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:04/29/2024

  Type:Product 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.

  I purchased a home based on tours and being shown what would be included in the home. The sales agent showed main closet in model home. I thought what I saw would be what I would get. I was never informed that adjustments would be made to downsize to unusable space except as a storage space. Adding a rod and shelf in each of the other 2 bedrooms was considered the fix for lack of main bedroom walk in closet. In reality it can only be considered a broom closet. All the quartz counters in both bathrooms and in kitchen are scratched. Buffing was attempted but to no avail. All scratches remain intact. The microwave was scratced and needs replacing. Drawers in main bathroom were completely omitted without informing me. No response for replacements or refund for purchased and paid for expected new and damage free products. All these issues could have been resolved and repaired in the building stage if there had been better supervision and consultation with me, the buyer.

  Business Response

  Date: 05/13/2024

  To whom it may concern,

  Homes Direct of Albuquerque has attached Ms. ******** order plus the factory as4oo showing exactly how her home was being built plus a drawing. The salesperson went over these forms several times to make sure Ms ******** understood them , after the salesperson went over them he explained to her that this is the way her home would be built and then the salesperson had her sign the order and the floorplan. Homes direct takes our time explaining the process as well as going over all the customers questions. Ms ******** also walked the home at Homes Direct north Storage lot  before we delivered her new home and no concerns were brought up. We are sorry that Ms ******** is unhappy, but Homes Direct tries to prevent these issues, by going over the order several times and going over her floor plan  before the customer ok's it before the home goes into production. .

   

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

  Customer Answer

  Date: 05/14/2024

  ********** ********
  I am rejecting this response because:
  
  Homes Direct claims the sales agent mentioned several times how the home would be built but he never once mentioned the change in size of the main bedroom closet.  Yes he showed drawings but never advised how it would be reduced in size. I believe he had no idea how it would change. He even went to view the closet and other items I showed him in the home once it was delivered and after setup. He was shocked at the size as well. I never viewed the closet on the lot because they had plastic on both halves so I could not enter that area.  It cannot be changed at this point.  ***** ****** sent **** an his crew to buff the scratched quartz counter tops in kitchen and both bathrooms.  It failed to remove the scratched counters and left visible buff marks.  Also, in building process someone decided to omit all the drawers in main bath.  The microwave is scratched as well.  All these items were included in purchase price.  **** ******* saw all these items, including exposed staples around vents. 

  I believe I should receive a set of drawers, a replacement of scratched microwave and some compensation for scratched quartz counters.

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

• Initial Complaint

  Date:09/29/2023

  Type:Product 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.

  On 07/18/2023 we put a hold/down payment on a purchase agreement and signed. This was a fully refundable down payment. On 09/16/2023 after trial and error with the company we pulled out from the purchase agreement and requested our down payment refund of $500.00. We were told we missed that weeks check run and that the check would be sent this week. Now we are being told that because there was a death in staff 2 years ago they will not have our refund until next week. At this time we want to file a complaint in regards to receiving our refund timely. We have been working with a **** **** who has now told us to stop contacting her and we still have no resolution or refund.

  Business Response

  Date: 10/02/2023

  Homes Direct was notified by the customer on September 15,2023 about 2:20 pm in the afternoon. Homes Direct filled a Refund request that day . The next cycle for checks to cut was on October 2,2023 , Homes Direct should have the customers refund no later than October 6,2023. We will contact the customer to let then know we have their check.

  Thank you

  **** *** ****

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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.

  Went to meet with **** who is the manager. **** was helpful for most part. I put down a deposit of $500.00. In hopes on moving foward with the purchase of a home. Things turned south with the property and lender. I tryed on many occasions to reach **** via email and voice-mails that i was no longer looking and would like my deposit back that is 100% refundable.

  Business Response

  Date: 09/06/2023

  Please see attachments - I was contacted by email on 9-1-2023 by Mr. ******** , before that Mr. ******** left me a message requesting his refund back , after listening to his message I turned in a refund request dated 8-19-2023 and received his refund check on 9-6-2023 today and put it in the mail to Mr. ********.. Homes Direct does not keep customers deposit's . Mr. ******** is getting his full refund if would have waited a couple of days before he filed a complaint he would know that his refund was in the mail.

   

  Thank you

  **** *** ****

  Customer Answer

  Date: 09/08/2023

  Complaint: ********
  
  I am rejecting this response because: I tryed to get in touch with **** on the 14th of August  left him a voice-mail.  No response  back from him . I called again on August 15th,  left another voice-mail  asking him to  call me back.  No response  back from him. Called again August 25th  no response  from him. Called again on August 30th, no response. 

  Finally I sent  **** an email  on September  1st, asking him to  call me in regards  to my refund. No reply  back. 

  But **** wants to tell me "if I would have waited one more day befor I complained  I would've known".

  No you should have called me back the first time,  letting me know it was  taken care of.  But some how I get a call back  when you got Receipt of  this complaint and gaslighting  for your failure to communicate.

  
  Regards,
  
  ******* ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:07/20/2022

  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 purchased a home from Homes Direct in 2017 and have been living in it since May 2018 when we received our certificate of occupancy. Do to faulty workmanship on our roof we have been having issues with water leaks which has caused damage to our ceiling. We first reported this in July 2018 and have had issues ever since when it rains or snows. The contractor, that setup our modular home, initially came out a couple times and said he fixed the issue but we continue to have problems. We recently filed a claim with our home owners insurance to see if we can get our roof fixed and our claim has been denied. The investigation found that there was faulty workmanship done to our roof which caused the shingles along the marriage line to become unsealed as stated in the claim outcome letter. Two licensed roofers have inspected the roof and have recommend replacing the entire roof do to water damage. I have tried calling Homes Direct but have not been able to get a response from anyone.

  Business Response

  Date: 08/18/2022

  Homes Direct has been to ** ****'s home to repair the issue on August 18,2022. 

• Initial Complaint

  Date:07/07/2022

  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.

  I purchased a new manufactured home from Homes Direct in October 2017. At the beginning of this year my home started to lose multiple shingles from all over the roof. I have had roofing contractors out six times so far this year to perform repairs. The most serious episode happened in May when numerous shingles in the same area tore off, taking the roofing felt with them, and rain leaked through the roof and ceiling into one of the bedrooms. Both of the roofing contractors that have performed repairs on my home have advised that the roof needs replacing completely as the shingles were incorrectly installed by the manufacturer. The shingles were nailed in the wrong place, not through the "nailing zone" at the full thickness of the material, and they informed me that I will continue to lose them as they work their way loose. This is not an issue that would have presented itself immediately, but has caused a premature deterioration in the integrity of the roof. I contacted ***** *******, the manufacturer of the shingles and was told that their warranty is void as their product was incorrectly installed. I have contacted my salesman at Homes Direct, Ken S****, on several occasions requesting that someone from the company come out to look at the issue, but this has initiated no action on their behalf. I sent photos of the problem, but nobody from the company has called me back. He suggested that I contact my insurance company instead, but they will not cover the replacement of the roof as it is due to poor workmanship, not one specific occurrence. They will also not cover the numerous repairs that I have had done, and will continue to have to do, as they do not meet the deductible. It is quite unreasonable to have such problems on a house of this age; when buying a new home one does not expect to have to replace the entire roof after just four years. Homes Direct have done nothing to date to help provide a resolution.

  Business Response

  Date: 08/09/2022

  **** ******, When you purchased your home in 2017 ,  CMH Manufacturing West ( Albuquerque) gives the customer a 1 year Manufacturer's warranty on the construction of the home. Homes Direct did not build your home, CMH Manufacturing West (Albuquerque) manufactured your home. I apologize for all the issues you are having with your roof. This is the Manufacturer problem not Homes Direct of Albuquerque. The Manufacturer CMH phone Number is ###-###-#### please *** *** talk to ***** ******.

   

  Thank you

  Todd V******

  General Manager