we will be happy to assist you. Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.

  
  

  Customer response

  06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer response

  10/18/2023

   
  Complaint: 20134176
  
  I am rejecting this response because:

  This is *********************** asking for help once again for the same issue as back in June this year.

  It's been 10 months now since I purchased my ***** home. and still no Title! I feel I'm being taken advantage of!

  back in June someone did come to my home from all parties involved and said they are working on getting me my Title.

  I think that was a lie just to keep me quiet.

  Integrity ***** home real estate company sold me a ***** home without a Title. The tax collector's office told me again last week.

  It's against the law to sell a property without a Title! 

  My wife and I was at the tax collector's office last week to change over our out of state license plates to ******* plates.

  we are now real Floridians (not snowbirds) so my wife asked about the Title and received the same answer as I months ago.

  Now she is worried. and it's not too good for me that she is worried. my father did receive his Title a couple weeks later after the last time i contacted the BBB. this letter is about my ***** home only.

  The woman that owned this same ***** home before me never received the Title either and got lucky to sell it to me, an unsuspecting buyer.

  
  

   

  Can you please help my wife and I.

  
  
  Sincerely,
  
  ***********************

  

  Business response

  10/27/2023

  We fully empathize with the frustration you've experienced throughout this process. We've maintained open communication with you, discussing the ongoing efforts to address this issue on multiple occasions. As a matter of fact, your community office provides you with weekly updates to ensure you are well-informed about the legal steps being taken to rectify this problem. We're pleased to report that significant progress has been made in the past week, and while I am unable to offer you a precise date, we are now on the verge of completing the process.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ** was advertised as a 30' Open Range travel trailer, We contacted *****************************, Integrity Mobile home sales, and conveyed to her we felt the advertisement and pictures did not depict what was found on inspection. It was 23' of living space, not 30'. Tongue to rear bumper is just 29 feet, In addition, it was not disclose, that there had been an animal present and the couch surface was damaged beyond repair due to apparent claw marks left by claws of such animal. This damage was not revealed neither in any of the photos within the listing, nor in any disclosure by the seller. Pictures are available upon request which were on the listing page, as well as photos taken by my wife once she entered the rv. ***************************** insisted the ** was in great condition with nothing wrong with it. I took her for her word as she had stated she was a prior police officer. I was hesitant at first to purchase, after being told repeatedly that many buyers in this area buy "site unseen" To replace the existing couch at the ** dealership would be $1100 +. (my wife took a trip to the LazyDays Rv where this ** was purchased to obtain this information. My ******** are very disappointed in the entire process...we relied upon "honesty and integrity", It was stated that the ** could be moved, restrictions state in either two or five years depending on the lot you are on. For future reference, the listings need to be more precise, and up front for potential buyers. To emphasize this, we talked to a salesman at the Lazy Days ** dealership in this area, and they stated that this listing should never have been stated as a 30' trailer. I sent two emails to the broker ***************************, and never received a response. My wife and I who are in our mid 60's are devastated, since this is our first adventure to snowbirding. We had no choice but to trade in the ** a week later for upgrade and lost ****** dollars. The street value for this particular ** is approximately $16,000

  

  Business response

  05/31/2023

  I am writing in response to the complaint filed against Integrity Mobile Home Sales regarding the sale of an ** by ***************. We take customer satisfaction seriously, and I appreciate the opportunity to address the concerns raised in this complaint.

  First, I would like to express our regret that Mr. *** is dissatisfied with his purchase. We strive to provide accurate and detailed information about our products to ensure transparency and fairness in every transaction. However, I understand that discrepancies can arise due to individual interpretations and expectations, especially when it comes to pre-owned vehicles.

  In the case of this ****** is important to note that pre-owned vehicles *** have wear and tear consistent with their age and usage. The ** was advertised as a 30 ft. long travel trailer direct from the homes description. The length or the square footage of the available living space was not posted in any advertising. We encourage all potential buyers to have a full inspection and perform due diligence before making a purchase decision. In fact, our Agreement for Sale and Purchase establishes that Buyers are purchasing the vehicles as is, where is with right to inspect.. 

  Regarding the specific issues raised by Mr. **** we have tried to offer our assistance in resolving the matter. We understand the importance of customer service and want to ensure that our customers are satisfied with their purchases. I understand, Mr. *** had multiple communications with ********************** our Vice President of Operations, in an effort to work towards a mutually agreeable resolution. An offer was made by *************** to personally relist the vehicle free of charge to help Mr. *** recoup his money but he chose to trade the home in at a loss. We would have liked the opportunity to get Mr. *** full value for his vehicle. We value our customers and their feedback, and we are committed to resolving any issues that *** arise.

  Thank you for bringing this matter to our attention. We remain committed to upholding the highest standards of customer satisfaction.

  Customer response

  06/03/2023

   
  Complaint: 20040955
  
  I am rejecting this response because

  The offer to resell  for free was never communicated to us.  In addition, the market value of the ** was not the $24,000+ costs we incurred. Our complaint is how the sale of the ** was presented, misleading and misrepresented.  A couch that was destroyed by the dogs left in the ** is not normal wear and tear and the urine stains on the floor is not normal wear and tear including the water damage in one of the compartment storage spaces. The cost to replace the *************** would be $1200 per Lazydays, not the couple of hundred dollars the realtor who we bought it from stated it would cost.  
  

  Integrity homes does not specialize in **s as ************** stated to me, they sell manufactured homes. We discovered later in the process the ** was owned by the realtor who sold us the ** and not by a private citizen.  The ** was sold under the umbrella of Integrity Homes  by the realtor  because she still had a lien on the **, and that allowed a sale with a lien. Any professional ** salesman would  tell you that an ** is sold by the amount of living space not the actual total length of the **, which is from rear to tip of the tongue in front. The realtor was not truthful during the entire process.  She said she was selling the ** because the owner was purchasing a home.  She stated she had no idea there were pets in the **.  In fact per park employees she would periodically check on the ** with dogs on the premises.    The pictures depicted a beautiful ** with the appearance of a family living there (kids toys)  ruse!  Once my wife arrived within a few days she discovered the pictures were misleading.    Since our money was wired to the owner/integrity mobile home sales that would make them a party to this sale.  As a retired couple we were mislead to believe the ** was as depicted in the pictures.  The realtor seemed pushy but once she told me she use to be a police officer my guard was lowered.  As a 30 year veteran of a police department I took her word for the condition of the **, site unseen.  The purchase order also states there were no liens  on the vehicle and  that was not true.  We felt when we went back to the company to address our concerns they would have made it right and bought the ** back from us.    

  
  Sincerely,
  
  ***************

  

  Business response

  06/12/2023

  Thank you for providing us with clarification regarding your complaint filed with the Better Business Bureau. We appreciate your patience,and we apologize for any confusion caused by our previous response.

  As a licensed company specializing in both mobile home sales and RV sales, we understand the unique nature of these transactions and the responsibilities involved. We understand your concern about the trade-in value of your mobile home and the difference between its market value and the amount offered.  Our VP of Operations attempted to offer his assistance in getting you the most for your home, free of charge. We apologize if this did not convey.

  We would like to provide you with a detailed explanation of our role as a broker and clarify our responsibilities in such transactions. As a mobile home broker, our primary function is to facilitate the buying and selling process by connecting sellers with potential buyers. Our involvement typically ends once the transaction is completed, and the buyer takes possession of the mobile home. It's important to note that our role does not involve any ownership or financial interest in the mobile homes we broker. Consequently, we do not have the authority or obligation to buy back a mobile home after the transaction has been finalized.
  

  We understand that there may be various reasons why you would like us to repurchase the mobile home. However, it's crucial to acknowledge that any post-purchase issues, including buyer's remorse or dissatisfaction with the mobile home, fall under the purview of the buyer and seller. We encourage you to communicate directly with the seller to discuss any concerns you may have and explore potential resolutions. We genuinely value our customers and strive to provide excellent service throughout the entire buying and selling process. While we empathize with your situation, we must clarify our limitations as a broker in facilitating buybacks.
  

  Thank you for bringing your concerns to our attention, and we appreciate your understanding.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********************,I will not be agreeing to pay $500 for a company that has done absolutely nothing for 2 months to sell my home. The link on the website has not worked so my family and friends can see my home.****** has not brought one person over to see my home or called or texted me if there are any interested parties.The listing is ridiculous, 3 short lines about my home, more about *********** than my home, nothing to highlight the things that make it special.I and my family are HIGHLY disappointed in your companies and Connies professionalism. I honestly do not think ****** cared about my home at all and it showed. Maybe her other interests are more important than selling homes now and that should be addressed on your end. I WANT TO BE RELEASED TODAY BY 5PM or I will let it be known to all how unhappy and unprofessional your company is and how I have been treated by your company.My listing should have included things like, exterior motion lights, underground sprinklers, inside laundry room and huge pantry, new floors living room and dining room, etc. I have lived in CC for 11 years and did dog grooming, hence I know a LOT of people in this park, if you get my drift.Cancel #4 and 5 of this docusign and release me. I want to hear from you by 5pm today and am expecting #4 & 5 to be amended.I am CCing this email to BBB and if you want it taken down, IMMEDIATE ACTION IS CALLED FOR. Sincerely,*************************** ************************ **************************************************************************

  

  Business response

  03/09/2023

  Thank you for bringing this to our attention. Integrity has no idea you were unhappy with your agent or our service. We sincerely apologize that youve had a bad experience. We set a high standard for ourselves, and were so sorry to hear this was not met in your interaction with our business. I understand that weve connected you with a different agent and they have been working with you to try and alleviate your concerns. We are so glad that you decided to stay signed with Integrity and give our organization a second chance to sell your home. We cannot fix the past but going forward we will work hard to satisfy your expectations. Thanks again for your feedback, we will certainly take it on board. It is reviews like yours that help us to learn and improve our client experiences. 

  Customer response

  03/15/2023

   
  Better Business Bureau:

  The business has made contact with me and we amended my concerns. I am satisfied to be working with the new sales agent.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩