Complaints
This profile includes complaints for Clayton Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/19/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a new home to be built in March of 2024 and paid ****** down in April to get my home in May. My home did not get delivered until July and when moved in they cracked my ceiling in my living room and put a hole in bedroom door. The door was replaced and the ceiling was just covered not fixed. They came and gave me my keys with things not being the way I ordered it. Wrong shower, ceiling not fixed, trim not attached right, glue on all fivers, windows that wont lock, front door leaks and will not latch. The shower did not get fixed until October 6, and there was a buckle on outside of home that did not get fixed until the 10th. ***** from ******************************************* is not very knowledgeable as to what is to be done when ordering a home, she did not write anything down and did not call to confirm anything as far as the home and what I wanted. I had to go in a second time and tell her what I wanted and she still did not write it down. The home came in and did not get to look at it before it can to the property and that is not ok with me because it could all have been done before it came to property. Will not recommend them to anyone else. They get a O in my eyes.Business Response
Date: 11/22/2024
RE: BBB complaint ID: ********.
Because the consumers contact information yielded no results within our customer database, it does not appear that the product was produced by our respective facility. If the consumer can provide the complete manufacturers serial number that is listed in the upper left-hand corner of the Data Plate which is a paper one-page document with a map of the ************* near the bottom of the page, I will be happy to attempt to determine the facility that produced the product and if possible, provide their contact information to the consumer and BBB.
The Data Plate is typically laminated to an interior side of the kitchen sink cabinet if produced by our facility, and is sometimes affixed by other manufacturing facilities in the same area, or sometimes within a utility room cabinet, bedroom closet interior wall, etc. If the consumer is unsuccessful in locating the manufacturers serial number of the product on the Data Plate or their purchase documents, I would recommend that the consumer and BBB contact the consumers salesperson or the sales center manager for assistance with the product repairs and to request the contact information for the product manufacturers customer care coordinator.
Initial Complaint
Date:09/23/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive been trying to get issues in my home fixed since date of purchase they come out bandage it and never get to the root cause which is water damage due to leaking roof and windows from the center point of my double wide which has now caused mold issuesBusiness Response
Date: 09/23/2024
The customer name listed in complaint #******** does not appear to have purchased a product that was produced my respective company. I will try to reach the customer and request additional information in effort to assist them with contacting the appropriate company.
Thank you,
***** *******
Customer Care Manager
********************** Alabama
P.O. Box 300. *******, ******* 35540
Initial Complaint
Date:07/15/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
House is not finished / poorly constructed , little to no contact by business .Customer Answer
Date: 07/15/2024
SRB046557ALACBusiness Response
Date: 08/05/2024
I explained to the Better Business Bureau' ************* Dispute Resolution Counselor on 7/16/24 via email, that the product and customer associated with Complaint ID: ******** are not affiliated with our facility as the product was not produced by our facility. I provided contact information for the facility that produced the product and was advised that the BBB complaint would be reassigned to the correct company / facility.Initial Complaint
Date:02/23/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Premier home that was built in the plant in **********. The home is under warranty and they are refusing to address the issues. Inspector from Clayton Homes is trying to lay the blame elsewhere. I have had 4 contractors look at the home and the consensus is that problems stem from incorrect installation of the door and windows across the back of the home. This has caused severe water intrusion and is rotting the subfloor. The problem started before the home was ever delivered to the retailer and because of the location was not visible. I am stuck with a home that has been torn into to find said problems and the manufacturer refuses to correct the problem.Business Response
Date: 03/01/2024
Our customer had asked that his daughter serve as our primary point of contact regarding factory service repairs and submitted a complete repair list to our customer care coordinator who discussed the list with the customer 6/7/23 to prepare for scheduling the repairs which a factory customer care technician performed 7/8/23.
Approximately 8/9/23 the retail home center that sold the home to the customer reported a leak at the primary bathtub, but committed to addressing the issue, however the home center apparently did not address the leak. A short time later an additional repair list was submitted to our customer care coordinator as well as a report of a door leaking around the doors glass, these repairs were scheduled with a factory customer care contractor who performed the repairs 9/28/23, however the contractor reported that the door located at the rear sidewall of the home had been leaking due to the door manufacturers glass insert sealant having a void, and that the door would need to be replaced and flooring repair would be necessary.
The replacement door was ordered and once it was delivered the repairs were scheduled with our next available customer care contractor who performed the repairs 11/23/23, however prior to 11/23/23, our customer had hired a local home inspector who in our opinion grossly mis-advised and misinformed our customer regarding the causes of concerns and complaints, and of the condition of the home. The inspector advised our customer to leave windows and doors open presumably to allow the home to "air out". Our factory customer care contractor, technician, and myself have advised our customer against leaving doors and windows open for the several weeks if not months that they did so, as it was / is allowing moisture / humidity to freely flow into the home which would not help their concerns of moisture damage, etc.. but our advice was not applied. Regardless, the requested repairs were performed 11/23/23.
Sometime following the November 2023 repair visit, our factory received another report of the same door leaking rain, etc. Our next available factory customer care technician inspected the home making notes, etc. and was then scheduled to perform a more in-depth investigation to determine the cause of apparent moisture issues within the home aside from those created by our customer leaving doors and windows open and operating portable air conditioner units inside the home. ************** made a list of items that he would need to investigate more thoroughly and returned to the home 2/12/24. During this visit it was determined that the way the site built porch and skirting beneath the home had been connected to the home were directing rain against the home and preventing the rain from exiting away from the home and in turn causing damage to the homes exterior wall decking, which has possibly also affected interior components within the home. ************** has just recently returned the information to our factory and I have not had an opportunity to thoroughly review the information and pictures, I will contact our customer and ********************** office once I have reviewed all of the information.
Thank you, Customer Care Manager - ********************** *******
Customer Answer
Date: 03/04/2024
Complaint: 21334112
I am rejecting this response because:I have now had 5 different contractors look at all the issues. 2 contractors from the retailer and 3 independent, they all say the same thing! Windows not installed properly, door and trim not installed properly and now issues with the roof. Doors and windows are not open for very long, except while we were awaiting hvac installation and had to use portable units. The skirting was installed properly and that was sent to the company. The few "repairs" have been shotty at best. Windows are out a quarter of inch, water is getting behind the siding and the tyvek is too thin. We have an insurance adjuster coming out and meeting with different contractors.
Sincerely,
*******************Business Response
Date: 03/11/2024
In response to our customers representative' rejection of my previous response, the deck / porch that was secured directly to the floor of the home with screws penetrating through the vinyl siding just beneath the threshold of ***************, has distorted, damaged, and pinned the vinyl exterior door trim between the porch and exterior wall of the home which is allowing rain to enter the home around *************** and enter behind the vinyl door trim and vinyl siding, and cannot be replaced without disconnecting and moving the porch (presumably installed by the retailer / home center) back and away from the home to allow replacement of the trim, and now the water damaged OSB exterior wall decking. The top trim of the skirting which was also presumably installed by the retailer / home center per the customer representative is also secured to the home with screws installed through the vinyl siding near floor level and into the floor of the home pinning the factory installed vinyl siding tightly against the home and blocking weep holes in the bottom edges of the factory installed vinyl siding that are in place to allow moisture to exit, but is now being trapped. Two of the five contractors the customer representative mentions apparently work for the retailer, (which either installed, or contracted the installation) of both the porch and skirting that are creating the rain entry water damage. The contractor the customer has hired to perform other work on their property had apparently removed some of the drywall in the pictures the customer representative submitted with their BBB Complaint as well as some other components of the home. I presume that this contractor is who incorrectly advised to the most recent factory technician scheduled to the home and the customer that windows were improperly installed due to not having vinyl J-channel installed around them, however this contractor is mis-informed as all windows installed by our factory are of the recessed vinyl ****** type, which have a "J-channel" type area built into the window frames and so they do not require additional J-channel. I will try uploading some of the pictures of these issues, however I may have to find another way of providing them. It would appear that our customer is placing trust in contractors, inspectors, etc. who are not familiar with manufactured housing construction and warranty guidelines rather than accepting what our factory has tried to explain in order to help the customer and prevent further damage of their home. Our factory is willing and able to perform warranted repairs for our customer, however we cannot force a customer to accept our determinations or our advice as truth.
Thank you, ************* Manager - ********************** *******
Customer Answer
Date: 03/12/2024
Complaint: 21334112
I am rejecting this response because:
I have already stated the reasons why and information was sent to Clayton showing where in the book the skirting I installed per their requests. Baldwin county requires the deck to be attached.
Sincerely,
*******************Business Response
Date: 03/20/2024
Good morning *************, our company had no involvement with the installation of the deck or skirting. I have no record of when the deck or skirting was installed or by whom, however the customer told our technicians that the dealership installed or contracted someone to install the deck and skirting for the customer. Please let me know if you have any other questions or if I can be of assistance in any way.
Thank you, ************************* - customer care manager ********************** *******
Initial Complaint
Date:10/02/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Started the buying process around April of 2023. I was approved for my loan immediately. Once I closed the loan in the beginning of September 2023, I was informed that the wrong home was ordered. I am now stuck waiting an unknown amount of months for my home. They have very poor communication. Are making no effort to get me in a home quicker due to their mistake. I found a home like the one I ordered on another lot, it is available and ready to go, the *********** is failing to communicate or assist the other location with getting me in this home. They are instead continuing to make me wait on a home to be ordered and built. I have went to the regional manager, who has failed to respond to me as well.Business Response
Date: 10/02/2023
Good afternoon,
I received and reviewed complaint #******** which concerns an order that the customer has apparently placed with their respective retail location and not with our manufacturing facility. After discussing the limited information provided within the complaint with our sales staff, it does not appear that this retail location has submitted an order with our facility for this customer.
thank you,
Customer Care Manager
Clayton Alabama
Initial Complaint
Date:04/25/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The buisness in name manufacture a home we bought for 160,000$ 2 years ago upon delivery of the home the doors were leaking windows were not square in frames paint issues marriage wall issues sheet rock issues flooring issues we been in contavt with the manufacturer as well as the dealer ship to correct these issue the dealer ship is timberline homes out of ************ they have sent crews out that have worked but never completed the work alway did not have the right material are was not told to make this repair are that repair then they damaged more things in doing the repairs but will fix it when they come back so forth an so on just big run around an now they have waited so long to repair one of the door that has been leaking from day one it has mold an the flooring is now soft we have tried continuously to work with these people to get these repairs completed to no avail we talk to a *********************** who was trying to help but now she doesnt work there we were then sent to a ******************** who is the most rude an unpleasant person an has been anything but helpful an denying our repairs we then spoke to a ************** who very helpful for a short time but now she no longer works there I have reached out to the service manager and the general manager but have got no calls back the issues stated are direct result of manufacture failure to provide quality work I gave included some pictures but not allBusiness Response
Date: 04/28/2023
Our company and I regret the dissatisfaction of any of our valued customers, as we strive to always do what is right and provide world class customer **********************. As with many companies of all sizes in these *************, we have faced many challenges associated with material and labor shortages in recent years and can only apologize for our shortcomings and try to make them right going forward. Our general manager and I were traveling on business when our customer called for ** earlier this week, I returned our customers call when I returned to the office, discussing their complaints and emailed our customer the list of remaining ********************** items that were conveyed during our phone call for them to confirm that my list was accurate and for pictures to be submitted for better clarification. I have distributed this information to our customer care team members who will be involved in completing our customers repairs as efficiently and quickly as possible. I explained to our customer that some of the unresolved issues were the responsibility of the sales center, however I committed to address those issues as a courtesy as our repairs are performed. I confirmed with our customer some dates that they can be available for our repair visit and our office is working toward gathering the necessary material in order to schedule our next available factory service technician to perform these repairs. I cannot guarantee a definite repair date at this time as too many variables are involved, but our company will resolve the remaining issues as soon as possible.
Sincerely,
*************************
Customer Care Manager
Clayton ******* Plant 974
P.O. Box 300 *******, **. 35540
Customer Answer
Date: 05/04/2023
Complaint: 19981430
I am rejecting this response becauseThey have responded an as it states in his email have not yet scheduled a date to make repairs but they have acknowledged the issues and claim they will fix them
At this time I cannot close my complaint do to the fact they have not made any repairs yet an we have been told this before by this company just to see little are no result from them so I guess we wait till they decide to schedule an come out an make repairs :
Sincerely,
*******************Business Response
Date: 05/15/2023
Regarding our customers rejection of my response to complaint ID ******** due to my not being able to provide a definite date for the repairs to be performed within approximately one week of confirming the repairs that our customers requested, I can only advise that it does take time to acquire and arrange shipment of materials and to schedule a field technician to perform the repairs around our customers schedule in a different state than our factory and technician are based. Our factory has responded to each of our customers concerns since purchasing their home, performing numerous repair visits during the course of the limited structural warranty and we are working to address the current complaints as quickly as possible although the limited warranty expired over a year ago. The dates that our customer provided of their availability consisted of either **** through **** (which we could not schedule quickly enough to accommodate), 6-7 through ****, or 7-5 through ****. We are in the process of shipping material for the repairs 5-15-23 and hope to perform the repairs resolving our customers complaints within the date range of 6-7-23 through ****-23 if nothing unforeseen occurs.
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