ComplaintsforLuxury Homes, Inc.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2022 we paid a $12,000 deposit on our home once we chose it and all the options. Before we paid the deposit we were told that after they receive the deposit it would take 3-4 months to get our finished manufactured home. We prepared our lot and paid to have utilities and a foundation put in. May 2023 came and we were told (as we later found out) many lies about why our house is being delayed. At first, we believed the lies. Then we were told that the reason for another delay in the summer was because the manufacturer had closed. Then later we were told that the manufacturer's warehouse was too full so they could not start any new house constructions. My partner and I called the manufacturer directly and they let us know that their warehouse has NEVER been backed up or full, and that they only close 1 day each year - Christmas. We were fed more lies from Luxury homes as to why our house was not even in production yet. Finally on August 29 2023 (after having to bug Luxury homes) we were told that it finally went into production. Then a few weeks later in September were told that the home was finished, but couldn't be released because the manufacturer didn't have something and had to order it in (they kept answers vague as to WHAT or WHY things have been delayed the whole year). We found out that the owner, ****, who works in the Springville office and does all of the scheduling on all homes, has been scheduling all of his new customers in front of us. They have been getting their houses, but nothing has been done on ours. We still don't know if our house is actually in production or finished after multiple calls and texts to Luxury and ****. They have held our deposit for nearly a year now and have done nothing for us. Because of all their lies over the last year, we are struggling to believe them now when they tell us the home's done, but it's been weeks since then and they still cannot tell us why it hasn't been scheduled for delivery.

  

  Business response

  10/10/2023

  Response to the complaint filed by ********************* on 10/7/2023.
  
  **************** did order his home in November 2022. They informed ******, the Manager of our Richfield location, that they did not plan to put the foundation in until the following summer. ***********, the Manager of Luxury Homes spoke with **************** mid-summer of 2023.  They had problems with their foundation and were going to have to redo some parts of it. It was at that time that we also found out that they had not followed the engineered foundation plans that we supplied to them. They said that they had talked to the inspector in that area, and he was ok with the work they had completed.
  Neither ****** or I had ever told them that the Factory was closed or that the factory was too full, and they could not build any houses at that time. We never put any houses in front of their home. We are using a local contractor in the area to install their home, so there is no reason to put any other home in front of their home in the schedule. We are also paying the extra cost to have the home craned onto the foundation to speed up their project even more.  
   Find out when the home was ordered. *Luxury Homes was contacted by Fleetwood Homes ***** the manufacturer of the home, that on 9/29/2023 the home was completed, and we had our transportation company pick up their home. ********* wants all completed homes out of their yard at the end of each month. The transportation company moved the home to their storage yard waiting for us to make delivery instructions. Fleetwood Homes called Luxury Homes on 10/2/2023 and said that the transportation company would have to bring the house back to the factory, because it sent out without the carpet in the home.Luxury Homes had the transportation company take the home back on 10/5/2023 to put the carpet in the home. The home left ***** on 10/7/2023 and will be delivered to their property on 10/8/2023.
  We have tried to be upfront and honest and communicate with the customer every step of the way, we have assured them that their home will be completed in a timely manner.I apologies to **************** for any miscommunication or any misunderstandings. I hope that when their home is completed, that they will be happy with their new home. 

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