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Manufactured Housing Consumer Complaints

Division of Housing Programs

 

The DOH Housing Technology and Standards Section receives approximately twenty consumer complaints regarding manufactured housing annually with an average resolution time of forty-five days from the time of the receipt of the complaint. All complaints are processed in the order they are received. The Colorado Division of Housing (DOH), Housing Technology and Standards Section (HTS), provides consumer complaint assistance in the following areas of manufactured housing and factory-built structures.

 

U.S. Department of Housing and Urban Development (HUD) Manufactured Homes

 

The Colorado Division of Housing (DOH) is the U.S. Housing and Urban Development (HUD) State Administrative Agency (SAA) for Colorado. In this capacity, DOH receives and administers consumer inquiries concerning manufactured housing (built to HUD Standard 3280.) These include inquires that are directly linked to potential health and safety hazards from the factory construction of the manufactured home. Division of Housing staff works with the consumer and industry to resolve consumer complaints in a timely and effective manner.

 

Colorado Manufactured Housing Installation Program (MHIP)

 

The Colorado Division of Housing Manufactured Housing Installation Program (MHIP) is a certification program designed to ensure the high quality installation of mobile homes (pre-1976 construction), HUD manufactured homes, and factory-built or modular homes across Colorado. Firms and individuals involved in the installation of both new and used manufactured housing are registered with the Colorado Division of Housing. Through the MHIP, DOH accepts and works to resolve consumer concerns regarding the installation of their home.

 

Manufactured Housing Retailer (Dealer) Program

 

The Colorado Division of Housing is authorized by Colorado Revised Statutes (CRS) 24-32-3323-3326 to provide Colorado consumers with protections regarding the purchase of manufactured housing. This includes the Retailer (Dealer) Registration Program that includes down payment protection through the use of a surety bond, letter of credit, or certificate of deposit. The down payment protection only provides assistance when the purchased home is not delivered by the retailer to the purchaser.

 

A list of the registered manufactured home dealers in Colorado can be found through the Manufactured Home Dealer Registration Program. DOH provides assistance to manufactured home purchasers with complaints concerning the delivery of the home by the retailer

 

Factory-built Structures

 

Factory-Built (Modular) homes constructed for use in the state must meet State of Colorado life, health, and safety standards. In order to ensure the health and safety of Colorado residents who purchase or live in these homes, DOH administers and enforces the construction standards adopted by the Colorado State Housing Board, currently the 2012 IRC, IMC, IPC, IECC and 2011 NEC. These responsibilities include assisting consumers with resolving factory-built structure issues.

 

How to Submit a Complaint

Consumers who are experiencing difficulty getting problems resolved regarding their manufactured housing may contact the HTS Section Consumer Complaint office at 303.864.7836 for assistance.

All complaints are submitted as follows:

 
1. Written Requests
 

All complaints must be submitted in writing to the DOH Housing Technology and Standards Section. Submissions may be sent by mail to:

 

Colorado Division of Housing

Housing Technology and Standards Section

Consumer Complaints

1313 Sherman Street, #321

Denver, Colorado 80203

 

Email complaint submissions are also accepted. Email complaint submissions may be sent to:

 
 

2. Submission Information

 

All complaint submissions shall include:

 
  •  Name
  •  Mailing Address
  •  Home Location (if different than mailing address)
  •  Telephone Number
  •  HUD Label Number
  •  Serial Number
  •  Date of Purchase
  •  Date of Manufacture
  •  Name of Manufacturer
  •  Detailed List of All Problems with the Home
  •  Copies of All Correspondence with the Manufacture and/or Dealer
 

3. DOH Process

 

The DOH Housing Technology and Standards Section completes the following:

 
  •  Reviews each complaint for applicable building code and non-building code items
  •  When necessary, conducts an on-site inspection to verify each complaint (in conjunction with manufacturer and dealer representatives whenever feasible)
  •  Provides a written report, including any on-site HTS Section inspection report and all correspondence from the consumer, to the manufacturer and dealer within one (1) week of the completion of the on-site HTS Section inspection. This written eport will list the deficiencies found during the on-site HTS Section inspection.
  • Continues to monitor progress of the manufacturer and dealer in the correction of deficiencies until the deficiencies have bee corrected.
  •  When necessary, schedules an additional on-site HTS Section inspection to confirm the completion of all code related deficiency repairs.
  •  Depending on the nature of the deficiency and the resolution, report the consumer complaint to the U.S. Department of Housing and Urban Development (HUD) and/or the Colorado Attorney Generals Office.

 

In some cases, civil and/or criminal prosecution may provide recourse for unlawful practices.

 
 

4. Manufacturer and Dealer Response

 

The DOH Housing Technology and Standards Section requires the following from the manufacturer and/or dealer regarding consumer complaints;

 
  •  The manufacturer and/or dealer have twenty (20) days to responds the HTS Section consumer complaint letter and inspection report.
  •  The manufacturer and/or dealer are required to correct all health and safety code items listed in the HTS letter and inspection report. A written response detailing the corrections shall be submitted to the HTS Section staff.
  •  The manufacturer and/or dealer are encouraged to address and resolve all non-code, cosmetic items and installation issues.
 
 

 

 

Links To:

Lists of Colorado Dealers, Inspectors, Installers and Manufacturers

 

List of Resolutions

 

Factory-Built Structures and Energy Codes Staff