Complaints

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

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  Clayton Homes, Inc.

  5000 Clayton Rd Maryville, TN 37804-5550

  
• 

  Clayton Homes In Pelham

  3260 Pelham Pkwy Pelham, AL 35124-2006

• 

  Clayton Homes of Dothan

  5214 Montgomery Hwy Dothan, AL 36303-1500

• 

  Clayton Homes

  7101 Moffett Rd Mobile, AL 36618-4145

• 

  Clayton Homes

  8691 US Highway 431 Albertville, AL 35950-0164

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:06/26/2023

  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.

  We purchased and moved into our home in 03/23. Upon closing, we have reached out to multiple people at Clayton Homes plant in Richfield, NC in regards to multiple repairs but the main concern being the flooring. Subfloor was not screwed down in multiple spots, nails are coming through the linoleum, the transition pieces where two parts of home were put together have completely came off, a soft spot that feels like there is no subfloor underneath, and multiple scuffs/cuts in linoleum that were present prior to closing. We were promised a settlement for us to hire our own flooring company, only for a “manager” to call us and tell us they could make the repairs themselves but would cut linoleum and repair individual spots (approx 20-30spots which would be ridiculous) but we just wanted someone to come out and assess the damages. And then now nobody will call or text us back. We have had no response from the plant in the past 3+weeks. This is a major safety concern as nails are sharp and we have toddlers. Also, the transition pieces we have taped down and they are a huge tripping hazard. Three months later and nobody has even came to our house to look at the poor condition of the flooring.
  We also have issues with doors not closing or very crooked, baseboards don’t touch the floor, walls that are not straight and “bumpy” paint, and broken piece on the refrigerator, “rotten egg” smell when it rains or if we use the 2nd bathtub, the list can go on & on..

  

  Business Response

  Date: 06/30/2023

  The Home Building Facility has left a couple voicemails for the customer to try to resolve her issues. If you could please return those calls so we can get your service resolved.

• Initial Complaint

  Date:06/23/2023

  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.

  I purchased my modular home from the SOUTH CHARLESTON clayton home center in December of 2021. The house was officially placed and set on my property in March 2022. I was told “one week for parts to arrive, one week to fix damages, and a day where they send someone to clean their mess & you will be ready to go” After several months of different people just showing up here & there to fix this & that, (several people had to come because the first guy *** done such a horrible job, they were all in shock) , I was finally able to move into my home in October of 2022. However, there were still major cracks in the living areas and MB. Filed a formal complaint with corporate, which led them to bringing in a guy from outside of their company to fix their mistakes. ***** ******* was sent to do an inspection & gather a final list of final repairs in January. Feb 2 was supposed to be the final day to finish my house. They came Feb 2 fixed a few minor places in the walls and ordered kitchen cabinet doors that could not be fixed. June 20 I had someone show up at my door to fix said cabinet doors after MONTHS of no communication or contact at all. This is a BRAND new 250k house with major places in the ceilings and walls that have been “fixed” several times by clayton homes. The lack of communication, skills, knowledge & overall customer service at this home center is poor & seriously needs to be addressed.

  

  Business Response

  Date: 06/29/2023

  Ms. ******, we are sorry to hear of your dissatisfaction as
  customer experience is very important to us. After speaking with the South
  Charleston location, it has been determined that a representative was able to go
  to your home and complete repairs. The punch list has been completed on their
  end; however, someone will be reaching out to you to confirm that there are not
  additional concerns. 

• Initial Complaint

  Date:06/05/2023

  Type:Delivery 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.

  Purchased home from Clayton Homes in Lancaster, SC. Home was delivered to the dealer October 17, 2022. It sat on the lot until the beginning of January, although this was not the fault of Clayton, but the park that the house is being placed upon not prepping the site. The house was delivered to the site in the middle of January, and we were promised that it would be ready in a 10 to 12 week timeline. It is now June 2nd, and the house is not ready for occupancy, and the Clayton Homes in Lancaster will not respond to our emails or accept our telephone calls to cancel the transaction and have our money refunded to us. We gave them a deposit of $50,000., which was approximately 50% of the cost of the house. At this point, I don't know what other actions that are available to us to recoup our funds and move forward with finding a new home. During this entire situation, the market on our home has dropped $15,000. and we still have not been able to move.
  I am attempting to retire from my job of 30 years, since I am 70 years old and work outside daily and am starting to feel the effects of the manual labor that my job requires.
  All we want is our funds returned to us as soon as possible so that we can get on with our lives, and my wife and I can enjoy the beginning of my retirement.
  Thank you for any assistance that you may be able to provide to us.
  
  *** & *** ***** *****

  

  Business Response

  Date: 06/05/2023

  We have spoken to the Home Center, and they have already advised they will be preparing the necessary paperwork in order to back the deal out. Once that is completed they will order the full refund, which normally takes 7 to 14 business days to process. 

• Initial Complaint

  Date:05/25/2023

  Type:Billing 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 was told no payments till 30 days after moving in clayton messed up the time frame and is doing a poor job keeping up with what is going on in there jobs. We were told by **** ****** they will make the first month payment since they have the house behind on finishing date. Now he is trying to say he didn't say that because he made a promise he didn't get cleared for the amount is 1600. The house is yet to be done first payment is June 9th. They have delayed contractors time and time again not knowing what's going on. **** ****** told us to email him the bank stuff so he could send it in and get our first payment made on May third.

  

  Business Response

  Date: 06/01/2023

  Mr. ****, We are
  sorry that you feel we have let you down as we truly want all of our customers
  to have a world class experience. After further evaluation, it has been
  determined that the home completion has been executed in an acceptable
  timeframe. In addition, the sales agreement that was signed states that there
  cannot be a completion date provided as many factors and possible delays
  outside of the control of our teams can occur. One of our Walton team members
  will be in contact to further discuss your payment concerns.

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The house is still not completed. So was not done in a timely fashion. Also there is no answer for the payment in writing.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:05/17/2023

  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.

  Cannot get any repairs completed on major damages. Unable to use any showers in all three bathrooms. Floor joists in living room loose. All interior doors are crooked. All windows not sealed properly causing major air leaks. Major water leak under house. No hot water for over ten days due to bad water heater. No heat in one- half of house for over two weeks when temperature was minus 4 degrees. All shower surrounds are improperly sealed and installed. Interior trim throughout house installed improperly. The shower issue is causing major problem, as my wife is 100% disabled and cannot use the bathtubs. ^Toilet in one bathroom setting over one inch off of the floor. Have over six pages of items requiring repairs.

  

  Business Response

  Date: 05/26/2023

  Mr. ********, we are sorry to hear of your dissatisfaction as
  we aim to provide a world class experience. After speaking with our Buckhannon
  location, it has been shared that since this submission, they have been in contact
  with you and have set a time to visit your home on May 31st. We greatly
  appreciate your patience as we work towards a common goal.

• Initial Complaint

  Date:05/12/2023

  Type:Order 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.

  After agreeing to a price and financing, clayton homes after a number of weeks, informed me that the home I had selected couldn't be sold to me after all at the agreed price. I was told that they realized that the home was manufactured months ago at higher cost and could not be sold to me. They said they could get one from the factory on June 25th for the same price. That would have meant an additional two months rent I would have to pay while waiting for the home. My rent is $1285 per month. They expected me to pay $2470 to wait for the home. Had already spent $2470 waiting on the original paperwork as my lease had elapsed and I was paying month to month.

  

  Business Response

  Date: 05/19/2023

  Mr. ******, thank you for providing your feedback. We are sorry that we were unable to meet your needs at a price that would be agreeable, and we sincerely wish you the best in your home buying endeavors. 

  Customer Answer

  Date: 05/19/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/12/2023

  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.

  We have had problems from the very beginning! Our story is quite long, so I will try to make this has short as possible. Buying a home should be a pleasant experience. Ours definitely was not! We have purchased a home previously so we understood the process, ect. First go around we were treated respectfully and they did everything in the contract. This house purchase every time a worker would come to “fix” something they would either make it worse or break cause more problems with our house. We were told we had a 1 year warranty. It’s been 9 months and they are acting like they don’t want to honor our contract. This company messed up our rug next up our fireplace. They have attempted to “fix” several times! It looks worse than it did when they first started the “fixing process. The rug is literally pealing off the floor. I have sent pictures and videos. It’s pretty clear in both that it looks atrocious! Their response was they didn’t see they problem. We also have a bathroom door that won’t shut or lock. They are several more issues. My husband contacted them after last visit and they said we are in process of scheduling them to come back out. We waited over a month. We had not heard anything so we reached out yesterday. The same person he spoke with flat out lied and said he never spoke to my husband in regards to that and that they had already been out. I would love for them to get the job done correctly when they are in. This is ridiculous that they do such a poor job I have to repeatedly contact in regards to the same issue and some new ones. I would never recommend this company to anyone! If we could go back we would patronize this place at all. Totally disrespectful! All they are about is money! They don’t care one bit about doing the right thing and standing behind their contracts/promises and products! Repulsive! I am trying to set up a service call and they are refusing to come out! They do not stand behind the warranty or their homes!

  

  Business Response

  Date: 05/12/2023

  Mrs. *******, thank you for providing your feedback. We were able to review the service history with the manufacturer of the home, and according to *****, there is no pending service that they have been made aware of. Based on the review of the attached service records, all pending warranty service has been completed and signed off on, indicating that the repairs were completed to your satisfaction. A representative spoke with you following the most recent service visit on March 28th, 2023, and no further repairs were mentioned at that time. 

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  These issues occurred after this service call, which I have already explained! The rug they fixed, is already coming off the floor!  The bathroom hallway door not shutting locking is a new issue!  The fireplace area is a new problem we just found! I was satisfied at the time of the service call.  These are new issues!  Do you not stand by warranties?
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 05/19/2023

  Ms. ******* our homes do carry a 30 day cosmetic warranty and 1 year Structural warranty and we do stand behind out work and warranties. The Home Building Facility was unaware their were still issues or new issues from previous repairs. Please forward a list of your concerns and a few photos to [email protected] and reference Acct #2204093 and we will be happy to have the Home Building Facility review and advise on.

• Initial Complaint

  Date:05/12/2023

  Type:Order 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 purchased a home in October of from Clayton Homes in Texarkana TX, it took 3 months to get the house to our home site. When we got to do a final walk through we pointed out that the doors are warped, there was bubbles in the flooring, the top of the window sills are shaped like an upside down rainbow. A few months after we moved in we noticed there are nails protruding from the floor, floor boards are coming up and we was supposed to have 1 1/4 inch PVC pipe from the water meter to the house which is approximately 500 feet and they used 3/4 inch PEX line and they have not fixed the doors and keep giving us the run around when we try to contact them with these problems.

  

  Business Response

  Date: 05/16/2023

  Mr. ******, thank you for providing your feedback! We have reached out to the home center where the home was purchased, as well as the home building facility that built the home. During the warranty period, Clayton was made aware of the flooring issue and offered to repair flooring, as well as make corrections to the subfloor. However, this repair would result in transition trim pieces in the floor, and this was a repair that you declined. In lieu of this repair, the home center and home building facility offered a monetary settlement so that different repairs could be made with the contractor of your choice. This offer was also declined.

  We have reached out to the contractor that installed the water lines to your home, and he has advised that 3/4 in. pex line was used between the edge of the home to the fresh water tie-in, which is approximately 100 feet. He stated that the remaining footage between the edge of the home to the water meter is 2 in. PVC waterline. This was also checked during the warranty period and no faults were found with the installation at that time.

• Initial Complaint

  Date:05/04/2023

  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.

  I closed in my modular home on May 13, 2022 for $175,000.
  
  Initially 5/10/22 my septic tank was installed in the wrong place. Even though my dad met with the installer and told him exactly where the septic tank should be placed. They also had plans showing the layout with the precise measurements of where the septic should be placed that they chose to ignore. This negligence leaves me unable to add a porch to my home. The building manager was unable to show up even though I contacted him the day before to notify him that I would have my dad there and he assured me that he would be there.
  
  Then less than a month after moving into the home the A/C line collapsed under my home. This was around June 25 2022. Leaving me without ac and a place to stay. Not to mention my AC bill was ridiculous.
  That was repaired by an a/c technintion however, I never received compensation for the AC bill nor finding another place to stay. I will note that I have a 10 year repair warranty that covers issues like this.
  
  The latest issue is that the floor all throughout the home is sinking. It is collapsing. I have visible areas where, there a dips or potholes in my floor. In addition to the holes my home splitting along the main seam line throughout the length of the home. And if you look at the ceiling you can also see spots where it is starting to droop as well. I have made numerous attempts to have the company come out and make the repairs as stated per my contract and extended warranty.
  
  Each time they are scheduled to return, at the exact date and time of the scheduled appointment they call and cancel. With no prior notice. This first happened on Feb 20, then again on April the 22, and most recently May 2nd. Their next scheduled date to make come make repairs is on 5/19.
  
  Please help. All that I want is to have a new home that should last 20 years and mine is falling apart in under a year.
  
  Thank you,

  

  Business Response

  Date: 05/05/2023

  We apologize the appointment had to be rescheduled from 5/2 as the service technician was sick and the Home Center has rescheduled for 5/19. We have spoken to the Home Building Facility and when they were out on December 14th they advised they would be returning to address the flooring after the dehumidifier in the crawl space had ran a couple months. They will be reaching out to come to the home the week of May 15th to do a moisture check in the crawl space and advise on the next steps to get the flooring addressed.

• Initial Complaint

  Date:05/03/2023

  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.

  Clayton Homes of Dublin VA sold me a defective Rutledge Cheyenne Modular Home. It has failed inspection 3 times. Their repairman has been here making several attempts to fix problems to no avail. For every fixed issue, a new one comes up. Salesman picked a front door to replace the one I ordered. Salesman B. *********** decided where to put my driveway by interpreting a drawing his manager made with my input wrongly. Now Mr. *********** tells me he is just a salesman, after ruining aspects of my new home. The entire surface of both lots we purchased was nice green grass. The back of the house is the only area that got some topsoil spread on it and new grass is growing. The front of the house is muddy clay and gravel. What happened to my topsoil? Grass will never grow. Sewer pipes in front yard left at 18 inches above ground level. Water meter above ground level. Fire hydrant on corner above ground level. Large rocks and large pieces of concrete blocks left mixed with dirt throughout lot. Today we found out that the plumbing holes were never filled around and insulated. This is the 7th new house I have bought. At 71 I am too old to mess with this mess. Anything you can help with is greatly appreciated.

  

  Business Response

  Date: 05/04/2023

  The Home itself has passed all building inspections, this is a Blower Door Test now required in the State of Virginia on Modular Homes. The Home Building Facility as well as the Home Center will be at the Home on Monday 5/8 to address. the yard was backfilled, seeded and strawed. With the high winds in the area after this work was done would have blown the seed and straw around. Once we pass the Blower Door Test we can receive the permanent Certificate of Occupancy.