ComplaintsforNew Visions Manufacturing LLC

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had this house for just over a year, most of the following issues started within the first month: -Roof leak -Screws/nails sticking out of the floor in multiple rooms -Leaking guest bathtub -Doors will not close properly -Fiberglass in both the tub and shower are peeling -Lights flickering and going out -Countertops are uneven -All sinks had putty spewing out everywhere around where they were placed into the counters, the putty looked terrible because it was so sloppy and stuck to everything that touched it -The air ducts in the ceiling were so messed up that they had to cut a hole in my ceiling in order to crawl up there and fix it.We had zero airflow to half of the house until they finally got out there to fix it. This company has the WORST and most UNPROFESSIONAL customer service and repair teams I have ever had the displeasure of dealing with. This week I called them over ten times, left 3 voicemails, and sent several texts and emails over the course of 6 days before I got a a call back. Stay far, far away from this terrible company. They do not care about the products they create and sell- and they CERTAINLY do not care about the people who make the unfortunate decision to buy their homes. I will never recommend this company. Save yourself from the constant nightmare and regret. -Their repair/service team does the bare minimum to get the job done and 99% of the repairs they make do not last because the issue was with how the house was built to begin with -When I did manage to get someone out there to fix the issue, they would literally call me back the night before and ask if they would get there at 7 AM the next day, which is extremely unprofessional. There is a calendar for a reason, SCHEDULE IN ADVANCE, NEW VISION. Nobody wants to shift their entire work day around, last minute, in order to get their BRAND NEW HOME, that should have ZERO issues, REPAIRED.

  Business response

  07/10/2024

  Our company was shut down on vacation the week of July 4th.  I came into work 1 day to check emails and phone calls and did call back to address the concerns that were sent in an email about a leak under the sink and a dishwasher issue.  I researched her home and the service orders along with the warranty.  The home was sold on 11-2-22 and warranty ran out on 11-2-23.  The issues she reported were brand new issues that had never been reported so at this point she is 8 months out of warranty.  I explained that to her over the phone and at that time she told me I had been the most helpful person she has spoken with.  I am providing all the documentation I have for all the repairs that have been done by New Vision and one by the dealership.  It shows that we did have contact and resolved the issues during the time the home was warrantied.

  Customer response

  07/11/2024

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

  The issues she reported were brand new issues that had never been reported so at this point she is 8 months out of warranty.  
  
  Im going to stop you right there. 
  
  
  In my previous statement, I reported ONE new issue, the kitchen sink leak. 
  
  
  All of the other issues in my previous statement were from BEFORE THE WARRANTY EXPIRED. 
  
  
  There should have been ZERO problems in a brand new home. 
  
  
  New Vision should schedule repairs further in advance and not the night before. 
  
  
  New Vision should be ashamed that they only have one individual who is actually helpful. 
  
  
  New Vision should send better contractors out to make the repairs better quality and last longer. 
  Or better yet, build homes that dont require repairs almost immediately!
  
  
  Ill repeat myself yet again, the only repairs that have lasted from their team have been the roof repair and the repair on the air ducts. 
  
  
  All of the issues in my previous statement aside from the air ducts, roof, and the post-warranty sink issue still stand and are still an issue. 
  
  
  This company is absolutely terrible. 
  
  ***************************

  Business response

  07/15/2024

  I will apologize that the techs that went to the home gave such short notice.  We deal with independent contractors and have no control over the scheduling or how they make their arrangements.  We tell all the techs to reach out in advance to schedule and confirm ***** to verify that the tech and homeowner are on the same page as when their repairs will be done.  After viewing the photos, you sent I was unaware that these are current photos and thought they were the photos of the original problems that had been corrected because of the workorders being complete.  So, I guess my question is.. is there a current leak in the ceiling that had previously been addressed?  Is the nail that has popped up a new issue or an issue that had been previously addressed.

  Customer response

  07/15/2024

  
  Complaint: ********
  
  The situation with scheduling still falls on New Vision, hire competent contractors or establish a better system to handle scheduling internally. 
  The contractors make New Vision look even more unprofessional with their bad repair work and lack of timeliness. 
  
  
  Let me reword what I have stated previously and see if it clears up any confusion: 
  
  Aside from the roof leak and the air duct issue, the repairs on the multiple issues, including but not limited to: 
  The nails ripping through the flooring 
  The holes around the door frame 
  The peeling of the fiberglass 
  The uneven countertops, etc 
  Are all still an issue. 
  
  The only repairs that lasted more than a month after the contractors came to fulfill the work orders were the air ducts and the roof leak. 
  
  Their repairs lasted a month at most, aside from the roof repair and air duct repair, both of which are fine as of today. 
  
  We still have little holes around door frames. 
  We still have nails popping through the floor in various places. 
  We still have uneven countertops.
  
  The pictures I provided showed past and present issues, to show proof of how poorly this home was made so that others can be fully informed before making the unfortunate decision to purchase a home made by New Vision. 
  
  If we had known how many problems this home would have or how difficult dealing with New Vision and their poor excuse for contractors would be, we would have gone a completely different direction and spent our money elsewhere.  
  
  ***************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My new home is leaking everywhere in the master bathroom and its only been a week with no communication from New Vision, I assumed a unlivable fix would of been expedited. I could of fixed it my self in a couple hours but it will void the warranty. also lot of little stuff throughout the house needs attention, flooring coming up in at least 6 spots, light switch has issues, front door deadbolt won't lock, seals on roof are a joke, trim has gaps which will allow for quick deterioration, vents falling, laminate counter tops coming apart and now leaks, once I move in I am sure to find more things. Update 6/7/24 - Found more issues, all bedroom doors don't close properly, more flooring is coming up, dish washer was dead on arrival and was told I need to reach out the the dish washer maker for warranty work. I am starting to think this is not a new home and was previously sold to someone else. still no word about unlivable warranty work from new vision.

  Business response

  06/13/2024

  We received the service request from the dealer on 5/29/24.  I asked the dealership if the customer was living in the home on 5/31/24 and the dealer answered back on 6/3/24 stating that "no he is not currently living in the home". New Vision processed the work order and assigned a tech on 6/6/24. On 6/7/24 @6:50pm we received the BBB complaint.  We had already left work that day and are closed on the weekends.  As soon as we got to work, we contacted the homeowner @9:21am 6/10/24 and he told us that yes, he was living in the home.  We gathered more information from and had 2 in house plant workers go to **************** home that same day.  They were able to correct the water issue, roof vent issues, and they attempted to change a light switch but had been sent the wrong switch.  We have updated the work order for the tech to complete the remaining items.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since delivery of my new double wide in October I have asked to be put on the repair schedule.Multiple repairs need to be done of those is the sliding patio door is not functional and has a 1/2 gap and leaks air abundantly I have documented all the needed repairs with photos and have the email string associated with stated repairs needed.I have called and emailed but still have not received a call or email since last contact in December

  Business response

  01/18/2024

  We have provided parts for the home on October 27, 2023, tracking number ******************.  Dealer originally sent out the work order and was confirmed on our end on 10/27/23. On 11/15/23 we were informed by the dealer that the technician kept getting called out on emergencies and wanted us to assign it to a different technician to take over the service order.  We assigned **** 11/16/23, however he already had multiply work orders and was trying to work ************ in his schedule.  At one point ****'s service truck was broken down and in the shop for a week.  At that point the holidays caused issues with getting schedules to line up with the tech and the homeowners. We communicated with ************ on 12/06/23 and resent the work order to the technician.  On 12/13/23 another issue was added to the service order. We then sent the updated work order to the technician on 12/15/23.  We heard from ************ on 1/08/24 letting us know that his home had not been serviced yet.  We then pulled the work order from **** and gave it to *****. *********** added more items on 1/15/24. We sent the updated service order to ***** 1/16/24. ***** has reached out to ************ to service his home and is picking up the parts today 1/18/24.

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have not heard from the technician the Original response dated 12/06/23 was as follows ( I have spoken to the contractor and he said he was hoping to be there sometime next week.
  I apologize, we work with independent contractors and we go with that they tell us.
  We have  no control over their  schedule)

  I have still not heard from any technician as of today 1/22/24.

   

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

  Business response

  01/23/2024

  Homeowner needs to check his voicemails.  The tech reached out to him to set up a time that works for them.

  Customer response

  01/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The technician called and left a voicemail on Tuesday  01/23/24 after my last response to the BBB and has set a date for the repairs of February 1st 2024.
  

  When all repairs are completed professionally I will dismiss my complaint !!

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

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issues with the warranty have not been resolved I have floor in second bedroom that has separated from subfloor and I have tripped on it already, I have not received the Icemaker as promised, The front door has weather striping falling off, the guest bath has a chipped tank cover, the sewer line is above grade. I have been communicating with this company and promised resolutions they sent a man out that had the wrong Ice maker even after I sent the pictures for the connection, he brought a toilet seat instead of a tank cover he look at the floor in second bedroom and stated it needed to be redone, looked at grading for sewer and the door issues with the weather stripping falling off but did not repair This has gone on since January of ************************************************** to repair these issues I have emailed them and they say they will address and send someone but noting happens.

  Business response

  10/17/2023

  I am the new service manager for New Vision and I was just made aware of the complaint when I received a message from the BBB.  I have reached out to the complainant by telephone and found out all of his issues and have assigned a technician to fix the issues.  The tech will reach out to him and schedule a time that works best for him. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We bought a house from them in 2021. We had issues from day one and were told several times that they would be fixed. It tooks months for them to respond. We were told several times that the shower would be fixed because it was unlevel, cracking and very unprofessional looking. The original service manager told us that the shower would have to be replaced because the grout and everything being so uneven and cracking. Service techs came out several times but it wasn't until this year that they even did anything which was just adding grout to the cracked areas which actually caused it to look worse because it cracked more. Now because we signed the invoices each time they were here they are refusing to fix it. We only signed because each time we were verbally told that they would be talking to the service manager about getting it fixed. When they added the grout it looked better in the unlevel areas but within 2 weeks it was cracking worse then before. Also we are still waiting on a settlement check for our floors because there are yellow spots all over the floor. It was supposed to of been sent to AP in March of 2023 but still have not received it. Its always a new excuse when you reach out.
  

  Business response

  05/19/2023

  Good Afternoon

  We provided service for this customer within the 1 year manufacturer's warranty and also provided service after the customer's warranty expired to try and make the customer happy.  We never told the customer we would replace the shower, we informed her we would not replace the entire shower.  The first time we went to the customer's home to address the shower, the customer refused to allow the service technician to provide that service.  We did address the shower two times after that and the customer signed off indicating it was completed both times.  The customer was informed that there is nothing else we can do for the shower.  We provided the customer with the number to contact the state to request an inspection if the customer was still unsatisfied.  The state will make the determination of what remaining repairs would be required by the manufacturer.  We did provide service to this customer within the warranty period, we also provided additional service outside of the warranty to try and make the customer happy.

  Customer response

  05/23/2023

   
  Complaint: ********
  
  I am rejecting this response because: you only provided service outside of the warranty window because you guys didn't respond for months. It took us sending a certified letter to get any sort of response from you guys. We were told the shower would be replaced by the first service manager. Yes, they looked at the shower several times but only touched it twice. They added grout to it, but the grout cracked as soon as it dried. We paid extra for the shower, so we expected it to look nice. It was listed as an issue on every email that was sent. I even asked if you guys would be retiling it this last time and the service manager ensured that they would be fixing it and the person responding would speak with us about it. We were not spoken to about the shower, but they did add the grout for a second time. The shower now looks worse than it did before the grout was added. We emailed in September and only heard back after the certified letter was sent in December. 

  We are also still waiting on settlement for the flooring that was sent to AP on March 27. 

   

  Sincerely,
  
  Jessica * ******

  Business response

  05/25/2023

  As previously stated; we advised customer to contact the state to request an inspection.  The state will make the determination of any items that require further service. I've included a link for contacting the state -  *********************************************

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The unit has had issues since it was set up, the Hot water heater, A/C, and refrigerator have not worked since the electricity was turned on. When you turn the stove on the microwave turns on. Someone came out to look at the electrical and said it was an issue with the line from the box to the unit. The electrician who installed the wiring and the electric company came out, found there was a part of the wiring blown out under ground and it was fixed. The electric was tested from the box to the unit it was correct. I tested the A/C it came on but did not heat or cool, the hot water was not hot but it had only been on for a couple house, the refrigerator was cool but not cold. I went into the unit the next day and once again the electricity was only to part of the unit. No no water, the A/C would not come on, the refrigerator lights came on, but it was not cooling, and if you turned the stove on the microwave came one. The electrician and power company say it's the unit, the New Vision say it's the electrical lines. The unit also had to cable outlets installed incorrectly causing the inter provided to put a hole in the wall. They connect the internet to the prewired cable outlets, but it did not work so he drilled a hole in the wall. The drill slipped and put a 6-inch cut in the wall. The pantry door does not close correctly, the island next to the stove is loose, the caulking in the kitchen is bad, there is no globe for the front patio light. One set of draws in the kitchen do not close correctly. I've had the unit hook up to electric and sewer since October and it's has not been livable due to the electrical issues. I'm paying for water and internet, but no one can live in it. I have photo from electrician showing the breaker box had power, the next day the breaker box only had power to half the box.

  Business response

  12/15/2022

  Good Morning, I am sorry the customer is having issues with her electrical. I have sent someone out to her

  house twice and checked everything in the house - he is the one that sent her a picture showing that the

  panel box at the time was fully operational. Customer has an aluminum 2gu wire ran to the unit from

  a power meter a little over 100ft away, buried without putting it in conduit. She has had them out

  once to fix a issue, the company spliced the wire and customer is still refusing to have a replacement ran correctly.

  It is our opinion that the wire has a compromise again somewhere in the 100 ft line, the main wire

  should be corrected and ran per codes.  The customer hired her own electrician instead of going through

  the dealer. As far as the cable connection, the customer was asking for an upgraded internet/cable system

  that the receptable the manufacturer installs was not compatible. This again is the customers decision and not

  related to the manufacturer.

  The dealer and my department have gone out of our way to give her the information needed and offered

  assistance. The home owner does not want to correct any issues that she was responsible financially for

  in the agreement at purchase.

  Thank you

  Customer response

  12/19/2022

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

  
  The electric company has come back out, the electricity is up to code from the pole to the unit and is in correct working order.  The stove and microwave work, the A/C will come on but the heater does not work, the refrigerator light work and it cools but the freezer will not freezer it feels the same temperature as the refrigerator, the ice maker is from a different model (I was told the correct one would be added when it arrvied at New Vision that was several months ago,  and the hot water heater still does not have hot water as of 3:00 today. 

   

  The previous photo of the breaker box showing it has powers from my electrician, not theirs.

   

   When I purchased the unit, I was told I need to hire my own electrician and plumber I was not given the option to use theirs.  
  
  I am not asking for an updated cable box; I have attached a photo of the hole in the wall caused by the cable outlet on the wall not working.  When ***** (I think his name was) from New Vision came to the house I told him the internet company could not get the outlets to work.  He opened them and saw they were installed incorrectly causing them not to work.  Since they did not the internet company drilled a hole in the wall causing the damage in the photo.  They tried to fix it but did not.  If you move the cable at all it will cause to "fix" to tear. 
  
  The weather is supposed to be extremely cold by Thursday if I cannot get a least the heater to work SOON, I'm afraid the pipes will burst under the unit.  

  The unit still needs the caulking done in the kitchen, the island next to the stove is loose, the pantry door does not shut unless you push in on the door and the unit was supposed to have ceiling fans in the living room and bedroom.  The dealership has stated the will do the fan in the bedroom. 
  

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

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home from New Vision which was installed on April 9, 2021. We first started to notice issues shortly after (leaking roof, crooked window/door, minor repairs needed, cracked toilet was installed). Towards the end of 2021 we began to notice more serious issues (separation, doors not closing/locking, soft spots in the floors) in addition to the other concerns. I have countless emails back and forth with New Vision and still no resolution. I have also filed a complaint with the ***** ********** of ********

  Business response

  02/22/2022

  BBB, 

         When ************** service spoke to ************************* on the phone on December 30th, after hearing the issues we were aware that there was a settling issue and that the home needed to be re-leveled, new vision contacted EDC lake country where ******************* purchased the home and notified them that the home needed to be releveled before we could make repairs. if repairs were made before home was re-leveled the same issues would come back after leveling. after ******************* and myself corresponded with edc lake counrty the home was re-leveled on 31JANUARY2022. at this time a contractor was scheduled to come make repairs. the day he was scheduled to make repairs he changed and went to a different job with a different manufacturer. at that time we changed to a different contractor. that contractor arrived at the home to make repairs 21feb2022. the repairs should be complete by the end of the day today 22feb2022. 

  thank you for your time

  **** *****

  ervice and transportation coordinator

  NewVision MFG

  Customer response

  02/23/2022

  I am rejecting this response because thr floo issues were not resolved. The inside repairs were made but tech was not able to get under the house. He said a smaller person was needed.

  Business response

  03/01/2022

  BBB, 

        We spoke to ******************* today and have another technician assigned to this who will be capable of getting under the home to diagnose and repair the issue. 

   

*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. ↩