ComplaintsforClayton Homes, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a home from Clayton & since I've lived in this home, there has been issue after issue. My latest complaint is my home started having water come from the hood above the stove. After contacting my local C.H where I purchased my home during business hours on 6/28, I was told I would have to wait until Monday for them to send anyone out. 3 days later with water still pouring in!! VERY POOR customer service! So now that I have water in the walls of the home that was once supposed to be my children's home once I pass, is now without a doubt going to grow mold. So frustrating & water still pouring in. Pictures & video were taken for proof as well.

  

  Business response

  07/01/2024

  We are sorry to hear you are having issues with your home. It is our understanding you did call after hours on Friday and the contractors had all left for the weekend. After speaking to the Home Center they advised a contractor did come out Sunday and take care of the leak and there was no damages to the walls? We have been advised the Service technician is back out this morning ( Monday Morning) and there has been no further water leaking and it is not leaking now.

  Customer response

  07/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21920082, and find that this resolution is satisfactory to me. Although there is indeed water damage, Clayton is taking care of everything starting Sunday 6/30. Thank you all for your prompt help with this matter on both ends.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/20/2922 . Homes dirt pad was to low causing water underneath the home. Clayton tried to fix by putting dirt around the home. We now have a humidity issue causing water on ceilings and walls, causing mold, damage,. Floors cracked sagging in midline of home. Clayton tech came to fix but Flooring remained the same, sagging low spots. Had to fix issue myself but Floor still damaged above blocking. We strongly believe Air unit is blowing outside moisture in the home , Clayton has denied it and denied working with us any further. same ongoing issues reported when it was under warranty.

  

  Business response

  07/01/2024

  We are sorry to hear Mr. ******* you are having issues with your home. Your home was purchased June 2022 and the 1 year limited warranty would have expired June 2023.The Home Center as a courtesy came and completed work back in August 2023. The Home Center advised then; you should install gutters and diverter pipes to push any roof runoff away from home, and also run the HVAC at recommended temperatures as well as install a dehumidifier. Per the Home Owner's Manual it states not to run the HVAC below 72 degrees. You have purchased the extended warranty, and can reach out to them with any further issues they may be reached at 1-800-804-9389.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The foundation on our home has been cracking I have been calling and texting the lot but nothing has happened.now the home is over 5 years and after the manager said in November he would come look and never has .I just want it fixed before the whole thing falls over .it’s cracking in multiple places

  

  Business response

  06/26/2024

  We are needing additional information in order to better assist you. Would you be able to provide us with the Serial # of the home? This will be located under the kitchen sink on a white laminated piece of paper and look like ABC01234TNAB (example). We look forward to hearing back from you.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new single wide trailer 6 yrs ago from Clayton Homes. I discovered a leak and called my insurance company. They came down and looked at the roof and told me it would not be covered because the roof was put on wrong. I contacted Clayton Homes where i purchased but was told to contact the manufacturer in Tennessee. The phone number there is 865-992-3851 and the person I spoke with each time name is J.J. He keeps telling me he will send someone out but unfortunately no one has shown up. The roof is leaking and the wood is rotten so it has been happening for some time. Can you please help me get this resolved. The address I put on the form here is my mailing address. I can give someone my physical address when they call me. Thank you.

  

  Business response

  06/11/2024

  Ms. *****, thank you for your feedback. The contractor, *****, should be in touch with you this week to inspect your roof. We understand the urgency of this concern, but please keep in mind that contractors are booked out several weeks in advance and we’re unable to influence this schedule.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a home from Clayton Homes in April 2022, home was delivered in May 2022. There were quite a few issues and it took them over a year to address some of those issues. However there are some major issues left. The master bathroom floor keeps moisture on it and it’s due to them not putting a weather barrier underneath part of the home. I’m not sure how much damage this has caused. I can’t afford or believe I should be responsible for any damage it may have caused since this was something they should have taken care of. Another major issue is the foundation the home is sitting on is cracking and the issue was made aware to them over and over and I’ve sent multiple emails to them and the response is they will get it taken care of / get back with me. I sent another email on April 2024 and the salesman that sold us the home called my husband and asked for some pictures, they were sent and he said he would get back with us….. fast forward to May of 2024 and we didn’t hear anything neither has any attempts from them have been made to fix the issues. I emailed them again and still have yet to hear anything or have any calls letting me know any of these issues will be fixed.

  

  Business response

  06/24/2024

  Ms. *******, thank you for your feedback. We're sorry to hear about the issues you're having with your home. Clayton offers a one-year manufacturer's warranty. If you could please provide your manufacturer's serial number, this will allow us to check on the status of your warranty. You can find the serial number beneath the kitchen sink on your data plate. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of our bathroom tub surrounds is cracking an falling off at the bottom. Our home is about 2 years old. This should of not happened. The tub has not been used a dozen times. The dealer told me that clayton is not using this tub enclosure anymore. I feel like this should of lasted longer than just the warranty period the price of these homes is not cheap Should of lasted longer

  

  Business response

  05/09/2024

  5-8-2024 

   

  Good afternoon Mrs. ****,

   

  I received the BBB Complaint ID: 21673763 notification this afternoon and attempted to review the service history, etc. of the home in order to address the complaint. I was able to access the customer information listed on this complaint, but could not access the home information, which in all past occurrences of this result meant the home in question was manufactured by one of the many other Clayton home building facilities across the nation, and was not produced by my facility. I left a voice mail at the daytime phone listed: *** *** **** asking ***** **** to return my call and sent the email below requesting the serial number of the home so that I can try to determine which facility produced the home and provide their contact information to you and the customer.

   

  ***** ******** 

  

  Business response

  06/07/2024

  Good afternoon, *****. We have been advised that the home building facility has agreed to provide the parts for you to replace the tub surround. It will be delivered to the home center as soon as possible.  

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Update!! It is worse than ever. My son and I are homeless as of this weekend. I was told they would handle everything “ sit back and let us do everything you do have to do a thing” they had my 76 year old dad (I’m Otr trucker not home often) cutting down trees that they told they would handle. The plumbers came out 5 times and did a horrible job when they finally did work (picture will be attached).. The countertops were wrong as well. They locked me out and wouldn’t let me in after the home was setup. I still haven’t received a key. I spent $115,000+ for this home and regret ever purchasing it. They have been a complete nightmare and could care less that we are homeless. DO NOT. BUY FROM THESE PEOPLE!!!!! I ordered a home over two months ago and was told it would be ready in 6 weeks that was a lie. We are now 9 weeks out from the day I put a deposit on the home and still don’t have it. They have had 9 weeks to prepare home site and still nothing is done. They gas light you when you confront them about why somethings aren’t done when they say they would be done. “We never said that.” I started recording the lies. It is being delayed so much I’m going to be homeless because my lease is running out and my home hasn’t been placed because the property hasn’t been prepared. They had over six weeks to have everything lined up so the home could be delivered when build was complete which has been completed for two weeks now it’s sitting waiting to ship! Don’t use these people.

  

  Business response

  05/31/2024

  We are sorry to hear you are so displeased with Oakwood Homes of Greenwood. Per our contracts they all state we cannot guarantee move in dates due to things beyond our control such as permitting, weather, sub-contractors schedules and inspectors scheduling. The Home Centers work off the contracts and anything not on the contracts would fall under home owners responsibilities. We will continue to work as quickly as possible to get you in your home.     

  

  Business response

  06/03/2024

  The contractor will be returning to dig out and bury this pipe. His machine broke down, and as soon as this is fixed he will be back out there to bury the line. The Home Center has reached to the Home Building Facility regarding the countertops being incorrect, and as soon as they here back they will be reaching out to you to resolve the issue . 

  We are sorry to here you are so dissatisfied.

   

  Customer response

  06/10/2024

  Nothing has been done to resolve anything. That is why I haven’t answered. They haven’t done one thing to resolve any of it! In fact it has gotten worse.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased our home in 2021 but did not get to move in until 12-1-2023. Since January of 2024 we have had nothing but issues with our home. The water is still sitting under our house and is seeping up the walls on the inside. I now have 4-5 rooms with water damage up the walls and 2 maybe 3 of them have mold. The kitchen drawers that was suppose to be fixed broke again 2 days after it was supposed to be fixed. The metal tracks are too short and they are bent and broken. The dishwasher is unlevel and will not drain and the door will not shut properly. The island cabinet doors will not close. The furnace continues to freeze up.The first week of May someone showed up and told us he would be here the following week to work on the standing water under the house and we have not seen him or heard from him since. The kitchen sink isn’t sealed and leaks and the sprayer will not work we had to remove the button on the sprayer to keep it from continuously spraying water. 2 of my children including myself have been sick with respiratory issues since February, I was told by my physician that it was more than likely directly related to dampness and mold. The 4 rooms that my kids sleep none of the closets are finished, the back bathroom toilet only flushes sometimes, the outside vinyl isn’t cut properly and showing insulation, the door stoppers have came off in some rooms which has caused a hole in the drywall, the trim throughout the house has came off because it was not installed properly, I asked about the drywall in the living room when I moved in and was told it would be corrected soon and we have not had anyone come fix that. I want these issues corrected as it was stated in the contract it would be resolved. The one side of the house is settling where it was “hit” by a bulldozer before we moved in which is causing the entire house to be unlevel. I have waited and waited and gave the benefit of the doubt because someone always says they will come but no one ever shows up.

  

  Business response

  05/30/2024

  Ms. *****, thank you for your feedback! The home center manager visited your home on May 29th to observe the issues you mentioned in the complaint. You were not present during this visit and had another party present. After the visit, the drainage issue was addressed and the home center installed gutters and downspouts as an additional courtesy. It was found that the filter on the HVAC had not been changed, which can contribute to the freezing issues you’re experiencing. Page 9 of the warranty states that “abuse, misuse, and negligence” are items that are not covered in the warranty. Therefore, due to the condition of the home, no interior items will be addressed.

  Customer response

  05/30/2024

  
  Complaint: 21774146
  
  I am rejecting this response because: You have in fact breeched contract as the contract shows we have warranty on certain things that your manager refused to allow the worker to do such as the kitchen cabinets/drawers and the trim falling off all throughout the house?? The guy was going to fix the cabinets/drawers/trim when they came on 5.29.24 and that so called manager refused to allow him to make corrections to items under warranty and stated that no one would be back in our home to correct anything which is a direct breech in contact as we have asked since moving in for these to be fixed and when it did get “fixed” it broke later that night when I put silverware in the drawer because the tracks are too short. How is not fixing items that’s covered under written warranty not a breech of contract?! We have only been in the house for 5.5 months. This in fact breeches the verbal/written contract. Thr MGRs attitude/promising things in verbal contract that isn’t included in written contracts then not complying with verbals and lying stating it was never discussed/the condescending attitude of his, will be what will cause the loss of business. Not to mention he is refusing the employees to do the work which is supposedly covered under warranty. I do have him on video inside and outside of our home and I have his condescending comments recorded. I just want the items fixed that are covered under written warranty. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  06/11/2024

  Ms. *****, we appreciate your additional feedback. The warranty states that wear, tear, abuse, and neglect are not covered under the manufacturer's warranty. It also does not cover cosmetic items, such as interior trim, unless those items are reported during your initial walkthrough. Unfortunately, the condition of the home does not support further service. The items on the exterior of the home have been completed. If you believe the interior items are truly a result of manufacturing defect, you may reach out to your state housing authority and request an inspection; Clayton would repair items on that list. However, at this time, Clayton has fulfilled its obligations under the written manufacturer's warranty.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I purchased an off frame modular and were told that the foundation would be ready about 4 weeks before our house would arrive to the home center. Our house has been on Clayton’s lot for 7 weeks now and the site coordinator keep giving me the runaround on when the house will be set. First issue is when I was told the grader would be by to do the grading and after about 6 weeks they showed up then it took another 3 weeks before the foundation was ready. The crane company came and looked at the property and ask if we could move our house back 3 feet so he would have room to place the crane and the site coordinator didn’t set him up to do the job. Just tired of being told stuff and it doesn’t happen. Our construction loan is over in 5 weeks and still don’t have the house set for them to be able to finish it. I will never deal with Clayton homes again and will tell everyone I know not to do business with them. My wife and I have been making interest payments for 5 months and have nothing to show for it. It’s like the site coordinator doesn’t do anything until the last minute and then all the contractors are backed up and can’t do anything for a few weeks. With all we have been dealing with we need a big discount on our home when we FINALLY get to close and they it’s looking it will be next year the way they drag their feet.

  

  Business response

  05/28/2024

  We apologize we have not met your expectations. Alot of factors go into setting a mod. The well and foundation are in  and the crane set is expected this Thursday weather permitting. The trim out and septic install will follow. The home Center wants to get you in your home as quickly as possible as they have to pay floorplan interest everyday on your home until completed. Our contracts do state we cannot guarantee move in dates due to permitting, weather delays, contractor availability and inspectors schedules. Clayton homes of Spartanburg will continue to work to get you in your home as quickly as possible.  

  

  Business response

  05/29/2024

  We apologize we have not met your expectations. Alot of factors go into setting a mod. The well and foundation are in  and the crane set is expected this Thursday weather permitting. The trim out and septic install will follow. The home Center wants to get you in your home as quickly as possible as they have to pay floorplan interest everyday on your home until completed. Our contracts do state we cannot guarantee move in dates due to permitting, weather delays, contractor availability and inspectors schedules. Clayton homes of Spartanburg will continue to work to get you in your home as quickly as possible.  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our trailer home from Clayton Homes in Weslaco on about July 2022. First complaint is that this transaction should have occurred months before, however, they sold our first choice even after we gave them $1000 to "hold" it for us. They gave us their word and still sold it. Once the new one arrived, it had different appliances, no shutters, and squeaky uneven floors. They said they would add shutters at a later date and replace the stove, but could not get us stainless steel appliances as we originally wanted and agreed to. They also said they would fix all the issues after initial setup like squeaky floors, torn linoleum, moldy separated shower, exposed nails/staples, uneven floors, and a few other issues. Now we're in 2024, about to move, and all these issues still need to be fixed. We purchased this home as an investment to eventually rent or sell, however we will now have to invest into fixing all these issues before we can do that. We were told we had 5 year warranty, however, can never get them to come and fix anything. I take days off work to be here when they come and they cancel that same day, or come and do minimal/temporary repairs like gluing the torn linoleum. They don't call back to reschedule or even apologize. I should not have to be constantly calling them as they know these issues need to be fixed. And when we do call, they always have the same excuse..."The material is on it's way, it's being shipped in the new trailers we ordered"...Or..."Let us call you back so we can schedule a time"... And they NEVER CALL BACK!! I honestly do not see them resolving this, but I'm tired of poor service everywhere I go. It's a shame that it exists even when making an $80,000 purchase. After being in management for over 10 years, I can honestly say all this is poor management of personnel. If it's not, then there has to be an issue with money management somewhere within the local location. Future investments will definitely not be with this company.

  

  Business response

  05/31/2024

  We have been trying to reach you to schedule an appointment to come out and look at your concerns and make a list of the repairs. Please reach out to the Home Center at 956-464-3378 and ask for Doug or the Service Department,. We look forward to hearing back from you.

  Customer response

  06/12/2024

  Clayton Homes response is absolutely false. No phone calls have been made to my phone, nor my wife’s which are both on file. No voice messages or texts have been sent to us either. And each time the service man comes out, he tells us you all have not ordered anything, so he doesn’t fix anything since he doesn’t even have the materials to make the repairs! He even states he doesn’t know why you all are sending him over since there is nothing he can do. Then we call and are told, “the materials are on their way…” They’ve been on their way for the past couple years apparently. This just isn’t right. 

*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. ↩