Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We order/purchased a 2024 ******* double wide from ******************************************* office. The home came to the ******* lot late and damaged in transit. All the Sheetrock in the living room was off the walls and in the floor, ceilings in both sections severely crack in multiple places. As first time home buyers we were lost and couldnt afford a lawyer. We told the lot manager, ***** ****, from sold us the house we did not want this home but she told us legally we had no choice but to accept the house. We were assured everything would be fixed perfectly, that this happens all the time. We were told the house was complete, told to drive to ******* to get the keys, then drive to the lawyers office in ********* for closing. Not yet had we been allowed to go inside the home on our land, we were told we couldnt enter the home during repairs due to ********* Homes insurance policies. No one from ********* Homes showed up to the lawyers office for closing nor did anyone show up for a final walk through, we were told to email them anything we found wrong. On day one we called ********* Homes Kinston lot manager ***** **** with a list of over 40 items wrong including the house had the incorrect laundry room from what was ordered. ******************************** Beulaville office sent out a contractor that barely patched a few items on the initial complaint list. Several calls and emails for months to Down East Homes with no response or reply of actual repairing any items growing on the list. In June-July we contacted ******* Homes Tennessee office, which built the home. Their service department sent a technician out, repaired a few items, took several pictures and now we cannot get any more responses out of ******* Home for the last few months. We contacted ******* Homes customer advocacy and they have been no help. Our 2024 home is falling apart around us (literally, molding, sheet rock falling off) and now that Down East Homes and ******* Homes have our *******+ dollars they ignore us.

  Business Response

  Date: 01/15/2025

  After reviewing the the information Down East has on the Ham project I do see 40 items listed on items needed to be fixed.  All items show to be fixed.  These dates are from 10-05-23 till 7-10-24 for being fixed.  Warranty on the home expired on 11-22-24.  The factory does have a few TBD (approx. 10 items) that show still pending.   Down East suggest the consumer to reach out to the factory service department to see what the schedule is for these items and if the factory will warranty them or if these items are normal wear and tear.  There is also a note of a cabinet being fixed 11-18-23.  As far as the warranty and items needed fixed Down East feels they have handled all items properly.  House shipping is done via the factory to our sales lot and appears any damage that was caused has been fixed by the factory.  As a rule for Down East Homes we will accompany any customer to their closing if asked and always offer a walkthrough on the home.  Down East also does an inhouse walkthrough during our power up on the home.  No notes show of any major damage during this power up and walkthrough.  *** or Mrs. **** please send the signed floorplan showing the laundry room you signed off on and pictures of the laundry room you have to ***** so we can research this.  Down East prides their self on selling a top notch home and want to insure you get the proper product.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Leaking roof, very poor ,incorrect installation. Biggest problem of all the rest.

  Business Response

  Date: 10/11/2024

  To Whom it May concern.  The home purchased was set up via the home Manufacture, in this case it was Champion Homes.  Champion Homes was responsible for the raising of the roof and the shingling of the raised roof on the home.  Down East has reached out to the factory about the concerns of the customer.  Here is the response from the factory.

  I went to the home on 2/14/24 for some of his concerns.  One of which was a shipping plastic nail hole that was not sealed, and was dripping now and then.  Our contractor went on 3/12/24 and repaired all of his concerns including that nail hole.  His warranty with the factory expired in January of 2024.  He called me on 10/3 stating that he had found a new roof leak, and that Corner Stone had asked him to get a estimate.  He said he just called to let me know.  We have not heard anything else since then.

  
  Ron Burandt
  Asst. Service Manager
  State Case Coordinator
  Site Construction Inspector
  Champion Home Builders
  023  Lillington, NC
  910-208-9156

   

  Down East Homes has passed along the information from the customer to the factory.  As noted above the factory has also been in contact with the customer.  Down East Homes offers a one year warranty on all homes sold.  This homes warranty as stated above has expired.  Also over the past 2 years North Carolina has received several storms bringing high winds and heavy rain.  These storms can cause damage that is not covered under a warranty.  With the information I have gathered Down East Homes will consider this claim closed.  Please respond with any questions or concerns.

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HV** unit constantly goes out and we constantly call to the unit fix and they come out but do not fix the issue, or the say they're going to come out and fix the issue and end up not coming. It is currently 82 degrees hot in the house because the ** doesn't work. Our first winter here the heat didn't work turns out only half of the house was hooked up to it. These constant issues with the heating and cooling system is so frustrating. The warranty ends soon and I feel as though the company is not addressing the issue so as soon as the warranty is over they can say "it's your issue now". The service manager that supposedly is "handling the issue" has done a pitiful job regarding communication. This doesn't even include the minor issue we've had to fix within 6 months of living here.

  Business Response

  Date: 06/03/2024

  I personally have called the number supplied with no answer.  Down East Homes takes issues seriously and would like to help the customer with their problems.  However at this time the name supplied does not match our records of a home sold.  There was no address supplied for us to cross reference with our customers either.  Down East ********************** will continue to call and reach out to the number supplied to solve any outlying issues.  If ***** reads this response please reach out to the dealership that sold your home and let us help you with your warranty issues.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21761160
  
  It appears that I have one missed called from a ************** from June 3, 2024 at 4:03pm, the voicemail that was left wasn't even a message. There was no need for me to call the dealership again if all i get is "they are not here at the moment". After many many calls with the **** company that originally installed the unit it appears they have fixed the issue on their part. However, that does not excuse the inconsistent communication and poor workmanship from DEH. There is no reason for a brand new unit to go out so much. Even on the day that we did the walk through the ** wasn't working, that should've been the first red flag. Not once did anyone apologize. I understand that sometimes there are faulty things but it wouldn't have been as bad if someone would've communicated properly. Having two small children and coming home to ***** degree heat inside the house, then having to go buy expensive indoor units is not fun for anyone. Moving forward, we hope this one issue is fixed. 

   

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