Consumer Complaints

Consumer Complaints A. In cases of complaints of improper construction, installation and/or set-up of any new Factory-Built homes lodged against manufacturers, retailers, developers, and/or installers/transporters, the Factory-Built Home Division of the State Fire Marshal’s Office will coordinate with the homeowner the initiation of a formal complaint. The complaint process will provide the necessary inspections and investigations of problems reported to the manufacturer, the retailer, the installer and this office during the first twelve (12) months from the date the homeowner has taken possession of the Factory-Built home. B. At any time during the first twelve (12) months following the homeowner taking possession of the Factory-Built home, the manufacturer, retailer and/or installer may at any time request, in writing, for the State Fire Marshal’s Office to schedule, with the homeowner, a date to conduct an on-site inspection to investigate the issues listed by the homeowner. It will also be acceptable, if the homeowner is directed, by the manufacturer, retailer/developer or installer, to contact the State Fire Marshal’s Office of the Factory Built Home Division to file a consumer complaint. C. A duly authorized representative of the Factory-Built Home Division of the State Fire Marshal's Office when scheduling a site inspection regarding a consumer complaint the manufacturer, retailer, developer, and installer/transporter licensee shall be present for each such inspection. If any manufacturer, retailer, developer, and installer/transporter licensee is unable to attend the site inspection, his duly authorized representative shall be a person employed by the licensee with authority to make decisions regarding corrective action and remedial plans if required. D. In cases of complaints of improper installation and/or set-up of any used Factory-Built lodged against installers/transporters and documented in writing (i.e. Emails, texts, facsimile), the Factory-Built Home Division of the State Fire Marshal’s Office will coordinate with the homeowner in an effort to provide the necessary inspections and investigations of these problems. All issues must be reported, in writing, to the installer and this office within the first twelve (12) months of the date the home is sited at the location intended for human habitation and the date the installation decal has been affixed to the Factory-Built home by the inspector.