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

  
• 

  Paradise Homes

  187 Highway 231 N Troy, AL 36081-1766

• 

  Clayton Homes

  2270 7th St S Clanton, AL 35046-6300

• 

  Freedom Homes of Alexandria

  6962 US Highway 431 Alexandria, AL 36250-5063

• 

  Clayton Homes

  7101 Moffett Rd Mobile, AL 36618-4145

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:05/02/2023

  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.

  purchased our home in august of2022 ever since we have had it things have not been fixed or either attemted to fix and made worse have contacted the company on numerous occassions always a reason for not being able to have the problems fixed. have been told a company as big as clayton homes does not have anyone that can come and fix the problems we have .. last email was sent today 5/1/2023 still the company has no idea as to when the repairs are to be done. they have openly agreed to floor problems and have even offered money to replay our own floor ourself but of course we wil still have gaps and unnecessary roll overs in the new floor that was suppose to be brand new.. we have gaps in our siding on the outside of our home and i know that the rain is seeping through to the inside underneath .. noone is avaiable to fix these problems and i feel that they are wanting to let the warranty run out ... need assistace with this issue because time is of the essance .

  

  Business Response

  Date: 05/03/2023

  We have reached out to the Home Building Facility and it appears the contractor has spoken with the customer and will be at her home week after next to take care of the repairs. We do apologize for the delay.

  Customer Answer

  Date: 07/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I HAVE ALREADY FILED ABOUT 3 COMPLAINTS AGAINST THIS COMPANY AND STILL THINGS HAVE NOT BEEN RESOLVED. EVERYTIME THEYSAY THEY ARE GOING TO HAVE THINGS TAKEN CARE OF THE SAME PROBLEMS REPEAR THEMSELVES OVER AND OVER . ME NAD MY HUSBAND AGREE THAT CLAYTON HOMES IS JUST TRYING TO RIDE OUT THE WARRANTY. I HAVE NUMERSOUS EMAILS AND NON RESPONSES FROM THE HOME OFFICE WITH A LADY NAME CASS THAT SUPPOSIVELY SAYS SHE IS GETTIHNG AHOLD OF PEOPLE TO COME AND DO REPAIR WORK. PEOPLE COME AND I GUESS THEY HALF WAY REPAIR THE ISSUES BECAUSE THE SAME THINGS HAPPEN OVER AND OVER AGAIN. OUR FLOOR BUCKS ALL OVER FROM ONE END OF THE HOUSE TO THE OTHER. SIDING THAT WE TOLD THEM NEEDED T BE FIXED NOW HAS INDENTIONS ALL OVER FROM WHERE I GUESS THEY NAIL OR SCREW OR SOMETHING LOOKS HORRIBLE MY FLOORING HAS BEEN COMPLETLEY RUINED AND THEY SENT ME PAPERWORK ADMITTING THIER FAULTS BUT ONLY GIVING US 1,000 TO REPLACE THE ENTIRE HOME. BUT IS NOT STATING THAT THE REST OF THE HOME IS STILL WARRANTIED . WHEN ASKED TO SEND ME PAPERWORK IN LAMEN TERMS THEY REFUSED SO I WOULD UNDERSTAND EVERYTHING IN THE PAPERWORK NOW!!! WE HAVE SHINGLES ON OUR ROOF THAT YES HE CAME AND TRIED TO NAIL IT DOWN BECAUSE I STILL HAVE NAILS ON Y ROOF. THE SHINGLES ARE STILL BOWED UP. WHEN I SENT THE LAST EMAIL TO THE LADY NAME CASS SHE REPLIED " LOOKED FINE TO HER " NOW TELL ME HOW CAN SHE BE A ROOFER AND WORK FOR CLAYTONE HOMES IN THE OFFICE.. iM TIRED OF ALL THIS THAT IS DONE THEY NEED TO JUST REPLACE OUR HOME WITH ONE THAT HAS NO ISSUES OR HAVE SOMEONE THAT KNOWS WHAT THEY ARE DOING COME SO IT DFOES NOT KEEP REPEATING THEMSLEVES OVER AND OVER . ALSO AS STATED AT THE FIRST OF THIS LETTER I HAVE FILED NOW ON THE 3 OR 4 TH TIME FOR THIS ISSUE. WHY HAVE I NOT BEEN TOLD IF THE COMPANY CLAIMS TO HAVE SETTLED BECAUSE IT HAS N OT BEEN SETTLED.

  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 08/01/2023

  Ms. *****, we apologize for your frustrations, however, our
  teams have completed service work to your home and are able to provide copies
  of the signed work orders. Your home had a cosmetic warranty that has since
  expired in addition to your one-year structural warranty that expired in March.
  At this time, no further work will be completed.

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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.

  Moved into NEW home March 2023. June 2023 floors bowing and had indentions. Marriage covering in middle of home not flush with floor. Workers replaced it three times, finally went under home to do something that helped, although it is still not flush. Can't be placed in center anymore because a worker nailed vinyl to wood whole length of area. Back door will not close correctly. Replaced door w/casing but still not closing correctly. Workers sanded areas in floor. Helped at first but areas coming back up. They cut vinyl from wall, had to add shoe molding, and left cuts in vinyl. Factory worker came, had to add a 2x4 under floor in pantry because it was missing! Fixed huge hump going into laundry room, caused another indention in front of dryer. Bathroom floor has gap under door frame now. Something is very wrong with the floors in this home. We have bought and lived in several new manufactured homes over the years and have never had this type of issue. If the issues are coming from the set-up, the way it was built at the factory or whatever the reason, it needs to be repaired as soon as possible to prevent further damage to the structure of the home. There are still many places in flooring all over home that need to be repaired. All areas were taped for workers to see but were ignored, as well as other issues that have also been ignored for months. Yesterday I fell in the kitchen due to the uneven floor. I do not want to worry about my Dad falling and getting injured. He lives with us and is 72 years old. I did finally spoke with Manger at Clayton Homes in Athens. He told me he did not know all this was happening but wanted to make it right. We have gone back and forth with emails for about nine months now trying to get the issues resolved. Yes, he was cc'd on emails. I looked at trading. I want to trade because I am afraid this home is structurally unsound now, but they only had three homes that would work. Home I liked was over budget with allowed trade in value. Last email stated Manager was coming to our home to see things for himself. I told salesperson I didn't want him to think we are trying to be hard to get along with. Was supposed to be contacted around Monday April 17th to set day and time. Still no word on when or if he is really coming or when they will send a repair crew. In the past I didn't hear back until I reached out again. I have sent numerous photos but will be more than happy to resend if needed. Thank you.

  

  Business Response

  Date: 05/23/2023

  Ms. ********, thank you for sharing your concerns as
  customer experience is very important to us. We have already contacted our
  teams at our Savannah manufacturing facility and Athens retailer. Your concerns
  are currently being reviewed and someone will be reaching out to you as soon as
  it is possible to discuss further. We greatly appreciate your patience while waiting.

  

  Business Response

  Date: 05/24/2023

  We have already contacted our teams at our Savannah manufacturing facility and Athens retailer. Your concerns are currently being reviewed and someone will be reaching out to you as soon as it is possible to discuss further. We greatly appreciate your patience while waiting as we do need some time for review. We hope to have that contact completed very soon.

  Customer Answer

  Date: 05/24/2023

  
  
  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:04/25/2023

  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 bought a new mobile home from Clayton Homes in Glasgow KY on 5/2/2018. The roof has been leaking probably ever since we bought it. We did have the inspector come out and look at it from the extended warranty. He said our off roof was in excellent shape LOL. We have put a new roof on and this is what we found. The trusses on our home are broken. I have pictures to verify. We will probably be putting on new vinyl siding next because the walls are probably rotted out too. This is a 2017 home should not be in this shape! I WOULD ADVISE EVERYONE NOT TO BUY A CLAYTON HOME!!! VIN number is ***********.

  

  Business Response

  Date: 04/28/2023

  Ms.
  ********, We are sorry that you feel you have not had a positive experience as
  customer experience is very important to us. Unfortunately, it appears that
  your one-year standard Clayton warranty expired in 2019. At tis time, we would
  require an official insurance adjustors report stating manufacturing defect or
  error before considering assistance with your concerns. If you are able to
  obtain such a report with this indication, we would be happy to review it.

  Customer Answer

  Date: 04/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the 1 year warranty should not make any difference because the only way to know trusses are broke is to remove roof and you should not have to put a new roof on before 1 year. I would never buy another Clayton home and none of my family or friends would either. They are JUNK!!!!
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:04/18/2023

  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.

  I bought a mobile home from clayton homes they set it crooked as all get out. Then tried to get me to pay $900 to shift it sideways

  

  Business Response

  Date: 04/18/2023

  Mr. ******, thank you for providing your feedback! When
  setting the home, we ask the buyers to stake the location of the home so that
  the moving contractors can place the home in the desired location. The home
  center advised Mrs. ****** to do this, and the pad was built to the
  specifications that she determined.
  
  Although the pad has been built to the buyer’s
  specifications, the contractor would be able to rebuild the pad to a new
  location. However, the contractor would need to be compensated for the
  additional labor; since the pad was placed correctly the first time, any
  additional labor costs would be at your own discretion. 

• Initial Complaint

  Date:04/18/2023

  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 a Clayton home in March of this year (2023). We did a walk through of the home and made of list of things that needed to be done before moving in. A month later the things were still not finished. They told us they wouldn’t finish until we paid for the house in full. We have paid for the house and these items have still not been addressed. We keep getting the run around on why things are not finished. If they are not going to complete their set up they do not need to charge a set up fee as this is fraud. Example (painting touch ups, base boards and trim boards not complete, shingles were blown up during transport, fireplace had a crack.) just a few of many issues we are having.

  

  Business Response

  Date: 04/18/2023

  Mrs. *****, thank you for providing your feedback! We
  apologize for the confusion about the repairs for your home. Home setup
  includes only the initial placement of the home. Your home has a one-year
  manufacturer’s warranty for the items mentioned, but this warranty does not
  begin until the home is paid in full.
  
  We have reached out to the home center in regards to the
  service to the home, and they advised that they have been in contact with Mr.
  ***** about these remaining repairs. The contractor currently has two homes
  ahead of yours and then will be able to complete your warranty repairs.

  Customer Answer

  Date: 04/30/2023

  I sent a response back but it apparently didn’t go through. I attached a screen shot of it after I typed it. Also if I wanted a half put together home I would have just bought a used home. We would have done the rest ourselves if that’s what you’re saying about you only put the house together and do not complete the set up. 

• Initial Complaint

  Date:04/18/2023

  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.

  Purchases a new modular home from them in July of 2017 my floors are black mold and falling out have reached out to them they keep passing me to other people saying not there problem it has 25 year warranty on roof and floors I need my home fixed insulation has been ripped out from under my home now for 3 months if you can’t get me on number left on file can contact me at ************

  

  Business Response

  Date: 04/21/2023

  Mr. *******, our goal is to provide A+ service and are sorry
  that you feel we have not done so. After further review, it has been determined
  that that the issue was not the fault of our Clayton Addison manufacturing
  facility. This was discovered after an inspection was completed. A claim was
  sent to thee OSB company on your behalf requesting that they inspect their
  product to ensure it was not effective.

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I bought my home from Clayton Homes not the OSB company. It is Clayton‘s responsibility to get my floors fixed and then settle with the OSB company. We were told when we bought the home from Clayton that we have a 25 year warranty on our floor.
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/17/2023

  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 a home from the White City Oregon location in November of 2020. Expected deliver was 8 to 12 months. House was finally delivered to my lot in September of 2022. Seven months later I am still not living in my house. Was told all the delays were due to the finance company. The house was not completed in time and loan approval expired. When the house was finally ready, financing went from 4 percent to 5 percent and my payment went from $1200 dollars to $1500 dollars. There have been 2 contractors on this project. The first contractor disappeared after a year because the house wasn't ready and now the second contractor is missing half the time. I am beyond furious and disgusted. I feel like my next course of action is to get legal advice to resolve this. These delays and lack of urgency to complete the job are delaying the sale of my current home for the second year now. I feel I should be compensated for all the stress and life alterations I have had to make.

  

  Business Response

  Date: 04/18/2023

  Mr. *****, thank you for providing your feedback. We have
  reached out to your home center to determine what items are remaining for the
  setup of your home. Currently, there is a pending inspection. Once the
  inspection, the steps to the home will be installed and the home building
  facility will complete interior work to the home. We recognize that there have
  been contractor and weather delays, and we appreciate your continued patience
  as we work toward the common goal of completing your home setup.

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have been given this response many times before.  I would like a completion date for June 1 2023.  If this date is not met then there needs to be some kind of retribution in the way of compensation for missing the deadline. I'm not going to expell any more of my time and aggravation into this.

  Thank you for your attention with this matter.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/10/2023

  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.

  I baught a new Clayton Home in 2021. Since then it has had a few proublems. Where Clayton Homes put it together at both ends the concrete siding I payed an extra $6,000 for is coming off do to it's not installed right, one piece is laying in the yard. I called the people with the warranty that Clayton Homes sold me and they don't cover the siding that was never installed right. They used finishing nails. I called Clayton homes and the year warranty is out with them. ???? I feel Clayton Homes should call me and make arrangements to have this siding removed and reinstalled right. The front and back side of the house the factory installed right. The issue is with both ends Clayton Homes installed. As you can see the little headed nails is just pulling out.

  

  Business Response

  Date: 04/21/2023

  Mr. *******, thank you for providing your feedback! We are sorry to hear about the issue with your home. We have reached out to the home center that installed your home and their contractor had agreed to return to the home to correct the issue with the siding. However, once they contacted you, it was determined that the repairs had already been completed by a contractor of your choosing. If you would like, you may provide a detailed invoice on company letterhead for our review.

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Here is a canseled check for $1,200 where I had it fixed. Clayton Homes call and they offered to come out till I told them You called too late. I called and spoke to there manager **** before I had it fixed. He never even responded like they would fix it. I called them a year ago about another issue with the house where the roof was leaking on my cook stove **** informed me they didn't warranty any of it after a year, so I had the siding fixed. Here is some of the pictures of damage Clayton Homes owes me for on top of the $1,200. Sorry I had to respond like this but im not sure you got my pictures and information on the timed out email earlier today.

   

  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/02/2023

  
  Mr. *******, thank you for reaching out with the additional
  information. Unfortunately, an official invoice for work completed is still
  required for our team to review. This invoice would need to be provided on
  company letterhead. This would be considered above and beyond in terms of
  consideration due to your home’s warranty having expired in January of 2022.
  Again, this will only be for our teams to review and does not guarantee
  compensation.

• Initial Complaint

  Date:04/05/2023

  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.

  Poor Manger in Richmond Ky and Had some repairs and it's taking them forever to fix things I have been waiting on a back door forever

  

  Business Response

  Date: 04/11/2023

  Mr. ********, We strive to provide top tier service and are
  sorry that you feel you have not received this. Our Richmond location has informed
  us that they have already been in the process of addressing some repairs but
  are also waiting on parts. A representative attempted to reach you yesterday to
  discuss further. We appreciate your patience as we work towards a common goal.

• Initial Complaint

  Date:04/03/2023

  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.

  I entered into a contract with Clayton Properties Group II dba Oakwood Homes on 12/5/2021 to build a home at   I was expecting to close on the property on 3/1/2023 but the home flooded 1 day prior on 2/28/2023. Oakwood stated the cause of the flood was a broken T, located in the finished soffit between the main floor and the second floor. **** ******* stated that it was Uponor manufacturer defect of a T. ***** ********* backed off and said they're not sure what caused the flood. A flood mitigation company was called in by Oakwood. Since it is unknown what caused the flood, my wife and I were concerned that all of the rest of the ******** could cause a flood again, since all of the ******** was done by ******* ******** and with Uponor parts. I informed Oakwood after the flood verbally, that we didn't want to purchase the home. ***** ***** from Oakwood sent a docusign mutual termination of contract with funds retained at their discretion, but omitted the construction defects and the reasoning of why. I submitted a buyer notice of termination with demand letter for our deposit of $20,116 which included their breach of contract to deliver a home as specified in the contract. Oakwood council *** ***** sent me an email on 3/30/2023 accepting the cancellation of contract, and declined to return our deposit, stating that we were in breach of contract for not purchasing the home. Aside from the flood, Oakwood also installed the stucco at below freezing, which I documented and is outside the manufacturer's specifications. The stucco already deteriorated. Oakwood also installed the stone veneer outside the manufacturer's specifications, which I also documented. Oakwood also did not pull a de-watering permit and turned our lot #23 into a 100,000 gallon holding pond. I called CDPHE and they came out and inspected the discharge and said it that "no permit was in place" but is required. There are many other workmanship defects

  

  Business Response

  Date: 04/13/2023

  We were in communication with Mr. ********* weekly
  throughout the entire build process, addressing any questions and concerns as
  they were brought to our attention. We’ve also provided all contact information
  for the stucco and stone manufacturers per his request and have been completely
  upfront and transparent with addressing his concerns. The building process was completed in full cooperation with
  the state and city regulators, and in compliance with all applicable codes. Under
  our Sales Agreement, which ****** ********* and ****** ***** acknowledge they
  terminated, a buyer does not have rights to the property prior to close; the
  buyers terminated the contract prior to close, forfeiting their monies. If the
  buyers decide to return and sign a contract with us within 12 months of the
  original cancelation, we will provide a credit for the forfeited monies.

  Customer Answer

  Date: 04/18/2023

  Specifics not addressed by Oakwood Homes.

  The cause of failure for why the home was flooded one day before closing date, was not addressed adequately.  We are particularly concerned about this, because we do not want to buy a home and live in a place where our health and safety is a constant worry. 

  Oakwood mutual termination of contract omitted the reasoning of why.  

  Oakwood never sent the stucco manufacturer information.

  Oakwood never acknowledged improper installation of stucco.

  Oakwood never acknowledged improper application of stone veneer.

  Oakwood did not acknowledge improper dewatering and provide associated permitted documentation.

  Oakwood did not provide permits from the city of Denver for electrical and ******** work done to mitigate the flood by a third party.

  Oakwood did not acknowledge third party flood mitigation.  

  Oakwood requires attendance at the Property by the future homeowner for the demonstration and verification meetings.  

  

  Business Response

  Date: 05/03/2023

  Mr. *********, thank you for providing your feedback. We have reached out to Oakwood, and they have advised that they were in contact regarding the issues raised at the time, including providing the contact information for the stucco and stone manufacturer's per your request. The building process was completed in full cooperation with the state and city regulators, and in compliance with all applicable codes. Under the Sales Agreement with Oakwood, the buyer does not have rights to the property prior to close; because this contract was terminated prior to close, the monies were forfeited. Due to these stipulations in the contract, we are unable to provide you with the refund you have requested. If you decide to return and sign a contract within 12 months of the original cancelation, Oakwood will provide a credit for the forfeited monies.