ComplaintsforM. A. Jackson Co.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company on 12/4/22 to install a garden tub in main bedroom. Due to me breaking my foot and being in a cast, they actually couldnt install until 5/31. They left holes in the wall, several jets dont work, faucets are backwards and loose. I refused to pay outstanding amount due until work was fixed. I called the company from 5/31 thru 6/30 (roughly 9 phone calls) and have had no contact, but receptionist has promised a callback - which hasnt happened.

  

  Business response

  07/25/2023

  We at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We strive hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. has followed all specifications outlined on the customer's (in mention) contract/proposals dated (12/14/22). The contract in mention was for the removal of the customer's (in mention) old tub and the installation of a new white custom installed eight-jet ***************** tub system, using customers old fixtures and installing a platform around the tub-system (with the customer's old pre-cut granite slabs, cut to fit the old tub) for [$6,585] contracted cost. We were to begin the customer's (in mention's) project around February 2023, as stated on the contract, but only after she paid her original down payment, which she never paid until February. The customer (in mention) paid on (02/07/23) with two checks (ck #**** for $1,800.) & (ck #*** for $1,000). On that same day (on 02/07/23), it was stated by the customer (in mention), to the sales representative (M. A. Jackson), that she was experiencing financial issues and would only like to receive the tub material at this time. Plus, she (the customer in mention) said, she had someone else that could possibly do the installation and complete the job. M. A. Jackson explained to her (the customer in mention) of the contract default fee's on the back of the contract, if she was to cancel out the contract, but he tried to be understanding to her medical issues, along with her financial situation and once more explained to her, when she (the customer in mention) was ready to give us back a call and we would be happy to come out and finish the project. The tub-system was purchased by M. A. Jackson Co. on (01/05/23) and delivered to the customer's (in mention) residence in February 2023, where the installation was to occur. The customer (in mention) called M. A. ********************** on (03/09/23) wanting our company to return and complete the installation of her tub-system. The customer had a current balance of [$3,785.] to complete the contracted project. The customer asked M. A. ********************** to give her a discount on the final cost. M. A. Jackson explained the details on the original contracted price and required a deposit to start the labor demo of her bathroom tub area. The customer gave a deposit check (ck# **** $1,000.] to begin the demo work. The project demo began on 4/3/23-4/723 and the installation would begin after the current jobs were completed, which then began the week of 6/1/23-6/5/23. During the demo process, it was brought to our company's attention that under her old tub there was never plumbing hooked up, possibly causing the rot she was experiencing. It was later explained to the customer when the actual install began, that the old granite would not fit as snug as it once did because of the size differences. The customer told M. A. ********************** that she (the customer in mention) had someone to paint the room and would replace the drywall chips as well. Plus, the old fixtures were to large for the new tub edge and could only fit in one location (tightly). We were to come back and complete any final installation and clean up, but the customer (in mention) was having trouble with the jets working properly and wanted them replaced. We informed her (the customer in mention) it was a manufacturing default and the company (A. S.) would need to replace them for her. M. A. Jackson Co's office manager worked back and forth with the ***************** Company to replace the jets for the customer (in mention) from 06/05/23-06/13/23. The work order from the ***************** company was approved on 06/13/23 and she was sent an email confirmation as well. The customer called into our office once again explaining that the ***************** company could not do the replacement until the front of the newly installed granite was removed first. M. A. Jackson stopped by the customer's (in mention) home to see issue, the customer paid M. A. ********************** ($1,120.) on 06/05/23 that same day. Our company then sent the installer back out to the customer's (in mention) home on 06/09/23 to remove the front granite plate, so the *****************'s work order could be preformed. Our company has been waiting for the finalization email from the ***************** company stating they had completed the replacement of the jets, so we could return to the customer's home and complete our part. The customer (in mention) called into the office and spoke with the receptionist in July and she gave the message to M. A. Jackson to call her back. M. A. Jackson has been out of state for personal affairs and tried many times in his absence to reach back out to the customer (in mention), but has had no response back. It has been a waiting game on when the ***************** company would be done with their work. Our goal is to serve every customer to best of our ability and we were trying to accomplish that. We also, encourage continuous trust for future projects.  Sincerely, M. A. Jackson 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When writing the contract, **** told me if I would purchase a ceiling fan they would install it. After starting and doing the roof, told me I could not have a fan, the ceiling was too low. The roof leaked terribly. Had to send new guys out to re-caulk and repair. Found out the previous guys had no previous experience and was no longer with them.The screens were chewed up and had to be replaced. Cross braces to roof cut too short and at wrong angles leaving wide gaps. They new guys came out and found a way to repair. The porch comes out from my dining room. *** left it unfinished, paneling not put back properly. I bought paint and did the best I could. The ceiling is still not finished. I paid $7800 down, was to pay $16,000 on completion. When not finished, *** says I done all I can and don&#**;t know when I can get back, can you pay us what you owe today. I say no! Him or **** will you pay something. Him or **** didn&#**;t even know what I owed. Me, being the honest person I am told them my balance. I agreed to pay $14,000. *** calls **** from my house and says ************ agrees and is writing us a check for $14,000 and **** accepted. I received a letter on Sept 15 stating I&#**;m over due a balance of $2000 55 days past due when they are still not finished and repairing mistakes. I replied that how can I be 55 days overdue when they are still here and not finished. I didn&#**;t get a ceiling fan installed so that should be taken off the bill. No electrical or lumber, supplies, hardware. Plus **** excepted $14,000 instead of $16,000. I text the guys that are having to do all these repairs and sent a picture of a screen they replaced with a tear in it. He said it was manufacturer defect and they would replace it. That was Sept 20. I could go on but would like to get this stated (filed) then go from there.

  

  Business response

  11/21/2022

  We at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We strive hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. has followed all specifications outlined on the customer's (in mention) signed contract/proposal dated (03/11/22). We began the customer's (in mention's) deck (with steps & railing), screen-room and sliding door project on (07/01/22) and the job was completed on (07/18/22); with two back order pieces remaining to install, 1-piece of vinyl  and 1-piece of railing. The owner of the company sent the head foremen out to the customer's (in mention) home to address any issues she *** be having, because she had not finish paying the final balance of ($16,000.) from the signed contract. The balance is due upon completion of the installed project. He reminded the customer that her ceiling was to low and that it wouldn't be up to code to install a fan. She was to purchase the fan on her own and to his knowledge she had not purchased the fan yet. The customer (in mention) paid only a portion of the balance, she held back the rest until the issues were addressed. We wish to remind the customer she has a two year workmanship warranty, that would go into affect upon completion of her project, covering any installation we installed that *** have issues connected with the installation of her project, along with a limited lifetime warranty on all manufacturing materials if there were to have any defects. On (08/02/22) M. A. Jackson **** two installers went back out to the customer's (in mention) home to install the two back order pieces, resolved her issues of repairs and replace the manufactured defected screens. These items were addressed and completed. There was never a mention on the contract that M. A. Jackson Co. would do any painting or installing a window from Window World, in the customer's (in mention) bedroom. The customer (in mention) was mailed a friendly reminder on (09/12/22) that she stills has an outstanding 55-days past due balance of ($2,000.), now over 80-days past due. On a happier note, it was our pleasure that the customer (in mention) selected ********************** first, for the services of her home improvement project. Our goal is to serve our customers to the best of our ability, we apologize for any inconveniences or delays that were beyond our control and encourage continuous trust for future projects. Sincerely, M. A. Jackson

  

  Business response

  03/01/2023

  As mentioned before, we at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We have strived hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. followed all the specifications outlined on the customer's (in mention) signed contract/proposal dated 03/11/22 (see attached contract). We began the customer's (in mention's) deck (with steps & railing), screen-room and sliding door project on (07/01/22) and the job was completed on (07/18/22); with two back order pieces remaining to install (1-piece of vinyl  and 1-piece of railing). The owner sent the field manager out to the customer's (in mention) home to address any issues she *** be having in person, while he was there he was to collect the remaining balance of her signed contracted and finalizing her project. She new her balance was due upon completion. She wanted to purchase her own ceiling fan (as stated in the contract) and M. A. Jackson Co. would then install it, but he reminded the customer that her ceiling was to low and that it wouldn't be up to code to install any fan. Plus, to his knowledge she had not purchased any fan yet. The customer (in mention) paid only a portion of the balance on that day and she held back $2,000 stating her issues needed to be addressed and she only pay $14,000 on that day. Our company made several attempts to get back with the customer in question, but she informed the office personal she would not talk to anyone from our company except ***** (one of our installers). We wish to remind the customer she has a two year FREE workmanship warranty, that would go into affect upon completion of her project. She *** loose that part of the warranty by breaching her contract of the final payment due upon completion. It would cover any installation we installed that *** have issues connected with the workmanship installation of her project, along with a limited lifetime warranty on all manufacturing materials if there were to have any defects. On (08/02/22) M. A. Jackson Co.'s two installers went back out to the customer's (in mention) home to install the two back order pieces, resolved her issues of repairs and replace the manufactured defected screens. These items were addressed and completed. There was never a mention on the contract that M. A. Jackson Co. would do any painting or installing a window from Window World, in the customer's (in mention) bedroom. The customer (in mention) was mailed a friendly reminder on (09/12/22) that she stills had an outstanding 55-days past due balance of ($2,000.). She left messages to the office (before or after hours) continuing to insist we needed to install her fan and now repair a screen, but only wanting to see ***** (our installer). On 01/05/23 ***** (our installer) went back out to her home again and repaired her screen. She gave him only $1,000 of the balance when he was finished with the repair and she mentioned the fan still needed to be installed and would hold it back until he returned. Since that date (01/05/23), the company has tried to reach her by email, phone messages and the owner tried stopping by her home to speak with her once more in person, but she didn't answer the door (or wasn't home) and has never responded back to any of our attempts to reach her. The customer in mention has *****'s (the installer) personal cell phone number and was communicating with him in the past, but he is no longer employed by our company. We would like to settle this complaint on a happy note, it was our pleasure that the customer (in mention) selected ********************** first, for the services of her home improvement project. It would be of the best interest of the customer in mention to have us discount and we would be glad to do so, the two hours of labor installation that it would have taken our installers to install her (pre-purchased) fan, off the balance of the current contract. No where on the contract does it mention we would be installing a light, only a outlet and switch. It was never mentioned to the installers on all the occasions they were there to do her repairs of any damage to a threshold. She also forgot to mention that when our field manager (the skilled window & door man) was installing her French door (correctly I *** add) she asked him to install a window for her that Window World forgot to install in the back room and he did it Free of charge for her out of kindness and skilled knowledge of the service. Once again, it was explained to her why the fan could not be installed due to the low ceiling height not meeting up to code. Our goal is to serve our customers to the best of our ability, we apologize for any inconveniences or delays that were beyond our control and encourage continuous trust for future projects. Sincerely, M. A. Jackson

  

  Business response

  03/14/2023

  As mentioned before (and now a third time), we at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We have strived hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. followed all the specifications outlined on the customer's (in mention) signed contract/proposal dated 03/11/22 (see attached contract). We began the customer's (in mention's) deck (with steps & railing), screen-room and sliding door project on (07/01/22) and the job was completed on (07/18/22); with two back order pieces remaining to install (1-piece of vinyl  and 1-piece of railing). The owner sent the field manager out to the customer's (in mention) home to address any issues she *** be having in person, while he was there he was to collect the remaining balance of her signed contracted and finalizing her project. She new her balance was due upon completion. She wanted to purchase her own ceiling fan (as stated in the contract) and M. A. Jackson Co. would then install it, but he reminded the customer that her ceiling was to low and that it wouldn't be up to code to install any fan. Plus, to his knowledge she had not purchased any fan yet. The customer (in mention) paid only a portion of the balance on that day and she held back $2,000 stating her ************* to be addressed and she only pay $14,000 on that day. Our company made several attempts to get back with the customer in question, but she informed the office personal she would not talk to anyone from our company except ***** (one of our installers). We wish to remind the customer she has a two year FREE workmanship warranty, that would go into affect upon completion of her project. She *** loose that part of the warranty by breaching her contract of the final payment due upon completion. It would cover any installation we installed that *** have issues connected with the workmanship installation of her project, along with a limited lifetime warranty on all manufacturing materials if there were to have any defects. On (08/02/22) M. A. Jackson Co.'s two installers went back out to the customer's (in mention) home to install the two back order pieces, resolved her issues of repairs and replace the manufactured defected screens. These items were addressed and completed. There was never a mention on the contract that M. A. Jackson Co. would do any painting or installing a window from Window World, in the customer's (in mention) bedroom. The customer (in mention) was mailed a friendly reminder on (09/12/22) that she stills had an outstanding 55-days past due balance of ($2,000.). She left messages to the office (before or after hours) continuing to insist we needed to install her fan and now repair a screen, but only wanting to see ***** (our installer). On 01/05/23 ***** (our installer) went back out to her home again and repaired her screen. She gave him only $1,000 of the balance when he was finished with the repair and she mentioned the fan still needed to be installed and would hold it back until he returned. Since that date (01/05/23), the company has tried to reach her by email, phone messages and the owner tried stopping by her home to speak with her once more in person, but she didn't answer the door (or wasn't home) and has never responded back to any of our attempts to reach her. The customer in mention has *****'s (the installer) personal cell phone number and was communicating with him in the past, but he is no longer employed by our company. We would have been happy to have settled the final balance with the customer in person or over the phone, but she never returned our company phone calls. On a happy note, it was our pleasure that the customer (in mention) selected ********************** first, for the services of her home improvement project. It would be of the best interest of the customer in mention to have us discount (and we would be glad to do so), the two hours of labor installation that it would have taken our installers to install her (pre-purchased) 1-fan, off the balance of the current contract. No where on the contract does it mention we would be installing any light, only an outlet and switch. It was never mentioned to any of the installers (including *****) on all the occasions they were there to do her repairs, of any damage to a threshold. She also forgot to mention that when our field manager (the skilled window & door man) was installing her French door (correctly I *** add) she asked him to install a window for her that Window World forgot to come back and install for her in the back room and he did it Free of charge for her out of kindness and skilled knowledge of the service. Once again, it was explained to her why the fan could not be installed due to the low ceiling height not meeting up to code. If she did get someone else to install this fan, let it be know, it was not by our company due to the ceiling height was in low to pass code requirements. Our goal is to serve our customers to the BEST OF OUR ABILITY, we have apologized for any inconveniences or delays that were beyond our control, we addressed her repairs along with the manufactured defects and yet we encouraged continuous trust for future projects. Signed, M. A. Jackson

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid over $6800 for a screen room enclosure. Work began in Nov 2021. The first heavy rain we had we noticed we had water pouring into the interior bedroom window through the inside window frame. This was determined to be because of misplacing of a water down spout. M A Jackson came out at least 3 times for repairs before the problem was rectified. We are still not sure what type of interior water damage has occurred in our interior walls. M A Jackson has removed siding where repairs were made and has left that area exposed with the promise to return and replace the siding. It has been at least 1 month since they have last returned contact with us. They are not returning our phone calls. We have paid in full for this project. This work began in November and as of April 5th the job is still incomplete.

  

  Business response

  04/06/2022

  We at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We strive hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. has followed all specifications outlined on the customer's (in mention) contract/proposals dated (10/14/2021). We began the customer's (in mention's) project around mid-November 2021 and the job was then completed on (12/02/2021), the same day the customer paid his final balance which was due upon completion and his final walk-through satisfaction of the project. The customer (in mention) called into the office with a work-order for a repair on 12/20/2021. It was to our knowledge this issue was resolved. The ordering department and work-order department lady are no longer employed with our company, nor is the head-******* over the installation crews. We have since hired a new ******* and a replacement for scheduling all incoming work-order repair cases. When this BBB-complaint case came into the office on (04/05/2022), the owner of M. A. Jackson Co. and the new ******* went directly to the customer (in mention's) home that same day. They immediately addressed and stopped the current leak, the same day. They then placed a special order in, to replace the current gutter in that area, to help resolve any future water leaks on the same day (04/05/2022). The gutter material should be delivered, along with the scheduled installation for the week of (04/11-04/15). we want to remind the customer that they are coved with a full product manufacturing warranty and a 2-year free company warranted installation program, as well. On a happier note, it was our pleasure that the customer (in mention) selected ********************** first, for the services of their home improvement project. Our goal is to serve our customers to the best of our ability, we apologize for any inconveniences or delays that were beyond our control and encourage continuous trust for future projects. Sincerely, M. A. Jackson

• Initial Complaint

  03/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The M. A. Jackson Co. added a sun room to the back of my house on or about 15 November 2021. There was a pre-existing hot tub in the backyard area. Since the room has been installed, water runs into the room every time it rains. Additionally, also when it rains, the electrical circuit that M. A. Jackson Co. installed trips indicating that there is a short circuit in the room. The hot tub has been turned off since October 2021, but when I tried to turn the hot tub on March 5, 2022, both the room addition circuit breaker and the hot tub circuit breakers trip. We have called M. A. Jackson Co. repeatedly about these issues, M. A. Jackson Co. promises from to return calls, but they never do. There are also two screens that were not installed as contracted and we have been waiting on the screens since November 2021 as well. Lastly, it is in my contract with M. A. Jackson Co. to clean, realign, and seal my gutters and install gutter guards. M. A. Jackson Co. installed the gutter guards, but has not cleaned, realigned, or sealed my gutters.

  

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/10) */ We at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We strive hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. followed all specifications outlined on both of the customer's (in mention) contracts/proposals dated (06/08/20-job #1) and (03/16/21-job #2). The first contract in mention (job #1), for the installation of a white insulated gable-style patio cover (14.5x16x14.5), shingle the patio cover(closely matching current home), attach white gutters to the patio cover (automatically aligned & sealed upon installation) & attach to the patio cover bronze down-spouts and below/underneath the patio cover, install a fan (customer supplied). We did not contract to clean customer's (in mention) gutters for his house. That is not a service we do. This contract was completed on (03/11/2021). The second contract in mention (job #2), for the installation of enclosing underneath the same patio cover area, 5-sliding glass-doors (with screens), 3-glass gable windows, 6-electric plug outlets and a GE heat/air unit. This contract in mention was completed on (11/15/2021) all, but the back order for the door screens from the manufacturing facility had many delays and was finally delivered to M. A. Jackson Co. the last week of February, 2022. After arranging with the customer a door screen(s) installation date for(03/09/2022), the door screens were then completely installed. The customer (in question) had mentioned in a phone conversation, they tried turning on their hot tub for the first time this spring season just last weekend (03/05/2022). The hot tub unit was shut down for the winter season back in October of 2021. The customer (in question) mentioned when he turned on the hot tub the new patio enclosure room and the hot tub electricity went off. After the customer (in question) called the hot tub manufacturer and informed them of the tripping off of the electricity, the hot tub manufacturer inform the customer (in question) that each hot tub unit has a safety feature for a trip breaker to shut off the electricity when the water level is to low in the hot tub. The hot tub breaker unit had no connection to our GE-heat/air unit. This completes the finishing installation work of the (2nd) contract dated (03/09/2022). The customer's (in mention) final payment to M. A. Jackson Co. is now due upon completion as stated, in the customer's (in mention) contract/proposal. M. A. Jackson Co. is now waiting on this payment from the customer to complete the transaction process. We want the customer (in mention) to remember they are covered with a full product manufacturing warranty and a 2-year free company warranted installation program, as well. On a happier note, it was our pleasure that the customer (in mention) selected M. A. Jackson Co. first, for the services of their home improvement projects. Our goal is to serve our customers to the best of our ability, we apologize for any inconveniences or delays that were beyond our control and encourage continuous trust for future projects. Sincerely, M. A. Jackson Consumer Response /* (3000, 7, 2022/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) In M. A. Jackson Co response it states "We did not contract to clean customer's (in mention) gutters for his house. That is not a service we do. This contract was completed on (03/11/2021)." This statement is not correct. Part of the gutter job was to install gutter guards (guards provided by customer) which M. A. Jackson Co. did install...why install gutter guards if M. A. Jackson Co. doesn't do this type of work? I would need to get a copy of my contract from M. A. Jackson Co. to prove that the work is in the contract. Therefore, 06/08/20-job #1, is not complete. Regarding The second contract in mention (job #2), the sun room still has water entering the room whenever it rains. M. A. Jackson Co. has not fixed this issue as of 3/13/2022, therefore demand for payment for job is disputed. I currently have the two contracts as discussed above with M. A. Jackson Co. and neither of of the jobs are complete. M. A. Jackson Co. did replace circuit breaker but said that they would return to install circuit breaker with GFI. Screens were delivered as stated. Business Response /* (4000, 10, 2022/03/15) */ In Response to the customer (in mention) rebuttal, it was verbally agreed we would be attaching his gutter-guards he had on hand, that he already had purchased from another company, once the new room enclosure was installed (on 11/15/21). The customer (in mention) gutter debris was blown out of the gutters, wiped down and then the customer's own gutter-guards were attached by our installers. This was not a charge to the customer (in mention) for this extra work and labor, it was merely a kind gestor on the part of our company to assist the customer's need. There for, it was not added to the contract cost. In response to the water leak issue, M. A. Jackson Co. has been out to the customer's home to assess the issue. It was mentioned to the customer (in question) that his own pergola's roof angled toward the new room enclosure, causing more then normal amounts of water to pour down onto the enclosure and the new enclosure's roof-gutter was not designed to handle that much direct flow of extra water weight. As it flows off the pergola onto the enclosure's gutter, it then pours down the side walls of the new enclosure filling the door tracts up and over flowing the water into his room. On our first attempt, we tried caulking the exterior door bottoms to the room enclosure with additional silicone, but since his pea-graveled cement flooring is very ridged, the excess water force allows that extra amount of water to by pass under the door-tracking system. We are trying to address these water issues, but it is his uneven cement and pergola angel causing the problems. We have assured the customer (in mention) of our follow-up repair intentions to this issue. The material for this issue are on order. Hopefully we will then solve the customers (in mention) water problem. As I mentioned in the previous statement, this is part of the customer's two year workmanship guarantee that we offer each customer "after" the day of completion. This water leak (a work order) has no bearing on the customers (in mention) final payment upon completion to M. A. Jackson Co., as stated on the reverse side of the customers (in mention) contract (see attachments). I do hope this explains the contract vs. our 2-year company workmanship warranty as well. We are clearly doing everything we can to solve these issues and win back our customer's trust for future home improvement needs. Our goal is to serve our customers to the best of our ability and we try hard to do everything we can to make things right. Sincerely, M. A. Jackson Consumer Response /* (3000, 13, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) M. A. Jackson Co.states in its 3/15 response "This was not a charge to the customer (in mention) for this extra work and labor, it was merely a kind gester on the part of our company to assist the customer's need." I again dispute this as incorrect because, as stated in the contract provided by M. A. Jackson Co.the gutters were to be "sealed". It makes no sense that a contractor would seal dirty gutters...gutters must be clean in order for sealant to work satisfactorily. All that is being asked of M. A. Jackson Co.t this point is to complete the job by sealing the gutters as stated in the contract...why is this a point of contention? M. A. Jackson Co. already cleaned the gutters and attached gutter guards. One more step and job complete! As for the leaking issue, M. A. Jackson Co. surveyed the area that the sun room was installed upon, and there was no mention at all regarding the porousness of the surface, or that that there would be any drainage problems due to the foundation on which the sun room was built. It is not an unreasonable expectation to expect a room addition not to leak or take on water. Either there is something wrong with the materials used or the room panels were not installed correctly. M. A. Jackson Co. continues to point to the pergola as the problem, however, the water runs into the room from two walls, one of which has no pergola. So, for the wall where there is no pergola, why is water also seeping in from that side? M. A. Jackson Co. explanation does not make since. M. A. Jackson Co. doesn't understand why the water is coming int the room, M. A. Jackson Co. doesn't know how to fix the problem, and now M. A. Jackson Co. wants to throw their hands up, demand payment, and walk away. M. A. Jackson Co. built it, it's not right, and M. A. Jackson Co. should man up and fix their work...that's what treating customers right looks like. Business Response /* (4000, 15, 2022/03/17) */ The customer (in mention) called into the office on (03/16/22) and spoke directly to the owner. The customer was assured we are working to resolve this issue as quickly as we can. Both parties agreed (on 03/16/22) that the water issue needs to be resolved immediately. It was mentioned, once it is dry outside and the weather is permitting for the sealant to be added, we will schedule our installer to return to the customer's (in mention) home to seal their gutters. The customers (in mention) are very understanding and M. A. Jackson Co. will resolve this water issue for them. Sincerely, M. A. Jackson

• Initial Complaint

  02/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Three (3) Season Studio Screen Room On March 30, 2021, I contracted with M.A. Jackson Co. to build a Three (3) Season Studio Screen Room. Per correspondence, I provided the attached documents to my Homeowners Association (HOA) for approval and kept a copy for myself. The approval from the HOA was returned to M.A. Jackson Co., and a down payment was made, however, no work was ever performed at my home and no room built. Unfortunately, the service and communication has been inadequate and after submitting all necessary documentation and a down payment, there is something that was not disclosed clearly with the process and misrepresentation from your company. To resolve the problem, I would appreciate a refund of my down payment and for the outstanding agreement to be dissolved since I have not heard from your office in almost a year. Enclosed are copies of my records concerning this purchase and installation of the Three (3) Season Studio Screen Room.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/15) */ We at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We strive hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. followed all specifications outlined on the customer (in question) contract/proposal dated (03/30/21),(see contract attachment).The contract in mention, was for the installation of a Screen-Room & Screen-Door, with an Insulated Roof Panel and PGT-vinyl windows, but the project had to meet the approval of the Home Owners Association (HOA). On (04/12/21) the HOA informed the customer (in mention), that if she was screening in the structure that was already there, then the HOA would be able to approve it quickly, as long as she was not changing the structure or adding to it. The customer in question, responded back to the HOA gentleman, that he (HOA gentleman) was correct and that she (the customer in question) was only screening the current area and not changing the structure or adding to the building (see attached email dated 4/12/21). The customer (in question), notified M. A. Jackson Co. (MAJ) the next day (04/13/21), with this same email thread of information, stating the HOA had approved her requested project for the approval to construct a screen-room, with PGT windows and no structural changes. There was never an approval for the construction to erect up a new structural 3-Season Vinyl-View room (all PGT-windows), with a new insulated attached roof. This was an incorrect response from the customer (in question) to her HOA. The customer (in question) had an old retractable cover that we (MAJ) would be tearing down and hauling it off from the customer's (in mention) property. Then we (MAJ) would be installing a whole new constructed screen room with PGT-vinyl windows and an insulated roof. We informed the customer there would be a delay in ALL window orders across the country. The customer also claimed to the salesman the day of the sale, that she would like to have it all installed by July of that same year (2021). This was never confirmed in writing upon the contract. The salesman informed the customer (in question) verbally, that we (MAJ) would do our best to get it completed, but we (MAJ) like all companies were facing timeline delays from manufacturing facilities across the whole USA. We are (and were then) at the mercy of manufacturing companies for completed product materials and delivery. Our ordering/installation department phoned the customer (in mention) on Monday (08/23/21), to inform her we would be starting her project in the next two weeks. That her material was confirmed for delivery then. Which meant it was through manufacturing and it was scheduled for delivery. We (MAJ) would have began her project as soon as it arrived here at our office warehouse. The customer (in question), was quite adamant that she didn't want the room any longer and wanted to cancel out of her contract, because the customer wanted it installed in July. The office manager (at MAJ) informed her that she would be in default of her contract and we (MAJ) would then be entitled to hold 25% of her total contracted cash price for liquidated damages and any additional incurred cost (see contract attachment). The customer then asked to speak to the salesman/owner. He (MAJ) went over everything with the customer explaining how every customer has been waiting and we tried everything we could to expedite her product into our office (ASAP). He explained to the customer, the company policy and that it is clearly stated on the back side of her contract those details. The customer still wanted to cancel out the project and told him she didn't care about the deposit money. We (MAJ) then canceled the delivery of (the customer in question) materials and held the contract off to the side, waiting for her response in writing, which is what she explained to him verbally she would do. It has been six months and the customer in question is claiming in an email dated (02/08/22), we (MAJ) have had no correspondence with her since she signed her contract on 03/30/21 (see attachment 2/8/22). This customer was not the only customer across the USA, who has had to wait for materials to complete their project, due to the manufacturing supply and delays. Each customer we have had since the pandemic began, were extremely patient and pleased with the quality M. A. Jackson Co. delivers for their projects. They have claimed they love the results, durability, the manufacturing warranties and the Free 2-year company warranted installation program. On a happier note, it was our pleasure that the customer (in question) selected M. A. Jackson Co. first, for the services of her home improvement project. Our goal is to serve all customers to the best of our ability and we encourage continuous trust for future projects. Sincerely, M. A. Jackson

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over 6 months ago we signed a contract with M A Jackson Company to close in our existing patio. We got a loan which paid MA Jackson $6,700 up front to start construction in September this year. After NO communication from then, I called and was told 2 months ago they claimed materials had not arrived but should be able to start the process shortly. It's now over 6 months since they were paid 50% and nothing has been done! Our money has not been paid back to the lender who paid MA *******. We'd like our money back or the construction completed as promised!

  

  Business response

  01/24/2022

  Business Response /* (1000, 8, 2021/11/30) */ We at M. A. Jackson Co. pride ourselves on maintaining long-term and happy relationships with our customers. We strive hard to meet the BBB's commitment of high standards of trust ethics and integrity. M. A. Jackson Co. followed all specifications outlined on the customer (in question) contract/proposal dated (05/17/21). The contract in mention, is for the installation of a 3-Season Vinyl-View Room under existing back porch with a vinyl-view sliding window wall system and 1-glass entry door (with a keylock system) and custom transom windows above every custom window and door. This entire contract was financed with a home improvement project loan through a financial banking company for a 24 month SAC/Flex loan. This meant the total amount would be split into two equal disbursements. The first disbursement, being transferred from bank to bank, at the "start" of the project for materials and supplies that are needed to order the customer in mentions, custom room enclosure. While the second transfer would not be disbursed until the completion of the contracted project. This loan meant the customer had no money out of their pocket, no interest and no penalties for two full years. Only at that time would their payments begin, unless the loan contract was broken. The location for the customer's project, had a HOA that needed an approval from their committee before we could begin any work on their project (ordering) or before the first loan disbursement was transferred. That HOA approval was not approved until (5/20/21), but our company did not get the approval notice until (5/30/21). The ordering department attempted a targeted timeframe of late September, with an ASAP attached to the order. After many attempts to reach the customer by phone and with no response, finally through email, the customer requested to be notified through email on any up dates or statuses of their project. This meant they were unlikely to be reached by phone. M. A. Jackson Company tried to get the order into a "rushed order" system in late September. The manufacturing company, in Michigan, said they were trying, but they had far many orders from all over the USA also on back log. Which meant we were at their mercy. We tried looking into other manufacturing companies inside the USA, but they to were running far behind normal timeframes. When we get confirmations or phone calls from the manufacturing companies, we inform our customers right away, but we don't want to misinform them until we hear directly from the manufacturing facility. With the delays and back orders the entire country has been facing since the start of COVID, it has put nearly all timeframes into a whole new processing for delivery and installation deadlines, but every customer we have had during this entire pandemic have been extremely pleased with the quality and results that M. A. Jackson Co. delivers. They love the way the product looks, the durability, the manufacturing warranties and the Free 2-year company warranted installation program. On a happier note, it was our pleasure that the customer (in question) selected our company's services for their room enclosure and will hopefully have many years of enjoyment with it, once it is completed. Our goal is to serve all customers to the best of our ability and encourage continuous trust for future projects. Sincerely, M. A. Jackson

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