American Family Home Sales LLC

My daughter and her ex heard the dealer that they wanted all the money up frontThey said they are a small business and can't afford to order without the moneyMy daughter then agreed to consign for meI did call the manufacturer three times each time he said he would check into my concerns and call me back.he never called me back each time he called the dealer back,the dealer then called me The first time was to make my home was ordered l had lost trust in the dealer The other two times was to find out when the dealer placed the orderEach time the manufacturer called the dealer not meI still have not found out when the dealer placed my order The dealer is the one that told me my home was sitting on the lot for three weeksSo if they got my home on November it is now December I still do not have a delivery date.I still need to know when did the dealer place my order and when will my home be deliveredThank you, [redacted]

This is in response to the recent complaint that we received from this customerAt the time that this customer originally signed their contract on March 11, the average time customers were seeing to be turn key was monthsUnfortunately, between this time and when the customer closed their loan on July 26, the backlog for both the manufacturer and us grew drasticallyWe ultimately cannot predict what our backlog or the manufacturer’s backlog will be when a home is ordered months after the original contract is signed The delay this customer experienced in financing ultimately caused the home to be ordered during peak building time which led to several homes being on our back lot waiting to be delivered when this customer’s home arrived hereIn an effort to be fair to all of our customers we deliver the homes based upon the order that we receive them from the manufacturerWe have experienced several weather delays that have also put us behind scheduleThese delays have always been communicated to the customerWe have cashed funds in accordance with the contract that we signed with this customerSince receiving this complaint, we have worked with the customer to find a solution that they are happy withWe gave this customer the option to have a sub-contractor set their house which they have elected to go withWe ask that this complaint be dismissed as we have already resolved this matter with the customer

Complaint: [redacted] I am rejecting this response because: My daughter and her ex heard the dealer that they wanted all the money up frontThey said they are a small business and can't afford to order without the moneyMy daughter then agreed to consign for meI did call the manufacturer three times each time he said he would check into my concerns and call me back.he never called me back each time he called the dealer back,the dealer then called me The first time was to make my home was ordered l had lost trust in the dealer The other two times was to find out when the dealer placed the orderEach time the manufacturer called the dealer not meI still have not found out when the dealer placed my order The dealer is the one that told me my home was sitting on the lot for three weeksSo if they got my home on November it is now December I still do not have a delivery date.I still need to know when did the dealer place my order and when will my home be deliveredThank you, [redacted] Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
I am responding to *** ***'s complaintAs homes are purchased there is a full process that can have delaysOnce the lending was approved the lot needed to be cleared and prepared for the homeIn this case we agreed to leave your trade
in on site so you wouldn't have to remove your belongingWe moved your home aside so the piers and grading could be doneThe site prep took additional time which was not in our handsCustomers seem to forget the delays that they created before the home could be delivered
Once the site was ready we added the *** home to our delivery scheduleWith my crew setting all the homes for American Family Home Sales, there can be delaysI expect my crew to set a good quality homeThis can take additional time as I want to make sure every home owner gets the best home possible
The home is set so the customer can move in and start the life with their new homeThere is a delay on the skirting and sometimes the air conditioningThese two steps are the final set up processYour home is on the schedule for skirting next week
Mr*** mentioned items that need to be fixed on their homeWhen we set a home and if there are items that are missing or broken we contact the factory for replacement partsThis can take time if we don't have supplies on hand to fix problem
We have no record of any items that need fixed? A customer is to give us a list of detailed items that need to be fixed in their homeThe customer needs to write down the details for any issues so we can get them resolvedThe list can be called in, emailed, or dropped off at the office
Initial Consumer Rebuttal /* (3000, 8, 2015/10/20) */
They responded to me within hoursThey continue to say they will do stuff but they don't do anythingEvery week they say they will come and complete the work but they do not do it

This is in response to the recent complaint that we received from this customerThe contract that the customer signed with American Family Home Sales has the following terms for cash customers, percent down to order the home, full payment days prior to delivery and remaining balance due when
home arrives on dealership lotThese terms are clearly outlined on the front of the contractThis customer was never told that the remaining percent would be paid upon completionWhen the customer came to review their order with American Family Home Sales, our sales manager simply asked for proof of funds as we were preparing to order the home we wanted either a bank guarantee or financial statement that showed that the customer had the capability to pay the house offWhen the customer could not produce this, we offered to still proceed with ordering the home with the understanding that if the customer didn’t have funds to pay the home off that we would put the home on our floor planning which the customer would be responsible to pay the interest onThe customer ended up selling her condo so this became a non-issueThe customer paid in full by her own choice as we had not asked her to deliver any more funds to us at this time as we were not within days of the home being delivered to our lotWe communicated with the customer and the park the anticipated date for deliveryThere were some major setbacks at the manufacturer that were out of our control which ultimately made it impossible for us to meet any kind of deadline as we did not have the home in our custodyThe customer has talked with the manufacturer on more than one occasion about the delays experienced at the factoryWe have not had the home on our lot for weeksWe received the home on November 20, from the manufacturerWe ask that this complaint be dismissed as the vast majority of the complaint is not accuratePlease see the attached shipping paper which shows the date that we took possession of the home along with a copy of the contract that this customer signed which shows the payment termsOn the shipping papers show In the bottom right hand corner that we received the home on November 20, and the contract shows the agreed upon payment terms. We have also informed the customer that we will be delivering her home next week

My daughter and her ex heard the dealer that they wanted all the money up front. They said they are a small business and can't afford to order without the money. My daughter then agreed to consign for me. I did call the manufacturer three times each time he said he would check into my concerns and call me back.he never called me back each time he called the dealer back,the dealer then called me.  The first time was to make my home was ordered l had lost trust in the dealer.  The other two times was to find out when the dealer placed the order. Each time the manufacturer called the dealer not me. I still have not found out when the dealer placed my order.  The dealer is the one that told me my home was sitting on the lot for three weeks. So if they got my home on November 20 it is now December 8 I still do not have a delivery date.I still need to know when did the dealer place my order and when will my home be delivered. Thank you,[redacted]

This is in response to the recent complaint that we received from this customer. At the time that this customer originally signed their contract on March 11, 2017 the average time customers were seeing to be turn key was 3 months. Unfortunately, between this time and when the customer closed their...

loan on July 26, 2017 the backlog for both the manufacturer and us grew drastically. We ultimately cannot predict what our backlog or the manufacturer’s backlog will be when a home is ordered 4 months after the original contract is signed.  The delay this customer experienced in financing ultimately caused the home to be ordered during peak building time which led to several homes being on our back lot waiting to be delivered when this customer’s home arrived here. In an effort to be fair to all of our customers we deliver the homes based upon the order that we receive them from the manufacturer. We have experienced several weather delays that have also put us behind schedule. These delays have always been communicated to the customer. We have cashed funds in accordance with the contract that we signed with this customer. Since receiving this complaint, we have worked with the customer to find a solution that they are happy with. We gave this customer the option to have a sub-contractor set their house which they have elected to go with. We ask that this complaint be dismissed as we have already resolved this matter with the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Once again, we only require 20 percent down in order to move forward with ordering a home. However, we do require to be shown proof that each customer has the ability to pay the home off 3 days prior to it arriving at our dealership as we are not able to pay the invoice for each home that rolls onto our lot as the manufacturer requires that they be paid for the home when it arrives on our lot. As far as the manufacturer goes we discussed your concerns each time that you called the manufacturer. The manufacturer asked us to call you back and we did each time. We provided you with the exact same information that the manufacturer would have provided you with. The manufacturer notifies us of your concerns since we are the dealer that sold you the house we are ultimately the ones that you should be going through to have you concerns addressed. We never notified the customer that the home had been on our lot for three weeks which is why we shared the delivery ticket for this home that shows we had not had possession of the home for three weeks. The customer originally came in to do her order review on June 29, 2017 at which time our sales manager discovered that this customer was not able to produce documentation that she could pay her home off when it came time. On July 7 we received documentation from the customer’s realtor that she had a solid contract on her house. At this point in time the file was fully reviewed and approved by our management team to order the home. The home was ultimately ordered on July 12, 2017. We delivered the home to this customer’s job site yesterday, and this will be the next home that our crew sets as soon as they complete the home that they are on now. We once again request that this complaint be dismissed as we have answered every question that this customer has posed and have delivered her home in a timely manner to her job site.

Complaint: [redacted]
I am rejecting this response because:
My daughter and her ex heard the dealer that they wanted all the money up front. They said they are a small business and can't afford to order without the money. My daughter then agreed to consign for me. I did call the manufacturer three times each time he said he would check into my concerns and call me back.he never called me back each time he called the dealer back,the dealer then called me.  The first time was to make my home was ordered l had lost trust in the dealer.  The other two times was to find out when the dealer placed the order. Each time the manufacturer called the dealer not me. I still have not found out when the dealer placed my order.  The dealer is the one that told me my home was sitting on the lot for three weeks. So if they got my home on November 20 it is now December 8 I still do not have a delivery date.I still need to know when did the dealer place my order and when will my home be delivered. Thank you,[redacted]
Sincerely,
[redacted]