ComplaintsforJS Homes

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my newly constructed home from JS Home on 4/30/23; I have encountered numerous problems since purchasing my home. I have been working with JS Home to solve the issues as problems were presented. My Garage door was not secured/bolted down properly. The hinge on the right corner door came out of the bracket unknowingly. I came home from work one evening and opened my garage door because the door was not securely attached to the track; the door opener broke apart while I was trying to open the door and shattered the glass on the left side of the same door. I immediately contacted JS Home, who had subcontracted Accurate Insulation to install my garage doors. JS Home used a subpar contractor, who came out and stated that my garage door opener caused the damage and refused to acknowledge their substandard work. Because I hired a contractor to install the garage door opener, JS Home refused to repair my garage door. I sent pictures showing the right hinge broken without damage because it was not attached when the door was opened and the damage to the left side of the same door, which was still attached when I opened it. I hired a professional garage door installation company, and they reported that the causation was due to the right hinges being off track. JS Home refused to repair my garage door, and I had to pay for my garage door to be replaced. This is not the first time this has happened; a homeowner filed another complaint against JS Home for a similar problem. However, the homeowner noticed the hinge was broken on the same right side and did not open the garage door because it was unsafe. I wouldn't have opened the garage door if I had known beforehand that the hinge was broken.

  

  Business response

  01/05/2024

  On Nov. 16, 2023, the customer service department directed our garage door company to inspect the broken garage door that the homeowner reported. The homeowner settled on this home on April 20th, 2023.  No report of a garage door problem was presented to JS Homes prior to November of 2023. The findings  were that the door which had become compromised was caused by a garage door opener installed by a 3rd party, hired by the homeowner. On Nov. 17, 2023, these findings of the compromised door were relayed to the homeowner. Further detail relayed to the homeowner explained that JS Homes cannot be held responsible for damages incurred by work completed by other contractors or work completed by the homeowner after the effective date of the warranty of the home. This policy is further explained in the homeowners warranty manual. This documentation is provided to each customer at the time of settlement of the dwelling. All warranty obligations specified in this manual are the standard to which JS Homes operates regarding all warranty related claims.     

  Customer response

  01/12/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. I as stated in my original complaint, JS Home, did not take ownership of the problem and reverted back the to me hiring a 3rd party contractor. The damage to my garage was not initially cause by the garage door opener, as clearly shown in the pictures provided, you can see where the right corner of the garage door is clearly broken of the track without any damage to the glass on that area, because that side was never attached when the garage door was opened. However, if you take a look on the left side of the garage door you can see where that track was still attached and the force from the garage door opener pulling the door open caused the damage to that area. I do not expect anything from this builder. BBB can see that the was another homeowner with similar complaint about their garage door. I had several problems from the day of my closing to till now! I want BBB to be aware of the type of business JS Home is, and how they are inconveniencing their customers. I have written a Google review about them and will write another review on BBB about this company. I want others to be aware of this business, apart from their model floor plans, which was the reason why went with them in the first place, JS  Home is a horrible builder, using substandard contractors, and charging thousands of dollars for homes. My garage doors are scheduled to be replaced with more energy-efficient doors, as compared to the cardboard box that JS Home provided. **For the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 21088280    

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2023, after having resided in a 60 home community my roof began having serious leaking issues. I have had 2 independent contractors to assess the damage as well as filing a claim with my home owners insurance - at the request of JS Homes. It was determined that not only was there poor workmanship/installation to the shingles on my roof but also the materials was of poor quality prior to being placed there. I have gone back and forth with JS Home and their only resolve was to "repair compromised areas...not agree to replace the roof in its entirety..." Being mindful that the entire roof has been deemed unfit and that damages (both interior and exterior) will continue over time. This is a very poor representation of a company that I once thought highly of. I am thoroughly disappointed in the lack of integrity of JS Homes and will follow legal channels to have this remedied.

  

  Business response

  09/21/2023

  JS Homes was notified of missing shingles earlier this year, post the warranty period on the home. We offered multiple times to repair the affected areas to her 3 year old roof system, as a courtesy.  However, the homeowner wanted the whole roof replaced. The last message sent to the homeowner was 07/31/2023 offering, again, to repair the areas of the roof that had missing/torn shingles, and caulking any exposed nail heads that were present. We have had no response from her since that email went out that day. 

  Customer response

  09/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The offer to only "patch/repair" areas is quite sad and unacceptable. Full pieces of my roof have come off clearly displaying the poor craftsmanship especially after only 3 years of occupancy.  Moreover, to provide a 1 year warranty for a roof on a home that should easily last 30+ years is criminal!!. Further, the private homeowners inspection I had done was provided to JS Homes and I was further told that all appropriate repairs had been performed- yet that does NOT appear to have happened. Again these deceitful business practices deserve full litigation.  Regards, Complaint ID: 20591881    

  

  Business response

  10/06/2023

  We're sorry you are unhappy with the response.   We've met the obligations of our contract and the warranty provided on your home.  We agreed to replace the shingles that blew off due to high winds, after the warranty period, as a courtesy.   To replace a whole roof due to blown off shingles is not reasonable or practicle. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  JS Home rushed to close on our new home on October 13th, 2022, when the home was not ready for occupancy. We have not maintained occupancy of the residence, due to several maintenance and defects issues at the home by the builder’s rush to finish, and the lack of efficient work. 3 weeks as of today that we advised JS Homes about the problems but yet not fixed. On the day of closing and final walkthrough, we brought a privately licensed home inspector, but JS Homes refused to allow the contractor to participate in the walkthrough due to internal reasons, so we closed. A day after closing, our inspector found twenty-four (24) maintenance issues, and nineteen (19) defects at the home. Two significant electrical safety issues were identified that needed urgent attention. Additionally, none of the final walkthrough items we identified have been addressed. We immediately forwarded the inspection report to the builder advising of the findings and pointing out the 2 electrical issues that needed urgent attention. There are cabinets without handles, pieces falling apart, rough stairway finishes, hardwood floors not superbly finished, unprofessional paint jobs everywhere, garage doors will not secure properly, broken 2by4 wood on basement top, and some doors will not close properly. This morning, November 4, 2022, JS Homes sent out a technician to the home to repair the oven that trips the circuit breaker when turned on. The technician discovered that the oven was wrongly connected to a GFI breaker in the basement that was causing the problem. He replaced and fixed it this morning. Three weeks to fix 1 out of 43 plus items. We were told if we don't close on October 13, 2022, we shall be billed $500 daily including weekends. So, we closed on a house not ready for occupancy. Three weeks and counting, we are not in the home, how sad!!!! We demand immediate attention to resolve all these problems so we can maintain occupancy for a safe and efficient home we purchased.

  

  Business response

  11/07/2022

  JS Homes would like to add that this home located at *** ***** ****** *** ** Mount Friendship, was inspected and approved by state plumbing, electrical and Kent County Inspectors and a Certificate of Occupancy was issued.
  
  JS Homes was not aware that the homeowners were having a home inspection. During their meeting with Sales, they were made aware and agreed to JS Homes home inspector policy requiring a form to be filled out and sent back to JS Homes ten days prior to the inspections date. JS Homes did not receive said documentation and the inspection date was set for 10/11/2022 when the home inspector came unannounced.
  
  As stated in the home inspection report, neither maintenance nor defect items were labeled hazardous, and the two items that the homeowner specifically asked to be addressed to take occupancy were the air conditioning that was blowing hot air and the kitchen oven that tripped a circuit breaker. Those items were sent to the appropriate contractors, and they arranged repair with the homeowner directly. JS Homes had also submitted additional work orders to six contractors containing items on the home inspection to be addressed. ****** **** was made aware of said workorders. JS Homes also has an inspection report of items addressed during their pre-settlement orientation but has not yet gained signature from the homeowner for they have not taken occupancy to personally o over the reports.  
  
  Additionally, we would like to apologize if you felt the emails from Customer Service seemed rude. Initially ****** **** was conversing with ***** in Sales and Customer Service was not included on the email, including the email containing the home inspection report. Upon receiving the report from another department, we then reached out to ask customer service to be the point of contact to ensure their concerns would be addressed. It is our goal to build and deliver not only a quality home but superior customer service. 
  
  Please see the attached:
  JS Homes Inspection Application
  Pre-Settlement Orientation List with checked off repairs
  Emails between Customer Service and ****** ****
  

  Respectfully,
  
  Warranty Coordinator  
  
  www.jshomesde.com
  1919 Red Lion Road, Bear DE 19701

  
  

  Customer response

  11/16/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 18359338

   

   

   

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase my new constructed home in November 2021, shortly after i notice that my garage door was not secured/bolted down to any structure, and the hinge on the right door was coming out of its bracket. I immediately informed our developer JS Home who had sub-contracted Accurate Insulation to install our garage. JS Home hired a subpar company to install the garage door which could and still can cause serious bodily, structural and financial harm - the door was installed months before we closed on our property, they had there workers and contractor using that garage door to enter in and out of the property at any point that whole garage door could have collapsed. My husband and I have reached out several times since moving in, **** there contractor have even taken pictures but still our door is not fixed, and we are unable to use that door out of safety concerns for our family. Just asking for the door to be repaired.

  

  Business response

  06/02/2022

  Dear ******* *******
  
  We are sorry for the delay and your frustration regarding your garage door components. The service call was completed earlier this year when the garage door company came out to do the inspection. Their determination was that the component was damaged post-settlement. Although this was not a warrantable item, we continued to reach out to the garage door company. They have agreed to make the necessary repairs to remedy the situation. We want you to feel at ease so you will be able to enjoy every aspect of your new home. Unfortunately, due to the timing of the materials and labor shortages, this is taking longer to get resolved than we had hoped.
  
  
  

  Customer response

  06/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 17296177
  

   

   

   

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a home from JS Homes. I’ve have repeated leaks, damage to my walls, damage to my bathroom, & they still refuse to do a full replacement for the kitchen sink loose tub & shower.They just sealing various areas to no avail. My shower has uneven doors and the shower floor was built to allow water to collect, which contributed to my ceiling being ruined in the kitchen. My fireplace was installed uneven. The way that they put the pipes for the septic system in the backyard prevents me from putting a patio or deck on my property without potential ruin if something goes wrong with the septic. The mailbox area is unsafe. There is no place for people to check their mail. No place to walk or park. People have already been injured. My bedroom wall above the door is warped. There are loose siding on the higher parts of my house. One contractor came to plaster the damaged walls from the leaks and refused to do the rest. He said they had to fix the leak outside before he could fix inside.

  

  Business response

  09/30/2021

  Following the service inspection appointment on August 11, 2021, JS Homes is working diligently to complete open warrantable service items.  We are sorry to hear of the dissatisfaction of the mailbox placement, however that is not considered a warranty service issue.  The shower door and sink were fixed in March 2021. There was never any mention or notes regarding the fireplace. All pending open service items are in the process of being scheduled and corrected. Mrs. ******* signed off on the septic layout when she bought the house. This home was a quick delivery home, purchased after it was completely built. 

  Customer response

  10/02/2021

  The fireplace was mentioned during the walk through and before. My sink is still leaking. The shower and tub is not fixed. The tub is still moving as we get in. If we have to seek legal intervention then so be it. The house is falling apart. My ceiling is still not repaired.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 15916351

   

   

   

  

  Business response

  10/22/2021

  We are sorry that you feel JS Homes isn’t responding quickly enough. We would ask for patience during these times. Everyone is aware of the shortages in the workforce, as well as product shortages. While this is not an excuse, we want you to understand this does affect getting everything serviced in a timely manner. We have made all service requests for warrantable items, work orders were generated and are in the hands of the trades if they have not been completed already. We have documentation that the shower door and sink were fixed in March 2021, signed by the homeowners. Please see attached. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩