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

  13140 Highway 78 Jasper, AL 35501-3519

• 

  Clayton Homes of Anniston

  4004 US Highway 431 Anniston, AL 36206-8595

• 

  Clayton Homes, Inc.

  3622 US Highway 31 S Decatur, AL 35603-1634

• 

  Freedom Homes

  26163 I 30 South Bryant, AR 72022-9363

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:01/26/2023

  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 home from Clayton through a dealer in Sumter, SC. The home was delivered to Fairfield County, SC. I had immediate water leaking issues that the factory did come out one time to fix. I have continued to have water leaking into the home since. The dealer, who is wonderful, has put in multiple request for the factory to return and determine why I am still having water leaking through the walls. There are multiple leaks through multiple exterior walls and one window that sometimes leaks. There is not staining on the walls and trim. Trim is pulling away trim the walls. The walls have warped, I am sure there is probably mold growing in the walls. Clayton has not sent someone to check much less fix anything in 8 months of requests. My dealer, KenCo homes attempts to assist me in anyway they can has sent their own maintenance guy out several times to evaluate if it was a factory issue or not and as multiple times determined these leaks are a factory connected issue. I am considering legal action if Clayton does not take care of this issue soon. I have videos of water pouring through my window as well as many photos.

  

  Business Response

  Date: 01/26/2023

  We have spoken to the Home Building Facility and they will be sending a contractor out in the next couple weeks. The retailer is not a Clayton owned but rather an Independent dealer.  

• Initial Complaint

  Date:01/23/2023

  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.

  The home we were sold isn’t completely finished and it’s been eight months since it was delivered. The office manager said they would make it right but has stopped answering my calls. What little bit of work has been done is unacceptable.

  

  Business Response

  Date: 01/31/2023

  Hello *****, 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 notified that our team was waiting on materials that have now arrived and
  that they have since been in contact with you regarding service. Thank you for
  your patience as we work towards a common goal.

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/23/2023

  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 bought my home in July of 2021. The home I got was NOT the home I ordered. They lied about a number of things and refused to fix the problems. I had to get a lawyer to help me. Recently, we had a bad freeze in TN. I tried to access the pipes but there was no access door in the skirting. I was told previously that the home did not come with one and it was not required. Rather than call the Cleveland office because they lied to me a number of times. I called Hixson and was told that by law, there should have been an access door. I was given the number of the dept in the state and was told that yes, by law there is supposed to be an access door! The maintenance man they sent out once again lied to me! The state told me that my home was never inspected! After having their maintenance man lie to me I sent an email, asking for the inspection report, they refused. Not only do I want things made correct, I want this to be on your website. I did not see last years complaint listed and people need to know how corrupt they are so others do not get ripped off!

  

  Business Response

  Date: 01/31/2023

  *** ********, we are sorry to hear that you are
  still not satisfied. Vinyl skirting is installed in panels that are all
  accessible. As you are already aware, our team has even sent a technician to
  your home to demonstrate how to open a panel to access the underneath of your
  home. It is within state guidelines.

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by the state inspector ****** **** and an employee ***** ****** **** at Clayton in Hixson that a door in the skirting is required to pass inspection. This office has continually lied to me.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 02/03/2023

  *** ********, as stated previously, it has been confirmed that it is within state guidelines. We are sorry as we understand that this is not your desired response, however, our stance remains.

• Initial Complaint

  Date:01/17/2023

  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 closed on our home on August 18, 2022. That home is a 2021 Bordeaux Elite (lot model). We moved into our home on November 4, 2022.
  - On the day of closing, there was a miscommunication with the type of block we desired. On the contract, we were quoted for 8" Split Face Block, when we wanted 8" Smooth Block. Everyone initialed by this change and we did in fact receive smooth block; however, we paid for split face and was never refunded for the difference.
  - We also paid for steel I-beams to be installed underneath our bridge to support our home when it crossed, however, we received cinder blocks stacked underneath our bridge instead. We again were not refunded for this.
  - Clayton Homes dug and poured our perimeter footer. That was done incorrectly but the crew did not take responsibility for this until the mason crew later made us aware of this. We now have a foot of extra concrete in front of our home on all sides that we will have to cover with dirt.
  - Once the trim out on our home began, the trim out crew painted our ceilings the incorrect color and did not use drop cloths so therefore we now have droplets of paint covering our floor in the entire house. Along with several interior walls not being sanded correctly, the walls are not smooth in some areas, etc.
  - The home was so dirty, a corporate manager made a cleaning lady come and clean with use of a generator because we had no power yet.
  - On 12/5/22, the trim out crew came and installed new vinyl on the ends of our home, in which they left nails covering out side porch and driveway. These were not cleaned up until the next day and even then there was more picked up by other contractors employed by Clayton Homes. I filed a corporate compliant due to this.
  - On 1/9/23, my husband found a sewer leak underneath our home. That was not repaired until 1/16/23. We were unable to even use that end of our home due to the fumes being so strong.
  
  Thank you,
  ******** ****

  

  Business Response

  Date: 01/23/2023

  As far as any overages on your account, our accounting department handles any overages that might be affiliated with your account. Once all contractors and bills have been paid after 6 months any credits will be refunded or applied to the back end of your loan.

  We have spoken to the HC GM and he has been working to make sure all of your issues and concerns are addressed. The Home Center will be installing an air purification system in your home. 

   

  Customer Answer

  Date: 01/23/2023

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

• Initial Complaint

  Date:01/16/2023

  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.

  We bought a home through Oakwood mobile homes and the 1st week we moved in in April 2021 we had so much problems I called we had leak and it messed up the kitchen floor and they kept sending out some factory crack heads to fix it and it never got replaced and the toilets was leaning the strips coming off walls air coming through windows and now I have to replace a whole kitchen floor and they was very rude when I called they waited until the warranty was up so they didn't have to fix anything right and we only been a year in a brand new 2021 and have to replace a kitchen floor this is not right and I have to still pay mortgage my floor has lumps and bumps in it and the staples coming out the walls hurting my kids from hitting up against them doors are off track the light switches are horrible to rooms can't even use switches had to buy lamps this company is horrible and I'm going to see about taking to a lawyer because we spent to much many to be having these problems out of a new home and all my paperwork and pictures have been sent to them and the dealer so there no excuse

  

  Business Response

  Date: 01/16/2023

  We are attaching signed work orders where repairs were completed within the Limited One Year Warranty and 30 day Cosmetic Warranty. It was last noted on 3/23/22 the flooring was damaged by chairs in the home. No further repairs will be done.
  See Attachment/File: Work orders Dodd.pdf

  Customer Answer

  Date: 01/18/2023

  ***Document Attached***
  
  This was not done by no chairs it's not even no chairs in from of kitchen sink and I wouldn't sign because this wasn't done by no furniture
  See Attachment/File: image

  

  Business Response

  Date: 01/26/2023

  The Home Center has agreed to come out and look at the issues in front of the kitchen sink and evaluate that area of flooring.

• Initial Complaint

  Date:01/10/2023

  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.

  We bought a house from Clayton. We have been told nothing but lies as backed up in some of the texts I have sent you. I have contacted corporate office with no help coming from them.

  

  Business Response

  Date: 01/24/2023

  *** ****** thank you for reaching out to Clayton! We apologize for the frustrations that you've had in the setup of your home. The corporate office has been made aware that the preferred method of communication between you and the home center is through email. The corporate office has been copied on the emails between you and the home center, and all parties are working together toward the common goal of completing your home setup as quickly as possible. We appreciate your feedback and encourage you to reach out if you have any questions or concerns. 

• Initial Complaint

  Date:12/31/2022

  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 11/5/2022, my fiancé and I went to Clayton Homes Lebanon to look at mobile homes. We found one we liked and wished to continue with the process. We completed the applications for loans and put down $1000 for a "deposit on home." We were told this deposit is 100% refundable by ******* ***** the sales person who assisted us this day. On December 4th I sent an email to ******* requesting a refund of the $1000 as we had decided Clayton Homes was not a good fit and decided we needed to go a different route. It took longer then 14 days for a refund as my requested for one was not submitted on 12/5/2022 as it should have been. On 12/30/2022 I received a check in the amount of $750. When I contacted Clayton Homes I spoke with ******* who states they charge a fee for a site visit. We were never made aware of this site visit fee nor were we made aware the fee would be taken from the $1000 down payment on the home. She stated she would have to speak with ****** ****** the sales manager who had left for the day. I have attached the original receipt along with a copy of the check they sent me. I have been in contact with ****** several times regarding this, I have used the customer advocacy, and have attempted to call the number for the check with no luck. All we are asking at this point is for the full amount to be refunded. The additional $250 to be refunded. I have email copies also requesting the refund and with the "customer advocacy."

  

  Business Response

  Date: 01/18/2023

  Good afternoon, *** ********. We appreciate you providing feedback about your experience with Clayton. The earnest money deposit is fully refundable, less any fees incurred during the sales process. This can include items like site visits, appraisals on a property, or permits that are needed to begin the process of purchasing a home. The amount that was refunded to you was the full amount of the deposit, less the charge for the site visit. As this service was rendered to you prior to your request for a refund, we are unable to refund the charge for the site visit.

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I was not told that any fees would be deducted from the $1,000. We were told my ******* that the $1,000 would be refundable in full if we did not move forward with Clayton Homes. I spoke with **** at the Lebanon location on 12/31/2022 at 10:13 AM. He stated "It's not a big deal to get it back." He stated he submitted for the refund for $250 on 01/01 and it will take 14 days to receive. It is now 01/19 and over those two weeks. I attempted to call 01/18 and **** is on leave. I will be contacting ****** today. My refund will be expected to be ready. I did not sign an agreement to have the fee deducted nor did I request a site visit. We were told it was needed by *******. I did not receive a statement (bill) for this site visit either and I am requesting that now. I requested one from **** and he stated "it's not needed." I also have the receipt that states the $1,000 was for a "Deposit on Home." No where on here does it disclosed it would be used for any other purpose. I expect my refund be given in full of the $250 immediately.

• Initial Complaint

  Date:12/31/2022

  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.

  We purchased a brand new Clayton Enterprise 5808 home in May of 2021. We signed paperwork stating that the house had a 1 year manufacture warranty of anything that went wrong with the house. The home was delivered November 2021. In January 2022 we discovered our windows are extremely drafty. So I contacted the place where we purchased the home and the own said she would send my information over to the factory. I waited and didn't hear anything. So I called back a couple months later. She then gave me the number to the factory where our home was built. I got in touch with **** ****** and he gave me his email to forward the videos I had taken of the drafty windows. I could only get 1 to upload so I sent it. Still a couple months went by and no return phone call. I called back last month and he said he didn't remember speaking with me. So again I forwarded the emails. I called back a week later and spoke with customer advocacy and she called and spoke with ****. And he told her that our house was out of warranty and he told me they weren't going to do anything about it. I explained to her he never once told me that and never once sent anyone from his factory to look at our windows. So now every single window is defective and because they didn't want to do anything about it the drug their feet long enough for us I be out of warranty. I just want windows that don't leak. Our heat runs 24/7 and we have had to put plastic over the windows. Which takes the paint off the trim when you remove it.

  

  Business Response

  Date: 01/03/2023

  Thank you for reaching out with your concerns. Could you provide us with the serial number for your home? That would let us know which facility to reach out to.
  
  
  
  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. Please let us know if you have any questions about locating your serial number
  

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Exactly how did they try and contact me because I emailed the correct phone number to them each time I emailed them. And why didn't they leave a message because I state my name in my voicemail massage. I do not believe they tried contacting me. I will check my call log's for them dates and times. But my number is ************
  
  
  
  Also, there are no emails in my inbox or spam folder from them.

  

  Business Response

  Date: 01/23/2023

  The draft is coming from where the windows open and close and cannot be sealed cause they are egress and have to raise per code. Unfortunately, there is nothing additional the Home Building Facility can do at this point so nothing further will be done. 

• Initial Complaint

  Date:12/27/2022

  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 my Clayton Home in 2021 last spring. Purchased from Clayton Homes in Victoria, Texas. I purchased a 5-year extended warranty. Clayton Homes does not follow through with my complaints.
  
  From the very beginning the two-sides didn't match up correctly. They did fix the cracks but took one year to get it completed.
  
  The front door, side door and several windows were leaking. You could see the sun coming in the door crack. The issue was resolved but is now leaking again, the window in the living room. The AC airducts was mashed down in one spot and wouldn't allow proper air flow. They came back a second time. They did repair it as best as they could.
  
  As of late, I have several shingles laying on the ground. Last week I discussed this issue with them. Unfortunately, Clayton homes has not followed up with me.
  

  

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 5, 2022/12/30) */
  thank you for reaching out to Clayton! We are sorry to hear about the issues you have had with your home. We reached out to the home center in Victoria, TX, and they advised that they were able to visit your home yesterday and address the issues with your windows and roof, as well as install a new gutter. We apologize for the delay.
  
  We also want to provide the information to contact your extended warranty in case another issue arises in the future. You can file an extended warrant claim by calling 1-800-804-9389.

• Initial Complaint

  Date:12/21/2022

  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.

  Back in 2016 we purchased a home. Manufacturer "Cavalier" at the time now "Clayton". Everyone knows there is a "punch list" of issues that are to be corrected after delivery. On our initial punch list, there is documentation of mold found in the home. For almost 7 years they have sent someone out to put a bandaid on the issue. I have 7 years of correspondence, we have had to call an environmentalist out to inspect the home and the report was not good. The manufacturer still did not take a professionals opinion on the results. I cannot begin to explain the amount of times they have come out to "correct" the issue. Even down to remodeling our entire bathroom and still not fixing the issue. We have water leaking through our light fixtures and a roof leak that has been a constant. Keep in mind these have all been issues from the beginning. We have and open report with the state fire marshals office that has been opened since 2020! The GM that was assisting us in the first place was Chris Newell. He never lifted a finger to assist in our issues. Then he left the company and did not even pass our issues on to the person that took his place, . hasn't been much help either. I spoke to him back in august 2022 regarding the same issues and he said he was sorry and would get someone out asap to look at the issue. Still nothing and here we are an additional 3 months down the road. This entire company is a complete joke and do not hold up on there end. The communication is terrible and nothing gets done when it's supposed to. Again, this is all issues from the very beginning that still aren't fixed. This small complaint doesn't even put a dent in the problems or the crappy actions performed by the manufacturer.
  

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/21) */
  thank you for reaching out to Clayton! We are sorry to hear about the issues you are experiencing with your home and would happy to reach out on your behalf. In order to better assist you, can you please provide the manufacturer's serial number for your home?
  
  
  Consumer Response /* (3000, 7, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Serial number-
  
  
  Business Response /* (4000, 9, 2022/12/28) */
  thank you for forwarding your concerns as customer experience is of great importance to us. After further review, it has been determined that some of the proposed issues stem from the retailer and set up crew that installed the home which Clayton Alabama cannot be responsible for. As a courtesy, our Clayton Alabama facility has recently sent someone to your home in an effort to see if there are any discoveries that would be deemed the responsibility of Clayton Homes. The report has yet to be shared, however, in previous years, this facility did receive a state complaint where an inspection was conducted, all factory issues were addressed, and the case was then closed. Someone from Clayton Alabama should be in contact with you shortly regarding their recent courtesy visit.
  
  
  Consumer Response /* (4200, 11, 2022/12/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to be sent copies of these "findings" showing that it is the retailers responsibility (the one that was closed). Also, a copy of the "courtesy visit" findings as well.
  
  
  Business Response /* (4000, 13, 2023/01/05) */
  our home building facility is happy to review/go over any results or finding with you.
  
  
  Consumer Response /* (4200, 15, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have tried to get someone to contact me for 7 years. It takes your company up to 4 months for a response and it's not even a legitimate response. They send someone to put a bandaid on the issue without resolving any of the problems. I want the documents that you speak of because according to the state fire Marshall report, Cavalier took responsibility for the leak in the roof in the master bath. They came out and "fixed" the problem. That does NOT mean it has been closed. It's still pouring water out of the light fixture and now has moved into the living room. So no, it has not been resolved or "closed". The case is still open till this day.
  
  
  Business Response /* (4000, 17, 2023/01/09) */
  , We understand that this is not your desired response, however, this is the final determination. After further review, it has been determined that some of the proposed issues stem from the retailer and set up crew that installed the home which Clayton Alabama cannot be responsible for. As a courtesy, our Clayton Alabama facility has recently sent someone to your home in an effort to see if there are any discoveries that would be deemed the responsibility of Clayton Homes. The report has yet to be shared, however, in previous years, this facility did receive a state complaint where an inspection was conducted, all factory issues were addressed, and the case was then closed. Someone from Clayton Alabama should be in contact with you shortly regarding their recent courtesy visit. Our team is happy to review any finding with you.
  
  
  Consumer Response /* (4200, 19, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not accept the response. This is absolutely absurd. Here we are 10 days into January and the bbb complaint was first filed on 12/20 and I have yet to have a response from the retailer.