ComplaintsforCarolina Country Homes

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought our modular home a **uple years ago, had a leak in roof. Roofer came and patched leak, told me roof was not installed **rrect. I had a se**nd roofer inspect roof. He said same thing, roof not installed **rrectly. Carolina Country Homes told me it was weather damage, would not replace. I had insurance ** look at roof. They said not installed **rrect.

  Business response

  10/10/2022

  The customer purchased their home July ********. In late May of 2022 the customer called the manufacturer of the home (not Carolina Country Homes) to say there had been a leak in the roof. During the intervening 3 years there had been no reported leaks in the roof despite several significant storms. The home's manufacturer investigated the claim and found no issues with the installation of the shingles. Some of the shingles had been pulled through the nails by wind action and were now not properly secured. The nails where still clearly present in the roof. In July of 2022 the customer was now pursuing the issue with us and we recommended that the customer make an insurance claim. We assumed that would be the end of the issue.

  September 25th (2 weeks ago) we received an email from the customer telling us that the insurance company had rejected the claim. Given the surprise rejection by the insurance carrier, in conversation with the manufacturer, we decided that the best course of action was to have an independent roofing expert go evaluate the likely cause of the shingles and nails being separated. We communicated this to the customer on October 6th asking him to select from a list of possible folks recommended by his insurance company that could carry out the investigation. We haven't had a response but received the email from BBB notifying us of this complaint today (October 10th). 

  I don't know how the customer intends to move forward with this but we are still willing to have an independent expert evaluate the likely cause of the loose shingles. If it was in fact a manufacturer issue we will carry out the necessary repairs but, again, it seems unlikely the shingles were loose when the house left the manufacturer and then there were no roof leaks for 3 years. It's also unlikely given that the house travelled from the manufacturer to the customers site and was then crane set without it being obvious at the time.

   

  Customer response

  10/14/2022

   
  Complaint: 18191381
  
  I am rejecting this response because: 

  I first contacted Corner *************, they handle our home warranty.  They told me if its not structural damage they dont cover it.  They referred me to Champion Homes since they are the manufacturer.  They referred me to Carolina Country Homes.  I contacted Carolina Country Homes about roof leak and inspection from first roofer to patch and inspect roof.  He told me shingles were sliding off roof from nails driven completely through shingles, and **** end of shingles not coming together per manufacturer specs.  See attached. ************************* Fine Homebuilding.  Carolina Country homes told me before they sent anyone out it was weather damage.  I than had another roofer come inspect roof.  His inspection was shingles not nailed correctly causing shingles to separate and slide. See attached ***** siding and trim.    Carolina Country Homes than sent **** to inspect roof. **** told me he is not a roofer.  Champion Homes also sent ******************* to inspect roof.  He told my wife ***** he is not a roofer.  Carolina Country Homes response was the same as before inspection.  Roof is from weather damage.  I called our insurance company, *********************.  They sent someone to inspect roof.  His response was same as the two roofing professionals.  See attached.  Not weather damage as Carolina Country Homes (not a roofer) and Champion Homes (not a roofer) inspectors.  Carolina Country Homes claims the contacted ********************** asking who they recommend for inspection.  I contacted ********************* about this, they told me they have no record of anyone calling asking for that information.  I feel no more inspection is needed, we took the time to hire two roofing contractors, and insurance company.  All three say same thing.  Carolina Country Homes and Champion Homes did not take our claim seriously and sent two unqualified people to inspect our roof

   

  Thank you,

   

  *******************

  
  
  Sincerely,
  
  *******************

  Business response

  10/18/2022

  While we would not dispute that the roofing contractors you engaged are "experts" they clearly have significant self interest in their findings. At least one determining that the whole roof needed to be replaced at a cost of $11,500. This is why we do not react to these kind of sub-contractor findings and we suggested you have your insurance company investigate. When you sent us the insurance company findings we reacted in days. We contacted the **************** of your insurance company to have them provide a list of their recommended roofing contractors (sorry we were not given the name of the person we spoke to) which we then provided to you to choose who you would like to come take a look at your roof as a paid expert not as a sub-contractor looking for work. 

  Again both CCH and the manufacturer of the home find it difficult to believe that the shingles had been loose on the roof during shipping, the house set and 3 years worth of storms and just now moved and created a leak ... but we have offered a way forward should you choose to accept it.    

   

  Customer response

  10/21/2022

   
  Complaint: 18191381
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our new home from Carolina Country Homes 8 1/2 years ago. Our roof now leaks and a new owner of Carolina Country Homes said he has no obligation to fix the problem. I have had 2 roofing contractors and our insurance company look into the issue and all said they can find no damage from storm or weather. When we first got the house there was a leak in another location and it was addressed by the builders. Now we have leaks in our living room and mold is starting on our ceiling. The person who installed our gutters and downspouts found staples in our shingles. The warranty company told us to reach out to our insurance company.We are retired and on a fixed income and cannot afford to replace a roof. Contractor estimate is $7500. When we purchased the home we were told our roof was a 30 year roof. Not 8 1/2 years Someone has to be responsible for this I thought when someone bought a company, they bought everything including it's obligations.

  Business response

  07/25/2022

  HI **************** ... first let me say how sorry I am to hear about your rook leak. I've been there and I know it's not fun.

  Regarding your complaint I can address a couple of your questions. At the end of 2015 I bought the assets of Carolina Country Homes **** which was the company you originally paid for your home. I did not take on the liabilities .. those remained with the previous company. This is a very common approach as it is typically impossible for a buyer to quantify any possible liabilities in a small company. Having said that, even the company that originally sold you your home would not be liable for your roof after 8 1/2 years as they didn't offer a warranty for that length of time. You refer to a 30 year warranty but that is for the shingles only and is a warranty given by the shingles manufacturer.     

  Again I'm sorry about your roof and I understand that you are upset but I didn't have anything to do with the construction of your home 8 1/2 years ago. 

   

  Regards

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩