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

  2270 7th St S Clanton, AL 35046-6300

• 

  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:03/07/2023

  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.

  We started process of buying a mobile home from Clayton homes in October 2022 and they said they would have everything done in 2-10 days n it be moved in ready they have repeatedly lied to us dragging their feet we moved out of old mobile home in December and now it's middle of march and they still not done with back fill n underskiting gaps and the two employees have block me n my fiance phone numbers and they are refusing to finish the job and a site inspection was done prior to everything and two things was missed electric needing upgrade and old mobile home didn't have tongue to haul it away and they changed loan amount because they were going to demolition the mobile home but haul it away instead n didn't change loan amount

  

  Business Response

  Date: 03/09/2023

  Mr. *******, 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. We have been informed that your welcome home is
  scheduled for today, March 9th. 

• Initial Complaint

  Date:03/05/2023

  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.

  I bought a new mobile home from Clayton's in London KY, in April 2012. During purchase of it, I was told by them that the roof shingles had a 40 year warranty on it. The wind blew some of my shingles loose. I called Clayton's. They referred me to their builders who told me in fact they only replace the first year. They referred me to the shingle company who said yes it's a 40 year warranty but they only replace shingles from wind damage the first 5 years. My roof is leaking inside my living room now. Because Clayton's won't honor their warranty and is give me the run around. It's going to cost me around $3000. To have the complete roof replaced due to their shooty work, paper thin shingles that apparently have very little glue under the shingle. I feel that they should have to pay this cost

  

  Business Response

  Date: 03/06/2023

  Ms. ****, thank you for providing your feedback. We are
  sorry to hear about the issues you’re experiencing with your home. Clayton
  offers a one-year manufacturer’s warranty on the structure of the home. There
  is an additional 20-year manufacturer’s warranty on the shingles themselves,
  and this warranty is provided by
  CertainTeed. Clayton’s warranty does not cover wind damage at any time;
  therefore, unfortunately, we are unable to assist in the cost of wind damage to your home. Wind
  damage may be something that is covered in your homeowner’s insurance policy,
  so we encourage you to reach out and find out more about your coverage.

  

  Business Response

  Date: 03/06/2023

  Ms. ****, thank you for your additional feedback. I have attached a copy of the Homeowner Manual, which includes a written copy of the one-year manufacturer's warranty for the home. If you have a denial letter from your homeowner's insurance indicating that this is a manufacturing issue, we would happy to review that letter. However, the warranty on your home through Clayton expired on April 5, 2013, so we are unable to assist further at this time. 

  Customer Answer

  Date: 03/06/2023

  My warranty on the roof hasn't expired. The mobile home is only 11 years old. I will be letting my friends know not to buy from Clayton's because their homes aren't worth the money and the warranty through them and their shingles company isn't homored

• Initial Complaint

  Date:02/27/2023

  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 and I purchased a Brand new home February 9,2022 and moved in March 1,2022. Since the day we stepped foot into our home there has been nothing but problems.. below I have listed the just a few of the major issues that have taken place over this past year not to mention the multiple dealings with the home center and maintenance calls for repairs that we just covered up with …
  3/3/22 our kitchen faucet was defective and replaced along with the sliding screen door.
  3/7/22 our brand new hot water heater burnt up and was replaced with a cheaper version
  3/14 our pipes froze throughout our entire house because our pipes we not installed correctly and there was no insulation around or under our house
  4/6/22 multiple issues we addressed the smell of sewage throughout my house come to find out our septic tank was missing a filter along with the P-trap was missing from our bathroom pipes. our front door and back door handles were replaced because they fell apart and the 8 inch soft spot in my floor was looked at and addressed. Along with the SHINGLES that were pulled out of our hood range above our stove
  5/17/22 with a 4 day old baby at home our refrigerator burnt up and leaked and the loss of the irreplaceable breast milk was devastating. The fridge was then replaced with the cheapest option lowes would buy… we say the receipt
  8/8/22 Furnace leaking causing our kitchen to flood and floors to warp
  9/12/22 Furnace was leaking again flooding my floors the D coil and U coil was replaced
  11/17/22 vinyl siding has come off in multiple places around my island and counters
  Since APRIL of 2022 we have had a standing claim about the issues with our floors , there is a golf ball sized hole in our subfloor where the manufacturer has poorly built this home along with multiple places where the floor is warped and “walks with you” . Finally 2/6/23 our floors were scheduled to be fixed with us under the impression the manufacturer was going to replace the subfloors throughout our home and all new vinyl flooring due to the water damage and imperfections throughout. Day 1 of repairs the workers tore apart my entire kitchen, and woke D’s left without any communication to let us know when they would be back or the current state of our home. The next morning my family woke up to it being 47 degrees in our 8 month old bed room because the workers completely took apart our furnace without telling us and alerting us we won’t not have heat. As a momma with three babies at home this is completely unacceptable!!! Fast forward to day 3 of repairs the tell us our home is completed ?? when I came home that evening I was appalled of the job they did. There is still a HOLE in my subfloor, but not there is an even bigger raised spot under my floor where they sliced the vinyl then glued it back. DID NOT replace our subfloor like we were told and there are still soft spots throughout my home as well as multiple dents in the vinyl from where the workers moved our appliances in different areas of my home while working, the wall was poorly put back together and is chipped (pictured below) the cabinets that had water damage to them they put a trim around the bottom to hide the damages instead of replaced them(also pictured) I called the Manufacturer to address my level of frustration at this point , the quality control manager and manufacturer office manager came out to our home so I they could then put eyes on the issues at hand . I was told in order to fix the floors it could potentially make the issues worse rather then let them be and all the warping and dents in my vinyl was “normal wear and tear” but no matter what they did there would still be imperfections.
  I then went to have the floors quote on what it would cost to have all new flooring done by an outside company. I was given a 16,000 quote not including the plywood needed for the job that was to be calculated once the job was started and a 24,000 for another company for the flooring installation and plywood. The manufacturer told me as a settlement the would cover the 16,000 but nothing more , so 1 they are not willing to admit they are in the wrong and 2 won’t even cover the full cost of the repairs not including all of the time and grievance this whole situation has caused since DAY 1!!!! Keep i. Mind this is a $150,000 home we purchased and we feel like we got maybe an 80,000 home!

  

  Business Response

  Date: 03/03/2023

  
  Ms. **********, Thank you for sharing your concerns,
  as world class customer experience is very important to us. We have been
  notified that a Clayton Addison representative was very recently able to visit
  your home and compiled a list of repairs in addition to looking at estimates
  for contractors to replace the flooring. We appreciate your patience in the
  matter as we work towards a common goal.
  

• Initial Complaint

  Date:02/23/2023

  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.

  Purchased home in November 2017. The plumbing of this home was in poor shape. Since when do pipes remain on the ground instead of higher? I have had issues with freezing pipes since the first month I moved in! Heat tape, running water, nothing works! Also, you shouldn’t have to crawl under your home lying down on your back to change your electrical heat tape! I hurt my back putting heat tape on! The plumbers don’t want to TOUCH my water supply. These repairs are my responsibility but the home is so close to the ground it’s nearly impossible to get under there unless I hire a child! Do you not have jurisdiction over how the mobile park installs your homes??

  

  Business Response

  Date: 02/23/2023

  We have spoken with the Home Center who was notified this past Friday of the roof leak during heavy rains. They have sent their service technician out to inspect the roof and take photos of the issues. It was determined the issues is from the plastic wrap being screwed into the roof before set up. The Home Center will be repairing by removing those damaged shingles and replacing, correcting the issue. The Home Center nor the Home Building Facility will be replacing the roof as this is not necessary to correct the issue.  

  

  Business Response

  Date: 02/23/2023

  Thank you for reaching out, Ms. *******! We apologize for the issues you are having with your home. We do not have jurisdiction over the setup of the home unless it was purchased by a Clayton home center. If the home was purchased and setup by a community, that community would be the responsible party regarding the setup of the home. If you believe that the issue with the plumbing occurred at the home building facility, we would be happy to reach out to that facility on your behalf. Would you be able to provide the manufacturer's serial number? This would be located on the data plate under the kitchen sink. 

• Initial Complaint

  Date:02/22/2023

  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.

  On 2/17/2023, our 2021 Clayton home had water coming out of a fire alarm causing all fire alarms to sound at approximately 5:13 a.m. Once we found this issue, we discovered that our roof had several holes in it. We immediately notified Clayton Homes of this issue. It was also discovered that water was coming out of a vent fan in a bathroom, in which there is already ceiling damage in. It was also discovered that there was another roof leak above the MBR doorway and that water was leaking into the roof and trickling down causing a leak in the range hood above our stove. Multiple photos were taken and sent to Clayton Homes. We told them numerous times that we would not allow a "band aid" to be put on our roof which is what they suggested we let them do. All shingles on the ridge cap of our home are UNSEALED in which they cannot be resealed. There are more than 40 nail holes in our roof, some of which are filled with caulk. On 2/22/2023 after we again told them we will not allow them to fix our roof, as we do not trust them to do anything correctly given other issues, they still sent an employee to our home to repair our roof.
  
  We have asked for a replacement roof to be put on by our chosen contractor considering their contractors are why we need a new roof. Our roof is leaking in several places most of which we are unaware because we can't see or hear YET. By the time we do see or hear these leaks, we will have already had ceiling damage.

  

  Business Response

  Date: 02/23/2023

  We have spoken with the Home Center who was
  notified this past Friday of the roof leak during heavy rains. They have sent
  their service technician out to inspect the roof and take photos of the issues.
  It was determined the issues is from the plastic wrap being screwed into the
  roof before set up. The Home Center will be repairing by removing those damaged
  shingles and replacing, correcting the issue. The Home Center nor the Home
  Building Facility will be replacing the roof as this is not necessary to
  correct the issue

  Customer Answer

  Date: 02/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business has stated that they have made necessary repairs, but how do they expect us to trust that to be true? These holes were put into our roof by THEIR CONTRACTORS who never said one single word and allowed our roof to leak for months. We do not want them to touch our home and do any major repairs due to ongoing issues that continue to come up because we continue to find issues they have intentionally hidden from us. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:02/22/2023

  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.

  Quality of them moving the home down, the doorplate is not attached to door, there is a little bit of glue that holds it together, poorly put together work for me spending $200,000 on this. I have the paperwork. I don't have any appliances. I told them I have a refrigerator and stove. There is a lot of issues on the inside of the mobile home. There is all kinds of scraps and chips. All of the paperwork was laying on the counter. Fix it right.

  

  Business Response

  Date: 02/24/2023

  Thank you for reaching out with your concerns, as customer experience is very important to us. Would you be able to provide us with the serial number for your home in order to assist you better?
  
  There should be a data plate
  inside your home. It would be a laminated sheet of paper located inside the
  kitchen cabinet under the sink, the master bedroom closet, or in the utility
  room. This will have your serial number on it. It will start with 3 letters and
  be followed by a series of numbers. On the exterior of the home, it could be on
  the frame on the I-beam, near the towing end of your home. The serial number
  should also be on the home's title or your original contract paperwork.
  

  

  Business Response

  Date: 03/06/2023

  We have reviewed the information with the Home Center and have included the sales
  agreement, as well as the associated Welcome Home paperwork, for Mr. ******.
  Per the sales agreement, "no appliances are included in this home."
  This was signed and acknowledged on 11-21-22. Additionally, the items mentioned
  on the complaint do not match the warranty repair items we have documented on
  the Welcome Home Orientation form. We have begun our preparations to make the
  fixes requested on Mr. ******'s home and we have sent one of our premier
  contractors, out to his site once already to begin addressing the
  issues described below. 
  
  We will have
  all items documented on the orientation form addressed with our next visit.
  Beyond these cosmetic deficiencies that are in the process of being addressed,
  there are no other outstanding issues present inside of or with his new
  home. 

• Initial Complaint

  Date:02/22/2023

  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.

  On Oct 3,2018 we purchased a Woodbridge model home from Clayton Homes in Belfry KY which we are totally satisfied with the exception of at least one of the building material suppliers. Less than 5 years into the ownership we are having major roofing tile issues. Instead of Clayton using better materials or companies that stand behind their product, I am now forced to jump through hoops just to "possibly" get my tiles replaced with me having to cover labor costs. When we purchased the home the base cost was $104,000 and we upgraded with an additional $80,000 wanting features that were going to last a long time. We were told that this roof would last 20-25 years and it has barely last 5 before the roof started to leak.

  

  Business Response

  Date: 03/01/2023

  *** ***** Thank you for sharing your concerns as customer
  experience is very important to us. We have made contact with our teams at the Clayton
  Bean Station facility and they are actively attempting to contact you. Please
  feel free to provide the best contact info in the event that we do not have updated
  information. 

• Initial Complaint

  Date:02/16/2023

  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.

  Unable to provide proper documentation for the city of Post Falls ID to get the permits to set my home

  

  Business Response

  Date: 02/16/2023

  Thank you for reaching out with your concern. Could you provide us with the
  serial number for your home to better assist you?
  There should be a data plate
  inside your home. It would be a laminated sheet of paper located inside the
  kitchen cabinet under the sink, the master bedroom closet, or in the utility
  room. This will have your serial number on it. It will start with 3 letters and
  be followed by a series of numbers. On the exterior of the home, it could be on
  the frame on the I-beam, near the towing end of your home. The serial number
  should also be on the home's title or your original contract paperwork.

  Customer Answer

  Date: 02/27/2023

  this was a complete waste of time and money the stupid mobile home can just site there at ****** homes and not be delivered to my property.

  this was a tough 186,000$ mistake DONT BUY MOBLE HOMES...

• Initial Complaint

  Date:02/16/2023

  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.

  Signed the home contract in August 2020 after starting the process in April of that same year. Home was delivered September 2020 and move in was not until January 2021 without running water. It is now 2 years and some since move in and we are still fighting to have work completed much less a home that isn't falling apart and up to the standard of the amount being paid monthly. Their contractor has painted over foundation cracks and once again there are numerous cracks on almost every wall and surface plus paint dribbles dried down the walls. The floors creak and are not level, the windows and doors are not flush, the skirting is bowed as are portions of the roof, the a/c unit rattles & knocks and is not consistent either too hot or too cold (if cold in living room, stifling in bedroom and vice versa). We never received a window screen for a bathroom window upon delivery and still have yet to receive a screen. The floors continue to dip to wear you could fall and twist an ankle in the soft spots. The boards under the floor continue to creak and squeak with every step. If you are looking for a home, save your money as a Clayton Home will only be a money pit and bring nothing but frustration and stress. I have never felt so unsafe or uncomfortable in a space in my life and just know this piece of junk home is not worth $1.00 much less the amount of mortgage payment paid. I want restitution and the repairs to be completed immediately or for monetary restitution so that I can hire workers to complete the job to make this home somewhat safer until I can get it off my hands and move to a safer location.

  

  Business Response

  Date: 02/27/2023

  Ms. ********,
  thank you for providing your feedback. We have reviewed the service history of
  your home and have determined that all of the warranty issues that were
  reported within the first year warranty period have been addressed, and all
  work orders were signed indicating that the work was completed to your
  satisfaction. The ductwork was also checked for issues that may be causing
  uneven airflow, but no manufacturing issues were found. Two separate entities
  visited the home in 2022 to check for errors in the leveling of the home, but
  none were found.
  
  Depending on
  your geographic location and soil conditions, the home may continue to settle
  and cause cosmetic issues with the home. However, these issues are not covered
  under the manufacturer’s warranty.
  
  If you believe
  that there is a structural defect to your home, we encourage you to reach out
  to Home First. This is the company that holds the Home Buyers Protection Plan,
  which is an extended warranty that will be in effect until February 2026. Home
  First can be reached at 1-800-804-9389.

  Customer Answer

  Date: 03/08/2023

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

   

  Sorry, that hole was never cut and your workers and Aquilla Air workers are deceitful in their practice as there was no paint to cover a hole in that color and that paint would not have dried in a matter or hours and there would be a noticeable spot.  The pictures shown to you were not taken at this home.  I was home at the time and can attest to that and it was thoroughly looked over by family and friends afterwards to include several construction and local members of the sheriff's department. 

  I have already reached out to HomeFirst and an inspector was here for his assessment on Monday and a reputable air conditioning representative will be contacted for assessment and quotations required to get this home in somewhat working order.   My spouse and I are also hiring our own inspection team to do an all over check of the home.  I will say the inspector out Monday stated that there was something to the claim of floors of sloping in the home and that "a better job should have been done in painting and completion of the home."  There will be more to come of this even if we have to file a lawsuit and/or put up a billboard near the Clayton Homes facility claiming the faulty craftsmanship and fake promises.

  Promises of a new front door where the weather stripping is coming off and a window screen for a bathroom window that was never received never came through as well.  Clayton Homes and especially this location are the shadiest of companies and their management is much the same.  I would never have invested in such garbage.  But you know what they say, never trust a salesman. 

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

  

  Business Response

  Date: 03/08/2023

  Ms. ********, thank you for your additional feedback. The Customer Advocacy team reached out to you this morning to inform you that the Regional Vice President will be in your area on Monday, March 13th, and he is willing to visit the home and review the concerns you have. If you would like to confirm this visit, you can reach out to Customer Advocacy at 1-877-264-2812 or to the home center to confirm that you would be available on that day for a visit to the home. We are also happy to review any report that you have from the visit from the insurance adjuster on Monday the 6th.

• Initial Complaint

  Date:02/09/2023

  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.

  The Flooring in our home was installed incorrectly and Clayton will not stand by the work and will push the Blame off on someone else. We had to replace some water lines because of a leak that they had repaired with Silicone. Had to replace numerous electrical outlets in the home because of faulty wiring and the electrician said that we were very lucky the home didn’t catch Fire. We have numerous issues with the home but the floors are the most important.

  

  Business Response

  Date: 03/06/2023

  Mr. *****, thank you for your feedback. Can you please provide the manufacturer's serial number for your home? This would be located beneath the kitchen sink on a white laminated paper. It should begin and end with a few letters, ex. *************. 

  Customer Answer

  Date: 03/06/2023

  
  
  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,
  
  
  
  *** *****