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

  13140 Highway 78 Jasper, AL 35501-3519

• 

  Paradise Homes

  187 Highway 231 N Troy, AL 36081-1766

• 

  Clayton Homes of Northport

  4401 McFarland Blvd Northport, AL 35476-2824

• 

  Freedom Homes of Alexandria

  6962 US Highway 431 Alexandria, AL 36250-5063

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:01/17/2025

  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.

  Customer states he purchased a home from the company and paid for delivery and installation. The customer contends there were issues with the delivery and his home was not properly installed. The customer states that due to the company's negligence during the delivery, his home is now infested with mold. The customer states the home is now uninhabitable. The customer states he spoke to a customer representative but has not heard back from the associate.

  

  Business Response

  Date: 01/17/2025

  Mr. ******* has been in frequent contact with Clayton about
  his concerns and has a single point of contact moving forward. Clayton intends
  to make a visit to the home and is reaching out to him today to schedule this.

  

  Business Response

  Date: 02/10/2025

  Mold is not covered under warranty at any time. However, as a courtesy to Mr. *******, Clayton has agreed to help him by completing some additional service outside of the warranty period and outside of the warranty coverage. Mr. ******* has been made aware of the repairs that Clayton is doing--the attachment shows a letter that has been read verbally to Mr. ******* and was sent to him via certified mail. Clayton will not be completing any other repairs. Any other concerns he has would need to be remedied through his homeowner's insurance or his extended warranty (1-800-804-9389). 

• Initial Complaint

  Date:01/16/2025

  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.

  Let's start this tail at the end of 2020 we, being my wife and my mother shopped around for a new trailer okay so we went to Clayton and they showed us a brand new trailer brand new then everything was going smoothly and so about a week before closing then out of nowhere they come up with this trailer and took advantage of my mother who has Alzheimer's they charge this twice as much then we would have paid at an interest rate that would make your toes curl I'm not putting this complain up here for me I'm a lost cause I've got a giant hole in my roof I've got cracks in my foundation all this is documented did they do anything to fix it not a thing but you know what if I can stop one person from buying one of these piece of junk trailers that also release formaldehyde during the summer then maybe I can save somebody's life because these trailers are death traps Tell me I don't know where to begin the entire roof is made of 3/4-in plywood the floorboards were uneven we complain about that in the first year at least four or five times the electrical systems were messed up and so much more I told her to do there was a crack in the ceiling and all he did was put some putty over it instead of a dressing the fact that the foundation had done twisted this whole trailer oh and the top it off that brand new trailer was about 2 years old so this is my story from Clayton mobile homes don't buy anything from them they have destroyed our lives and they don't care they have flaked out so hard that our insurance company now wants to digits because they wouldn't fix anything so that's my story and to those people up there at Clayton knew about all this I hope you all can't sleep at night because I know I'm not the only family this got these problems you are taking billionaires money building cheap little homes that don't even have couldn't find a stud amount of anchoring in so you know Y'all got a problem with what I got to see y'all know who I am and I hope that my 10 million

  

  Business Response

  Date: 02/04/2025

  Good afternoon! Looking back on the history of this customer, in October and November 2021 there was damage due to a fallen tree branch during a storm. The home was inspected by the HC GM at the time, and it was determined the customer would have to file an insurance claim since it was storm damage. The customer did file an insurance claim and was paid out for repairs. The customer does have an extended warranty with Home First Warranty. They can file a claim by calling 1800-804-9389. Their extended warranty expires in November 2025. As for the interest rate, that would be something they would need to discuss with their lender. We have no control over financing.

  Customer Answer

  Date: 02/12/2025

  It doesn't seem justified that we were lied to about the age of the trailer then when all the different parts started to break or crack or sink, when we called the Monroe office multiple times and made sure everything was documented and they would come out and either do nothing and tell us it's an insurance issue or cover up the cracks. It was obvious the trailer was sinking at an angle which cause cracks in the ceiling or the baseboards started randomly popping off but the worst part was they played us along until the warranty was was up then suddenly it's not their fault. ***** wouldn't answer my phone calls nor would anyone address the foundation issue. Now something is wrong with the electrical systems and when I go in the back yard I get electrocuted. I couldn't even pull the breaker on the AC unit due to the shock. I bet I got zapped 7 or 8 times just getting back inside. Now we have been cut from state farm. I did the math and just since I was born we paid them $635,000.000 and they paid out maybe 10 grand. Where's the justice in that. I would be better off saving the monthly payment. We could have a nice house by now but instead we live in a trailer that leaks when it rains and thanks to Bonner dirt contractors causing the water table to drop the whole neighborhood is forming sink holes. It's so bad I contacted the EPA but only to find the corruption runs deep here. I have evidence of forging paperwork from the committee to the EPA but no one will even look. I know about the chemicals buried out here just like wham brake has toxic sludge. I have done my homework and I have names and the actual papers. Nevermind better waterworks just built a "new" facility then the next year gets 11 million dollars for a new treatment plant. Wonder where that went. And after all that we still have toxic water to the point where it is killing people just causing health problems with anybody that drinks tap water or mean it's pathetic Northeast Louisiana utilities has a monopoly on our utilities which is not fair even by a constitutional standards there needs to be an investigation into the EPA dealing with this company I would be happy to turn over any evidence that I have and points you in the right direction to get even more because they forged a lot of signatures and they faked a lot of documents I recall multiple pages where the pH balance of the water was zero I hate to break it but that's impossible minerals break down into the water which cause it to either be acidic or base then they turn around and run straight chlorine through our water system trying to clean it out before somebody finds out but I hate to break it to him I've got a whole neighborhood watch page that has a special chat board dedicated to the quality of our water and it is sad we should be funded for a super fund site. Instead the government gives them more money and to top it off they have the audacity to charge us more for clean drinking water I don't even like the bath in this water nor do I want my pets drinking it I still think it's responsible for quite a few deaths because I know many people that had the same conditions to drink for tap water their entire lives despite thus begging them not to and they all came down with either kidney stones colon cancer prostate cancer or pancreatic cancer. Makes you wonder why they took that big section of woods and made it a game reserve private property but if you look at it from the air there's lots of spots where there are complete dead areas I mean trees grass nothing is alive in these areas. I know this first hand because my grandmother lived right on the edge of this club they dug a ditch right through her yard then they cut off access to the sand dunes which used to be a trash dump then suddenly when all this starts popping up they level it out and destroy the evidence And as the EPA better now here even once to take a look at it not that I'm aware of because I bet if they test the water they would be surprised but nobody seems to care about us we're just another number and a book like stomach experiments no records of what they dumped in the ground but I know my grandfather was the head of the lab that IMC he retired 8 months before the explosion and on his deathbed he told confessions he couldn't give locations but he said that if the government knew what they did everyone would be in jail and that terrifies me because my grandfather was not the man that talks and runs his mouth He's a man that when he speaks you listen hard from that plant then he died from mesophilioma from the asbestos in that plant. Bad evidence is out there and I'm willing to bet you can see it if you just look at the woods because chemicals like that don't leave living vegetation one buried in the ground. Sterlington rouge Monroe Schwartz are just a few of the places he named in theater carcinogenic chemicals used to create flame retardant material if I'm mistaken I think it's the only one in the United States with only one other in the world in Germany because of the toxic nature of these chemicals but you should do math from the time that company changed from Angus to IMC or whichever way went the Mercury level in the rivers went through the roof and so did cases of autism in the area right along with cancer and kidney diseases liver diseases but nobody has the guts to stand up to them well I have nothing left to lose so I say let's open and investigation because there's corruption and it goes all the way to the EPA and quite possibly farther. I have names papers hard evidence of all this just say the word and I'll hand it over but I'm sure you can find it cuz I pull it directly off of the EPA website

• Initial Complaint

  Date:01/14/2025

  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.

  Have not received the heat pump and still have missing siding on the front

  

  Business Response

  Date: 01/16/2025

  Ms. *****, thank you for providing your feedback. We tried
  reaching out to the number on file but it was disconnected, so we reached out
  to Ms. *******. Ms. ******* stated that the siding is a new issue that she was
  made aware of from a neighbor. We have also reached out to the installation
  company for the heat pump and they provided a service date of January 31st.
  The home center will repair the siding on that day as well.
  
  Please ensure that all warranty concerns are reported to the
  home center where your home was purchased.  
  

• Initial Complaint

  Date:01/13/2025

  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 Clayton Homes in Walton, KY on March 02, 2023 from the start I had issues. I was being lied to and given the run around about things being done and being able to move in. I finally had to get my attorney involved. they tried to do the same thing to him. I finally got to move in and more issues started first thing that happen was a leak in the utility room. I called and they came out and found out they (Clayton Home) had put a nail through a water line to the washer hookup. I decided to have a home inspection done and I am enclosing the report. The home inspection report has all the issues that was wrong with the home they was advised about the report and given the chance to fix everything. I had a home reinspection done after the repairs were done which is also enclosed. As you can see in the two home inspection reports there are still issues that still need to be fixed. Clayton Homes has advised the attorney that repairs were completed and gave excuses for not repairing everything.
  
  Moved in on September 25, 2023

  

  Business Response

  Date: 01/27/2025

  Ms. *******, thank you for your feedback. We apologize for the issues you're experiencing with your home, and we appreciate your feedback. We have been in communication with your attorney, Mr. ****, and have addressed several of the issues in your complaint. We have attached the work order from recent service as well as the Welcome Home orientation paperwork that does not show an issue with the vinyl flooring present. 

• Initial Complaint

  Date:01/13/2025

  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.

  The house we bought just last year has had so many repairs needed and mistakes made on the house, from siding falling off front door cracked won’t shut or lock, air coming from around the door in back during this winter, heat pump don’t last more than than twenty minutes water runs cold. Floor in kitchen was soft they came out fixed now it is sinking in. List goes on and on. Just poorly built in my opinion for the price we paid for it. Wish we would have read up on reviews prior to buying Clayton home. Even had the front porch replaced as it started to warp. Just very disappointed as we will be living here for next 25 years and unsure if the house will even last that long

  

  Business Response

  Date: 01/13/2025

  We are sorry to hear you are having issues with your home. We show you purchased 12/7/23 and the one year warranty expired 12/7/24, however you did purchase the extended warranty and can reach out to the Home Buyers Protection Plan at 800-804-9389.  

  

  Business Response

  Date: 01/13/2025

  We have reached out to the home Center and Home Building facility and they have advised the following:

  The Home Building Facility has an open work order for this customer. The retailer stated the customer reported
  his issues prior to warranty expiration. They created a work order in Vantage
  11/13/24 but did not submit it to the Factory until 12/31/24 due to a glitch in the system. We are honoring
  the work order. This work order has been placed
  with a contractor for completion over the next 2 weeks. Please be on alert for your assigned contractor to call
  and schedule with you. 
  
  

• Initial Complaint

  Date:01/08/2025

  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.

  Unfinished work to a manufacturer home

  

  Business Response

  Date: 01/22/2025

  Good afternoon!

  The retailer have scheduled service techs to be at the customers house on 1/23/2025. Thank you.

• Initial Complaint

  Date:01/07/2025

  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, a terrible company to purchase a home from. Between them finding ways out of selling me a home I wanted to not doing stuff properly. my property for one was never cleared or graded properly after multiple attempts, The design of The HVAC system is terrible causing high humidity, the home was put together very poorly, trim falling off walls and doors, drywall busted up behind trim, walls don’t line up and gaps between the walls filled with foam then covered by trim, A/C register never cut in properly, causing flooring to peel back. Dents in fascia from when they leaned the ladder up against the house for gutters, all of which has been reported to Clayton homes and they only want to fix the stuff that they want to and that doesn’t want to be done. This is specifically Clayton homes of Ocala that I’m referring too and TRU homes the builder of my specific mobile home

  

  Business Response

  Date: 01/10/2025

  We apologize you are continuing to have issues with your home, however the Project Manager at Clayton homes Ocala has been trying to reach you regarding your repairs. Would you be able to reach back out to them at (352)629-1346 ? 

• Initial Complaint

  Date:01/03/2025

  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.

  I purchased a mobile in 2018 and there has been leaking under my home since we bought it.. both of the the tubes have been leaking water since it’s been here and every summer snakes be around the home in the water.. this is very dangerous for our kids and we paid too much money for a mobile home that’s not even worth living in.. the whole house started falling apart within months of living on here.. now it’s getting worse.. this is not wear and tear. This is cheap material that cost people more money to fix

  

  Business Response

  Date: 01/21/2025

  Good afternoon! 

  This is the first time of being aware of any roof leaks. The manufacturer reached out to the customer yesterday morning and left a voicemail. The last time they had heard from the customer was on 11/10/2018. They are waiting for the customer to return their call. Thank  you.

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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.

  It has taken me months to stew over filing this complaint. Now it’s time. We purchased our home in late September 2024. We were told by **** if we were able to close early we would be able to order the home around October 1st and it would put our home ahead of schedule. After closing, **** spoke to ****** the GM I spoke to **** who informed me that our home would be ordered be delivered October 15, then the 18th, then the 17th. I told **** what happened to October 1st and he really couldn’t explain what happened to that date. Eventually the home was delivered on the 15th the same date as if we would’ve close the first week of October per ****. At this point my husband and I realized ****** was likely pushing our home around. I’m very sick and have been for 7 years. I told ******, ****, and **** this. **** told me that our home would be ready by thanksgiving, then Christmas. ****** Promise us our home would be move in ready by Christmas. **** never looked at our plot of land to see we had 2 parcels and we would need a survey. We accomplish this in one week. Everything that arose that they would throw at us as a reason why our house was getting pushed back we would achieve in record time. Though Thanksgiving came and went, Christmas came the home was delivered but not move in ready and we were told that we had 60 more days to wait per ******. ****** has caused a lot of the headache we have had to endure here. **** tried his best to get us in our house over promising dates he could never achieve. It has completely hurt our confidence to believe anything that any of them say. Now ****** and **** wont even respond to my emails or texts. **** will tell me one date then come back with another much longer date. We are running out of time where we live. And soon maybe homeless because of Clayton homes. We need out home to be completed and move in ready within 3 weeks. I’ve given ****** **** and **** nice gifts to build relationships.This is not fair.We are being mistreated.

  

  Business Response

  Date: 01/14/2025

  Good afternoon! The HC has been in contact with the customer and providing updates when needed. They are on track with the timeline of the home setup. Thank you. 

  Customer Answer

  Date: 01/15/2025

  I’m happy with the resolution after speaking with ****** the GM. Please close this out. 

• Initial Complaint

  Date:01/02/2025

  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.

  Date of sale 5/20/24 from freedom homes/product Clayton home.
  Repair person apt November inspection with no parts. Repair person apt 12/12/24 with out my ordered parts for Rio model E 133118 just brong things available from site.My complaint is The seller and manufacturer delivered a home to me and will not replace defective materials and parts which installedat factory, because it will cost them money their words not mine.I fill this home is un level. They won't send a professional out check or attempt correct if something maybe wrong. I spoke with seller by phone about level months before 1st. Contractorcame out.
  It came with defective materials and partsThe seller won't replace with new.
  Major issues I need resolved.
  Tub master bedroom replace.
  3 windows: living room,master bedroom, breakfast nook replace.
  Flooring Linoleum: utility room, living room, & bedroom replace.
  Spare bathroom counter top replace.
  Spare bathroom toilet replace.
  Exterior glass door replace.
  The plumbing piping to hot water heater fix or replace.
  Out side water Hose spigot needs a good base for securing structure fix.
  The electrical flicker on and off at times and should be check a license electrical man.
  The rest are minor repairs which I believe they will repair hopefully.
  I've been given lip service which means I've been put off and put off. The company is waiting for my window of repairs to close.
  All the phone numbers and emails I was given at the the time of sell for disputes are not valid and not active. The manufactor phone numbers and emails are not valid and not active.
  The only reason I got a hold of someone at the manufactor was because I was sent a txt message asking me how there doing with service. She sent me a email address I sent her my complaint. Which they have no intention of helping.
  I bought a new home I expected a new home.
  I feel this trailer should have never left the manufactor site without being fixed.
  I was assured parts would be order in August for my home.

  Customer Answer

  Date: 12/31/2024

  Freedom Homes address 1900 Columbus Pkwy, Opelika, AL 36804...

  I have alot more information to share about my complaint and vedio as well

  

  Business Response

  Date: 01/14/2025

  Good afternoon! The manufacturer has been in contact with the customer. They have the list of repairs to be made and have sent it to the retailer. They will also assist in any repairs when needed. The bathtub is repairable so it does not require replacement. The retailer and manufacturer are working to these items completed. Thank you.