Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid cash for the house and was guaranteed there wouldnt be any issues with any repairs. Its been four months and we still havent received a date for the repairs to be done. Weve contacted the seller, the Company including the ***************** with no avail. We were told that the repairs would be addressed but 4 months later still nothing. Weve contacted will be starting litigation in 7 days.

  Business response

  01/02/2025

  *** Service has been in contact with this customer multiple times previous to this complaint. We let them know that we did not receive all of the information requested from the dealer until 11/13/24. We also let them know that *** will deploy a service tech for the factory responsibilities.
  
  Parts were delivered to our service tech on 12/20/24 for this work order & was scheduled for 1/1/25 & 1/2/25.
  
  All other concerns will be communicated with the dealer and will stay between the dealer & the customer. The home was ordered by the dealer,paid for, delivered or set up, these transaction are between the dealer &the customer.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Mansion Manufactured Home on September 1, 2022. I have had several problems with a leaky roof as you can see by the pictures I have attached. I paid $142,000 for this brand new home and I was thinking the roof would last longer than six months which is the first time I had my first leak. I have contacted the seller which was AJR in Novi MI. They tell me that there is nothing they can do. I have contacted MHE on several occasions and they have not returned my calls. I would like this fixed as soon as possible before it rains again. This has caused damages to the inside as well which also needs to be repaired. I look forward to hearing from you. Thank you

  Business response

  08/16/2024

  **** called 8-8-24 and then email pictures of stained ceiling saying she had a leak.  MHE asked if she could see anything missing on the roof, she stated no. MHE forwarded this information to the selling dealer. MHE Limited Warranty is 12 months from purchase.  Please refer to Homeowners manual for proper care and routine maintenance.

  Customer response

  08/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: They were out February 2023, 5 months after I purchased the house to fix the exact same leak. They did not fix it right the first time when it was still under their 12 month warranty; which is ridiculous by the way for a brand new home. 
  
  Sincerely,
  
  **** *****

  Business response

  08/23/2024

  The dealer had a contractor at this home to repair ceiling stains & inspect the roof for any leaks around vents/boots & to check for any missing shingles or shingle damage in November of 2023. This roof was a solid sheet of ice before contractor could make the repairs but the repairs were made & the ceiling was repaired.
  
  MHE has been in contact with this homeowner and the dealer previous to this complaint(s). We passed the current photos sent on 8/8/24 to the dealer & let them know the homeowner was having issues. MHE also thanked the homeowner for the pictures & let them know they will be reviewed & passed along to the dealer on 8/13/24.
  
  The dealer let MHE know they would be reaching out to the homeowner as they had not had a chance to do so yet on August 19, 2024.
  
  If there is something that is factory responsibility, the dealer will be in contact with MHE to request factory service.  
  

  Customer response

  08/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not heard from MHE or the dealer yet, nobody has reached out to me. I moved in on 9-1-22 and the first issue with the roof was in February 2023; five months after I moved in. That is where the leaks started in the kitchen. Shortly after that is when the ceiling in the bathroom started leaking. If they would have fixed it right the first time, when it was still under warranty I wouldn’t still be having this problem. I don’t know if there is damage to the insulation as well, I don’t want to get mold next year when you tell me it is no longer under warranty again. This seems to be an issue with this company looking at all the review in the BBB website as well as the MHE reviews from very dissatisfied customers. Thanks you, I will wait to hear from MHE or the builder. Thank you.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put 2500. down on a 32x56 to be ordered from mhe. Came in Oct.'23. I was notified that it was done Nov. 27, '23. I then had to pay the loan down pymt of 10,580. and rec'd the the keys that day. I moved in in haste having to be out of my rental and having to take time off work. After getting in and starting to unpack, I've stopped. The brand new home is JUNK! my grandbabies could have plastered the walls, outlets, switches, better with their play dough! The house has wavy walls from the build, probably exaggerated by the horrible installation which I'll be filing on the retailer separately. The counter is collapsing and has material cut out of the bottom. My counters are chipped and hap hazardly caulked. My ceilings appear to be coming down at the seams. There is random sheet rock fastened hap hazardly under my cabinetry that does not line up, has cracks and chips in doors. The lights are cracked. My trim is away from the walls and ceilings and appears to be random scraps. My siding has cuts, rips, tears, gouges all along the sides and corners. My peaks are put together with scraps and like a 2 year old did it with a mallets. My outlets are on recall. My AC hasn't been installed. The corners of my windows and doors are cracked. My doors and windows have gaps you can see light through. It doesn't even have the carpet i ordered. The pinning was installed so animals are living under it. They used furing strip type stuff as my trim that start under a piece on one side of frame but goes over the piece on the other side as does the quarter round in front of my shower. I can go on and on about the very poor condition my new built home is in. This is my first home purchase and there has been nothing joyous about it. I live in disarray out of boxes, not getting any resolution from the manufacturer or retailer. This home needs reset and rebuilt. I don't think, matter of fact, I know this all can't be fixed with my stuff in the home. I want to rescind this home contract.

  Business response

  02/01/2024

  MHE Service has been in contact with this customer previous to this complaint.  We let her know that MHE will be sending a factory representative out to review and inspect the unit. We will then deploy a service member for the factory responsibilities.  All other concerns will be communicated with the dealer and will stay between the dealer & the customer.  The home was ordered by the dealer, paid for, delivered or set up, these transaction are between the dealer & the customer. 

  Customer response

  02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Its is a lie!
  I have ONLY received e-mails from them, then calls to inform me my resets (outlets) were on recall and they'd send someone to replace them and nothing else. Plus, they're requiring me to miss work so they can do them and is not acceptable. 

  Sincerely,
  
  ******** *********

  Business response

  02/09/2024

  To help educate everyone on our process, we sell homes to a dealer network & they sell to the customer. The customer must go through the dealer for any service work needing done on the home. We manufacture the home, however, the dealer also has responsibilities. The dealer then gets in contact with MHE service department with any manufacture responsibilities.
  
  MHE was in contact with the dealer on (1/10/24) & a response was emailed to the dealer & customer via email on (1/18/24). After two phone calls with the customer explaining that we would like to send an MHE rep out to address all concerns & get a better idea of what needs corrected from the manufacture standpoint, MHE let her know we would send a rep out on a Saturday so it wouldn’t conflict with her work schedule.
  
  An MHE rep went to her home (2/3/24) & reviewed her list of what is needed. MHE will be sending a service tech out once parts are ready & it can be scheduled with the customer.   MHE has also been in contact with the dealer on the findings.

  Customer response

  02/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  At this time, per MHE (the manufacturer), doing repairs inside will only happen again once the trailer is installed appropriately. 

  Not getting any response from the dealer/ installer is just prolonging all repairs in an attempt to "expire" whatever legal grounds i may have. Again, correcting inside repairs does not seem beneficial or logical at this time until the installation has been corrected and i don't know how that is even feasible already moved in with the foundation cracks and unalignment of trailer. 

  
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a house through Homenation without them telling us it was coming from this company until after we purchased it. we waited 3 months after paying full price for the house. wire transfer. We received the house about 2 months ago with lots of damage, the roof needing replaced on one half and the whole entire house had cracks all through the house, all outside doors were fully out of square including the sliding glass door. The cupboards were ripped out during transport after being tied together with twine from the factory. our sliding glass door had to be duck taped shut by the transporter because it wasn't secured. We finally got power to the house and all the heat is going under the house. none of the ducts are taped to the floor ducts there are holes in the main duct going through the entire house. Our house has an electric furnace and now we are racking up the electrical bill because of this situation. on top of all the vents not being connected properly to the ducts they are full of trim, drywall, sawdust and more. and the list just keeps moving up. every sink and shower is clogged by wood chucks and plastic. so there is very little pressure through the entire house. Our floor in our kitchen has 2 inch gaps under the Linoleum floor. you just walk on through and your foot falls in and toes. all our. I would never buy or recommend a house from this company. they need to be shut down. This is just a small list of all the damage to our house which the company is fighting me on getting the problems fixed. since day one. And I've been waiting on a title to my house for over 2 months now. which the agreement was 45 days after the house shows up on site.

  Business response

  12/11/2023

  I am responding to complaint #********,
  
  To help educate everyone on our process, we sell homes to a dealer network & they sell to the customer. The customer must go through the dealer for any complaints with the home. We manufacture the home, however, the dealer also has responsibilities. The dealer did contact us regarding the heat ducts on this home.  Service repaired the duct work on 12/07/2023.
  
  Part of the production process includes tying the cabinet doors with twine so they do not slide back & forth during transit. We also secure our sliding doors with tape so they do not move in transit. We do not have anything to do with when a home was ordered, paid for or delivered. This is between the dealer and the customer.
  
  We are in contact with the dealer to see if any additional repairs are needed that fall under the manufacturers responsibility.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered home in approximately Nov 2020 Was delivered in July or August then finally set. I understand completely the issues with Covid taking longer. Finally moved in home December 2021 Home came with damage to atrium door and paint on siding. Through third party paid to have someone replace door so we could move in. After moving in found issues with carpet , linoleum, electrical, lights , siding , oven, ceiling fan, windows, etc. Company came out and brought oven, changed some siding , worked on transition piece for carpet that was cut too short. Returned 3-4 mos later and did electrical. Have not been back to replace window that is caulked shut to keep bugs and weather out. Siding is still messed up. Ceiling fan wobbled bad can only run on low. Linoleum has slice in it and gap around register. Lazy Susan doesn’t stay in its mount. Have replaced several cab lights that keep burning out and it ruins drywall in ceiling every time. Doors sweat so bad hinges are rusted and they blame that on humidity. Master shower head won’t stay up straight. Fireplace has crack in the 3” thick block. I still have one electric outlet I can’t get to work. It’s taking forever for them to get this stuff fixed

  Business response

  01/12/2023

  We currently have this home dispatched to be serviced. When the home is serviced all of the concerns listed in this complaint will be addressed. If the homeowner has further complaints I urge them to call the MHE service department to discuss them further. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new manufactured home from a dealer of this company and there are warranty issues that the company that is supposed to cover this companies warranties won’t reimburse us for! We paid to have plumbing repaired and had damaged vinyl repaired and need compensated for those issues! Repairs to plumbing totaled $1000 and total to install new vinyl is $1000

  Business response

  11/10/2022

  The damaged plumbing was a result of transporting the home.  Damages to the unit must be noted on the inspection and delivery report.  No damages were reported.  Unit sat on lot as a display for approximately 2 years. The units warranty expired on 7-10-22.  

  Floor coverings such as linoleum are not covered under the MHE Limited Warranty.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a manufactured home in November of 2019 and realized later that there was a wet spot on ceiling in the bathroom. I contacted MHE and was told that due to COVID that they were not able to do in-home inspections. They did come finally come in February to inspect the ceiling and "fixed" the leak that made the water spot. Four months later I realized that there was still a leak and contacted them again. I keep getting told that someone will be out to inspect it again and still have not had anyone come to look at the issue, There is black mold that is affecting my daughter and partner due to their asthma. I received an email yesterday from MHE stating that they did send a tech to fix the problem and MHE fulfilled their obligation to the home. It is still leaking and there is mold so it has not been fulfilled.

  Business response

  11/10/2022

  Our Service Team took a look at the roof.  They inspected the shingles and vents in the area.  They did not see anything on the roof except for a few nail heads, which were sealed.  

  Customer response

  11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  In response to your email on November 10. 2022 and the manufacturers reply to you: I feel it was not completely honest. The leak continued for well over a year after they came to “fix” it. They disregarded several attempts to get someone out here to reinspect the roof leak by saying they put me on the list for a service tech to come back out.  In the meantime, black mold had been growing on the ceiling so after they informed us, they feel they did everything, we removed visible mold in the ceiling. This is now a health issue with my family, so we requested their assistance in mold remediation.  As of today, November 14, we haven’t heard back from them. On November 10, we sent an email which I will include as an attachment. We don’t expect a reply because they usually don’t reply. I feel like they don’t care about this matter, and it has caused extreme distress on our family. Any suggestion on what we can do to get this matter resolved is greatly appreciated. Along with the email sent last week requesting help with expenses and mold remediation, I am attaching the last email we sent to them before we contacted you. Those emails will give your more detailed information without me taking up more of your appreciated time explaining it all. 
  Thank you for your time,
  **** *****
  
  Sincerely,
  
  **** *****

  Business response

  11/18/2022

  
  The manufacturer will take care of code violations. There has not been evidence of a code violation that can be determined from what we have been provided.
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attempts to contact have been unsuccessful. Messages left that are not returned. Trying to get a resolution to our roofing issue and inside damage from roofing issue using our warranty with no luck getting into contact with a physical person to speak to for answers to the issues. Paying for something that are unable to use due to lack of communication from the warranty place to us and/or our insurance agency.

  Business response

  09/20/2022

  MHE has completed service on this home on 2 occasions, once in September of 2019 and once in October of 2019. MHE has not been made aware of any roof issues to this date. There has been no communication between the MHE service department and the homeowner since 2019. MHE has performed all warranty obligations and has closed the file.

*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. ↩