Complaints

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• Initial Complaint

  Date:03/12/2024

  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.

  On September 1, 2023, I bought a NEW MOBILE HOME at the ZIA FACTORY OUTLET IN LA CIENEGA. In December, 2023, they transported it and that day I went to see it and the next day, December 22, I was able to go in and see that everything was going well the following week. A team came and brought a man named ****** to repair the walls and doors. They worked for only 4 days where they damaged the walls. They did a terrible job. They broke the floor and left everything horrible, which I have proof of. When I called the company and speaking with **** and ***** we only received evasiveness and dissatisfaction after they were informed of the problems at home which caused them inconvenience because they did not respond anymore. After that my husband and I went to the office where he treated us ***** without giving us any attention or response and much less interest in the problem...later more problems arose in the house and no matter how many calls were made there were no answers ***** didn't even answer the phone again at this time we have paid a lot to a company It's called vallecillos so they can fix the house and also the stove doesn't work, it didn't pass the inspection and they don't want to take responsibility for anything and maybe I have to spend more money to buy and repair everything that was missing when the house was new and the owner *** DISAPPEARS JUST LIKE HIS WORK TEAM THEY DO NOT SHOW THEIR FACE OR TAKE RESPONSIBILITY FOR ANYTHING. since the stove that is in that new house is old and in poor condition was what the inspector said

  

  Business Response

  Date: 03/25/2024

  ********To whom it may concern, 

  In response to the attached complaint here is my response. Zia Factory Outlet Mobile Homes Sales takes great pride in all sales and service on every Manufactured Homes sold as we did with Jessica Rivera. Ms. Rivera bought a lot model home (see attached signed form) Zia reduced the sales price by $11,000.00. She walked the home several times on the lot during the entire sale. She has a one year warranty on the house from the Manufacture. She has not turned in her 30 day cosmetic list of items that need to be corrected by the factory. Zia did send back the set up crew to address her drywall concerns. She was still not satisfied. We contracted out another drywall contractor. He informed us that her husband took off original shelving and expected us to fix his faulty work. She was still not satisfied. We have ordered a new stove, once it is in, we will deliver to her. The hole in the floor was not there when we delivered the home. The factory has agreed to fix it. 

  Ms. Rivera has the right to file a formal complaint with the New Mexico Manufactured Housing Division. They will send out a state inspector to inspect the entire home for any code violations. If any are found, we will fix them in the amount of time given to us by the State Of New Mexico.

  Zia stands by the sale, delivery and set of home. Ms. Rivera has not allowed the factory to correct any issues she has with the home. Once we get her 30 cosmetic list, we will forward to the factory for their attention and correction of any item that falls within the warranty of the home.

  Respectfully submitted,

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

  

  Business Response

  Date: 04/05/2024

  To whom it may concern:
  
   
  
  Regarding customer’s complaint we received the new replacement stove and attempted delivery today. Customer refused delivery for today. Informed her to call the office when she could take delivery. The customer only speaks Spanish and some broken English. I had a hard time communicating with her. She did state an attorney wrote her last response to the original complaint. I told her to have her attorney to call me so I can explain to him the course of action to satisfy her issues with the home. We are willing to complete all service issues under the warranty. I believe the real issue is the communication barrier.
  
   
  
  Respectfully
  

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

  President

  
  

  Customer Answer

  Date: 04/08/2024

  Complaint: ********
  *** *********
  
  

  As this is beginning to become a racial issue, I am requesting that any correspondence regarding the stove be made via email. 

  I do not want, for there to be any issue, with you being unable to understand what I am saying. 

  The stove can be delivered on Monday or Tuesday with advance notice,  so that we can be there to accept delivery.

  After we receive the stove and the LP inspection is completed, this matter will be finished. 

  
  Regards,
  
  
  
  ******* *******
  
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]