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:06/05/2025

  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.

  I had a tree fall on my home. Went to purchase a new home from American Family home sales. Put $66,000 down in cash money order. Waited for 3 months for them to deliver my home. When I contacted them for a delivery date was told they just got back from a vacation out of the country. No site check was done for 3 months and then was told they can't deliver a home to me where I live. They used my money for vacation leaving me homeless for 3 months with no intention to deliver me a home. I bought a home from across the street at ******************** and they got my home delivered and installed on my property. American family home sales will take your money to go on vacation with no intention to deliver you a home.

  

  Business Response

  Date: 06/07/2025

  Christina came into our sales center to purchase a single wide since her home was damaged by a tree. Her first time in was in July 11,2023, at that time she said she wanted to purchase small single wide 16x62.  We talked about the damage and what needed to be done to remove the other home and that a new set of piers would be needed.  We wrote it up and she put down $12,000 for me to sell her the display off the lot. Before she left she stopped at the home and looked under the home claiming there was damage to it and when I told her what she was looking at was a board that is there so you can get to the plumbing in the master bathroom. All homes have a access panel to be able to do the repairs if needed. 

  After much discussion that next week she decided she wanted to purchase a different singlewide display. This was a 16x76 home, and a new contract was written up on August 1, 2023 and additional money was paid.  We had many discussions back and forth and there became trust issues. John went and met with the contractor at her site and additional concerns came up due to getting a 76 foot home on her site. The road into her site caused concern for the transportation guy so he suggested we take a second look.  In the end we decided it was best for everyone to release her from the contract and refund her money.  I have attached a copy of the refund check. She was charged for the transporter trip to the site and then for a second site check when John went and spoke to the contractor. 

  I am a little confused as to why 2 years later she is complaining against us. This is listed as repairs needed when she purchased a Clayton home. She needs to contact Clayton for her repairs. 

  Customer Answer

  Date: 06/13/2025

  THIS REPORT IS ONLY TO WARN OTHER CUSTOMERS WHO ARE CONSIDERING BUYING A HOME FROM THEM, AND MY OWN PERSONAL EXPERIENCE. 

  THIS IS TO PREVENT AMERICAN FAMILY HOME SALES OF FALSE PROMISES, BAIT AND SWITCH AND FRAUD TO OTHER CONSUMERS. 

  
  

  There was only one site check by American Family Home Sales with my contractor, and that was after 3 months of me being homeless, living out of my car for a while, and them having all of my money. All work, inspection and permits were completed for delivery three weeks after paying $77,000 to them. I was told by Co owner Kim that I was next in line for delivery, but not true. 

  I'm not quite sure about why she added anything about Clayton Homes and repairs should be performed by Clayton Homes. They were a great company to buy from, and they got a home in on my property with no problems. Resons of why American Family Homes stated they couldn't deliver a home to me that it couldn't be done with getting back into my subdivision with the home. I just suggest not buying anything from American Family Home Sales in Troy, MO.

  
  

  
  

  
  

  

  Business Response

  Date: 06/17/2025

   We are a family owned business that takes care of each customer as we can. We had several customers that were signed and waiting on their homes, so we can't push your job in front of everyone else.  After you got your permits and contractor lined up then we scheduled John to come to the site. The driver looked at the site prior and had some concerns about getting that long of a home into your property.  I am glad you were able to locate a dealership that was able to help you get into a new home. 

   

• Initial Complaint

  Date:09/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a used doublewide mobile home on 3/11/23. Paid $44000 in full. Wasn't told they didn't have a title and didn't know when they would bc it had to go thru court. Got the title on 7/5/23 and was put on the bottom of the delivery list. Trailer wasn't delivered until 8/22/23. Blocked and leveled 2 days later. Didn't return until 9/5/23 to begin set up. Finished on 9/8/23. There was only one key to the home and they lost it. Was told they had left the door unlocked but they hadn't. Had to break in. My contract says I get a set of used steps and trim out is included. No steps were delivered. Broken trim around back door wasn't replaced. When told steps were in my contract they said they would find a set and I could come and get them. I said I wanted them delivered. Brought a set of unsafe steps (rusted out frame that steps weren't attached to and only one side rail). I was told wouldn't fix door trim bc I bought trlr As Is. However there was no siding or door trim on the end of the doublewide when I bought it and they didn't tell me it was missing so how would I have known. Again, contract says trim out. I've had to make many many phone calls to get anything done or resolved. I have kept a journal of phone calls, texts, emails. Approximately 35.

  

  Business Response

  Date: 09/19/2023

  ************************* bought a used home for $39,900 then added the set up of $3,500, Interior trim out $600, New AC $2,500, and New skirting $2,000.  That comes to $48,500 then ***** asked for a discount since she was purchasing this home for her daughter that needed a place to live.  So **** reduced it to $44,500 but then asked to come down again to $44,000.  That did not include steps since the price of steps has gone up, she asked for an old set that we may have here at the dealership.  He said he would have to see if we had any at the time when the home was delivered but nothing was promised.  He also agreed to fix 3 windows and the gaps. ***** paid in full $44,000.  I (*******************) came in the following day to type up a contract and had her come in to finish the paperwork since **** was unaware of all the paperwork that needed to be done.

  The contract was discussed with *****, **** and myself to make sure I had it correct according to what he sold.  I noted on the contract that the 3 windows were to be replaced and noted it to have old steps on the contract. Normally steps, new ac and new skirting are not included in the sale of a used home.  

  Unfortunately the home ************************* purchased was a trade in that another current customers husband had passed away during their purchase process. Since he passed the title to the home was held up in probate for a long time.  This was explained to ******* several times, I even gave her the name of the attorney helping to get the title released from probate. I even offered to give her the money back, I said I would refund it and she could look elsewhere but she chose to wait. She waited to get the property ready also saying she didn't want to put money out until she got the title.  The court system isn't the fastest and it took way longer than anyone ever thought it would.  Once I received the title it was turned over to ******* to do the title work in her or her daughters name.  

  ************************* decided to wait to install the piers for the home until June 13th, months after writing the contract and I explained at that time we need the piers poured and the land prepared before we can set up a time to bring out the home.  Once the land is ready, we add the customers to our schedule. I told her at that time we would get her delivered as soon possible.  Every time I talked to *****, I thought the conversation went well until the end when she felt we did her wrong as this complaint states.  

  The home was delivered on 8/22/23 and I explained we were delivering a couple homes at that time.  This way our set up crew can move from one to the other, then they are not sitting here with nothing to do if it's too wet to deliver at other times.  All of this could have been done months ago but ************************* refused to do work on the property until she had the title in hand. Once I gave her the attorneys information that the previous customer was using to get the title it still took more time to finish the property. 

  We only were given 1 key to get in the home from the previous customer, and some how the crew ended up loosing it.  They told me they left the side door unlocked but when ************************* tried it she said it was locked.  I'm not sure who locked it or why but I didn't have any other keys to offer her at that time. Normally the new customers change all the locks due to safety reasons. She called me saying that there was broken trim at the door and missing steps. I told her I would contact **** and get back to her. She proceeded to tell me that her contract says an old set up steps would be included along with trim out. I spoke to **** and said the ones we have are not good and was concerned about someone falling off them and coming back at us. I texted her saying I would find some out back and they could pick them up tomorrow. Her response was my contract says I get a set of old steps. Period. It does not say I need to pick them up myself.  It does not say installed therefore I fail to see how liability is an issue. Please deliver them asap. I later responded that **** did deliver them and the missing trim on the exterior door, he does not have. The home was sold as is condition which she agreed upon.  The trim work we do is on the interior and we try to do our best to put a used home back together using what materials came with the home. 

   

   

   

   

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However I don't wish to pursue the matter further.
  
  Sincerely,
  
  *************************