Complaints

This profile includes complaints for Nelson Communities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Fairview Mobile Home Estates

  5859 Tom Hebert Road Lake Charles, LA 70605

• 

  Country Oaks

  805 Topsy Rd. Lot 124 Lake Charles, LA 70611

• 

  Smith Village Mobile Home & RV Park

  6505 Nelson Rd Lake Charles, LA 70605

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:11/20/2024

  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.

  November 8th after business hours I noticed my AC stop working not blowing cold air, I called both emergency after hour numbers, text them and sent an email from that Friday-Monday. They responded after the weekend of course and told me they would have the HVac guy come check it out. He came told me it was a leak etc may need to replace the unit, from there I was told they were waiting on a Bid from corporate to begin work. I continued to call the office and text the HVAC guy to see has the bid been accepted and when was my AC Going to be fixed the ladies in the office couldn’t tell me much except they would get with someone to find out. HVAC fixed the leak it worked well for one day and is now currently NOT working,reported this to the HVAC guy and the office, ask the office did they know when was the HVAC guy coming out again and will it be late in the evening again they stated the believe he only works after hours. He came this evening advised me of the SAME thing a leak stated he would get me taken care of this was about 3pm he stated he needed to shut off my unit that he would be working back and forth on my unit and next door. I watched him install a brand new unit on the trailer next to mines for hours I left at 7pm to go grab my son came back home and not only is my AC unit still not working now My stove isn’t not working asked the HVAC guy did he turn a switch because my stove isn’t working he stated no just the AC unit. I’ve only been here going on 2 months I have NO CLEAN WATER since day one I have been buying jugs of water for brushing teeth and cooking purposes because National water infrastructure has a boil advisory. No AC going on 2 weeks now! No clean water and Now my stove is out. I’ve been very patient and respectful and it has gotten me nowhere. I pay my rent on time give no problems and I’m basically being shown my AC being out is not a priority. I work from home I have a son I would like for these issues to be addressed or out of the lease

  Business Response

  Date: 12/12/2024

  Attached to this email is the screen shot I asked the HVAC technician to provide to me. I scheduled an emergency call out even though, it was not an emergency situation with excessive heat or coldness. The technician fit her in his schedule the exact same day I called him. The technician has reached out two times to confirm everything is working properly. I do not have any work orders regarding her stove still to this day. The AC Technician is not an employee of ours, so he also did not communicate that information to us as has the tenant has not. We do not own the utilities. It is owned by National Water Infrastructure as the tenant stated in her statement. If she has issues with their services, I highly encourage her to reach out on behalf other personal account she has with that company. We are not responsible for water. 

• Initial Complaint

  Date:06/11/2024

  Type:Product 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.

  I previously lived at Fairview South Mobile home park. We had the mobile home moved on June 4th. Beforehand, I called Fairview's office and they asked for me to submit a 60 day notice and then a 10 day notice before the movers moved the mobile home.
  I did just that. I gave them my handwritten notice to vacate and I also let them know 10 days prior to the home being moved. At that time, one of the girls asked for June's lot rent. I explained to her that the home would be moved on the 3rd (bc of weather conditions, it was moved on the 4th), and I gave ample notice, so why would they need a full month rent? I asked if I paid June's rent would I get reimbursed. She said she'd leave a message for the manager and ask that I be reimbursed.
  That Friday, June rent was paid on top of the late fee, and I called and asked about the reimbursement for the prorated days in June. She said I would not get reimbursed. I explained what was previously told to me, how I gave ample notice, and done exactly what they asked. The managers response was "I just work here, I don't make the rules." I asked her if calling corporate or BBB would help rectify this situation and she said "you can try". So after several unreturned calls to corporate, here I am. These people had plenty of time to pre-lease this spot and the fact that they are collecting a whole months rent, with the probability of collecting new rent, doesn't sit right with me. Times are hard and taking from a family of 7 on one income is inhumane, as I told them.

  Business Response

  Date: 06/11/2024

  This tenant did put in a 30 day notice and the home did get moved out after the notice expired. I did not charge the tenant because the home fell past the move out date. I charged the tenant because they left the property rutted up from not being properly matted and left behind all of their trash. The pictures attached to this response are from today 06/11/2024. The tenant has not made any attempt to come and clean their mess up leaving it for the company to take on. 

  Customer Answer

  Date: 06/12/2024

  When I first made the park aware of my vacating, they asked for a SIXTY day notice. As stated before, I wrote that notice on April 19th (no one was in the office that day when I tried to deliver, so it was the 23rd when I was able to go back and turn it in). When I called again, the end of May, to fulfill their want of knowing when the movers were scheduled, the employee (name unknown) told me that June rent would have to be paid or the moving company would not move our mobile home. We weren't prepared to pay a whole month's rent when we were already vacated from a home being moved 3 days into that month. That's when we had the conversation about a prorated amount being paid or returned. She stated that when rent is paid, you can't pay a prorated amount. It has to be paid in full. She also stated that she would leave a message on my account for the manager or corporate to review.  When payday came that first Friday of June, we paid for the month, including our late fees. $430 in total. I called later that morning to speak with the manager about the prorated amount. The first time I called, I spoke to a woman who was super rude and claimed she would leave a message for the manager- that she was on a call. I did not receive a call back. After lunch time, I called again and spoke with someone else. I asked for the manager and I'm assuming, *******, got on the phone. *No one says who they are when they answer.* She said I would not get any money refunded to me, because "they don't do prorated rent". I was still within the 1-5 day rent-pay grace period at the time the home was moved. I was getting nowhere with her, even though the other lady said there was a possibility of reimbursement. She also stated that there was trash left on the property and that if it was not picked up, I would not get my deposit back. I was confused to hear that, because the day after the home was moved, my husband got off of work at 7 pm. He went to the lot and loaded up his trailer to haul off debris. I told her that if there were still debris left on the property, we would get it taken care of. My husband is working 16 hour days, so it's not easy to get there before dark to check on things. Her claims that we made no attempt to clean up is not true. I attached pictures of the property as of today, 6-12-24 after my husband left work early to take care of this.

  Involving the movers: we were told by the lady in the office that in order to move our mobile home, we would have to use their moving company. When I asked if we could get quotes from other businesses, she said that business would need to submit to them a check of $25,000 for them to hold. Well, instead of having people laugh in my face when I tell them what they have to do, we chose to go with the company they wanted us to use. **** (their preferred company) are the ones who pulled all of our debris from underneath the home and items they removed from the home and threw into the driveway. We told the park employees at that time that we would come back at a later date and remove the items from the driveway if they didn't. The ruts caused to the yard was from the moving company pulling out the home and that's pretty obvious. 

  
  

  Business Response

  Date: 06/13/2024

  Due to the condition of how the lot was left and the up-to-date pictures I provided; I am sticking with my original response. It is not ethical to damage someone's property and leave them with your trash regardless of the situation. When a home is moved onto the property, they're moved onto a clean lot, and it's expected to leave it in the same condition. This is also part of the lease agreement. Even if the home was moved out the month prior, damage charges will still have been put in place due to the condition it was left in. Instead of damage charges, which would have been more, the tenant was charged for the home remaining on the property past the 1st of the month, when payment is due. Also, we do not have mobile home movers. We have Companies that have been thoroughly verified to ensure that all residents and homes are safe and highly insured in the case of something going wrong. We absolutely do not allow just any company to come onto private property and pull homes so close in vicinity because of how easily someone's property could be damaged.   

  Customer Answer

  Date: 06/13/2024

  I am rejecting this response because:
  

  Attached is a picture of our home before we moved out! Not once did we ever receive a letter or notice about the condition of our property or our home. Everything was always appealing and clean and rent was paid on time. We have been there for almost 8 years prior to this new company taking over and the same went with them. We always maintained our place, so to basically feel like this employee is calling us trash or saying we damaged their property, is really upsetting me. If you reach out to any tenant in the park, they will tell you how unhappy they are and how no one has water AT LEAST 6 months out of the year. How they move in damaged mobile homes in the park to look at while driving to your home. How they are constantly adding fees to our rent or increasing the lot rent amount. Not once have I called and complained. Every time the water went out, I was kind and called to let them know. I never got rude or tried to take further action. Enough is enough at this point. She is claiming that she charged me bc of the "damages" when before the home was even moved out, I was told I HAD to pay rent regardless. When she said anything about debris left behind, she said my deposit would be withheld if it weren't picked up. She never said anything about there being trash and that's why I was charged June rent. This is all news to me! There was no damage to the property except the movers driving through the yard to get an 18' wide home out! 

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service 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.

  The water in the park is a private well (but is considered public water since it supplies more than 25 houses). The water is shut off in the park 5+ times a week for hours at a time with no warning. It is currently shut off since 3 am and we found out when waking up. A few weeks ago we had brown nasty water for about a week and the management did not do anything at first to fix it. I had to call the person above the trailer park manager and he was so ugly and rude on the phone, and then called me back acting like someone else to apologize for his coworkers behavior. They keep increasing the prices and taking away amenities. There is no one from management that you are able to contact after hours if there is a problem.

  Business Response

  Date: 12/19/2023

  Nelson recently purchased this park, and it has undergone major improvements. Our water plant is outsourced to a third-party company to continue to improve its integrity. In the complaint it mentions the water being off at 3:00 am and that is true. We had a severe storm come through and we are assuming from what our vender said, lightning must have hit the well due to all the wire being fried. I was notified right before 4:30 am and immediately dispatched a crew out to diagnose and they repaired the issue once it was safe to do so. Unfortunately, being on well water, every time a line is clipped by a mower(most common issue) or a repair, we must issue a boil advisory through LDH (Louisiana Department of Health) if the water is off. Our water is not off 5 times a week. Attached to this letter is 4 pictures, two of which are posted on our front door of the office that gives 3 points of contact if an emergency was to occur and a picture of our corporate number that is in view just as you walk through the front door. Also attached is the letter from LDH clearing our boil advisory that was immediately sent out to our tenants. As far as the complaint of a man being rude, I cannot comment on that due to not knowing who was called. I do apologize for that experience if that was the case because we do care about our community and hold ourselves to a higher professional standard. 

  Customer Answer

  Date: 12/19/2023

  I am rejecting this response because:

  As far as the three numbers that are posted in the door, one is disconnected, no one ever answers the other one because it is off, and the corporate number is never answered either. Residents have no way to get in touch with anyone if needed for an emergency. We need a phone number that residents can call after hours to get in touch with someone. The office does not answer the phone during business hours so imagine how hard it is to get in touch with someone after hours. The water was off last week because of another busted pipe and management did not know until an hour and a half after because no one could get in touch with management. Not to mention the water was out at from 430am until 9 am during the time that people are getting dressed for school and work and are unable to brush their teeth and shower. Please provide another number that residents can contact after hours. 

  
  

  Business Response

  Date: 12/20/2023

  This information is inaccurate. We are open Monday - Friday 8am - 5pm and I have 4 employees in the office. I do have the office number posted, 2 after hours numbers posted along with my email. As I stated in my first response, all of this is easily seen on our front door. As of today, 12/20/2023, I will redo the information listed on the front door and put it in bigger and bolder letters to be easier seen. As far as the water incident, we had a severe storm come through and that incident is out of anyone's control. We did dispatch a team immediately. Having well water does come with a huge list of liabilities and that is why it is outsourced to *** Enviromental to ensure that it is maintained and if an issue was to occur (it does happen), they can respond immediately to diagnose and resolve the issue. As far as corporate not answering, I cannot comment on that because I have no way to verify who was there when the complainant called. As employees, we call several times a week and do not have any issues with reaching anyone. I don't have much more I can say to resolve this issue.