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 of Anniston

  4004 US Highway 431 Anniston, AL 36206-8595

• 

  Freedom Homes of Alexandria

  6962 US Highway 431 Alexandria, AL 36250-5063

• 

  Clayton Homes, Inc.

  3622 US Highway 31 S Decatur, AL 35603-1634

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:12/19/2022

  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.

  clayton homes has refused to comply with warranty on the floor of our new 2022 clayton home. we baught in august and now is december and nothing has been done.
  

  

  Business Response

  Date: 01/09/2023

  thank you for reaching out to Clayton! We are sorry to hear about the issue that you are experiencing with your home, and have reached out to the facility that built your home. They advised that they have scheduled the warranty repairs and are not refusing service. The earliest availability they have in the schedule is for early January.

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our walk through of our new home. A bunch of shingles were loose because they neglected to put up a ridge cap on. We were promised a ridge cap would be put on. That was the first week in November. Nothing was done. Today the neighbor called & said that shingles were flying off. Since this wasn't repaired in a timely manner they owe us a new roof. Preferably a metal roof
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/19) */
  thank you for reaching out to Clayton! We are sorry to hear about the issues that you are having with your home. We have reached out to the Oakwood Homes in Las Cruces regarding your concerns. They advised that they visited your home on 12/15 and found that you do have a ridge cap installed and your home is not currently exposed. However, the home center has committed to installing a vented ridge cap. In order to install this safely, the home center has to perform this installation in clear, non-windy weather. If you have any questions regarding this installation, we encourage you to reach out to 575-527-0031.

• Initial Complaint

  Date:12/10/2022

  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.

  In April 2022 I called Claytons in Laurinburg NC about the refrigerator in my home.The door wasn't sealing right.They sent there repairman out.He ordered a door and they sent the wrong door it didn't fit the Freezer.They ordered a second door and it didn't match the rest of the refrigerator.The door fit the freezer but had the same problem. That was in June or July.I haven't heard from them since.M.Serial.
  

  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Thank you for reaching out. Would you be able to provide the full Serial # of your home . This would be listed under the kitchen sink on a white data plate and will look like this Example ABC012345TNAB. Once we receive this we will be happy to reach out to the Home Building Facility.

• Initial Complaint

  Date:12/06/2022

  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.

  Purchased Home Nov. 2020, first week the inside plumbing ALL LEAKED caused water damage in walls. Called *******, came out "tightened" all the fixtures, should have been done upon delivery, didn't, resulted in flood. They said they would replace the damaged panels/trim ,never did. water heater is rusted and corroded due to leak. We were told when the home was delivered that all pipes where "insulated" with the heat tape, Was NOT, ALL cracked and busted upon FIRST freeze. Hired someone to insulate them. Didnt know when all these busted/cracked pipes happened there were STILL leaks under the home UNTIL water was shut off due to the bill being over $900 (we were just paying our normal 30 a month) .We were informed that they had to terminate the contractors they use for plumbing (obvious reasons) and that they would promptly get a qualified person out to fix. Someone did come out to "assess" but never showed up again. Told us that we would need to install a new regulator - We never installed a regulator in the first place so if it needed a new one, why? Told that the home would "settle" and could cause cracks in a window or two which it did, They replaced one but never the 2nd (still broke).We had to move out of the home for 3 months due to no water We had to hire a plumber to REPLACE ALL the home plumbing which he informed us it was "half assed". Its now 2022 we have all new plumbing (paid OOP), I have w/d from my retirement account to catch up the Mtg payments (because of all the OOP expense) We are now back in our home with working plumbing and running water NO THANKS TO CLAYTON HOMES. Still have damaged walls/water heater cracked window which I'm sure we will have to pay out of pocket for as well. Note: Early on they asked us to give them a good review with the PROMISE to fix everything...That was a lie.

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/07) */
  Ms. ************, Thank you for reaching out. We are sorry to hear of the issues regarding your home and we do understand the frustration, however, we had previously inquired with the Chillicothe location when you reached out in September, and it was determined that there would be no further service provided on the home. Your home passed all inspections and any service work was completed within your one year standard warranty in addition to sending someone to the home outside of the warranty as a courtesy. Upon further review it was discovered that the pressure regulator had frozen and busted during a -1 degree snowstorm that occurred in the area. It was then advised that you would need to replace the valve. The contractor that visited your home advised it may be of good measure for you to contact the water company regarding the pressure coming in. It was explained to the occupant of the home, your son, that if the pressure of the water coming in is not taken care of, this could create issues with the pipes. We are sorry as we understand that this is not the desired response, however, the issues you are having are homeowners' responsibility and we would need to encourage you to reach out to your regular homeowners insurance company moving forward.
  
  
  Consumer Response /* (3000, 7, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My home did NOT pass inspections, I was asked by the chillicothe office to provide a "positive" feedback with a "promise" to fix everything. The Inspector guy was THERE when the first flood occurred and I was told my panels that were damaged would be replaced and they were NOT. I DID have JAckson County water out and they told me that Clayton Homes installed the regulator INCORRECTLY and NEVER insulated the PIPES even though Clayton 'assured' me they DID - THIS IS WHY the pipes busted they were NEVER insulated. I PAID SOMEONE TO DO THIS.
  
  
  Business Response /* (4000, 9, 2022/12/09) */
  Ms. ************, A copy of your home's passed ********** report has been emailed to you for your convenience. We apologize that there has been a misunderstanding and hope the information forwarded helps to clear up matters.

• Initial Complaint

  Date:12/06/2022

  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 have been waiting for them to complete the set up of my new mobile home for 2 months when I was originally told this process should only take 2 weeks. I have had to pay bills for these 2 months in a house I cant live in. Its always no response or them putting it off on someone else. I just want to live in the home I have paid for and have been paying bills at.

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/07) */
  We are very sorry you feel this way about Clayton Homes. You signed a contract that states we cannot guarantee move in dates due to permitting, weather, contractors availability, inspections etc. these are all things that are out of our control and can cause some delays. It looks like you have spoken to the CX Manager today and shared your frustrations with him as well and he has provided you with his direct number to address and future concerns you might have. As well as the home center is wrapping up the 52 point inspection in order to get you in your home as quickly as possible.

• Initial Complaint

  Date:12/02/2022

  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 purchased a home from Clayton Homes in 2020. The home was set up in 3-2021. We were told we could move in at the end of May 2021 although all the work wasn't completed. After moving in and waiting on the work to be finished we started having problems with things around the house, our toilets were leaking, counter tops started coming apart, bubbles in the flooring, electrical problems that I had to get my own electrician to come and fix and pay out of pocket for,...etc. I called and spoke with Mark and Scott the manager about these issues and was told they would get it fixed ASAP. They ordered a new counter top. It was damaged when it was brought out. I have been patiently waiting for my home to be completed and here we are at the end of 2022 and I'm still waiting. I have spoke with Nichole the service manager and emailed her as well and can no longer get her to respond to my calls or emails. I would like for my home to be completed and all problems fixed.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/16) */
  The Retailer is currently working to address the home concerns the customer is having, some parts are on order and as soon as they come in remaining service will be completed.
  
  
  Consumer Response /* (3000, 8, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm told parts are on order and should be here by 12/23/22. I'm not very trusting with this company due to the fact that when Scott says he will call he doesn't I have had to call and leave a message for him and he calls every after I tell him my work schedule and when I'm available. I will update more as the work is completed.

• Initial Complaint

  Date:11/30/2022

  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.

  I have had shingles blow off my mobile home and there are rain stains on my ceilings. Clayton points the finger at Buccaner and Buccaner points their finger at the shingle manufacturer. Said it wood take until after the first of the year to have someone look at it. This is unacceptable.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/06) */
  Hello *****, we are sorry to hear about the concerns that you have presented, however, it does appear that your one-year standard warranty expired in 2017. We would need to encourage you to reach out to your homeowners insurance carrier for further assistance.

• Initial Complaint

  Date:11/27/2022

  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.

  Over our time of customer experience (August-Now) with Clayton Homes of Springfield, we have experienced the following:
  -Misinformation in the form of both email, phone call, and in-person contact by the first representative we were assigned to, then by that representative's boss, and now by the Corporate Office of Clayton Homes.
  -This misinformation has affected the following: The entire exterior design of our home (we were shown and send the incorrect visual on more than one occasion for the entire exterior design of the home), promised phone calls or communication that were never received (on multiple occasions by all assigned home agents given to us), incorrect and misleading dates, times, and false promises (we were originally told our home would be ready in 2 weeks, it has been a month since we closed (closing date of October 27, 2022), and a number of lies about when we would hear from them, or when they would schedule us in to finish setting up our home.
  -I was supposed to receive a phone call from the general manager of Springfield Clayton Homes after I filed a formal complaint with the corporate office (to be given the next steps and information of our home competition process, as it is sitting on our property and waiting to be finished), and never received one.
  -We are currently living in a camper that is unsuitable for winter and hasn't been prepped due to the promise that we would not have to worry about that, as winter weather would not be here before our home was ready. Obviously, that is not the case anymore, as temperatures have been in the '20s-'30s. I have expressed these concerns, and have been told by the inspector at Clayton in charge of our home to "wear more clothes to stay warm" instead of being given any serious concern for the status of completing our home so we can move in. (We have closed, paid the down payment, and are due to start payments on January 1, or 30 days after being in our home.)
  -We want HONESTY and professionalism.
  

  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/08) */
  Thank you for reaching out to Clayton! We apologize for the frustrations you experienced, and we appreciate your patience as we have worked toward the common goal of completing the setup of your home. We have been in contact with the home center where your home was purchased, and they have advised that the septic has been installed and you are now able to move into the home.

• Initial Complaint

  Date:11/23/2022

  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.

  I was told I would receive my refund of my deposit for ordering my mobile home back at closing. On 10/31/22 at closing i was told I would receive my check that Friday. Then when I called the next week they told me i would receive it that Friday. Then the next week on Tues he stated he had it. I requested it to be mailed. Here we are a week later with no check. He states yesterday I will see if "shel mailed it. Then today no response to my text. $1,000 dollars may not be a lot to some but it is when you are paying cash to have the water and electric hooked up.

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/05) */
  Thank you for bringing this to our attention. It has been advised that you may have already received the requested refund check. Thank you again for your patience in the matter.

• Initial Complaint

  Date:11/21/2022

  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.

  Hello,
  My name is and I am in the middle of purchasing a home from Clayton homes in Ridgeway, VA. I started the buying process in the beginning of July and I am still not even close to being in my new home. I have been getting told one thing and it's not getting done. I was told my house was going to be done in the middle of November and here it is and I am still not close to being in my house. The images attached are from water damage from where my house sat on my land for 2 weeks with no ridge cap on the roof and broken shingles on the roof that was allowing water into the kitchen and ruined my entire kitchen island countertop and ruined one of my chandeliers. Also I can never reach the seller from Clayton or the contractor that is working with the seller unless I constantly reach out to them and annoy them then they finally answer and that's the only way I can get them to answer. I'm not seeking a new home or a free home by no means all I want is for my house to be finished so me and my family can have our house done and live in it because I'm tired of all the times I have been told something will get done and it goes weeks without getting done. Thank you and have a nice day.
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/22) */
  We have spoken with the Home Center and they have advised the day the home started leaking the guys were out sealing it up and everything has been addressed and fixed except for the light and island which these are parts that were ordered from the factory and will be installed as soon as they arrive. The home was set 11/1 so roughly 3 weeks ago and the contractors are lined up to complete the job. The skirting should be completed the end of next week so you may install your porches. The home will have to go through proper inspections in order to obtain the C/O and turn over the keys. Per our contracts we cannot guarantee move in dates due to permitting, weather, contractor's availability and inspection delays out of our control.