Complaints

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• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  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.

  We are writing to ask for the BBB’s assistance in having the furnace in the Park Model Home we purchased fixed or replaced. On the purchase order, signed and accepted by Park Models Direct (PMD) on 3/13/21, the gas service and gas appliances were to run on Natural Gas. The home was delivered on 7/22/22 with a propane furnace.
  On 7/26/22 an email was sent to PMD ******** ***** (Acting General Manager) informing her that the furnace was not heating. On 8/11/22 a service technician from PMD somehow got the furnace to heat. In 11/22, we discovered that the furnace was defective: not always igniting the gas to heat the Park Model Home and producing a strong smell of natural gas outside. Starting 11/28/22 we sent several emails to Ms. ***** asking to repair the furnace and when the furnace will be fixed.
  On 12/29/22 a service technician sent from PMD inspected the furnace and told us that the furnace that had been installed in our Park Model Home is configured to run on propane. We sent an email that day informing Ms. ***** that the furnace installed in our Park Model Home is currently configured to run on propane, not natural gas as indicated on the purchase order. We received a reply on 1/4/23 from Ms. ***** stating that PMD’s service technicians are not able to repair (configure) the furnace to run on natural gas. Ms. ***** asked us if we would get an estimate from a qualified repair person locally and then Ms. ***** would ask her boss if the cost of the repair would be covered. We sent a reply email on 1/7/23 declining to get an estimate to repair the furnace since it is covered under the PMD warranty. As 1/20/23 we have not received any return correspondence from Ms. ***** or the PMD service department regarding repairing/replacing the furnace.
  To resolve this issue the furnace needs to be repaired/configured or replaced with a model to run on natural gas, as indicated on the purchase order for the Park Model Home we purchased from Park Models Direct.

  Customer Answer

  Date: 01/24/2023

  Hello,
  
  Please see attached for warrenty. Thank you,
  
  *** ******** ***

  Business Response

  Date: 02/15/2023

  To Whom It May Concern,
  
   
  
  We received the above referenced complaint on Friday, February 3, 2023.  As the customer mentions in his statement of problems, Ms. ***** offered to correct the issue but a quote would be needed from a local contactor who could correct the issue for the customer.  We have not received the quote as of Monday February 6th.  If Mr. ******** could provide a quote to fix the issue Ms. ***** will be happy to process the request with a signed release. 
  
   
  
  Sincerely,

  Customer Answer

  Date: 02/17/2023

   I am rejecting this response because:
  
  
  Hello Ms. ********,                                                                                                                                2/17/2023
  
  Thank you for looking into this. As I explained in the response to the email below from *****, when asked “if this (my getting a quote) works for you”, I replied that “Getting an estimate does not work for us”.
  
  The reason why getting a quote does not work for us is that the wrong furnace/furnace option was installed at the factory. I am not an HAC expert. I am frustrated that I was asked to spend time and effort to correct this problem that is not my doing. Plus there was no guarantee in the email that the cost of the repair/replacement would be approved; “... can send it over to him and see if we can get it approved”. As a matter of fact a release is now mentioned. I have paid for a natural gas furnace option and did not receive one.
  Respectfully, Park Model Direct or the service provider that Park Model Direct has contracted for repairs should have the expertise to:
  
  Replace the existing furnace model with a natural gas model,
  OR
  Contact the manufacturer of the furnace for the procedure to convert the existing furnace to run on natural gas, AND using the internet find a local HAC contractor for the replacement or conversion. This is their business.
  I have paid for Park Model Home with a furnace to run on natural gas, and received a Park Model Home with a furnace that runs on propane. I am justified in requiring that Park Model Direct arrange to fix or replace the existing furnace to run on natural gas.
  
  Sincerely,
  
  *** ******** **
  
  
  
  For reference, on 1/4/2023, I received the following email from ******** ***** Part Model Direct:
  
  Hi Mr. Hutchins,
  
  I explained to my regional manager the issues with your furnace. Since we don’t have anyone local to you that can help, can you please get us an estimate to have someone go out to your site to fix the furnace? That way I can send it over to him and see if we can get it approved. Please let me know if this works for you or if you have any questions.
  
  Thank you,
  
  *****
  
  

  Customer Answer

  Date: 03/01/2023

   I am rejecting this response because:
  
  
  Hello Ms. ********,               
  
  I have received the following quote from Atlas RV Inspections. Please forward to Park Models Direct.
  
  Thank you for your assistance.
  
  *** ******** ***
  

  
  

  
  

  Business Response

  Date: 03/13/2023

  Good morning,
  
   
  
  Thank you for sending.  ******** ***** our General Manager at the location did forward to me as well but I had not responded yet as I needed some of her knowledge regarding the $800 charge.  The home came with a conversion kit and at a minimum only one would be needed.  So if the original conversation kit was misplaced then there would be only a $200 charge for a new kit. 
  
  Based on this information a release would need to be sent to Mr. ******** for signature and we would issue a check upon execution of release within 10 business days for $400.  $200 for service call and $200 for conversation kit. 
  
   
  
   
  
   
  

  Customer Answer

  Date: 03/16/2023

   I am rejecting this response because:
  
  
  

  Hello Ms. ******** and Park Model Homes,

  We have provided the requested estimate to convert the inappropriately installed propane gas heater to the purchased natural gas heater. We do have the conversion kit that was sent with the home, as is indicated on the estimate by Atlas RV Inspection. The estimate consists of a $200 service call and $800 for labor for a total of $1000.00. Since Park Model Homes has informed us that they cannot accomplish this conversion, which is needed due to their error, our reasonable request is that they cover the full amount of the conversion cost as indicated on the estimate.

  We are requesting that Park Model Homes follow through with the original contract, which was that they fulfill our purchase of a home with a working natural gas heater (Please see the previously attached contract, p. 3).

  Sincerely,

  *** ******** **
  
  

  
  

  
  

  Business Response

  Date: 03/27/2023

  Hello,
  
  We were able to reach Atlas RV for clarification on the quality that was list of “4” on the quote.  They stated they got this number from the manual but the charge would still be $800.  We will be sending Mr. Hitchens a release for signature within the next day.
  
   
  
  
  *** ******
  VP of Field Operations

  Customer Answer

  Date: 03/29/2023

   I am rejecting this response because:
  
  
  Hello,
  We have received and reviewed the Release contract for the monies to configure the furnace to function on natural gas as it was indicated on the original purchase order. The Release implies that in order to receive the monies we are to give up the remaining 7 year warranty on the Park Model Home and to falsify our experiences with process dealing with the furnace issue (not receiving the correct furnace model) and the other issues we had with the Park Model Home. This is unethical and we will not sign the current edition.
  
  We have edited the language of the Release to focus just on the furnace. We are willing to sign the attached edited edition.
  
  We signed a purchase order for a Park Model Home, paid monies to include items on the purchase order, which included Appliance and Electrical Work Sheet (page 3) clearly indicating that the gas service on home site to be natural gas. The Park Model Home that was delivered did not have a furnace that was configured to function on natural gas. The process of trying to get what we paid for has been unacceptable and deserves criticism.
  
  Thank you,
  
  ***
  

  Business Response

  Date: 03/31/2023

  Good afternoon,
  
   
  
  I have revised the release and I believe it will address Mr. ******** concerns.  While Factory Expo disputes it has any liability here, it is making the settlement offer in hopes of resolving the pending issue.  Below Mr. ******** states that he feels his is giving up the balance of his warranty by signing the release as originally drafted from future warranty claims or latent defects.  So to address that, the revision provides language in the agreement expressly carving out those potential future claims.   The language says: “Notwithstanding anything to the contrary, this General Release does not release Champion Homes from future warranty claims or any unknown latent defects that may subsequently be discovered by Releasor.”  
  
   
  
  We do with to bring this matter to a conclusion promptly. This offer to resolve this matter and provide the cash payment will remain open through end of the day on Friday April 7, 2023. If we have not received the signed General Release back by that time, the settlement offer shall be deemed rescinded.
  
   
  
   
  
   
  
  
  Liz Sarsam

  Customer Answer

  Date: 04/03/2023

   I am rejecting this response because:
  
  
  Hello BBB,
  
  We are actively working on reviewing the current Release contract pertaining to paragraph 3. We would like to request another week to have reasonable opportunity to consult with legal counsel as to the legal effect of executing this release; 4/14/23. Would you please facilitate this request for us?
  
  Kind regards, ********* *** *** ******** ***
  

  Customer Answer

  Date: 04/05/2023

   I am rejecting this response because:
  
  
  Good Morning,
  
  We have included “regarding the furnace” at the end of the third paragraph and have attached the signed release.
  
  Thank you,
  
  ********* *** *** ******** ***
  

  Business Response

  Date: 04/06/2023

  Good morning,
  
  I have received and will get my approval to accounting so it can be processed.
  
   
  
  Thank you for your help in this matter to resolve.
  
  
  ***