ComplaintsforThe Home Store

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a modular home through the Home Store and it was delivered from the Excel factory in 3 parts: one part arrived on my building site on August 16, 2022, and the other two parts on August 18, 2022. The date the modular units were to be set on the foundation was originally scheduled for August 22, 2022. However, due to rain, the Home Store cancelled the set and I was told that it would be set early the following week. That next week came and went with no set date. I was then told that the set could possibly be done September 8th and 9th as another site *** not be ready, but it was not the case. I then received notification on September 6th for a possible set date of September 20th, but this was never completed by the Home Store. The units are still sitting on my property, now for over a month, still with no confirmed set date. I was told by the Home Store that my home has low priority as it is a small home of only about 1,400 square feet and that larger, more expensive homes get priority. Furthermore, my site engineer is concerned that the units may be damaged as the plastic wrap may be degrading from UV rays as well as wind and rain, and that water is ponding on top of the units. The progress of the construction of my home has been at a stand still now for six weeks with no relief in sight. I have incurred extensive costs from this lengthy delay.

  Customer response

  09/26/2022

  Please proceed with the relief being inspection and setting of the house if no damage is seen.  Or if there is damage, a new home set within a reasonable amount of time.  

  Business response

  09/29/2022

  My name is ******************.
  I delivered over one thousand homes for the Home Store in my role as Delivery and Set Supervisor these last 20 years.
  Claims about plastic degrading and not safe from the sun after a month is not productive and unfounded.
  There is no damage to her modules from plastic failing.
  There will be no damage from plastic failing.
  Creating unwarranted fears about potential damage is only adding extra stress that our customer clearly does not need.
  
  The confirmed set date for ****** set is Wednesday October 12th and a rain date is the 13th if needed.
  
  Construction delays caused everyone involved stress and money losses.
  The drought we had this previous Summer ended with a deluge on the very set date scheduled for ****** house.
  The set crew has worked hard to reschedule and, as stated above, will build ****** home soon.
  
  Everyone involved in the rained out set shares ****** frustration.
  
  Everyone involved will do everything possible to build her home soon.
  
  I look forward to helping build ***** her house on the 12th and am confident she will then enjoy many happy years in it.
  
  Regards,
  ******************
  ************

  Customer response

  10/01/2022

   
  Complaint: 18123145
  
  I am rejecting this response because:

  My house was not set on August 22nd, September 8th, or September 20th, and it took almost a month to get new set dates.  This issue cannot be resolved until the house is actually set on the foundation on either October 12th or October 13th and there is no damage to the home from sitting on my property for over 6 weeks.  If the house is not set on the foundation on 10/12 or 10/13, then the progress of my home will be even further delayed.  And then how long will it take to get another set date? Another 2 months or more?  In the middle of winter when the home is clearly not protected against snow, wind, and rain?  I dont know of any modular set that has been delayed this long, especially since my site has been ready since mid-August.  The purpose of building a modular home is to save time and money, and that has not been the case for me.  

  Sincerely,
  
  *********************

  Business response

  10/04/2022

  ****************** who is handling this complaint is no vacation until next week.

  Business response

  10/17/2022

  I am happy to report that *****'s house was set on the 12th.

  There is no water damage in her house and the plastic was in perfect shape.

  The set crew brought ten workers, double the normal number, to get this house set and meet the 12th set date in an effort to help make up for weather delays.

  ***** is a good and kind person who shared the frustration everyone involved has gone through with weather and schedule delays.

  I trust she will now have many happy years living in her new home and hope the remaining construction, with her own subcontractors, moves forward without any other problems or delays.   

   

  Customer response

  10/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, I would like to add that the house was set just fine, but the garage is a total disaster.  Some of the plywood was damaged from sitting so long and the garage pretty much needs a complete rebuild.  My onsite contractor and engineer have been wonderful, and so has ***** from the Home Store.  I can definitely say that ***** was always responsive and I know he tried his very best.  I am very confident that my GC will fix the garage.

  My message to the Home Store management:

  Don't sell a home if you can't follow thorough on delivering it.  And when a customer has a question or concern, don't be dismissive and arrogant.  If you treat others the way I have been treated, this will be the first in a very long list of complaints.  

  Sincerely,
  
  *********************

*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. ↩