Complaints

The 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:03/07/2023

  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.

  My mother lost her home in ******* to Hurricane ***. She decided to move back to ******* and put a mobile home on her property in ***********, **. It has been one headache after another from day one. It took MONTHS for delivery/set-up. When it was set-up, not everything was completed. Outside lights were not installed, bathtubs were not caulked, WATER WAS NOT HOOKED UP (we found this out AFTER she was told that is was hooked up), **** was installed but thermostat would not work, refrigerator, stove and dishwasher were not unpacked, toilet tank covers were just left laying in the living room and not installed. Mobile home looks used, there are tiny holes in ALL the walls and the trim in several rooms is coming off. Mr. *********************** from day one (day order was placed), will NOT return phone calls. She had to make several trips to his office just to talk to him. She had to stay at her mobile home for a week WITHOUT water or heat because of Mr. ********************** and his NON-actions. He does not care about his customer or the fact that she told him multiple times that she did not know how to install a mobile home and just wanted him to explain things to her. We had to pay plumber weekend/emergency rates (over $1700) to finally get the water hooked up (because ********************** would not do anything about it). We (the family) unpacked the appliances, put the toilet tank covers on and installed the outside lights. The **** guy finally came out after a week and got the thermostat working. Mobile home was ordered in very early November, 2022 and just delivered late February, 2023.

  Business Response

  Date: 06/30/2023

  Award Mobile Homes would like to address the various issues outlined in the *************** dated 3-7-23 filed by *********************, who we believe to be the grandson of our customer, ***********************************

  ********************** made her initial downpayment on October 24, 2022, for a special-ordered home.  The home was delivered to her lot around January 27, 2023, approximately 90 days from contract signing, which we feel is quick for a special- order home.

  We do not understand what was meant by refrigerator, stove and dishwasher were not unpacked as the homes are delivered with all appliances in their correct locations.  Toilet tank lids are laid on the floor to reduce the chance of damage during transit.  The complaint does not address the timing when Mrs. ********** grandson inspected the home. 

  It is not at all unusual for a manufactured/mobile home to have items that need attention after setup. For example, outside lights are not installed prior to delivery to avoid damage and interior trim may vibrate loose during travel. As noted below,we sent ************ to do cosmetic service that comes with the purchase of the home.
  The home ********************** purchased was a new home.  The tiny holes observed are the result of the stapling of the wall panels and trim.  These would be addressed during the initial service visit upon request by the individual customer. 

  Once Mrs.********** home was set up on her lot, Mr. ********************** advised her that the service work needed would be done by our contractor, ************************  Obviously, this indicates that Mr. ********************** communicated with *********************** on multiple occasions. 

  *  Around January 30-31,2023.  ************ provided temporary steps, cleaned, swept, and mopped the interior, and hung blinds throughout the home.  He also repaired a damaged corner on the exterior of the home. 
  *  Around February 18, 2023, ************ installed the vinyl skirting around the base of the home.  
  *  Around February 20, 2023, ************ refastened all loose trim throughout the home.

  Mr.  **** stated to Mr. ********************** that *********************** told him she was very happy with his work, even offering him a tip, and was excited about her new home.  

  With regards to the water not being connected to the new home, it is Award Mobile Homes responsibility to connect to a visible existing water line up to 20ft from the house.  It is Mr. **********************s understanding that there was some type of home on the lot which was removed prior to our placement of her new home, and that the existing water line was to service the new home.  Unfortunately, the location of the existing water line was not made known so the setup crew could not make the connection. 

  Once Mr. ********************** was made aware that the water was not connected, he reached out to ************ mid-week to go and connect the water.   It was Mr. ***** understanding that the water line had been found under the back deck. This would have been Mr. ***** 4th trip to the home.  ************ advised us he called *********************** to let her know he would be up Saturday morning to make the connection.  On Saturday morning as he was on his way, *********** and the grandson had a heated conversation where that individual told *********** they refused his service and did not want him to come; *********************** was then put on the phone. ************ said she apologized to him, but said she wanted a licensed plumber to hook up her water.  ************ immediately advised Mr. ********************** of the situation. 

  Mr. ********************** did follow-up and contacted ************************ She wanted our company to pay the large bill.  When Mr. ********************** asked her for the name and phone number of the plumber she hired to do the emergency repairs detailed in the complaint, along with a copy of the invoice she paid, *********************** said that wouldnt give him the plumbers name or phone number; that she would have to think about it.  **************** told her that if it was something Award Mobile Homes was responsible for, we would be more than happy to pay and be more than fair with her.  The requested information was never provided at that time.  As a result, Mr. ********************** was not able to verify the situation or work performed.  If *********************** would share this information with us, we would still be happy to work with her on this issue.

  On Tuesday,June 27th, our office manager, ***********************, reached out to ***********************  During their conversation,she inquired about this issue and asked about getting the plumbers name, phone number, and copy of invoice. *********************** said she would have to ask the plumber if it was okay to give it out. After about ***** minutes *********************** called and provided the name and phone number: *************************** ************. No invoice was forthcoming. This information was given to Mr. **********************.

  Mr. ********************** called ********************** who indicated he ran 15 ft of line and connected it to the meter and did other work for ************************ Mr. ********************** asked if he could get a copy of the invoice for the work,and ********************** said he could not provide it; Mr. ********************** would have to get it from ************************
  The complaint states a sum of $1700.00.    At some point during all of this, ************ was told it was around $1300.00. Weve been quoted $300 for a 15 water line & connection. Quite a difference! 

  We are frustrated by not being able to get a copy of the invoice.  If we are to make any payment to **********************, which we initially offered to make, we need a copy of the invoice to substantiate the payment.  We also do not understand why ************, who was on his way to do the job on Saturday morning, and who had an excellent relationship with ***********************, was rudely told not to come and do the job.   When Mr. ********************** spoke with **********************, he told me he did the work on Sunday and charged for emergency work and that he also did other work for ************************ 

  It is our feeling that this situation could easily be resolved if we could get a copy of the invoice for the work ********************** did for ************************  Our company then could verify how much was charged to run the 15ft. of water line and hook up to the meter.

  Despite what was said in the complaint, here at Award Mobile Homes, we DO take customer service very seriously!  

• Initial Complaint

  Date:07/27/2022

  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.

  Mobile home has been paid in full and ***** Maloney will not return the phone calls to finish his part of the obligation and we've got excuse after excuse and time is running out. The mobile home is for my mother-in-law and father-in-law for them place to live their lease rental agreement is up Sunday the 1st and no way that they can move in we ordered the mobile home from ***** in December and it was supposed to been delivered in April and it wasn't delivered until June this has to be resolved soon and he will not even talk with us about it.

  Business Response

  Date: 11/09/2023

  See attached document

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 17633275
  
  I am rejecting this response because: The buyer is my wife ******************* . The mobile home is not a ******* home like we were sold on paper. we still have unresolved issues.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/12/2024

  See attached