ComplaintsforAsh Management Ltd./ Hoffman Homes

• Initial Complaint

  11/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint consists of the damage to my house. We have two dead trees behind our house that are falling towards and damaging our roof and has cracked our sky light. The third tree is still alive and scrapping the right side of the house. I have told the park and been calling for months. Nothing is happening. The last excuse is that they have to verify the trees are dead and that a group of tree cutters are going park to park. My house has water damage and peeling plaster around the sky light in my house. I have told them this. My sister sent pictures. I have tried to work with them and all I get is excuses. I am on disability and are home all the time. I worried on how much damage is going to happen. 

  Business response

  12/07/2022

  Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 December 6th, 2022 File Number: 18413442 Dear ****, This letter is being submitted in response to a complaint initiated by ******** ***** of *** ******** Rd. in ******, NY *****under your file number ********. I have sent our Service Dispatch Coordinator to assess the tree(s) in question. We will be sendingmembers of our service team to trim/cut as needed in the coming weeks. I have committed to getting this situation resolved by theend of December (at the latest). I am having our Customer Service Representatives communicate this update to the resident. Please let me know if you need anything further. Best, Justin G***** Operations Manager Hoffman Homes on behalf of Latham Mobile Home Park, Inc. Latham Mobile Home Park, Inc. | ** ******* *** *** ** *** **** ******** *** ** ********** ******** office/fax | service*********************** | **************** 

  Customer response

  12/15/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ******** ***** in regards of the pictures that were taken inside of my home , this is what I see.  Looking at the pictures that your worker took, I can see that the brown marks are water lines from the skylight which is causing the layers of popcorn ceiling to call down in the one spot.  If it was natural aging the whole ceiling should be that brown.   ******** ***** 

  Business response

  12/16/2022

  ****, the water rings are indicative of regular wear and tear from the seals around the skylight itself. Those seals need to be maintained otherwise they will deteriorate over time and cause some leaks. This is why you only see these rings in that area. Again, this is not indicative of any damages caused by any impact. Please let me know if you need anything further. Thanks Justin G***** Operations Manager Hoffman Homes 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a new manufactured home from their representative(Alec W*****) and signed closing paperwork on July 6th, same day we were supposed to move in, after the move already being delayed from July 1st. There are still things not completed such as my lot being a mess with construction materials and a gigantic tree stump. River stone was not put down, nor did a cleaner come before moving in. This resulted in breathing in saw dust and particles from construction and cleaning what I could and hiring a cleaner. I do not think the proper inspection was done as the sales rep. went on vacation the same week that the work on and within the home was finalized. I have tried to call the office to speak to Alec W*****'s boss or somebody higher up to no avail. I am also without propane until the 28th of July because he forgot I would be using a company of my choice and had other ones installed that had to be removed, delaying the delivery of mine. The home itself was put together in a hurry with about 30 issues that the contractors have to come back and fix. Nothing has been resolved in a timely manner, work included in "the total package" I paid for is incomplete. All due to him being too busy and moving on to the next sale. Communication is minimal, no sense of urgency, or customer service for myself, the consumer. Was promised a month of free lot rent, reimbursement for cleaning, and I was also told I wouldn't have to pay for a p.o. box key, and had to pay $35. There are far more discrepancies and things promised that were not done, but too much to type. There's a conflict of interest w the salesman due to him intimidating me and no one will call me back or provide me with an alternate person to contact. There is no community manager to speak with the people working "in the office" work from home/diff. state. THE DOS ID: *******. I want a copy of all the paperwork we signed, inspections, and to know if the rep. Is even licensed to do his job. I want to speak with his boss.

  Business response

  11/07/2022

  This letter is being submitted in response to complaint ********, initiated by ****** ****** of *** **** **** *** *** **** *********** NY 12020.In response to ******’s claim regarding construction debris:We are not aware of any construction debris on the lot that would not be part of an ongoing project.In response to ******’s claim regarding river stone not being placed:Landscaping materials that are part of the initial build are at the discretion of the park. With the timing of the home delivery, set, andobtaining the Certificate of Occupancy, it is possible that not all landscaping was completed prior to the resident moving into theunit. In addition, if any landscaping would need to be altered depending on open warranty issues for the home, it is possible that we would wait on completing this work until the warranty issues have been addressed.In response to ******’s claim that the home was not clean:We did have a cleaner initially go through the home prior to ****** moving into the home. We assume that during the final processes of obtaining a Certificate of Occupancy that the home may have not maintained that clean state. We did not argue this with Miss******, and issued a $200 credit on August 1, 2022 to her resident account to pay for the outside cleaning service she contracted.In response to ******’s claim that there are “about 30 issues that the contractors have to come back and fix”:We acknowledge that there are open manufacturer warranty issues with the home, as there often are for manufactured homes that are delivered in pieces to the site where they are finally assembled. The home was set by ********* ****** **** ************ who are NYS-approved manufactured home installers. The home obtained the necessary Certificate of Occupancy from the Town of Milton NY. The manufacturer of the ******** home is ****** Homes, located in Pennsylvania. They were made aware of all warranty issues, and have ordered the appropriate parts to have their regional approved contractor ****** **** ********* make the necessary repairs.When there are warranty repairs for the home, the manufacturer (******) and regional contractor for the repairs (Mobile HomeSolutions) contact the resident directly to manage expectations regarding lead times and coordinating schedules for repairs. ASHManagement LTD and ******* Homes do not have control over these repairs, particularly if they require manufacturer OEM parts.In response to ******’s claim that she had to pay $35 for her mail key:Our community mail center’s mail keys are controlled and changed out by the United States Postal Service. When tenancy changes,the new residents deal directly with the local USPS office to pay and get new keys for a new lock unit that is put in the mail center byUSPS. This is for the resident’s protection, and ensures that no employees of ASH Management LTD or ******* Homes have accessASH Management LTD / ******* Homes | ** ******* *** *** ** PMB ***, Ballston Spa NY 12020###-###-#### office/fax | ****************************** | ****************to personal mail keys. The transaction is directly between the resident and USPS, and does not involve ASH Management LTD /******* Homes.In response to ******’s request for “all the paperwork we signed, inspections, and to know if the rep is even licensed to do his job”:Miss ****** was given a copy of the contract at signing. Inspection paperwork can be requested from the Town of Milton; howeverthe town cannot issue a Certificate of Occupancy if there are any failures in the inspection. Since the Certificate of Occupancy was issued, it should be assumed that there were no failures in the inspection.Our sales manager Alec Wright works under the active SCH Communities LLC’s Limited Retailer License (*********) with New York State, which is in compliance with the standards and regulations established by the New York State Department of ManufacturedHousing.If you have any questions, please feel free to contact me at ###-###-####, or email ****************************************** ******************** ********** ********** ******** ********** *** * ******* ***** * ** ******* *** *** ** *** **** ******** *** ** ***************** ********** * ****************************** * ****************

  Customer response

  11/14/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As you can plainly see in part of the response some of the matters are not denied as still being needed to be completed. There are also things completely left out of the response such as Alec quitting working for the company shortly after the sale was closed and a month later coming back to work for the company, which resulted in a major delay of issues needing to be fixed that were caused by the set crew who is contracted by ******* homes. There is also no acknowledgment or denial that Nathan and or anyone from the company has called to schedule a meeting with myself to talk about the issues that I submitted and more because there were only so many characters allowed to submit for this complaint. How long ago did I submit this? Nathan actually only recently responded because I told him about the complaint and this is also being rejected as this is now becoming a possible lawsuit because the company contracted to set the home by ******* homes is their responsibility to deal with when their work was not even subpar, let alone possible fraud between the company and the town, and the company causing damages to the home itself that are irreversible. As you can see he is not aware of any construction debris or materials existing on the lot because he has never come to visit the property let alone the grading issue of the land trying to say that again not ******* homes problem but yet they have their own landscaping crew. There is an ongoing investigation as to the home being set in an incorrect and possibly illegal manner being on peers and beams. This is being looked into by Hud and also the Attorney General and the New York State inspection authorities. I has a consumer bought a product in which ******* homes is responsible in not just hiring professionals to complete the job but also overseeing their work which was not done as Alec was on vacation when all final projects and inspections were conducted that he should have been present for. Just because a set crew is New York State Certified does not mean anything but the exact claim. That's like saying just because of mechanic is certified to do a job that that mechanic will never make a mistake and exactly why the BBB exists. I the consumer should not be responsible for having to go through everything that I am going through due to the lack of customer service and communication from ******* homes and all of their entities. A last example to show the lack of knowledge that Nathan has is right in the response itself when he says ****** **** ********* is a company that was contracted by the manufacturer to come fix and do repairs caused by the set crew employed by them. That is incorrect. The actual company is called Mobile Home Services. All that is going on from ******* homes is playing the blame game, pointing fingers at everybody else except themselves, and to this day still refusing to acknowledge they have not made any attempts to meet with me. As I stated this is an ongoing investigation with multiple parties that stem from being employed or contracted by ******* homes. The town code and building enforcement has since visited my property after filing this complaint and stated the solar lamp that was installed is not up to code, the porches that were built are not up to code and actually are literally falling apart, and that yes the land was so poorly graded if at all that any moisture and rain causes my home to be surrounded by a moat of water that will result in future sinkholes. To this day I have also not been provided with any direct number to be in touch with anyone affiliated with ******* homes other than a phone number to leave a message. I have been denied any type of contact information to notify the CEO's of the company named ****** and **** *******. Pardon any errors as I had to use the talk to text feature on my phone to respond and explain my rejection. Regards, ****** ******

  Business response

  12/01/2022

  
  This letter is being submitted in response to a complaint initiated by ****** ****** of *** **** **** *** *** ****
  Ballston Spa NY 12020 under your file number ********. We acknowledge that there were open manufacturer warranty issues with
  the home, as there often are for manufactured homes that are delivered in pieces to the site where they are finally assembled. The
  home was set by ********* ****** **** ************ who are NYS-approved manufactured home installers. The home obtained the
  necessary Certificate of Occupancy from the Town of Milton NY. The manufacturer of the ******** home is ****** Homes, located
  in Pennsylvania. They were made aware of all warranty issues, and ordered the appropriate parts to have their regional approved
  contractor ****** **** ******* make the necessary repairs. When there are warranty repairs for the home, the manufacturer
  (******) and regional contractor for the repairs (****** **** *******) contact the resident directly to manage expectations
  regarding lead times and coordinating schedules for repairs. ASH Management LTD and ******* Homes do not have control over
  these repairs, particularly if they require manufacturer OEM parts.
  Please see the below timeline of events regarding the repairs/services performed at ******** ******* *** *** (relevant photos are
  attached):
  ? 7/28 – resident submitted a list of issues with the home over to ******* Homes.
  ? 8/01 – issues were forwarded from ******* Homes to the manufacturer (********).
  ? 8/17 – ******* Homes went out to address a reported sinkhole in the backyard. The hole was filled in completely with
  topsoil at this time
  ? ****** **** ******* (********’s contractor for services/repairs) attempted to reach out to the resident via phone to
  discuss the internal repairs that needed to take place, communicate lead times, and coordinate service dates. Calls were
  attempted on the below dates with no success or call-back:
  ? 9/10
  ? 9/26
  ? 10/03
  ? 10/19
  ? 9/21 – ******* Homes marked out/paved/rolled the resident’s driveway.
  ? 10/20 – ******* Homes addressed an issue with the home not having hot water. This was due to a faulty breaker in
  the water heater. The breaker was replaced, and the issue was resolved.
  ? 10/25 – ******* Homes installed a privacy fence separating the resident’s property from the neighbor's existing shed.
  ? There is no documentation that indicates riverstone around the exterior of the home was ever promised; however, we
  have elected to move forward with this, and it was completed on Monday (11/21).
  ? Attached is the work order from repairs that were completed by ****** **** ******* on 11/10. You can see the
  service tech’s notes, completed repairs, and the list of material he is requesting from Champion. You will also see on the
  ******** ******* *** * ** ******* *** *** ** *** **** Ballston Spa NY 12020
  
  second page of the work order that there were some repairs that were to be done by the set crew, but more of that is falling
  under setting up home (he took care of a couple items while he was there).
  ? Unless ******** elects to contract someone else for the return work that is still needed, ****** **** ******* will be
  making a return trip for the action items indicated on this first service order along with anything else the resident might add.
  Right now, the material they are requesting is listed below:
  ? Tile in the kitchen
  ? Crown for trimming out
  ? Floor registers
  ? Smoke/carbon monoxide combo detector
  As of 11/10/22, ****** **** ******* estimated at least a month (maybe 6 weeks) for them to process paperwork, order material,
  and deliver it so it can then be scheduled. We have been told that the resident is completely aware of this and seems to have
  accepted the plan. ****** **** ******* indicated that the resident stated she will be patient so long as she knows we are working
  on it and responding to her concerns. It is our understanding that she is now happy and content with the plan at this time.
  Best,
  Justin G*****
  Operations Manager
  ******* Homes
  on behalf of
  ******** ******** *** ******** ******* *** * ** ******* *** *** ** *** **** ******** *** ** ***** ***** ******** ********** * ****************************** * ****************

*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. ↩