Nelson Homes, Inc.

Customer’s Statement of the Problem:
My husband and I were looking to design and build our home. We had a acre lot and custom plans and had heard that modular homes were very affordable and of good qualityWe contacted *** *** (which is part of
Nelson Homes) and were delighted to find out that they built from custom plansWe went to meet with a salesman to discuss the possibility of using them
This is where the madness beganI should have trusted my instinct which was that this company was shady and unprofessionalBut instead, we heard
everything we wanted to hear and decided to proceed with using them to build our homeWe were told the process would take approximately months
and that we would be in our home in July or August of This was perfect for us because we had a baby due in August and wanted to be in the home by then
>>> Generally we can build a house in about monthsThere are many issues that can affect the completion timeIn our Client’s case, we ordered their
house from the factory May 16th and got a Certificate of Occupancy on 11/15/which is 6 monthsIn many cases, there are lending issues and required sign offs that our clients are involved with that are out of our controlWe order the home as soon as the loan is in place and all gating items are completeThis is to protect our client
The first of many issues was that we were told we were the "guinea pig" customer as *** was going to use *** *** *** to construct our home (located in North Carolina) and that they hadn't used them before on a project like oursI was extremely skeptical of the modular home building process so we visited the factory in March of to research how the homes were builtWe met with a man named *** who said to contact him if we had any questions or concernsA few weeks after we toured the factory I did have questions so I proceeded to email him and received a response that basically said I needed to direct all of my questions/concerns back to ***We never heard from *** again
>>> While this was the first order with this factory for this sales consultant, it was not the first for our companyOur client required a story house and
this factory was the best fit for their requirementsOur sales consultant has sold over houses over the years and knows that each factory has differing standard specifications and requirementsThe sales consultant did advise our client to go to the factory and review the homes being builtAs indicated our clients did go to the factory and liked what they saw and moved forward in the purchase of their homeAlso, it is not practice for the factory sales rep to communicate
directly with our clients.
Our point of contact at *** rarely picked up his phone, never returned our calls when he said he would, always blamed someone else, never had answers
to our questions and was terribly unprofessionalAlong the way, we became extremely frustrated with *** *** so we thought it best to contact the owner who turned out to be just as unprofessional
>>> We have a great phone systemWe have main office numbers and all our sales consultants have direct dial numbers to the desk phones, when their desk
phone is not answered, the phones ring to the sales consultants mobile phonesIn addition, all unanswered main number calls are forwarded to either the Business Manager or myselfThe phone system is voicemail and text capableI am always prompt to reply to all emails and calls placed to me
Nobody at *** ever wanted to make things right for us. It was like they had never been through this process before and had no idea what they were
doingNobody was ever able to give us straight answersWe had so many issues with them along the way trying to determine when our house would be complete
>>> We have a state of the art scheduling system. Our client can receive reports emailed on task to be performed and about to be performedI believe in many
cases when a client does not get the answer they want to hear, they may feel like they did not get an answer at all
Finally, in July of our home was delivered to our land. To our devastation, it was nothing like we had hopedWe had wanted our kitchen and living room
to be the largest rooms in the house as this is where we spend most of our time and they were the smallest rooms in the homeThere was a fireplace that took up half of the living room floor that was designed to be the exact opposite of what we had wantedThe "breakfast nook" that we had in our plans was a tiny bay window area that can't even fit a small table, much less be the functional space that we had wanted it to beMy husband and I were so upsetThis was going to be our home for a very long time and we hated itWe didn't know what to do*** didn't care, *** *** *** didn't care, *** *** didn't care
>>> Our process requires our client to sign off on all the specifications of their new homeOur client did review the factory supplied prints for the custom
floor plan the client providedThe factory would build from these printsWe had made several attempts to suggest modifications to their custom plan to no availOne of our suggestions was to eliminate the fireplaceOur primary responsibility is to help our clients get the home that they wantWe understand that not everyone wants the same thingWe have to allow our clients to make those choices
As the process continued, things only got worseWe were told by *** *** that we could move in days from the day the house was setIt was set in mid
July which would mean we could be in mid August, before babyI found this really hard to believe as there was so much to be done so I contacted*** (owner) to discuss thisHe then told me there was no way we would be in by August and that it would be a minimum of days from the day the house was set before we could move inAgain, we were devastated. Everything we had been told was a lieIn November of 2013, months after we toured the
factory, months after we first met with ***, we moved into our home
>>> There must have been a misunderstanding, it takes about six months to build a house, we ordered it in May, August is only monthsWe have no
control over the preliminary issues such as loans, permits, approved plans, and surveys that must be handled to protect our clients before we order their home
Right away, we had issues with quality and workmanship. *** put our driveway on the wrong side of the house,
>>> This issue was corrected, most people put the driveway on the side of the house with the stepsWe moved it as required.The land wasn't graded enough,
>>> All grading met the requirements of our contract and all state and local building codes and RLD requirements
The doorbell wasn't installed,
>>> This item was corrected
we had no internet/tv/phone wiring in the house,
>>> Not a factory option and not on our contractSale consultant has since sent funds to cover the cost of this task as a favor.
the carpet was stained with mud, the banister was stained from dirty hands, etcWe felt like we had just purchased a "fixer upper" when in reality it was a brand new home
>>> I am not aware of these service items
We notified *** of a leak in our basement in the winter. Every time it would rain or snow, one side of our basement would fill up with water (enough to
cover the floor)It took them until May to finally get the leak fixed
>>> We addressed this item several times until repaired
We had to call and email our contact person multiple times in order to get anyone out to the house. Also, before the home was even delivered to the house, my husband had asked about the internet/phone wiring that should be installed in every home this day in age*** *** told us not to worry about this and that he would take care of having this put into the walls before they were finishedWhen we moved in we discovered that we had no wiring at allWe had to pay out of our own pocket to have this done which was extremely difficult due to the fact that all of the walls were finished (now we have holes in our ceilings
because they had to drill into them to install the correct wiring)*** *** has said on many occasions that he is going to reimburse us for this because he feels "it's the right thing to do"We still haven't seen this reimbursement and we've accepted that we will never see that money
>>> See Above
Nelson Homes is the most unprofessional, uncaring, deceitful business I have ever come acrossWe are stuck in a home that we don't like, that we've paid a ton of money for, and that we now have to figure out a way to make functional for our family. The entire process with *** was absolutely awfulI am appalled at their business practice and hope that this complaint will save at least one family from having the experience that we did. We regret our decision to use *** *** and feel that they have done nothing to better our situationThere were so many things along the way that could have been different, had they just cared about our needsIf someone would have simply assisted us with realizing our plans, or suggested more functional alternatives, or just asked us what they could do to make things right, I think we would at least have a more positive outlook on this business and would perhaps not feel the need to write a formal complaint
>>> We performed to our contract and all state and local lawsWe communicated with our clients in a timely fashionWe spent hours reviewing our
contract with our client and explaining every detail of the contractAs with every client, we attempted to set reasonable expectations during the entire project

Customer’s Statement of the
Problem:Nelson Homes did not properly install Conditioned Crawl Space per
IRC 2009 and upon moving in on 29 September 2014 our concern for a moldy smell
was dismissed by the builder.>>>> An email reply
-  [redacted];  Your condition crawl does meet all...

the requirements of the
IRC-2009 building code. The building inspector was incorrect, both the
discharge and the return air vents ARE installed. We are adjusting the flow
rates today and we have your HVAC unit running, conditioning the space. Currently, the installation of the vapor barrier in the crawl is sealed to the
walls underneath the insulation on the walls and is fastened to the piers as
well. We will not remove the vapor barrier and it is normal for some moisture
to be under the vapor barrier for something after a house is completed. That’s
why a vapor barrier is required. The under home area is normal and has normal minor new home smells. Any minor
odors will dissipate shortly. The week of 20-25 September 2015,
a heavy rain flooded the crawl space and in several places layers of plastic
held back the water while other places that were pieced together allowed water
to pool on plastic. <<<<< Our Email Reply:[redacted];Per our discussion on Tuesday, I have contacted our Sub
for the condition crawl and he will be coming to review the job. I will let you
know what my sub comes up with.I have inserted pics related to the issue. Please call
me if you have any questions. Thanks[redacted]Here is a [redacted] of the footer excavation and the condition
of the soils.Here’s a [redacted] of the damp proofing applied and sealed as
required.Drain tile before backfillHouse with Final Grade showing fall and a drainage way.Beautiful landscaping is trapping water around house and
overwhelming damp proof protection required by IRC 2009.The builder wouldn't take action
until the CS was dry, So I took action to pump water out. <<< The crawl had
water in the lower level. We were expecting 7 more inches of rain in the next 2
days and it was raining. The client indicated that the water level had lessened
which indicated to me that we should wait to evaluate the issues and perform
any repairs that may have needed to be made.I discovered the ground was not
cleared of debris and the seams of the plastic were not taped. <<<< The foundation
was dug in the middle of a wooded lot with 3 steps in the foundation. All
organic materials were removed as required. See pics above.I contacted Nelson Homes and was
referred to a sub, [redacted] who offered to install new Vapor
Barrier. How should a prepare the CS? <<<< Our client
call us and we went to that site within 3 hours of the call. What we found was
that our client had landscaped his yard blocking the drainage ways from his
gutter trapping all the runoff within a few foot of his foundation. With the
current 7” of rain the damp proofing was overwhelmed and the vapor barrier was
floating is many places. It appeared that water was coming up in the middle of
the crawl space. A Vapor barrier is not meant to hold back a flood of water.
See pics above.No help except the offer to
install new plastic. <<<< We offered our
client our services to install a pump or to add a drainage pipe to his
foundation. He did not respond to those offers. Our client removed the existing
Vapor Barrier before we had a chance to perform the inspection. The Sub agreed
to replace the entire vapor barrier at no charge.All along during the building of
our Modular Home, we were not provided timely information and schedules. The
sales person from Bennies Homes - 2 miles away didn't seems interested in
helping with our questions. <<< This is very confusing,
our client contracted the sales person to paint there house after our contract
was complete and before they move into the house.Upon taking possession, we were
greeted with two bales of hay to seed the dumpster area in the front yard.
Also, the culvert was not cleared to allow water to drain through the drain
pipe under the driveway entrance to the end of the street and the home was
filthy. The backyard had three huge trees that had been pushed over to expose
the root system. <<< All our final
grading meet all state and local requirements and passed inspection. I was not
aware of an issue with the road pipe. The dumpster was scheduled to be removed.The experience with this Class A
builder has not been pleasant to the point of arrogance. Our first meeting with
builder and construction manager resulted in a "NO GUARANTEE" pledge.
Just went downhill from there.<<< While we do state
a completion date, we have no guarantee of the accrual completion day. This is
because of weather, contractors, material and many other items. We always try
to under promise and over deliver. We always attempt to work with our client in
many ways.

[redacted] - we want Nelson Homes to reimburse us in the amount of $5,000 for half the cost to install a Conditioned Crawl Space per IRC 2009. I have pictures that show roots, building materials and the improper installation of the vapor barrier (needs to be taped or sealed and the seams which overlap 6 inches). The RWC 10 year limited warranty is as follows: enrollment number 164723, Manufacturing Control # [redacted], Effective date of warranty 5/19/2014 (date the home was set). We were given a standard booklet that we will need to copy for you if you are not able to get a copy from [redacted]

Customer’s Statement of the
Problem:Nelson Homes did not properly install Conditioned Crawl Space per
IRC 2009 and upon moving in on 29 September 2014 our concern for a moldy smell
was dismissed by the builder.>>>> An email reply
-  [redacted];  Your...

condition crawl does meet all the requirements of the
IRC-2009 building code. The building inspector was incorrect, both the
discharge and the return air vents ARE installed. We are adjusting the flow
rates today and we have your HVAC unit running, conditioning the space. Currently, the installation of the vapor barrier in the crawl is sealed to the
walls underneath the insulation on the walls and is fastened to the piers as
well. We will not remove the vapor barrier and it is normal for some moisture
to be under the vapor barrier for something after a house is completed. That’s
why a vapor barrier is required. The under home area is normal and has normal minor new home smells. Any minor
odors will dissipate shortly. The week of 20-25 September 2015,
a heavy rain flooded the crawl space and in several places layers of plastic
held back the water while other places that were pieced together allowed water
to pool on plastic. <<<<< Our Email Reply:[redacted];Per our discussion on Tuesday, I have contacted our Sub
for the condition crawl and he will be coming to review the job. I will let you
know what my sub comes up with.I have inserted pics related to the issue. Please call
me if you have any questions. Thanks[redacted]Here is a [redacted] of the footer excavation and the condition
of the soils.Here’s a [redacted] of the damp proofing applied and sealed as
required.Drain tile before backfillHouse with Final Grade showing fall and a drainage way.Beautiful landscaping is trapping water around house and
overwhelming damp proof protection required by IRC 2009.The builder wouldn't take action
until the CS was dry, So I took action to pump water out. <<< The crawl had
water in the lower level. We were expecting 7 more inches of rain in the next 2
days and it was raining. The client indicated that the water level had lessened
which indicated to me that we should wait to evaluate the issues and perform
any repairs that may have needed to be made.I discovered the ground was not
cleared of debris and the seams of the plastic were not taped. <<<< The foundation
was dug in the middle of a wooded lot with 3 steps in the foundation. All
organic materials were removed as required. See pics above.I contacted Nelson Homes and was
referred to a sub, [redacted] who offered to install new Vapor
Barrier. How should a prepare the CS? <<<< Our client
call us and we went to that site within 3 hours of the call. What we found was
that our client had landscaped his yard blocking the drainage ways from his
gutter trapping all the runoff within a few foot of his foundation. With the
current 7” of rain the damp proofing was overwhelmed and the vapor barrier was
floating is many places. It appeared that water was coming up in the middle of
the crawl space. A Vapor barrier is not meant to hold back a flood of water.
See pics above.No help except the offer to
install new plastic. <<<< We offered our
client our services to install a pump or to add a drainage pipe to his
foundation. He did not respond to those offers. Our client removed the existing
Vapor Barrier before we had a chance to perform the inspection. The Sub agreed
to replace the entire vapor barrier at no charge.All along during the building of
our Modular Home, we were not provided timely information and schedules. The
sales person from Bennies Homes - 2 miles away didn't seems interested in
helping with our questions. <<< This is very confusing,
our client contracted the sales person to paint there house after our contract
was complete and before they move into the house.Upon taking possession, we were
greeted with two bales of hay to seed the dumpster area in the front yard.
Also, the culvert was not cleared to allow water to drain through the drain
pipe under the driveway entrance to the end of the street and the home was
filthy. The backyard had three huge trees that had been pushed over to expose
the root system. <<< All our final
grading meet all state and local requirements and passed inspection. I was not
aware of an issue with the road pipe. The dumpster was scheduled to be removed.The experience with this Class A
builder has not been pleasant to the point of arrogance. Our first meeting with
builder and construction manager resulted in a "NO GUARANTEE" pledge.
Just went downhill from there.<<< While we do state
a completion date, we have no guarantee of the accrual completion day. This is
because of weather, contractors, material and many other items. We always try
to under promise and over deliver. We always attempt to work with our client in
many ways.

Review: My husband and I were looking to design and build our home. We had a 5 acre lot and custom plans and had heard that modular homes were very affordable and of good quality. We contacted [redacted] Homes (which is part of Nelson Homes) and were delighted to find out that they built from custom plans. We went to meet with a salesman to discuss the possibility of using them. This is where the madness began. I should have trusted my instinct which was that this company was shady and unprofessional. But instead, we heard everything we wanted to hear and decided to proceed with using them to build our home. We were told the process would take approximately 6 months and that we would be in our home in July or August of 2013. This was perfect for us because we had a baby due in August and wanted to be in the home by then. The first of many issues was that we were told we were the "guinea pig" customer as [redacted] was going to use [redacted] to construct our home (located in North Carolina) and that they hadn't used them before on a project like ours. I was extremely skeptical of the modular home building process so we visited the factory in March of 2013 to research how the homes were built. We met with a man named [redacted] who said to contact him if we had any questions or concerns. A few weeks after we toured the factory I did have questions so I proceeded to email him and received a response that basically said I needed to direct all of my questions/concerns back to [redacted]. We never heard from [redacted] again. Our point of contact at [redacted] rarely picked up his phone, never returned our calls when he said he would, always blamed someone else, never had answers to our questions and was terribly unprofessional. Along the way, we became extremely frustrated with [redacted] so we thought it best to contact the owner who turned out to be just as unprofessional. Nobody at [redacted] ever wanted to make things right for us. It was like they had never been through this process before and had no idea what they were doing. Nobody was ever able to give us straight answers. We had so many issues with them along the way trying to determine when our house would be complete. Finally, in July of 2013 our home was delivered to our land. To our devastation, it was nothing like we had hoped. We had wanted our kitchen and living room to be the largest rooms in the house as this is where we spend most of our time and they were the smallest rooms in the home. There was a fireplace that took up half of the living room floor that was designed to be the exact opposite of what we had wanted. The "breakfast nook" that we had in our plans was a tiny bay window area that can't even fit a small table, much less be the functional space that we had wanted it to be. My husband and I were so upset. This was going to be our home for a very long time and we hated it. We didn't know what to do. [redacted] didn't care, [redacted] didn't care, [redacted] didn't care. As the process continued, things only got worse. We were told by**. [redacted] that we could move in 30 days from the day the house was set. It was set in mid July 2013 which would mean we could be in mid August, before baby. I found this really hard to believe as there was so much to be done so I contacted [redacted] to discuss this. He then told me there was no way we would be in by August and that it would be a minimum of 90 days from the day the house was set before we could move in. Again, we were devastated. Everything we had been told was a lie. In November of 2013, 8 months after we toured the factory, 9 months after we first met with [redacted], we moved into our home. Right away, we had issues with quality and workmanship. [redacted] put our driveway on the wrong side of the house, the land wasn't graded enough, the doorbell wasn't installed, we had no internet/tv/phone wiring in the house, the carpet was stained with mud, the bannister was stained from dirty hands, etc. We felt like we had just purchased a "fixer upper" when in reality it was a brand new home. We notified [redacted] of a leak in our basement in the winter. Every time it would rain or snow, one side of our basement would fill up with water (enough to cover the floor). It took them until May to finally get the leak fixed. We had to call and email our contact person multiple times in order to get anyone out to the house. Also, before the home was even delivered to the house, my husband had asked about the internet/phone wiring that should be installed in every home this day in age. [redacted] told us not to worry about this and that he would take care of having this put into the walls before they were finished. When we moved in we discovered that we had no wiring at all. We had to pay out of our own pocket to have this done which was extremely difficult due to the fact that all of the walls were finished (now we have holes in our ceilings because they had to drill into them to install the correct wiring). [redacted] has said on many occasions that he is going to reimburse us for this because he feels "it's the right thing to do". We still haven't seen this reimbursement and we've accepted that we will never see that money. Nelson Homes is the most unprofessional, uncaring, deceitful business I have ever come across. We are stuck in a home that we don't like, that we've paid a ton of money for, and that we now have to figure out a way to make functional for our family. The entire process with [redacted] was absolutely awful. I am appalled at their business practice and hope that this complaint will save at least one family from having the experience that we did.

We regret our decision to use [redacted] Homes and feel that they have done nothing to better our situation. There were so many things along the way that could have been different, had they just cared about our needs. If someone would have simply assisted us with realizing our plans, or suggested more functional alternatives, or just asked us what they could do to make things right, I think we would at least have a more positive outlook on this business and would perhaps not feel the need to write a formal complaint. But nobody did anything for us-total lack of customer service. We always had to contact them about issues numerous times before we got a response, we didn't have any guidance with regards to translating our plans into actual space, and we felt like we were really taken advantage of.Desired Settlement: We hope that our complaint will serve as a resource so that other customers trying to build a home for their family will not choose Nelson Homes or [redacted] as their builder.

Business

Response:

Customer’s Statement of the Problem:

My husband and I were looking to design and build our home. We had a 5 acre lot and custom plans and had heard that modular homes were very affordable and of good quality. We contacted [redacted] (which is part of Nelson Homes) and were delighted to find out that they built from custom plans. We went to meet with a salesman to discuss the possibility of using them.

This is where the madness began. I should have trusted my instinct which was that this company was shady and unprofessional. But instead, we heard

everything we wanted to hear and decided to proceed with using them to build our home. We were told the process would take approximately 6 months

and that we would be in our home in July or August of 2013. This was perfect for us because we had a baby due in August and wanted to be in the home by then.

>>> Generally we can build a house in about 6 months. There are many issues that can affect the completion time. In our Client’s case, we ordered their

house from the factory May 16th 2013 and got a Certificate of Occupancy on 11/15/2013 which is 6 months. In many cases, there are lending issues and required sign offs that our clients are involved with that are out of our control. We order the home as soon as the loan is in place and all gating items are complete. This is to protect our client.

The first of many issues was that we were told we were the "guinea pig" customer as [redacted] was going to use [redacted] to construct our home (located in North Carolina) and that they hadn't used them before on a project like ours. I was extremely skeptical of the modular home building process so we visited the factory in March of 2013 to research how the homes were built. We met with a man named [redacted] who said to contact him if we had any questions or concerns. A few weeks after we toured the factory I did have questions so I proceeded to email him and received a response that basically said I needed to direct all of my questions/concerns back to [redacted]. We never heard from [redacted] again.

>>> While this was the first order with this factory for this sales consultant, it was not the first for our company. Our client required a 2 story house and

this factory was the best fit for their requirements. Our sales consultant has sold over 400 houses over the years and knows that each factory has differing standard specifications and requirements. The sales consultant did advise our client to go to the factory and review the homes being built. As indicated our clients did go to the factory and liked what they saw and moved forward in the purchase of their home. Also, it is not normal practice for the factory sales rep to communicate

directly with our clients.

Our point of contact at [redacted] rarely picked up his phone, never returned our calls when he said he would, always blamed someone else, never had answers

to our questions and was terribly unprofessional. Along the way, we became extremely frustrated with [redacted] so we thought it best to contact the owner who turned out to be just as unprofessional.

>>> We have a great phone system. We have main office numbers and all our sales consultants have direct dial numbers to the desk phones, when their desk

phone is not answered, the phones ring to the sales consultants mobile phones. In addition, all unanswered main number calls are forwarded to either the Business Manager or myself. The phone system is voicemail and text capable. I am always prompt to reply to all emails and calls placed to me.

Nobody at [redacted] ever wanted to make things right for us. It was like they had never been through this process before and had no idea what they were

doing. Nobody was ever able to give us straight answers. We had so many issues with them along the way trying to determine when our house would be complete.

>>> We have a state of the art scheduling system. Our client can receive reports emailed on task to be performed and about to be performed. I believe in many

cases when a client does not get the answer they want to hear, they may feel like they did not get an answer at all.

Finally, in July of 2013 our home was delivered to our land. To our devastation, it was nothing like we had hoped. We had wanted our kitchen and living room

to be the largest rooms in the house as this is where we spend most of our time and they were the smallest rooms in the home. There was a fireplace that took up half of the living room floor that was designed to be the exact opposite of what we had wanted. The "breakfast nook" that we had in our plans was a tiny bay window area that can't even fit a small table, much less be the functional space that we had wanted it to be. My husband and I were so upset. This was going to be our home for a very long time and we hated it. We didn't know what to do. [redacted] didn't care, [redacted] didn't care, [redacted] didn't care.

>>> Our process requires our client to sign off on all the specifications of their new home. Our client did review the factory supplied prints for the custom

floor plan the client provided. The factory would build from these prints. We had made several attempts to suggest modifications to their custom plan to no avail. One of our suggestions was to eliminate the fireplace. Our primary responsibility is to help our clients get the home that they want. We understand that not everyone wants the same thing. We have to allow our clients to make those choices.

As the process continued, things only got worse. We were told by [redacted] that we could move in 30 days from the day the house was set. It was set in mid

July 2013 which would mean we could be in mid August, before baby. I found this really hard to believe as there was so much to be done so I contacted**. [redacted] (owner) to discuss this. He then told me there was no way we would be in by August and that it would be a minimum of 90 days from the day the house was set before we could move in. Again, we were devastated. Everything we had been told was a lie. In November of 2013, 8 months after we toured the

factory, 9 months after we first met with [redacted], we moved into our home.

>>> There must have been a misunderstanding, it takes about six months to build a house, we ordered it in May, August is only 3 months. We have no

control over the preliminary issues such as loans, permits, approved plans, and surveys that must be handled to protect our clients before we order their home.

Right away, we had issues with quality and workmanship. [redacted] put our driveway on the wrong side of the house,

>>> This issue was corrected, most people put the driveway on the side of the house with the steps. We moved it as required.The land wasn't graded enough,

>>> All grading met the requirements of our contract and all state and local building codes and RLD requirements.

The doorbell wasn't installed,

>>> This item was corrected.

we had no internet/tv/phone wiring in the house,

>>> Not a factory option and not on our contract. Sale consultant has since sent funds to cover the cost of this task as a favor.

the carpet was stained with mud, the banister was stained from dirty hands, etc. We felt like we had just purchased a "fixer upper" when in reality it was a brand new home.

>>> I am not aware of these service items.

We notified [redacted] of a leak in our basement in the winter. Every time it would rain or snow, one side of our basement would fill up with water (enough to

cover the floor). It took them until May to finally get the leak fixed.

>>> We addressed this item several times until repaired.

We had to call and email our contact person multiple times in order to get anyone out to the house. Also, before the home was even delivered to the house, my husband had asked about the internet/phone wiring that should be installed in every home this day in age. [redacted] told us not to worry about this and that he would take care of having this put into the walls before they were finished. When we moved in we discovered that we had no wiring at all. We had to pay out of our own pocket to have this done which was extremely difficult due to the fact that all of the walls were finished (now we have holes in our ceilings

because they had to drill into them to install the correct wiring). [redacted] has said on many occasions that he is going to reimburse us for this because he feels "it's the right thing to do". We still haven't seen this reimbursement and we've accepted that we will never see that money.

>>> See Above

Nelson Homes is the most unprofessional, uncaring, deceitful business I have ever come across. We are stuck in a home that we don't like, that we've paid a ton of money for, and that we now have to figure out a way to make functional for our family. The entire process with [redacted] was absolutely awful. I am appalled at their business practice and hope that this complaint will save at least one family from having the experience that we did. We regret our decision to use [redacted] and feel that they have done nothing to better our situation. There were so many things along the way that could have been different, had they just cared about our needs. If someone would have simply assisted us with realizing our plans, or suggested more functional alternatives, or just asked us what they could do to make things right, I think we would at least have a more positive outlook on this business and would perhaps not feel the need to write a formal complaint.

>>> We performed to our contract and all state and local laws. We communicated with our clients in a timely fashion. We spent hours reviewing our

contract with our client and explaining every detail of the contract. As with every client, we attempted to set reasonable expectations during the entire project.

Review: My family and I have worked hard to save and we were finally able to purchase a new home. We bought a few acres of land and purchased a modular from Nelson Homes Va. The experience has been a nightmare from day 1. The process started in May 18th 2013 when we put a deposit on the house of our dreams. My wife and I were assured that the home would be completed in 90 days and a worst case scenario of Oct 24, 2013. The contract was signed with a completion date of Oct 24. It is now Dec 5th, 2013 and Nelson Homes is NO WHERE near done with the project. They refuse to give a completion date and have not worked in weeks. They have 75% of the contract value in cash and have refused to do anything more until a change order is paid out of pocket for something that should have been priced in the contract. It has gotten so bad, I have hired an attorney to help speed up the process but that seems to be of little help as [redacted] Nelson Homes [redacted] has his son [redacted], an attorney, representing him so there has been a stale mate for the last month. In May 2013, Nelson Homes assured us that the home would be completed by oct the same year so my family got a 6 month rental to live in until our new home was finished. Nov 30th 2013, we were forced to move out of our rental and had no place to go. We packed most everything into storage and put a few things inside the finished interior of our new home. The well, septic, heat pump, grading and wrap up are still not finished. Nelson homes is now asking for approx $1000 per day plus a $50 fee for every day our items are in the house. Nelson Homes has completely stopped work on the home and per the attorney, we are last on the list now to get any work done.Desired Settlement: We would simply like our house finished so we can move in as a family and stop paying outrageous out of pocket "change orders"

Business

Response:

[redacted] did sign a contract in May and made a $500 commitment to purchase a lot model home.

He indicated the sale was to be cash and that he was buying 2 lots in a subdivision in [redacted] County.

I preformed a site visit for his proposed building site. At that time, the lots were being perked for the septic systems. Our contract uses sizes/numbers for a typical 3 bedroom septic system and states that these numbers are only estimates until the permits are received and reviewed. After the permit was reviewed we notice the [redacted] required a French Drain and the drain field was over 50% bigger than a normal system. We supplied [redacted] with the required change orders. He will not sign them as required which is creating the job to stall.

After the site visit, [redacted] was required to escrow his cash with an attorney so that we could schedule his job. It turned out that [redacted] did not have the cash and he was borrowing the funds. It took about 3 months for [redacted] funds to be made available. During this funding delay, our schedule filled up just as we warned him was going to happen.

[redacted]l charged materials on our business account without our knowledge. This took several month to resolve.

Recently, [redacted] took possession of the house by storing his furniture and other items in the house. Our contract/agreement state that this is a violation of the agreement.

[redacted] has continued to create delays for us to complete his house. He has continuously ignored our request for change orders, contacted our subcontractors and vendors undermining our ability to perform our duties.

At this time his well has been drilled and we are on hold for the installation of the septic system change order. This issue is creating delays for the final grade, then the heat/pump and several other task. After which time, [redacted] has several items that he has agreed to preform before the CofO can be obtained.

Our goal is to receive the change orders and funds so that we can complete our contract or [redacted] can keep the remaining funds and finish the job himself.

Thank you

[redacted]

Review: Nelson Homes did not properly install Conditioned Crawl Space per IRC 2009 and upon moving in on 29 September 2014 our concern for a moldy smell was dismissed by the builder. The week of 20-25 September 2015, a heavy rain flooded the crawl space and in several places layers of plastic held back the water while other places that were pieced together allowed water to pool on plastic. The builder wouldn't take action until the CS was dry, So I took action to pump water out. I discovered the ground was not cleared of debris and the seams of the plastic were not taped. . I contacted Nelson Homes and was referred to a sub, [redacted] who offered to install new Vapor Barrier. How should a prepare the CS? No help except the offer to install new plastic. All along during the building of our Modular Home, we were not provided timely information and schedules. The sales person from Bennies Homes - 2 miles away didn't seems interested in helping with our questions. Upon taking possession, we were greeted with two bales of hay to seed the dumpster area in the front yard. Also, the culvert was not cleared to allow water to drain through the drain pipe under the driveway entrance to the end of the street and the home was filthy. The backyard had three huge trees that had been pushed over to expose the root system. The experience with this Class A builder has not been pleasant to the point of arrogance. Our first meeting with builder and construction manager resulted in a "NO GUARANTEE" pledge. Just went downhill from there.Desired Settlement: Have the Buyer initial the statement in the Buyers Agreement "no other representation or inducement verbal or written has been made which is not contained in this contract." It was a shock to us, and the salesperson promises meant squat right away. We didn't even have a guarantee when our home would be done (took seven months). A pleasurable experience of having a home built (fortunately it was a modular) became a disappointing, aggravating and anxious time for both my wife and I.

Business

Response:

Customer’s Statement of the

Problem:Nelson Homes did not properly install Conditioned Crawl Space per

IRC 2009 and upon moving in on 29 September 2014 our concern for a moldy smell

was dismissed by the builder.>>>> An email reply

- [redacted]; Your condition crawl does meet all the requirements of the

IRC-2009 building code. The building inspector was incorrect, both the

discharge and the return air vents ARE installed. We are adjusting the flow

rates today and we have your HVAC unit running, conditioning the space. Currently, the installation of the vapor barrier in the crawl is sealed to the

walls underneath the insulation on the walls and is fastened to the piers as

well. We will not remove the vapor barrier and it is normal for some moisture

to be under the vapor barrier for something after a house is completed. That’s

why a vapor barrier is required. The under home area is normal and has normal minor new home smells. Any minor

odors will dissipate shortly. The week of 20-25 September 2015,

a heavy rain flooded the crawl space and in several places layers of plastic

held back the water while other places that were pieced together allowed water

to pool on plastic. <<<<< Our Email Reply:[redacted];Per our discussion on Tuesday, I have contacted our Sub

for the condition crawl and he will be coming to review the job. I will let you

know what my sub comes up with.I have inserted pics related to the issue. Please call

me if you have any questions. Thanks[redacted]Here is a [redacted] of the footer excavation and the condition

of the soils.Here’s a [redacted] of the damp proofing applied and sealed as

required.Drain tile before backfillHouse with Final Grade showing fall and a drainage way.Beautiful landscaping is trapping water around house and

overwhelming damp proof protection required by IRC 2009.The builder wouldn't take action

until the CS was dry, So I took action to pump water out. <<< The crawl had

water in the lower level. We were expecting 7 more inches of rain in the next 2

days and it was raining. The client indicated that the water level had lessened

which indicated to me that we should wait to evaluate the issues and perform

any repairs that may have needed to be made.I discovered the ground was not

cleared of debris and the seams of the plastic were not taped. <<<< The foundation

was dug in the middle of a wooded lot with 3 steps in the foundation. All

organic materials were removed as required. See pics above.I contacted Nelson Homes and was

referred to a sub, [redacted] who offered to install new Vapor

Barrier. How should a prepare the CS? <<<< Our client

call us and we went to that site within 3 hours of the call. What we found was

that our client had landscaped his yard blocking the drainage ways from his

gutter trapping all the runoff within a few foot of his foundation. With the

current 7” of rain the damp proofing was overwhelmed and the vapor barrier was

floating is many places. It appeared that water was coming up in the middle of

the crawl space. A Vapor barrier is not meant to hold back a flood of water.

See pics above.No help except the offer to

install new plastic. <<<< We offered our

client our services to install a pump or to add a drainage pipe to his

foundation. He did not respond to those offers. Our client removed the existing

Vapor Barrier before we had a chance to perform the inspection. The Sub agreed

to replace the entire vapor barrier at no charge.All along during the building of

our Modular Home, we were not provided timely information and schedules. The

sales person from Bennies Homes - 2 miles away didn't seems interested in

helping with our questions. <<< This is very confusing,

our client contracted the sales person to paint there house after our contract

was complete and before they move into the house.Upon taking possession, we were

greeted with two bales of hay to seed the dumpster area in the front yard.

Also, the culvert was not cleared to allow water to drain through the drain

pipe under the driveway entrance to the end of the street and the home was

filthy. The backyard had three huge trees that had been pushed over to expose

the root system. <<< All our final

grading meet all state and local requirements and passed inspection. I was not

aware of an issue with the road pipe. The dumpster was scheduled to be removed.The experience with this Class A

builder has not been pleasant to the point of arrogance. Our first meeting with

builder and construction manager resulted in a "NO GUARANTEE" pledge.

Just went downhill from there.<<< While we do state

a completion date, we have no guarantee of the accrual completion day. This is

because of weather, contractors, material and many other items. We always try

to under promise and over deliver. We always attempt to work with our client in

many ways.

Consumer

Response:

[redacted] - we want Nelson Homes to reimburse us in the amount of $5,000 for half the cost to install a Conditioned Crawl Space per IRC 2009. I have pictures that show roots, building materials and the improper installation of the vapor barrier (needs to be taped or sealed and the seams which overlap 6 inches). The RWC 10 year limited warranty is as follows: enrollment number 164723, Manufacturing Control # [redacted], Effective date of warranty 5/19/2014 (date the home was set). We were given a standard booklet that we will need to copy for you if you are not able to get a copy from [redacted]