ComplaintsforPalm Harbor Homes

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Somerset home from Palm Harbor in the amount of $181k on 6/20/2022 and was delivered on 7/13/22. Promise of the factory trim out being complete at walk through has not been fulfilled as of 9/15/2022. Gold key Care walk through was also not done in compliance of Palm Harbor contract of requiring utilities to be connected. Under the factory trim out contract states any potential items that remain as needing service attention must be notated on the HIF. All cosmetic and structural finishes will be completed to model center standards, which it has not. There has been a period of over two months since walk through and there are major structural issues including severe bowing and noise in the floor when walked on, plywood from the foundation of the home that is under the tile is lifting up through the tile throughout the home. I have not recieved one call back or direct email from Josh Scott the service manager at the headquarters in Austin since the FTO and gold key were done. Erick Cervantes the salesman, Rosemary Salazar at the dealership back office were also made aware of the issues since day one of set up but have dismissed me and the issue to being a manufacture related issue. Erick Cervantes also made promises that were not kept and uses false promises to bait customers into buying homes. I directly asked him if the base foundation floor was common to lift and he stated it would be fixed prior to delivery. $17k of contracted work has not been done correctly including base pad and leveling and clearing for water diversion and needs to be fixed or refunded. The factory trim out needs to be completed as promised and structural issues need to be repaired immediately. The base pad was installed first and was not surveyed properly before being constructed. It was placed over an existing septic. the base pad and partial clearing of the land for water diversion was improperly done first, when the electricians came out to connect the power the base pad was

  Business response

  01/31/2023

  Business Response /* (1000, 9, 2022/10/18) */ The retailer and manufacturing facility are working to address this customer's concerns. Consumer Response /* (3000, 16, 2022/11/09) */ There has been no resolution to my claims by the company Palm Harbor Village. They continue to dismiss my claims and I have filled arbitration against Palm Harbor Village and Palm Harbor. The home is still in disrepair over 3 months later. Business Response /* (4000, 18, 2022/11/14) */ Typically once a customer files for Arbitration they wait for the inspections and final review before work will be completed. Since the customer has filed I am not able to respond to the complaints until I have further direction from our legal department.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2021 Tradewinds modular home from Palm Harbor Village in Plant City Fl. When the home was brought to our property the back door was not hung correctly by the company and a tropical storm caused a lot of rain damage under the flooring. PH sent a man out to fix the problem and he dried the plywood with a fan instead of replacing the wet wood per my request. He then placed the vinyl back on top and rehung the back door. Since then the floor has become extremely soft and I have been calling Palm Harbor since February 2022 speaking with Matthew ******** who has done nothing but given me the go around and not making me a priority because I am a female. It is now September 13, 2022 and I left him a message that's has not gotten a response on September 9th, 2022. I have proof of pictures, emails, and call logs of everything. The floor is so soft that the vinyl has separated because it's goes down so far when you walk across it. Also, a pipe broke under my master bathroom sink that caused water damage to the cabinet and Matt ******** was suppose to have a new cabinet made and installed. There's also settlement cracks above the doors that are still covered under warranty that need to be fixed and I need a new vanity in the laundry room due to water damage. We have dealt with nothing but issues with this company and I would not recommend using Palm Harbor Village to anyone! Please help me to get my home repaired and these issues resolved.

  Business response

  11/21/2022

  Business Response /* (1000, 7, 2022/09/30) */ The factory should be reaching out to the customer to schedule repairs per the email I received on Sept. 15. I am not able to reach them due to the current conditions in the Tampa area but will follow up next week to confirm completion.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a home from Palm Harbor and it was delivered July 19th. We were told 2 weeks and the interior would be done. We are now nearly 2 months later and it still is not done. We have been told NUMEROUS times it would be done by X date and it wasn't. Always with an excuse. We finally get keys and get into the home. It is a disaster, and not much has been accomplished, plus the contractor had been drinking in our home and left beer cans all over the home. We emailed documentation and was told we are being dramatic by the Randy who is apparently over the construction side. Apparently expecting to not be lied to is dramatic. I will say up to this point, the sales department was great. Now we just can't accomplish anything and the construction people are truly unprofessional and rude. Why lie to a customer and tell them 6 different times they home will be done by 6 different dates to never actually have the home done at all?!? I have documentation of everything including the numerous times I have tried to call randy and Keith with no response....

  Business response

  11/17/2022

  Business Response /* (1000, 7, 2022/09/27) */ The interior trim out is complete and signed off by the customer on Sept. 15th.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/27/2022 we purchased a new manufactured home from Palm Harbor Homes, Corinth TX. We paid 118,000.00 with a cashiers check. During closing we were asked to sign several documents that vacated our ability to file Law Suite for breech of contract. Since signing the closing paperwork, the home was delivered. The front door is so un-square it will not shut and lock. Our windows had been left open and down pour cam and we had water in our new home. We have tried to make contact with the person that is the lead for our home but she is out. I have been told the A/C would be installed but they need a line. You can have A/C h/pressure and l/pressure hoses made in DFW at several locations. At closing we asked several times, will it be ready by 9/19/2022. We were reassured that it would be ready. I had to call myself to get the skirting finished. They have zero idea when the trim contractor will be there. They have zero idea of when the A/C will be installed. Palm Harbor is great at taking money and talking a lot.

  Business response

  11/10/2022

  Business Response /* (1000, 7, 2022/09/22) */ Mr. ******* have moved into his home and we understand everything is complete.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The air conditioning unit has never functioned properly since we moved into the house. Within the first week we had an a/c tech sent out and he came out 4 times by the time it got cold out and they could no longer do anything until the spring when the weather got warm. They came out 3 times after it got warm. The a/c was at least functioning but not working properly. Now it's over 80 degrees in the house while it's 98 outside. When we call they tell us that although we bought the house the last of Sept the warranty is only until July 2022, one year from INSTALLATION, not one year from when we bought the house. But since this has been an ongoing problem for the full time we have lived here.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/08/18) */ Palm Harbor does not manufacture or provide the warranty on the A/C. The A/C company provides this. The customer also has an Extended Service contract that provides coverage with a deductible for each loss from 07/21/2021 to 07/21/2026. The retailer will reach out to them and provide the information on this. Consumer Response /* (3000, 7, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Every time we have the a/c repair service come out we are told they have to submit an email to Palm Harbor to get approval for repairs, they have to go by Palm Harbor to pick up the parts to do any approved repairs. We bought the house from Palm Harbor, it was sold as a new home, and yet the a/c unit they had installed was discontinued in 2017 and even the manufacturer of the a/c unit states the only way to get parts are if you can find the parts online as they discontinued those units 5 years ago. Business Response /* (4000, 11, 2022/09/12) */ I am sorry that she is dissatisfied with the reply. Palm Harbor would not be responsible for authorizing repairs since Palm Harbor did not install the unit. The A/C company provides the warranty and the ESC company maintains this after year 1. The ESC company is a 3rd party and they do require approvals. Maybe this issue is with them. We do not own or operate Assurant. Consumer Response /* (4200, 13, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) See attached email from Palm Harbor where Palm Harbor states they have to get approval to pay for the repairs

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our brand new mobile home in late January 2021 and submitted our warranty requests in late February 2022. Shortly thereafter Ian B**** contacted us to go over our warranty requests. We then heard nothing for about a month and when we eventually did make contact we were told that due to the weather there would be a delay. Palm Harbor sent a contractor out in May to do the work, though they rejected most of our requests saying they were the homebuilders responsibility, as the mobile home is connected to a foundation, fair enough. Their contractor was here for only a few hours over the course of a few days. He completed a few small fixes, leaving the bigger requests unfinished due to parts having to be ordered or time constraints leaving multiple jobs unfinished. I was told they would return near the end of June 2022, about 1.5 months later. It is now mid August and I've heard nothing from Palm Harbor. The remaining fixes are mostly easy fixes, and since it's warranty related work needs to be finished by Palm Harbor, not my builder. Only half the requests were completed, with some of the requests not even being started yet. Ian B**** has ignored my phone calls, voicemails, emails, and his boss (Mark I believe) has done the same. Palm Harbor doesn't stand by their work and as others have stated ignore lyou when you have concerns about a warranty on a home purchased through them.

  Business response

  10/26/2022

  Business Response /* (1000, 7, 2022/08/30) */ The factory service team has spoken to the customer on 08/23/22 to let them know that it will be mid-September before a crew will be out in his area again. The customer was ok with the schedule. We will follow up once the repairs are addressed.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are in dire need of a reasonable priced home in a reasonable time frame. We were told the home would be delivered and ready to go in 90 days, we wired them the deposit of $5,000 the same day. After about a week we called to follow up because we haven't heard anything since signing the contract and wring them funds. After talking with a different team member, we wanted to confirm the time frame because all the other companies we've spoken to all said 12-15 months lead time. We were told our salesman Alex was having a tough time at home and he was let go of his position and no longer works there. The lead time is actually over a year and he gave us a very very different interpretation on how this process goes. Of course we were frustrated and we understand that things happen but we wanted to cancel our contract because we are in a very time sensitive matter. And to be clear we asked our salesmen Alex multiple times about the lead time and he assured us 90 days over and over again. Regardless we wanted our money back so we can get another home, they gave us the run around that our check had to be mailed from corporate to them and then from them it'll be mailed to us and it'll take 4 weeks. Growing more frustrated because we really needed that money to find another home. 4/21was when we wired the funds and it was the 4/25 we cancelled our contract. I'm writing this review on 6/25, that's 10 weeks and I have yet to see my check! Then after multiple calls we were told the manager was then fired and he was terribly sorry for how we've been So we were told two people we were dealing with were fired.Now this company is ignore all our calls after speaking to corporate we were told that no one was fired. Its come clear they tell customers what they want to hear to get them to sign the contract and get your money and wont honor anything. Here are the names of All The team members ignoring us John L**** Rebecca W**** Nelson W******* Aaron B****** Alexander R******

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/06/27) */ I am sorry for the delay in the customers refund. Our corporate office has been experiencing issues our check processing system. This customer's refund should be at the sales center this week. It was cut on Friday in AZ and sent to the sales center. Becky will reach out to them as soon as it is received to make arrangements with the customer if they would like to pick it up or have it mailed to Them.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 1 1/2 years ago, my wife and I put $80,000.00 down payment for a factory home with the total cost of approximately $217,000.00 . We paid extra for a lot of options, one being a high rated insulation package. After numerous promises, Palm Harbor came through, and our home was delivered in February of 2022. Payment was paid in full, to the sales team at Homes Direct. After the home was set up, an unrelated contractor noticed the under insulation fabric was full and sagging from the weight of the water, from a leak that was not checked during setup. Several bays were at the breaking point full with water. Palm Harbor accepted the mishap, and sent a couple guys out to remove and replace the wet insulation. The workers cut and removed major portions of insulation, which is supposed to be approximately R42. These two fellows, never came back again. Ian Brown called me, the manager/coordinator for Palm Harbor, and explained he could have some one out to do the repair, but only on Easter Sunday. We did not stay home and I have no knowledge of what was or was not done. Communication with Palm Harbor has been a travesty, virtually none. As of 06-04-2022, only a portion has been repaired. I can see the home's sub-floor in some places. The existing insulation is continuing to pour out to the ground in spots. There is one bay that still feels wet, and has not yet been addressed. I feel the need for an outside insulation contractor to give an estimate, which may require a fee, to return my NEW home to the condition that I paid for. I am asking for your help, to resolve this matter. My guess is that it may cost up to $3000.00 to $4000.00 for an outside contractor to come in and do the repair. Photos will be rendered as per request. Thank you for reading my tale of woe, and for any help you may give for resolution. Cordially, ******* D. *** XXXXX Falls City Road Dallas, OR XXXXX XXX XXX XXXX **********@gmail.com cc; Ian Brown

  Business response

  08/03/2022

  Business Response /* (1000, 7, 2022/06/23) */ We received confirmation from the contractor that the work had been completed. We have been waiting for Mr. *** to confirm completion for our reply. At this time we can only go by the information provided by the contractor as complete.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a manufactured home on 3/21/2022 for the amount of $123,689.69 Palm Harbor requested the deed warranty for the land where the home was to be placed so they could verify that it could be placed there. I provided them with the deed warranty. The home was placed on the land and the owner received a cease and desist order because manufactured homes are in violation of the deed restrictions. Palm harbor failed to verify the deed restrictions. They sold the home to me and placed it on the land without doing their due diligence and verifying all deed restriction. At best this is complete negligence on their part as professionals in the sale and placement of manufactured homes. I tried to resolve this with Michael A********, he became rude and defensive and told me not to call him again. Customer number is XXXXX I am requesting that Palm Harbor refund all money and fees. I am further requesting that they remove the home from the property where it is located ASAP.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/04) */ We have reviewed the file and the request for the Warranty Deed would have been only to prove ownership of the land based on the type of financing the customer obtained. I am attaching the document the customer signed explaining that he would be required to verify of there were any deed restrictions before placing the home on his property. The Warranty Deed only shows ownership of the land. We will not be taking any action on this.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a used mobile home from Palm Harbor in Tyler, TX in December 2021. We are having an issue with an abundant amount of water coming in from the back sliding door when it rains and is flooding that side of the house. Palm Harbor will not come see about it and say that since they did not get a report on it from the Texas Housing Authority, they are not required to take care of the repair. We believe there is prior damage to sill pan flashing in the sliding door creating the flooding issue. When the Texas Housing Inspector came to the house, it was not raining so he did not see it first hand. The inspector also talked to us about the various issues that he thought needed to be taken care of, however, we have not seen an official report listing these items. We let Palm Harbor know what they said and we were told they would only respond if they get an official report. Official report or not, our house is flooding due to damage that was already there and is causing a major habitability issue. We would like for them to repair the door.

  Business response

  06/29/2022

  Business Response /* (1000, 7, 2022/05/04) */ Pre-owned homes only have a habitability warranty of 60 days. Door leaks would not be one of the habitability items. She is outside of any habitability warranty and we have not seen and complaint or required repairs from TDHCA. We will not be addressing her concerns. I have attached the warranty document she signed at closing. Consumer Response /* (3000, 9, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not understand why rain water flooding into the home from the door is not a habitability issue. This leak has been present since the home was delivered which was well within the 60 day habitability warranty. Business Response /* (4000, 13, 2022/05/25) */ The Texas Department of Housing and Community Affairs governs what is considered habitability. Please feel free to contact them and file a request for inspection. If they state it falls in the habitability warranty then it will be addressed by the appropriate party.

*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. ↩