ComplaintsforPalm Harbor Homes

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wouldn't buy a dog house from Palm Harbor Homes!In May'22, we bought a ***** Sq Ft home; delivered at the end of Sep'22. The home was damaged on delivery...a large support beam was bent when crossing the ditch line. We put the house on a residential foundation and added almost ***** sq ft of covered porches on the front and back.We moved into the home late Nov'22. From that point, it's taken almost a year to fix multiple issues with the home; huge bump in floor, cracks, damaged drywall, paint peeling, poor kitchen plumbing, pipe inside the laundry room broke, refrigerator leaked, damaged floor in kitchen, damaged counter top in kitchen, etc. The roof was not installed properly, nails exposed everywhere...they would only caulk the nails vs replacing the roof. The factory and office liaisons were almost completely non-responsive after the sale; escalated multiple times....all the way to Palm Harbor AND Cavco senior leadership. The coordination was impossible, since there was little or no communication. We're still having issues with cracking, ceiling marriage line is falling down, bath tile is coming off, siding is popping off, fireplace mantel was falling off, and the list goes on-and on! They sent a rep to fix the mantel and then the tech was told to stop what he was doing and leave. No follow up from Palm Harbor. So, I called factory service rep today and was told, we're now in the 2-year warranty timeframe and nothing would be done. We've been in the house 10-months.The lack of quality and workmanship coupled with level of Palm Harbor personnel incompetence is truly astounding!

  Business response

  10/11/2023

  The company has addressed all items that were covered under the warranty provided by the company.  

  Homeowner has 1 year structural warranty and a factory peace of mind protection plan starts for years 2-5, limited structural from trim out, which occurred on 10/05/2022.

  This is explained in the ************** and Maintenance Guide provided to homeowner with their new home.

  Customer response

  10/12/2023

  I am rejecting this response because: I still have multiple issues with the home...the home was delivered in Sept'22, but we didn't get access until early Dec'22. Why doesn't the warranty service start at the point in time when we moved in and officially took delivery? I'm still dealing with issues that were covered under the "one-year" warranty.

  PH washed their hands of this....as they've done with a ton of customers!

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased a home from Palm Harbor, with the manufacturing plant as Fleetwood Homes. As we started getting contractors come out and install utilities to the home, we have ran into a multitude of issues that have not been resolved. We have had someone reach out to Fleetwood homes via ****** multiple times on an electrical issue (that has 48 hours to be completed) and have had no response to when a technician would be out. We put the request in Saturday afternoon. It is now Wednesday Afternoon with no word on when anyone would be out. Along with the electrical issue, our home was not properly put together. ALL Cabinets are uneven, and we only have 2 shelves inside?? Drawers only came with one s**** to hold in place?? Closets didn't even have hanging bars inside them?? The flooring... quite honestly a sticker. We were promised vinyl flooring and we received the thinnest sheet of flooring known to mankind. We have 2 dogs, they have to walk on pins and needles because we don't want them messing up our floor. At this point we are living in our destination camper (which by the way, is **** times better in quality in flooring, cabinets, counter tops, faucets, and appliances than the ones they put in these homes.) due to all the issues that we are having with the house. We purchased the home at the beginning of June, and it is now August, I am currently 6 months pregnant and we cant even live in the house we pay for due to the multitude of issues we have with this home. I would love to say that we could comfortably live in there, but half of the house doesnt work, and no one will respond. So hopefully this helps.

  Business response

  08/15/2023

  *************** Manager has been in contact with customer over scheduling and completing these requested repairs. Factory Tech is currently scheduled to go out to the home this week.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our manufactured home from Palm Harbor Odessa in March of 2023 under a home/land package (we found the land & then Palm Harbor wrapped it all into one loan). Palm Harbor is responsible for the improvements to the land (septic, water well, electrical pole). Palm Harbor placed our home on the land 2 or 3 days after close with out making sure the land was ready to go first. Turns out the plat was not complete & we could not get a 911 address without final plat. Without the 911 address Palm Harbor is unable to start on our improvements , and because the home was put on our land the mortgage was set to start 45 days after the house was placed (they put the house on the land too soon/did not ask the proper questions before just putting our house out there). In mid May we were finally able to get a ***************************************************************************** because the utilities have not been completed. Palm Harbor is unable to fulfill their duties of adding improvements but expects us to make a mortgage payment on a home we cant live in due to their neglegence. We have yet to do any walk throughs, Palm Harbor has to insure the home (because we haven't taken possession yet) ****** have a while before we can receive the gold keys because the house is unlivable. We're now on month 3 that the house has just been sitting there vacant & unattended & according to Oncor it may be much longer than this before they can get power out there. So no telling how long our home will be out there vacant, collecting damages, & let's pray there's no vandalism that happens to the home in that time. They did make ***'s mortgage payment , but what about the other months that our home will continue to sit vacant & unlivable because they prematurely placed our home on land that was not ready for them to fulfill their part of adding land improvements AS STATED THEY ARE RESPONSIBLE FOR in our contract. No way we should have to make the mortgage payments because of their ********************* All we are asking is that they do the right thing & make the payments for our home because we cannot live in the home until they finish all the utilities. When we have addressed the issue we are pretty much blown off & told it's not their problem.

  Business response

  06/28/2023

  PHV was not a party to the Land Contract between the Customer and the Land Seller. A realtor handled this transaction.

  Apparently, according to the customer, the realtor failed to disclose that the land was not properly platted at the time of the sale. PHV was unaware of this platting problem.

  PHV has fulfilled its obligation to deliver the home and has been paid by the customers lender for the home only, not any improvements.

  We are told that the electrical service, a separate issue, may not be installed or available for a few months. PHV is not responsible for providing the electrical service under the contract.

  We would recommend that the customer investigate the ethical issues related to the land sale by contacting the appropriate state regulatory agency.

  PHV stands ready, willing and able to assist in any way possible, with the resolution of this situation
  

  
  

  Customer response

  06/28/2023

  I am rejecting this response because:  At the end of the day had Palm Harbor not put the home out there so early all of this could have been avaoided.

  Palm Harbor is responsible for insuring the home right now until we take ownership because we physically cannot live in the home , that alone says the home is their responsibility until we can actually move in. We haven't done any final walk through no gold keys the water well / septic is still not complete nothing is done. So why would we pay for a home we have 0 ownership of & literally cannot live in or insure due to Palm Harbor dropping the ball.

  Palm Harbor Homes should be more educated on the land that they are placing the home on to prevent situations like this instead of just putting an almost $200,000 home anywhere. 

  Palm Harbor is responsible for the improvements of the land. They hire the contractor to come out & complete them so contractually it is their responsibility to make sure this gets completed (this is on the Palm Harbor contract). And the lender included this in our loan amount & on the closing documents, they did get the funds for the improvements that is why they hire the contractor to do them. *** talked to the contractor that Palm Harbor hired to do the improvements. I have attached text msgs between myself & Palm Harbor discussing the improvements that they are responsible for. If it wasn't their responsibility why would they bother talking to me about them? 

  They are not responsiblefpor Oncor set up BUT they cannot complete any improvements until Oncor is done because the inspection of home/improvements cannot be completed until there is power to the home.

  This all could have been avoided had Palm Harbor not prematurely placed the home on land that was not at all ready (they were aware of the plat not being ready because i told ***** several times that it wasnt maybe she didn't  know what that meant but as a home seller you should be more educated in your field of work I didnt know what it meant either but I  dont sell homes, yall do & as a customer i rely on yall to ask the right questions & know what means what & ypu dropped the ball). And if you werent sure what that meant then these are questions & details that should have been asked / worked out before the house was ever placed on the land. Palm Harbor was in a hurry to get paid so they rushed & they dropped the ball on getting all the proper details & now contractually they are unable to fulfill what needs to be completed before we sign off on any further paperwork. 

   

  Maybe this has never been a problem for them in the past , but this time their ******* & skipping over important details & not communicating has caused a huge mess for us (the customers) & them quite frankly. Instead of taking accountability & accepting they dropped the ball & didn't get all the details like they should have they are trying to place blame on any & everyone they can. Just take responsibilty & make the mortgage payments until we can take ownership of the home is all we're asking. We would love nothing more than to be in our new home but we literally can't live in it right now because it is not liveable, hasn't even been fully inspected & its been sitting there vacant since March 2023 its now almost July 2023.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/20/2023 my husband and I visited Palm Harbor in **************** to look into possible land/home packages for the end of this year/next year. After looking at some homes we were told that they would have to do a soft inquiry in office and share that with four banks to have a better idea of what we could afford and our options. We were reassured multiple times throughout the process that the soft inquiry report would be shared with the four banks and that no hard inquiries would be pulled and our credit would not be affected. We went ahead and started the application process so that we could learn more about the packages as discussed and told we would hear from the banks and land experts shortly. On 5/23/2023 we were then caught off guard to an alert from a hard inquiry pull and 20+ calls from brokers trying to get us rates. Not only are we getting the calls but they are going after our roommate too. We tried reaching back out to ******** and were told that she never said it would not be a hard inquiry and that the calls had nothing to do with them. Fast forward to now 6/7/2023 and the 20+ calls a day has only continued with no end in sight. We tried contacting the ** for assistance and were basically told by him that it wasn't their problem, that we just misunderstood and that the calls were just a result of us thinking about a home similar to how ads populate on a phone before he blocked us. They had misled us that day and shotgunned our credit info, and now will not respond to give us any resolution or assistance in getting the calls they caused to stop. The situation is very frustrating and I just hope that filing this complaint might help prevent others in the future from being falsely led into their information being shotgunned out. Also for reference, we have made a list of all the numbers that have called us since then and it is well over 150 at this point between just my husband and I. Thank you for your time and assistance.

  Business response

  06/13/2023

  Customer signed off on a Credit Report Request. Anytime a consumer is interested in obtaining a loan it is a hard inquiry.

  Considering that this signed document has private information included, I would be more than happy to mail it to the consumer, as opposed to uploading it with this response.

  Customer understood that banks and land experts would be in contact. If this contact is no longer needed or desired, Customer may reach out to the ************* to file a dispute against any inquiries.

  Customer response

  06/13/2023

  I am rejecting this response because:   The credit report request was only signed under the impression that the banks were only going to be using the soft inquiry report that was pulled in office. This was due to ******** continuously confirming that it was not a hard pull and would not be impacting our credit in any way throughout the entire process that day. We were led to believe that the hard inquiry was not going to even be brought up until we selected a potential land and home, since we would need that prior to getting approval for a loan.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My manufactured home has been placed in my lot since February and I do not have running electricity around the home. I do not have a running working refrigerator because of the electrical outlets being out where the refrigerator was placed. The workers left beer cans around and inside my property I have made several attempts to reach the palm harbor home and express to them the repairs that need to be completed and keep getting the run around. I have been paying for a mortgage on a home that is not complete and have been since march. The staff at palm harbor are very rude, do not emphasize and just allow people to be burdened and deal with something that not even an apartment owner would allow.

  Business response

  06/14/2023

  Electrician was sent to the home. These issues were resolved.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home was bought in 12/2021 and they refused to do any repairs on the new home for over 6 months. They finally came out one time but the toilets still run. The stripping on the front door came off because it is not level and got caught. They glued the main vent shut in the kitchen because it was rattling, you need this for smoke. The lag bolts are so loud my wife made a video where you can hear it. My wife weighs 96 lbs. This is a double with wind zone 2 supposedly. Our bar color didnt match the whole home, electrical socket covers come out, doors dont stay shut, it shakes when cars drive by, and they never answer our calls or emails. Photos wont upload for some reason on my iPhone but Im MORE THAN HAPPY to send them.

  Business response

  05/26/2023

  The Factory is working with the homeowner to resolve the described issues.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/10/2017 I gave a down payment of $500 to palm harbor in mesquite to purchase a mobile home. My salesman was ********************************* and the general manager was named ********. I picked out the home I wanted and got approved. Did all of the financing side of things and working on the deed. During that time frame ******* had left palm harbor and I was given a new salesman, I went in and picked flooring and colors and ordered the home. In the amount of 6 weeks that salesman had also left palm harbor so then my salesman became the ** ********* Within short amount of time he had transferred to **************** palm harbor. A new salesperson came in and sold my home after it was brought from **** ** from being built. This company has still refused to give me my money back and coming up with excuses and reasons that are not true. Its a shame a company can steal $500 from you. Corporate office told me the 500 paid for appraisal for finance company, the finance company looked the file number up and said no appraisal was ordered. Then once I stated that to palm harbor they said the 500 was for me backing out of the deal. I never backed out! My home was sold because the new salesman didnt know that was my home!

  Business response

  05/08/2023

  ************** was approved for a loan, the home was ordered and ready for delivery.  ************** was not able to fulfill the title obligations required by the lender to place the home on the property.  In the contract the customer agreed to use his ******* money deposit for any services required, this can include appraisals, surveys, permits and site inspections.  ************** is not entitled to a deposit refund.

  Customer response

  05/08/2023

  I am rejecting this response because: the information provided is incorrect. No site survey was ordered, no appraisal ordered, nothing was justified in scamming money. ******************** the credit manager with ************* spoke to me on the phone a week ago and informed me that no appraisal was ordered, no site survey no nothing. He said he would gladly speak to the BBB representative about this issue and assure the BBB that no orders were given. Palm harbor cannot account for where the money went. On top of everything the person who responded from palm harbor to the BBB states the title paperwork was not done? The employee *********************************** from North ********************** quit in the middle of the deal and thats why the title work was not completed. 

  Customer response

  05/08/2023

  Also can you please ask Mrs. ****** to provide a receipt for the services that supposedly were done? And provide the companys information that completed the services in question? 

  Business response

  05/09/2023

  Based on the attached customers contract records; The customer was approved for a loan, specially ordered a home through their retailer, signed off on the floor plan, and then the home was built. The customer was unable to take delivery. All requirements were met for retaining these funds, as described in the ******* money deposit receipt (#*****); therefore, the customer is not entitled to a refund of their deposit.

  Customer response

  05/09/2023

  I am rejecting this response because:   ************ cant make its mind up, first saying I couldnt fulfill title obligations to now everything was fully approved the home was not closed in 180 days as it specifies in the contract and palm harbor didnt occur any charges to keep the $500 palm harbor has yet to provide any proof of the funds. If the approval was approved that money was to be either returned or sent to ************* as the down payment and neither was done. Apparently its difficult for palm harbor to make their case for stealing money 

  Customer response

  05/12/2023

  Also in the contract Section B (additional down payment) it states your deposit is 100% refundable (**** days) prior to your signing the 5% close documents. Once the 5% close documents are executed your authorize PHH to use this deposit for expenses incurred on your contract, even if your credit application is denied. That is word for word on the down payment from the contract. I never signed closing documents, palm harbor has been unable to come up with any expense occurring before closing. Palm harbor refuses to give money back that they have basically stolen. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2022 we purchased a $250k home from palm harbor in ********* *****. The sales center consistently lied in order to get more time and close a deal. Well after it was closed the home was finally delivered 7 months later when we were promised 3. Anyway, we were told to call the lender when it was delivered and approve the home. Turns out that the info was wrong and we ended up paying for a home that we couldn't even live in while they did the trim out. Again we were lied to and told if anything was wrong make a list, turn it in within 90 days and they would take care of it at finish out. Well we did and ***** the manager at the plant told us that wasn't even a thing they do. Our list was so extensive that he asked if they even trimmed out our home. Our trim out guy lied and said he replaced 21 pieces of trim and was paid for it but never did it. ***** sent out ***** to check to see if it was done. ***** came out the day before Christmas Eve and made notes of everything that was wrong. We have cracks in our ceiling that were "repaired" at trim out but came back, all the trim that was supposedly replaced needs to actually be done, the back door is completely framed in wrong with globs of sealant around it, and there are many other details that need to be fixed. We have been given the run around for a year with these people. I contacted ***** 2 months after ***** came out asking about the work and he said the tech would call us soon to "schedule us" it's now been another month and no scheduled repairs. I'd like the repairs to be completed in a timely manner and done correctly. It's unacceptable that it's taken this long. I have every email and paperwork with the lies and push off and I will take more action if necessary.

  Business response

  04/06/2023

  Palm Harbor does not guarantee any delivery, set-up, or move-in dates. 

  Palm Harbors Move-in Policy states that a buyer cannot occupy the home until the Factory Trim out is completed.

   Buyer was informed of when the first payment was due, and that the responsibility for making that payment was the buyers alone.

   Any and all cosmetic defects were signed off on, after Trim out. 

  Warranty service has been coordinated by the factory, and is awaiting to be scheduled. 
  

  
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The trailer was delivered a week late and during the delivery we were lied to about the trailer having a major blow out, it messed up the structural integrity of the frame of the home pushing it out the back some and bending supports, the manager of the local office sent someone out to fix but they did not fix any structural supports and did a poor job fixing holes. The plumbing bangs in the walls, I've counted probably 30 cracks all over the house in walls and ceilings. Wiring was wired incorrect for ac and the ac team has to rewire. The home basically never went through quality control. Tiles installed wrong, grout missing, chalking missing all over the home. Doors installed improperly and door handles loose. Told it would be 3 weeks for trim out to come once house set it's been 3 weeks. We keep getting the run around and not a single rep from palm harbor has come out. We were told we could move in which we did partially not completely. The trim out team is giving us a lot of grief and *********************** is very combative with his responses when we get them. The communication is absolutely nonexistent and you have to basically beg for things to get done. So far nothing has been done except the 3 pieces of plywood over holes. The venting from the dryer was nonexistent. You can't get anyone from customer service to return calls. The salesman basically lied to us from the beginning when we explained our time line he said it could be met to which it wasn't and still isn't. The manager of the local store lies to the main palm harbor reps and the closing recording is a joke because she kept stopping it to answer certain questions we had. We were never explained all the options we could have had and the ones I choose were wrong when house arrived. We've asked to be contacted several times but no phone calls. Except for one and since then crickets. After they take your money I guess you mean nothing to them anymore. I'm tired of fighting this. Photos of frame I don't have with me. Again Zero reps for palm harbor have been out.

  Business response

  01/27/2023

  Palm Harbor does not guarantee a delivery & or setup date, due to many unforeseen circumstances beyond our control. On 11/29/22 Palm Harbor Homes provided an estimated completion date of 1/31/2023 with the buyer's signature on a document acknowledging this. Because it is an estimate, there may be a difference between the estimate and the actual completion date. However, a review of the timeline as acknowledged shows that the estimate should be fairly close to the actual completion date in this case.
  
  Now that the home is delivered and set, the factory that built the home will send a factory technician out to the home to compete the trim out and conduct a final walk-through with the customer.
  
  The factory service department has reached to the homeowner and is working on completing a "Factory Trim Out" and then to schedule a final walk-through. The factory will finish out the home to meet display model home quality standards. This factory trim out will include inspecting the quality of setup, and making any needed repairs, including any that many have resulted from a transport issue. Items such as stress cracks, grout, caulking, door adjustments, and final touch *** are customary "Factory Trim Out" services.
  
  All repairs are warranted to meet or exceed HUD requirements.

  Customer response

  01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no signature of the January 31 date mentioned I've gone through all our paperwork, we understand what trim out is and what happens, but as stated this trailer sits on a frame that was damaged and the structural support damaged. There are banging pipes in the walls that should have been caught and repairs done on walls in your location that shouldn't have ever passed any inspections before leaving your location. You should guarantee your product and should guarantee a satisfactory delivery since it's set up by your team aren't y'all all the same company in the end?? Being told about a major blow out 2 weeks later is bad. communication on your teams end. When said rep does show up he will be shown, but making your customer wait weeks and weeks is terrible customer service and no way to build a relationship with your customer. Hire more people if you need to but do not put that on the customer that's a failure on palm *********************** end when other companies have local people who can come do trim out in a more timely manner. We pay a lot for these homes now and the service should be adequate.

  Business response

  02/08/2023

  The buyer has completed walk through, signed off on the home, and has the keys.
  
  The retailer and manufacturer are working with the customer for any small unresolved issues but the customer has taken possesion of the home at this time.

  Customer response

  02/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The home is not complete as there is structural frame damage that has not been repaired. The venting on the dryer is incorrect. We did not complete all paperwork to be signed because we feel the work is not complete just the cosmetic issues. The dryer venting was done incorrectly. We have yet to hear back from dealership or palm harbor on how this is going to be revolved. The communication with this company is atrocious.

  Business response

  02/23/2023

  Repairs to the ****** home are scheduled for the week of February 27th.

  Customer response

  01/24/2024

  Hello, this is our second time to complain about this Palm Harbor since we purchased our home. We have been trying to get them to come repair manufacture defects in all the cabinets. I have spoken with the cabinet manufacture, and they are aware of the delamination and discoloration that has happened with all cabinets in the home, but state Palm Harbor has to resolve this. No cleaning products or chemicals have been on them to cause any harm. They sent a man out midyear last year to look and we have yet to hear back. No repairs have been made they were supposed to replace cabinet doors, but the problem is not just the cabinet doors they are discolored and peeling all over. These are shaker cabinets are made for sale at Lowes home improvement stores. I have contacted the company in various ways from calls to emails repeatedly asking for corrective action. We do not receive call backs; we do not receive any emails back and we have emailed ******************* and *************************** many times and they just ignore the requests. It's been almost a year now since we initially reported the issues. We are requesting at this point since it's taken so long, and more issues are happening that all cabinets be replaced with better quality cabinets. These are poor craftmanship cabinets (we were told they were the best on the market by the salesman, lies) it's just devastating when you spend so much money on a home and it's just falling apart, and you just can't seem to get anyone to help. We've even tried the store location we bought from and hear nothing back. Pictures can be provided and have been provided to Palm Harbor. If you could please help us. Thank you!

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I entered into a contract with Palm Harbor Homes on 11/20/2022 and wired a $5,000 deposit for a modular home in Florida. We were repeatedly told the company could make this work with the closing date of our property, however they refused to provide the paperwork or information to our lender. After several calls (one in which their staff ended up hanging up on our lender) and several weeks of wasted time, Palm Harbor has decided to back out of our contract. We are now being told it will take up to 2 weeks for them to mail back our deposit (we had to wire those funds directly to their account). Do not work with this company- they are dishonest. I mentioned to their sales manager we would be filing a complaint with the BBB, he told us to go ahead. Now I see why, every review on here is terrible so they clearly do not value customer service.

  Business response

  03/21/2023

  Business Response /* (1000, 7, 2023/01/04) */ The check was mailed out to them week of 12/19 ...check dated 12/15/22 check #********. She should have received her refund. Consumer Response /* (2000, 9, 2023/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩