Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2024

  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.

  We purchased this home in September of 2022. We purchased this home because we like the sales man and the home itself. Our complaint is due to the unwillingness to complete the conditions agreed upon in the purchased. We were promised an above ground pool due to a summer promotion. After going back and forth we were told that it wasnt in the contract (which it was), we were told that they didnt remember if the agreed or not (again in the contract), then we were given a $500 check over 2 years after the purchase which is about enough to get a blow up pool now. The service department has repeatedly blown us off to complete the trim feature of the home and the items that were damaged on delivery. First they have no record of the men who came to our home the first time or what we needed, then we were told that there was a change in personnel in the position, they called while we were out of state to come complete the items needed and got mad that we couldnt make our home available in 30 minutes, when contacted were told that they are going down the list. They finally got someone out a few months ago and they sent the wrong trim items and the team out here told us that they didnt even have everything needed to complete it. We were also told at this point theres a possibility that they dont even make what we need for our home anymore. They told us they would report back to the office and be out soon. We still have no one out here and continue to be told theyre going down the list. This is continuously ongoing and at this point is ridiculous.

  Business Response

  Date: 03/25/2025

  The pool issue mentioned in the complaint was regarding a promo that an ex salesperson advertised without owner permission.  Upon hearing of that we contacted the salesperson and he had sent a check for the $500 directly to the customer. 
  The trim out was completed by a contractor, ***** ********,that we no longer use due to his inability to provide paperwork in a timely manner when needing parts and service.  There was no info in the file indicating additional work was needed and customer notified us over a year later that there were items to still be addressed. 
  We did go to the customers location for service issues, one being a leak that damaged the ceiling and did take a parts list. Unfortunately, the factory sent parts that were incorrect without explanation and when our new contractors went, they found the parts did not match due to age of home. 
  We have returned to address their items on 1/16/25. 
  We have repaired the exterior damage due to transport, and repainted the bottom half of the exterior due to poor paint from factory, we replaced the panel under the sink in the bathroom where they had a previous leak, as well as addressed the ceiling that was previously treated due to the return of a stain, as well as a ceiling that had fallen down due to factory installation done incorrectly (not adhered to a stud), and replaced damage fascia. 
  We have been sent ****** strips for the laundry room that did not match and we did extensive searches to find battens that will match better as well as a different a/c vent for the floor.  The factory stated they were sending us those items and we should receive them soon. Upon receipt we will do a courtesy visit to install these items.  

• Initial Complaint

  Date:10/10/2024

  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.

  My boyfriend and i purchased a home from Texas Built and were clear to move in the last week in February. Tape and measure still had things to connect, we had beams under our floor that need tightening where when we walk the floor makes loud noises in the master bathroom, master closet and kitchen dining area by island. Our guest shower we were told by the first group of workers was missing a piece as to why the pressure is super low and they needed to order the part. The trimming around the two bedrooms is still missing told the parts needed to be ordered. We had a leak the first week that caused our water bill to sky rocket. They have came to our home twice since this date 7 months ago moving in and each time we are told oh we need to order the parts. ***** that we speak to every single time tells me she will look into the situation and give me a call back its been 2 months since ive heard from her and when she gives me any kind of hope its always we are awaiting the parts. Here we are in October were we should be enjoying our home, but it isnt even finished and still no response from anyone.

  Business Response

  Date: 11/22/2024

  We spoke to the customer on November 15, 2024 at 12:45 pm.

  Trimout was completed and parts were ordered.

  We did tell customer we were waiting on parts at various times PRIOR to the contractor going to do service with the parts when we received them and date of service was July 2, 2024.

  The contractor told us that the service was completed. That was not the case.

   

  The customer is missing door trim from exterior of two  bedrooms (factory had sent white but they needed brown), customer states floor was addressed but the contractor had told them they may need to return with additional tools needed to correct the floor if not fixed permanently, and the shower in the master and in the guest bathroom cannot be used simultaneously due to lack of pressure. 

  Customer agrees that we did not speak to them about parts after the contractor. During our conversation today, the customer was very understanding when we explained that we had not received an additional parts order after the contractors visit. Since the contractor is not the point of contact and no one informed us of the matter, we were not aware that there was still a problem.  We will get the necessary items ordered to correct the issue or involve the factory in repair if needed. 

• Initial Complaint

  Date:09/11/2023

  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.

  The only reason I gave 1 star was so I could write a review! THIS IS THE ABSOLUTE WORSE PLACE TO PURCHASE! BEEN A NIGHTMARE AND IS CONTINUING TO BE ONE A YEAR LATER! Salesman washed his hands the day we signed paperwork!*****(warranty person) is useless and rude.Took them FOREVER to finish our house so we could move in! The floors were ruined by the guy spraying texture without properly protecting the floors. They only paid a percentage of them to be replaced, so we were out that money! The air conditioner is too small for our house and now the warranty is expired. When I told ***** there was an issue and he documented it. They are saying it was never documented! IF YOU ARE SHOPPING FOR A MANUFACTURED HOME, STAY AWAY FROM THIS COMPANY! CUSTOMER SERVICE IS NOT THEIR STRONG SUITE!

  Business Response

  Date: 11/02/2023

  Due to the customer having to reschedule because of her getting sick and then her father being hospitalized, we were only able to resolve this issue this past Tuesday, October 31, 2023.  We had found the issue and agreed to a plan to remedy the problem to the customers satisfaction.  The complaint has been resolved. 
  
  *********************
  Service Manager
  O: ************  
  ******      ***********
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