Consumer Complaints

Complaints due to manufacturer or licensee defect, as well as cosmetic issues, are accepted by this Department. Please make all correspondence to this Department in writing. Refer to specific information about the nature of your complaint or complaint items. Please do not submit in storybook fashion. Fill out a Complaint Form. Use the instructions below for sending us your complaint.

Consumers should file written complaints with the retailer or manufacturer within one year from the sale date or date of installation of a home. Consumers may file a complaint directly with the Department of Housing as long as filed within one year of the sale date or installation date, whichever is later. Additionally, certain complaints directly related to escrow requirements in law or a failure of a dealer to perform warranty repairs during the warranty period or perform all aspects of a sales agreement may be filed with the Department for up to two years from the sale date or date of installation of a home, whichever is later.

Cosmetic Complaints - New Manufactured Homes

Cosmetic complaints are minor matters and do not involve the performance of structural, electrical, plumbing, mechanical, or gas systems.  All cosmetic complaints should be reported, in writing, to the licensees within 120 days of the installation of the home or the designated cosmetic complaint date.  Cosmetic walk-through complaints received by this Office during the above time (120 days) will be placed into inactive status.  If repairs are not made after 90 days of that cosmetic time period, the purchaser may reopen their file by notifying the Office and including a current list of complaints that need correction.

Complaints Other Than Cosmetic (Including Used Homes)

The purchaser may file a complaint with this Office within a year from the date of purchase or installation of their home concerning items within our statutory authority.

Instructions on Filing a Complaint

Please make all correspondence to this office in writing. Refer to specific information about the nature of your complaints or complaint items. Please do not submit in storybook fashion. Fill out a Complaint Form.

• Use black ink
• List your complaints numerically
• Enclose a copy of your purchase agreement or contract, including the front and back, if applicable. Also, include any addendums and/or change orders, if applicable.
• Enclose a copy of any lists of issues submitted to your Dealer or Manufacturer
• Enclose a copy of your walk-through documents if a walk-through was performed.

By providing all of the requested information, you will ensure prompt processing of your complaint without any unnecessary delays.

Email Items Listed Above to:
[email protected]

Mail Items Listed Above to:
The Arizona Department of Housing
1110 W. Washington St., Suite 280
Phoenix, AZ 85007

Fax your complaints to:
(602) 771-1002

Note: in most cases, complaints received over one year from the date of purchase or installation are not within our statutory authority.  

If you have any questions or concerns, please call (602) 771-1000.

Consumer Recovery Fund

Only consumers who have been damaged by the acts or omissions of licensed dealers or brokers of manufactured homes, mobile homes or factory-built buildings designed for residential use can file a claim against the Consumer Recovery Fund. The consumers' complaint items must be verified as dealer responsibility before the Department can have a consumer Recovery Fund hearing scheduled on behalf of the consumer filing the claim. Only those complaint items that have been verified as dealer responsibility can be entertained by the Consumer Recovery Fund.

How long is a claim valid

A claim can be made for up to two (2) years from the date of installation or the date of purchase, whichever is later.

What damage may be claimed from the Recovery Fund

Recovery Fund claims are limited to actual damages, not interest or attorney fees. They are not limited to other possible claims.

What is needed to have my claim verified

The Department must first receive the consumer's written and signed complaint against the licensed dealer or broker. The consumer must provide his or her first and last name, mailing address, daytime phone number and/or cell phone number, unit description (year, manufacturer, and serial number), and unit location. The consumer must list the individual complaint items and provide documentation to support any claims made against the dealer or broker. In addition, the consumer may provide his or her email address.

What happens after my complaint is verified

A copy of the Department's written determination of the complaint items is sent to the consumer and to the dealer or broker in the form of the 'Verified Complaint & Sign-Off Form.' Both the consumer and the dealer or broker have the right to request an appeal hearing within 30 days from the date that the Verified Complaint & Sign-Off Form is received by the parties. After the appeal period is exhausted, the Complaints Manager will contact the Arizona Office of Administrative Hearings, a separate State agency that hears administrative hearings for all State agencies, to request a recovery fund hearing date and time. That agency will respond to the Department's request and provide the Department with the date and time assigned for the Consumer Recovery Fund hearing. The Notice of Hearing will provide the date, time and location of the hearing.

The Department will not present your case to the Administrative Law Judge. You may represent yourself or, if you have legal counsel, you may have your attorney represent you in the hearing. At the hearing, you will be required to present evidence and/or witnesses that you believe will support your allegations. This evidence may consist of, but is in no way limited to, the following:

1. Front and back of your purchase agreement.
2. Earnest money receipts you received from the dealership.
3. Front and back of any canceled check(s) that relate to monies you paid the dealer or broker or to out-of-pocket expenses you incurred to repair/replace the item(s), which have been verified by the Department as the dealer's responsibility to correct.
4. Front and back of financial lender's installment contract.
5. Verified Complaint & Sign-Off form from the Department.
6. Itemized estimates from properly licensed contractors for complaint items verified by the Department as the dealer's responsibility to correct. You should make every attempt to obtain at least three estimates for each item.
7. Any advertisement, promotional or sales brochures received in connection with your sale.
8. Any other pertinent documentation.

You must bring originals or legible copies of all documents you will present at your hearing.

How long does it take to receive payments that are granted

Approximately 60-65 days from the date of mailing of the Order, signed by the Director of the Department. The Order will state that the Recommended Decision of the Administrative Law Judge has been adopted by the Director as his decision in the matter.