ComplaintsforJacobsen Homes

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am attempting to come to a reasonable solution regarding the incorrect installation of a shower in the master bathroom and my jacobsen on-frame mod. The setup is currently underway on my property, and the shower does not conform to what I was promised or what I have signed for back in june of 2023. It also does not match the specifications provided by the engineer's print. ** had agreed to purchase a 48 x 34 shower enclosure. which is precisely what is highlighted in the final pick list we have signed. That this shower was without seats was confirmed by a jacobsen rep. ** requested this shower because is did not have seat for medical reasons, and it was confirmed not to have seats. However, it has been misrepresented that there are no seats within the 48 x 34 shower. The engineer's print indicates no seats in the shower. However, the 48x34 shower stall that was installed in the house possesses seats at both ends. This is not what I agreed to or paid for. Currently, jacobsen is suggesting a payment of $4000 to have the issue rectified via a tile upgrade by *****. It should not be necessary for me to pay someone else's lack of communication. The situation needs to be corrected immediately! I am prepared to pay the cost of the shower upgrade, but I feel like I should be reimbursed for the price and removal of the old shower. If it were communicated that there was a product change by jacobsen after signing and payment, then I would have upgraded, avoiding the additional expense and time of the shower removal. However, as of now, I'm being informed that I must pay for both the removal of the old shower and the installation of the new shower.

  Business response

  03/01/2024

  Jacobsen homes provided a 48" fiberglass shower per the order and print.  Our current 48" shower has a niche on both sides for the 2024 model year.  We have a disclaimer stating: Brand names and specs of materials are subject to change any time without notice.  We are currently dealing with material issue across the board on the supply chain.  We did convey this to the customer.

   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home was never finished. Missing interior trim, exterior trim, floor is damaged, water leak in masterbed shower, toilet doesn't work in master bedroom. Home got its c/o on 4/3/23 is still under its 1 year move in warranty but refuses to fix anything.

  Business response

  06/22/2023

  please contact us at:

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

  We tried to contact your email but have not heard back.  We have other way to look your home up in our system.  Your name is not in our data base.

   

  Customer response

  06/22/2023

  Serial number is ******. Home was left a wreck. Trash inside and outside. Doors were never put back on. Rips in floor from setup with your crews initials next to them in permanent marker. Light switches behind walls and plastered over. Was only able to find them since your crew left the blueprints. Electrical outlets hanging out from walls. Holes in walls. No window trim what so ever. Kitchen bead board trim never finished. Bathroom tile never completed. Masterbath toilet rim jets do not work. Vent fan hanging since the latch is broken. Cabinets crooked. Outside trim not completed leaving an exposed section. No master bath screen on window. Rotted trim around doors. Dishwasher had not outlet. Under bath sinks and behind dishwasher is just bare drywall no plaster. Only one window sill put in. Can light not flushed. Second bath room bath faucet was sticking out the wall 2 inches. Leak in the master bathroom was a bad pex crimp. I had to do a lot of work myself so we could move in. ***** custom homes was the retailer who stated you would not fix anything. I wasn't even told where the 30 day sheet or keys for the home was. The condition you left the home in was just ridiculous *** criminal. I have photos documenting everything wrong. Quite an extensive list. According to ***** custom homes they stopped all work on the house at one point and no one ever returned to finish the house. You can easily reach me **********. I'm usually at work busy. 
  Complaint: 20206426
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business response

  09/14/2023

  We have tried to contact the customer.  The mailbox is full so we cannot leave a message to return our call.

  Customer response

  09/23/2023

   
  Complaint: 20206426
  
  I am rejecting this response because:Mailbox is not full. Haven't had a chance to return call. Also you caused more damage to my home than you actually repaired. Tore the walls up replacing trim since they didn't cut chaulking first with a razor knife which should be common sense. Took a chunk out of the front door jamb. Also now I have 3 different base boards in my kitchen. The drawers that were brought weren't even the correct drawers they were for a different model. Now I have to do the repairs myself so it actually looks good. More money out my pocket to fix what should have been done and fix the damage caused. I wasn't home at the time of repairs because I can't time off work without a 2 week advance notice. You didn't even have the correct name on the paper work, you had ********************  
  
  Sincerely,
  
  *******************************

  Business response

  10/17/2023

  Our office left another message on the telephone number provided.  We did email the paperwork to his address to complete for service.  We have not received anything back as of today.  We are willing and able to get this work done when we receive a list from the customer.  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new manufactured home from Jacobsen Homes back in November 2022. I was given a form to fill out about repairs that needed to be addressed at three months. I gave the list to my community manager and she has contacted Jacobsen numerous times about the repairs that need to remedied. No response or repairs have been made. I have not filed the six month repair list because there on sense in it. Jacobsen does not follow through on customer service after the sale. Very poor follow ****

  Business response

  04/25/2023

  We have called the customer and scheduled for the end of the week.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a home from Jacobsen ********** and closed Nov. 2021. Once we got into the house we started our 30 and 90 day lists. One of the items on our 90 day list was that our Master shower, which we paid an additional $3000 for, would not drain. The drain is raised too high up. Problem was never formally addressed but tech said he would have to rip out shower and basically start over so it was pushed aside. Come August I called the service **** and requested bathroom to be fixed. For the amount of money spent and the frustration trying to get the water out after showering Id had enough and I want it fixed. Never heard back from anyone on Jacobsens behalf we figured maybe they were working on getting a crew. Well month after month we have called, expressed importance of getting this repaired, they get your phone numbers and NOTHING. No call no follow up from ANYONE. At this point 8 months later we are beyond fed up. There is NO excuse at this time. Not sure why the failure to correct issues but would appreciate some sort of follow up from Jacobsen.

  Business response

  04/19/2023

  We will call ************** to set-up a time to fix the shower.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The designer of my Jacobsen home should have put hard flooring, not carpet in the hallway. Jacobsen gave me the names and numbers of the flooring to match other areas in the home. What they failed to tell me until after I had "spun my wheels" for months was that it cannot be purchased anywhere! It is an exclusive Jacobsen design and they cannot sell retail. I offered to pay related shipping costs - no reply. Anything other than an exact match would look terrible with the "open" floor plan. When the hall carpet wears out, It will be necessary to replace all of the hard flooring or all of the carpet.Recently, I had damage to 2 kitchen cabinet doors. Again, they gave me the name of the company from which they purchase the doors. The company told me that the design is a Jacobsen exclusive which they cannot sell to anyone else. And, again, Jacobsen has refused to be of assistance. Now, it will be necessary to purchase eighteen cabinet doors.It would be interesting to know how many other items in the home are impossible to replace individually - light fixtures, doors, windows, shingles, moldings?

  Business response

  03/28/2023

  This home was purchased as a model set-up in a community.  The house was built to the specs the park picked when ordering the home.  So, changing what was ordered originally in the home is not a warranty issue.  We will give you two cabinet doors if you will reach out to the service department and give ** the sizes.  We do have these doors in stock.

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: Jacobsen did not offer to make flooring for the hallway available to me.
  
  Sincerely,
  
  *******************

  Customer response

  04/13/2023

  Customer response taken verbally by ********************:

  When I called the business to follow up with their response the representative I talked to said that I would no longer be getting the cabinet doors.

  Business response

  05/25/2023

  This home was purchased as a model set-up in a community.  She did not order the house ... she purchased a home that was set-up and ordered by the community.  We don't make changes to a home that was built per the community's paperwork.  Not a warranty item.

  Business response

  05/25/2023

  This home was purchased as a model set-up in a community.  She did not order the house ... she purchased a home that was set-up and ordered by the community.  We don't make changes to a home that was built per the community's paperwork.  Not a warranty item.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WINDOWS The window company ***** ********* of ************** said our windows are under warranty and have contacted via email, Jacobsen Homes but have not received a response. We have directly contacted these companies, since Jacobsen Homes has no interest to correct the warranted problems. ***** windows (***) insulating glass units, spacer bar, and desiccant are deteriorating and are no longer performing as designed. All the ***** windows installed on our home have this failure and compromise the security of the home's envelope. I do have several internal emails from ***** Windows that they are aware of this problem. My question is a public traded company why they dont correct the problem, so not to jeopardize the consumers safety and burden the insurance companies. The windows are no longer energy efficient as designed and advertised nor meet their certified *********************** reports and ******* Building Codes. ***** Windows are AAMA certified with labels attached to the windows.VINYL SIDING The Ply Gem vinyl has been installed incorrectly and with two different production lots (run numbers). This causes color variation in the product. The vinyl siding is buckling on our house, is faded with chalking. Again, this product will not meet the certified test filed with *******.Talking directly with Ply Gem Vinyl via email correspondence with ****************, she verbally and in writing says Ply Gem is not responsible nor concerned how the siding is installed they do have a published installation guide. The installation of the vinyl siding will not meet the 130-mile wind zone it is certified too. As for the fading she said contact Jacobsen Homes, we have.Shower Floor Shower floor is soft to the step and feels like a sponge. Had it inspected by a contractor and claims the floor will give out and need to be re-installed. Jacobsen sent out their person, who also noted the flex in the floor and said that Jacobsen does not have a fix for it. Jacobsen claims that this is normal. Our concern being with this Constant flexing it will cause cracking around the drain and floor to collapse.Back Door Jacobsen replaced our back door at the time insulating window and was much better quality than the door they used to replace it with. The new door is like a shed door, Jacobsen claims that is the door the use now. However, it's not the door that was on the house when we purchased and paid for. The original door was embossed design Checking with several of their dealers and reviewing the new models the door still available. In closing My emails, phone messages to **************** at Jacobsen Homes have been none responsive to correct the situation and claims they are going to do nothing.

  Business response

  03/20/2023

  We have had the **************** inspect the home.  We corrected the issues that were sited.  We have also had a couple of suppliers inspect the house and found no issues that required warranty work.

  Customer response

  03/24/2023

   
  Complaint: 19591111
  
  I am rejecting this response because:

  The State did inspect the house and found it needed additional supports added to the foundation. the state doesn't deal with exterior windows and vinyl siding. No one from the window company nor vinyl siding company has done an inspection. we have reached out to the window and siding companies and have been advised to work with Jacobsen home for any warranty issues. Attached is an internal memo from the window company, that I copied Jacobsen Home, and we never had a response. I also have an email from the Jacobsen dealer that states the siding is faded. the memo from ************* who owns Kinro Windows is aware of a problem and their memo states it needs to be investigated, that has never happened. the window *** is not to ASTM standards. This could be a major problem for ******* it jeopardizes the integrity of the window and would not meet the wind bore requirements, it is tested too.

  The rear door replaced from Jacobsen is not of the same quality as the original door. the original door still being installed on the new models we purchased and have verification. 
  
  Sincerely,
  
  ***********************

  Business response

  03/30/2023

  According the **************** the vinyl siding was installed correctly.  The **************** sent a window specialist to review your complaint and found nothing wrong with the windows.  The vinyl siding and windows carry their own warranty so we do not do their warranty work or their inspections.  

  Customer response

  04/02/2023

   
  Complaint: 19591111
  
  I am rejecting this response because:

  Responding to email dated March 20th: Business states: they have had a couple suppliers inspect our home and found no issues. We are unaware of any suppliers;Please provide ** with names, dates of visit and credentials/ qualifications of these individuals who inspected our residences.  
  Responding to email dated March 30th: Business ******, The **************** sent out a window specialist to review our complaint and found nothing wrong Please furnish ** with the name, date of visit credentials/qualifications of this specialist. Please see attached email from Ms. ************************** Field Supervisor for the ****************, according to her the **************** do not have authority over window and vinyl siding.
  Also, on our main complaint letter we mentioned the replacement of our back door. This was a warranty issue. The door that came with our unit and we paid for was an insulated door with an insulated glass window. The door matched all the rest of the doors in the house. The replacement is an aluminum skinned door with a single Pane uninsulated glass window. We want our door replaced with the same door we purchased with the unit.
  Also we still have an issue with the shower floor as stated in this original complaint.
  
  Sincerely,
  
  ***********************

  Business response

  05/10/2023

  Business response taken verbally by BBB:

  This complainant is already in contact with the window manufacturer and with the suppliers and **************** ******************* ******* closed out their complaint as there was no defects found with the windows. The manufacturer did the same. As the complainant is already in contact with everyone involved with this project we don't feel it necessary to provide that information publicly.

  Customer response

  05/22/2023

   
  Complaint: 19591111
  
  I am rejecting this response because:

  Our response to Jacobsen, 
  We first contacted Jacobsen about the Windows & Siding.   Once we realized that Jacobsen where of no help, we called the Window & Siding manufacturers.  The window & Siding manufacturer told ** to contact Jacobsen. They said that Jacobsen need to make the call and they would send some out. The **************** came out for several other reason one being we had a window that didn't open. On future examination it was found to have a nail through the frame keep it from opening.  Jacobsen did send out their handyman to replace it. State also found issue with our underpinning, a leak in the outside water bib, these things were not Jacobsen issues. However, they also went over our 90day list with the Jacobsen representative. At this time they did look at both the Windows and Siding. The State did say that Window & Siding these are area that they don't deal with please see attached email from Ms. ************** When we purchased our home in 2021 it was a lot model built in 2019 where told our home carried the same full warranty as any other new home. However, we feel Jacobsen has decided what they want to fix and what they want to ignore. All we ever asked was to have the Windows and Siding inspected by representatives from the manufacturers.  So, we can't understand why Jacobsen has fail to honor our request.  Now our home is another year older, and we are still waiting.
   Before our warranty ran out a second request was made to replace the back door. The door was delaminating.  Jacobsen kept ** at bay (several months) until our warranty ran out then sent the Handyman out to replace the door.
  We had a premiere door that's interior and exterior matched all doors in the house the door also had a insulated window. Now we have a cheap aluminum door with a single ***** glass window. We are asking Jacobsen to replace the door with the premiere door that was on our house at time of purchase. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on the house on June 6th 2022, We have had a lot of trouble with the wiring they worked on it for a couple of weeks. The other day my husband had to go under the house to look for something and he saw that wiring was just hanging down along with the insulation. They cut open the water barrier to fix the wiring and just left everything just wide open didn't put the wires in boxes or even close up the water barrier. We live right on the Harbor and if get get any kind of high water all that is going to get wet. Not to mention rats can climb right up there and get in the house.

  Business response

  03/24/2023

  Please contact your sales office ... we do not do the wire connections under the home at the factory.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home purchased from Jacobsen. Installation is incomplete despite multiple requests for remediation. The outside of the house is not properly sealed, the doors are not sealed properly (you can see light all the way around the doors), the microwave prep was not installed and wired properly (this has been partially resolved, but cabinetry and wiring are still incomplete), the flooring is damaged, and there's a section of the siding that is buckling. These issues were reported in or about September 2022 and I have received no resolution or response. Pictures of all of the issues have been submitted multiple times.This is not a total list of issues, but the most egregious ones. Resolution of these specific issues does not represent the totality of the work that is needed to be performed to make the house acceptable.

  Business response

  02/16/2023

  The materials have been ordered to complete the work-order.  Once we receive the material we will schedule with homeowner.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a new Jacobsen manufactured home. The occupancy certificate was issued approx. 6/15/22 We (my ********* took possession of the Home on 11/3/22. We were given inspection forms to turn in after 30 days of occupancy, which we did on 12/5/22. We were told that once that was turned in, we could expect ******** homes to correct their errors within two to three weeks. Today, as of the writing of this letter, it has been two days shy of two mounts. There are many construction defects that need to be corrected of which there are 30 reported to them. The most important defect most concerning to us is how the bathroom lights and the laundry room lights dim to half when the furnace heat is on (not nice when you're taking a shower), but more concerned about the safety of the electrical system and the risk it could impose to me and my family. We were told this is normal. THIS IS NOT NORMAL. All of the defects were supposed to be corrected in Two to Three weeks! We are asking for your help with this situation.

  Business response

  02/01/2023

  We do have your list and should have a tech to home next week.

  Customer response

  02/11/2023

   
  Complaint: 18943223
  
  I am rejecting the prior complaint response llisted above because:  Just a couple of pictures (which are attached) of 32 that we have where they are to correct these deficiencies according to their contract.  The electrical deficiency has us most concerned.  Just asking for what we paid for according to their contract with us.  Thank you for your time and help in this matter. It is greatly appreciated.
  

  Sincerely,
  ****************** & **************************************

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closed on this house 12/2022. The interior craftmanship is garbage, None of the cabinet drawers open fully or close without serious effort. Ball bearings in the cabinet drawer are falling out on the floor. Jacobsen tried to fix these, but with no avail. We have to replace all of the cabinets in the island and Master Bath. We want to be reimbursed $5000 for this. The cabinets in Master bath not plumb. Water spills on top and it rolls back toward wall. Cabinets out 1". The wall in Master bath is out of plumb by at least one inch. The shower door leaks. No way to fix this without replumbing the wall or putting in custom shower door. We are replacing the Master Bath vanity and island cabinets ourselves. We want the shower wall / Shower door to fit properly. That fiberglass shower is under stress by nailing it to the crooked wall... There is no quality control and the workers at Jacobsen don't give a c*** about their work.

  Business response

  01/26/2023

  We received our first communication about this home on 1/25/23 from the customer/dealer.  We will reach out to the home-owner to address the issues.

  Customer response

  01/27/2023

   
  Complaint: 18894635
  
  I am rejecting this response because: The response is too generalized, Yes ******* has reached out to us but the work has yet to be completed. ******* has said someone will be out in a few weeks. Just because Jacobsen reached out to us, does not mean this is resolved yet. 
  
  Sincerely,
  
  ***************************

  Business response

  02/01/2023

  We have received the paper-work and the work will be scheduled in the next couple of weeks. 

  Customer response

  02/02/2023

   
  Complaint: 18894635
  
  I am rejecting this response because: Yes ******* indicated that the Tech will call next Thursday or Friday. Lets see. He didn't call yet and the wall is still jacked up so I can't sign off on this until the wall is straight.  
  
  Sincerely,
  
  ***************************

*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. ↩