ComplaintsforPalm Harbor Homes

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a home through palm harbor. It was delivered and we did our walk through the home was dirty, not move in ready with multiple things broken, things were not as we ordered. After notifying our sales agent, then her manager, then HER manager, also corporate they are not returning any calls or emails. Our sales agent made mistakes when ordering our home and the factory is saying they wont fix it. I have screen shots of me telling her things were not correct on the invoice. The back splash in the kitchen is not what I ordered, but factory says it is. I have pictures of the tile I picked, its clearly not the same. I paid for multiple upgrades and some were not done. I paid an upgrade of 2K for better flooring, its laminate with gouges and holes already! The sales agent said she made a mistake, apologized to us but they dont plan to fix it. So Im stuck with a home I didnt order because they made mistakes. I have screen shots timed stamped that line up with her emails of the order before she sent it in. I told her what was incorrect and sent pictures so it could be fixed, she didnt and now Im stuck with a home I do not want.

  Business response

  06/20/2024

  The factory has reached out and scheduled service for the listed structural issues.

  The Retail Team has also reached out and confirmed retail contractor service with the customer in the interest of customer satisfaction.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home from Palm Harbor Homes (******, ** sales office) in May of 2022. The purchase of my home included an on-site septic system (****) because my homesite could not be connected to city sewer services. Palm Harbor Homes sub-contracted the installation of the **** to a company called JT's Septic. Under Texas Law, Septic installers must provide a 3 year warranty for new installation systems from the date of first use, which was November 1, 2022, so that warranty period has not expired. **'s Septic has since gone out of business, and Palm Harbor is refusing to honor the legally required warranty, saying that it is the subcontractor's responsibility, and if the subcontractor is out of business, then the warranty is simply gone. I was given no opportunity to participate in the selection of the subcontractor. If I had, I would have selected a well-established company with a long-standing reputation for correct installations and compliance with Texas Law for inspections and honoring warranty claims.

  Business response

  05/23/2024

  Palm Harbor Homes only contracts with septic installers for the initial installation, that passes inspection. However, We do not warrant maintenance contracts. The maintenance contract is between the installer and customer, and if that contractor went out of business; the customer will need to find a a new septic installer to pick up the maintenance.

  Customer response

  05/23/2024

  I am rejecting this response because:   While the response could be technically correct per company policies, Palm Harbor Homes was negligent in their selection of the subcontractor, as the contractor was not only insolvent, but also failed to perform the installation correctly. A key component to proper pump installation is the ****************** which is used to prevent pump clogs. The installer that Palm Harbor selected on my behalf did not install a serviceable union, and used electrical tape to hold components in place inside the septic tank, which had already started to degrade.

  When a company subcontracts on behalf of their customer, the customer places trust in the companys ethics, especially that the company will perform a reasonable level of due diligence in the selection of the subcontractor. When that due diligence is either not performed or is insufficient, not only is the customers trust broken, but the customer can incur actual financial damages, which I did in this case. Palm Harbors negligence in this case directly resulted in my financial losses.

   

  Business response

  05/23/2024

  Additionally this customer has an extended service contract; which would cover any malfunctions in the systems/appliances of the home. It will not cover routine maintenance.

  If this is a route they wish to take, I will provide their contact info: Calims# ************, ***************** ************

  We can provide their policy number/ account code document for the *** directly, if they would like to reach out to **********************************************.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased house from this company and the company along with others that installed items refused to honor warranty and I have got the run around regarding issues for the last 5 years.

  Business response

  05/03/2024

  This Customer's factory warranty and extended service contract have both expired. The Factory has no outstanding work orders.

  Customer response

  05/04/2024

  I am rejecting this response because:   
  HAVE BEEN DEALING WITH THEIR POOR CUSTOMER SERVICE FOR 4 YEARS. CALLED A NUMBER ON ****** FOR HEADQUARTERS AND LEFT VOICEMAIL ************* on 4/5/2023) BECAUSE THE CUSTOMER SERVICE IS SO POOR THEY CAN NOT BE BOTHERED TO TALK TO YOU. ON 4/7/2023 A **** NAMED ******** CALLED AND LEFT VOICEMAIL. I RETURNED HER CALL AND BEGIN VOICING MY COMPLAINTS AND AS USUAL IN TYPICAL PALM HARBOR FASHION SHE WAS CONDESCENDING, DEFLECTED AND TRIED TO BLAME ME. SHE SAID SHE WOULD RESEARCH AND GET BACK TO ME ON MONDAY BUT WAS GOING TO BE OUT OF THE OFFICE THE REST OF THE **** AND WOULD FOLLOW UP. SHE ALSO SAID I COULD CONTACT TDHCA *************) AND FILE A COMPLAINT AND THEY WOULD COME OUT AND DO AN INSPECTION AND IF THEY FIND SOMETHING WASNT DONE PROPERLY THEY WOULD BE NOTIFIED AND HAVE TO FIX IT. WHEN I CONTACTED THEM THE **** SAID THEY DO NOT PERFORM THAT SERVICE.   ******** HAS NOT CALLED ME BACK. 

  I ALSO DEALT WITH ***** AND ***** WHO ASSURED ME THAT THEY WOULD ADDRESS MY ISSUES AND THAT TIME RUNNING OUT WAS NOT A PROBLEM. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in 2021 it was delivered in 2022. This home has been the worst experience for us first off the team that supposed to come and fix the things when it delivered was horrible they did everything half ass! Our windows arent sealed right when its cold out we can feel the air coming in through the windows and not only do we feel the air coming through windows we feel it through the outlets really bad. The ** cools off our living room so cold but the master bedroom hardly gets cool and same with the heater and when the factory sent the ppl out to check it they said nothing was wrong with it. Our floors are very uneven and the furniture doesnt sit leveled!! My cabinet doors and drawer dont shut right my husband had to try fixing them! Our back door leaks every time it rains which is a complete nightmare. My front door is so uneven. The paint is so patchy looking and has a bunch of nail spots the trim is all uneven! I can go on and on! This is our first palm harbor home and it was very expensive and its not worth the price!! We had an Oakwood home and it was excellent and the ppl that work for ******* were the best and fixed the house the way it was supposed to be done!! If I could do it all over I wouldnt have gone with palm harbor!! Biggest mistake EVER!!! Be careful buying one of their homes!!

  Business response

  05/01/2024

  This home's 1 year cosmetic factory warranty has expired. This home also has an extended service contract for any issues that remain (expires in 2027).

  We would be more than happy to provide the customer with their extended service contract information, if they would like to reach out to our customer service department: Please email **********************************************.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This isn't about the business that sold ** the home, but rather the builder. ******** at Palm Harbor refuses to fix the very valid structural problems with our new Palm Harbor home. My husband and I have repeatedly texted and called ******** at Palm Harbor to find out when he is going to put us on the schedule for the roof and flooring that was incorrectly installed. He won't answer us back, even though he has had people out here to fix other problems, like the one where they closed the home up with a raccoon inside that caused massive damage in the ducting system. I don't recommend buying from this builder as he won't fix ALL the structural issues. The next step is to apparently file a claim and/or contact an attorney to get this issue resolved.

  Business response

  04/09/2024

  The factory has reached out and scheduled service for the listed structural issues.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in 2016. I was told I have a 12 year Limited Structural Warranty. I have an issue with my flooring. No one seems to know who I am supposed to contact regarding this problem. Who do I need to contact about this warranty. Palm Harbor is clueless.

  Business response

  02/22/2024

  The 12 Year warranty is provided by MHWC. MHWC can be reached at *************, or by email at *******************.

  Palm Harbor will reach out to the customer directly to provide their personal 12-year warranty identification information. 
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incomplete construction. Manufacturer built a home with no exterior walls. Ive had an issue that resulted in me removing a piece of siding. When removed we found a deteriorating house wrap. We looked under it and saw insulation, then interior drywall. There was no plywood applied to the entire exterior of the house. Basically, vinyl siding, then house wrap, studs, insulation and drywall. Truly can not believe that a company would fail to complete a basic building process. Extremely deceptive!

  Business response

  02/01/2024

  I am not able to locate this customer based on the name. 
  
  Our homes are built to HUD code and the exterior siding is considered the vapor barrier.  We do not install plywood between the exterior siding and the drywall. 

  Customer response

  02/04/2024

  I am rejecting this response because:   It is a standard corporate response to deny liability.  The response sent did nothing to resolve the issue.  Instead the company said that we have quality just to the bare minimum of what is required by law, that we will not go above and beyond those standards to produce a quality product.  Profits over quality seems to be the norm for this company.  I will be sure to pass along your fine quality standards to the press and potential future customers. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Palm Harbor Villages will not replace broken door in the bedroom. although it should be under the alleged 12 year warranty.In the picture you can clearly see the crack in the door.

  Business response

  01/31/2024

  This home was purchased less than a year ago; all warranties are currently active.

  Palm Harbor's **** Fleetwood Factory will replace the door.

  Customer response

  02/02/2024

  I have reviewed the business response and accept this resolution. 

  Please let me know when it will be replaced.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in 2021, it was brought to our property in November of 2021. We were able to move into it in April,2022. On January 19 we noticed a water spot on the ceiling of our laundry room, by where the wall meets the ceiling. This has to come from a roof leak. I phoned and left a message for the service director and she phoned me back on January 22. She called back to say that the roof leak was not covered under the extended warranty. I have submitted the warranty appears included in our packet and year 1 includes shingles and so does years 2-5. There is to much ambiguity in the term shingles, there is nothing specific. Common sense will tell you the roof will not leak if the shingles are not bad. And if it is leaking around a vent pipe than that would be structural. I am trying this recourse before seeking legal advice, this is too much money to spend with no support from the company.

  Business response

  01/24/2024

  The *** one-year warranty expired in December 2022.  Their home is now subject to the terms & conditions of Palm Harbors 5-Year Protection Plan.  This plan lengthens the coverage of specific structural, electrical and plumbing systems.  All repairs or replacements made under this plan are subject to a $50.00 deductible charge per covered item.   Roof leaks are not covered under the 5-Year Protection Plan.  To clarify, the 5-Year Protection Plan lengthens the coverage of the roofs structural components only.  That means that if a structural component like a rafter or roof decking fails, Palm Harbor will repair the defect and the homeowner pays a $50.00 deductible.  The 5-Year Protection Plan provides shingle coverage only in the event there is a defect related to the installation of the shingles. It does not provide coverage for general maintenance, settling, wear & tear, storm damage, etc.  The shingles themselves are warranted against defect by the shingle manufacturer. Roof leaks can be caused by many things.  Palm Harbors Care and Maintenance guide recommends that homeowners inspect their roof twice a year for items such as high nails, lifted or broken shingles, and cracked, missing or separated sealant around vents and other roofing penetrations as this is not permanent and does wear away over time.  The roof generally receives the hardest wear of any part of the home.  Rain, wind, hot sun, freezing and thawing temperatures all take their toll on the roof.  This can cause roof leaks.  We had an extremely hot summer last year and have already experienced extreme freezing temperatures in January of this year.  Palm Harbors warranty provides coverage for a time certain.  That time has expired.  The fact that a roof leak has occurred for the first time in over two years does not mean the leak was the result of a manufacturing defect. If the homeowner would like to provide photos of the water stain inside their home along with photos of their roof where the leak occurred, we would be glad to review them to determine if it would be covered by Palm Harbors 5-Year Protection Plan.  If we determine it is covered by Palm Harbors 5-Year Protection Plan, the homeowner will be required to pay the $50.00 deductible for Palm Harbor to repair the leak. 

  Customer response

  01/24/2024

  So , why does the 5year warranty have shingles listed along with ************** structures if they are not covered ??? 

  Customer response

  01/24/2024

  I am rejecting this response because:   The warranty paper , that is in our binder, lists shingles under both the one year and the 2-5year warranty . They should be covered if they are listed on the warranty paper . Why list them if you are not covering them? 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a mobile home from them. Gave a $5,000 deposit in Oct 2022. Gave another $82,753.00 in Dec 2022 and the final amount $104,200 in March 2023. The mobile was put on the lot June 7, 2023. We were asked to inspect late June or early July 2023 and sign the ************** My partner *********************** signed the document but made notes of what still needed to be fixed or repaired. Nothing was done inside the home to fix these items till we started asking in Sept. They sent one person who did not address the problems. They sent another in Oct sometime who still did not address all the problems. We kept calling and complaining. They sent two guys out in Nov who addressed some of the problems but not all. They closed us out thinking they were done. We received the ** and They sent us the keys. We asked if all was complete and they said yes. When we got in we contacted them about items not fixed like a closet door an inch lower than another and paint trim not complete. We opened windows that werent plumb and didnt work correctly and demanded they get this complete quickly. Now we find out by the electric company that the electrician didnt bring the line to the pole for hook up. When they put the house on the lot they broke the sewer pipe vent and never repaired it. We asked and they said not their problem. There is contractor trash under the mobile. The skirt looks like a snake. It should be a straight line. We are at the end of our rope. They said they strive to be complete in 90 days. Its now 6 months. I have a renter that was supposed to rent for Oct 1. Im now out 3 months rent. Can you help. Ill be contacting a lawyer. Any help is appreciated. We have many pictures to send but to many to attach to this page.

  Business response

  01/03/2024

  Palm Harbor Village always wants the customer experience to be an excellent one. We dont want delays, just like our customers.
  We actually had to stop the site work, waiting on customer to finish the concrete pour of the driveway, almost two months.
  The electrical work that is needed to get power is a customer responsibility (with utility provider fp&l) it is stated on the contract, we have supplied electrician name that customer can contact and pay direct for.
  The sewage pipe vent passed inspection, palm harbor will be glad to have *********** return to see if we can fix if needed.
  The skirting originally looked good, we will have the company stop and see if adjustments can be made.
  All interior work, service and window and door adjustments are handle by *******************************************; the factory has confirmed that the interior repairs are complete per attached sign off.

  Palm Harbor Village do not guarantee completion dates, therefore we are not responsible for any lost income.

  We will be more than willing to answer any other questions or help in any way we can.  (certificate of occupancy has been obtained.)

  Customer response

  01/08/2024

  I am rejecting this response because: first, there was a meter with a line attached to the pole. Per my electrician they only needed to put on a new shut off since the original was old. Instead their electrician cut my connect to the pole, put a new meter at the house and left is the responsibility and expense of $7,133.00 to get electric from pole to house. 
  second are pictures of a very curved skirt which we complained about since it went up. Their employee ***** said she sent multiple emailed with no response for repair. 
  third are pictures of trash and debri left in the yard and still under the mobile home. 
  fourth, is a dent in the new stove and the inside of the air conditioner closet door. Unfinished with screws and seams exposed. 
  fourth we had the existing drive way and only needed to install a walkway which was complete by Aug 25. So as you can see a lot of untruths. 
  me were told by ***** their electrician failed multiple insp to pass which delayed us. 
  the home never got cleaned after interior work which was paid for in the contract. 
  I have many emails backing all this up. Because of their poor workmanship, non attention to detail, poor contractor work I am out 3 going on 4 months rent at ***** a month, an awfully installed skirt at *****. The electrical and I still have to call a plumber because when then installed the home they crushed all old sewer and water lines. They installed new but there was a sewer and water line going into the shed for an extra toilet, sink and washing machine. This is neglect and poor workmanship on their part. 

*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. ↩