ComplaintsforPalm Harbor Homes

• 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.)

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought purchased the mobile home from them . It's cost XXXXXX . We have so much problems and issue with how they put the house together and we did 4 walk through with them . They didn't fix all the problems we asking . The house on the property for 3 months . We try to go to the office we purchased the home in round rock complaining the general manager said their is nothing they can do to help. I have to contact the factory . They try to convince us that we still have warranty for the home and some issues they will come to fix it later . I got the key just 20 days haven't moving completely and their is alots of cracking on the ceiling and the wall . Try to contact they said they won't come back to fix it . And they try to blame it on the base pad that the contractor . Which is the contractor that we got recommendation from them and the base pad were palm harbor paid for including with the house purchased. That is not fair to us . We have to work so hard to save XXXXXX to pay them . Now the house not even done completely and the wall cracking really bad . Also their factory manager try to fight with us . Bad service. Their company doesn't care about customer and how their house look . All they want is your money . Everyone go to spend your money some where else worth it. Don't get into the situation I have right now . You lost your money for the really bad house and XXXXX stars service which they called themselves is luxury mobile home

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/11/14) */ I am not locating this customer. Please request the home serial number and/or the location where they purchased the home. Sheetrock cracks are not covered under any warranty as explained in the paperwork they signed at closing. We have also emailed the customer to request this information.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Palm Harbor River's Edge to be placed on our land out in ocean shores. They stated we have a one year warranty, and when we presented a couple issues they keep blaming the set up guy and that just isn't the case. They keep not responding and shirking responsibility in order to let the warranty run itself out. We simply want the issues rectified under the promised warranty. Contrary to what people think these homes are NOT cheap they are quite expensive and poorly constructed.

  Business response

  03/21/2023

  Business Response /* (1000, 9, 2022/12/28) */ The factory is trying to confirm a date with the contractor to do an inspection and to determine what is the responsibility of the factory or the dealers set up and finish out contractors responsibility. The factory will reach out to the customer to inform them of the status.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2010. We purchased the house in 2010 and because we live in a very wet state in the United States. We asked for an upgraded roof to handle high winds. We noticed our roof sagging in the master bedroom bathroom and we contacted palm harbor and was told to call the company that manufactured the roofing. Well no help there the more I called the less my phone calls were answers my insurance company said the roofing was poor quality and the whole roof needed replaced they didn't even properly put flashing or sealant around the vents on the roof. Now my bathroom ceiling has fallen in and water coming out of the fire alarms and other bathroom ceilings sagging. Our lights flicker and fire alarms go off randomly

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/10/26) */ Palm Harbor Homes filed for Chapter 11 bankruptcy protection in November 2010 and was eventually purchased by Cavco Industries, Inc. On April 23, 2011, Cavco Industries, Inc., through a newly formed subsidiary, Palm Harbor Homes, Inc., a Delaware corporation, acquired substantially all of the assets of Palm Harbor Homes, Inc., a Florida corporation ("PHH Florida") in a Section 363 bankruptcy purchase. Pursuant to the Sales Order entered by the U.S. Bankruptcy Court for the District of Delaware on March 4, 2011, Cavco and its subsidiaries have no liability for homes manufactured by, or claims against, PHH Florida. We will not be addressing his claim. Consumer Response /* (3000, 7, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) East way out! Business Response /* (4000, 9, 2022/10/28) */ The home is 12 years old. The factory provided a 1 year warranty on the roof against leaks and a 2-5 year protection plan on the roof decking and trusses. All of this has expired regardless of the bankruptcy. Caulking around the vent caps is a routine maintenance item as mentioned in the Care and Maintenance guide to do twice a year. Fire Alarms are warrantied for one year if they randomly go off they are probably in need of replacement. I am not sure if the electricity but they may check with their power company. I am sorry that this may not be the answer they are looking for but our company did not manufacture or sell this home back in 2010.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Palm Harbor home back in 2019. The workmanship is poor, they have not replied to e-mails and have not repaired deficiencies. I've sent numerous e-mails and tried to contact them by phone, I get no replies. I have a 12 year warranty but they don't seem to care. The Paint on the out side of the house is peeling and chipping off. The wood around the front door is rotting due to rain water leaking in from bad seal. I paid a lot of money for this home and would like to get these problems resolved.

  Business response

  01/27/2023

  Business Response /* (1000, 7, 2022/11/02) */ The customer does have a 3rd party structural warranty from Manufacturers Home Warranty Corporation but this is not a Palm Harbor factory warranty. We do have an open work order for the trim around the door. The paint peeling is not a covered item and would be considered homeowner maintenance. At this time we do not have a scheduled date for the repair of the one service item but we will make sure that the customer is contacted prior to scheduling. Consumer Response /* (3000, 9, 2022/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This home is less than 4 yrs. old. The paint that was used is subpar. Why is the paint a maintenance issue for me. I was also told that there is a 12 yr. warranty did not know it wasn't through Palm Harbor. I feel I was misled through the whole process when buying this home and there are more problems with the home. I had problems with the floor, one guy came out pulled up all the tile in the kitchen and hallway and used a grinder on the wood floor. Now the floor looks like it has cellulite. This is so unacceptable and I am not happy. These problems need to be addressed and repaired asap. It's been 3 yrs. since they delivered the home and yet I still have issues that haven't been addressed. Business Response /* (4000, 11, 2022/11/07) */ The factory warranty as disclosed in his paperwork is for one year. The factory provides a 2-5 year protection plan on specific items with a deductible per service item and occurrence. Paint is not one of these items. It is not a lifetime item and will need maintenance from time to time. I will have the factory rep provide the warranty information to this customer when they perform the warranty service on the door that is still scheduled. Palm Harbor did not manufacture the paint. He would be able to file a claim through the paint supplier to see if the paint is defective. The factory has an open work order on the one item that is covered. The 12 Year Limited Structural Warranty was provided by the retailer and is issued by Manufacturers Home Warranty Corporation. I am sorry that the retailer did not explain this properly. He can reach out to them.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I are in the process of purchasing a home from the Burleson, Tx location. The staff is very unprofessional with what they are doing, we ask questions and nothing is answered for DAYS! We're expected to sign documents that's aren't correct and the ladies we've spoke to so far have been very unprofessional with how they speak. BUT to top it off Sherry sent a text where she was being unprofessional in a group text with my mother and I, she was talking about my mother in this text. All emails have gone unanswered. I have bugged this office DAILY to get some answers because we have gotten no where with them and it's been about 2 months since we started this process only to be ignored and talked about in a group text with us in it. We need a home however this office is of NO help and the staff including the GM are all not helping or giving silent treatment. I'm 100% sure this is not how you run a business.

  Business response

  12/08/2022

  Business Response /* (1000, 7, 2022/10/06) */ Unfortunately we will not be able to move forward with the purchase of her home. We have requested our Corporate office in AZ process the deposit refund. This takes approximately 15 days.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Myself, along with a friend and my brother, visited Palm Harbor in Killeen, TX on 2 separate occasions. We viewed different models and were originally impressed. That was the end of that "good" relationship. I paid cash for the house that I had chosen and have had nothing but problems since. Upon the setting of my house, the marriage line between the two sides of my double wide did not match. Despite multiple phone calls to both Rebecca C****, in Killeen, and Debbie N******, in Waco, it took over a month and multiple bouts of rain before someone finally came out to fix it. Multiple excuses were made as to why issues could not be resolved, beginning with "the workers need air conditioning in order to work on the inside of the house", to "that's normal because the two sides are not built side by side and it is impossible to measure them accurately", and "it will be at least two weeks or more before we can get someone, and they will contact you", etc. In their brochure, it clearly states..."our promise is customer satisfaction, with no excuses." Lies...I have received nothing but excuses from both of these ladies. After multiple phone calls to Debbie N******, she stated that the "form" had been sent to the contractor on Aug 11. I received a phone call from said contractor around the beginning of September and he stated that he had just gotten the paperwork from Debbie. This is completely unacceptable. I have made multiple requests to have structural issues repaired and interior cabinets, trim, walls, etc. replaced or repaired, all have been met with excuses. I have now been told my Rebecca C**** that she is no longer my contact and refuses to handle anything else. Likewise, I cannot reach the contractor to come out and reset my house and now have doors that swing closed and other doors that won't latch. Unfortunately, this space is too small for the multitude of issues that I have.

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/09/20) */ This customer purchased a home that is built and serviced by Fleetwood in Waco. Once the home is delivered and set, with water, electric and septic the factory will schedule the one time finish out and any future repairs. Please re-assign this complaint to the Fleetwood factory in Waco. Palm Harbor would no longer be the contact once the home is placed on the property. We would not be able to provide her with a refund on her purchase.

*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. ↩