DeTrays Custom Housing LLC

Service is underway at this time, no need to address this furtherService personell and set up sub-contractor have completed their work, and the balance of what is needed is currently being taken care of by the builder and their subs at this time, thank you

In response to Mrs [redacted] 's allegations that no one has addressed the window issues in her home, this is not the caseShe has had three separate conversations with myself, the builders service manager, and the plant manager explaining that the windows installed in her home are required to be in the location and size to how it was built per codeI've copied the email from the service manager re-stating this conversation:***,We have completed the service on her home, she had a conversation with Jim a month or so ago to discuss the issuesHe explained the reasons why the windows were put in and sent her information on it, I will get a copy tomorrow and send it over to you, I looked at the order and the hose bib and gfi were put in the general areas where they are shown in the print, unless specified an exact location they are put at the manufactures discretionThe real issue here is Mrs [redacted] has not paid for her laminate flooring installation, and is creating issues to avoid itShe must pay for the installation as agreed per our contractThank you

This is the email I received today: As you know, Jose and a crew did finish the detailing to a point that allows the final cleaning, sign off, and move into our house Although it took five months for the process to happen, they were very helpful in finishing what they could at this time Currently these are the major issues still to be resolved: The initial set up exterior painting of the house could not be done by Fred, when he finally got the parts for close in, due to the cold temperature at that point A plan and schedule for that needs to be set up for this spring (All seem to understand that this is a “Fred job” and we need to ask what else is “his responsibility” vsSkylines? How about the “creak” in the floor?) The missing bathroom window over the garden tub and the misplaced window in the master bathroom need to be addressed Jose has taken pictures of both to show what is incorrect, but indicated he was not authorized to correct those at this time These were items both you and Diane indicted needing to be corrected when you did your walk through with us We need communication on options for how these errors will be adjusted Other items both of you indicated would be “dealt with” and have not and according to Jose, will not, are the base trim on both of the porches and the uneven and catchy blinds Finally, we have not received a title for the structure with the correct name on it It is to be in the name of the [redacted] and [redacted] Living Trust We provided documentation on that at the time of purchase and again when the incorrect title was last sent for a signature This is something that is legally needed to complete the transactionWe are sorry it has taken this much time and effort to get to this point, but we are hoping that these last details are easier to resolve[redacted] and [redacted] The home will be cleaned and completed this week, please release this complaint, thanksDana D***

Complaint: [redacted] I am rejecting this response because: The home as delivered is not the home as orderedwindow added in dining areawrong size window in denoutside plugs not placed as orderedwater top needs moved from garage to outside backcharge for laying small area of laminate needs adjustedI want the home to model exactly what I ordered and paid for or substantial reduction in price to allow me to pay someone else to make the needed changesThey have had months to work with no action Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: D***'s has not fullfilled their contract and my contract is with them, not the manufacturer I still don't have a functional kitchen or dining room and expenses are mounting as a result Obviously, D***'s doesn't care as there has been no direct contact with them since January and I will need to pursue other options Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: There is a continuing need to address this issue Service personnel were there for six hours but the work to complete house swas not finished No communication has occurred with us regarding how or when the balance of what is needed will be taken care of No time line has been set for cleaning, orientation, and moving in We do not feel we are being listened to or getting the outstanding customer service DeTrays claims to provide We do not feel this complaint should be closed until our project is completed in a timely manner.Sincerely, [redacted]

To whom it concerns: See the attached time line of events and factsThe first issue with Mrs [redacted] was her lack of knowledge with the design, she was trying to place too many items into a small area, which did not work and she would not take no for an answerPer the draft submitted anyone could see all the features [redacted] wanted, would not and could not fit into a 44' manufactured homeSecondly, her inability to get financing or to sell her home caused most of her home delay; this is fully documented with supporting emails sent directly from Mrs[redacted] herselfThird, Mrs [redacted] would not stop making changes to her orderIt is true, during the designing process I did say it would take 4-weeks to have a home built at the factory, at that time, this was a true statementI also said that it would be approximately 4-weeks to have the home ready after it hit the site, but Mrs [redacted] decided to purchase gas appliances and this changed her time frames drasticallyI have supporting documents provided by the gas company that she had an week waitBy the time financing and the order was complete the factory had a glut of orders and the time frames stretched out furtherSee Part II Terms and Conditions of Sale: { [redacted] signed this) Part II is Included in the FactsThe Seller shall not be liable for delays in delivery of the property of its accessories or component parts caused by the manufacturer, the carrier, sureties, accidents, fires, or other causes beyond the control of the SellerFailure of the Seller to have ready to deliver or to deliver the property on the anticipated delivery date for any reason shall not be grounds for cancellation of the saleIt was not until 8/20/that Mrs [redacted] was able to secured financing, she states this herselfSupporting documentation is providedA down payment was collected on 6/16/in order to start the process once financing was in placeAs you can see Mrs[redacted] has a lapse in memory or is being less than honest in her statement that she had no communication between 6/16/and 8/24/I count over that I documented and sent copies ofI worked diligently with her to make sure she was happyNothing was going to be built without her approval, and yes there was a delay, she was sent emails keeping her in the loop all along, that is why her order was pulled temporarily so she could revise it; working with what the engineers stated would be possibleThere was not a delay in the order process while I was on vacation as indicated, check the timeline, I have staff in place to work in my behalf while I was awayMrs[redacted] refused to come in to our office until I returnedIt is correct the home was paid in full on 10/28/and it was delivered on 11/16/This was the best the factory could do and accommodate other customer deliveries, [redacted] should be grateful another customer was gracious enough to change slots to enable her to get her home soonerThe Kitchen and Dining Room were built as close to the design as possible per the factory, again Skyline stated there was not enough room in this space [redacted] was reimbursed for the items not included and [redacted] cashed the check that was sent to herWhen building a customer's own design, not everything can be anticipated until the building process in underwayThe Hutch was built Similar to a design sent to me via a picture, with materials the factory offeredIt was not going to be exactly, they built this great looking Hutch, trying to accommodate Nancy, but she never seems to see the goodPictures provided of Hutch from the factory on separate attachmentThe home does conform to the description, we have honored all demands and more from [redacted] , Skyline is still in the process of completing some items but they will not rebuild the KitchenD***'s do not owe Mrs [redacted] any expenses, she signed a contract with us, part II explains time delays and she initialed this areaMrs [redacted] is not being honest about housing expenses, she states in an email to me on October 19, that she was living with her son in Seattle, during the construction timeWe find her complaint to be unfounded and unreasonable ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

I have forwarded to the service people who have worked on [redacted] home in the past, to meet with herShe will be contacted in a week to review the complaint and solve thisThe service of the home is for months, she is several months away from the expiration dateHer issues outlined are minor, and does not pose any risks of her occupying the home

Complaint: [redacted] I am rejecting this response because: The copied email note is what we sent to DeTray’s this morning and indicates four major issues that have not been resolved Detray’s has made no contact with us to resolve any of these issues, therefore the complaint is not resolved and should continue in place until these issues are addressed and solutions resolved 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 Skyline came out and fixed the flooring and I am now waiting on an appointment for them to come out to address the fireplace Sincerely, [redacted]

DeTrays sent the $allowance for the MantleSkyline is responsible for follservice, as DeTray's (Retailer) pays in advance for the "builder service program"This has been told to the ***'s countless times, yet they seem not to understandWe are the consumers advocate for the service package provided by the builder, Skyline HomesIf the ***'s would understand we are to help, maybe we could get this solved for them.I have been told by Skyline's Service Team, the service requested is scheduled and will be completed shortly, they have a month service warranty and we are months from the orientation date, so there is approximately months left on the service contractThe builder is responding, and I have no issue with the typical service turn-around provided by the builder

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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

The check was mailed to the consumer on 05/01/

Complaint: ***I am rejecting this response because: The statement from Detrays is untrue We were told that if we did not get financing or decided not to go through with the house we would get all of our money except for a $hold back we did not get our financing approved as she stated, in fact that is why we went over more than one plan because we were told we did not qualify for enough mortgageAll those detray was supposed to work with a bank, we end up working with the bank on our ownOne contractor came out one time to look at our property and gave us a quoteWe were told that that quote was freeWe were told that we could hold the deposit there in case we decided to change our minds about getting a houseWe try to improve our economic situation for the past two years in order to qualify for a mortgage Due to health reasons we have decided against thatNobody from detray ever tried to contact us or call us in the past two yearsHowever we did receive the statement which we believed was an indication that they still had our depositAt that time we decided we should call to get that refundedDiane detray told me that there was no way I was going to get the deposit back and hung up the phone on meThat is why I contacted the Revdex.com to try to find a resolution to thisWe would like our $back as promised when we signed the contract.Sincerely,*** ***

I just e-mailed the letter that was mailed to me last week saying $0.00money under refundI called them and they told me that no money was owed to me and they hung up on meDavies Pearson Attorney at law told me they have already been sewed last year and they are also being sewed

Complaint: ***
I am rejecting this response because:First and foremost, sense my new home arrived onsite May 15th it has remained open to the elements, varmints and birds and to this day Detray's has still never contacted me with a repair date or even to discuss how the manufacturing flaw in my home will be repaired(Picture attached) I called and e-mailed Detray's on numerus occasions telling them of my concerns and the best I could get was, "I'll look in to that and get back to you." They never did.... Last Friday, July 28th, months after my home was delivered I finally received a call from a contractor hired by *** to make some of the repairs needed on my home including the eve. This finally happened only after I contacted the Revdex.com and posted our issues on Facebook, which Detray's promptly removed from their Facebook page. Hopefully this issue will be resolved August 8th.As to the other main issues. We finally received the orientation and go-ahead to move in on July 7th. To this day we can still not cook a meal in our home because they have not supplied the parts for our propane cooktop in the kitchen. This time Detray's at least gave me a date that we could expect to see our stove parts. On July 5th I was told by Detray's their contractor would bring the parts to our orientation on Friday 7th if they got them in time. They said, (Worst Case Scenario) they would overnight them and I would have them that Monday, or Tuesday at the latest. July 13th, I again contacted Detray's to find out why I had not received my parts and even more so, why I did not received a phone call from them. To this day, I do not have my stove parts and I do not have any idea when I will have them.During my orientation I was told my month warranty begins that day, which was on July 7th. So, each day that goes by I have one less day of warranty on both my inoperable kitchen stovetop and my inoperable propane fireplace. As per my contract, I have one free service repair visit due to me for any and all defects found within the first year of ownership. If I can't get any service now, what are my chances of getting any kind of service a year from now??? In Detray's response, they stated "we pride ourselves in quality service." It must be everyone else getting the good customer service, because it sure isn't me
Sincerely,
*** ***

We are pleased that DeTray's Custom Housing is the top retailer for quality manufactured homes in the Puget Sound AreaWe pride ourselves in quality service as wellMr& Mrs*** has been caught up in tidal wave of home orders delaying the delivery processThey did receive that
home custom built as ordered, our company elected to purchase a builders service package, "Skycare" which is offered by the builder of the homeThe builder is to perform the home service, and we are to coordinate that effort with the customers General Contractor and factory representativesWith the high volume of business *** and DeTray's are experiencing, it does require the customer to be patient to allow the process to mature, parts to be ordered, and the service to be performed by the builderMr*** had his home orientation and were given keys less than a month agoThe service per contract, agreed by this client can take up to days after the home orientationIt is not unusual for service to take the full day requirementWe hope the customers understand, it is and typical for parts to be installed after the orientation is conductedWe hope for the best on every home we sell, each situation is different, but we strive to satisfy each customer to the best of our ability

We have processed the [redacted] refund check. They should have received it by now.

Complaint: [redacted]I am rejecting this response because:
The copied email note is what we sent to DeTray’s this morning and indicates four major issues that have not been resolved.  Detray’s has made no contact with us to resolve any of these issues, therefore the complaint is not resolved and should continue in place until these issues are addressed and solutions resolved.
Sincerely,[redacted]