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:12/18/2024

  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 want the roof fixed livable home with no black Mo no rotted wood and sheet rock. I think it's been side swapped or the home has a defect.

  

  Business Response

  Date: 12/18/2024

  Mr. ******, thank you for your feedback! We're sorry that you're having issues with your home. Clayton provides a one-year manufacturer's warranty for all homes. We are showing that the warranty period on your home ended in August 2018. If you have information from a homeowner's insurance adjuster, we would be happy to review. Otherwise, we recommend reaching out to your homeowner's insurance so they may inspect the roof and determine the cause of the issues you're having.

  

  Business Response

  Date: 01/20/2025

  Mr. ******, thank you for the additional information. Since the homeowner's insurance paid out claim funds, this means that the damage to your roof would not be considered a manufacturing defect. Manufactured homes do not have gutters by default, but many homeowners choose to install gutters to help divert water away from the drip edge of the roof. 

• Initial Complaint

  Date:12/18/2024

  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 home November 2023 home was delivered December 23 started having problems with small things. I live a street back from the lake few months after summer started. All of my floors started warping in the house. I started having moisture pouring out of my breaker box in the house. I started getting sick with like bronchitis, and I got pneumonia. They had been out several times to look at things and fix different items, they found mold in the cabinets in the wall under the linoleum. As of today, I still have one cabinet that has mold in it that the guy came out removed the sidewall, but he didn’t remove the bottom piece of it. They’re supposed to be coming out this weekend to do some more work on the home. It’s just been a fiasco. I had to live in the home while they ripped every piece of flooring out of it. It was put back in crappy Trash underneath the linoleum now I have seen sticking up. They put black caulk around the backsplash in the bathroom, which has gone up into the sheet rock so you see it going up in there ended up, bringing out a dehumidifier to hook to the house which I was told I will have to use one the rest of my life that I live in the home, there’s just so many things that are wrong with his home still and I asked for $11,500 back. I feel like I was not purchasing a new home. I purchased a refurbished home which is not together as it was when I bought it, I was told they don’t extend my warranty on the flooring Comes to see if it’ll do it again and they can’t guarantee it. They took some ducking off of the heat pump hot water heater. I said that could’ve been some of the problem and now the cold air just blows into the closet in the hallway, which is louvered door so when it’s cold, your hallway just stays freezing and the thermostat right there so the heat just keeps coming on , I feel because I am. Widow they feel they can take advantage of me. This home is not what I bought.

  

  Business Response

  Date: 01/16/2025

  Ms. ******, thank you for your feedback. We understand that
  it is not pleasant to have issues with your home, and we apologize for the
  issues you’ve been experiencing. Your home warranty covers structural
  manufacturing defects that are present at the time the home is built. For this
  reason, we are unable to extend The home building facility has visited your
  home twice to make repairs and has received another list of concerns. At this
  time, we are asking for one final, complete list so that the warranty concerns
  can be rectified in a final visit.
  
  Clayton is unable to extend the warranty for
  your home. However, you have additional warranty coverage through the
  Homebuyer’s Protection Plan that you purchased. This coverage is in place until
  December 2028 and is held through a company called Home First. If you would
  like to reach out to them for more information about what is covered under this
  warranty, their number is 1-800-804-9389

• Initial Complaint

  Date:12/17/2024

  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.

  *** ******** ********
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  

  Business Response

  Date: 12/18/2024

  We are seeing where the O********* purchased
  a home from in back in July-It was damaged and paid as a total loss by the
  insurance company. They could not determine the cause (there was a
  hurricane that week)-
  The invoice for the
  first home is serial number R***************** ******* ** * * **
  After the insurance
  claim was paid-they ordered the same house, except they chose a different
  option.  They made it a 3br and changed some color choices.  
  Serial number
  *************
  
  These are the same exact
  box size and floor plans with different options. We are not allowed by law to
  change the footprint of the home or HUD codes . We are not sure where the
  customer is getting this information, but we do not owe any money to them. After speaking witht he HC GM, we actually
  gave them free options because of the situation with their first home.
  

  

  Business Response

  Date: 12/31/2024

  Mr. ********, The measurements listed on your title and paperwork are done based on transportation rules and guidelines. The actual box of the home is a nominal 15 feet, there is an estimated 4 inches of overhang and then the shingles overhand past that, which puts the home at a nominal 16 feet. That is the standard way to measure a manufactured home. 

  Customer Answer

  Date: 01/02/2025

  Thank you 

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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.

  12/01/2023
  I was buying a double wide at Clayton Homes, Triad was the lender. We signed documents, gave my $7,500 down payment & they delivered the home. Approximately 2 weeks later we get a call from Clayton Homes saying Triad couldn’t finance me anymore. Said I needed to redo my credit application & try a different lender. They ran my credit into the ground so I can no longer get another company to finance me. It’s now 12/09/2024 a year later and the double wide is still sitting on my property, I don’t have my money, i have had to pay rent to live in a different place while they try and figure things out. We have never lived in the double wide it just sets freely on the property. We are needing help getting them to pay us for Lot rent and for all the time wasted while my family could be living in a new home. Thank you.
  I also want to add the Manager that was the manager at Clayton Home when we bought no longer works there & neither does the sales person who sold the home to us. They have almost a whole new team now.

  

  Business Response

  Date: 01/14/2025

  Mr. ******, thank you for your feedback. ****** and *****, our regional vice president and legal counsel, have been in touch with you about this matter and are working with you toward a resolution. We encourage you to maintain contact with them.

• Initial Complaint

  Date:12/06/2024

  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 been living in the home I bought with my family for over a year now. Repairs that were promised to be fixed has prolonged over 3 months. I’ve tried to call and I get sent to voicemail or have just been rude to. It’s just getting frustrating because of how long this has gone on. It’s not even just the recent repairs needing done that took awhile. Our kitchen sink leaked for months and we did have a service guy come out 5 different times to fix it. It took over 4 months to get it to stop leaking. Honestly I’m doing this because I would hate to see someone else go through what I have with this company. It all started when they brought me the wrong house and then offered us $500 to “make up for it”. It’s just crazy.

  

  Business Response

  Date: 12/18/2024

  Good morning! The retailer has been in communication with the customer. They plan on performing warranty repairs. 

• Initial Complaint

  Date:12/03/2024

  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.

  Bought a modular home in 2023, from the moment we moved in there has been a whole list of issues that Freedom Homes is aware of and has only been halfway fixed or we have been given a hard time about since we have bought the house. The wall above the front door is bowed outward and we have had repeated issues with the door frame with a crack now in the frame. The contractor is trying to blame a 30 lb dog when this has been an on going issue since the day we moved in.

  

  Business Response

  Date: 12/03/2024

  Thank you for reaching out to us. We are sorry to hear you are still having issues with your home, but in order to better assist you can you provide us with the Serial # of the home? This will be located under your kitchen sink on a white laminated piece of paper and will look like ABC01234TNAB (example).

• Initial Complaint

  Date:12/03/2024

  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.

  New 2023 Clayton Homes-installed shower leaking, causing water damage. Had unqualified workers come out 5 times to fix the leak with no luck. Over the course of 8 months they finally tried to redo the entire shower with yet another unqualified individual (who admitted he doesn’t work on showers). The new shower leaked worse than before. Manager told me we can do a settlement and I was to find someone else to do the repairs. I told him I will get quotes. Once the quotes came, Clayton Homes refused to settle with anything more than $2,000 (the price of a shower, no labor costs). Instead of me settling for $2,000, now they are wanting to bring out yet another contractor with questionable qualifications to try to fix the shower again. I am demanding they settle with giving me a check for the money amount from quotes I received so I can get a proper shower installed.

  

  Business Response

  Date: 12/18/2024

  **. ******* thank you for your feedback. The
  home center and home building facility are working together to address your
  concerns. There is a plan in place for the sink, and the home center and home
  building facility have discussed possible options for the shower. We appreciate
  the opportunity to resolve your concerns.
  
  
  

• Initial Complaint

  Date:12/03/2024

  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 purchased a home from Clayton Homes in Ringgold GA. I live in TN but they had a house I wanted to view on the lot that nobody else did. Starting out they were great. Well, we moved in our house on December 4th 2023. We had issues with so many things after we moved in. The septic system wasn’t properly working and we literally had waste standing in the back yard. The foundation crew came out and said the pump wasn’t wired properly and got it turned on. Well, after many issues being sent in, we’re right at our one year mark for the warranty, and they had to send out “the person who comes out when the service techs can’t help anymore” (that’s what they guy referred to himself as anyways). He said that the one end of our house is jacked up too high, causing the shower and tub not to drain properly in the second master bath, and there’s an inch gap between the floor and the sink. I made them aware of the issue on 5/13/24. Well, he was supposed to come out on October 1st to fix it, and he texted that he was held up and would get out here as soon as possible. I then got a call from the lady who scheduled the service calls, and she said he’s injured but she promised they would get us take care of. Well, that was on 10/22/24. I emailed a few times and to follow up and she never responded (which was strange because she’s always very responsive) so I called today to check in and all she said was: “Did Morgan (the manager) email you?” I said no, and she said well she’s supposed to be, so I will remind her and hung up. I still haven’t gotten an email, So I’m assuming they’re trying to find a way to not fix the issues, which will result in me seeking legal counsel since This issue was reported WELL before our 1 year warranty expiration. This process has been a nightmare. You spend $200k+ on something, you want it to be in sound condition.

  

  Business Response

  Date: 12/11/2024

  Good morning! The retailer has been in contact with the customer and is working on getting her scheduled for repairs. Thank you.

• Initial Complaint

  Date:12/02/2024

  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 mobile home delivered my trailer and it's my contact that they are supposed to underpin my trailer but hasn't. David told me sue them. My pipes are now frozen because they haven't underpin my trailer and it's in the contact for them to underpin it

  

  Business Response

  Date: 12/16/2024

  Ms. ********* thank you for your feedback. The home center has been in contact with you about the skirting and advised you that the contractor had been behind due to weather. This issue is resolved, but we hope you continue to stay in touch with your home center. 

• Initial Complaint

  Date:12/02/2024

  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 has failed to give us access to services we purchased (e.g., Home Warranty). We have contacted them on several occasions to have repairs completed and they will say they are going to complete and do not show up or follow up. We have had too many problems to list over the past year, from damaged property that had to be repaired more than once to false and misleading information, manipulation and hiding of information. We are not able to get honest or ethical answers when we do get a response and would like to have this resolved. We have contacted the corporate team already and they have been involved for the past 5-6 months still with no better service. This has been a horrible experience and we just want to receive what we paid for.

  

  Business Response

  Date: 12/16/2024

  Ms. *******, thank you for your feedback! We're unsure what you mean by access to your services. Your home warranty is automatically in place and is accessed by calling the home center where you purchased your home to report warranty concerns. If you do not wish to do this, you also purchased the Home Buyer's Protection Plan. This warranty is also already in place and can be accessed by calling 1-800-804-9389 to report warranty concerns. Either of these options are available to you from 9 to 5, Monday through Friday.