ComplaintsforPalm Harbor Homes

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We started the buying process Labor Day weekend 2020, closed on our deal with Palm Harbor of Conroe on 4/15/2021. The Contractor hired by Palm Harbor did a blind estimate. Didn't go out to look at the property. We closed our deal with the bank. A one time FHA close that they agreed to as well. The contractor left out the utility poles and the dirt and rock it would take to complete the job. Now, AFTER we have closed, they are saying that they are out of money and want to get out of the deal. The Contractor that they hired was negligent, so now they are wanting to leave my family and high high and dry without our home/land package that we agreed on. We've given all down payments and the bank has closed on the loan. I spoke with the Regional VP and he said he's trying to back out of the deal. This is not right at all.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/04) */ Palm Harbor Villages, Inc. has competed the clearing of the approximately 1,100 foot easement to the customer's site as required under the purchase contract. Unfortunately, even though the easement is in place and cleared, the terrain is such that moisture and rainfall rise to a level that puts the cleared property into an impassable status and becomes too wet to provide access sufficient for a manufactured home to be delivered to the site. However, the problem with the customer's site involves more than just the site access issue. The contract also requires electrical utilities to be provided to the site by the customer before the home can be delivered and installed. It is our understanding that the necessary electrical easements have not and cannot be obtained. Consumer Response /* (3000, 7, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before the contract was drawn up, Palm Hatbor never went to the property to see what all it would take to have a home set on the land. The driveway was brought up in the beginning and I offered to meet them out before any contract was drawn up. Their own contractor did a blind estimate without looking at the property and underbidded the job. Now they are out of money and want to walk away from the project due to their incompetence. There are also FHA guidelines when there's a driveway to the home and they failed to comply with that in the contract. I am a first time home buyer and trusted that they would have known all the ins and outs of setting up a home, but its evident that I was wrong. They flat out are trying to get out of something that they dropped the ball on. They let the driveway sit for over 3 months with no work performed out there and it gradually deteriorates when it rains because they don't have a contractor that can keep water off of a driveway. Their contractor said himself, AFTER, the contract, that he didn't know how to fix the driveway and asked me if I knew someone that could. I've worked hard in trying to help find someone, but they would send their own contractor back out and waste money every time because they don't know how to make a driveway to FHA standards. As for the electric poles,I asked about the poles BEFORE the contract and was told that poles were included. Now Entergy has given them an amount on the poles and they are pointing the finger back to me because of the sticker shock, and now they don't have enough money to finish the job on a one time close contract. All of this was supposed to be in, before we closed, so now they are trying to back out. Very unprofessional.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from Palm Harbor and when we moved in there were areas of damage that Palm Harbor agreed to correct and upgrades that were not yet completed that they assured us would be completed quickly. It's been a little more than 7 months and we are still fighting with them about the damages and upgrades. It's like pulling teeth to get a response from the factory. I even called corporate and spoke with someone who in turn just put it back on the factory to correct. The lack of respect for their buyers is deplorable. They do not respond to voicemails and the responses to emails is maybe 1 per my 4 emails and we have been very patient and have waited several weeks before sending additional emails, so I am not talking about back to back emails, we wait and we have been very patient. And when they do respond, it's typically just to tell me, they are working on it or this was not on the final spec sheet. The final spec sheet is not what we signed at closing, nor does it cover what we paid for. If someone in their company didn't follow thru and obtain the correct document that is on them not us, we paid for specific items. We have copies of everything we signed and both closings. The house was $240,000 and after upgrades and additional fees from them the purchase price of the house was about $300,000. The upgrades alone were around $30,000. I want my house the way it should be

  Business response

  02/02/2022

  Business Response /* (1000, 7, 2022/01/05) */ We are aware of Ms. ****'s complaint and are working towards providing a response. Material shortages, changes is floorplan options and staffing are causing delays. We will keep the customer and the BBB as updated as we can. Consumer Response /* (3000, 9, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's not accurate they have had 8 months to correct this issue and they are fighting stating that we did not purchase the items we purchased the items we have the contract we've shown them the contract we paid for the upgrades at our closing so no I do not accept their response

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I inquired about a land home package in October of this year. My husband and I decided to go forward with the process. I found a two acre property and choose the double wide we wanted. We signed papers and I wired $6500 for my down payment. The earnest money was due on 11/7/2021. I received a call from my realtor on November 11th asking if I sent the money because the title company has not received payment. I tried to contact my sales rep Brandi Chrisman who was not in the office. I left a message and did not receive a call back. I call back and spoke with the General Manager Michael Matthews and informed him what happened. We lost the land so I requested a refund. He informed me I should receive a refund that following Monday. I am still waiting on my refund two weeks later and every time I call they keep telling me I have to wait. I requested documentation on when I requested the refund and date it was submitted but no one is responding. My realtor and I keep calling trying to get information on the return but they keep sending us to voice-mail and not returning our calls. I am in the process of buying a brick house and since they are not returning my calls and providing me status of my refund, I am about to lose the contract on this new home. I just want my money back so I can move forward with purchasing a new home. The business ethics our this location is horrible and the General Manager should be more helpful. He informed me he will check the status of my refund and call me back but I have yet to hear from him.

  Business response

  02/08/2022

  Business Response /* (1000, 7, 2021/12/17) */ I have been notified that Ms. ******** has received her deposit refund.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchasing a home from palm harbor homes and everything we spoke of and closed on has since changed I am being forced to sacrifice other things in my deal such as water well, side skirting etc to cover the cost of the companies mishaps also was to be in the home by July it is now November and I am 4 house notes in and not living in my home no water no trim out I have exercised all resources with no outcome I have called guest relations I have called the corporate office I have called the general manager the manager refuses to call me back there is little to no communication at all the stories and prices change constantly I am sleeping on a couch with my kids and wife there seems to be no solution I'm am at a loss for what I am to do next from here I do not feel I should be forced to pay out of pocket and sacrifice other areas of my home because an employee or contractor dropped the ball PLEASE HELP!

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/11/09) */ Mr. ****** is aware of why there were cost over-runs due to the size of his lot and the city requirements changed his system. We have text messages agreeing to the funds being moved over to offset the costs of the septic system his lot requires. With his permission I will provide those to you. We will continue to communicate with him until his project is complete. Consumer Response /* (3000, 7, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issues uprising from the "county" could have been prevented if Palm harbor would have done what they said they would do which was send contractors to the property before hand instead of writing estimates blindly I was told by my sales rep that contractors would go to the property to assure that everything was possible come to find out that was not done I know this because I have spoke to every contractor and have been told that no one has ever been out to the property so I even tried to work with palm harbor and every solution leads to more issues I have not been contacted I am told "I will call you by lunch" "I will forward this to ____" "I will have _____ call you back" etc. I always have to call no one reaches out to me so to say I am being contacted that is a loose statement.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our home had floors that were buckling throughout the home when it was installed and was suppose to be fixed. Have communicated thru several emails and had someone sent out in February 2021 to fix them and he took video and reported to company that the job was too big and all floors would need to be replaced and he reported that it would take a couple of months to get supplies in but should be approx the month of April 2021. The floors still have not been replaced and we have lived in this home for over a year now. Moved in July 2020. Just really want this resolved and floors replaced as we were promised. Eric Adams is who we purchased home thru at Waco Palm Harbor location. Also dealt with Marcelo B******** at email ************************* which was responsible for setting up floors being fixed.

  Business response

  01/31/2022

  Business Response /* (1000, 7, 2021/11/29) */ We are trying to schedule with the customer but the tiles needed for the repairs have still not come in. We will schedule as soon as they are available.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 19, 2021 we had rain and water started leaking out of the ceiling by the stove vent. We also had a ceiling leak in one of the bedrooms. I went on top of the roof and saw the roof vents were made of cheap plastic and looked like they were splitting. I assume that is where the rain is coming in. I called Palm Harbor in Victoria, Tx. and told them the problem. The house is only 3 years old. The manager told me that a 3rd party took care of any issues after the first year. I called the 3rd party and they told me that unless there was structural damage to the major parts of the building, they would not repair it. I believe the problem is faulty parts (plastic roof vents) and this is a major problem with Palm Harbor homes after doing research online. I would like the plastic faulty roof vents replaced and my ceiling fixed in the kitchen and bedroom. This problem has occurred twice already.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/10/29) */ I am not able to locate this customer by name and the Victoria, TX location does not know who this customer is either. I have sent an email requesting additional information so we can provide a complete response. I would need the home's serial number to look it up since I am not locating anything by name. Consumer Response /* (3000, 7, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attached two photos that show information that you may need. I sent the information that was requested this morning to the Palm Harbor representative. Business Response /* (4000, 13, 2021/11/01) */ The customer replied with the serial number so we were able to locate his records. This item is only provided with a 1 year warranty. The Care and Maintenance guide does recommend inspecting the roof for damages, caulking voids, high staples and the vent caps. Repair and replace as needed. We will not be addressing or making any repairs to this home. The one year warranty expired in 2019. Consumer Response /* (3000, 20, 2021/11/30) */ I feel that this answer from the company is inadequate because this is a manufacturing flaw and they knew it. The plastic vents on top of my home are very cheaply made and installed. This is not something that I should to pay for or repair the ceiling. I have done everything that the contract wanted in checking the home. This is a manufacturing flaw plain and simple. I feel that I have been honest and understanding of our contract. There are several stated issues about this problem with this company and I feel that should be factored in this outcome. I had no idea that this was a common problem with this company until I started researching this on the internet. All I want is my home to be repaired. The warranty has nothing to do with the answer the company issued because the problem was started when they built my home with defective materials. Business Response /* (4000, 22, 2021/12/02) */ Palm Harbor did not manufacture the vent cap. The vent cap was manufactured by Lomanco. Lomanco has indicated that this product does not have any type of warranty. Palm Harbor did provide a 1 year warranty on the roof against roof leaks. This has now expired. Any repairs to the roof would be considered homeowner maintenance or something he would need to take up with his homeowners insurance. Palm Harbor will take any action on his request. Consumer Response /* (4200, 24, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that it does not matter who made the vent, it is part of the home that I bought. This vent is defective and it isn't 5 years old. This is ridiculous. I cannot believe this company will not replace the vents.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/9/21, I went to Palm Harbor at 13030 Gulf Freeway, Houston, TX 77034 & talked to a sale rep, Michael S******** (832-732-5352). I picked the model listed for $69,900. Michael said to secure the home, I need to put down 5% & it's guaranteed to be delivered by early November. I asked him several times if it'll be delivered in time and he said it is already built but located at different place. He said with a down payment, it won't be a problem getting it delivered. I even asked him several times about the refund policy and he assured that I'll get a refund anytime before closing date. I left the office with a very good impression of him and the business because this is the 1st time I purchased a mobile home and he & the company made it so much easier for me. Later, he said the house won't be delivered until the beginning of December. I have my application approved for a lot which will be ready by November. Now I have a lot but no house so I asked Michael for a refund on 10/15/21 which is less than a week after signing. He said he has to talk to the manager & get back to me but he never has. I called, texted & left messages but no response. I finally talked to the manager Jamie B**** (281-223-2231) on 10/21/21 & he refuses to give me back my deposit even though they broke their promise. He claimed it doesn't mention the due date in the contract. Basically he doesn't care about what Michael had said to me. He only looks at the paperwork. I trusted the company with their words since the corporation has been around for years. The refund policy states I can get my deposit back within 15 days if the house is in stock (as stated in the contract). Jamie said he'll talk to the corporation & get back to me on 10/23/21. However, 23rd will be the 14 days after I signed the contract. I think he tries to drag this out so the company doesn't pay me back. It is very unprofessional of how they operate. I really need BBB help to get the refund back. Thank you so much!

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/10/22) */ Contact Name and Title: Donna W*****, Retail Ops Contact Phone: 972-763-5060 Contact Email: *******@palmharbor.com The state of Texas requires us to refund a customers deposit if no services were rendered. Our process does take approximately 14 days from the date of the request. I explained this to Mr. ****** over email. We are not allowed to retain his funds. Checks are cut from our parent company in AZ and the location should have his refund there around Nov. 1st.

• Initial Complaint

  10/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Palm Harbor refuses to come back and forth. Issues with our home. They now claim it was an issue with the manufacturer and there's nothing they can do! We have outlets that don't work, we have trimming popping off that was fine, our doors don't close and lock properly.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/10/18) */ I am not able to locate this customer in the database but these items would be items that would relate to the manufacturer and not the retailer. Trip pops are cosmetic and are not covered under any warranty. Electrical depending on the factory are only covered for 1 year and door opening and closing could mean the home needs to be leveled which is not covered under any warranty. If she can provide her serial number or where she purchased the home then I can provide a definite response and who she needs to contact. I will reach out to her to see if we can help put her in the correct direction.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I purchased a palm harbor home a year ago and have been paying out of pocket repairs. Due to no service from palm harbor to come out and fix the repairs in which my husband has contacted this company several times. Palm harbor is responsible for all the damages that we have been experiencing since the day we moved in our home. We had a water leak in my daughter's bedroom and one in the master's bedroom that was never fixed or repaired from damages within the walls and carpet. Then underneath the restroom and kitchen sinks both had leaks that my husband had to repair and we now have water damage that has warped the cabinet's floor board. Master's restroom shower wall has a internal water leak. I can go on and on...it's been a total nightmare with this house.

  Business response

  11/29/2021

  Business Response /* (1000, 7, 2021/11/02) */ I am not able to locate a customer under the name provided. I will reach out to ask for more information so that we can provide an appropriate reply.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Was looking forward to getting our dream home, but husband lost his job. We had to unfortunately back out of the deal and cancel our application that was still in progress because I could not afford the mortgage on my own. We paid a total of $8k in earnest and down payment. Company is now giving us the runaround and saying we custom built a home. Well that's news to us, cause we were told there was a home already being manufactured that would be available in Nov/Dec, but it did not have the flooring we wanted. Sales person told us there was a possibility of us getting the floors we wanted, but that we had to put our downpayment first. We did not sign or ever get confirmation that flooring was going to be modified. We requested the documents where "WE" requested a modification and were told we could not have copies.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/10/25) */ The refund was processed within the guidelines that TDHCA has set forth. The check will be available for pick up today, Oct. 25th. I have spoken to the customers and requested that they reach out to the location to confirm that the carrier has delivered the package. Consumer Response /* (2000, 7, 2021/10/26) */ (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. ↩