Thinking of purchasing a manufactured home? The following is the letter of complaint sent to the Service Manager of Fortune Homes, AKA Dutch Housing, Champion Enterprises:
Original Message
From: "Jon and Lori"
To: "Karen Zylman" ; "Melissa D. Taylor"
Cc: "Karen Stephens"
Sent: Tuesday, July 19 4:01 PM
Subject: Re: New damage
Dear Ms. Zylman,
In accordance with the requirements to file a complaint with the Michigan
government in regards to our home, I submit to you the following complaint
about my house.
Model Year: 2001
Mfg: Fortune Housing
series: Signature
Model Name: AHCF860E
Serial #: 06082N
Purchased from: Sunrise Homes Inc.
3500 Inwood Circle
Kalkaska, MI, 49646
Purchase Date: 10-23
History of Home: Numerous retailer contacts and repairs.
Manufacturers Work/Service Order # 150204,153648,155094,155776,160064,
161035,161695
Initial problems with the home, and steps to correct (if any):
*Door adjustments and door knob replacements (by retailer) safety concern as
we were locked into rooms and unable to get out due to the doorknobs
malfunctioning. Not one doorknob, but several throughout the home.
Plumbing problems, water line leak (repaired), drain leaks (replaced), water
in belly of home (drained), bathtub repair due to crack, bathtub replacement
(master bath), kitchen sink leak (repaired) with water damage to lower shelf
(replaced)
Linoleum damage in kitchen (due to debris migrating through)- replaced
Linoleum damage in bath one due to cuts during build - replaced X2 Still
have floor damage due to water damage not addressed during repairs of leak
or while replacing the lino.
Counter top damage due to screw coming through - replaced
Counter top damage due to failed repair of marriage line cabinets - replaced
*Sagging of marriage line cabinets - failed repair, then replacement safety
issue/falling hazard
*6 window replacements due to cracked seals. Safety issue. Windows clouded,
difficult to open, allowing weather in
Exterior door replacement due to damage
*Marriage wall lumber replacement due to twisting and broken lumber within.
Safety issue, bowing, twisting and breakage due to roof failure.
*Ceiling crack repairs throughout. Stub wall ceiling had large hole,
ceiling repaired. (safety issue: caused by trusses migrating through the
ceiling, roof failure. First complaint/repair done shortly after move in,
second complaint made recently when the damage reappeared)
*Furnace failure (repaired under warranty by furnace manufacturer)
safety/comfort issue
*Electrical ground wire failure resulting in melted outlet (homeowner called
electrician and paid for repair) This was a fire hazard that required
immediate attention. Safety issue
*Thermostat wires found stapled through by factory during build (replaced by
homeowner after complaints of heating problems were made to factory but
cause was unable to be found by their contractors) safety/factory defect
issue
*Improperly labeled GFI outlet by kitchen sink (regular outlet with GFI
label) safety issue
Ongoing/current issues with home:
*Complaints about roof. First complaint made to retailer at move in,
several complaints made thereafter to manufacturer. We were first told that
the dips and valleys so noticable were 'normal'. I was told that it was my
imagination. Factory contractors were sent up to investigate and repair.
Repair was substandard and resulted in re-occurance of damage in area
repaired. Further investigation by roofing contractors found that the roof
was failing, decking was soft. Factory 'inspector' (Mr. Oliver) told me
that this was how roofs were supposed to be (the roof sinks noticably when
walking on it) and that there were simply a few 'high' trusses. Further
inspection indicated that there were several broken trusses, places where
the trusses fail to meet the roof decking by an inch or more. The factory
repairs made previously to the roof show improperly repaired trusses,
further weakening the structure. Safety/factory defect/structural issue
*Secondary damage caused by the roof failure include crushed wallboard,
bowing of door openings, and lumber bowing or twisting now pushing out the
wallboard. Trim and battons are popping off throughout the interior of the
home from the roof weight they have been subject to. Cracks have become
apparent in the ceiling in 3 locations, and 'nail pops' are apparent in
several rooms from the ceiling sagging below the trusses. The ceilings
around the perimeter of the home 'roller coaster'. The window in bdrm 4 now
screeches horribly and is becoming difficult to open. Ongoing damage yet to
be determined and not addressed in this complaint due to unknown status.
Safety/manufacturer defect issue
*Sliding glass door. Multiple attempts by retailer and factory to adjust
the door to make it function properly. Further investigation reveals that
the header above the door has failed and is bowed down. Door was not
properly caulked during build, and allows water to seep in under and above
it. Door was not installed level, creating additional problems in ingress
and egress, as the door is so difficult to open and close, and the center
support of door is cracked from roof weight. Safety/defect issue
Recent email indicates that you would like the name of the insurance agent
(which I have supplied in the past) and the structural engineer (which I
didn't have until last Friday), and indicates that I haven't 'honored' your
request for the written report (which I've kept you updated on, and which is
not yet available). The insurance agent is Greg MaGuire 1-800-262-3555.
The structural engineer is Ross Ard (?? This last name is in question, but
I believe this is what I was told). Mr. MaGuire has spoken to the
structural engineer and received a briefing on his findings, which I've been
told would be passed on to you via Mr. MaGuire.
In keeping this as straight forward as possible, you have indicated that you
are "willing to send up a crew to the home to repair the roof according to
HUD code and our truss supplier's approved repair method." Due to our
observations of previous repairs by factory contractors, we are leery of the
quality of repairs, and need to bear in mind that we've been advised that
due to the number of trusses in question, repairing the trusses will only
add weight to a roof structure that is already compromised. I also feel the
need to note that as of our last conversation, you had not as of yet been
able to ascertain what the 'approved' method of repair might be, as you had
not received a response from your supplier (Banks?). Please remember that
you have already been advised that we currently have an opening in the
ceiling that needs to remain open due to the fact that the insurance
adjuster has advised us not to add more weight to trusses that have already
failed, and that this opening is to remain until further notice. Proper
repair would be to replace roof/ceiling and damage noted.
It is our opinion based on the information that we have, that this home is a
'lemon' based on the previous and extensive repairs already done or
attempted, and the ongoing issues that affect the safety and integrity of
the home. We would like our home either a) properly repaired, back to the
original new condition (including the roof structure and headers being
adequate in design and integrity for the size of the home, as well as the
proper repair of the secondary damage) or b) our home replaced with a new
one at no cost to ourselves. We purchased our home based on assurances
and representations made by the manufacturer (You demand the best, we build
the best! The high quality of manufactured homes, unlike site-built homes,
is regulated by the U.S. Government under a national building and safety
code administered by the U.S. Department of Housing and Urban Development.
The national code means design, construction, durability, strength, fire
resistance, energy efficiency, and more, are all federal matters. The homes
are built well-Uncle Sam makes sure! Stringent Codes by Design. Manufactured
homes are built to a set of standards as tough as those facing the
site-built home builder.)
These are found on your web site www.fortune-homes.com and we feel that the
you should now live up to the reassurances and 'promises' that it
advertises. The issues that we are making complaints about are not
'cosmetic' in nature but instead safety issues that need immediate attention
to avoid a potential tragedy. Additional work required is a direct result
of the roof failure, and needed to maintain the value of our home (if the
roof failure had not occured, there would be no damage to be repaired,
thereby it is a direct result whose cost should be absorbed by you.)
Please respond within 10 days of receipt with a detailed response as to your
intentions of satisfying the complaints detailed herein. I will be sending
out a copy of this email, certified mail, for your records within 48 hours.
As per a previous request, via email in care of Missy Taylor, on 5/18,
please send me the address and contact name to snail mail a letter in re: my
home. I would like to assure that I have the correct information to direct
my concerns to.
Thank you for your time and effort expended in resolving this situation. I
look forward to hearing from you at your earliest convenience.
Lori A George
8187 Tower Rd NE
Kalkaska, MI 49646
231.258.9690
CC: Karen Stephens / HADD representative/MI
The Kalkaskian/Leader
The Record Eagle
Fox News
usacomplaints.com
Copy for homeowner file
Copy for Michigan Building Codes/HUD complaint
BUYER BEWARE! Know the difference between a modular home and a manufactured home. Check out the differences in building requirements. Check out whether the home you've chosen is adequately built for the area you're in. Contact other buyers.in our case, the factory's 'inspector' for state complaints and lawsuits uses heavy handed tactics and veiled threats to make you back down (I have a copy of the letter of complaint about Mr. Oliver on file and available on request). Never ASSUME anything in regards to a companies reputation! As homeowners, we invite any interested parties to contact us, walk through our home (which still has the ceiling down so you can see the roof construction, 2X2 trusses, 24" on center for a 32X80' home).
If we had it to do over again, we'd save a bit longer and go stick built. Now, all we want is for the company to step up and provide us with what we THOUGHT we'd gotten to begin with... A safe home that has the value that we paid for.
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