Customer service

[Penny Smith]

We have had a Marlette home for approximately six months and as of this date, we have had to fight to get any service from the manufacturer. We have been without hot water for four days and they are now telling us that nothing can be done until next week.

They have also had our punch list for nearly six months and what have they done?You are absolutely right--NOTHING! This has to be the most frustrating home buying experience that we have ever gone through.

It is no wonder Marlette has a five year warranty since it will probably take just slightly longer than the five years for them to get around to doing anything!

[Terry]

Penny, Sorry to hear about your situation about the Marlette Homes. As you may know they have been bought out by Oakwood Homes and since then they have been going downhill with their customer service. What plant was your home built from? Marlette was owned by Coachmen Housing Industry at one time until they were bought out by Oakwood Homes.

[Ron]

It is unusual your are dealing direct with the MH manufacturer to resolve these problems. Normally, the MH dealer who sold the unit is the first stop for warranty claims. If MH dealer maintenance personnel determine that there is a manufacturer's defect, then the factory rep is called in to help resolve the problem.
Even then, it is still, normally, the MH dealer responsiblity to coordinate the repairs, locally, after the manufacturer agrees to reimburse the dealer for the costs of repair. How did you wind up dealing with the manufacturer?

[Sandy]

People in this forum are constantly bashing Oakwood. I just wanted to let you know that I have a Golden West home which is a subsidiary of Oakwood and the customer service has been wonderful. Every time we have wanted some type of service, I have contacted our dealer and within a few days I get a call from Oakwood setting up my service appt. They have even done things for me that they dont't have to. I wanted to swag my hanging lamp over the dining room table a foot and half and asked the service manager if it would be a problem for me to do that since I would have to put a hook into the ceiling and didnt know if it would support the weight. She said "oh, we can have our guys do that for you when they come out" So as far as customer service from Oakwood...it have been wonderful!

[Randy Eaton]

Hello Penny,

Manufacturers, for the most part, are quick to respond to consumers. Be sure to put your complaint in writing and keep a copy for your records. List any known factors that contributed to the problem along with the serial number of your home. Sometimes your lender may be able to resolve the situation, especially if the retailer has not been funded yet. Some are forced to take legal action against the retailer or manufacturer but this usually can be avoided by following the steps mentioned above.

If the retailer, manufacturer and lender were unable to resolve your concerns, there is still hope. There are offices within most state governments that are knowledgeable about manufactured housing related issues. Here is a great web-site if you have a complaint, http://www.hud.gov/fha/sfh/mhs/mhssaa.html You can also contact the Better Business Bureau at http://www.bbb.org/ Go to the top left hand corner of their web-page and click on “Find your local BBB.” Pick the state you live in and a list will appear showing the nearest office in your area. You can also write or call them at:


Council of Better Business Bureaus, Inc.
4200 Wilson Bld., Suite 800
Arlington, Va. 22203-1838
Phone: (703) 276-0100
Fax: (703) 525-8277

Randy Eaton
www.buymfghome.com/

[Richard Wilde]

I've read reports about these MH mfg. 30% of the homes are never repaired by the mfg. And that the majority which get repaired are done so only after being sued by a savy attorney.....