Complaints

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

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  Clayton Homes, Inc.

  5000 Clayton Rd Maryville, TN 37804-5550

  
• 

  Clayton Homes In Pelham

  3260 Pelham Pkwy Pelham, AL 35124-2006

• 

  Clayton Homes of Searcy

  1100 East Line Road Searcy, AR 72143

• 

  Clayton Homes of Conway

  1400 E Dave Ward Dr Conway, AR 72032-7132

• 

  Clayton Homes of Bryant

  22524 I 30 Bryant, AR 72022-2572

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:04/16/2025

  Type:Product 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 August of 2024 we moved into a manufactured home we purchased from Oakwood Homes and had it put on our land. There have been multiple issues with the home that stem from the way the manufacturer put it together. Some of those issues have been addressed and some just patched but not repaired. The biggest issue is the brick apron put around the house. It is not what we ordered. The first time I brought this to their attention the brick was still on the pallets around the house. I have addressed this with them on multiple occasions but today was told we did get the right brick and they are not replacing it. They are resorting to out right lies to try and get out of this. They messed up but don’t want to pay the money to fix the issue. We did not get the brick we ordered and it is not only ugly but the mortar job that was done is so sloppy it’s ridiculous. Today I was told by the manager there that I am being obstinate but I am only asking that they give us what we ordered and paid cash for.

  

  Business Response

  Date: 04/16/2025

  We apologize you are unhappy with the brick you chose and special ordered, but we have confirmed from the brick company via Triangle Brick “River Street” which you ordered was delivered and installed. While the color of bricks vary from different brick manufacturing plants this brick is “River Street”. We will not be redoing the brick as we did install the “River Street” brick you chose.

  

  Business Response

  Date: 04/24/2025

  We have confirmed numerous times  with Triangle Brick this is the brick you choose "River Street". We are sorry you are unhappy with what you picked out , but we are not replacing the brick.

  Customer Answer

  Date: 04/24/2025

  I reject the response because the fact remains that we do not have the brick that we chose and paid for. This is no fault of ours. If this is a situation that Triangle brick needs to address with Oakwood of Greenville but we bought the home from Oakwood. Oakwood needs to make sure that a customer who comes in and pays cash for a house needs to have what was paid for. We ordered brown brick and we got black brick and I don’t care what you call it the brick is nothing like what we ordered.

• Initial Complaint

  Date:04/15/2025

  Type:Product 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.

  Hello my name is ******* ***** I’m sending this on behalf of my father ******* ***** Friday April 11th 2025, after waiting 4 years for electricity, we finally got an electric line setup to our homesite in a rural area & ready for hookup but a defect where the floor joists & a pvc pipe line from electrical box intersect so we are not able to receive electrical services. We had called ****** from Homes Direct in Farmington New Mexico & she said she’ll call the manufacturer but that doesn’t help us get the utilities we really need & have been waiting for patiently. We would’ve had power but this error is another setback & disappointed in the builders quality control plus the inspection failure. Thank for reading this & any ? **** ** *** * ************ ** ****** * ************

  

  Business Response

  Date: 04/16/2025

  Mr. *****, thank you for reaching out about the concern with your father's home. We have shared this feedback with the Home Building Facility. Clayton offers a manufacturer's warranty for a period of one year from the date that the home was purchased. Although this period has now expired, the Home Building Facility will be assisting with the conduit issue. 

• Initial Complaint

  Date:04/15/2025

  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.

  purchased my home from a community on july 18/2024 and everything seemed ok to my knowledge as a first time home buyer. 3 days after purchase i noticed water in my floor and there was no windows on that wall. so i contacted a plumber because i thought there was a leak. to my surprise there was no leak and in fact it was rain water, i contacted the community of where i purchased my home. they sent someone out to check it after weeks of getting rain water in my brand new home. so after multiple inspections were made it was determined that my house was collecting rain water through the walls due to manufactures defect. so i reached out to clayton homes spoke to a manager named **** ******* (manager) from clayton homes warranty dept. i explained to him exactly the issues i was having with the leaks and mold and i had other issues they he said he would take care of that was covered under warranty (Aug-2024) so i waited for clayton to send someone out..... in November someone came out to look at what was going on they informed me they didn't have the tools or materials to fix it, and that someone from clayton would contact me so i waited.. After some time went by i contacted someone different, spoke to ****** on 12/18/2024 - she sent out a repair person to address the rain leaking into my home and the mold repairs was made but never resolved still having on going issues with rain water and mold. other warranty issues remain unaddressed master bed window, master bathroom sink still not set properly master bath tub was installed damaged- **** said it would be repaid still hasnt been repaired. other ongoing issues nothing has changed, still getting the run around 4/10/2025

  

  Business Response

  Date: 04/15/2025

  We received conformation you have spoken to the Home Building Facility yesterday and they have called and left a message for you today. You are on the service backlog awaiting to be scheduled for the remaining repairs.

• Initial Complaint

  Date:04/09/2025

  Type:Product 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 been facing significant issues with this property for the past 6 years, and despite my repeated attempts to resolve the matter I have received little to no assistance. It has now reached the point where I am forced to take further action.When I purchased my home from TruHome,was under the impression that I was investing in a quality property.within a short period I found that my home was leaking.This issue has been persisting for 6 years despite numerous attempts to reach out for assistance and resolution the problem has not been addressed fully after 5 years and somehow having someone's personal number I was able to get the manu to come out and look at my windows and doors.I was told the windows were nailed in with 2 nails each so they screwed them that did not stop the leaking and after this they would not help further the door they replaced still leaks leaks even worse now.January 16th I was forced to put a new roof on my 6 year old home due to leaking and there not being any barrier underneath to the edge of the roof To make matters worse the leaking has resulted in the growth of mold inside my home where my children live, which presents serious health risks.a water line has formed all the way around my home worsening the situation. This continuous waterdamage has compromised the integrity of my property the living conditions have become unbearable.I have contacted them multiple times over the years and have attempted to work with various departments to resolve this issue but I have been met with either inaction or unsatisfactory responses. It has become clear that either unwilling or unable to address the fault in the home that I have already paid for and continue to pay for. As a result, I now find myself in a dangerous and unacceptable living environment for me and my children.I am requesting immediate action to address and repair the ongoing leaks, mold growth, and water damage.My rights as a homeowner are not being respected. I was sold a faulty home

  

  Business Response

  Date: 04/09/2025

  Mr. ******, thank you for your feedback. We are sorry to hear about the issues you're having with your home. Clayton provides a manufacturer's warranty for one year, which covers structural manufacturing defects. It does not cover wear and tear, weather related incidents, or lack of homeowner maintenance. In June 2018, Clayton repaired the seals around the windows. No other mention of window leaks exists in the service history of your home. In 2022, a courtesy repair was completed to the flooring near an exterior door that had been damaged due to rain water. However, no door leaks were reported within the warranty period (March 2018 to March 2019). In January 2025, we advised that we would be happy to review this concern if you were able to provide a denial letter from your homeowner's insurance that indicated that this is a manufacturing defect. We have received no such documentation. 

  Our Homeowner's Manual mentions that the seals around windows should be reapplied every year, as they are out in the elements and may crack or deteriorate over time. It also mentions releveling the home to ensure that the doors and windows remain in square and do not over-settle. As we mentioned when we spoke with you in January 2025, we are happy to review documentation from your homeowner's insurance if their denial letter indicates that the window and door leaks are due to manufacturing defect. 

• Initial Complaint

  Date:04/07/2025

  Type:Product 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 bought a house from this company and they have giving me nothing but trash. And send people out to work and fix the issue that clearly have no idea what they are doing. I have been lied to from day one by the Manager Matt! This company has stolen my property and destroyed my house. I can not get anything done under my warranty. And when they do come out to fix something they never have the parts that they need. I have a bath tub that has never worked. Siding on the house that is falling off. Holes in the yard the are over 6 feet long and 2 feet deep. I was over charged on everything and when they came back under cost no money was given back. I have had contractors working at 2-3 am on my land and at my house and when brought up to them i am told that's how they work. I have floor pulling up and the Manger has told me to just put a rug over it.. my floor is pulling away from the walls and the house is to big for the foundation. They need to fix their problems and correct all that has been done.

  

  Business Response

  Date: 04/07/2025

  Mr. ******, thank you for your feedback. We are sorry to hear about the issues you're having with your home. We have reached out to the Home Center and Home Building Facility, and they advised that they have service scheduled at your home this week to repair the structural, non-cosmetic items in the list you provided.  Clayton has already performed courtesy service for the gradework on the property. Settling, erosion, or other factors that may be causing the holes on the property are not covered and Clayton is unable to provide additional courtesy service. This is included in the pre-close documentation that was signed by you and Mrs. ******. We are unaware of any foundation concerns with the home. An inspection was performed by the county when the home was set and no issues were found at that time. This inspection included the foundation as well as the footers for the home. 

  Customer Answer

  Date: 04/07/2025

  
  Complaint: 23168407
  
  I am rejecting this response because:

   

  You can clearly see that from the pictures that i have sent of all the issues that i have. The Center that you are talking about here in South Hill has Lying frauds working there.. It was not till after i filed all this that the manager wanted to reach out to me. After me trying to talk to him for over 7 months. This claim that you have made that things are set up. I have not seen anyone from my local store out here. And till this is done and my issues are fixed i will not accept any response. I have been lied to from the first day i signed paperwork. I have all paperwork showing when i tried to reach out and talk and **** and how i was pushed away. I have text messages and emails as well.. If this issue is not take care of i will file a law suite and take it to court. My house is falling apart and yall dont care.. Nothing has been said about getting my house right. You have said the paperwork says this and that. Which tells me that you are hiding behind legal and not trying to fix a issue 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/08/2025

  Mr. ******, as mentioned in the previous message, you have service already scheduled with the Home Building Facility for this week. You have spoken with ***** at the Home Building Facility to discuss this, and as mentioned, they will address structural, non-cosmetic items. We are aware of the entire service history of the home, including previous service visits.

• Initial Complaint

  Date:04/01/2025

  Type:Product 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 our home last year.. and got the 5 year warranty. Since purchase we have contacted the company via email .text and phone calls to have service done several times with only a rep coming out once or twice but nothing being repaired . We have been very cordial with them but as we paid for this and no one is coming out to repair a brand new house which is falling apart.

  

  Business Response

  Date: 04/01/2025

  We are sorry to hear you are having issues with your home. It looks like you purchased your home in 2023 and the 1 year warranty expired in May 2024. In order to access the extended warranty you would need to reach out to the extended warranty company and file a claim they can be reached at 800-804-9389.

  Customer Answer

  Date: 04/09/2025

  And we have been waiting on repairs since we moved in. Nthn has been replaced..not even the wall panels. Electric issues. Plumbing issues .I have emails between myself and the repair people 

• Initial Complaint

  Date:03/28/2025

  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 closed on our newly constructed house in July 20 23. I had received some flyers on the door from a roofing company stating they seen some issues with the roof, Clayton‘s maintenance guy was just so happening to come and do some other things around the house so I had him check the roof and he said everything looked ok. I have always been skeptical about our roof and thought it looked a little off and there were places missing and things of that nature. Well 2/14/25 we woke up to a water leak in our master bedroom. My husband immediately went up on the roof to put a tarp so no more water would come the house. When Clayton open I called to see what I needed to do and they immediately told me I was out of warranty even though it was my roof and the issues in the past that I had seen and the roofer that had came by my house and seen didn’t matter. I did not feel like I should file a claim on my homeowners insurance being that we had not even been in our house two years and this is a “brand new roof”, but I did not know what else to do so I did call my homeowners insurance and they sent someone out to do the claim. There were pop nails in the ridgecap with pulled fasteners that caused the leak, 2 shingles in front sloop lifted, many areas of soft wood decking they they warned us not to step near, and a whole row of shingles that are a different color. Adjuster asked me several times “Are you sure this roof is new or has not been patched”. Insurance company said it’s definitely a workmanship issue and would not even allow the claim to be filed. In the meantime, I have reached out to the service manager, service technician, office manager, and the salesman that sold me home several times with no resolutions, no return calls, no one coming out to look at the problems. NOTHING!!! I spoke to the office manager twice over 3 weeks and he said we would have someone come out to replace missing shingles. That is not the issue!! Is the whole OLD roof in general.

  

  Business Response

  Date: 03/31/2025

  We require a copy of the insurance adjusters report and this can be sent to ********************************* ***** *******. We will be happy to have the Home Building Facilty review the report and advise, and look forward to hearing back from you.

• Initial Complaint

  Date:03/21/2025

  Type:Product 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 purchased a Clayton Houston home in 2018. It was installed in late October and finished in early November. My issues started July on 2022 when water started pouring in the master bedroom window when it rained. After having my windows caulked it was still pouring in. I contacted roofers and had a section of roof replaced and a vent replaced ($1,100). I was told by roofer there was no water barrier under shingles and the the roof pitch was incorrect. I phoned Clayton and spoke with their customer advocate. My roof is supposed to have a 10 year warranty. She told me to contact my insurance company and send her the report, Insurance company checked the roof but adjuster is not allowed to lift/remove shingles to see if there was a water barrier. The pitch is off. She basically told me after many emails and conversations that they would do nothing. A few months later water came in through my back door and living room windows. leaving terrible rusty stains on my blinds and back door. Over the back door there was a large gap between the door sill and siding. We filled it with spray foam and again caulked the windows. Depending on direction of rain they still leak. In 2024 a five year old AC unit kept breaking, it too has a 10 year parts warranty but Id get something fixed and a week later something else broke. I had close to $1000 in labor bills. I ended up getting a new unit $3400 with a 10 year parts and Labor warranty. This month there was a short in electric wires in the heater that almost caused a fire. I'm 74, disabled, I lost my husband to cancer, can't climb on roof, can't afford roof replacement, have a loan for AC replacement and constant stress re:this home is killing me. I purchased Clayton because they had a very good name. I found out they do not stand by their products or honor warranty's. Trying to get anywhere with Clayton is like taking a beating. They offer no help, they send pretty much the same letter with a few words changed.

  

  Business Response

  Date: 03/24/2025

  Ms. ******, thank you for your feedback. We are sorry that you are having issues with your home. Clayton provides a one-year manufacturer's warranty that covers structural defects that are present at the time of manufacturing. Since you purchased the home in 2018, the warranty period would have expired in 2019. Following this period, all concerns with the home should be reported to your homeowner's insurance, as the damage may be a result of sudden or accidental loss. If the insurance company provides documentation stating that the defect is due to manufacturing, we are happy to review. However, no roof leaks were reported until you had lived in the home for four years, and you had mentioned to the home building facility that you filed a claim for hurricane damage. We are happy to review any documentation you may have but at this time, we encourage you to speak with your insurance adjuster if you have a dispute about the claim. 

  

  Business Response

  Date: 03/27/2025

  We are sorry to hear you feel this way Ms. ******. We are all under the same umbrella, but are all separate entities. The insurance company will provide you with the finidings of your claim. Once you receive this if you will send it over, we will have the Home Building Facility review. We look forward to hearing back from you.

  Customer Answer

  Date: 03/31/2025

  We have just had heavy rains. I noticed spots on my ceiling in the livingroom, walking through the house I found additional spots in kitchen and hallway.  I have attached pictures for your review.  The roofer that fixed the area in my bedroom warned me that this could happen because of the roof pitch and lack of water barrier.  So… leaks in livingroom by window, opposite side of livingroom in ceiling, leaks by seams in kitchen, leaks by back door , leaks from seam from ceiling beside back door.  
  

  This is a disgrace, Clayton Homes is a disappointment beyond belief.  You keep telling me to file claims, for my roof, the adjusters can’t look under shingles so what’s the point? It is my understanding that the more claims you file the higher your insurance premium goes.  I have supplied proof of my complaint, I filed an insurance claim, sent you the report, yet everytime I contact you it’s the same response…. File an insurance claim. 

  It appears your responses are all the same, as a large company you should take pride in the homes you sell, and when you sell someone a lemon you should honor your warrantees.  
  

  At this point I am feeling so hopeless, from the run around you people put homeowners through, it’s making me physically ill and emotionally stressed.  

   

• Initial Complaint

  Date:03/19/2025

  Type:Billing 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.

  Interest rates went up so choose a single wide vs the double wide. All papers signed but could not see breakdown. Recently found out that the loan he is paying on is for the double wide not the single wide. It wasn't changed. Asked for refund and said it was to late. Would like the double wide brought in since that's what he is paying for.

  

  Business Response

  Date: 03/19/2025

  Thank you for reaching out, but in order to better assist you  can you provide us with the Serial # of home?

  Customer Answer

  Date: 04/02/2025

  
  Complaint: 23087742
  
  I am rejecting this response because:

  Here is the serial number.

   

  ****** ************

  
  

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

  

  Business Response

  Date: 04/02/2025

  Thank you Ms. ******. This serial number matches the sales agreement paperwork that the homeowner signed, which means that Clayton delivered the home that was agreed upon and paid for. This agreement is with the signer only, so we are unable to provide copies of the documentation to you. However, Mr. ***** received a copy of the final paperwork at closing. No refund is owed to Mr. ***** and he did not pay for a multisection/doublewide home.

• Initial Complaint

  Date:03/18/2025

  Type:Product 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 bought a house outright from Clayton Homes Of Waycross GA. We didn’t get to move in until over a month after the date we were told. When we moved in the house wasn’t finished. Not only that but here we are almost a year later with mold growing due to issues. Housing structures falling under the house. Soft spots through out. Holes in walls they made. Trim missing. Our marriage line falling apart. And countless other issues. A whole laundry list. We’ve tried going through the location we bought it from only dealing with disrespect and being hung up on. We’ve been put on the back burner. Having only 1/4 of our flooring being “approved” to be fixed. It’s a nightmare. Black mold in the kitchen from them not hooking up water lines the right way. I can write a book on the issues we’ve had.

  

  Business Response

  Date: 03/18/2025

  We are sorry to hear you have had a bad experience and are having issues with your home. Currently the Home Center and Home Building Facility has a contractor at your home working to resolve your concerns.