ComplaintsforTown And Country Homes

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In February 2021, we closed on the purchase of a mobile home for our daughter. We were told we could have it delivered any date of our choice. They wanted it gone in 3 days. There is a punch list that's to be turned in after 2 months in the home of items that need repair. We sent it in May 2021. No repairs have been done yet. Skirting was to have been done as well. It was finally put on in September. The receptionist sent us an email (actually sent to my daughter) pretending to be someone from the service dept. Becayse they didn't do the repairs before Hurricane Ida we have a bigger problem. We now have mold. Still no one comes to help. Now I am seeking an attorney as they will not take my calls, the fax number I have no longer receives faxes. This company is a joke & preying on people.

  Business response

  01/20/2022

  Business Response /* (1000, 13, 2021/12/23) */ Customer did turn in their punchlist before Hurricane Ida & *** personally spoke with ***** concerning her list. ***** understood that there were only minor things on their list at that time & we had people that had major leaks that needed to be tended to. After Hurricane Ida, ***** called & emailed reporting that she found a leak possibly from the ice maker. ***'s response via email follows: Good Morning, My apologies for delay in reporting to you about your service issues. We continue to have outages with our phone & internet systems. We are also currently experiencing great delays in service due to the extensive damage to some homes. All of your issues have been reported to the factory & they will be handling your service, however they are also experiencing challenges in making arrangements for a contractor to service homes in LA due to the challenges in our area from Hurricane Ida. I assure you that they will get your items resolved as soon as possible. In the meantime you can assist them by turning the water valve off to the ice maker which may be causing the leak by the fridge that has produced mildew. Also if you spray bleach on the areas with mildew this should help to keep it from spreading. Your patience & understanding in these trying times are very much appreciated! >After email was sent, ***** text the sales guy stating, "Today is Friday and I still have not heard from anyone! What is their problem, I guess they want to pay off our trailer. Because that's what I'm going to have my attorney work on." >Sales guy responded, "*** emailed you 9-21-21" then he sent her a picture of the email & what address it was sent to >***** did not respond to the email, but responded via text to salesman, "Sir, this is not an email from the service department & it is clearly a BS one at that. I stated to you what needed to happen today and it did not. I guess we will be getting in touch with our attorney. Thank everyone involved for not doing a **** thing!" >On 9/30/21 ***** sent a text stating, Just to keep you informed. Was meeting with my attorney ***** ****** today, but was canceled due to a death. I will be meeting with him next Wednesday. Can you please give me the name & number for the general manager & name & number for the owner (owners)? You played with the wrong person." The 1st time ***** called the office to speak about service, she spoke with *** our Office Manager who handles service. ***** said who she was then asked *** if she could hold, *** had been on her way out the door, but stopped to take *****'s call & *** was shocked when asked to hold & said, "I guess so & began trying to explain she was on her way to an appointment but stopped to take her call" but before she could finish her statement, ***** huffed & hung up abruptly on ***. ***** never wants to actually discuss the situation when she calls & has hung up on every person in our office multiple times. Staff has said she is quite rude, yells & slams the phone down everytime they try to talk with her when she calls. We have confirmed with the factory that this customer will receive service on their home after the holidays. Between COVID & Ida our service crew as well as the contractors for ******** ************ are very far behind at getting customers serviced, however all of our customers issues get resolved. Unfortunately this does not happen in a timely manner at this point due to shortages in supplies & labor. Consumer Response /* (3000, 15, 2021/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, let me start by stating that most of this response by Town & Country are redirecting the finger to us. This is all on them. They first started by trying to rush us to take possession of the trailer before we were ready for it. If they had at least fixed the refrigerator when we reported it on May 27, 2021, we would not have MOLD in this home now. Second, I want to address each statement made by Town & Country. 1. *** did tell me that they were behind in getting service tech out. However, I was not told that since my list was minor it would take some time. Ex. The refrigerator leak was on the 1st list sent. If they had taken care of it there would be no MOLD issues. 2. Yes, *** did send an email to my daughter whose name is nowhere on the title or financing. 3. *** is supposed to be the dealerships office manager & notary. She did our closing. We were never aware of here being in charge of the service department. 4. I have always wanted to discuss the issues we have, but after leaving message after message with no return call we had enough. And if by some miracle you speak with someone and the just want to take another message. No one would discuss anything with me, they just gave me the same old speech. 5. They even tried to set us up with a contractor that lived 2 hours away. The contractor was ******* ****** at XXX-XXX-XXXX. Again, they had him call our daughter. I spoke with Mr. ****** and explained everything wrong. Mr. ****** contacted the manufacturer & he told them that he could not do the job for that price. He also stated that he contacted *** and told her that he could not do the job for what the manufacturer was paying, Mr. Graham stated to me that *** asked him to take the job and that Town & Country would make up the difference. We made arrangements to him to do the work the first weekend in December, since we would be out of town, Called Mr. ****** on Wednesday, December 1, he said he needed to check with his brother about the job. Called back Wednesday evening & same thing. Texted him on December 2, no response. Texted him on December 3, no response. By this time, I just gave up again. I was tired of being the one to get this done. It was in our contract that they would do this & they have not done anything. My daughter has been in the home for almost 9 months now. 6. They stated that they have confirmed with the factory that we would have the repairs done after the holidays. Well, that is news to us. We have not gotten an email, text, or phone called stating this. 7. If they had done anything we would no be in this situation. Even our salesman was surprised that there hadn't done any of the work. We did everything we were supposed to do & yet they are pointing fingers at us. All we wanted was the hone to be repaired, but now that ship has sailed. Our daughter how lives in a **** HOLE! Business Response /* (4000, 17, 2022/01/07) */ Recorded closing from 2/19/21 at 29 minutes & 21 seconds into the recording we discussed reporting issues & turning in their punchlist at which time *** told the *******'s that things are reported to her and when ***** has called & left messages she has asked for *** knowing that is who handles service. I would be happy to provide a copy of the original punchlist faxed over to our office on 5/27/21 at which time *** spoke with ***** concerning the punchlist and *** specifically stated to ***** that her issues were minor & there are other customers that had major roof leaks that we had to tend to. ***** stated her understanding at that time. The original punchlist did not state a major leak, just that the ice maker drips water under the ice maker when making ice. During the recording ***** stated that she understood to turn off the shut off valve to areas where there may be leaking. On 9/8/21 a sales person in the office spoke to ***** who reported: During storm .... Found mold .... Not sure if roof leak prior to ... mold behind fridge. And on wall by fridge. Not sure if existing prior to storm or from storm damage. I asked her if she had contacted her insurance company and she had not. She wasn't sure Who to contact first. Due to lack of ability for us to send a service person to get the issues taken care of & Ms. *******'s attitude & threatening an attorney when contacting the office we chose to send all of her service request to the factory & emailed them on 9/20/21 The factory has had her work order created. But due to the storm challenges could not get into the state for awhile as there was no where for them to stay when coming down to do service. With those difficulties we had already been searching for someone to help handle service and we found Mr. ******* ****** and assigned it to him. As she stated in her rebuttal we offered to pay to get her taken care of to get her off our case, but unfortunately have not been able to reach Mr. ****** further after speaking with him the last time so we turned it back over to the factory. Who has just recently been able to get into the state. They have a huge backlog of customers that have been waiting longer than the *******'s, but they are diligently working those orders & will get to them ASAP. Unfortunately these are difficult times right now as I am sure the BBB understands the shortage of workers everywhere, and the ******** are not the only customers for this factory as their homes are popular and there are an enormous amount of people that require service, but their guys can only do so much at a time. We and the factory guarantee that their issues will be resolved it is just taking longer than normal due to extenuating circumstances. We beg Ms. ******* to show some understanding of the challenges faced all over our country. We want her issues resolved more than she does. We never want a customer to be dissatisfied and continue to slander our name and continually call our business with such an unfriendly attitude. The factory has asked their contractor to get to them ASAP after the holidays and this is the 1st week after the holidays so we are sure they will get to them sooner rather than later. *** spoke with the factory yesterday & the contractor should be getting to them next week. Consumer Response /* (4200, 19, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, they had our punch list since end of May '21 & it stated that there was a leak with the ice maker. My thoughts about this are if they had sent someone out in a timely manner to fix the problem with the refrigerator, they would have found the bigger leak that we did not know about. I did call & tell them about the mold, and I did tell them I wasn't sure what happened and that I was contacting them and the insurance company. The insurance adjuster came out and he concluded that there was no damage from the storm and that the leak was from the refrigerator. I called *** and left yet another message for her as to the adjusters' findings. And again, never hearing back from anyone. Now, Town & Country & ***, were aware of our problems (since end of May '21) and had 3 months to get a service tech out there before the storm ever hit. I am also wondering why they are handling storm damage for other customers, when clearly, they are "Service". *** stated there was a manpower shortage before the storm and it now 5 months after the storm and they still have a shortage? My issues have gone on since the end of May '21 and it is now January '22 (8 MONTHS). The factory tech did contact us on Thursday, Jan. 6 at 5pm asking if he could come to the home on Friday, Jan 7 at 9am. The tech did tell me that he did have the work order for a few day & it did say to handle ASAP. They only reason he contacts us then was because he had a cancellation. I guess that is ASAP for him. This is a 14-hour window. We were not prepared for him to come as we have missed work to accommodate others coming out to inspect the home. Also, after speaking with the tech I was not in agreement with him as to how he was going to deal with the mold. He was not going to do any mold remediation to the home. All he was going to do was spray something on it and call it a day. We paid a little over $80,000 for this home and now with the mold situation, this home has diminished value considerably & it's only 8 months old!

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