ComplaintsforHorizon Homes

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a house this year signed closing on it in middle of May house was delivered first of June has been over a month still trying to get my house finished to move in had a guy come 3 times to finish dry wall which is still not completed haven't had any work done in the past three weeks and have had water cut off for a week over shower valve guy showed up today and took the valve so still no water every time you call and talk to someone it's like they had no idea keep getting told we will call you back never get a call

  

  Business response

  07/22/2024

  First of all I want to apologize that this is taking so long. One of our service guys is coming out this morning too repair that shower faucet and get the water turned back on. You should see a lot of action this week. We hope to have most of your concerns handled in the next 7 days. Again I want to apologize for the delays and reassure you that you haven't been forgotten and we appreciate your patience. Thank you, ***** ***** general manager Horizon Home

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/18/23, I paid Horizon Homes $6,950 via ****** for a deposit on a new home. I was quoted $69,500. (taxes were not collected). It later increased to $70,000 (Still researching why). On 4/3/23 (grading & delivery day) I provided a check for $56,465.61. They agreed the remaining balance would be due upon completion of setting & anchoring the home & installing the heat pump. Numerous outstanding issues make the home unlivable for me including but not limited to: ~Ceiling cracks & shifting of plumbing due to the footers sinking after poor grading, & improper installation of a French drain & plastic“retainer wall”. ~Plumbing, French drain, & downspouts were run uphill towards the back of the home. ~Possible microbial growth in various areas, causing health risks for me & structural problems. (They agreed to replace the insulation if necessary, but instead, covered the mold with duct tape). ~No heat pump. Additionally, the home isn’t placed on the piers correctly as indicated by the manufacturer, the siding & fascia aren't attached, gaps aren’t sealed, & the inside ins’t finished. SINCE THE DAY THE HOME WAS DELIVERED, I have made countless repair requests and Horizon has taken an unreasonable amount of time sending incompetent workers to drag out the warranty period. Things were done & redone incorrectly multiple times. The home continues to get worse. Contractors are insisting on mold testing & moving the home to fix everything properly & Horizon refuses. Buyer beware: In my experience, Horizon Homes has shown a pattern of sneaky practices & has not taken responsibility for anything. Instead, they’ve made excuses, & false claims. They blame customers by twisting things & claiming to have proof that doesn’t exist. This is apparent in their responses to others' complaints on various platforms. Their service declined drastically after I provided payment. I have more photos & supporting documentation if necessary.

  

  Business response

  05/31/2024

  There's a whole lot of information to unpack about what she's saying. I understand she believes she has problems with her home. The state of ********* agrees with us that her home is set completely to code. There's no issues with the setup we've made every effort to fix any issue that she has had. A couple days before her home was supposed to be delivered to her property we sent out our delivery manager. He notified us that she had not done any grade work on a property or installed the required French drain that she had been told she would need. She did not want us to install her French drain she said she had someone else to do it. She didn't want to pay us any additional money to fix her land. She kept saying she had a guy that would do it. We got down to crunch time and the house was going to have to be picked up at the factory so we decided to do a little grade work for her at no cost to try to help the situation. At the time she bragged on our guys for making her spot so nice. After the home was set and she determined that one side of her home was higher than the other side she started blaming us for the grade work. This is the same free! grade work that she got. The same grade work she should have finished on her own before the house arrived as we agreed. We ended up spending thousands of dollars trying to do a French drain after the house was set which was impossible. Then we put in a $2,500 retaining wall behind her home to catch the water that could potentially go under her home. This satisfied the French requirement by the state. There were multiple inspections done on her home by the state of *********. I'm going to attach the letter that closes her case against us. We are completely in compliance. 

  Customer response

  06/03/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Horizon failed to fulfill the contract terms and did not agree to any of my resolution options.  They  also failed address all of the issues from my original complaint. Their attempt to shift blame is unprofessional, inaccurate, and deceptive.   Horizon has made multiple misrepresentations and as you can see, they only address the issues they felt they could manipulate facts and push blame.   In response to their allegations and claims: I am the one who notified the state to initiate the inspection, not Horizon.   It failed TWO inspections.  However, the state NEVER RE-INSPECTED a third time.   They merely relied on the company’s “word” that repairs were up to code, which they are not. Therefore, the “proof” that the state said it complies means nothing.   How can they say it meets compliance when it wasn’t seen or re-inspected?  If the State had re-inspected, they would have seen the shoddy thin pieces of plastic they stuck in the ground that Horizon claims is a “$2500 retainer wall”(refer to my photos).  They would have seen that the plumbing, drain pipes & french drain continue to run uphill to the back of the property when the septic is in the front.  They would see that the siding and fascia are not attached, the gaps are not sealed, the mold was taped over, there is no heat pump, and the ceiling is cracked from the water caused by poor drainage sinking the footers.  Even the person from ******* laughed when he saw the “wall” and said it wasn’t correct and would ultimately cause more drainage issues.   In my opinion, everything they say is either false, a contradiction, or a smoke screen.  If you read through line by line it is obvious.  For example, “There’s no issues”  yet they’ve “made every effort to fix any issue”.   They admit they did not grade the land or install the French drain properly, and blame me. As the project managers, THEY are responsible for ensuring everything is correct BEFORE placing the house.  However, as you can see in their response, according to them, they knew things were wrong, and still intentionally moved forward, doing “a little grade work” due to “crunch time” and installing a French drain under “impossible” conditions instead of doing it correctly. Also, there was no “crunch time” they knew when the house was being delivered in fact, they wanted to rush the job and anchor it the day the concrete was poured.  They scheduled the delivery day &  were made aware of the placement before that day.  I asked if they needed to send someone back out to make sure the placement would be ok and they said no.  There was no changing anything last minute.   I stayed in constant communication with them regarding this. When purchasing the house, I was told I had to use their contractor for grading, or it would void my warranty.  So why would I hire one?  Their delivery manager assessed the land and assured me placement wouldn't be an issue. He mentioned an additional grading cost of $800, which Horizon later agreed to cover.   We also discussed a French drain and I was told they are installed after the house is placed.    So why would I have had this done before?  And if it was required, why wasn’t it on the contract? I was not there when the grade work was done, I was miles up the road on the phone with them discussing the contract. Therefore, I could not comment on how nice anything looked because I didn’t see it until I returned.  When I returned to the property, the footers were already dug & I presumed they would finish the grading.  Instead, they pulled the house over the footers.   At that point, I asked when they would crown under the house to divert the water and  I was informed that proper grading couldn't be done due to “how my land is” and that I would need a French drain.   The company's response misrepresented my concerns about one side being higher. My concerns are that BOTH SIDES are LOWER than the middle, creating a funnel for water underneath.  With this in mind, I called several excavators who confirmed there were no issues with my land and that the work could have been done correctly from the start.  As for me not wanting to pay for the French Drain,  The Department of Commerce Supervisor advised me not to install a French drain as it would remove liability from the home company.   He told me it is “the home company’s responsibility to divert water from under the home”.   Thus, I refrained from paying for it despite numerous attempts by Horizon to trick me into doing it.  (Including offering to loan me the money.)  They only agreed to pay for it after I said I was going to hire a civil engineer because they refused to release the sticker for the state inspection.  Horizon’s claim that I said "I had a guy" to do the French drain or excavation is false. As indicated in the contract.  I did advise them I had a contractor for steps and decks.  It is my opinion that this company cannot be trusted. Regards, ********** ****** 

  

  Business response

  06/22/2024

  I'm not sure what else to say other than, we have satisfied all the states requirements for setup on her home. We are in discussion with her on forgetting the balance due on her project and finalizing her sale. (she offered this as a solution that we are willing to do). In conclusion we're happy to end all this if she is still willing to accept her terms as discussed, (heat pump installed and her balance due wiped away). Thanks for your help, ***** ***** Sales manager.

  Customer response

  07/02/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We are in the process of negotiating, however, nothing has been agreed upon.  Therefore, nothing has been resolved at this point.   Regards, ********** ******

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter, ****** ******* and I purchased a new doublewide that was delivered October 18, 2022 but was not set up until October 25, 2022. We were told several times that drain ditches would be dug around perimeter of the home and would not be left in a pond. I have contacted Horizon Homes several times in reference to the ditches and on January 20, 2023, ***** ***** at Horizon Homes started screaming at me and hung up the phone. I was finally able to get in writing via email on May 23, 2023 that Horizon Homes would dig the ditches however, that has not happened as of today'sdate. I have several pictures of the gulleys behind, under, and in front of the home where it has rained. Sewer line is now uncovered due to no ditches. When it rains, I am literally in the middle of a pond.

  

  Business response

  07/14/2023

  To whom it may concern, Mrs. ******* and her daughter started their purchase process with credit application in December 2021 and the finance process carried on until all documents were finally received from customers to finance company and contract was received in February 2022.  Even after contract was received is was April 26, 2022 before Mrs. ******* came in to complete the signing of her contract.  House was not delivered until October 2022 as were were on hold awaiting Mrs. ******* to complete the demo and clean up on her property.  Once we were notified of the property being ready, we placed the home on schedule for delivery.   Once home was delivered and setup there was a request made for a drainage ditch around upper side of the property.  We made arrangements for one of our contractors to go and cut drainage into the graded sloped property behind the home, however MRS ******* is not the property owner, Mrs. ********* father is the property owner. Per our contractors report, he was told by the property owner he didn't want any additional land cutting done on the property.  At a later time, Mrs. ******* again then requested the ditch be completed again at which time we scheduled a 2nd contractor to go out and do the drainage and according to reports from the 2nd contractor, he was met with the same resistance from property owner as the first contractor.  Also in April 2023, We agreed via email, at Mrs. ********* request, that we would be willing to pay her Cousin, a reasonable price for completing the drainage ditch as well, but was then told by Mrs. ******* on April 24th that her cousin would no longer be able to complete the drainage ditch.   We have offered to compete the ditch on two separate occasions at no charge to Mrs. ******* however it has cost us with both contractors and have not been allowed to do it.  We are willing to complete the drainage however we have to have WRITTEN guarantee and commitment that we will be allowed to complete the task by the property owner once we arrive.    And in regards to the heated conversation between Mrs. ******* and Mr. *****, The conversation escalated on both ends of the phone and there was not one single person responsible for the escalation as both parties were equally responsible and Mr. ******* escalation was strictly reactionary to the overall tone of the phone call.

  Customer response

  07/24/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In reply to Horizon Homes response, I would like to address a few things.  The first contactor, **** delivered the home on 1018/2022 and left it on it's sides until 10/24/2022 when the 1st half was placed on blocks. **** and his crew came back on 10/25/2022 to place the other half on blocks. My father, ****** ********* requested that **** take additional dirt off the bank so the ditch could be dug. I have a picture of **** doing additional excavating. Once this was completed,  **** and his crew left the property. Per screenshot of text message(attached), I asked **** if they were done and who was doing the ditch to which he never responded. If there was an issue with my father refusing the ditch to be dug, then why wasn't I notified by **** on 10/27/2022 or by Horizon Homes anytime from 10/27/2022 to 01/20/2023.In reference to second contractor, Mr. ***** ****** *****. I hired Mr. ***** based on recommendation from Horizon Homes to do water, sewer, and electrical hook-ups plus the underpinning/skirting. On 10/27/2022, Mr. ***** and his crew came to install the siding on the ends where home was put together along with getting measurements for the electrical wiring and water and sewer lines. They also installed the shingles on the center of the roof. I paid Mr. ***** $1500.00 per receipt # ******** for half of fee for the hook-ups.  On 10/31/2022, Mr. ***** and crew brought a ditch witch to dig the water, sewer, and electrical ditches. I was told by Horizon Homes that Mr. ***** would dig the drain ditch while he was on the property with the ditch witch which I paid me. ***** to provide. Once the water, sewer, and electrical lines were buried, Mr. ***** load the ditch witch on his vehicle. I walked down to the property to inquire about the ditch even though I was recuperating from major surgery. Mr. ***** stated that he couldn't use the ditch witch for the drain ditch and would notify Horizon Homes that an excavator would need to be brought. I have 4 additional witnesses to this conversation. Mr.***** was paid the remaining balance of $1500.00 per receipt # ******** on 10/31/2022 even though the Building Inspector had not approved the hook-ups and reconnection of electricity.  Also on 10/31/2023, I paid Mr. ***** $1450.00 for half of the agreement price for underpinning/skirting per receipt # ********. On 11/03/2022, the Building Inspector came to inspect the hook-ups.  He asked Mr. ***** about the drain ditch and was told that Horizon Homes would do them and I would not be left in a mess/pond. The electrical reconnection was approved on 11/03/2022 and Mr. ***** and crew completed the underpinning/skirting installation.  I paid the remaining balance of $1450.00 per receipt # ********. As of the date of this reply, Mr. ***** has not been back on the property.  Again, why was i not notified by Mr. ***** or Horizon Homes that my father refused them to dig the ditch. During the duration of time that Mr. ***** was doing jobs that I paid for, he never mentioned my father's refusal or resistance .I continued contacting Horizon Homes on a weekly basis concerning the ditch to finally be told on 01/20/2023 that the ditch would not be dug due to my father. In reference to the call on 01/20/2023, Mr. ***** wanted me to bring my ** year old father to the Office on Saturday to confront the 2 contractors.  I simply stated that I was advised not to go to someone's property and cause a confrontation  to which I was screamed at and phone disconnected. I feeled that Horizon Homes should pay $2500.00 to allow me to have drain ditch dug, gravel, and corrugated pipes installed to stop the water from washing under the home. I can't stand to go into master bathroom and closet due to the musty/moldy smell from water being under the home. I spoke with Building Inspector and he said that if he came to do a final inspection and there was water under the home, he would reject it and Horizon Homes would be responsible for fixing the issues. I have been dealing with this mess for eights months and feel that Horizon Homes needs to step up and do the right thing. They may save you a little money at the beginning but they sure cost you alot more in the end .Regards,***** *******

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