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

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  Clayton Homes of Dothan

  5214 Montgomery Hwy Dothan, AL 36303-1500

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  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:10/19/2022

  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.

  Clayton Homes will not finish the build of our new home. They keep sending the subcontractor working on our house to other locations instead of finishing ours. It's been 15 months since we signed the contract and 12 weeks and counting just to build a garage and covered porch.
  In addition they will not provide us with the $1000 worth of insulation we paid for.
  A Clayton Homes manager played a game of deception and lies with my wife and I. We would call this manager when the subcontractor wouldn't show up, asking where is he? We received answers like; I've sent texts to him with no reply, or I can't get in touch with him. All along this manager was sending the subcontractor to other job sites and just plain lying to us. Clayton Homes corporate needs to be aware of the lack of ETHICS in its employees.
  Did I mention that the Clayton Homes lot manager will not return phone calls or emails. I can't get the contact information of the next person in the chain of command due to no returned phone calls.
  We need help in getting this home finished.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Mr. ********, thank you for reaching out and sharing your feedback with us. We're sorry to hear of these concerns, as Clayton Homes strives to provide a world-class customer experience. We have notified the retail location of these issues and confirmed that they are communicating with you regarding scheduling appointments to complete your home. Unfortunately, certain items were delayed in shipment to complete the garage and decking. We look forward to finalizing this project and we thank you for your patience.
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The retail location isn't telling you the whole story. It's true there was a minor delay of the garage, the real reason for the delayed completion is the subcontractor doesn't show up. For the month of October the subcontractor has been onsite a total of FIVE days. The the month of September a total of EIGHT days. Now with that being said, what's the true delay in completing this house? The retail location is misleading you as they've done me for months. The truth needs to be made known and the people behind the lies and deception exposed and appropriate disciplinary action taken so that no other customer have to experience what I've had to endure. I welcome anyone from Clayton Homes Corporate to visit the construction site to see for themselves what the truth is. My wife and I have made notes on how much time the subcontractor has been on the job as well as the retail locations employees lies told and deceptions made to us. The issue of the $1000 dollar insulation I've paid for and not delivered or refunded hasn't been addressed. If a corporate representative will not come to me, then we are willing to meet them wherever they feel comfortable.
  
  
  Business Response /* (4000, 10, 2022/10/25) */
  Thank you for providing your feedback, Mr.. We understand your frustration and hope that we can clarify some of your concerns.
  
  The subcontractor working on your home,, is assigned to other sites concurrently with yours. This is normal, as the subcontractors who set up the homes are usually not Clayton employees; they have their own businesses and might work for multiple locations. When the contractor reaches a point where he is missing materials to complete the work, he must go to another site or work on another area until the materials come in. Although Clayton works closely with the contractor, we do not have any influence over the contractor's schedule and availability.
  
  We have also reached out regarding the insulation concern. During the initial sales process, when the sales team discusses various options with buyers, they will write out worksheets of potential costs and options. However, this is not the final sales agreement. The sales agreement is the final binding document that indicates what you have paid for; the $1000 for the insulation is not included in your sales agreement, and therefore not something you were charged for.
  
  We apologize for the frustration and confusion. It is important to us that you are happy with your home and your experience, and we look forward to working with you to resolve these concerns.
  
  
  
  Consumer Response /* (4200, 12, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Have you read all the line items on the attached work sheet? If so then you will see the other items that have been included in the build of this house. We were given choices like, what style of block for the foundation, to use rebar or not, and what type/style of heat pump and when the choice was made, the price associated with it was written on the work sheet. I wasn't told any of the other items could be refused or not included. So with that said, all the line items were installed, built, completed or applied, but the insulation was an option? If it was a true option, then it was misrepresented as "can't build without item" by. I don't think so and to tell me this is an insult. I even inquired to this insulation charge and was told by the salesman, "" that this is a standard charge and is needed to make sure any insulation lost in transport and assembly of the roof section is replaced. NOT AN OPTION.
  I will not accept the response as factual, because I was there and so was my wife who witnessed the entire work sheet process.
  
  As stated before the total of the work sheet along with upgrades determined the final price of the modular home. Let me list some examples; Vapor barrier, Rebar, Electric O/H M/H, Plumbing MOD. All these were a part of the build, but not listed on the contract. So why did I get them?
  
  As for the sub contractor, you seem to not get that we were told FIVE weeks to complete the job.. Not the twelve weeks we are working on now. I don't care that he is working other jobs. I was told FIVE weeks and that should be adhered to if not delayed due to materials not being available. The delay in materials for the garage was only for a short time, the deck could've been worked on during the garage delay. That can't be tap danced around. I've been there everyday and know exactly what we waited on and for how long. So that excuse doesn't apply in this case. Plane and simple the retail location has deceived you just like they've decided us. Let me also add to this the sub contractor goes exactly where Scott Thompson tells him to go. This is directly from the sub contractor. He explained to me that he would work my job, but he goes where he's told.
  
  Please put me in touch with someone who has some real authority and cares about the customer. I can sit down and tell them the about the lies/decetptions told by Scott Thompson and Bryan Cote. Some is in texts that can be read by anyone who wants the truth and not the misleading statements made by the retail lot. I repeat myself. I would love to sit-down with someone with high enough authority to do something about the lies/deceptions told to us so they will not happen to the next couple that comes along. Nobody deserves to be treated like this.
  
  
  Business Response /* (4000, 14, 2022/11/01) */
  Mr., We are sorry for what appears to be several misunderstandings. You may choose to reach out to [email protected] or call the Clayton Advocacy Team at 877.264.2812 to speak to someone directly.
  
  
  Consumer Response /* (4200, 16, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will be contacting customer service in an attempt to resolve the remaining issues.

• Initial Complaint

  Date:10/19/2022

  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.

  I have had nothing but issues with my new home that I purchased from Clayton Homes last year. I moved in 11/23/21. I am attaching a list of the issues I reported after I moved in. Some have been taken care of but 2 big issues that they are refusing to make right are the beams in the kitchen. They were damaged from the get go and we were told they would be replaced. The contractors from Wakarusa IN came and put new ones in but they ordered them too short. They now say they will not make it right. That I signed off on the work order that day. Every time the contractors came they asked me to sign at the end of the day what they had worked on that day. I never accepted these beams the way they are and why would this company not want to make it right? It was there error. 2nd issue is my island countertop. The cuts on either side of the sink were extremely uneven and looked bad. I was promised a new countertop and one was brought by the contractors. It turned out to be damaged from their transport of it. Then the office in Wakarusa said they were NOT going to replace it after all because the contractors filled in the sides with putty. I explained to them this would not work. It looked bad. Putty did not fix the problem and now my countertop looks worse than ever due to water damage. This house had so many issues from gaps in the bedrooms walls and you could see light shining thru to the shower in the master bath-the frame was completely busted under the shower floor, I couldn't use it for the first 7 months of living there. The flooring throughout the house was so bad with debris underneath and nails and screws popping thru that they had to give us a settlement check. I just want them to make this right, to care about the home they put their name on. This house had poor workmanship and its poor customer service to not make right the mistakes they made.

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/01) */
  We strive to provide world class service and are truly sorry to have not met your expectations. After further review, it has been determined that no further service will be provided, and that all repairs were addressed. Regarding the beams, this was initialed and signed off on after repair was completed in June. The Homeowner's Manual states: "Manufacturer shall elect whether to repair or replace a component in with a defect appears. Repair or replacement, as may be elected by the Manufacturer, provide your exclusive remedy under this limited Warranty." Our team felt repair was a much better option for the c/top and the beams. In regard to the mentioned flooring, a substantial settlement was provided, signed off on and accepted by you.
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response. I was told the beams would be replaced and they ordered the wrong size. I was told they would REPLACE the countertop and they did not.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  Ms. *******, Thank you for your response. We understand that this is not the desired response, however, our stance remains. The beams were initialed and signed off on in June. Our Wakarusa facility is happy to provide a copy to you at your request.

• Initial Complaint

  Date:10/16/2022

  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 have purchased and closed on my new home as of 12/17/21; however my family and I are still not in our home. Since April 2022 our home has been on our land while my family of 6 have been living in an RV since May 9, 2022 which is located on our land as well. , the Manager at the Clayton Homes Tucson office and myself have had some communication issues that were escalated to and also to and with back in April 2022. Since my home has been dumped on my land nothing has progressed at all. Rainy season has come and gone and the home is now sunk into the ground and will need to be removed by crane to be set and further damages have also occurred to the home as well. I have received horrible disrespectful customer service from throughout this entire process that has been documented and relayed to Supervisor as well and nothing has been taken care of.
  Since May 2022 my Husband and I have been told that we are responsible for all permits and costs that pertain to all permitting for setup of our home on the land. Since April my Husband has been submitting and drafting all permits to The City of Tucson without any instruction. He was told that any revisions that needed to be done Claytons Contractor would complete and resubmit any revisions. Upon bringing the contract to and attention my husband stated that he would no longer be doing their job as of 8.25.22, and on 8.29.22 a civil engineer showed up at our home to get the site plan started. After reviewing our contract it clearly states that The Seller is responsible for all permitting and set up of our home.
  
  My family has had to live throughout the summer in an RV that can reach over 100 degrees and my husband does work remotely. These concerns have all been brought to Clayons attention and nothing seems to be getting handled. Now they are fine with ending the transaction and giving us our down payment to be done with us
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Thank you for reaching out to us! We are sorry to hear about the experience you had, as customer satisfaction is very important to us. We are unhappy to hear that we were unable to meet your family's needs at this time, but we have worked together with the Clayton Homes location in Tucson to retrieve the home and refund the amount of your deposit so that you and your family are able to continue your home buying journey.

• Initial Complaint

  Date:10/11/2022

  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 bought our Clayton Home from Richmond KY location in August 2020. We received the house in Feb 2021 and finally got the keys to it in May 2021. We have had numerous issues with the house that Clayton in Richmond has sent workers out to fix. Most issues were related to water valves malfunctioning and cracks in walls returning. We had several issues needing addressed in April of 2022 before our warranty ran out but Clayton would not return our phone calls despite several attempts and messages left. We asked after the second water valve busted flooding our utility room that all water valves be replaced with metal since obviously the plastic ones were faulty and were told by Clayton service people that many others were having issues with the valves because they were junk. The service person said they could not replace them until they malfunctioned like the other two had already. Well in October 2022, 18 months after taking ownership of the home the main water valve on the home malfunctioned inside the house in the middle of the night completely flooding the entire back half of the home. Now we are having to tear out floors, cabinets, etc and replace everything. All over a plastic part that they refused to replace knowing they were faulty. THIS HOME HAS BEEN A NIGHTMARE FROM THE GET GO. From having to replace walls due to bowing, numerous cracks in drywall, numerous water issues, roof leak, electrical problems, flooring not put down right in living room over the joint seam of the house, a cut in my carpet in front of my fireplace and the solution was to glue it down and get glue all over carpet making it more noticeable, door leaks, central heating never working right in one bedroom and their hvac people said it was fine (room stays 10 degrees hotter than rest of house) and now a 3rd water valve busts and spills hundreds of gallons of water into my floors causing me to have to completely gut my brand new (18 months old house)! I won't purchase from Clayton again!
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/13) */
  
  We appreciate you sharing your concerns, as we truly value customer experience. After reviewing with the Richmond location, it does appear that all warranty work was completed prior to warranty expiration, in addition to service being completed after the warranty expiration. We would need to encourage you to reach out to your homeowners insurance carrier for further assistance.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was not any work done after the warranty expiration. There also was not any work done for the issues we had in April 2022 and the warranty was not up until May 2022. We called numerous times and left messages but could not get a call back from the Richmond Location. Also many of the things that they have fixed have returned or are still not working correctly. There have been numerous issues with the home and the Richmond Location did send techs out to fix several of these but nothing toward the end of the warranty period. We have reached out to home owners and the faulty valve has caused tens of thousands of dollars in damage
  
  
  Business Response /* (4000, 11, 2022/10/24) */
  After speaking with our retail location, we have been notified that someone will be reaching out to you this week to discuss your concerns in more detail. We appreciate your patience while waiting.
  
  
  Consumer Response /* (4200, 13, 2022/10/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one reached out to me or my husband. That has been 5 days ago since you said they would reach out that week. This is the same service that we have received from the Richmond Location for most of our Warranty. We call and get no response or get our message taken then ghosted. Still have thousands of dollars in repairs to be done, no flooring or cabinets, and all due to faulty valves that they knew were bad and refused to replace because they had not malfunctioned yet.
  
  
  Business Response /* (4000, 15, 2022/11/01) */
  
  Our team visited your home last week and completed a water purser test. No one was available at that time. A text message was then sent to advising that our general manager of the Richmond location would need to meet with him. We were notified that was able to reach the GM today and was notified that he will be meeting him tomorrow. We appreciate your patience as we work towards a common goal.
  
  

• Initial Complaint

  Date:10/11/2022

  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.

  Bought new home in fall of 2021 siding buckling and falling off... improperly installed...sent guys from Fairfield to fix and they screwed it to the house... a list inside of repairs still not done. Can't use second bath due to no chaulking, it's been on the list since the beginning that all baths and kitchen need chalked... had this list for 10 months and counting... improperly installed under pinning by Fairfield... pictures and list available... if there's a lemon for new homes I have one...
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/10/12) */
  
  We are truly sorry to hear of your dissatisfaction and have already reached out to our retailer to find out more information. We have been notified that someone from the retail location has been out to the home this week to perform service work. In addition, the retailer will be reaching out to you to discuss your concerns in more detail.
  
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They came out and replaced a thermostat this week... the company send a guy to fix siding a couple weeks ago him with 20 pieces of siding to repair a total reside as far as I'm concerned, among so many issues that have not been addressed or fixed inside that should have been repaired already...
  
  
  Business Response /* (4000, 11, 2022/10/24) */
  We are very sorry to hear of you continued concerns but are happy to hear that our teams have already begun to take action. We appreciate your patience as we work towards a common goal.
  
  
  Consumer Response /* (4200, 13, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Absolutely not, as I've been hearing this for almost a year now. Yesterday I pulled my couch out and the wall under the windows in the living room is peeling or something from the siding sagging under those windows... That will be happening around most windows!!! I want the siding replaced and now... repair everything inside now... NOT NEXT YEAR!!!
  
  
  Business Response /* (4000, 15, 2022/10/25) */
  Ms., Our team has been in continuous communication with you and you have been notified that siding has been ordered as this has been communicated to you. Please allow time for needed supplies to arrive. Again, we appreciate your patience in the matter.
  
  Consumer Response /* (3000, 23, 2022/12/05) */
  This case is not closed as issued have not been fixed!!! Removed front siding which was attached by staples and left me a mess and also made sure to leave a seam up the north end so water can run right down the seam!!! I do not accept this so called fix of there's, therefore am researching my options !!!
  
  
  Business Response /* (4000, 25, 2022/12/07) */
  , Thank you for the additional information. We have been made aware that you are in communications with our Savannah facility, however, although work has recently been completed at your home, you chose to instruct the workers sent out to leave the home. Our teams are willing to try to assist with the remaining issues, but it will be after the first of the year. Our Savannah facility awaits your decision and further communication.

• Initial Complaint

  Date:10/11/2022

  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.

  My families dealings with Clayton Homes in New Lexington Ohio.Oh where to start. We started our adventure in June time frame because let's face it builders are hard to come by. So my husband (which is a disabled vet)and I decided to go for a Clayton home. We stopped at the New Lexington facility spoke to everyone fell in love with a home and put down a deposit. They gave us a number to the bank they use to go through which was another mistake.Communication was semi okay at first. But then it hits out of nowhere zero contact with bank or Clayton so we keep calling to see what's going on finally get ahold of the bank they tell us Clayton is holding everything up. So we keep calling Clayton (my husband finally uses my phone) they answer and tell us oh we were about to call you which is the line from them each time. But then proceeds to tell us that they had to have higher ups come down because we are putting in a basement (which took 3 1/2 weeks to let us know)which we've already signed a sales agreement for this stuff. They say they have to get it approved from the higher ups because of the basement and how much we are spending(to be honest we could build a stick built for this price) but they said we would be moved in by October with grass growing on the ground. Yet here we are October and no movement and hardly any communication from Clayton or the bank unless we call them non stop. You would think spending 469,000 would get a company to talk to you. But nope they pass the puck they blame the bank the bank blames them. Then to add to this they sent another sales contract adding $5,000 more onto it which through all the sales and people walking through the home should bring the house value down. Adding in both times we went through the house someone used the toilet which we let them know.But then we're told they walk people through the house.My husband sent an email they responded yet stayed vague and not helpful. Tried to pass the puck again. My question is how can
  

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Ms., We are very sorry to hear that you are having a frustrating experience. After speaking with the New Lexington location, it was discovered that there was an unfortunate circumstance in that the lender of choice took a great amount of time while requesting that multiple agreements and builder documents be completed several times. Again, we apologize that we have not been able to live up to expectations and are in the process of refunding the provided deposit.
  
  
  
  Consumer Response /* (3000, 7, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue we have is lack of communication from both the bank and Clayton home and then additional charges placed on the home. It was not just the bank Clayton did not bother to communicate that a higher up from the company was putting things on hold or that they had to get estimates for homes similar. This is a bank they specifically told us to go to rather then the bank we had. We missed an opportunity for 5% interest and having a home when we were told we would have grass growing by October in our home. The $1,000 deposit doesn't even cover buying the interest back down. Yet here we are the ones paying for all the miscommunication we did not create and fought hard to keep these lines open and moving without being told anything minus the blame game like this response. Zero responsibility is being taken from either party but yet the customer is losing. I don't see how either of these companies feel like this was right.
  
  
  Business Response /* (4000, 9, 2022/10/17) */
  Thank you for reaching back out to us! We appreciate your feedback, as we use this information to better our processes, and we sincerely apologize for the frustration that you felt throughout this process. Whilst we apologize for the entirety of your experience, we are only able to refund the funds that were paid to Clayton directly in the amount of your deposit. We hope that this is helpful in allowing your family to move forward in your home buying journey.

• Initial Complaint

  Date:10/11/2022

  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 have contacted Clayton homes of south Charleston multiple times in regarding warranty for our single wide home we purchased in January of 2022. They came twice, once was to fix trim on the walls and the second time to fix a door. They said "we will be back to fix vinyl siding and an open electrical outlet, that is located underneath the house for heat tape to keep the water lines. The wires are skinned and open but not connected. I look as this as a fire hazard and a risk of death to my family. We also have a screw sticking through my counter tops. We had a appointment today on 10/10/2022 for them to come back and fix those problems but once again they was a no show. Another day waisted waiting on this company. We are a young couple age 24 years old that has worked hard to build and provide for my family and I feel as if they are taking advantage of me because I'm so young. So I'm willing to take further action's and do what it takes to either lower my payments for stress and time waisted waiting on them and doing it my self. Or for breaking the contract and pay my house off at least half or in full. Dealing with this company to make things right has made me want to pull my hair out. It also bothers me that my house has a high potential in burning with my family and I in it from the outlet.
  

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/13) */
  ., Thank you for sharing your frustrations, as customer experience is something we value greatly. We have already been informed by our South Charleston location that an electrician is scheduled to visit your home on Tuesday the 18th to address some wiring concerns. Regarding the other items, this is something that the retail location is in the process of looking into further. We appreciate your patience as we work towards a common goal.
  

• Initial Complaint

  Date:10/10/2022

  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 bought a home from Clayton homes in Abilene, Tx and took possession of the home in October of 2021. We have been trying after a difficult relationship with who I think is the owner of that location, to get info about repairing items and getting contact information for vendors who worked on the home to discuss issues and how to improve what was done. We also contacted Clayton Homes through Facebook Messenger to avoid making a big deal. I have had responses from that channel but no follow through. I have been told I would receive phone calls and correspondence but have only spoke with someone after staying on hold for around 30 minutes. Still no resolution.
  WE are being ignored by this company and would like to hear from someone.
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Mr. *****, thank you for reaching out to Clayton! We apologize that we have been unable to reach you. It is never our intention to make our customers feel ignored. We did reach out on October 11th and October 14th and left voicemail messages that included our email address. Our most recent communication with you was a call on 9/13/22 with the facility that built your home. In that conversation it was advised that the concerns you had with the skirting and leveling of the home were not warranty items and therefore something that we are unable to address.

• Initial Complaint

  Date:10/07/2022

  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.

  In the year of 2020 during the pandemic my husband and I purchased The Beautiful Abigail. We custom order this home.The house made its arrival in November 2021.We moved in February 2022.When we first got in we were told that we would find things as we settle in.Well we did find some minor issues that need to be fixed. The things that could not be fixed by the gentleman that was sent from the mobile home company. He gave me a number to the manufacturer and they sent a man out to repair the issue and the way the repaired the ceiling cracks made me very upset.You would think it was a cardboard box.The kitchen door would not close,the siding feel off,the front door has a gap.The walls has cracks from the ceiling to the floor.When I turn the vent on in the hall bathroom it turns lights on in my son closet and the hallway. I have sent emails to Charity at Clanton manufacturer and my husband has called.I just like all these other people only want my home to look like it did when I feel in love with it on the lot.I still have faith that company's do values their customers. I still have hope of have a house warming party someday in the near future.
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/07) */ and, we strive for world class service, and we are sorry that you feel that you have not received this. We have notified our Greenville location and have already received a response that someone will be contacted you very soon to schedule a home visit. We thank you for your patience as we look into the matter further.

• Initial Complaint

  Date:10/06/2022

  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.

  Clayton Homes of Glen Jean, WV, allow homes that customers buy to sit untouched, while mold, mildew, moisture, water damage, etc to happen in these brand new homes that customers have already paid for. Clayton home have allowed 90% of these homes to sit while these known damages are accuring, while contacting Clayton their not concerned about these damages accuring in these homes. Their contractor's arnt doing what their suppose to either. Clayton homes allow these homes to sit for large periods of time, without damage correction to be done.
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Hello, We are very sorry to hear of your dissatisfaction and experience with the Glen Jean location. Are you able to provide further information so we can assist you better? Unfortunately, we were unable to locate your information based on the details submitted.