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

  
• 

  Freedom Homes of Alexandria

  6962 US Highway 431 Alexandria, AL 36250-5063

• 

  Clayton Homes, Inc.

  3622 US Highway 31 S Decatur, AL 35603-1634

• 

  Clayton Homes

  911 US Highway 72 E Athens, AL 35611-4317

• 

  Clayton Homes of Bryant

  22524 I 30 Bryant, AR 72022-2572

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: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. 

• Initial Complaint

  Date:03/31/2023

  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.

  Clayton Mobile Homes promised to clear my lawn after I moved in the trailer I bought from them. They keep telling me they will clear my property the trailer is setting on but as of yet they have not. This has been ongoing since November 2022.
  Sincerely hope you will help me in this matter.
  The General Manager is ****** *****

  

  Business Response

  Date: 04/04/2023

  Ms. *****, thank you so much for taking the time to reach
  out and share your concerns with us. We're sorry to hear of these frustrations,
  as we want all our customers to have a positive homebuying experience. After further
  review it was discovered that the sales agreement that was signed states that
  there was no other construction to take place, however, our teams have decided
  to assist with you concerns as a courtesy. It has been advised that a meeting
  has already taken place to begin the process. We appreciate your patience as we
  move towards a common goal. 

• Initial Complaint

  Date:03/30/2023

  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.

  Hello.
  I reached out to Clayton home Lancaster in May of 2022 about a telling septic tank. I’ve been smelling and see waste in my yard. This ongoing issue has never been resolved and now the want me to pay to get a new septic . When I purchased my home new and a new septic. The person they got to fixed it has an LLC and is not standing by the repair. Why am I’m force to pay for a service that was never fixed from the start. I have messages from the home center and the septic people from when we first seen this problem which was about 5 month from the move in date and nothings been done. Actually had the nerves to tell me I had to many people staying in my home when I have a 4 bedroom home and I have 2 children and a husband.

  

  Business Response

  Date: 03/31/2023

  The septic installer installed the septic system per the layout from DHEC. We had requested the customer contact DHEC to have them come and inspect the system that had previously passed inspections. The customer reached out to DHEC and they are coming today 3/31/23 to inspect the system and advise on what needs to be done.

• Initial Complaint

  Date:03/28/2023

  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 moved into our home 11/2018, after the first year we have had nothing but leach field issues, I called and they repaired the distribution box, telling me that it was my fault they put the driveway over top of the box, it has now been over 4 years and my entire front yard is a swamp, poor quality in work, looking at the map of the layout driveway is on the wrong side and the leach field was put in with the driveway going on other side of home, with the current situation the entire back yard is not accessible, leaving me with a one car driveway, almost 200 thousand dollars and this is what I’m stuck with, and told sorry you are out of warranty, will be having property reperked and septic system evaluated by a real professional, if this is not up to code a lawsuit will be filed

  

  Business Response

  Date: 04/03/2023

  The septic system was installed per the counties layout. The customer added extra gravel to the driveway covering the  D-Box parking on it and causing damage, Clayton Homes went out and fixed the D- Box after this happened. We are attaching a photo showing where vehicles are parking on top of the leach field lines, likely damaging them. It would be the customers responsibility to maintain and prevent damage to the septic after the county inspections passed for a proper install.

  

  Business Response

  Date: 04/14/2023

  According
  to the Environmental Health drawings your driveway is not over the leach
  fields. This is why we are asking the installer and the Environmental Health to
  come inspect, once they have inspected we will be happy to advise.

  Customer Answer

  Date: 04/14/2023

  Working with home center to try and resolve. Will update

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising 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 went to Freedom Homes in Roanoke Virginia to purchase a home filled out application talked to Brandon got approved for loan with elend talked with Brandon a couple of times about quotes the never could get him to return calls or emails you only have 30 days from approval to accept plus I also told Brandon I was giving 1000 to the owner of land to hold till everything went through non refundable Jason manager of freedom homes calls me and says they are not going to work with me because experience didn’t go good when I bought one 4 years ago because of some issues that they are responsible for I know my ex husband had a few words with them and he said I didn’t give them a good point not sure what he was talking about but I don’t think any business should refuse you business over petty things especially when they pulled your credit and probably cost me 1000 dollars

  

  Business Response

  Date: 03/23/2023

  We are not showing the Home Center ever signed and entered into a contract with you, nor did they take a $1000 deposit for land. Therefore, Freedom Homes will not be able to refund a deposit that you paid directly to a land seller. We want all our customers to have a positive home buying experience and do not feel we can meet your home buying expectations. Freedom Homes wishes you the best in your endeavors.

  Customer Answer

  Date: 03/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I told ******* I was paying 1000 to land owner to hold and ask him did he think everything would be ok before I did he said of course with my credit score he knew I would be approved and I was and contacted him about next steps he said he would get quotes together for me I took a hit on my credit score to run application then the manager said they were not interested in my business because of some criticism me and my ex-husband gave on purchase 4 years ago if I had knew they were not going through with a purchase I would have went somewhere else I called and talked to ******* before I ever went there and he told me to come in to the office if there was a problem ***** the manager should have said something before I went through with 1000 for holding land and running my credit ***** the manager  waited 2 weeks before saying anything to me and that was after I emailed and called ******* I even left ***** a voicemail wondering what was going on and no response they just left me hanging I emailed **** of Clayton Homes and let him know I was not getting any response it was then ***** finally called me back I think it’s a shame that because something wasn’t done right on my first purchase and something was said that they would deny my business ***** also said he didn’t want my business because I didn’t give them good point review I don’t remember that but if I did it was because I had a reason to but what better way then to sell me another home to make it right I have talked to ***** several times since I purchased last home and he never said anything out of the way about this matter but now I have a hit on credit plus out of 1000 dollars because it’s non refundable 
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 03/24/2023

  We appreciate your feedback and will go over this with the Home Center. Unfortunately, Clayton Homes cannot refund the $1000 because this was never given to us, and yet paid to the Land seller directly. As for the hit on your credit ,you would need to speak with your lender to see if they can adjust it but to our knowledge this cannot be done.

• Initial Complaint

  Date:03/21/2023

  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 have tried for 3 weeks before contacting corporate office to try and receive the blue slip for the home we bought and still never received the document that we should’ve gotten when we bought the home. Now we are currently trying to receive an engineer report for our home that we also should’ve gotten when our home was delivered/set and it’s taking 2 weeks and several phone calls a day and we still haven’t received the documents we need(should’ve had already) in order to sell our home.

  

  Business Response

  Date: 04/05/2023

  Mr. **********, thank you for providing your feedback! We apologize for the frustration you've experienced, and would happy to help provide you with the documentation that you are requesting. We have reached out to your home center, who advised that they emailed documents to you on 3/14, and also called on 3/22 to inquire what further documents you were requesting. Unfortunately, we are unsure what "blue slip" you are referring to. Can you elaborate on the content of the document you are looking for? We do not provide engineering information on the home at the time of purchase, but would be happy to provide you with a schematic of the home. Once we have clarified what documents you are requesting, we can provide them to the email address that we have on file.

• Initial Complaint

  Date:03/15/2023

  Type:Product 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.

  We purchased our house in 2021 of April. This past year we started to notice roof shingles in our yard this past month. We thought it was the neighbors roof shingles, so we just picked them up. After a few more days go by I noticed as I was driving up to my home shingles were in a complete pile completely lifted off the roof. I started looking around the yard and looked up at the roof and there are missing shingles everywhere. Now I am no contractor or anything of that sort, but no roof should be coming apart after two years of owning a home. No matter what the circumstances are. Now I do not want them to pay me I want this to be addressed and fixed. This is the issue of poor placement of those shingles. They were not nailed down correctly because if so, this would not be happening after not even two years of owning my home. I would greatly appreciate this to be addresses before the situation gets worse.
  The first picture is the pile of shingles I have found in my yard so far this was just me looking yesterday.
  The second picture is the middle of the roof lifting up and you can clearly see it was not place correctly.
  The third one is the back side of the roof that shows more lifting.
  I would like this issue to be addressed and corrected.
  Thank you,
  ******* *** ***** ******

  

  Business Response

  Date: 03/29/2023

  *** ******* thank you for reaching out! We appreciate your feedback! In order to better assist you and reach out to the appropriate facility, would you please provide the manufacturer's serial number for your home? This would be found inside the home underneath the kitchen sink. There will be a white paper called the data plate, which will contain the serial number at the top of the page. The serial number will begin with a few letters, ex. CAP012345TNAB. 

  Customer Answer

  Date: 03/30/2023

  
  
  Better Business Bureau:
  I have uploaded a picture of the home number as requested by the company. 
  

  I have also uploaded pictures of a conversation that one of the business associates and I had she did agree that the roof should not be doing that at this age. 
  

  I have also attached a text message I sent to **** whom she told me to contact. He never responded and honestly that is unprofessional. 
  
  Sincerely,
  ******* ******

  
  

  

  Business Response

  Date: 03/31/2023

  **** ******,
  thank you for reaching out and providing your feedback and the attachments.
  These have been reviewed and, at this time, we encourage you to reach out to
  your homeowner’s insurance for this issue. Your home has a one-year
  manufacturer’s warranty that covers only defects that are present at the time
  of manufacture, and does not cover wear and tear or any weather related damage. We have attached the Homeowner Manual, which includes a copy of the warranty. We understand that you believe that the damage is a result of installation;
  however, this information needs to be determined by a professional insurance
  adjuster. If your insurance company determines that the damage is due to
  installation of the original shingles or another manufacturing defect, you may submit the insurance
  adjuster’s report and we would be happy to review this with the facility that
  built your home.

• Initial Complaint

  Date:03/14/2023

  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.

  My husband & I bought and moved into our 2022 clayton home in November of 2022. We had an issue with a few of the faucents that had to be ordered from clayton for replacement. Next in December we also noticed the floor at the front door was soft and seemed damp. We reached out to our dealer and they looked and said a leak was coming from somewhere. So they ordered more floor and dry wall so they can determine the location of leak and repair. They are still waiting on parts and now the bottom of the wall next to the front door is wet also resulting in more water damage! Next i can notice a few soft spots in the floors around the house. Really shouldn't be having this many damages this early on for the price being paid. Love our house, but super disappointed

  

  Business Response

  Date: 03/15/2023

  The Home Building Facility spoke with this customer 3/14 and the customer was emailing them with photos. They did confirm photos were received this morning  and they will be scheduling service within the next few weeks.

• Initial Complaint

  Date:03/09/2023

  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 a new trailer from Clayton just before the new year 2023. It was delivered the 1st or 2nd week of January. After it was set up I noticed water damage..I contacted Clayton and they admitted they were aware of the damage and it was to be fixed withing the following week along with all the other flaws found before purchase (sheetrock, trim, shower grout). Nothing has been fixed, my house is growing mold and parts of it are unusable, such as the laundry room which has sustained most of the water damage. I've tried to be reasonable and work with Clayton to find solutions but they won't allow it. I simply can't get them to do anything!

  

  Business Response

  Date: 03/13/2023

  Hello ******, thank you for sharing your concerns, as
  customer experience is very important to us. We have been in communication with
  the Greenville office, where you purchased your home, as well as the Buccaneer
  facility, where your home was manufactured. They have advised us that they are
  already taking action/steps to rectify and address your concerns. We greatly
  appreciate your patience as we work towards a common goal. 

• Initial Complaint

  Date:03/09/2023

  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.

  The home I purchased in 2014 has inferior workmanship. Cabinets are pealing and water damage from inferior plumbing. The manufacturer, insurance and mortgage company are all owned by the same parent company. Even the heat pump has stopped working. This home is only 7 years old. I stated that I wanted real wood cabinets when I ordered the home and was told that would be the case and that is not what I got. I am now on a fixed income and can't pay to have these things replaced with versions that are not inferior. Their statements are always that it is normal wear and it is not unless they were aware of them being inferior materials in the first place. If you take pride in what you are selling there wouldn't be a need to have an arbitration clause in your contract, which they didn't inform me of at the time. I still owe 86-88k on this place and it is not worth what I have already paid.

  

  Business Response

  Date: 03/09/2023

  We apologize you are having issues with your home. Our homes carry a 30day cosmetic warranty and a 1 year limited structural warranty. The cabinets would have needed to have been addressed within the first 30 days of taking possession of the home if they were incorrect and not what you ordered. The HVAC warranty would be through the Heat Pump Manufacturer and you would need to reach out to the installer to see if there is remaining warranty as we do not have this information.