ComplaintsforCareFree Homes

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Morning, I am requesting assistance on help with encouraging Carefree Homes to finish our rock wall that needs to be leveled out. We had put this on our first year list of things that needed to be fixed and here we are, 2 years after closing, still trying to get them to finish all of the repairs. I have attached a copy of the most recent e-mail transactions between myself and the "warranty coordinator," ***************************. On April 19th, she said that she would have the the Area Manager call me and as of today, April 28th, I still have not received a call. We have had to basically beg them to do the work that they have done, been stood up multiple times when people were supposed to be there and they did not even have the decency of calling to let us know that no one was coming, and a few of the employees are overall very unpleasant to speak with. Any help at this point would be greatly appreciated - they do not care about their customers after they sign the closing documents and have your money in hand.

  

  Business response

  05/09/2022

  Yes, the customer is correct.  We apologize for not doing a good job of following up.  Once we received the complaint, one of my managers has already reached out to the customer and we are scheduled to meet with her tomorrow.  I have reviewed the pictures today of the rock wall in question and agree the wall needs to be addressed and leveled per our original commitment to her.  While this had been assigned to a member of our team when the customer first made us aware of the problem, lack of follow up on our part let to the work not getting done.  After the customer appointment tomorrow we intend to correct the problem within the next ten days.  Yes, there will be better follow up this time.  Thanks BBB, for assisting us in providing better customer service.

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

  VP of Operations

  Carefree Homes

  Customer response

  05/11/2022

   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 to this point. They called my husband on Monday and met with him on Tuesday to visually see what needed to be done. They are scheduled to be here at 7 am tomorrow, Thursday, to complete the work. While I am satisfied so far, I will not confirm until the work is officially done and there are no damages and the wall is level. 

  Thank you BBB for doing something to help me in days that I have spent months trying to get handled!

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carefree connected the ** condenser to the sink instead of the main plumbing line which is against code. This caused a sever clog that plumbers have been unable to clear. The plumber, A/C company and city have confirmed it is not to code. I informed Carefree but they keep saying it is not their problem and refuses to take or return my calls. I now don't know where to turn. I have a bathroom sink and tube that is unusable. Our family of five now has to share the master bathroom! Please help.

  Customer response

  09/09/2021

  Carefree contacted my wife. We resolved the issue on our own busing another contractor.

  

  Business response

  09/09/2021

  I initially spoke with the customer approximately in early August in ************************************************** their hall bath tub, during our conversation he did mention the sink was not up to code which was causing the sewer back up at the tub, Since the homeowner closed on this home three years ago we typically do not address sewer line clogs after the 1st year of closing, With out any additional information about the sink we informed him that his sewer clog issue was out of warranty and not be addressed at this time.
  
  Regarding the code issue we received a phone call from the Chief building official in the week of August 23 2021 informing us that a customer ( he was not specific on which customer ) that a customer contacted him about a code issue at the hall bath sink plumbing pee trap, the fact that the **** condensation primary drain line is connected to the plumbing line under the sink it was approved approximately roughly seven years ago by the *************** and county, the only thin in question is if the pee trap was installed on this individual line , per with our conversation with the city official we were told that, he told the customer that this issue would not cause a clog
  
  I spoke with the wife of our customer on September 7 of this week she said they had a plumber come out to snake out the line and that the tub was working fine at this time. I offered at the husband request to go look at the line under the sink and to install a pee trap if needed ( we need to verify if a pee trap was installed in the attic if its missing we would install one) I ask customers wife to have the husband reach out to us to schedule a plumber to install a pee trap if needed if one isn't installed in the attic already , as of September 9th we have not heard back from the customer I will make another attempt to reach to the customer 9/10/2021 to resolve this issue.
  
  Until we hear back from customer we will keep this work order open for one more week. If we do not hear back from the customer will we close this work order out.

*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. ↩