Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February, 2024 I started working with ******* ****** at ****************** to purchase a new ******* Homes manufactured home unit, I agreed to purchase said unit after researching and looking at the model. I was assured that a timeline of May 1 would work with the sale of my condo. As the closing date approached in mid-April I was informed the new unit I agreed to buy would not be ready in time but another similar unit was available. I had to agree to it since it was the only unit available and I was moving in 20 days. The first time I walked through my new home was on May 1 after the closing was finalized. A few months after moving in, rainstorms came and I had water coming inside my doors. I put in a request to have the door frames which was never followed up so after weeks, I stopped in and was told storm doors take care of this issue and they could not adjust the entry doors. I didn't have storm doors so the park installed them. On 09-23-24 I came home to find interior trim on the floor. Back to park office, I was told my warranty would cover cosmetic items. I was never made aware of any warranties during my purchase and the issues didn't seem cosmetic. I asked to contact the manufacturer, I was told I could not and they would for me. After two weeks of no response, I went to my township. Attached is their report showing the issues due to poor manufacturing. The inspector said he is worried that home being a few months old & with the winter approaching there is a potential for snow load to become a hazard. I deeply appreciate the direction in this matter as I feel was misled during this purchase as I was told this home was like the ******* Home I was shown. I wouldn't have purchased this home if I would have walked through it prior to closing and would have made different terms on my condo sale.

  Business response

  12/09/2024

  This is not a Champion Home. Clearly states a ******* Home. Please reach out to *******

  Customer response

  12/09/2024

  Complaint: 22562857
  
  I am rejecting this response because:

  The response of my home being a ******* Home is incorrect. 

  Please review my attached loan documents and the manufacturers information label from inside my home.

  Regards,
  
  ***** *******

  Business response

  12/09/2024

  Please respond with the serial number to your home. You can find this on the data plate in your master bedroom closet or under the kitchen sink.

  Thank you!

  Customer response

  12/09/2024

  Complaint: 22562857-reply with serial number #********************
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******

  Business response

  12/10/2024

  Please reach out directly to the plant.

  I have attached the Service Manager and CSR to contact.

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

  Please keep in mind Champion Homes carries a 30-day cosmetic warranty along with a 1 year electrical, plumbing and structural warranty.

  My apologies on the delay with this information.

  Customer response

  12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I spoke with ***** and she opened a work order to have issues addressed with my home. 

  Thank you for all the help and have a safe and wonderful holiday. 

  With kindest regards, 
  ***** *******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The home I purchased came out of the Champion Homes factory in ********,** in February of 2022, which I then purchased in March of 2022. The home was then delivered for installation in September, prior to even moving into the home I noticed a leak coming from the fan in the laundry room. I reported this immediately to the company I purchased the home from and they stated it would be reported to the factory and to put it on my 30 day final repair checklist. Fast forward to May of 2023, this is when the manufacturing company finally came out to do the final repairs on the home, and mind you I still have a major leak in my brand new laundry room. The contractor claimed he could not find an issue with my roof and stated he glued down the shingles, the leak continued and has migrated into other areas of my home. I made several attempts to contact a representative with the manufacturer and finally got a hold of someone in Nov of 2023, who then told me that my warranty was over by like a day and decided to send out the same contractor to fix this leak again. He came out and again claimed he could not find an issue and stated he nailed down a nail that was sticking out. Problem was not fixed again. I made more efforts to contact the manufacturer and no response. I have been forced to contact a roofing company(several actually) which have all determined I need a new roof due to poor manufacturing installation. You would think that a company would want to uphold their products to the greatest of standards and provide a product their customers would be proud to own, but instead they have turned up their noses because what's it to them! They have made their fortunes at the expense of people who work hard and are paying for home that was supposed to a dream for some people, but have had nothing but problems and nobody will hold accountability.

  Business response

  10/23/2024

  Our records indicate the home was purchased in September 2022. It appears that the retail seller sent someone out there that same month with the report of shingles missing from transportation. We only have one service order on the home dated 12/28/2023. Contractor reported sealing around the vents and repairing some shingles. Champion ******************* warrants all structural items for one year from the date of purchase, so this service order was issued well beyond the scope of our limited warranty policy. 

  We take roofing contractors opinions with a grain of salt as they typically are trying to sell a roof. The State of New Mexico Licensing and **************************************************** is the authority for manufactured housing in the State of **********. They typically do thorough inspections when the home is set. I'm quite sure if you believe there is a problem with your home that is related to a manufacturing defect, you can file a formal complaint with them and they will inspect the home and issue a warranty order. We certainly will abide by any determination they make. 

  Customer response

  10/27/2024

  Complaint: 22437449
  
  I am rejecting this response because: I have attached a screenshot showing the date in May of 2023 when the contractor came out and failed to make the repair to the roof. I have also attached pictures to show that the leak has navigated its way to other parts of my home because it was not properly addressed in the first place. I purchased the home in March of 2022 and closed in July in *************************************** September of 2022. The roof was leaking before inspections were even done and Champion Homes was notified of that and yet nothing was done. How can a brand new home already have significant leaks if it wasn't due to poor construction? It is the companies duty to hold their employees accountable to ensure that the construction is done properly before leaving the manufacturing warehouse. As far as the warranty goes, this is occurred during the warranty timeline and Champion Homes failed to fix the problem, which was communicated. This falls under lemon law litigation and I'm honestly surprised that a class-action lawsuit has not been filed against Champion Homes. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my champions home in August of 2022. My husband and I have been in contact with ******** with champion homes since we bought the home. All of the issues that we have with this home were made aware within the first year. We are now into the second year in our home and not only are they now refusing to fix the issues. It has taken over 2 years to get to get to this point. A roof leak that still has not been fixed which has cause water damage to the ceiling that has been painted over 8 times now by a champions contractor. They are refusing to replace the Sheetrock that is damaged. There is a section in the floor where the deck boards do not connect. Approximately 8 feet long and about an inch wide where the linoleum is breaking through due to no flooring. Patched linoleum that was damaged prior to buy but was assured would be fixed and never give issues. Just recently had 2 different emails from ******** with champions. One stating apologies and that these issues will be fixed on 9/27/2024 and then another email a few days later stating that the will paint the ceiling again but will not replace the Sheetrock. The damage floor will be glued back down even though it is torn due to patch peeling and bending up. And that nothing will be done about the floor that was not connected properly while building the home. It took a year and a half to fix the outlet in my **** and **** bathroom. The people sent to my home have never come with all equipment to fix issues on the list given. It took over a year to get one drawer replaced that does not match the other three. This has become a stressful problem that should not happen with buying a new home. Again, all of these issues were told to ******** with champion homes during the first year. Now she is refusing to fix the issues that can potentially ruin this home.

  Business response

  10/10/2024

  Champion *******************'s warranty applies to structural items for a period of one year. Cosmetic items (things which can be damaged or worn) must be reported during the first thirty (30) days of occupancy. Our records indicate this homes warranty expired July 3. 2023. We do however currently have an open service order assigned to a contractor to make the requested repairs. He should have already contacted you to schedule that appointment. Champion ******************* takes seriously our obligation to correct any defects int he original construction or workmanship in our new homes. 

  Customer response

  10/13/2024

  Complaint: 22401496
  
  I am rejecting this response because:

  ALL complaints that have been made were made well before the 1 year warranty expired. My husband and I both have text message and email history between ourselves and Champion Homes and Triple C Homes (seller). We even have messages stating that these items would be repaired and now, suddenly and without explanation, the repairs are NOT going to be made. For example, a leak that was reported over and over again caused major damage to sheet rock.  ******** stated that it would be replaced. Instead, theyve painted it with Kilz and white paint on seven different occasions. There are multiple items that weve been waiting to be repaired properly and are now being told that they will not be repaired. Champion Homes and Triple C Homes have both performed work under the home and someone (***** or *****) has cut the Vapor Barrier to look for leaks but, now they both deny cutting it so Champion says that it falls on the homeowner because of their denial. There are MULTIPLE problems with this Brand New Home that Champion refuses to address.  Againthere are text message and email histories of these promises from Champion Homes/******** Mayes 
  
  Regards,
  
  ****** ******

  Business response

  10/16/2024

  I'm sorry if ******** stated that we would replace the sheetrock. She adamantly denies that. Why would we? If the sheetrock is dry and not compromised, our standard method of repair is to Kilz and paint the affected area. The current service order that is out includes repairing the vinyl floor covering and to replace some cabinet drawer fronts. This should be scheduled soon. 

  If you believe that there are manufacturing defects in the home that have not been properly addressed, you should contact the *************************************************. The manufactured housing division (MHD) administers the Texas Manufactured Housing Standards Act and regulates the manufactured housing industry in *****. Under their contract with ***, they investigate and resolve consumer complaint items under the Standards Act. They can be reached at ************** or toll free at ************. They will instruct you on how to file a formal complaint. Their responsibility is to ensure that manufactured homes are well constructed and safe, installed correctly and that you are provided fair and effective remedies to your complaint items. 

  If you file a complaint, they will schedule an inspection where we can all meet and allow them (an unbiased third party) to determine what is or is not considered our responsibility. We certainly will abide by any determinations made during that inspection. 

  I hate that you are unhappy with your purchase. I am confident that with proper care and maintenance it will provide you with many years of trouble-free living. The Homeowner's Manual that accompanied the home will help you understand how to care for your new home and will describe basic maintenance procedures. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Roof has been leaking since day one.major damage to my manufacturd home from Champion

  Business response

  08/27/2024

  We need more information please.

   

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the home on 2022 and the roof the shingles have fallen off and I have a leak in my living room ceiling. I've call Mr. ********* and no answer or call back and I paid in full cash for home. I'm an elderly and disabled women

  Business response

  06/17/2024

  Our records indicate the home was retail sold in March of 2022. Champion ************** **** warrants all structural items for one year from the date of purchase. This homes warranty expired in April of 2023. A careful review of the service history indicates nothing was ever reported with regards to the shingle roof and no service orders were issued to that regard. Request for warranty service should be submitted in writing and I find no record of anything submitted to this office since July 2022.

  Homeowners are responsible for routine maintenance as described in the Homeowner's Manual that was sent with the home. It's hard to say without looking but we have experienced a lot of heavy wind and storms in recent months and that possibly could be the problem. It's just simply beyond the scope of our limited warranty policy and I therefore must respectfully decline to provide the requested service. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Electrical issues, brief shocks when turning off ceiling fan at switches. When turning on bathroom fans bathroom lights will flicker. Also trip ground fault switches when using regular kitchen appliances or the main breaker.

  Business response

  05/09/2024

  Unable to find this customer in our system. Are we sure it was built in ********, **? A serial number would help me to identify the home and where it was manufactured. 

  Has a service request been submitted to the factory? Information on how to obtain warranty service can be found in the Homeowner's Guide that was sent with the home. All request for warranty service should be submitted in writing. Provide the retail seller's name, serial number and written description of the problem and someone will respond. Unfortunately, we do not have anything from this customer. If you provide me the necessary information, I help to obtain the requested service. 

   

  Customer response

  05/09/2024

  Complaint: 21687389
  
  I am rejecting this response because: Unit number: 110-000-H-A005255AB-SC manufactured ******, ***
  
  Regards,
  
  *******************

  Business response

  05/10/2024

  Do not understand why the response was rejected. I'm trying to help get resolution. The home was built in our ******, ** facility. I will forward the information now to *********** Manager at that location. I am certain someone will reach soon. 

  Customer response

  05/12/2024

  Complaint: 21687389
  
  I am rejecting this response because: Awaiting response from my response with the unit number I sent in 
  
  Regards,
  
  *******************

  Business response

  05/28/2024

  This home was not originally purchased by *******************. This is a second owner, and the home does not have a warranty. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for ongoing repairs and my home since December 2023. When I did the final walk-through, I mentioned a number of things I need to be fixed on the home and the man who came to do the walk-through with us said wow, *** never had somebody complain about so many things And then also said well this is a manufactured home not everything will lineup perfectly. After we moved in the master bedroom shower had a major leak. They came out and put two pretty large holes on the wall and they were going to come back to Fixit. March 15 I messaged Champion homes and they had told me that they will get the house assigned to somebody. Nobody came on the day they claimed they would come so then they said well we had the wrong number on file. So OK mistakes happen. I understood but it is now April 19 and I am still waiting for the work order to even be assigned. I have reported to them that as I was hanging up clothes The closet shelves fell down. I still have holes in my wall. Everything that was on the walk-through was not completed. The tile in my kitchen wall are crooked. There is still nails sticking out in my cabinets. The bottom lock on my door does not work so we are only able to lock the top lock. There has been a number of things wrong with this house. I would not recommend champion homes. also they either need to hire somebody else to help ******** because she taken a very long time to respond to emails and will not answer calls .

  Business response

  04/22/2024

  We currently have a service order open for this customer. Contractor here this morning and we wanted to confirm we have all of the necessary materials. He will reach out today sometime to schedule. Wanting to do this tomorrow if possible. 

  Customer response

  04/23/2024

  Complaint: 21600980
  
  I am rejecting this response because:

  They have assigned this order multiple times and contractors do not show up . I will not be satisfied until a contractor physically shows up and all issues are fixed . 
  
  Regards,
  
  ***********************

  Business response

  05/03/2024

  Not sure I understand as our contract service technician was there on April 24 and 25 and to my understanding completed all of the complaint items. I apologize for all of the confusion as it appears we dropped the ball somewhere. Champion ************** **** takes seriously our obligation to correct any defects in the original construction or workmanship of all of our new homes and we fully intend fulfill that obligation. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/20/23 we entered into a contract with Champion homes for a mobile home at a cost of $88,966 which we paid the full amount at the time of order placement. The home was ready in November and the first project Manager ********************* insisted on making the delivery otherwise I would be charged storage charges by the factory. She got ***************************** to call me to arrange for the for delivery and he would be responsible for the site preparation. Finally, on 11/27/2023 the home was derived to the site. ********************* said that till such time there was water and a septic system ready Champion homes would not send anyone to fix the damages. Water and the septic system get the final approval from Travis County on 1/8/2024. Champion homes just keeps sending subcontractors to work on the house and needs for us to sigh off that the work is done. After talking to ************************* boss about the way in which they are working he got ******************************** the assistant Project Manager to work at trying to finish out the job. He wants everting is writing with is good with me. And on Friday the 2/23/2024 we got a professional inspection company to inspect the home and sent ****************** the report the next day. ****************** addressed some of the issues while on others he said that it was ***************** responsibility. I do not want to get involved with the infighting!!!!!!!!!!!!!!!!! There are still issues in the inspection report which ****************** did not address. And we see no point for the warranty to start on delivery of the home when it is taking Champion homes so long to make good on fixing the damages to the home.

  Business response

  03/07/2024

  ******************** did enter a contract with Champion ***********.One of many retail locations operated by Champion Retail.
  The purchase agreement signed by ******************** indicates the following:
  1. The monies must be received upfront to initiate the building process. This removed any contingencies, allowing them to move forward with the construction.
  2. Paying in full upfront also earned him an additional 3% discount on the home.
  3. The contract also states that if the customer doesnt take delivery of the home within ************************************************************************* addition to insurance on the home while it remains at the property.
  4. It also states that all utilities must be available and hooked up, then the skirting, AC and factory trim out can be ordered.
  My understanding is that ******************** indicated on 11/13/23 that he would be out of town until the month end and would not be available.So, Champion *********** was to communicate with his contractor *****************************. The home was delivered 11/22/2023 and the home installation was completed on 11/25/2023.
  ********************** advised Champion *********** on 01/13/24 that all of the utilities were available, and email was sent that day to order the skirting, AC and Factory Trim Out.
  That is where we come in. We are Champion Home Builders, Inc.and the manufacturer of the home. We provide factory trim outs as a service to some of our retail partners. We arrived at the home on 02/01/2024 and discovered damaged from transportation that had gone unreported to include an exterior door, vinyl siding and shingles that had blown off. The contract completed the interior trim out and reported the damages to Champion Home Builders,Inc. Materials were not readily available at that time and a re-write was necessary. Our contract service technician picked that material up on 03/04/2024 and should have already contacted ******************** to schedule an appointment to make the necessary repairs.
  ******************** did hire an independent home inspection company to inspect his home and we are in receipt of copy. Unfortunately, the inspector is apparently unaware of the fact that manufactured housing is regulated by the federal government. Part 3280 of the Federal Manufactured Construction and Safety Standards set forth minimum requirements for the design and construction of manufactured homes designed to be used as dwellings. Many of the cited items are requirements found in site-built housing codes such as the International Residential Code (IRC) and therefore are not something we are going to change or correct.  
  If ******************** disagrees then he should file a formal complaint with the ***** ********** of ******* and Community Affairs (Manufactured ******* Division) MHD is administers the ***** Manufactured ******* Standards Act and regulates the manufactured housing industry in *****.Under their contract with HUD, they investigate and resolve consumer complaint items under the Standards Act. They can be reached at ************ or toll free at ************. They will instruct him on how to file a formal complaint. Their responsibility is to ensure that manufactured homes are well constructed and safe, installed correctly and that consumers are provided fair and effective remedies to their complaint items.
  If ******************** files a complaint they will schedule an inspection where we can all meet, allow them (an unbiased third party) to determine what is or is not considered our responsibility. We certainly will abide by any determinations made during that inspection. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our home from TLR homes in ***** ** and so far, have had nothing but problems. Under warranty they came to "fix" the issues but never resolved them just made it last past the warranty. We still have mold and moisture issues throughout the home and the floors are still buckling more and more. The issues are getting worse, and the year warranty is a joke when they put the work off for months then never fix the actual issue. Me and my children are allergic to mold and are constantly having to take allergy medicine and it is now affecting my husband's health also. This company needs to be held accountable for not providing homes up to basic standard and for robbing money from consumers for a product that is defective.

  Business response

  12/28/2023

  It appears the home was built in our *********, ** manufacturing facility and not a Champion ******** product. I have forwarded the concerns to the Service Manager at that location, and I am quite sure he will follow up with a response. I personally cannot speak to any of the specifics as it is not one of my homes.

  Champion ************** **** takes seriously its obligation to correct any defects in the original construction or workmanship of all of our new homes. We do however draw a sharp line of distinction between homeowner maintenance items and construction defects warranted by Champion ************** **** If you have a request for warranty service, please follow the procedures outline in the Homeowner's Manual. All request for warranty service must be submitted in writing and sent the manufacturing facility where the home was built.  

  Customer response

  12/28/2023

  Complaint: 21061599
  
  I am rejecting this response because: even if the leesivle department made the house it is a champion brand. I believe you should help handle the situation seeing as it is apart of your company that has messed up a product.
  
  Regards,
  
  *************************

  Business response

  12/28/2023

  I have reported the complaint to the ********* service department for them to follow up on. That's the only thing I can do. I am confident that dealing directly with them will bring resolve. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We moved into our new Champion home in May of 2023. We purchased it from Ironwood Homes in ********* *******. The manager, ****, was so nice and helpful. All the way thru the sale and after. We needed some things taken care of after we moved in. None of our doors shut in the home. We called him and within two weeks someone was there to fix it. They forgot my screen for my kitchen window and were to bring that back. To our horror, **** passed away in June of 2023 from a massive heart attack. We were so sad, he was so nice and a wonderful person and such a good manager of that business. I did not know at that time he had passed away and I had been messaging him about someone coming back to re-do our doors. You have to slam them to get them to close. One of the kitchen drawers is broken, the actual rail is broken we have it propped up. Still no kitchen screen. ****'s wife answered one message and told us he had passed away. She told us to speak with ***** at Ironwood. I did. Three times. He told me that Champion has a bad reputation for follow-up on repairs, and they would try to get someone out. That was three weeks ago. We only have one year to get these things fixed. We spent allot on this home, it is under warranty, we deserve to get these things fixed. They need to send someone to fix these things again and fix them correctly even if they have to put new door frames in. I should not have to slam, really slam, to get my doors to shut. Very poor service to say the least.

  Business response

  12/27/2023

  I am unable to appropriately respond to this complaint. The home most likely was manufactured in ******* but I have no way of knowing without the serial number. We are in ***** and currently do not sell homes in *******. I am quite confident that if you contact the manufacturing facility where the home was built as directed in the Homeowner's Manual you received when you purchased the home, they will respond. Champion ************** **** takes seriously its obligation to correct any defects in the original construction or workmanship of your new home.  Note that all request for warranty service should be submitted in writing and sent to the service department where the home was built. Champion ************** **** warrants all structural items for one year from the date of purchase and applies only to items built into the home itself. It does not include attachments fade by your retail seller such as outside rooms, carports, A/C units or landscaping. 

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I actually received a telephone call this morning from ***** the nice gentleman that repaired our home right after we moved in that he was in *********** and he was coming in an hour to repair what needed to be fixed.  So, someone, I believe got in touch with someone after all these months and got it on the ball, it isn't a coincidence.  I appreciate it very much though.  No matter how it happened. Thanks very much.

  
  
  Regards,
  
  *************************

*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. ↩