Twin Lakes Housing, Inc.

Mr. [redacted] purchased & took delivery of his home, in October of 2015. We (Twin Lakes Housing, service dept.) have taken care of Mr. [redacted] service issues, except fans.  The home did not come with ceiling fans, so therefore we cannot warranty aftermarket parts or add ons,  that the...

customer does after purchasing the home.  Mr. [redacted] bought & installed those 3 fans himself. He did call me after installing the second one & told me , that it fell. At that time I explained to him, he would have to purchase wire & brace kits for the rooms he wanted to install fans in, since it was not equipped for fans, and he would have issues if he didn't install the brace.  This particular brand & model does not come with fans or wire & brace kits. I feel like this shouldn't be a negative reflection on Twin Lakes Housing.Sincerely,[redacted]

Complaint: 12011069
I am rejecting this response because:I was not made aware of any walkthrough that may have been missed, perhaps because Twin Lakes insists on contacting my wife (who frequently works long hours out of town) rather than contacting me directly. The master bathroom sink was repaired on or around the stated date, though I fixed the electrical switch myself with parts purchased myself. I would add that it was a safety issue to have exposed wires hanging from the wall, and that [redacted] himself admitted that they had "borrowed" the switch to use in another home sometime prior. Between the two issues, it delayed our move-in by at least a week, due to being unable to connect utilities. Had it been stated that we were to move the furniture ourselves during the agreement, there would have been no issue. However, it was stated verbally by [redacted] that all furniture would be in the house when it arrived. It would have been monumentally easier to move in their lot than it was once the home was on our property, due to the distances and terrain involved. While use of a trailer to haul the furniture was offered, it seemed to be only at the convenience of Twin Lakes, as [redacted] is frequently out of the office. Furthermore, I was responsible for the care of two young children at the time, and couldn't simply drop everything to go move furniture when [redacted] and the trailer were available. The entire situation would have been avoided if the business had simply followed through on the verbal agreement. As an aside, there were two lamps with the bedroom set, and we only received one. When the technician did arrive to fix the issues on the list, I did "go easy" on them, as I'm honestly just burnt out with dealing with this; Also, prior experience showed me that issues which can't be fixed in a single day will be turned over to the factory for service, which will end up *never* fixing them. I will voluntarily drop this case, because I don't see any willingness to reach a resolution. However, all negative online feedback will remain, as a caution to future potential buyers. I think it speaks volumes that Twin Lakes is unwilling to even attempt to reach a resolution to satisfy a repeat customer. 
Sincerely,
[redacted]

Mr. & Mrs. [redacted]  special  ordered a home in May of 2016. We ordered this home with a $4000.00 down payment, expecting to get the balance , when the home came in, around June 6,2016. Well Mrs. [redacted]'s money didn't come in until December of 2016. We stored this home on our lot...

for 6 months , with no charge to the customer. The home was delivered on 12/29/2016. On January 3rd, 2017, the service coordinator scheduled an appointment for Jan 9th, 2017, to replace the light switch, repair the faucet (since these were the only two things we knew about at the time)  & do a full service walk thru with the customer. Our serviceman went to the scheduled appointment, & no one was home. We tell our customers, to make a full list of items that need attention in their home two to four weeks after living in the home, unless it is emergency items like leaks or electrical. We also go over the warranty booklet with them at closing. We tell them our serviceman will take care of everything, on the first trip, if possible. If there is something we cant fix, we will turn into the factory to fix. We don't schedule factory  contractors for their service work. We also let them know we do not stock parts here at the dealership. If parts need to be ordered, that will take extra time also. We received a list from Mr. [redacted] on Feb 8th. on this list, there were parts, that needed ordered. So after the parts came in at the end of February, we scheduled an appointment on March 1st, &  the rest of the service was completed, & signed off on by Mr. [redacted].As for the furniture issue, they basically got it for free. It was their furniture we bought from them, when we bought their previous home, which they purchased here also. All of the furniture , except the Master Bedroom furniture & electric fireplace was in the home when it was delivered. It was their bed, & dressers, that they didn't get upon delivery. I explained to Mrs. [redacted], that we did not have anyone here to take apart & deliver the bedroom furniture. We normally don't give furniture with homes, because we cant warranty it, because it is used & is moved from house to house for decoration. We made an exception in this case, because they were moving back to Burkeville, from out of state, & we knew they needed furniture & ask could they get their old furniture back. I told Mrs. [redacted], we didn't have anyone to bring it to them, but [redacted], the GM, told her he would leave his personal low boy trailer here, so they could use it, if they wanted to come get the furniture.It was parked here for two weeks. We didn't here back from her for about two weeks. She called 30 minutes before we were closing, & I told her [redacted] had to use the trailer that day, & it would be back up here the next day. Well, we didn't here back from her until about another week, when she drove up in a U-Haul box trailer. She said she was tired of waiting on her husband & hearing him gripe about it, so she decided on her own to rent a U-Haul & come get it by herself. [redacted] was here that day, & helped her take apart & load the bedroom furniture & electric fireplace. She never mentioned reimbursement for the U-Haul. All the service work was done in a timely matter, as explained in closing. And we never agreed to pay for a U-Haul, and/or it was never discussed, so we will not be reimbursing the $90.00. I don't think her husband even knew she was going to get it.. They got their home delivered, ac installed, Skirting installed & all service work, that was reported, done, within 6 weeks of moving in. This is not out of the ordinary, especially when parts have to be ordered.Sincerely,[redacted]