ComplaintsforFleetwood Homes of Virginia, Inc.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new 1026 sq ft manufactured home on 06/30/2023 that has a damaged floor. The damage was caused by Fleetwood employees and obviously they do not have quality control. With the flooring in this condition it should have not left their facility. There are over 50 spots with either cuts or debris/staples coming through. That doesn't include the nails/staples coming out of the existing transition. I find more as time passes. Repairs made prior to closing weren't done properly. The vinyl is lifting. Repairing all of those spots compromises the flooring. I shouldn't have to settle for something less than what I paid for because of errors made during the manufacturing process. Fleetwood offered #1 -to install same material -it would be pieced room by room w/transitions in every doorway. I purchased a floor with 2 continuous pieces of vinyl and a transition down the center.#2-cash out of $2800 for cost of flooring, moldings and labor. I can't find flooring, moldings and labor for $2.80 a sq ft. I purchased a NEW home and can't afford to spend additional money to replace a NEW floor. I wasn't looking to upgrade my flooring but if it's the only way to give me the LOOK I paid for that is what Fleetwood needs to do.

  Business response

  01/11/2024

  Ref: ******** ******* - ******** Case # *********** *******Ms. ******* purchased a 24’ X 44’ manufactured double wide home, date of manufacture 03-04-2022, through ******** ***** ** ***** **** *****, ** with a date of purchase of 06-30-2023. During the initial 30-day cosmetic warranty Fleetwood Homes offers, Ms. ******* noted some areas of the loose lay sheet vinyl floor covering had small amounts of debris under it along with some areas that were nicked/cut. Our normal warranty method of repair for cuts is to seal the cut with an approved sealant the manufacture of the sheet vinyl provides. Debris under the sheet vinyl is normally removed and the sheet vinyl floor is resecured/sealed.  Ms. ******* refused our normal repair methods and an offer for replacing the sheet vinyl flooring with the same materials or a monetary settlement for our cost for the same materials and labor was made to the customer. I personally spoke to Ms. ******* on 11-20-23 about this. Ms. ******* indicated she wanted a different/upgraded flooring installed in the home at a significantly larger cost than what is currently installed and purchased by the customer. She also indicated that she did not want transition bars installed between the rooms. The home currently has four (4) transition bars installed in it; these have to be in the home because of home being built in two (2) sections. To install new sheet vinyl flooring, same as is currently installed in the home, will require an additional two (2) possibly three (3) bars. This is because the sheet vinyl is installed at our facility on the floor before the interior walls are installed. Now that the walls are installed it cannot be installed in one single piece. Our offer to repair, replace or a settlement for the cost of materials and labor for the currently installed flooring, for the amount of $2,800, is still offered to her. Installing a different/more expensive upgraded flooring that is not a material we use/offer is not an available option. If the customer wishes to upgrade their home floor covering it is their responsibility to pay the additional cost and make needed arrangements for that to happen. If you have any questions, please feel free to contact me at below.Yours truly,****** ********Service Manager Fleetwood Homes*** ***** *********** *****, ** *****Office: ###-###-####******************************

  Customer response

  01/12/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Over Regards, ******** *******Over 50 areas of cuts and debris coming through is not a "small" amount. The flooring was installed over staples that were not flush with the subfloor and debris was not cleared off prior to installation. 4 of the 9 floor registers have cuts in the flooring. The flooring around the registers was over cut when installing the registers at their facility.  2 of the larger random slices measure 11" and 6". I requested a flooring with a hard backing be installed for two reasons. 1.To assure additional debris/staples couldn't continually come through.2.To have a continuous floor. I am not looking for an upgrade. I just want the look I purchased. Fleetwood caused these issues. If the only way to have a continuous floor is with upgraded materials then that is what they need to do. Does Fleetwood sell new homes with transitions in every doorway? No, that is a thing of the past or for DIY projects. Having a transition in every doorway is actually a downgrade when it comes to resale.Once again, I should not be expected to pay for Fleetwood's manufacturing mistakes. Perhaps they should look at their quality control, if they have such a thing.******** ******* 

  Business response

  01/22/2024

  Ref: ******** ******* - ******** Case # *********** *******Any cuts in the sheet vinyl flooring installed in our homes are normally sealed with an approved sealant from the manufacture of the flooring. Debris under the floor vinyl are normally removed and then the flooring secured/sealed. Ms. ******* has chosen to not allow our normal warranty repairs to be made to the sheet vinyl flooring. Trying to move forward we have made two other offers to the customer.Replace the flooring in the home with the same material. This home is a double wide manufactured home and currently has four (4) transition bars installed in the home at the centerlines of the two halves. The home is built in two sections and transition bars are required where the two sections meet. Replacing the vinyl flooring will require those four (4) transitions bars to be reinstalled with an additional two (2) possibly three (3) more installed. A cash settlement was offered to the customer for the cost of the installed flooring along with a labor cost for the replacement of it. Ms. ******* is wanting an upgraded/more expensive flooring installed in the home, we do not offer this type of flooring, if the customer wishes to have an upgraded flooring installed in the home this is the customer’s responsibility to pay any additional costs and make needed arrangements for the install.Again, we are willing to either make needed repairs to the currant flooring, replace the flooring with the same materials or make a cash settlement for the cost of the flooring and labor to install. If you have any questions, please feel free to contact me at the below address.Yours truly,****** ********Service ManagerFleetwood Homes*** ***** *********** *****, ** *****Office: ###-###-####******************************

  Customer response

  01/26/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, Mr. ******** keeps referring to the refusal of normal warranty repairs. Are there recommendations from the flooring or sealant manufacturers as to how many repairs can be made in a designated square foot area before compromising the integrity of the flooring?Installing the flooring room by room with tile bars in every doorway is an economical choice for Fleetwood, not the best interest of the customer. Installing tile bars will decrease the resale value of the home.If the flooring was installed correctly and/or the finished work was inspected we would not be having this conversation. As far as a payout Mr.******** offered $2800 for Fleetwoods cost of flooring, adhesive, moldings and labor. I would like a breakdown of cost for each to help me understand how you arrived at that figure.Fleetwood should pay for their manufacturing errors. It should not be the responsibility of the consumer to pay for their errors. I did not purchase a home with tile bars in every doorway. I should not have to accept this offer just because it's in the best interest of the manufacturer. The result should be in the best interest of the customer.  ******** ******* 

  Business response

  02/14/2024

  Labor and material costs are calculated based on our cost for the installed materials and labor to do the required job. Cost of materials different from want are offered in our homes and the labor to install those materials will be different. When offers are made for settlement the entire square footage of the home is used without calculating out the square footage of exterior/interior walls or the square footage of the installed cabinets/bathroom tub/showers because replacement floor covering is not installed under the walls, cabinets or bathroom tub/showers. In this case the entire square footage for this 24' X 44' home is 1056sq' but in actuality is less when installing aftermarket flooring but we still use the full square footage of 1059sq' to calculate the settlement cost. $1,882.00 for labor$918.00 for materials$2,800.00 total offer****** ********Service ManagerFleetwood Homes

  Customer response

  02/19/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Obviously your cost of the flooring can't compare to purchasing it privately. You purchase these materials in bulk. Your cost of labor is about $1 less per square foot than any of the quotes I received. This amountof damage and debris is well above minimal and should have  never been  passed on to me, the customer.It  is apparent we can not come to a fair resolution. I have been dealing with you since November 16th 2023, 3 months.I am requesting your supervisor's name and email address.  I would expect you to pass my case over to him or her. Regards, ******** ******* 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The floors of my new Fleetwood manufactured home are sagging. Right inside the front door there is a hole covered only by vinyl and more boggy areas where holes are developing. As the floors continue to sag, I have nails protruding into and through the vinyl. The walls in all rooms bow inward as will the siding if it is ever tightened. There have been 2 rainfalls since I moved in less than 3 months ago. Now the entire length of the roof is sagging. The ac/heat supply vents (metal ones) were removed by what looks like snips. The vents were then replaced with metal that has the consistency and durability of cake pan foil. The bottom cover of a cabinet fell out and there is black mold in the wood. Almost all screws in the place have been put in crooked and there are multiple holes around the back door with no screws. The locks of the doors are falling out of the handles. The handle is falling off the toilet. The bathroom sink won't close. The clothes dryer vent hole in the floor is partially obstructed by a wood floor joist. The cosmetic defects are innumerable.

  Customer response

  12/20/2023

  I bought the manufactured home from **** *** ** ******* ** ********. Their main location is in ********** ** ********. Fleetwood plant number *** in ***** *****, Virginia constructed it.

  Business response

  12/20/2023

  To whom it may concern.I spoke to Ms. ****** today, 12-20-23, and reviewed her concerns with her. She also forwarded pictures to me the same as attached. A service request had already been issued to one of our service technicians and he had already scheduled an appointment date of 12-28-23 with her. I confirmed with Ms. ****** that she was aware of the appointment date. Also, that our service technician would inspect/address all items that are covered by Fleetwood Homes warranty as stated in Fleetwood Homes homeowner's manual.Yours truly,****** ********Service ManagerFleetwood Homes

  Customer response

  01/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ******

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a new home I closed on Dec 2022. It has leaked behind the vinyl siding and there is mold under my back door, exhaust fan, and under some of the windows. I had mold on the siding and on the back door. I sent pictures and called Fleetwood about the damage. They said it was cosmetic and and it was not covered. I decided to remove the siding and replace with stone and discovered all the leaking problems and mold. I sent pictures and called them again. Again was told that it was built to HUD rules and it is doing what is is designed to do. I need help. The house is still under warranty.

  Business response

  10/24/2023

  To whom it may concern. After review of this complaint in regard to the home, I will contact the customer to discuss this situation. Once that has been completed, I will update this complaint.****** ********Service ManagerFleetwood Homes******************************

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been working with **** ***** **** since 2020 and have had prices changed from my original signing, I have called multiple times and emailed about my home problems after being installed that are supposed to be fixed under the year warranty. I am still currently having problems that I can not get answers too that I will soon have to pay out of pocket as my warranty is going out soon. I have had problems with plumbing leaks, appliance issues, home cosmetic issues with the ceilings cracking, roof pops coming up, and a drain field that was not properly installed and **** often will not answer my phone calls or emails and tells me they will get back with me on the issue and never does. I have easily paid over thousands of dollars that the original contract had stated and I was told this was due to “covid”. I would just like this to be settled and all of my issues fixed before my warranty is ran out so I don’t have to deal with this company any longer, the monetary compensation back would just be a plus.

  Business response

  02/21/2023

  Ms. ********** purchased a mobile home from ***** that was manufactured by Fleetwood Homes in ***** ****** **. Nearly a year after signing her contract the construction was to begin, however some construction costs exceeded contracted item allowances. Ms.  ********** chose to eliminate items from the contract (like her septic system) and pay the difference for others. Her home, itself, is warrantied by Fleetwood Homes for all structural and cosmetic items, appliances are covered by the appliance manufacturer and ***** warranties the labor to put the home together. ***** has made all repairs that fall under our warranty (like drywall cracks.) The remaining items she needs repaired are definitely covered by the Fleetwood Homes warranty or appliance manufacturers. Fleetwood is supposed to follow up with the customer directly when we report a repair requests. Unfortunately, Fleetwood is extremely behind in their service calls due to workers and material shortages. We have seen customers wait MONTHS for repairs to be completed. That said, Fleetwood Homes assured us and Ms. ********** that everything that has been reported prior to the end of the warranty period will be corrected at no cost to Ms. **********. We know that these delays are unacceptable and will continue to advocate with Fleetwood Homes on Ms. **********’s behalf. Additionally, we will reach out to Ms. ********** to make sure we have a full and comprehensive list of everything needing attention in her home. ***** ***** Homes takes great pride in building homes that our customers will love. We will work hard to make sure Ms. **********’s home is everything she wants it to be!

  Business response

  03/17/2023

  Good afternoon.  *** ********** is no longer with Fleetwood Homes.  ** ******** is the service manager now.  His email address is ******************************.  The complaint has been forwarded to him for review.  Meanwhile, we will reach out to Ms. ********** to get a list of her warranty concerns so that we can move forward with a repair plan.

  Business response

  04/07/2023

  Ms. ********** was contacted by our CSR Supervisor Mrs. ******** ***** and a warranty service request has been created. This request will be issued to our service technician for correction of the Fleetwood warranty items. Contractual concerns from the sale of the home by **** ***** to the Ms. ********** are between **** ***** and Ms. ********** not Fleetwood Homes. **** ***** was the contracted buyer of the home from Fleetwood Homes. **** ***** is the contracted seller of the home to Ms. ********** and all contractual concerns must be addressed by **** ***** with Ms. **********. Once Fleetwood Homes warranty service has been completed I will email you with the completion date.If you have any questions please feel free to contact me.Thanks ****** ********

  Business response

  05/24/2023

  Please see/review attached completed, signed service work order along with the phone interview with the customer ***** ********** complaint ID ******** showing satisfaction with all work performed. All work has been completed on customer ************ home to her satisfaction. Please review and update complaint file showing satisfactory completion of complaint.If you have any questions please feel free to contact me.Yours truly,****** ********

  Customer response

  05/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** **********

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