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 of Anniston

  4004 US Highway 431 Anniston, AL 36206-8595

• 

  Clayton Homes of Northport

  4401 McFarland Blvd Northport, AL 35476-2824

• 

  Clayton Homes of Dothan

  5214 Montgomery Hwy Dothan, AL 36303-1500

• 

  Clayton Homes

  911 US Highway 72 E Athens, AL 35611-4317

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:11/16/2022

  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.

  My name is I bought a home thought Clayton Homes in elizabethton. I finally moved in October 18 and not even 3 days later had are first Water leak and the next 2 days after that are front door was not sat right and had a big crack at the top they did not put are front or back porch lights on we had to ask multiple times to get them our hot water heater was leaking and ruined our floors in the living room got my loveseat wet twice and Had a huge leak under the house and now on November 15 I find black mold on the back wall in my bath room this home is a 2022 and it has so much wrong with it already! Im so satisfied and honestly this makes me hate my "new" home I don't know what to do and the guys that work at the elizabethton store don't really care because they don't have to live in it!

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/22) */
  Thank you for sharing your concerns as customer experience is very important to us. We have been informed by the Elizabethton location that they were able to visit your home on November 16th to evaluate the concerns in addition to sending them sharing intention to send someone back to your home again to check the gutters and the drip edge of the home. Elizabethton will be in contact you as soon as possible once this is able to be scheduled. We appreciate your patience in the matter as we work towards a common goal.

• Initial Complaint

  Date:11/08/2022

  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 bought a mobile home and had it installed since the beginning we have had nothing but issues with getting things repaired. The most recent issues is a ceiling that has cracked and they came out to "repair it" which was about a week ago. Since then the crack came back and a chunk of the ceiling has fallen down. The factory refuses to fix anything the right way. Multiple trim sections have fallen off and keep coming loose. The counter top is damaged and they cannot seem to find a solution. A wall that has had peeling Sheetrock has not been repaired. The quality of this home is very subpar
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/14) */
  thank you for sharing your concerns. We have been notified that the Russellville location is already in communication with you and the retailer to have the issues resolved. We appreciate your patience as we work towards a common goal.
  
  
  Consumer Response /* (3000, 7, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are still several items that need to fixed I have emailed about and still haven't received a response on
  
  
  Business Response /* (4000, 9, 2022/11/22) */
  Thank you for your continued patience as we have been in continuous review of your concerns. It has been advised that the submitted list of repairs has been received and that it has already been advised that the repairs will be taking place after the Thanksgiving holiday.

• Initial Complaint

  Date:11/02/2022

  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.

  Buyer beware. We moved into our house (modular with all the upgrades) in May 2021. We have had SO many issues with our home that seems to be no one's problem except ours. We had to have our floors repaired because there was moisture under the house because the ducts were installed to close to the floor. When the flooring was pulled back there was mold and guess what it was placed back on the repaired floor. One year we contacted Clayton to come and fix the numerous issues we have had i.e. mold in the bathroom that is still there. Cracks in the walls the base boards not touching the floors I could go on and on with these issues the icing on the cake and what has made me write this review is we had an inspector come out because we have a soft spot at our back door because the gutters were not installed properly the inspector found so much moisture above what should be normal in multiple rooms in the house and again guess what the claim was denied because they don't cover water damage or incorrectly installed gutters. So we are left with a soft spot at our back door praying no one will fall through the floors when they walk through our house because of the water damage. While under our one year warranty there were excuses no one can come or it would be a different day after that year was up it goes to the structural warranty but guess what again it's still not their problem hence why our claim was denied. The shingles were not in stay properly causing the water to run behind the gutters. This was causing the water to run down the wall. Our concrete was installed very poorly. Just a few weeks after it was poured it started to chip and bust. That's it didn't crack it busted. The rocks on our fireplace fell off and we are told that's cosmetic. The subfloors are so thin with the moisture that they have become week. Not to mention that they swelled. Once again not covered. We have only lived in our house for one year and it's already falling apart.
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/03) */
  We are sorry to hear you are having issues with your home, and we strive for excellent customer service. Would you be able to provide us with the Serial # of your home so that we maybe able to further assist you? The serial # will be located under the kitchen sink and will look something like this ABC012345NCABM (example).
  
  
  Consumer Response /* (3000, 9, 2022/11/03) */
  The SN to the house is.
  
  
  
  Business Response /* (4000, 13, 2022/11/14) */
  The Home Center and Home Building Facility has agreed to call the customer and schedule a inspection of the home to review the customers concerns.
  
  
  Business Response /* (4000, 16, 2022/11/16) */
  After further review with the Home Center and Home Building Facility they have decided they will not be returning to this home or further inspecting as it is out of the one year structural warranty. Repairs were previously made to the flooring and signed off on. If the customer would like to provide their Insurance denial letter for the roof, we would be happy to have the Home Center/Home Building facility review it.

• Initial Complaint

  Date:11/01/2022

  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.

  From the moment we received our home from oakwood homes out of Lexington sc it has been a nightmare. In the first year the floor at my front door bucked up and the refused to fix it, the front wall rotted out and was replaced and the bedroom floor would get wet after it would rain but no water on roof or anything. We've fought with the company for the past 3 years to fix problems and they send the same incompetent repair guy out to "find the problem " but never really fixes anything. The most recent he came out was probably 4 months ago about floor wet in bedroom. He claimed a nail was through the roof and fixed it. But we continue to have wet carpet, while the manager says you better be glad I came out y'all are out of warranty. But it was about an issue we've had from day one they refuse to fix. Not to mention a home I've had for 3 years the floor is about to fall through at the front door! I'm not a picky person to please and I've tried to give them a chance but when I pay for a new house I don't want to have to replace it 5 years into it because of negligence to fix obvious manufacture issues.
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 7, 2022/11/17) */
  We are showing the home was purchased 12/13/2019 and carried a one year structural warranty that would have expired on 12/13/2020. Our records indicate service was performed on 9-10-20, 10-17-20, 1-10-21 & 4-9-22.
  Since the last service date of 4-9-22 the Home Center has not been contacted on any issues and they thought the issues were resolved. Would you be able to advise if this is a new leak or one that was previously repaired in the past?

• Initial Complaint

  Date:10/31/2022

  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.

  We purchased a Clayton home and when we moved in the Frigidaire Fridge did not work. We contacted Claytons who said we would have to contact Frigidaire ourselves. We contacted them as well. The issue has not been resolved and we have a fridge sitting here that has not worked since purchase. We have made several contacts without any resolution. I just want the fridge not working gone and the fridge I paid for replaced.

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/01) */
  ***** and ******, We are very sorry to hear that this has been a longer process than expected. Our team has informed us that the refrigerator is with the warranty company now. Arrangements are being completed to have it delivered to you.

• Initial Complaint

  Date:10/28/2022

  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 recently found out that my heat pump was not wired correctly and doesn't kick on except for when the AC of course is running but doesn't run while the heat is going. I did some research tracing the wires from the thermostat to the heater and it is not connected. I have made many attempts to call the installer personally that Clayton mobile homes uses for a subcontractor to no prevail. Also, the sales associate and manager of Oakwood Homes in Powell has "attempted" to contact the installer as well with no response.
  Another issue among many was the kitchen sink was cracked upon delivery and still hasn't been fixed yet. The floors in multiple rooms needs to be replaced due to installers gouging/ripping/scraping the vinyl floors. The vent lights above the stove are dim due to a handyman from Oakwood "fixing" the light switches and previously before were extremely bright. There is a vent in the HVAC room that needs to be fixed because it is pulling away from the ceiling. Also, upon delivery we discovered that there was only one shower stall when there was supposed to be another shower stall installed prior to delivery but instead a tub was installed.
  
  All I'm wanting is to have them fulfill their part so we can move on past this fiasco.

  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/11) */
  , thank you for bringing your concerns to our attention. After further review the following has been determined: Heat Pump-This is actually the central heat and air as listed on the sales agreement. It has been found to be wired and functioning properly
  Kitchen sink-Clayton of Powell has been awaiting needed parts and will be replacing on November 11th
  Flooring-All floor scuffs have been observed to be appliance related. All appliances were obtained by separate from Clayton Homes of Powell and not part of-included within the home sale agreement.
  Vent Lights-Checked and functioning properly. The newer LED lights do not illuminate as brightly as the lights that were previously installed.
  Vent in HVAC room-Found to be functioning properly due to it being the fresh air intake for the central air
  Shower-The "Pomo" home was selected with a 1568 sq. ft. floor plan. The only alteration to the design of the home is within the master bath. Option 1. Shower only Option 2. Tub and shower only. The home arrived correctly as this model of home does not offer a shower only option within the 2nd bath.

• Initial Complaint

  Date:10/26/2022

  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.

  My Husband and myself bought our home through Clayton/Oakwood Homes. We got warranty cards for all things we needed to go online and register per Oakwood Homes. We immediately registered everything. November 2021 our heat pump messed up and we had to have it replaced. The pump was under warranty still so we called to file a claim. We were told that Oakwood Homes didn't register the heatpump after we were told when we bought the house that it was registered. Because of their mistake we had to pay $5670 for a new heatpump. I have called Clayton Homes Inc many times and talked to different people. Everytime I talked to someone I was told that I need to talk to someone else. I figured I'd contact BBB as my next step to try to get this matter resolved. Clayton Homes should have to reimburse us for the heatpump. If they registered it like they said we would've never had to pay for it.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/26) */
  We are sorry to hear about the issues you recently had with your HVAC unit. We are showing your home and unit was purchased September 26,2012. If this is correct, there would not have been any warranty left on a unit that was purchased in 2012.Whether the warranty card was or was not filled out, the warranty on the compressor is only 5 years. This would have expired in 2017. If this is not correct, then please provide us with the full serial # of your home and we will research further.
  
  
  Consumer Response /* (3000, 7, 2022/10/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thanks for the response. We called Nordyne and they also confirmed that we had a 10 year warranty on the unit. This was the same information we were given when we purchased the home. They said if it would've been registered it would be covered by them. 245633 is the serial number of our home.
  
  
  Business Response /* (4000, 10, 2022/11/04) */
  Was the whole unit replaced ? Or was it the Compressor?
  
  
  Consumer Response /* (4200, 12, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The whole unit was replaced. We had 3 different places come check it out to see what was wrong. They all said that it needed to be replaced. We went with the cheapest quote and the company was local.
  
  
  Business Response /* (4000, 14, 2022/11/08) */
  Please see the attached warranty card I got from Blevins stating the warranty on the unit when the home was purchased stating the warranty was 5 years. They currently have a 10 year warranty but that did not come about until units being manufactured after June 1st 2016.

• Initial Complaint

  Date:10/25/2022

  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.

  As soon as I actually closed on my home is when the problems started. I'm a 42 year old single mom. I've worked extremely hard to get to this point in my life. When I received the key to my home and did the walk through with one of Oakwood homes employees is when so much that was wrong was noticed by me and Oakwood homes employee. She took sooo many pictures and made sooo many suggestions to me about what she think needs to be done. When she walked away I just know it would be a simple easy fix but I knew it wouldn't happen over night. But that's when my nightmare began. Oakwood set a painting crew in my home to only touch up paint. As you can see in some of my photos it needs more than touching up(it's more photos than this that I could send as well) some of the photos I sent is the after math of the painting. When I reached out to Ms. I was very upset with the aftermath of the paint. I've had my mom at my home while I worked so the job could be done and again I feel like it wasn't right. I actually stayed out of work one day because my mom couldn't. This was staying out with no pay for me. As I stated I'm a single mom and every penny really counts to me with having new bills. I've been emailing Oakwood the entire time with photos of everything I see wrong in my home. It's some things I was told by there service guy that it's nothing he could do. When the service guy came, he had such a short list of to do things. When it's soooo much that need to be done. I'm aware it can't all be done in a day. When I called to address it, I was asking what happen to all the photos there employee took when doing my first walk through. It's just so much that's wrong here. Not only the inside but the outside as well.. upon speaking to Dave which is one of the head people at Oakwood, he was so rude to me. When I told him my paint job still looks a mess and told them someone need to look at what I see. He replied( you need to contact the Insurance association in Raleigh Nc..
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/26) */
  We have spoken to the Home Center and Home Building Facility regarding the Interior walls and trim and they will be sending a contractor to Inspect the issues.
  
  
  Consumer Response /* (2000, 7, 2022/10/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have no problem as long as they live up to what they say. But, I would love to have a around about timeframe that they will be sending a contractor. Thank you.

• Initial Complaint

  Date:10/23/2022

  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 bought this home in 01, 28, 2019. My house burned down on 12.24.2018. The home is a 2018 Anniversary model, serial #XXXXXXX; MODEL # ********* I have had problems with the home almost from the beginning. The home sat in my driveway for 6 weeks. The doors were in a bind and had to be forced open for Fairfield, il Clayton homes to replace refrigeration that had turned over in transit and was damaged. Other items had to be installed. I paid CASH for the home, if I had financed it, I would have let it be repossessed.
  In August 2020, both toilets had cracked in transit and had to be replaced. In January, 2020 my sliding glass doors exploded and to be replaced. In July 2021 I reported that 2 windows were leaking and was not properly installed. At the same time the shower doors began to leak and the shower surround came loose in Master bath and the other bath. The floor inside both doors are very weak and about to fall through. Water has been pouring through worn sealant around doors and roof. The insurance company American Bankers Insurance Company of Florida, denied my claim. I contacted a local professional carpenter with over 30 years experience, came and went over every part of the home. He found out that the home had been hit at front end of the home, causing one wall to lean out and the other one to lean in. The floor and roof had also been damaged. The roof was weakened and sagging from one end to the other as was the floor. Water has been leaking down all walls since I bought it. Clayton homes sent an investigator who looked at the home and did agree mostly with professional carpenter. However he said that this home was very very cheaply made.The roof decking was 7/16 of an inch as was the floor. Of course, every investigator told Clayton homes that they saw no problems. I am very unhappy and have 2 boys & fiance living here. Mold and mildew must be all over inside.
  
  .

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/27) */
  
  Mr. ****, Thank you for bringing your concerns to our attention. It does appear that an independent contractor was sent out recently from the Fairfield location to inspect the home. No structural issues were found with the frame being intact. Unfortunately, the one year structural warranty expired in 2020. We are always happy to review an official insurance adjusters report if it states manufacturer error or defect. Feel free to send this information with your serial number to ****************@claytonhomes.com.
  
  
  
  
  Consumer Response /* (3000, 7, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree with their response. I have a 7 year warranty on my home. They are selling inferior homes. The independent contractor works for clayton homes and told me the home was A piece of junk. Of course, he would NOT put his findings in writing. If I had financed this home, I would have let it be repossessed. So now I am stuck with a 4 year old home that will not last very much longer. The roof leaks and the floor is soft. My aunt has 2 50 year old trailers that are in good condition. I still believe that clayton homes should make an effort to repair the roof and soft places in the floor.
  
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  Mr. ****, thank you for your response. Clayton has a one year manufacturer's warranty, with the option to purchase an extended warranty for a total of five years. However, the warranty is held through Home First, so we would encourage you to reach out to them regarding this concern, as the first year warranty expired on February 27, 2020. Home First can be reached at X-XXX-XXX-XXXX.

• Initial Complaint

  Date:10/20/2022

  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 have been dealing with them in Lebanon to get work done on my house which was purchased in May. I needed work done. Recently I have found a water leak behind my dishwasher. I contacted Adam who dispatches people to repair. No appointment was set, but no one ever showed up either. No one contacted me. I have text messages. I have pictures too. He told me to contact the manufacturer, which I did. There was a warranty on it. They said they can't fix what they don't know if they haven't seen it. They are pointing back to Clayton Homes. I had another leak coming into my kitchen later on. The service line was loose. All the pipes in the kitchen were glued. I called a licensed plumber. They fixed everything: $650.00. Clayton Homes has not reimbursed me. An inspector was sent to inspect the water damage. I have a copy of their estimate. My house is still under warranty. I contacted the insurance company.

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Thank you for reaching out to Clayton! We are very sorry to hear about the issues you've been experiencing with your home, as customer satisfaction is important to our company. Typically, when an issue arises with an appliance, we recommend for our customers to reach out to the manufacturer of that appliance for warranty service; this is because we are not affiliated with the appliance companies and have no way of reporting issues to them. In the case of your dishwasher, Clayton does not have a way of notifying Frigidaire of your warranty concerns.
  
  However, after speaking with the office in Lebanon where your home was purchased, they advised that they have spoken with you about this issue and have advised that they have added this concern to their service schedule.
  
  You had mentioned that Frigidaire had pointed the issue back to Clayton Homes. Can you advise when they were at your home? Did they provide you with a report of the issue that you would be able to send in for our review? The home center in Lebanon has also stated that they have not received an invoice or report from the plumber and inspector that came to your home. Would you be able to provide that information as well?
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1 no one from Clayton homes came out to my house to evaluate what was going on... they assumed that it was a appliance issue... and for me to contact Frigidaire witch I did but they was asking what the issue I said it was leaking they asked from where I do not know no one said... with dishwasher still operating then it's not a Frigidaire problem..and was told to contact Clayton homes again... witch I did and still no one showed up.... so leak got worse I called a plumber in and it was service line was loose... and other pipes under house was not glued properly so cause bad mold and wet spots under house... I did send invoice of plumber to Lebanon when I mentioned if they needed it... and now I have water damage that needs addressed but no time line when that will be fixed... or if it will get fixed
  
  
  Business Response /* (4000, 11, 2022/11/09) */
  Mr. *******, we appreciate you reaching out and apologize for the frustration that you are having with your home. The home center was able to visit your home on 11/7/22 to review your concerns. The home center and home building facility are working together to gather materials, including cabinetry and trim, for your home repairs. We appreciate your patience as we work within the service schedule to address the issues with your home.