ComplaintsforJacobsen Homes

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I signed for this home about 2 years ago. It took 18 months from signing to move in. When we moved in we submitted the 30 day punch out form with a list of over 100 things that were wrong with the home- including missing trim on cabinets, inadequate space for the dishwasher to fit in the area where it should, un-level floors, holes in caulking, unsealed windows, cracks in drywall, separation in crown moulding, paint/drywall issues, broken door locks, leaning stairs, etc. We were told "*****" will come fix all of these items. He showed up after several days of no show/no call, after we were told he'd be there and he was not. He partially fixed a small handful of items and stated he needed more supplies and would be back another day. A few more Months of waiting and no call/no shows and we noticed 2 roof leaks after normal rain showers. Finally ***** arrived, cut a large hole in the drywall, 'fixed' the leak, and screwed the two pieces of drywall he cut out back into the wall; and stated he'd be back another day with a sheet of drywall to replace the whole piece he cut and manage the growing mold problem from the leak. 2 months later and he has not been back. Our water heater has now stopped working, and when we contacted the manufacturer, we were told it was not their problem and to contact the maker of the water heater. We did and then were informed the water heater warranty (2 years) expired on November 2022. Our house was completed and ready for move in in July 2022. We've only lived in our brand new home for 6 months. The water they installed was already a year and a half old before we even had out home. When we have contacted the company today about the punch out lists, drywall hole, and water heater, they claimed to have never received our punch out list. I have email verification that shows it was sent in its entirety on 10/3/2022. I have resent the email showing it was sent on Oct 3rd, with the documents, and want all of this made right.

  Business response

  01/17/2023

  The service department received your 90 day notice and send this to ***** for scheduling.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closed on the home in Nov. 2021, did not receive home until June of 2022, was guaranteed completion within 4-6 weeks of delivery to the property. It is now October, and there are numerous issues with the construction of the home, and missing items. Placed a service request and I am now being told this will be an additional 4-6 weeks for a technician to contact us for follow up. Unacceptable as we are paying mortgage for a home we cannot live in. There are missing base boards, a broken sliding glass door, crooked cabinets, peeling cabinets, countertops are installed incorrectly, damage to closets and cabinets. The list goes on and on.

  Business response

  10/20/2022

  We have received a list of material needed to complete the home.  We will call the customer to schedule the work for later next week. 

  Customer response

  10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, if they follow through. We have been promised this before and need resolution ASAP. If we do not hear from them by Friday 10/21/22 we will submit another complaint 
  
  Sincerely,
  
  ******** `****

• Initial Complaint

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My metal roof is leaking for the second time. I discovered it a few weeks ago. I purchased the manufacture home from Jacobsen Homes in June of 2014. It is a nice manufacture home, lousy toilets though, I called out two roofers who told me to take off the metal roof is a tremors job. When I bought my metal roof I was told no problems with it. Well that isn't true. The flashing was not put proper around the vents when it was place on the unit. It is all on one side of the home that it is leaking. I called a roof inspector who told me to get them to make it right is next to impossible. Too much aggravation for me. I am a brain tumor survivor so I think about stuff like that. I do not need anymore aggravation in my life. Thank You-looking forward to your advice on whether I should pursue this with them. They state on their web site the roofs have a a 10 year limited .

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/22) */ The home was produced in 2014. The homeowner has to perform yearly inspections to maintain the roof as stated in homeowner's manual. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never given a home owners manual for mainteance of the roof. My udnerstanding it that it lasts for a long time. I have a manual for the appliances-etc, But nothing for the roof. In fact when they were out her almost 4 years ago-no one ever sent me any follow up on what they did or what I had to do. In investagating this myself I found the seal by the boot pipe was broken and had it replaced this week. I feel they shoudl ahve replaced it 4 years aog. I didn't even know that they did-for no on told me. I needed something tin writing from them. I did not receive anything in writing from them for follow up on furhter maintance. What is a 10 year warranty supposed to cover? It is only 8 years. Business Response /* (4000, 9, 2022/08/03) */ Homeowner maintenance is required on a home. It is not a warranty claim. Consumer Response /* (4200, 11, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no mention of this in the document I have concerning your HALO warranty. This needs to be communicated to your customers. I will have the roof inspected every year from now on like the AC.I would like a copy of the home owners manual on the metal roofs you say exists. My address is XXXXX ******** ****** There was no communication between you and me when you allegedly repaired the roof the first time. It is under a 10 year limit warranty. When it started leaking again, you have an obligation to check it out. The service rep told me there was none. She couldn't even take the time to tell me who the manufacturer was nor any other follow up. This speaks volumes to me of your company's business practices with past customers. Th3 seal needed to be replaced around the boot. This should have been done 4 years ago. The type of caulking used was not roof caulking as I am told by several roofers. There was no follow up by your company on the roof. How am I supposed to have it checked every year if I am not educated. Again, I would like a copy of this manual. Consumer Response /* (3000, 13, 2022/08/04) */ ***Document Attached*** I was given no order's manual as part of my HALO warranty. I was given no instructions nor recommedcation when It leaked the first time verbally nor in writing. The roof has a 10 year limited warranty. The seal underneath the boot is not doing its job according to the roofer I had fix it hopefully. Since I cannot go up on the roof myself and the only way to find out to me if it is doing its job it a leak. Teh damage to my bathroom and wall next to the light still needs to be fixed.- I am depended on other's word. The seal was not fixed properly to begin with when it leaked the first time. The caulked used was not high quality roofer's caulk which can last longer. When the metal heats up is has more flexibility. I was not informed of the maintenance needed. The manufacturing company did not come out to inspect the situation when notified nor express any desire to do so. This is not right. Your company needs better quality control. There was poor workmanship concerning the roof seals as well as poor material used, a lack of communication to the buyer on the maintenance. This demonstrates to me a clack of professionalism by your company. I will no longer recommend your company due to this incident and will warn others of the situation as well.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved into our Jacobsen home in October of 21. It took them 2.5 years to complete our total build. We had to beg them to come and finish the work and go as far as to threaten lawyer involvement. Our master bathroom mirror was falling off the wall within a month and the bathroom tiles were not completed. They came out after we pushed the lawyer ... Fast forward 7 months later the floors are lifted, the tiles are falling off in BOTH OF OUR BATHROOMS, the master bath tub leaks, the molding is essentially garbage and pulling apart. I paid for the upgraded island and the outlets are nearly unusable. That isnt even the biggest issue we found out recently that the inspections never actually passed with our county so now we are dealing with that. This was my 1st ever home purchase and I wanted to be so proud and happy and now its caused health issues and sadness.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/02) */ The service department will contact the customer via telephone and email. Business Response /* (4000, 8, 2022/06/03) */ spoke with customer and will have a tech go by the home and figure out how to resolve remaining issues.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Jacobsen Homes dropped our house in September 2020. We are still waiting for work to be completed, and have run out of patience with the lack of response and getting the run around, and now out-right refusal to fix things that they are responsible for. Walls are uneven, bowed, there are cracks throughout the house, and tile work is incomplete. It is now a year and a half later and the issues have not been resolved. We just want the house fixed and finished.

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/03/24) */ we had a tech there 3/24/22 to the remaining work. Consumer Response /* (3000, 7, 2022/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Techs show up every few months but the work is still incomplete. It's been a year and a half. We need the walls fixed and the remaining tile work addressed. Jacobsen has taken too long to address issues that should have been completed months ago. Attached are pictures of remaining work. We just want this completed ASAP.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had 2 change orders, signed, dated and written by salesman (roof color and floor change in bedroom 2&3). manufacturing plant said they never got order, so no one is conforming. All walls/drywall are cracking. Moulding in home is separating. Mold outside shower, since it's lined with drywall! EVERYTHING is a HOT mess in this home. CANNOT believe these homes pass FL inspections! One year warranty is crazy :(

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/17) */ We did all warranty work inside the 1 year warranty. We built the home per the request of Florida Modular. Consumer Response /* (3000, 7, 2022/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was NOT warranty work. It's what I ordered WITH the home from your salesperson Tray: GREY Roof Shingles (you installed BLACK) Master bed ONLY carpet (bed 2&3 to get laminate) (you installed CARPET) Business Response /* (4000, 9, 2022/03/21) */ We are the manufacturing facility. Tray does not work here. If you have contract issues it must be resolved at the retail location.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I reside at **** ****** ***** ***** ************ ** XXXXX. I closed on my Jacobsen home on November 2, 2020, and it has been over a year, and I still have not had my 30- or 90-day punch fixes completed. They did not even come out to evaluate until June 28, 2021. At which time some of the things on my punch list they made worse and damaged even more. I received poor work and defective products from Jacobsen Homes. They scratched up the inside of one of the cabinets and caused my shower to leak because they installed the water backwards and the hot was cold and cold was hot. It took me two months to get that fixed which caused me to have a high-water bill. I was denied a walk through before closing on the home and was assured that anything that was wrong with the house it would be fixed. This did not happen and now its over a year. Jacobsen did such a poor job at building my home and there are many issues with the home that needs to be corrected. I paid for new kitchen & bathroom cabinets and many they installed are defective. I paid for seamless ceiling, and I did not receive it. The shower tiles have many cracks from settling that will cause mildew and other issues because they have not come back to seal them. I still see crack in the corners and gaps where the floor and floorboard meet. The siding is now starting to come off and I need to have the roof inspected because there is some sort of plastic flapping. The underneath the roof is bowing out and separating. I had an electrician look at my light switches and they told me that the switches are spongy and not working properly. This will cause short out or maybe even fire. I have made several attempts to get this corrected and I am told they take care of it that will contact me and then nothing. They make no attempt to call me back or schedule a time to come out and correct the issues. I want to be completely compensated so that I can hire someone else to complete the job that Jacobsen home is responsible for.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/02/01) */ we do have a work-order for the home so our tech will call and schedule. Consumer Response /* (3000, 7, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They Never call and scheduled the tech to come out and finish the work. Every time I have called them they tell me that they will call and schedule but they never call me back. They were to have someone to call and schedule the tech to get measurements so they can order the damaged cabinets when I talk to them on the phone only for them not to follow up. Business Response /* (4000, 9, 2022/02/03) */ The service is scheduled for today. Consumer Response /* (3000, 16, 2022/03/06) */ ***Document Attached*** The contractor damage property as leaving. He ran over my cable box and knocked out all my service for two days. I reported him to Tonya for the manager to call me and its been over a week with no return call from them. I have lost income and now have an eyesore because I can not get spectrum to fix the box only the wires. Jacobsen has cost me money and do poor work. I need to be compensated for my time, and for the damage they have caused. The first time was a leak in the shower which caused me a high water bill. They still have not came out to fix the grout in the shower. this is just unacceptable.

• Initial Complaint

  01/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  We were supposed to get delivery of the home in July 2021 for my mother in-law. It's now January 2 2022 6 months later. As of this writing she is now on palliative care and will probably never get to spend a single night in her new home. Thanks to everyone at Jacobson for helping to make her end of life completely miserable. As a side note she paid cash for the home and has never seen the inside of it The home has been on site since October 6 and the interior and exterior of the home are incomplete.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/01/04) */ We have a service request for the home. The service is scheduled for this week. Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business responded "we have someone scheduled to work on it this week", except what they didn't say is they have one guy doing all the homes in the area and he has been out to the home for 4 partial days and we have had to report back to the factory that the repairs being made by this individual are subpar. Yet they keep sending the same guy out with instructions to fix his work. I have an email from Rich Burris service advisor (?) starting exactly that. At this pace the home will not be completed in the near future I'd have to count but I believe there are over 40 issues with this home that have not been addressed. The ceiling is 2 different colors white and all the walls require attention and repaint. I can look at a wall and from 10 feet away see where every stud is behind the drywall. I believe it will get fixed but my mother-in-law won't live long enough to ever spend a night in the home. The home was paid for in cash June of 2021 and remains incomplete and damaged in delivery as of this writing January 4, 2022 Business Response /* (4000, 9, 2022/01/05) */ We tried to come out on 1/5/22 but was told to come 1/6/22. Business Response /* (4000, 17, 2022/04/13) */ Mr. Billington has filed a complaint with the State of Florida. So there will be an inspection at the home and the Sate of Florida will determine responsibility to all parties. Consumer Response /* (4200, 19, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Jacobson was supposed to have some supervisor come inspect the home but ultimately canceled the appointment stating Due to all situations taken into consideration with your gestors and comments throughout trying to complete your home, Jacobsen Homes has decided to provide you with the following information for the State of Florida. This information is being provided for you to file your complaint on the home. We will let them investigate and determine what is non-compliance, defect, serious defect, or imminent safety hazard and if the home is livable space. We will let them do their investigation and there will not be another walk thru with our field rep today. So Jacobson doesn't like me telling everyone that they did a crappy job building this house. Burns, who finishes some areas of the inside of the home for Jacobson did send an inspector out and he found even more items wrong with the home and was highly upset at some of the lack of quality areas. Within a day this individual submitting his report Jacobson stated they are refusing to work on the home. I will be calling the state inspector. I have no other choice.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a modular home from Jacobsen Homes. The house was delivered and installed on March 28, 2019. After delivery, we had the insulation done on August 15, 2019. We then allowed 6 weeks for the insulation to set. On Sept 26, 2019, under the house was covered. Slowly, we started discovering yellow stains throughout the house which has worsen. We proceeded to inform Jacobsen homes and they blamed the insulation company. Since then, I have hired a 3rd party company forensic floor specialist that has done a thorough investigation and deems Jacobsen responsible for the staining on the floor which happens to be bacterial growth. I have reached out to Jacobsen and provided the report with documneted health concerns and Jacobsen Homes said that I am out of warranty and that they are not at fault. I am giving them an opportunity to correct the flooring issues and I can barely get a response.

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/09/21) */ This issue was turned over to Congoleum and they stated it was not a manufacturing defect. This information was sent to the homeowner on 9/10/2020. Consumer Response /* (3000, 7, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I hired a 3rd party forensic floor specialist at my own expense. The report which I submitted to Jacobsen Homes and BBB states there is bacterial growth under the floor. Please review attached report. Clearly, it is a manufacturing issue. Bacterial growth is now a health problem to my family. I would like for Jacobsen Homes or Congoleum to correct this issue. The house is 30 months old and I have encountered this. Business Response /* (4000, 9, 2021/09/22) */ The stains were not in the home when it was delivered. The stains appeared after the spray foam was put in the floor. This is not a manufacturing defect. Consumer Response /* (4200, 11, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) As previously explained and documented on the report it's believed to be an issue with appropriate materials used in the house suitable for our weather condition in South Florida. The house is in Key Largo on the water. These homes are manufactured cookie cutter and exemptions should be made as needed. The foam was left to dry for 6 weeks prior to enclosing the area which indeed ventilated. Consumer Response /* (4200, 16, 2021/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, Jacobsen has not responded with any type of solution. I have decided to escalate this issue with appropriate professionals.

*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. ↩