Important information
- Customer Complaint:Clayton Homes, Inc. is headquartered in Maryville, TN. The company maintains dealer locations throughout the United States. All complaints are processed by this headquarters. Accordingly, this customer experience record includes complaints from all of its locations.
To better assist you with complaints we ask that you please provide us with the following information. What location did you purchase your home from (City, State) Please include the name of the manager or anyone you spoke with?
Please read ALL alternative names in the report they have several!
Complaints
This profile includes complaints for Clayton Homes, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 491 total complaints in the last 3 years.
- 179 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/22/2022
Type: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 double wide home from Clayton homes about 2-3 years ago the Breeze 2.5 and let me tell we have had issues since day 1 the most biggest issue that we had and currently have as we speak is the roof and windows. The whole house leaks when it rains especially where the 2 houses meet and all windows. The person that sold us the house()only cared about selling the home and that's it. They pay customers to write a good review or give them a gift in exchange for a good review.
Business Response
Date: 09/19/2022
Business Response /* (1000, 5, 2022/08/26) */
Mr. , thank you for providing your feedback. We are sorry to hear about the issues you are having with your home. We have reached out to your home center where you purchased the home, as well as the home building facility where your home was built. We have reviewed the service history and have not found any incidents or issues related to your roof or windows while your home was in warranty. Moving forward, Clayton encourages you to reach out to your homeowner's insurance regarding damage to your home.Initial Complaint
Date:08/22/2022
Type: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 mobile home from Clayton homes Belpre OH March of 2017. We r replacing a wallboard and found out the insulation is improperly installed.Only can assume the entire home is done this way and the reason for high heating and cooling costsBusiness Response
Date: 09/20/2022
Business Response /* (1000, 5, 2022/08/22) */
Hello , Are you able to provide the serial number to your home so we are better able to assist in your concerns? 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.
Consumer Response /* (3000, 7, 2022/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
More information needed
Home serial #
Business Response /* (4000, 9, 2022/08/30) */
, thank you for forwarding the additional information. While we are truly sorry to hear of your discovery, after locating your information, it appears that your home warranty expired in March of 2018. At this venue we would need to encourage you to reach out to your home owners insurance carrier. We are always happy and willing to review an official insurance adjustors report if it states manufacturer defect.Initial Complaint
Date:08/17/2022
Type: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 I'm filing a complaint against Oakwood Homes. My fiancé and I are first time home buyer's and we recently purchased a mobile home from this company. On June 1st, 2022 @ 9:38am, we made a payment of $1,000 to this company to hold our home that was currently available on the lot. (Receipt No. : 251153) Dwayne Ladson was the sales person that stated he was going to hold this exact home that was available on the lot for us. We are just now finding out this company sold our home to another customer after the fact we put a $1000.00 down on 06/01/2022, and also signed & notarized all the loan documents on 07/15/2022. No one from this company EVER mentioned that our mobile home was on order or had to be ordered. We went up to Oakwood Homes to take measurements of the living room on August 11th, 2022, and that's when we found out that our was sold to a cash paying customer. I would like our $1,000 we put down to to hold our mobile home and I need to know the exact dates on when my home will be delivered and set up. I'm very unhappy with this company's lack of communication and dishonesty.Business Response
Date: 09/19/2022
Business Response /* (1000, 10, 2022/08/18) */
Hello , We are sorry to hear about your experience and would like to look into the matter further for you. Can you be more specific in which location you are working with? We were unable to locate you in our system based on the informaion provided.
Consumer Response /* (3000, 12, 2022/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mobile home we purchased, is in my fiancé name. The name of the company is Oakwood Homes. The address is
Business Response /* (4000, 14, 2022/08/19) */
Would you be able to provide us with your fiancé's name that the home is under so we may better assist you?Initial Complaint
Date:08/16/2022
Type: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 2018, since then I have had NOTHING but problems. I have multiple emails with no response from southern energy homes. I never received the so called settlement on my floors. I was told SE would fix then I was told who I bought the house would fix, then it went back to SE when I was told that if the floors didn't come in by Feb 2020 I would receive a settlement check which I never did. NOW my house is splitting at the seam. I reached out to who I purchased the home from and they are telling me it isn't covered under warranty...um how is the my fault that my house is splitting at the seam and I can see the sky from my son's bedroom? I want my house fixed. I want the floor fixed. I WILL never recommended SE or Manufactured housing consultants to anyone. The next move is reaching out to news outlets to get my home fixed. Once the company reaches out I will give the company the pictures and all the emails.Business Response
Date: 09/19/2022
Business Response /* (1000, 7, 2022/09/01) */
Ms. , thank you reaching out to us. We use customer feedback to better our processes. We have reached out to the facility that built your home, as well as the home center where your home was purchased. There is no information regarding a settlement, and Southern Energy of Texas has determined that all warranty concerns have been addressed. At this time, we encourage you to reach out to your homeowner's insurance or a licensed contractor to assist with any issues with your home.
Consumer Response /* (3000, 9, 2022/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reached out to my insurance. I can send the emails and correspondence of me reaching out to John Holder on multiple occasions in regards to the floor, but the lack of response doesn't surprise me there is nothing about a settlement.
Business Response /* (4000, 11, 2022/09/01) */
We apologize for your frustration and appreciate your feedback, Ms. . While we understand that this was not the result you were hoping for, we believe that other avenues are the best route to resolve this issue, as the home is no longer under warranty.Initial Complaint
Date:08/10/2022
Type: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.
I bought a new home in May of 2022 I paid 190,000 dollars and I have had a few issues that needs addressing bur when I call the project planner has an attitude and stuff may or may not get fixed... the contract said it includes everything bit septic witch I put in but I seen when changing hvac filter that there's no furnace for winter time....Business Response
Date: 09/19/2022
Business Response /* (1000, 7, 2022/08/25) */
Mr. , we appreciate your feedback, and we apologize for the issues you have had with your home. We have reached out to your home center and they have advised that the HVAC contractor has been in contact with you to provide the information regarding the thermostat and furnace.
Consumer Response /* (3000, 9, 2022/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has contacted me about anything problems is still not fixed...
Business Response /* (4000, 11, 2022/08/26) */
Mr. , thank you for reaching back out. We apologize if there was confusion: Issues with the HVAC are often best handled through the contractors who set up those units, as they are usually better equipped to answer questions and address concerns. We wanted to confirm that you had been contacted by someone who could assist you with your HVAC questions. We asked that the HVAC contractor, Springfield Mobile Home Service, reach out to you. They advised that on August 11th, they spoke with you and determined that there appeared to be an issue with the thermostat and that a replacement may be needed through Ecobee.
While Springfield Mobile Home Service is prepared to speak with you about issues with the HVAC unit, they not able to address issues with the thermostat specifically, as this is a separate warranty through Ecobee. Ecobee has a troubleshooting team that can be reached at 1-877-932-6233. While we understand the frustration of having to speak with multiple teams, it is necessary for Clayton, Springfield Mobile Home Service, and Ecobee to work together to make sure everything is working properly. We apologize again that there was any confusion and hope this information is helpful in resolving the HVAC questions you have.
Consumer Response /* (2000, 13, 2022/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/10/2022
Type: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.
Manufactured home ********* purchased and placed on property in Chino Valley by ******* Homes
COE X-XX-XXXX Within the one year ******* contractor period we had a cracked shower pan and a couple of rows of cracked tile in Master Bath. ******* sent a subcontractor to address issue. The sub noted the tile is not what we ordered and recommended to replace current tile with sturdier (non factory) tile which was paid by us. ******* Homes agreed to cover labor. Project was underway during the ******* warranty period. The sub was called away (his wife ****** ** ** auto ********* He was gone for several weeks. When he returned, it was noted that the workers had torn tile off the stall walls and tossed onto new wood floors; damaging an area. Sub was backcharged by ******* for the floor damage. At this point, his work became shoddy as he was losing money. He got called away again and never returned. We tried to hunt him down and were advised by ******* that the subcontractor had ****** **** ****** The work was left unfinished. The shower has not been used since December 2020. ******* Homes and ******* Homes keep advising us we are outside the warranty period and will not honor the incomplete work. We have even involved *** at NBC Channel 15 in Phoenix and his research assistant has been met with resistance. We have contacted Arizona ROC and AZ Housing Authority who have made attempts to reach out. ******* has advised Teri at Channel 15 that our issue has been turned over to Corporate. We have still not had any activity on our unfinished claim. Our sales receipt does mention "liquidated damages" but we are attempting to keep this out of the legal arena.Business Response
Date: 09/18/2022
Business Response /* (1000, 5, 2022/08/16) */
Mr. and Mrs., thank you for providing your feedback. We use this information to better our processes. We have reached out to the home building facility where your home was built and have determined the following service history:
In October 2020 and April 2021, tile was removed and replaced as a part of warranty service, and Mr. was the contractor sent by the home building facility. The home building facility was made aware that you were unhappy with these repairs, and offered to pay for replacement tile, but not the labor.
The arrangement for Mr. to complete the work was made without the involvement of the home building facility, and they did not pay Mr. for the labor. After review, the home building facility would not have responsibility in further repairing the tiles, as this would have been an arrangement between you and Mr..Initial Complaint
Date:08/09/2022
Type: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, ********* ****** ordered a brand-new Modular House from Oakwood Homes Henderson, NC 27536. I paid $1000.00 down Honest Money for Honest House December 2020. I paid another $6,642.55 July 2021 to have the house delivered. The house delivered in October was not the house I ordered. I told Oakwood in October when I saw the house. Oakwood left that house on my property for 9 long aggravating months. The house was just removed at the end of July 2022.The house was promised brand-new and ordered. The house was neither ordered or brand new.When I contacted Oakwood's Corporate Office: Clayton Homes, they could not give me a order number or a date on my order.I, ********* ****** wish to receive all my money returned to me and compensated for the length of time house Oakwood occupied my property 9 months times $2095.00 per month.Scam: A customer goes to Oakwood Homes to order his/her house. He/she are never told everyone will not receive a brand-new home ordered from Clayton Homes. For full disclosure he/she will receive something from Oakwood's lot: repossessed, renovated, or whatever with this HBS name. This is the scam. Oakwood Homes sign does not read HBS it states Clayton Homes.Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/11) */
CMH Homes, Inc. d/b/a Oakwood Homes ("Oakwood") respectfully denies Ms. ******'s allegations and entitlement to relief. Ms. ****** signed numerous documents at the point of sale demonstrating the exact specifications for the home that she would receive. See attached enclosure. The home she was furnished was brand new and met all of the specifications set forth on the documents Ms. ****** signed. Ms. ****** had the home inspected by an inspector of her choosing in April 2022 who confirmed that Ms. ****** received what she ordered. Ms. ****** has never identified any component of her home that does not comply with the documents she signed setting forth the home's specifications. Oakwood made numerous attempts to work with Ms. ****** to provide any changes to the home that would satisfy her. Ms. ****** did not respond to any of Oakwood's communications. Nevertheless, per her repeated demands, Oakwood removed the home from her property and is in the process of reimbursing her lender for all payments made (including interest that has accrued) so that her loan may be extinguished. Therefore, Ms. ****** is now in the same position as she was in prior to purchasing the home. Ms. ****** has made numerous complaints to government agencies, lawyers, and television stations, none of which have found Oakwood at fault. Ms. ******'s contracts set forth enforceable disclaimers of consequential and incidental damages. Accordingly, Ms. ****** is not entitled to the relief she seeks under the facts or the law.
Consumer Response /* (3000, 8, 2022/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The house was not new and ordered to my specifications. They placed the house on my property to renovate to specifications. The house did not have expresso cabinetry throughout, the tubs and sinks were not brown. there was no flooring in the house.
Mostly I have yet to receive my $1000.00 honest money.
I have yet to receive my $6,664.55 for the wrong house.
I paid numerous electrical expenses about $3,000.00
I paid for clearing and upkeep of my property for the right house I order.
Also when I told them in October that was not the house I ordered it should have been removed right away. It should have not taken 9 months to remove.
That is a long time of wasted money on my part and I should definitely be compensated for that.
Oakwood / Clayton should not be pulling scams like this on no one.
Sincerely,
Business Response /* (4000, 10, 2022/08/15) */
Oakwood continues to respectfully deny Ms. allegations and her entitlement to damages.
While the home was not delivered with Espresso cabinets in the hall bathroom due to product shortages that were communicated in writing to Ms., Oakwood changed the cabinets to Espresso as soon as they became available. With regard to tubs and showers, Ms. signed the specifications stating she would receive a "48" fiberglass shower" in the master bedroom and a "60" fiberglass tub/shower in the hall bathroom." She did not order brown tubs or showers. Ms. also signed the attached agreement acknowledging that she would be responsible for installing her own flooring.
Because Oakwood did not breach any agreement with Ms., she is not entitled to reimbursement of any funds from Oakwood. Even if Oakwood did breach any of its agreements (which it did not), the terms and conditions of her Sales Contract state that Ms. "damages are limited to the lesser of either the cost of needed repairs or reduction in the market value of the unit caused by the lack of repairs. In no event, will the Seller be liable to the Buyer(s) for any incidental or consequential damages."
Oakwood is sorry that Ms. did not enjoy a good homebuying experience. However, Oakwood simply did not engage in wrongdoing towards Ms. Taylor. Oakwood's removal of the home and satisfaction of her mortgage went above and beyond any responsibility of Oakwood with respect to Ms..Initial Complaint
Date:08/08/2022
Type: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 purchased a manufactured home from Oakwood homes and moved into it in December 2020. Just recently we noticed water coming out from under our bathroom vanity. We didn't see the pipes leaking or anything so we weren't sure what the issue was. We took a flashlight and looked down the hole where the pipes are coming through and you can tell where the pipes have some kind of putty on them. It looks like they must have damaged a pipe during the building process and tried to do a temporary fix. Well now that it has been over a year, oakwood homes is telling us it's not their fault and there's nothing they can do about it. We have black mold growing all under our vanity because of this leak. The manager also hung up on us when we were trying to discuss the issue with him. This is their fault due to faulty work and it needs to be made right.Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/15) */
The Home Center went out and inspected 8-15 the customers concerns and are currently working with them and the Home building Facility to get their issues resolved.
Consumer Response /* (2000, 7, 2022/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/08/2022
Type: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 reached out the Clayton Homes
of Crestview to purchase a home. I was pre approved for a VA construction loan via First Federal Bank. Employee, ***** Baker stated that they can only do business with your family 1st Signature Bank and Silverton Mortgage. That's the only two banks they can work with, apparently. I called the corporate office and they told me they don't force anyone to use a certain bank. They also stated they are going to call the GM, "***". Still waiting for them to call me back. I told ***** ***** that I am filing a formal complaint and she proceeded to say "we wish you well in your pursuit of finding home" meaning she is no longer intrested doing business. Clayton Homes forces people to go to the bank of their choice. Clayton Home is a huge business and there's no excuse for not getting an answer or have rogue agents, if this is deemed incorrect information.Business Response
Date: 08/23/2022
Business Response /* (1000, 5, 2022/08/08) */
We do apologize we were unable to assist you with your home buying needs. We do value your feedback and will work with the Home Center to better explain the lender processes and Lender Boards in each of our Home Center Locations to our customers. The Lender boards are listed with several area lenders that are familiar with Manufactured Housing Lending, this allows each customer to choose their Lender of choice. We do wish you the best with your home buying needs.
Consumer Response /* (3000, 7, 2022/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems that steering people to use your lender is not prohibited by your company since the business did not offer any solutions or recourses.
Business Response /* (4000, 9, 2022/08/09) */
There are several Lenders on the lender board you would be able to choose from and these are not our Lenders. They are just lenders that are very familiar with our product and loan closings which helps make transactions smoother. We apologize if this was not better explained to you, and wish you the very best in your home buying.Initial Complaint
Date:08/04/2022
Type: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 new home in 2021 , a Clayton model mobile home . 4 bedroom 2 bath . The home was supposed to be ready to move in with everything brand new . I have had multiple issues with the home and had people come out at least 15+ times . The new smart furnace that was in my home was not hooked up properly, causing my furnace to constantly leak and fill with water , and would not turn on to produce heat . I went all winter with absolutely no heat in my home. I expressed to them I had 4 children living in the home and needed the furnace fixed . They stopped answering my calls and returning emails . Now my year warranty is up and they have no interest on even talking to me . There was also many issues that started to happen inside the home I tried to address and have fixed and again they just kept blowing me off . My kitchen pipes were done wrong and was leaking , all of the seams where my house was put together has separated.Business Response
Date: 09/21/2022
Business Response /* (1000, 5, 2022/08/05) */
Would you be able to provide us with the Serial # for your home to better assist you? This would be located under the kitchen sink on a white laminated piece of paper. The Serial # will look like ABC012345TNAB example. We look forward to hearing back from you.
Consumer Response /* (3000, 7, 2022/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Serial # MDCXXXXXX
Business Response /* (4000, 15, 2022/08/24) */
Ms. , Thank you so much for your patience as we have been collecting further information regarding your concern. The Middlesboro facility has informed us that they have recently been in contact with you, as well as Carrier (the manufacturer of your unit) to provide resolution.
Consumer Response /* (4200, 17, 2022/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they did reach out, but have not come to a resolution. Clayton just keeps trying to put the blame on someone else . I have talked to them 3 times already and they just keep saying we'll I'm waiting to hear from capitol.
Business Response /* (4000, 19, 2022/08/31) */
Ms. , We have been advised that service has been scheduled for you within the next two weeks. We appreciate your patience in the matter as we work towards a common goal.
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