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 In Pelham

  3260 Pelham Pkwy Pelham, AL 35124-2006

• 

  Clayton Homes, Inc.

  3622 US Highway 31 S Decatur, AL 35603-1634

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  Freedom Homes

  26163 I 30 South Bryant, AR 72022-9363

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  Luv Homes of Bryant

  26244 Interstate 30 Bryant, AR 72022-9364

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:03/06/2025

  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 Clayton Holmes house with a bridge cash loan to refinance to an FHA loan when we sold our old home. Clayton home never disclosed to us that if we were to use an FHA loan that the way that our home would be set out on our land would differ compared to if we use the cash loan. Pretty much with a cash loan the bare minimum was done where as with an FHA loan it would’ve been set more securely. Our lenders also had no idea of this fact either so when it came time to refinance we had a structural inspection done and were told that our home did not meet the TDHCA guidelines. we contacted Clayton Holmes about this because that is a state requirement and they informed us that this was not covered under our warranty so we had to pay out-of-pocket for this. after research and complaining to TDHCA themselves we were told by then that this should’ve been covered and had we reached out to them first they would’ve required Clayton home to fix this, but since we paid out-of-pocket for it already that we were advised to seek legal advice which we are in process of doing now. The main concern is that they are not disclosing that your home will be set differently, depending on how you have your loan and if you use cash, it won’t even be set up to state guidelines. and that they will not follow a warranty claim, even if it shows that it was not done to state guidelines.

  

  Business Response

  Date: 04/07/2025

  Mr. ******, as mentioned in the previous message, you have service already scheduled with the Home Building Facility for this week. You have spoken with ***** at the Home Building Facility to discuss this, and as mentioned, they will address structural, non-cosmetic items. We are aware of the entire service history of the home, including previous service visits.

  

  Business Response

  Date: 04/08/2025

  We sent the response to Mr. ****** instead of to Ms. *********. This is the response to Ms. *********** complaint: Ms. *********, thank you for your feedback. We are sorry for the
  frustration you’re experiencing. Clayton sets all of its homes to federal HUD
  guidelines; this is a requirement for all manufactured homes. FHA has some
  different requirements, such as additional tie-downs and inspections, but this
  is not pursued by every homeowner. If Clayton is notified that a homeowner is
  pursuing FHA financing, we ensure that those guidelines are met in addition to
  HUD standards. The TDHCA has not contacted Clayton to notify of any
  deficiencies in the setup of your home.

• Initial Complaint

  Date:03/03/2025

  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.

  This home has lot issues we dealt with international homes someone needs for the last year all we get is a run around for year now I have had enough with ***** ***** and his daughter we complained any the dry wall they send somebody out don’t no nothing about hit my daughter could do better job this not acceptable the paint has lite place where it not covered good hit has places all these the home crown molding has paint on them in places they have cracks where put together . Before we bought this home we looked around homes on lot is not put together like this. We gave $135000 for this home This home should not look like the ones on lot instead falling apart can’t get no one to do nothing living room when u walk it sounds like someone walking with crutches. We deal with ***** and his girl for years all we can get run around back of home vinyl siding is fall off they fixed I three Times it fall before they leave Please send someone over ***** ***** look at this dry wall and paint. The dry wall needs re muddied and how trailer need repainted. Please come look at this garbe yourself cabinet door had scuff on it they brought one put on it it’s to long. Crown molding ever bet has big crack were it’s put together and has paint on it all the the home where they to lazy to tape off be hind cook stove has crack beside plug in they fixed two places in dry wall the last time they was here and never painted it I am ashamed for people to visit us $ 135000 cash it looks like ****. Plus the back door leaking under it when rains hard winds blowing with rain they say they done all they can do but dam floor going to be rotted out of it if they something not done I have had this run around for year now nothing been fixed

  

  Business Response

  Date: 03/13/2025

  Mr. *****, thank you for your feedback. We are sorry to hear about the issues you're experiencing with your home. The home center visited your home in December and addressed all outstanding warranty issues at that time. The paint in your home is a primer-paint, and matches the paint in all homes built by Clayton. Additionally, your home was ordered without a storm door. The home center and home building facility believe they have addressed the warranty concerns and has no further service planned at this time. 

  

  Business Response

  Date: 03/13/2025

  Attached is the signed work order indicating that the repairs were completed to Mr. *****'s satisfaction. 

• Initial Complaint

  Date:02/27/2025

  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 bought a manufactured home in 2023 that is still under warranty and I've had repairmen out to my home 6 different times sent by the manufacturer. We've had issues with walls, windows, siding and the company is no longer wanting to complete the repairs. This is not right, we've had the state come out and do an inspection but the inspector cannot instruct the workers on what to do.

  

  Business Response

  Date: 03/14/2025

  Good afternoon! The manufacturer is currently working with the customer. They were out to complete some repairs on 2/25. They have now put a work order together for other repairs they weren't aware that needed to be completed. 

• Initial Complaint

  Date:02/27/2025

  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 purchased a home from in June of 2022 and repairs that was supposed to be done has yet to be fixed properly by clayton, the sent-out service contractors who were not employed by clayton to fix issues on a clayton home that were not done I'm still having the same issues, floor makes cracking Noice, throughout the home the house, the front door want close I still have cracks through the home that were not fixed base boards are loose molding detaching from the wall house needed to be releveled when i first reported the floor squeaks, this is a 170,000 that i may have to pay on monthly and im not satisfied with the outcome, the agent for clayton homes has poor customer service and is very rude to customers. I was told the issue would be resolved even after the warranty expired because they took so long to send someone out to address the issues. I have all emails where the issues were not resolved now they have caused other issues

  

  Business Response

  Date: 03/13/2025

  Good afternoon!

  The manufacturer has been in contact with the customer. There have been a previous repair on the flooring. The manufacturers warranty has expired. 

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In summer of 2023 I purchased a home from them. Among many problems with the home was the vinyl siding. Which there maintenance guy told be wasn't installed properly and he couldn't fix it himself. I noticed the problem well before the year warranty ran out and they assured me they'd fix it. Here it is 2025 and there still assuring me there working on it but the siding is still coming off in places and water getting to the inside where it shouldn't be. I don't think there supposed to make someone wait this long. I've spent 150000 dollars on the house so I wouldn't have these problems. Now I'm worried it won't get fixed and if there is any water damage that may have resulted in them continuing to drag there feet.

  

  Business Response

  Date: 02/24/2025

  We have spoken to the Home Building Facility who is working with the siding vendor to set an inspection of the siding on the home due to the home building facility no longer carries this siding. The Home Building Facility will be regularly communicating with the customer to resolve these concerns.  

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: 22981646
  
  
  
  I am rejecting this response because:
  
  It sounds like Clayton homes is passing the responsibility to me and the manufacturer, it was under warranty when first brought up. Clayton homes was supposed to fix everything within a year. I don't mind if the manufacturer ends up fixing the siding but I'm not going to be told to deal with someone else when that is there job to get this issue resolved. I've spent so much time trying to get this right and it sounds like they want me to spend even more time to do there job that I paid good money to be associated with there company and policy.
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/20/2025

  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.

  Clayton homes rushed the build of our home. There is no insulation in the walls nor around the windows. We’ve been trying to contact since it was brought and they did send people but they did nothing. And our roof has been leaking since then and now we have mold that continues to come back cause they didn’t seal any part of the house correctly. None of the outlets work and they constantly overheat so many we cannot use. Lights don’t work and they didn’t seal under the sink nor around light fixtures so it leaks through the lights.

  

  Business Response

  Date: 02/20/2025

  Mr. ********, thank you for your feedback. We are sorry to hear about the issues with your home. If you could please provide your manufacturer's serial number, we'd be happy to look at the status of your warranty. This can be found under on the data plate, and will begin with a few letters, ex. CAP012345TNAB. 

• Initial Complaint

  Date:02/18/2025

  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 a mobile home from Clayton homes. And it seems to be falling apart. The stove is having issues there’s a water spot. The door leak around the edges when it rains.

  

  Business Response

  Date: 03/04/2025

  Good afternoon. The customer does have an extended service agreement in place with Home First Warranty. They can be contacted and a claim can be filed at 1800-804-9389. Thank you.

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased and moved into our dream house at the end of 2021 (Purchased from Clayton Homes in Fletcher, NC). Since moving in we've had such a terrible experience with the house that we love. At the beginning of 2023, we reached out to Clayton to seek help, because our (at the time) just over 1.5-year-old house had extreme soft spots in the spare bathroom/kitchen and water spots on the master bedroom ceiling (you can almost step through the floor in both spots). We were told that we would have to go through the Home First warranty place through Clayton, and Clayton could not do anything for a new home with all of these issues. We contacted Home First and they were not able to assist us after looking into the issues with the house. Fast forward to 2024 and our now just 4-year-old house still has severe bad soft spots in two places, and the ceiling still leaks above the master bedroom sink. We are so frustrated with this process, since the beginning nothing went smoothly in the process and now the house we intended on living in for many years has become such an issue that we've thought of selling it and attempting to start over with another company. We've also had to spend an extra $5+ thousand dollars at the beginning of 2024 to fix draining issues in the yard via a French drain, as that also was graded incorrectly according to a grading specialist. After shopping around for a few years at Stick Build Homes and then deciding to go with Clayton due to what we thought were solid homes and a good reputation, we've been immensely let down. I just don't understand how a (at the initial time of the problem occurrence just over 1.5 year old house) 4-year-old house should have so many extreme defects/issues that the company doesn't seem willing to stand behind. We just don't know where to go from here but are losing hope in this house.

  

  Business Response

  Date: 02/18/2025

  The Home Center has agreed to inspect and assess your home as a courtsey since the 1 year warranty expired October 2022, and it is showing you have the extended warranty through HBPP (800) 804-9389.

  Customer Answer

  Date: 02/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22946398, and find that this resolution is satisfactory to me. The business is still currently working on repairing the issues with our house, but has been great with communications during this time and seem to be actively working on solving the matter .
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mobile home from retailer, Clayton Homes and closed on August 31, 2023. The process was smooth up until it was time to do the walkthrough.
  
  We had a list of contingencies, repairs and a signed promise to provide us replacement bulbs for the recessed lighting throughout the home. We were inform by our sales agent, to reach out to *** at the service center whenever we had an issue. We had to contact *** for a couple of leaks inside and outside the home. We still had some outstanding issues, but they took a back seat when my mother passed away in December 2023.
  
  The mobile home came with a one year warranty. We also took the initiative to purchase an additional five year service contract. The furnace stopped working and I called *** at the service center Thursday, January 30, 2025 to advise. He stated the warranty was expired and advised to call an “AC guy”. I advised him of the service contract purchased and he provided me the number Homeowners Plus and stated he would do some research and follow up with me. I called and spoke with ***** and she was unable yo find a policy, even after I confirmed we applied and made the payment. She advised me to contact the retailer, locate the application, and method of payment.
  
  While gathering the requested information, *** called and stated he located the application and the money order in the warehouse and it was never sent to Homeowners Plus. He confirmed he was sending them the information to setup the warranty. We are still waiting on a resolution to file a claim for a repair to the AC/furnance.

  

  Business Response

  Date: 02/13/2025

  Good afternoon!

  The home center called the customer and gave her the policy number along with the phone number to her extended warranty. She will be filing a claim. Thank you.

  Customer Answer

  Date: 02/17/2025

  
  
  Complaint: 22900762
  
  
  
  I am rejecting this response because: we were informed that the home came with a year warranty. Should the effective date be 10/24/2024 through 10/26/2029 or do we not get credit for the one year? We did address this with the sales agent at the offering of the warranty and completing the paperwork. We were assured it would be adjusted. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 03/07/2025

  Good afternoon!

  The retailer has reached out to the customer and are assisting them with their concerns. Thank you.

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a home in 2020, and we have had so many issues. They first ordered the wrong mobile home we wanted. Then, We stated we wanted to purchase the extended warranty, but apparently they didn’t do it, and cut off all communication with us when we hit our one year mark. Our backdoor doesn’t shut, and they claimed the fixed it but never did. All the strips on the wall have or are coming off and the wood pieces around the door frames. We have had to replace our transformer in our thermos twice. There are cracks in the ceiling. The cabinets are starting to fall down. They have come unaligned. The drawers have all broke off their tracks. The middle beam has fallen completely off once. The siding has popped off.

  

  Business Response

  Date: 02/19/2025

  Mrs. ******, thank you for your feedback. We're sorry to hear about the issues you're having with your home. Clayton provides a manufacturer's warranty for one year that covers structural defects that are present at the time of manufacturing. It does not cover wear and tear, settling, or cosmetic items. Your home warranty expired in November 2021, so we would unfortunately be unable to assist with the concerns you are currently having. In the Homeowner's Manual, we suggest checking if the home needs to be releveled. This should be done every 1-2 years, since soil shifting can cause wall movement that results in the issues you mentioned.