Manufactured Housing Consumer Complaints

 Background

The Colorado Division of Housing (DOH), Housing Technology and Standards Section (HTS), is the designated State Administrative Agency for the U.S. Department of Housing and Urban Development (HUD) and provides consumer complaint services concerning HUD Manufactured Housing to Colorado households. In addition, the HTS Section provides consumer complaint services for the Manufactured Housing Installation Program, the Dealer Registration Program, Factory-Built Residential Program and Factory-Built Non-Residential Program.

The DOH Housing Technology and Standards Section receives approximately twenty consumer complaints 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.

Colorado law requires the registration of persons engaged in the business of selling manufactured homes and includes escrow and bonding requirements. A list of the registered manufactured home dealers in Colorado can be found through the Manufactured Home Dealer Registration Program. Colorado law does not require licensing or bonding for manufacturers.

How to Submit a Complaint
Consumers who are experiencing difficulty getting problems resolved regarding any aspect of their manufactured housing may contact the HTS Section Consumer Complaint line at 303.866.4616 to request 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

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

beverly.bayley@state.co.us

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 report 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.

Lists of Colorado Dealers, Inspectors, Installers and Manufacturers

List of Resolutions

Factory-Built Structures and Energy Codes Staff