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:10/10/2022

  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 through Palmer manufactured they are not following through with their warranty issues they were supposed to come out and finish the home which they stated that ********* was supposed to do it ********* came out and it’s supposed to be palmers fixing the issues. They have the wrong address on our warranty seal I emailed them and they have not responded with a correct address on the warranty seal. It has been over a year since they have replaced everything they were supposed to replace. Palmer manufacturing homes is very and un professional the way they treat their customers and respond to their customers is unacceptable. Nikki from Palmers has been caught in a couple different lies for the reason why my home has not been finished.

  Business Response

  Date: 10/22/2022

  Please see attached for timeline of home arriving in July, didn't take delivery until October due to lot not being ready and didn't have electric until April 2022.

  We are not the ones who held this project up.

  We do prioritize customers as to who can move right in that we are holding up or those who are being held up by someone else, ie electric company, septic install etc.  ********* told us several different dates that the electric was to be on in April. I sent a crew and still no heat--told here to call back when the electric and heat were on. We needed heat to fix the drywall cracks. Cracks were fixed shortly after had heat on May 17. Turned rest of list into *********.  We have had to have our sales team help us with getting ********* parts and service to work with us. They still have not told us what it left for us to do at ******s. We did give the ******s a free upgrade to rapid wall insulated skirting which was a $3000 upgrade as we could not see where the slab was insulated underneath.An insulated crawlspace or insulated ground is required.

  Thank you!

  Lisa N*****

  Palmer Homes
  

• Initial Complaint

  Date:09/18/2022

  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.

  Fred R*****r Sr. and I went to Palmer's Manufactured Homes in Waverly, N.Y., where I chose I a home. I told Lisa in the office that I would be back to purchase it. On Aug.10,2020 we returned with the entire purchase price of $52.482.96 and paid for it. Fred and I walked through the trailer again. Discovered the toilet in the Master Bath was laying on the floor. Returning to the office I asked Lisa What's going on. Then she informed us that a Factory driver backed over a set of steps a few weeks earlier when delivering the mobile home to Palmers', and that they, The Factory, were repairing it. Then trailer is delivered and set up. Before he leaves the Foreman and I do a final walk through. He noted the following problems: Master Bath - Lav. faucet leaks, Exhaust fan doesn't work, Commode is very loose. Kitchen a light doesn't work, Back Storm Door no handle, and The Main Doors Locks. He said We'll be back to fix things. While installing skirting, I discovered 2 broken floor joists under the Master bathroom. I immediately called Palmer's and spoke with Lisa. She said she'd call the Factory. She sent a man from Palmer's who changed the door locks. He verified the 2 broken floor joists, the broken exhaust fan in the Master bath, Kitchen light not working, and Back Storm Door no handle. I had heard nothing further from Palmer's or the Factory. July 18,2022 @ 11:00AM, called Palmer's spoke to Beverely. She was calling the Factory, and having them call me. Later that day, a secretary from ******** Home Builder's called and informed me they've been very busy. That within 4-6 weeks I would hear from them. Eight weeks passed. Heard nothing. I called the Factory on Tues. Sept.13,2022. I spoke with someone who had no authority. Have called 5 times since and no one will talk to me. That's why I'm here. I'd like All the Problems Fixed.

  Business Response

  Date: 09/20/2022

  There is an open service order with ******** Homes.  Mr ********* was aware the home had repairs made by the factory. Nothing was hidden from him as the toilet was still not reinstalled when he picked the home and the home was sold at a large discount due to the repair work. The factory was here on August 11,2020 to do the repairs but Mr ********* was not satisfied with the repair after the home was delivered. We did resubmit the work order to the factory after the home was delivered. We did not hear from Mr ********* for almost a year and had trusted that the factory had taken care of his service requests. We are not kept in the loop all the time once the factory service order is turned in. Communication is a weakness in our industry.

  This will be taken care of by ******** Homes. They have had personnel changes and a pandemic they are still recovering from.  I did speak directly to the service manager of ******** Homes to confirm they still have an open work order on this job. Mr **** told me he does have the order waiting to be picked up by one of ********'s contractors.  The warranty on this home is through ******** Homes. It is taking a year for them to build a home due to backlog and demand and service is taking much much longer than anyone would like.  Lack of human resources as in contractors and also materials-is a plague of its own right now.  I am trusting that ******** will get this taken care of. We will continue to work with them.

  Thank you 

  Customer Answer

  Date: 09/26/2022

  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.
  
  I'm trying to respond to the Business for the following ID# ********. On Aug. 10,2020 Mr. ********* & Mr. R****** were told by Ms. Lisa from Palmer's that ALL Repairs had been made. When the Warranty was almost over, Palmer's sent a man. He changed the door locks. He took photos on his phone , and, made a list of repairs still needed: Master Bath Fan Motor, and nails coming through the linoleum, commode loose, Back Storm Door no handle, & , He verified the Kitchen light doesn't work. He and Mr. ********* also removed skirting to verify the 2 broken floor joists. He Stated, "We'll, (meaning Palmer's), be back to make All Repairs, to Mr. *********'s satisfaction." Numerous calls had been made by Mr. *********, and, 2 by His Bank to Palmer's Manufactured Homes. No response given. Palmer's let the Warranty expire. *** I do NOT have an email. You can reach me @ ###-###-####. The above email address belongs to my friend. It's better if you could please call me directly. Thank You, All I want is a date they are going to show up to make ALL THE REPAIRS. Thank You, Mr. ****** *********
  
  Regards,
  
  ****** *********
  
  
  
  
  

  Business Response

  Date: 11/03/2022

  The home manufacturer is working on this.

  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.
   

  Today is Sunday, January 22, 2023. This this in response to your letter dated : Friday, January, 13,2023 for Complaint ID ********. The Factory sub-contractor was here on Monday, October 10, 2022. He took pictures and discussed what needed to be finished to complete the job. He stated, " It was NOT My fault, and , He'd be back at a later date to fix the problems." NO response from the Factory. ******** Home Builders *** ****** **** **** ******** *** ***** 1 - ***** *** * **** OR 1 - ***** *** * ****. I have heard nothing from Palmer's or ******** Home Builders since October, 10, 2022. This has been dragging on, going on 2 1/2 years. I would greatly appreciate knowing WHEN the Factory plans on coming. They may have lost my phone number. Here it is again: 1 - ***** *** * ****. Thank You once again. Mr. ****** ** *********