ComplaintsforJackson Homes Incorporated

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jackson Homes built our first home and we moved in December 15, 20. From the first day of taking possession the problems started. Things in the home weren't finished that we were promised would be upon closing. I have e-mails of them trying to get more money out of us for things that were already in the house. I had to speak up and fight for several things such as a concrete sidewalk to be poured, a front post to be installed. Jeff A******** the company Foreman never even responded to emails I had sent once we took possession. It was like they had our money and didn't care anymore. Curtis W*** the Finishing Foreman has been extremely degrading and rude to me several times. Even hung up on the phone on me for pointing our more issues with the house that should have been fixed in the first place. They would book times to come to the house to finish things and not show up. I would have to call to find out where they were only to find out they weren't coming at all- this happened at least 6 times I believe more. I took days off work to be here for them only for them not to show up. Very disrespectful! There Customer service if that's what you can call it is absolutely horrible! I will not deal with Curtis or Jeff anymore especially Curtis after the way he has spoken to me. I would NEVER recommend Jackson Homes to anyone! They are terrible to deal with, they lie and try to sweep things under the rug if you don't catch them. We would like the final things in our house to be completed *** **** * ****** ** *** ******** ***** ******** ******* *** ***** ****** ** ****** ******* ***** ************** ** * ***** ***** ******* ** **** ** ********* **** **** *** ** *** ****** ******** ** **** ** **** *** *** ******** ** ********* *** ****** **** **** ********

  

  Business response

  13/01/2022

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

   

  ** *****

   

  I am responding to the complaint #********. I am the owner of Jackson homes inc and I can assure you that we build quality homes. I would Like to start by saying this house was built in the middle of a pandemic and we did everything in our power to complete everything for closing and there was some touch ups and minor things that were dealt with after close so we could get the client in there new home and they were completely fine with this at the time. We could have extended the closing due to all the issues we had with the pandemic with no cost to the company but we pushed through and completed the house. We completed the issues they had at that time as well. The only time we asked for more money is when hydro one messed up and did their layout with a 200 amp service. A 100 amp service was in there agreement so all we asked for was our cost to change to 200 amp so I didn't have to switch it back. Once we realized switching back would take too much time and would delay the closing I paid for the extra cost and they received a free upgrade. Also the township would not allow the 922 sq ft house we agreed upon in the purchase and sale agreement and the minimum was 1000 sq ft.

  We could have done a minor variance to change this but instead of going through that process to get the exception we offered them the extra 78 sq ft at $2500. There house was 284900 without the lot which is 309 per sq ft which totals $24,102 that the extra sq ft would normally cost. It was not like we were trying to get more out of the customer here we simply offered them an amazing deal and they took it. * *** **** *** ***** ***** *** ******** ********* ** *******

   

  As far as the warranty process, Jeff A******* who is our foreman is not the warranty representative for the company. It was sent to our representative but we were behind almost 6 months in warranty due to the fact our homes kept going as we were deemed essential but our warranty got shut down for months. We had to deal with our oldest jobs first to be fair. This is why ****** had extended all warranties for quite some time. Also dealing with sub trades such as our kitchen company who had to shut down while we stayed open and therefore putting anything to do with kitchen warranties even further behind. These setbacks were not just felt in the building industry but literally every industry in the entire world.

   

  We had changed our agreements at the same time we built there house and we started not doing the sidewalks on that model so the only thing that was mentioned by our warranty representative Curtis is that he would have to check the agreement and get back to them. He checked it and we booked it in and there was no argument here. This is a seasonal issue anyways and through the governments guidelines we had until September do complete this work but again we pushed ahead and completed it in the spring as soon as humanly possible and put their work before many others the closed before they did to try and keep them happy.

   

  There were 2 times that our guys scheduled and had to cancel. One because our worker was sick and the next because his kids were sick.

  This was out of the safety of our client and maintaining government guidelines.

   

  The phone call that was apparently hung up on was due to lack of service and the phone call dropped as we build in areas with no service all the time.

   

  We always go over and above ******s guidelines like the situation where they called about a water leak, that took us about an hour to show up, and it was due to their ac unit that had been installed by someone else and that's what caused the water. We still cleaned up the water for them and even brought dehumidifiers to help mitigate the moisture in there basement.

   

  All this said we are still going to commit to our customer and ******s obligations as we always do. We received an email from the client that everything is dealt with and they are satisfied except for one cupboard that has been on back-order for a long time and will be installed on the 18th of this month. ** *** **** **** ***** ** ******** ** *****

   

  Overall we have done everything in our power to complete every job over the last couple years and going through more issues than I could put in a novel and some customers are more understanding and reasonable than others about the majority of items being out of our control. I think our after sales service from ****** and the bbb show that we excel in making sure the clients issues get dealt with and I will be the first to admit that the length of time these issues took to resolve are too long under normal circumstances but that's not what we are dealing with right now unfortunately.

   

  I am hoping that when the clients read this they understand where I am coming from *** ****** **** **** ** ****

   

  kind regards

   

  Josh

   

  Customer response

  18/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  In response to Josh J*****’s reply. We understand our house was built during a pandemic but that doesn’t mean that communication should stop. During our PDI with Jeff A******* and Jay we did mention quite a few things that we were NOT happy with. We were never asked if we wanted to extend close to let them finish.  Jeff actually left halfway through to go and do something with his children so I don't know why he would have scheduled the PDI that day, the house wasn’t even painted yet the painter was waiting at the door for us to leave!
  
  I have ******** emails as proof of the correspondents that went back-and-forth regarding electrical. Not once does it state what Josh mentioned about asking for us to cover their cost of the hydro mess up!  Jeff full out lied and tried to get more money from us! Never did he mention that there was an error from hydro putting in the incorrect amps. Even so this is the builder's responsibility not ours as the owner.

  
  As for the extra square footage on our home. On Jackson Homes website it stated if any problems arise during a build they cover the cost so not sure where he is going with that comment. Jackson Homes as the builder should have known what Montague township considers acceptable for the square footage of a home; this is not our responsibility as an owner. They built several homes in Montague township and actually built the same model just down the road from us. 

  
   When the concrete guys came to our house they were setting up to just pour the front slab at the door. I said it should be a sidewalk as well and went to check our ****** warranty. At the same time Patrick the concrete guy called Curtis to ask him. If I had not mentioned this we would have had no sidewalk. Again Jackson Homes builds houses they should know what each house needs should not be something that me as the owner needs to be bringing up.  

  
  Not sure if Josh means canceling 2 times in the last couple weeks. But it was at least 6-7 times the guys were a no show! I would message Curtis to find out where they were only for him to tell me “sorry they would have to reschedule” I understand people get sick but you could at least let me know so I’m not waiting around all day. Again no communication! 

  
  It was not just over the phone where Curtis was rude it was when he was in my home speaking with me he was very disrespectful and very short with me which I did not appreciate which is why I have now passed the reins over to my husband so I do not have to deal with the ignorance. Whenever I mentioned something else in the house he would huff and puff and get short with me! I understand wanting to protect your guys but Josh was not in the house to see how Curtis handled himself! 

  
  Again I understand our house was built during covid and a pandemic but there was little to 0 communication from Jackson Homes I was the one that had to initiate most communication including when our 1st 30 day list would be started. A simple call from the office providing us with updates would have been appreciated. Jackson Homes did get our house up fast and has been working with us to fix the outstanding issues during the pandemic we acknowledge that. However the customer service we have been provided has been terrible and the way we have been lied to isn’t something I would want another new home owner to go through.
  
  
  
  Sincerely,
  
  **** * ****** ******

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