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To Whom It May Concern; ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Aus-Tex/ Village Homes has been working with the factory on several problems for Mrs [redacted] We had one last appointment with [redacted] and the factory for Wednesday 04/11/for one final door leak issue? Once, that has been complete any more problems that arise with the quality of the manufactured house will have to be address by a state inspection for final decision and non-negotiableLast know report was that Mrs [redacted] was mostly satisfied with the corrections? ? ? ? ? ? ? ? ?

Complaint: ***
I am rejecting this response because: In the beginning of his response he says "we have confirmed her walk through for her home has been complete" this is not true, the person that will do the walk through barely contacted me Wednesday, Feb 21st and I have yet to meet with him due to scheduling conflicts: either I can't meet at the time he is available, or when I was able to meet, he was working on other things. The A/C issue should have never been "my" problem, they should have done a walk through prior to me ever stepping foot in the home, making sure all appliances were working properly. I contacted the factory, they did not, they did fix some things, but not all, there is an issue with who is responsible for what, I'm told that Village Homes is and Village Homes tells me the factory is, very frustrating. Either that this no one has reached out to me to either offer assistance or apologize for the poor service I have been given. As far as I'm concerned, I will never do business with them again, nor will I recommend them to anyone I know
Regards,
*** ***

In response to the complaint filed January rd for *** *** at *** *** **Dale, Texas Since the date of her complaint, we have confirmed her walk through for her home has been complete and her list of repairs has been turn into the factoryShe has a year warranty &
if she is not satisfied with the work of the factory, she can call for a State Inspection with the Texas Department of Housing and Community AffairsAs for the A/C unit not working, again that is a factory or manufacturer issueShe was given warranty cards to activate her warranty on the A/C and all appliancesShe would just need to call the number on her warranty cardHowever, I called and hired someone to go out over the weekend after her delivery in late AugustShe immediately, called back again and wanted someone else to come and inspect the A/C unit and I hired another person to check out the A/C unitVillage Homes, the Retailer, has now paid for two different companies to service the A/C unit that is under warranty through the factory/manufacturerNot that I do not agree that it was very hot and her A/C unit needed to be repairedThe factory, when contacted has informed us that most of her repairs have been completedBut they are working on a few other issues for herIf there are further problems, Mr*** need to contact the Service Department at *** *** or the Service Department at Village HomesI will be more than happy to assist her with submitting other repairs to the factory

I am rejecting this response because: Again they "Village Homes" lies, I did not have an appointment with them on Wednesday, April 11th, in fact they called me last week asking if everything was done, I told them I was done with it all, but I did want them to replace the glass front door because it does link when it rains. I have told both Village Homes and the manufacture that the door needs to be replaced, all they have done is patch/readjust it, end the end they told me it needs to be replaced just like I've been telling them all along. Village Homes was supposed to call me and schedule when they would come out and replace the door, still waiting on a call going on a week. After this is done, I'm done with having to deal with all the migraines and stress this has caused meBut will not pull my complaint against them

In response to the above complaint, we have successfully gone through all of our records and here is our account and the reasons for the problems and delays listed in customer's statement.All dates listed in this response are from closing date through current date as our sale timeframes starts after
closingMrs*** was closed on the *** ***/*** on November 1st, Prior to delivery to Mrs*** at *** *** ***, ***, *** there were several items that had to be addressed before the new house could be delivered and set up.The customer had an old doublewide that would have to be removed and a singlewide that the customer had to move to another location on the property to allow room for the new doublewide to be setThe property was not a simple delivery as there were several obstacles that would make the removal of the old doublewide and placement of the new doublewide difficultThe following are some of the complications that delayed the final placementWhen the singlewide was relocated by the customer, the septic systems was damaged and leaking in the delivery field, which Village Homes repaired and needed to let dry out before the foundation for the new home could be placesSeveral obstructions had to be removed to allow adequate room for delivery of the new larger home and state required caliche foundation builtSpecial equipment had to be hired to help place the home in the extremely tight confines of the property.The new home was delivered to the site on December 15th, 2017, moved onto the foundation site with special hired equipment between 12/15/and 12/17/The home was set-up, hooked up between 12/18/2017-12/21/During the interior trim-out that began on 12/21/it became apparent that there was a possible factory issue with a pillar wallAt this time, the holidays were here and work was delayed due to the holiday break and some increment weather. On January 2nd, 2018, *** ***, Village Homes *** *** met the trim contractor at the home on *** *** *** ***, *** ***, *** *** to inspect the problem with the pillar wallOn January 4th, a work order to the factory for the defect was issued to the factory to open a ticketAccording to the factory service records they contacted the customer for appointment to set up the repairs on January 4th, 5th and 9th to set up an appointmentCustomer did not have a svoicemail for message and did not answerAfter those failed attempts the factory cancelled the open work order.On January 25th, 2018, *** ***, *** *** met with Ms*** and walked the house to make a list of problems which were almost entirely cosmeticThe factory has issued a new work or to complete the work on the issuesWe have given Ms*** the factory representative's direct number if other issues with her home ariseMs*** will be satisfied with her home.

We have met with the ***'s and came to a agreement, everything is going goodChampion Homes have been to the ***'s house to fix some of the problems, Village Homes service guy is at their house today finishing up some service work, we hope to be done by Wednesday of this weekThe ***'s will be
ready to close in the next daysThanks, *** ***

To Whom It May Concern; Aus-Tex/ Village Homes has been working with the factory on several problems for Mrs***We had one last appointment with *** and the factory for Wednesday 04/11/for one final door leak issue Once, that has been complete any more problems that arise with the quality of the manufactured house will have to be address by a state inspection for final decision and non-negotiableLast know report was that Mrs*** was mostly satisfied with the corrections

We have met with the [redacted]'s and came to a agreement, everything is going good. Champion Homes have been to the [redacted]'s house to fix some of the problems, Village Homes service guy is at their house today finishing up some service work, we hope to be done by Wednesday of this week. The [redacted]'s will be...

ready to close in the next 10 days. Thanks, [redacted]

In response to the above complaint, we have successfully gone through all of our records and here is our account and the reasons for the problems and delays listed in customer's statement.All dates listed in this response are from closing date through current date as our sale timeframes starts after...

closing. Mrs. [redacted] was closed on the [redacted] on November 1st, 2018. Prior to delivery to Mrs. [redacted] at [redacted] there were several items that had to be addressed before the new house could be delivered and set up.The customer had an old doublewide that would have to be removed and a singlewide that the customer had to move to another location on the property to allow room for the new doublewide to be set. The property was not a simple delivery as there were several obstacles that would make the removal  of the old doublewide and placement of the new doublewide difficult. The following are some of the complications that delayed the final placement.1. When the singlewide was relocated by the customer, the septic systems was damaged and leaking in the delivery field, which Village Homes repaired and needed to let dry out before the foundation for the new home could be places.2. Several obstructions had to be removed to allow adequate room for delivery of the new larger home and state required caliche foundation built.3. Special equipment had to be hired to help place the home in the extremely tight confines of the property.The new home was delivered to the site on December 15th, 2017, moved onto the foundation site with special hired equipment between 12/15/2017 and 12/17/2017. The home was set-up, hooked up between 12/18/2017-12/21/2017. During the interior trim-out that began on 12/21/2017 it became apparent that there was a possible factory issue with a pillar wall. At this time, the holidays were here and work was delayed due to the holiday break and some increment weather. On January 2nd, 2018, [redacted], Village Homes [redacted] met the trim contractor at the home on [redacted] to inspect the problem with the pillar wall. On January 4th, 2018 a work order to the factory for the defect was issued to the factory to open a ticket. According to the factory service records they contacted the customer for appointment to set up the repairs on January 4th, 5th and 9th to set up an appointment. Customer did not have a set-up voicemail for message and did not answer. After those failed attempts the factory cancelled the open work order.On January 25th, 2018, [redacted] met with Ms. [redacted] and walked the house to make a list of problems which were almost entirely cosmetic. The factory has issued a new work or to complete the work on the issues. We have given Ms. [redacted] the factory representative's direct number if other issues with her home arise. Ms. [redacted] will be satisfied with her home.