ComplaintsforAmerican Homes Tyler

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contractor engaged by American Homes damaged the septic tank when setting up the home. After several attempts to contact the manager at American homes, with calls going un-returned, a person they engaged finally showed up to look at the damage, and the work needed. More un-returned calls later, and as of this morning, I still have no idea when the septic tank will be fixed, and when this new mobile home will be ready to be moved into. It's been three weeks since it was delivered, and we're no closer to being able to move in than when the home was delivered. The last call to service was answered, not with "American Homes" or "Service", but with "I'll call you back". Perhaps needless to say, there has been no call back.A quick rundown of my experience with this purchase:Home was delivered without steps.Keys would not work in new home's doors.Storm door would not close and had to be duct-taped to prevent possible wind damage.When serviceman showed up to reset the door locks, he was amazed that American hadn't included steps. When he called American, he was told that American had no steps, and were waiting on them.He told me he'd get steps and also replace the storm door.When he did bring steps out, they were too short to be used safely, and he brought no door.Because my calls were going unanswered, the landowner and I showed up physically at American. The manager (*********************) assured me that one, the person would be fixing the septic tank, and was the same person that would hook up the trailer to power, water and septic, and two, that steps and a door would be right out. The following day, fiberglass front steps (front only) were brought out to replace the iron and wooden ones which were too short. These well-used replacement steps have missing bolts for the railing, and the ones that are there are rusted. The fiberglass is also cracked.As of today, March 13, 2023, I've still heard nothing from **** or anyone connected with service.

  

  Business response

  03/13/2023

  After being notified there was possible damage to the ******** septic, we began reaching out to contractors to see when and how the damage occurred. It appears there was an unmarked tank right next to the driveway. None of the contractors remember seeing the tank nor remember running over and damaging the tank. As discussed with the Taylors, I began calling contractors to get the issue fixed as soon as possible. The contractor who is connecting the power and who was scheduled to do a reconnect has agreed to repair the damaged tank. This contractor reached out to me today and is scheduled to be out there later this week (3/13-3/17) to make repairs and complete: water, sewer, and electrical connections. In regard to the steps, the steps provided in the purchase are strictly temporary steps. This is expressed thoroughly in closing. At the time of delivery of the home, we were still waiting for steps in come in on order but as soon as they did, 2 sets of steps were delivered to the ******** home. The ******** then reached out because the steps provided were not as tall as the base of the door and ***************** has limited mobility. I explained we do not keep taller steps; however, we did have some fiberglass steps that we used for a lot model and immediately sent our service guy out with the taller steps to the Taylors home so they could comfortably get into the home until they can have a permanent deck built.  We also made repairs to the glass storm door of the home that day. As mentioned before, the contractor issues will be resolved this week. I will be sure to let the customers know this.  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jessup Home from American Homes in Tyler, TX in September 2021. I went with them as they had a A+ BBB report and I had already had trouble with another local dealer with their unethical business practices. Because I was in the transitioning phase of moving and was still living in Collin County, I allowed my father to oversee the delivery and installation of the new home. I even signed a document for American Homes to allow him to oversee the entire project. My father owned a construction company in the past and I trust his judgement. The house was delivered sometime in mid-September to our new address in Van Zandt County. As they requested, we do, we had our own contractors install the electricity the weekend right after the delivery and the water was run to the home the very next weekend. Today is 01/07/2022 and the stuff that both I and my father put on the 30-day punch out list has not been completed yet. Since I work for a large roofing company, I wanted to make sure the roof was okay since there were several problems with the interior of the home and paid out of pocket for a roof inspection. Of course, my intuition was right, and several things came back wrong with the roof. This has not been addressed. Early on, we pointed out a sagging back wall that is worse now; it was never addressed. In the interior of the home's kitchen one wall with the most cabinets was completely out of plumb/level. This caused cabinet doors to be crooked, tiles to pop off and the countertop on both sides of the stove to be out of level. The door to the utility room was also affected by this and it still remains approximately 1" out of level causing the door to open on its own if it is not latched. The first contractor that came out told us that he would tear that entire wall down if needed and rebuild it right. Of course, that never happened. There are other things but I exceeded the word count. Please see attachment.

  

  Business response

  02/02/2022

  Dear Miss G*******, 
  
  We sincerely apologize for any inconvenience you may have experienced due to service. ...we're aware that repairs have not been completed in your home and have maintained close contact with your parents, Robert and Zina G*******, regarding service repairs in your home. Therefore, it is unclear how we can reply to your complaint. Despite all the obstacles, we plan to complete all of your home repairs. We ask everyone to please be patient with service as parts are currently taking up to eight weeks to arrive from a factory, and with the shortages, some things have become more complicated and the time is taking longer than usual. We also have schedules to go by as well. The guys work as quickly and efficiently as possible. We strive to provide the best service to all of our clients. Please bear with us if they take longer than we anticipated. Regarding the issue of your roof, it is my understanding that we have made the repairs with the exception of replacing a dented roof vent. It's my understanding that the vent is here and we should replace it when we come out.

   

  John Carl

  Customer response

  02/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  These are the same excuses we have been getting since the delivery.  There is no reason five months in that we should still be waiting to just get the home completed.  Both of your crews left the home telling us they would be finishing up.  Instead, as soon as we departed they left right behind us.  Your service manager has ac*nowledged the poor wor*manship on the roof in writing.  She has also ac*nowledged that no more repairs will be made, aside from the one vent, since no damage has occurred inside of the home.  We have ta*en note of this and will ma*e sure to call bac* to have any water damage inside the home fixed when the spring storms arrive.  That is, if the roof holds up during the current ice storm.  You would thin* that a business would want to be proactive in matters such a these.  I'm not even going to go into all of the issues still outstanding inside and the ones that my father has already had to fix, so that the home could be habitable.   Since your service manager refuses to ta*e my calls, maybe you can give me a clear answer as to when your crews will be bac* to finish up?  All she's told us since the wee* of December 20th is that she's still waiting to get "*****'s schedule", whatever that means.  *eep playing us for fools and I'll begin to post the pictures and videos all over the Internet of the house being dragged onto our property by your moving/setup crew without any regard to the damage being caused to the outside, including the roof.  DO THE RIGHT THING AND FINISH UP OUR WOR* ALREADY!         

  Sincerely,
  
  M****** G*******

  

  Business response

  02/09/2022

  Ms. G*******, 
  It is our intention to finish the repairs to your home. The circumstances regarding *****'s schedule means he has a stack of work orders to do and he is trying to get everyone caught up. When he obtains a new one, he adds it to the his list of jobs that need to be completed. This is done according to the order he receives it. According to your dad, on December 10th, 2021, y'all weren't available to have repairs done the next week due to a death in the family. I apologize for the unfortunate circumstance, but I informed ***** and he moved you to the side until your dad got back to us. I received a text message from your dad on December 20th 2021 stating that you were ready to be scheduled. I relayed it to ***** and he returned your work order to his list of jobs to complete. As we have discussed before, service repairs can be a lengthy process. We only ask for patience. Last week, I reached out to your parents to talk about the service and get a list of repairs from them so that we are prepared for the service that is coming soon for your home. Natalie has informed me that she and you talked today and she told you ***** is scheduled to be at your house this Friday (2/11/22) As for your roof, it was our contractor's opinion that there is nothing causing it to be replaced. He examined your roof thoroughly the last time he was out to your house. If you would like, I can put in a request to the factory that you would like them to do a  roof inspection. One other option you have if we can not resolve the issues to your satisfaction would be to call the Texas Department of Housing and Community Affairs (TDHCA) at (877) 313-3023 or (800) 500-7074 and request a state inspection of your home. This is a free service.

  Customer response

  02/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again, we were never told anything was scheduled prior to the death of my brother on 12/08.  Thus, we simply made a courtesy call to inform your office that we would not be available the week of 12/13 in the event someone was planning to come out.  If you have proof of something being scheduled for the week of 12/13, please forward it to me; we have no record of it.  AGAIN, STOP USING OUR LOSS AS AN EXCUSE FOR YOUR LACK OF CUSTOMER SERVICE!  No one came out on 02/11.  ***** called my father on the evening of the 10th to tell him that his schedule had changed and would not be coming out until the 18th.  We shall see what happens tomorrow.  And yes, we are well aware of our options with the TDHCA and others as well.  We remain patiently waiting.       
  
  Sincerely,
  
  M****** G*******

  Customer response

  03/09/2022

  Good morning,

  
  

  The portal would not allow me to login and reply so here is my response.

  
  

  
  

  Yes, they came out and made some repairs.  No, they did not finish everything.  My father will finish fixing some loose trim in the kitchen nook area and some touch-up paint work.  They only replaced one exhaust fan on the roof.  Another contractor came out on 03/03 to look at the roof.  He told us he would be back out today 03/07 to complete the remaining work.  As of 9:00 AM, no one has come out yet.  He was sent by American Homes.  We are now filing a complaint with the TDHCA who regulates manufactured homes in Texas.  They have told us in writing that all new manufactured homes come with a one-year manufactured warranty and a two-year installation warranty.  We already knew this.  They are going to make sure that the roof and re-leveling get addressed if found to be defected.  Meanwhile, American Homes has told us, also in writing, that neither they nor any of their contractors are responsible for re-leveling.  However, other companies in the area say that it is standard practice for the installation company to go back at least once at the 6-month mark to make any re-leveling adjustments. We are at the 6-month mark.  

  
  

  Thanks.  

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