Complaints

This profile includes complaints for American Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Homes

  4050 US Highway 20 Richfield Springs, NY 13439-2907

• 

  American Homes

  PO Box 1319 Richfield Springs, NY 13439-1319

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:10/10/2023

  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.

  In February 2021 we sat down with American Homes Sales Representative Graig H***** to order ****** Homes model A32063-P (referred to as The Florida) and began the process of laying out changes and receiving pricing on the upgrades we requested. One specific upgrade requested was a complete sheetrock package to include smooth walls/ceilings throughout (stated on the quote sheet) and were quoted that option for $6000.00 additional, which we agreed to. The signed order sheets dated 05/03/21 show the finished drywall throughout for $6000.00 and the same stated again on the order sheet to ****** homes. Our home was finally delivered on 03/02/2022. During the first walkthrough we began trying to address this with them and kept getting the runaround and was told to call my sales representative. After a few back and forth calls with Graig, he finally got frustrated and simply stated "well that's what you ordered so that's what you got" and claimed we never specifically asked for smooth ceilings. We have several emails between myself and Graig where I confirmed he indeed ordered the sheetrock package to include the smooth ceilings as we requested and the other upgrades. All upgrades listed except for the additional water faucet and smooth ceiling were completed by the manufacturer per the order sheet. After getting nowhere with American Homes on this matter I contacted ****** Homes directly and requested they discuss this order sheet with me. I spoke with Jody at ****** Homes who confirmed they did indeed see the finished sheetrock request under the Misc. portion of the order sheet but explained that this was not the proper way to order that package and most likely where the miscommunication came from and why we received smooth walls but a textured ceiling. She concluded that this was the error of the sales representative at American Homes, and I would need to bring this to their attention again for remedy. Full complaint and additional complaints attached

  Business Response

  Date: 10/11/2023

  Hello,  if you refer to the standard features attached which the customer did sign off on when purchasing the home, you will notice that the walls and ceiling materials are 2 different features listed, both under the "interior" section on top left of attached standard features. I can take pictures of homes I have currently on display if you would like that will show stippled ceilings with drywall on the interior walls.  this means that you must option in smooth finished ceilings also, not just drywall throughout.  Drywall throughout is referring to the interior walls of the home. the customer received the option that they upgraded.  the ceilings are clearly not upgraded on the original option sheet or the final factory release paperwork.  Considerable time has passed since this home was sold, delivered and completed. American Homes will not be refunding the cost of the drywall option that the customer ordered and received.

  Customer Answer

  Date: 10/11/2023

  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. All customers are required to sign the standard features sheet referenced by the company with the understanding that anything above and beyond the standard features will be an additional charge, this was not something unique to our situation. We were well aware of the stippled ceilings in the model homes when we toured them and it was the first thing we asked to be upgraded.  We sat in the office with their sales representative when he called to get the quote on the complete drywall package to include the ceiling, the walk-up attic, and all additional upgrades we requested. We find it quite odd that all other upgrades that were bought and paid for were honored except the drywall package.  When this company attempted to charge us an additional $3000.00 delivery fee and for the energy star promotion package after the signed contract we immediately began to lose faith in our sales person and we were in constant contact with our sales person regarding the home, the order, and he even contacted us again via email where he stated we could not have a certain color on a countertop and he needed our approval to change. Again in that email we confirmed all the changes in colors he requested AND the drywall package including the wording "smooth ceilings".  At no point in the entire process did anyone ever say we never paid for or requested the ceilings to be finished.  We have spoken to at least 5 different people about this issues at their company and each person has blown us off, not called us back, offered no explanation and that is why this has gone on as long as it has. We have tried diligently to resolve this with the company and not through needing to write a complaint but they have forced our hands here. Our salesperson made several mistakes including sending a different spec sheet to ****** Homes that cost us not having the additional outside faucet installed, so why should we be satisfied that we were promised the ceiling was included in the $6000.00 package we purchased on numerous occasions and now you tell us it was not.  Then complaining to customers that his bottom line was affected because pricing went up (no fault of ours) and saying things like "you'll never get that house for that price again", like he gave us some kind of deal on everything. All of the practices that American Homes uses to "satisfy" customers are deceptive, including not disclosing  their internal issues with staff which leave customers out in the dark. This all could have been resolved while the home was in production still and our salesperson could have pointed out what they are replying with now which further proves our point that we indeed ask for the upgrade, were quoted the upgrade and American Homes dropped the ball ordering the home correctly.  Additionally, they have offered no solutions to the other part of the complaint where they are required by contract to contact ****** Homes on our behalf regarding the unfinished work order on the home.  I have attempted to contact ****** Homes directly in the past and have been reprimanded and told that I am to use American Homes as my contact person.  A response to that part of the complaint would be appreciated.   Regards, ***** ******

  Business Response

  Date: 10/16/2023

  Hello, please see attached signed standard features sheet this time with the walls and ceilings highlighted to show that the ceilings are a separate feature.  if the customer did not specifically upgrade the stippled ceiling standard feature they would not receive the smooth finish ceilings.  they upgraded the walls to drywall in place of vinyl wall coverings on gypsum walls only.  Also, please see attached back side of contract that customer signed on 2/27/21. the home was set on or about 3/8/2022.  the contract states under section 15 of the purchase contract attached: ONE YEAR PERIOD OF LIMITATION : "Purchaser understands and agrees that - if either of us should breach this agreement - the other of us shall have only one year, after the occurrence of that breach in which to commence an action for breach of contract"  Also attached is the certificate of occupancy that was issued on 5/23/22 to confirm that the home was complete and customer was legally able to reside in the home per the local codes officer.  if Mr. and Mrs. ****** have any paperwork to show that the stippled ceiling specifically was upgraded on the home order that they signed off on, please provide it so I can review.  I have reviewed this file and can not find any records that the customer upgraded the stippled ceiling standard feature to smooth finish ceiling.  thank you.

• Initial Complaint

  Date:01/17/2023

  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.

  I have attached a document that explains things. I can provide more information if needed. January 17, 2023To whom it may concern:Hello, my husband and I went through the process of buying a home through American homes at the beginning of 2022. We were working with a man named Nathan R****** who was the main contact and the man that helped through the process of picking the homes and finalizing the details in the Weedsport NY location. Nate quit or got fired and once he got fired there was no more communication. I was then introduced to a man named Frank M******** who would barely return calls or emails and I would have to repeat calls and leave messages and then he would call back, Once Nate left we were pretty much forgotten about and the ball was dropped on multiple things, such as building permits, the insurance documents for the house, the code enforcer not getting the information he needed to approve us for a permit. My father-in-law had to physically go pick up documents, bring them to the Weedsport location and come back an hour later and they still were not completed correctly. The reason my father-in-law had to do that is that the code enforcer was not getting any feedback or reaction from Frank at American Homes. Finally, we got the documents needed and our own contractor started laying the slab and doing what needed to be done for our home to be delivered. I had to continue to reach out to American homes and let them know the status of everything because no one was calling me. The home was supposed to be offline in August and delivered the first week of September. That did not happen, and it was pushed back to September 21st offline. The house was offline on September 21st as we were told. We had been ready for the house as our contractor was completed everything and just waiting on the delivery of the home. American homes stated it would be delivered on 10/17/22. One month after it was completed. OI asked when the contractors were coming, they weren't scheduled to come until 4 weeks from 10/18 when they knew when the home was going to be delivered. The interior contractors came and did the work inside the home. The craftsmanship was not of a professional contracting team. (I have the list of things that was wrong while going through the walk-through and things after the walk-through). During this whole time, I have felt taken advantage of as I did not matter, my new home has more issues than the previous home I was living in. American homes ripped, the insulation underneath my home and hooked up the water incorrectly. I went through 250 gallons of propane in less than two months of living here and having brand-new tanks delivered. The bathroom in the master bedroom has been nothing but freezing because to find out, that the American Homes contractor ripped off the insulation from under the home and the pipes surprisingly have not frozen. We have had to use a plug-in wall heater in the bathroom because it has been unbearable to shower or go to the bathroom to the coldness, so our electric bill has increased. The list goes on with things that are not completed or fixed. The supposed to be beautiful fireplace we paid extra for looks like trash and is not put together nicely. It is flimsy and falling apart. I sent American Homes the picture of the fireplace when we moved in, and it was brand new and never used. In the picture, you can see the damage was from the contractor and not because it was used. I have documented all my interactions through email with American Homes due to them not being trustworthy, not responding, and dropping the ball on many things throughout this process. If you need pictures or evidence of the poor craftsmanship and the fact that American Homes or Colony did not fix all the things that are wrong with this home, I have them. Sincerely, ******* and ******* *********

  Business Response

  Date: 01/19/2023

  January 19, 2023To whom it May Concern:I am responding to the complaint made by ****** & ******* ********* located at **** ******** **** ********* NY 13111.  Mrs. ********* purchased a Colony ******-P from American homes on 4/2/2022.  On April 5, 2022, she received a Welcome to American Homes email with information on obtaining a site visit by our office, and a copy of the Hud Homes Set up Manual.  She acknowledges that she received this email on April 5. 2022.  On September 21, 2022, we reached out to the customer to request site photos as we were alerted by the factory that her home would soon be ready to ship.  On September 28 her contractor just laid the slab.  Pictures by Mrs. ********* were sent to our office on 10/01/22.  A site visit was completed by our service manager and the trucking company alerted us that her house was to be shipped on 10/10/22.  Her Home was set on 10/15/22 and a walk through for the interior was on 11/29/22.  All factory service issues were sent on 11/30/22 with an addition made to the work order on 12/12/22 that customer was having issues with blower on fireplace.As you can see by this timeline, American Homes has moved quickly and efficiently on completing their work.  Projects done with American Homes requires a Team Approach with the Homeowner.  The Homeowners’ responsibilities and our responsibilities are clearly defined in the Manufactured Homes Set Up and Installation Information Booklet.  Our customer sign that they have READ this booklet and are given a PDF copy.  On page 6 #1 our book states that “It is your responsibility to meet all State and local codes.  You must obtain a building permit”.  I have attached a copy of this book for supporting documentation. As for Mrs. ********* complaint that American Homes “Ripped off the insulation from under the home to expose pipes it COMPLETLEY FALSE.  Mrs. *********’s contractor did not want to wait to do the skirting on her home. He agreed that he would do the hook ups because he did not want to wait.  We had no idea that he had done this.  Upon finding out on 1/18/22, American Homes sent out our contractor to immediately repair her contractor’s error.  Correction made and completed on 1/19/23.The Factory was at her home on 1/17/23.  I have included a copy of the information that was sent to me. Please feel free to contact my office if you have any questions at ###-###-####.Thank you. Frank F******** General Manager American Homes Update from Colony Service Colony Service 1:38 PM (13 minutes ago) to me, Colony, RickLori,I just spoke with ****** ********* about her service visit that occurred on this Tuesday, 1/17/23. There are a few items remaining that our contractor did not have the materials for at the time, this includes the fireplace. He sent pictures of that issue in to us as well. She was not satisfied with the repair on the lino, so we will address that on his next visit.Mrs. ********* was fantastic and I did explain to her that ***** will send his completed service request and re-write items in to us and it will probably be up to another 4 weeks before he is able to come back out and complete the work.  I have a call out to ***** so that he can email me a copy of the service request and his list of additional items. We will order what is needed for the fireplace and schedule a follow up date once the materials arrive.If you have any additional questions or concerns, please feel free to call me at the office.Sincerely,Jody H*********Service Coordinator

  Customer Answer

  Date: 01/23/2023

  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, ******* *********  Frank from Americans Homes spoke about any valid concerns such as poor craftsman ship from.his contractor, lack of communication, poor customer service, no apologies or ownership or mistakes,  mutples texts or calls from me to finally get ahold of someone. Frank uploaded a manual I signed a year ago regarding possible changes of delivery dated. Nothing in that handbook stated I would have rude,disrespectful customer service, low grade quality of work, and a company who did not care . American Homes has multiple of the same complaints from previous customers. A reconginition of what the customer is saying and actually act as if you do sympathize for some delays or mistakes that have happened.  I spoke with  Jody frome Colony who does not work for American Homes and I had the best customer service I have had during this past year that I dealt with American Homes. Colony was interested in what I said and cared to fit things that were not right. That wanted to make it better.  Bottom line is , I would never recommend American Homes to anyone due to everything I have stated before.  Instead of hearing my complaints you uploaded a manual I have in my filing cabinet as well. 

  Business Response

  Date: 02/07/2023

  Most Recent Message

  Date Sent: 2/7/2023 9:51:09 AM
  American Homes & Colony  are willing to make any necessary repairs, We need a specific list of items not completed.

• Initial Complaint

  Date:05/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Last year we purchased a manufactured home from American Homes of the Finger Lakes. The home was manufactured by ********* of Pennsylvania and customer service is from American Homes of Syracuse, Before we could move in a walk through with a representative, Corey K****, from American Homes of Syracuse was required. During that walk through the representative pointed out a significant bulge in the main bedroom carpet among other things. The customer service person, Lori-Lake Toms, told me that we should move in and all items would be corrected afterward. I questioned that since our bedroom furniture is large and heavy. I was assured they would move the furniture to correct the carpet issue. I had an escrow account with a lawyer so I felt safe they work would be done. Little did I realize but the lawyer they had recommended at the Finger Lakes location wrote the escrow to be released upon our moving in. I had not say as to when the final payment was made. There have been at least 2, if not, three service people here to correct issues Many were handles within a month or so (we moved in in September 2021. However, it wasn't until last week that the damaged screen and damaged kitchen island were repaired. In each prior visit the repair people refused to work on carpet as they do not move furniture. Each time I called Lori she sent emails from Reed Moritz, Service Manager of ********* stating he would send a 2 man crew to correct issue. The first email was in December where he stated 2 men crews were scheduled out 6 weeks at the time. The 2nd email in April stated the same thing. Finally they agreed to send a 2 man crew last week but I would be responsible for any damage the crew incurred. I refused that as I know the furniture in question is difficult to handle. The professional movers I hired to move the furniture from our old home struggled. Needless to say the carpet has not been fixed and is a potential tripping hazard as we are both in our 70's

  Business Response

  Date: 05/19/2022

  ********* response attached

  Customer Answer

  Date: 06/27/2022

  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. Until I have check and work is cscheduled and complete I cannot accept response from business they have dragged things on for months in the past creating much undo stress and communications back and forth. Regards, ***** *****

  Business Response

  Date: 06/27/2022

  As stated before ********* Homes will contact & schedule carpet work directly w/ Ms ******. American Homes has no control over *********'s schedule.