ComplaintsforCamelot Home Centers

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filing on behalf of my (80 year old) Aunt, *******************************. A brand new mobile home was purchased & communication from Camelot has been extremely poor from the beginning. Each time I address their lack of communication, they have an excuse as to why. The reason for the complaint at this time is due to lack of service (and communication) on "finishing the job". I have called Camelot (on behalf of my Aunt *******************************) approximately 20 times since her mobile home was delivered trying to work with them on getting "the punch list" completed on her brand new mobile home. Again, they provide an excuse every time as to why "the punch list" has yet to be completed. Today I was told they'll try and get there the end of the week. I have been told this a couple of times before. Based on lack of communication we do not trust them to complete the job if and when they do arrive. We ask for assistance in getting the mobile home repairs made in a very timely manner and to her satisfaction. Refund: in addition "to the punch list" she should receive a refund for two screen doors that she paid for. The doors did not swing the direction she needs, the sub contractor that did the original set up (way back in September!) took them with him - they are not in her possession I've been told by two people at Camelot they can not give her two doors that swing the direction that she needs them to, so I asked for a refund. I was told they would not give her a refund because she did not specify on the order what direction for the screen doors to swing. I agree the order does not specify but nor did the salesperson ask! The repairs should have been made a long time ago and a credit for the two doors should have been given to her a long time ago. She held up her end of the contract and paid for everything in full upon request once it was set (again back in September!). This is exteremly poor business on their part. I have a lot more information to share when and if needed.

  Business response

  03/07/2024

  The service for this home is scheduled for Friday, March 8th as was communicated to the consumer earlier this week. The service in question is vinyl siding. Often times when it is cold outside there is the risk of damaging more siding while attempting to replace broken pieces, as such it is necessary to wait until the weather is warmer so that the vinyl is not as brittle, in addition to the cold it is also preferable to perform exterior work when the forecast does not predict rain or snow. We appreciate the consumers patience and look forward to addressing these outstanding service items Friday, March 8.

  In regards to the doors, we would be happy to return the doors that came with the home to the consumer, as stated by the consumer they had not mentioned how the doors needed to swing - Camelot does not build decks, stairs etc... as that is work that is done on site by the consumers contractors. Camelot would not know which way the consumer needed to have their doors swing unless informed by the consumer of their plans. The consumer signed the final order to production and received the factory standard swing doors.

  Customer response

  03/12/2024

  In response to the message from the business I agree it was communicated that service was scheduled for March 8th (again, after numerous attempts to have someone come do the repairs) however, as stated previously we were told other dates without anyone coming or calling so we were concerned the March 8th date would not be fulfilled.  With that being said, the service person arrived and brought the wrong colored siding so the repairs were not made as scheduled on the 8th.  Camelot Homes never expressed any concern to me on the weather and as we know the winter weather was very mild this year but again, like many other excuses given to us since October the weather is being used as an excuse for their delay.  Back to the wrong siding being brought on the 8th - we were told the service person would be back on the 13th with the correct siding which is one reason I did not reply to the business' reply in the last couple of days, I was waiting for the repairs to be made.  *********** person actually came back today (without communication that he was coming a day early) - he had the correct siding so the siding has been replaced.  

  As for the storm/screen door refund.  *********** person that brought the doors back us on the 8th indicated they were the wrong size so I communicated that back to the business.  And, I still requested a refund of $770 since the doors do not swing the right direction.  Today, we were told by the service person that the doors are the correct size and I also received an email from the business saying they were the right size so  in theory they can be used.  However, in our opinion they do not swing the right direction so they can not be used.  The business still refuses to work with us and give a refund for the doors.  I am still requesting a refund of $770.  And the doors can be returned to them upon reciept of the refund.  Again, we were not asked what direction the doors would swing by the salesperson (which is the reason given to us for not providing a refund)  - how is a homeowner to know to specify that information without being asked.  How is a homeowner that has minimal experience with storm/screen doors having interchangable hardware to know that the doors that were going to be provided were not interchangable - even the contractor that set the home up said the doors he is familiar with are interchangable. 

  Again, I don't consider this compaint resolved since a refund has not been issued in the amount of $770.  A reputable business would make this right.  A reputable business would communicate with the person they sell a $105,000 home to throughout the delivery/set up and repair process. They indicate they are such a huge distributor of homes I question why they can't use the doors that don't work on this home and use them on another.  Or, send them back the factory?  Again, to settle the complaint to our satisfaction we request a refund of $770.  

  Thank you.  

  Business response

  03/29/2024

  At the time of this response the service issues have been completed and the storm doors which have been confirmed to be the proper size have been returned to the customer.

  ********************************************* stands by its position that the storm doors ordered with this home are factory standard swing. While we are sorry for any confusion, if the customer had required a different swing of the storm doors this should have been communicated to us during the ordering process.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***** home was ordered in April of 2022 and finally delivered in August 2023. $111,000 was our cost. Still waiting for the damage to siding from delivery to be repaired.We were charged for items we did not receive $240 for stackable laundry option plus others listed on the attached explanation.The base price for the home began at $90,000. We were told because of the economy prices for additional options would fluctuate, but during the whole process the numbers never added up or made sense. We have tried multiple times to contact Camelot. The secretary in ********* was extremely nice but could not help. The Salesman, **** was rude and not any help, Sent him an email along with ***** one of the owners on August 26th 2023 after the trailer was delivered and ***** completely ignored me and **** never called me back or offered pricing explanations. ****** sister is a co owner and actually told me she wasn't when i called ********* once. **** did a horrible job of explaining that the pad plan he offered WAS NOT ACCURATE AT ALL and ended up being 4 inches too short. And the biggest scam of all is when the slide the agreement in at the back of the pack of papers they don't explain as you sign them that YOU ARE NOT ALLOWED TO TAKE THEM TO COURT, ONLY ABLE TO COMPLAIN TO THE BBB AND ALLOW THEM TO MEDIATE. This company shouldn't be allowed to serve the public, I don't have high hopes any of my issues will be resolved or that I'll be compensated. It's been almost 6 months and we have not moved in yet nor has the exterior been repaired, I realized we were shorted 2 exterior lights last week when we finally started making repairs ourselves. We have waited for them to come but were reaching the 6 month **** and i don't want to fall past my time to submit a claim.

  Customer response

  03/19/2024

  It was also brought to our attention that we did not receive the exterior shutters for our unit.

  AND that there was never any tyvek barrier house wrap installed underneath the siding.

  Business response

  04/09/2024

  We appreciate the consumers patience while we have been working through our service backlog, with spring here and the weather better we are now able to begin vinyl siding repairs.

  We have the service for this home scheduled for Wednesday, April 10th where they will replace the damaged siding and fascia.

  With regards to the hookup for the stackable washer and dryer - the factory service crew was out to this home on 11/15/24 to take care of this and other issues however a gentleman by the name of ***** had noted that it was okay the service crew not address it the washer dryer hookup.

  With regards to the shutters - the customer ordered lineals instead. 

  Tyvek/wind wrap is not standard on manufactured homes - it is only put on a home that has OSB optioned in for an additional cost which the customer did not order.

   

   

• Initial Complaint

  10/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  see Attached document

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a fire in 5/31/2022 and it was a complete total loss. I purchased a modular home from Camelot homes because I believed it would be faster due to the fact that i had 3 dogs and winter right around the corner. The manufacturer of the home is Champion Modular New Era out of *** ******** **** ************* ** ***** I was told that the house would come in with a furnace that was AC ready and that when the time came, to call them to buy the condenser and all the things needed to install the central air conditioner. In May 2023 I contacted my sales representative Ashley G***** and she said that the company that they worked with no longer was doing business due to some parts problem. She was very vague about it. I proceeded to contact another company near me in Gilsum NH. this company was Bergeron from Keene NH, they came to my home and immediately said they could not work with that system. I then contacted Total Air from Manchester NH and they also came to my home and indicated the same thing. lastly i contacted JPP/HVAC from Manchester NH and they said the same thing. I have a terminally ill dog in the quality of life stages, so I proceeded to hire this last company to install a new system in a completely different location in my house. I am looking for reimbursement of that furnace they put in my house and all the cost paid to do the original duct work. Because i ended up paying for a new furnace/AC and new duct work. the new system ended up costing $13,170. The cost for original furnace paid to Camelot homes was $3137, additionally I paid $1500 to install the duct work and paid $2000 to undo it in order to put a new one. I am asking reimbursement of $6637

  Business response

  08/15/2023

  The factory has provided the specs for the furnace and ductwork, please see the factory provided documentations showing that the furnace is A/C ready with sufficient ductwork. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a moble home in aug of 2021 for 68000.00, delivery was in may of 2022 some items missing, back storm door ,siding on out side of home, missing pieces ,this is my biggest worry, and concern, worried about water damage that has happened. I call camalot homes frequently, and they always have the same lame answer, waiting for parts to come it ect. I need help with this problem and my water damage concerns due to their prolonged delay of them replacing the missing siding

  Business response

  07/18/2023

  A contractor was out to this home for service July 11th to address the siding concerns as well as the storm door. Unfortunately the manufacturer had sent us the wrong sized storm door for the 2nd time. Another storm door was placed on order on July 11th and once that arrives to us we will be reaching out to the customer for scheduling installation.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So we started this processes **ong time ago however we won't a 50,000 check in June 2022 was told they would deliver out house about October if things went smoothly if not maybe a mo th later. Well we never got the house delivered to our property until January where it sat and I waited for a c**l or someone to come put it together seem they said usu**ly within 14 days but can take up to 3 months pending weather. We'll I c**led they did not even know it was delivered ( I find that hard to belive). Anyways sense then we have had 3 dates **l been canceled last to were due to weather very sm**l chance and never happen now we are yet again waiting for our house to be put together meanwhile I'm paying for trash and Potter potty and having to reschedule **l the plumbing and electric people its costing a sm**l fortune and Noone at Camelot homes seems to give a ****.

  Business response

  04/19/2023

  The home was delivered as soon as conditions **lowed. Due to weather delays the set had be postponed on sever** occasions. At the time of this response the home has been set.

  Customer response

  04/19/2023

  
  Complaint: ********
  
  House has been set but they gave us 2 copies of foundation one being the wrong size now we have a 2 foot gap at the end of the house foundation and its going to cost more money to be fixed and ne** just pretty much said not his fault and just stop emailing and answering so thats been very helpful. However the shutters the screws are coming out and and sidding on the house facing the road is buckled when I go back I can get pictures but yeah far from looking good. 
  
  Sincerely,
  
  ****** ********

  Business response

  05/02/2023

  At this point in time **l of our records indicate that the consumer received and signed for their home's proper foundation size and requirements. The items mentioned in the consumers latest response will be addressed upon completion of setup and pre-occupancy inspection.

  Customer response

  05/02/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 
  The papers that I initialed are not the ones he sent to me one that have the ** have another last name the ones that he sent to me have the ** and the ******** there for he canned documents 
  Sincerely,
  
  ****** ********

  Business response

  05/24/2023

  I have attached the set of sample stamped prints that were supplied to you with the proper foundation size as at that time the prints for your particular home were not available yet. These were provided and initialed by you on 7-26-22. Please see page 5 in the PDF titled “******** Order 7-31-22”. This foundation print shows 56’ with your initials. I have also attached the screenshot of an email that Neal had sent on September 2, 2022 and I have included the attached stamped prints titled “Q-30688 -VT Stamped Plan ********” these are the stamped plans for your home and the foundation print **so shows 56’.
  Please refer to the following initi**ed pages in the PDF titled “05.04.23 ******** Complaint Docs” that state the home is 28x56:
  Page 12
  Page 15
  Page 19
  It should **so be noted that Page 6 in the “05.04.23 ******** Complaint Docs”  that you presented has a differing quote number (******) than  the other documents submitted.
  You understand that the purchasing of a new home is done over a period of time in which many customers look at many different homes and floor plans. We are very sorry that you supplied your contractors with an inaccurate foundation size. All other documentation that you supplied and that we have refers to the proper sized foundation.
  Please remit payment as soon as possible so that we can complete the setup of your home and interest fees stop accumulating. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'd like to start with the fact that the home we purchased from Camelot was sided in the wrong color. It is my understanding that under contract they are allowed to sub a different color if something happens to the color we choose. The problem is, is that we ordered extra siding due to having a walk out basement that would need to be sided as well. Camelot never told us that the color was subbed until we found out by opening the extra boxes, we bought to side the basement. At this point it was too late, and we had hired a crew to side the remaining house. Camelot did send new siding and also promised us a crew to put up the correct color being we lost out on all the money from the crew we hired. We are currently still waiting on that crew and an answer as to when that crew will show up. Keep in mind we have lost several percentage points on bank loans due to not being able to get one because the house is not completely sided. All of this could have been avoided if we were notified in the first place that the color was changed. Next, we are still missing over 8 different cabinet doors from the inside of the home. Some cabinet doors are the wrong size and others are installed completely wrong. There is a light fixture that is missing parts. All of this was noted by their "finishing guy" and now we are not getting any email responses from Camelot at all. Our last two emails have not been responded to and we have been left if the dark for weeks on end. Camelot has become nonexistent and impossible to deal with the minute they got their payment in full. People spending their life savings at this business need to be warned.

  Business response

  02/06/2023

  The siding for this home has been delivered to the customers site and our contractors will be installing it. Unfortunately the contractor that is to complete this work has been out sick. However when speaking with the contractor on the morning of 2/6/23 he indicated that he will have his crew out to this home to install the siding the week of 2/13. This information was communicated to the customer and as soon as a specific date next week is known that will also be communicated to the customer. 

  In regards to the cabinet doors, these are here at our sales lot and a work order was generated for these to be delivered by one of our service crew members. Due to the inclement weather and extreme cold the past 2 weeks we were unable to get out to this home due to lot clearing, and rental unit freeze-ups. The cabinet door issue should be expected to be remedied by the week of 2/13 as well.

  Customer response

  02/10/2023

  I purchased the home with the understanding that everything would be intact upon completion. Just delivering the cabinet doors means I have to pay someone to install them and fix the doors and drawers that are broken or installed wrong.  These issues were listed with listed with the company's trim guy and we were assured they would be fixed. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  January 2021 I signed a purchase agreement with Camelot for a modular home. The 2 modules arrived on site Sept 2021 after many hold ups as original delivery was scheduled July 2021. From that point on Camelot has dragged their feet. It is now nearly a year later and they still refuse to complete their work only to use excuses that do not apply to the work I have repeatedly asked them to do. All I want is for them to do the outside work to satisfactory completed conditions. I have also told them I would take care of the inside work. The work is relatively easy to accomplish in a days time yet they resist doing the work by scheduling it out then moving the date out ....and out again...and out again...etc etc. They have failed on numerous occasions to meet their promised dates. Just the fact that the work left is so little but yet they refuse to help their customer out tells a lot about how they've treated us since purchasing the home. A second more serious situation is I feel we have been victims of a bait and switch. All their paperwork indicates that the exterior walls would be made of plywood but they have supplied a cardboard type product. Their small print does say they can swap out almost anything before and after a purchase agreement is signed. HOWEVER, I see a few problems with that 1) it is an inferior product that does not have the same racking resistance as plywood 2) we were never told about the change 3) the specifications show plywood and those specs were final stamped specs for actual construction use 4) the cardboard type product is not supposed to be used with vinyl siding and that is what we have 5) Even with the agreement saying they can switch product NO ONE would anticipate such a drastic change as to go with cardboard vs plywood. Further we paid an extra fee to keep the price stable. Although they did that it was for all materials and they decided to make more profit using cardboard type product that was cheap and inferior.

  Business response

  07/08/2022

  Camelot and the customer have been in contact regarding the correction of noted defects. Contractors have been to the home to remedy items noted by the customer in emails. Repairs were performed on 6/28 and 7/1. Currently there is one remaining item to be addressed regarding roof vents, a plumber has reached out to the customer to schedule this service and an email was sent to the customer on 7/6 and 7/8 in regards to this.

  
  In regards to the thermoply on the home the factory reserves the right to change materials, this is in documentation provided to the customer. The factory has assured us that products used on the home all meet or exceed current building codes.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my home in 2020 it wasn't delivered until 2021 I ended up calling them up about all the mishaps they refused to help me fix anything that is not correct but they asked me to make a list so I made a list of four pages long of things that needed to be corrected fixed or replaced they refuse to call me back or get back in touch with me they are leading me on to believe that they are going to fix things when they never return my calls for a whole year my warranty on some of the items like my furnace and water heater we're supposed to be replaced and I had to pay for the water heater and furnace to be fixed I also have other major issues with the home as the home was hit from underneath out back when they delivered it they still didn't repair that a crane went through the roof they repaired that but the inside of the wall is leaking I have major issues with the house and they refuse to come out and repair I've called them since the day it was delivered and they just keep ignoring me so I'm really not sure what to do I'm hoping that somebody here can help me resolve this issue otherwise I'm going to be forced to move out of my home and find a new location until I buy another home I bought this cash up front after they got the cash they wanted nothing to do with me not to mention the half of a year went by and the house still wasn't delivered so we were almost a year into me waiting for my home as they promised me 6 months I had to then rent a place to keep myself housed until this home fell through they knew I was working against a timeline and I still failed to resolve the issues

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/22) */ Customers pre-occupancy inspection report dated 3/9/2021 did not contain a enough information. Customer was asked to please provide a detailed list of any issues they had with the home. The list of items was received 1/11/22 and 1/13/22 from the customer. A service order was written up and sent to the factory based on the lists received. Please be aware that it may take up to 6-8 weeks for service to be completed once the factory is in receipt of the service order. They will contact the customer several days in advance for scheduling. Once we receive a tentative date from the home manufacturer we can provide that to the customer. Additionally, appliances are covered under a separate 1 year warranty by the appliance manufacturer, the information for those warranties are in the homeowners information packet included with the home.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Waiting for settlement on warranty items with the home and no response from Camelot and manufacturer new era by champion homes in pa

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/13) */ Mr. ***** signed off on his home. This home was craned on the foundation and Mr. ***** completed his own interior and exterior set up. Any issues that may be in question should be addressed to the contractors that Mr. ***** himself hired. Please file this complaint as responded to. Consumer Response /* (3000, 7, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trying to get reimbursed from the factory for warranty items from the manufacturer Business Response /* (4000, 9, 2021/10/15) */ Mr. ***** wanted to do his own set. I do not have any record of any warranty items. If he wishes to contact the manufacturer of the home for warranty items he can but we do not warranty the home only the set if it is done by us. Mr. ***** was provided with the means to contact the manufacturer of the home and all the warranty paperwork that the Manufacturer of the home provides. I am told Mr. ***** does not live in this home and has since sold this home. Please close this complaint against my company as responded to.

*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. ↩