Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have warranty items still outstanding that are not getting resolved no matter how many times we call in, talk to individuals, have individuals come out and it's becoming absolutely ridiculous. We've been in this house almost 4 years and we have warranty items that have been outstanding since we input them within the year timeframe that they request. They have closed out warranty items saying it was complete, but it never was, so when we reopen it, we got basically yelled at by the warranty team that we are outside of the warranty period. On top of it all, they "fix issues" that's not even fixing the issue. We have a possible leak and all they did was paint over our water spots vs making sure we don't have any leaks. Currently, we have a grading issue that resulted in a huge gaping hole in our side yard that an animal or child could fall into that they have been sitting on for almost a year - which derived from the grading issue that they never resolved a year into us moving in. We finally covered it with almost $2K worth of soil that THEY should have done but are still having water draining issues that needs resolved. On top of it, we have an egress window cover that was never the correct one. It does not fit and is constantly blowing into the egress and not covering it. Again, another hazard for any animal or child. They came out and told us "yeah, that's the wrong one - we have the correct one's on order so we will deliver it when it comes in." Never came in. Someone came out and then told us "we have to buy a custom one." STILL no resolution. Not only do they keep saying "they will fix it." **** Needles reached out maybe a year ago on the "status of our warranty items", we've told him what's going on and STILL no resolution. We are absolutely infuriated with this company right now and either want these issues fixed or will seek retribution for all of this.

  

  Business Response

  Date: 04/08/2025

  We don't feel that we can come to agreement on this issue.  The homeowner never contacted the independent warranty program manager, ****, as per the contract to engage the arbitration process.  That time has passed, however, if we can engage the BBB arbitration process, we would be willing to do that to resolve the issue. 

  Customer Answer

  Date: 04/13/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am willing to move forward with the arbitration process.  We are willing to proceed through the arbitration process either through BBB or through PWSC, if needed.  Although, based off of the company's response, it seems that PWSC is not a possibility anymore. 
   
  Sincerely,
  
  ******** & ***** ******

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home through this builder and they offer a home warranty. I submitted a warranty claim in May of 2024 through their preferred method of communication related to unsecured and uneven subfloors and another warranty claim related to a leaking roof in September of 2024. I was told by ***** ***** in October of 2024 who is their warranty supervisor that two boxes of flooring were delivered to the business and that ***** would be out to fix the flooring and the leak. I reached out multiple times since that time to that employee inquiring about when the work would be completed with no response. I reached out yesterday on 01/31/25 to that employee and was told he doesnt know what to say about my warranty claims. I askef for further explanation and he advised that he is no lomger doing warranty work and he does not know who is assigned to conplete the claims. I reminded him that he is specifically listed as the warranty supervisor and he specifically told me he would be back to do the work. ( which he also told the flooring company who provided the flooring that CA Jones currently has in their possession) ***** told me " he goes where is boss tells him to." I have reached out multiple times to the president of this business **** Needles and to *** Treat who was identified as being affiliated with the warranty program and have recieved no response about my issues.

  

  Business Response

  Date: 02/05/2025

  I will definitely make sure we get the flooring issue resolved asap.  I will also reach out to the homeowner to review the leak reported on the complaint. 

  Customer Answer

  Date: 02/11/2025

  Complaint: 22886536
  
  I have reviewed the business' response and am rejecting it because:

  While we appreciate the response we have not received any additional information related to when these repairs will be made. 
  
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/11/2025

  We are scheduling the repair for tomorrow.  We will get this taken care of for them ASAP.  

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed our contract for solar in March *********************** June for our new build home. We struggled to get *** ******* to return our calls for status updates until July when we moved in and the install dates had passed. We finally escalated it above *** and made some progress for the parts to be ordered. The parts were on backorder and we finally had an install date of 18 September. They came out and could not finish the work because the parts were not checked and they received the wrong one. We asked for **** Needles to reach out to us regarding the service we were receiving and there was no communication received. They were supposed to submit the paperwork to *************** to make our project acceptable to the program before they installed anything and as of today, it still has not been submitted. It is in the contract for them to submit it prior to installation. They could not finish the install the next time they came out mid October. They finally got everything installed and then spent 9 days troubleshooting to find the next issue in late October. There has been no follow up with us regarding when the parts will come in and when the next appt can be scheduled. This is beyond unprofessional and other individuals should be warned to avoid using this company. We have also filed a complaint claim through the *************** program to have them removed because this company is not responding to their requests for documents and a response to the claim either. They will not communicate with us to let us know what is going on and the project is now 5 months past the completion agreement timeframe.

  

  Business Response

  Date: 12/02/2024

  The solar is system is working.  

  I have attached a graph of the solar output of the ****** solar system.  It began production 11/15/2024.  From 11/15-11/30 their system has produced ****** kWh, despite several rain and snow days during that period.  ****** kWh was used by the home, ****** kWh went to the battery system and ******kWh was sent back to the utility.  During that same time period they used ****** kWh, which means they produced ***** kWh more than they used, which is a net negative consumption.  Due to weather you can see on the graph production was way down on 11/22, 11/25, 11/27 and 11/30.  And yet they had negative consumption during that period.  The system is new, and the production cannot be fully determined over a short period of time, but rather a longer period.  However net negative consumption is a good thing.  

  Also, the ******** have not paid us for the work.  Despite the system being completed and approved by the municipality and utility.  They still owe $30,113 and we expect payment of the amount that is past due.  

  Customer Answer

  Date: 12/13/2024

  We had solar installed for our home. We signed the contract March ****************************************************** June for our new build home, before we moved in. I worked with *** ******* and a few weeks before install, I started reaching out to him to discuss the progress. It took weeks before he would reach back out and finally in July he let me know he was working on getting it started (after the agreed upon timeframe of June had passed). My wife went above *** because he would not return calls and by working through other individuals was able to get a scheduled install date for September 18th. They started work, then stopped work due to a wrong part being delivered, then they were able to get it installed again, but they could not get it working and took 9 additional attempts to even get the system running. This was almost the end of October and it was still not complete. They finally got it running mid Nov. and within the first week we had to reach out because it was not running correctly. I emailed and called and received nothing back, we have attempted 3 times to have **** Needles contact us regarding the lack of communication from *** but he will not reach out to discuss anything, and we still have a system that is a known problem and they will not come out to fix it. They have still not processed our Illinois Shines paperwork (state incentive program), and my wife went into their office and spoke with *** directly. He acknowledged he received all the communication, but did not want to respond until he had an answer, which after two weeks, he still had nothing. He stated we would receive a phone call by *** on 12/6 and he has not reached out to let us know anything. The process to get a work order done for the system is contact *** and he sets up the appointment, but he has known about the issue for weeks now and we have nothing being done. We are having issues with the items on the panel now and it is causing more issues that we cannot get fixed.

  

  Business Response

  Date: 12/13/2024

  This issue has been resolved. 

  Customer Answer

  Date: 03/05/2025

  *** ****** was provided on December 9, 2024, all signed documents needed to submit the application for the Illinois Shines program for our solar they installed. We have been in contact with the program and they have not received our application as of 28 February, 2025. We are also trying to get an update for the status of the replacement panel since one of the panels was cracked so they had to put a temporary panel in back in September. I have reached out a number of times to find out what the status is and he refuses to answer the phone or emails that have been sent. I wrote a review on their ****** page on 2/27 outlining the issue. When I called and spoke to *****, the marketing director, on 2/28, he asked me if I can get someone to talk to you today, can you take the review down. I agreed because I just want my paperwork submitted, but *** nor **** Needles, are ever available to provide an update. **** Needles refuses to respond to any email or call back request through all of the ongoing issues we have had due to Bens lack of communication since the project began last spring. We have requested him to contact us to discuss Bens poor performance and he will not, we have left a number of messages with ******** to have **** contact us. If we do not get application submitted (and it has to be through the company that installed the solar), we are out thousands of dollars. My husband and I are at the point we are determining if legal action needs to be taken due to the carelessness of the company and poor performance of the product they installed and the time it is taking to get the project complete. Until paperwork is submitted, the project is not complete for us.

  

  Business Response

  Date: 03/05/2025

  The project is complete, the solar system is on and functioning.  The ******** are waiting on the state rebates which there is no timeline to how long that takes in our contract.  They were informed this week on the status, awaiting the agregator to be added to our online portal.  Once that is complete, we have no control over how long that takes, we will move the paperwork forward.  In the meantime, the system is functioning as it should, and they are benefiting from the electrical output as they paid for.  

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 17, 2024, We received notice from *************** that in order to move forward with our SREC application, CA Jones needed to install a Revenue Grade Meter on our project. Once again they are failing to respond or follow up with the status of completing that requirement. We need them to install the meter.

  

  Business Response

  Date: 11/14/2024

  We are currently sourcing a revenue meter that is compatible with the inverter that was installed.  This was not part of the original system design and a requirement that was needed by ************** in order to generate credits.  This has no effect on the functioning of the system as far as energy being produced or the savings the customer is receiving from Ameren.  

  Customer Answer

  Date: 11/22/2024

  Yes, the system is up and running. However, part of this process and contract was for the vendor to complete the **** application with Illinois Shines to receive the monetary incentive for installing a ************ System. When they failed to follow through with the application they hired a Secondary party (****************) to complete the application, to whom we had to pay an additional $1000 to for this.  Now that the application process has reached step 6 and Illinois shines is requiring that a revenue grade meter be installed on the system, we are once again stalled, waiting on confirmation that any action is happening to cross the finish line. Yes, they contacted another company ********* to source the meter and they could not figure out what type of meter was compatible with our inverter. I called the manufacturer of our inverter myself and  found out what type of meter was compatible. I sent this information to CA Jones, Carbon Solutions, and ********* on Tuesday 11/19 and have yet to get a response as to whether or not they have actually ordered it or plan to install it in a timely manner The lack of communication (not returning phone messages or emails) with us on the progress of this has been beyond frustrating. We are at the mercy of their willingness and ability to meet this requirement. The delays from CA Jones in this process had caused out application to be waitlisted until June of this year and overall will affect the amount of money paid out for the incentive.

  Customer Answer

  Date: 11/22/2024

  Yes, the system is up and running. However, part of this process and contract was for the vendor to complete the **** application with Illinois Shines to receive the monetary incentive for installing a ************ System. When they failed to follow through with the application they hired a Secondary party (****************) to complete the application, to whom we had to pay an additional $1000 to for this.  Now that the application process has reached step 6 and Illinois shines is requiring that a revenue grade meter be installed on the system, we are once again stalled, waiting on confirmation that any action is happening to cross the finish line. Yes, they contacted another company ********* to source the meter and they could not figure out what type of meter was compatible with our inverter. I called the manufacturer of our inverter myself and  found out what type of meter was compatible. I sent this information to CA Jones, Carbon Solutions, and ********* on Tuesday 11/19 and have yet to get a response as to whether or not they have actually ordered it or plan to install it in a timely manner The lack of communication (not returning phone messages or emails) with us on the progress of this has been beyond frustrating. We are at the mercy of their willingness and ability to meet this requirement. The delays from CA Jones in this process had caused out application to be waitlisted until June of this year and overall will affect the amount of money paid out for the incentive.

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint includes four issues which are; C.A. Jones demanding which lender we were to use, driveway that is clearly below any reasonable person's standard (in appearance and structure), C.A. Jones refusal to include craftsman columns, and remaining warranty items still open. First, prior to be informed of a closing date, after repeatdly asking, we switched lenders and secured a loan at a lower interest rate than their "preferred lender". We were then informed by C.A. Jones on 01 Jan 22 that we were in "breach of contract and the house will be listed for sale on Monday" 03 Jan 22. C.A. Jones falsely informed us the contract states we have to use one of their "preferred lenders". This was also the second time C.A. Jones threatened to terminate our contract. To avoid losing the house we reluctantly stayed with their "preferred lender" which will end up costing us over $37,000 in additional interest on the loan. The next issue is the driveway, upon doing our final walk thru it was clear something had gone wrong with the driveway pour. It was cracking, discolored, uneven, pitted, exposed aggregate, leaf/debris impressions imbedded in concrete, cut lines not straight and overall just a substandard driveway. When we questioned C.A. Jones on the driveway they informed us they inspected it and it met **************** Assurance Builder Standards. They also offered us $4000 for "driveway repairs" which led us to ask if it met **************** Assurance Builder Standards then why would it need "driveway repairs", to which they didn't respond. The third issue involves being told we would get craftsman columns on our home. We have documented proof that the craftsman columns would be included. However, this didn't happen and even after C.A. Jones admitting we were told craftsman columns would be included they refused to honor what they had told us. They only offered to split costs of columns. Last issue is outstanding warranty claims yet to be addressed.

  

  Business Response

  Date: 11/14/2024

  This home closed nearly 3 years ago.  

  Please find attached our response to Mr. ********** complaint to the IL Attorney General.  Attached is proof his allegations are meritless, and he received the benefits from his lender.

  Attached is the schedule C bearing Mr ********** signature.  It clearly states there are no outstanding items not listed on the addendum and columns are not listed. 

  The driveway has pitting and some flaking, attached is the warranty book that clearly states those items are not covered, the warranty also provided Mr. ******** an avenue to ask for the independent warranty company, ****, to make a determination regarding the driveway and he did not do that.

   

   

   

   

  Customer Answer

  Date: 11/14/2024

  Complaint: 22505007
  
  I have reviewed C.A. Jones' response and we are rejecting it because:
  
  A response to a complaint to the IL Attorney General in no way proves an allegation is meritless, as alleged by C.A. Jones.  It's clear and the evidence supports it **** Needles used a tactic of threatening to tear up our contract, two times, to get us and others to bend to his will.  C.A. Jones is being misleading to the ************************* by falsely claiming we had not secured another loan.  Again, we had no closing date, after repeatedly asking for one, prior to securing another loan. The email from C.A. Jones on 01 Jan 22 is very clear **** Needles is putting our house back on the market because we are not using their "preferred/approved" lenders.   They actually reference "preferred/approved" lenders five times in the email and even provide a link to the list of their "preferred lenders".  

  
  In regards to the craftsman columns no need to list those in schedule C, referenced by C.A. Jones in their response, in that we had already been informed we weren't getting them.  C.A. Jones would not even honor what we had proof of.  Also, after we asked to arbitrate this we were informed by ******** ***** that **** Needles became so enraged by our request that he threatened to tear up our contract if we refused to accept the columns.  Again, another example of the use of a bully tactic to tear up our contract so that we abide by what **** Needles wants.

  
  Interestingly, C.A. Jones' response does not address if in fact our driveway was ever even reviewed.  It says in the schedule C "******** to review driveway with ****." We would like to know what day was this review conducted and where our the notes of this review.  They are also reference two separate documents to justify the poor condition of our driveway one is the **************** Assurance Builder Standards and the other ***************************** ****.  The driveway was on schedule C so it is our understanding that would not be a warranty issue.  C.A. Jones has never provided verbiage from the **************** Assurance Builder Standards that our driveway is within said standard.  Lastly, they fail to address in their response why they offered $4000 for driveway repairs for a driveway they allege meets the **************** Assurance Builder Standards.  The concrete contractors, neighbors, visitors, and friends/family we have spoken with have a completely different view of our driveway than C.A. Jones.
  

  Lastly C.A. Jones failed to address in their response why they closed out our remaining warranty claims.
  
  Sincerely,
  
  ****** ********
  
  
  

  

  Business Response

  Date: 11/15/2024

  In response to the rejection:

  I am not Mr. ********** lender.  Refer to the attorney general response for more details about the buyer canceling his own loan, thereby violating the sales contract, his email "asking us to take him back as a customer" and the information provided by his lender that he agreed to a higher interest rate and received cash at closing form his lender.  I am not a lender and have nothing to do with his final financing.  

  I never met with Mr. ******** and am not sure how I became enraged.  The contract documents are clear and are the governing documents.  He is not owed craftsman columns.  

  Again the driveway falls within the standards of the warranty, and Mr. ******** could have requested that **** review my decision and make a final determination as outlined in the warranties.  He did not do that.

  All covered warranty items were addressed, again as Mr. ******** agreed to in the contract he could have requested the 3rd party warranty administrator make a determination if he disagreed with my decision.  

  Mr. ******** had several avenues and opportunities to request the 3rd party warranty administrator to make a determination if he disagreed with my determination.  He chose not to pursue that route.  

   

  Customer Answer

  Date: 11/22/2024

  Complaint: 22505007
  
  We have reviewed C.A. Jones response and reject it because: 

  Mr. ******* claims he is not our lender and had nothing to do with (our) final financing, but yet, for some unknown reason, he was very involved with who we chose to finance our mortgage with. Mr. ******* was so concerned with who we financed with that he falsely claimed we were in breach of contract and informed us our house would be back on the market in less than two days. This extremely short notice allowed us no time to consult an attorney, prior to our house most likely being sold.  Again at no time were we without a written commitment on a loan.  As we have stated before it is clear that Mr. ******* is in violation of the *********** Settlement Procedures Act (RESPA) in that it forbids a seller from requiring the buyer to use a particular provider of a settlement service in order to have access to some distinct service or property.  In ****** terms a builder cannot require a buyer to use a preferred/local lender, thanks to RESPA  homebuyers have the right to choose the mortgage lender that best fits their needs.  
  
  It is true Mr. ******* never met with us, not for our lack of trying, we requested multiple times to meet to discuss such matters as this and each time he refused. The fact is, in regards to the Craftsman Columns, on 22 March 21 C.A. Jones informed us the Craftsman Columns were included and that the tops are aluminum and will have the stone around the bottom. Furthermore, it even states on the ****** floorplan that we and C.A. Jones salesperson signed on 28 Feb 21, and is part of our contract (attached), that the ****** floorplan includes tapered columns on stone base.

  Mr. ******* is incorrect in is response that the driveway falls within the standards of the warranty.  The substandard driveway is a part of the sales contract.  The driveway was listed on Addendum C which automatically makes it an addendum to the sales contract for the purchase of the home.and is hereby incorporated as part of the sales contract.  Additionally, it states that the seller agrees to correct the items listed.  We have attached photos of the driveway and think they speak for themselves (must be noted we have many more photos but couldn't attach them all due the size limit restriction).

  Again Mr. ******* is incorrect when he states all covered warranty items were addressed in that on 18 Jan 24 C.A. Jones informed us they were closing all our remaining warranty claims.  It seems here the decision by C.A. Jones to close are remaining warranty items was retaliation for us questioning about the mortgage lender issue, driveway issue, and column issue.  The remaining warranty items were separate and should still be open and addressed.
  

  Lastly, Mr. ******* is incorrect to continually imply that these issues should be referred to a 3rd party warranty administrator. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this home from CA Jones in 2021 and have had nothing but problems. The business is impossible to get into contact with. They want you to use BuilderTrend, but rarely respond on the app and if they do, it is zero help. I was advised by a person in charge of warranty to file my claims online. So I did. These were not followed up on and they stated they did not have record of the warranty claims. I refiled all of them again. We had striker plates installed wrong and I had to fix them. Our subfloor was installed improperly. So many nails missed the joists and it caused loose and creaky/popping flooring. Our LVP separates in some areas. The solution? They shoved shims in between the joists and subfloor causing humps. This is NOT a fix. LVP should be removed, subfloor secured, and new flooring installed. I have had MULTIPLE complaints about the floors. 2 different employees have done a walkthrough. One worker stated wrong fasteners were used. Drywall and paint touch *** I had to beg for and it still looks horrible. They atleast fixed the edge pieces that were falling down. Main water line leaked for OVER a year. They tried using silicone! 2 more times and it hopefully doesn't leak. Caulk is horrible. They came out and fixed some of it. Had to redo it myself. Discovered the conduit wasn't sealed and have water IN my electrical box. Vent pipes leaked. Had to do the caulk myself. 6 wks later and still no response. Foundation cracked and leaking. 6 wks later a sub came out and sealed 12" of the exterior. Said he'll do the inside if it leaks more. Driveway patched w/ hydraulic cement. Looks like a 2 year old did it. Egress window leaked. Island shakes, worker said it wasn't cleated. They decided to put 30ish 2x10 braces in between the joists which looks horrid. Soffit and ****** messed up and looks horrible. Some areas caulked some not. Was told I didn't make a claim in time, but they lost it. This isn't even all of the issues, I had to fix so many things myself.

  

  Business Response

  Date: 06/05/2024

  We have been to the customers home on many occasions attempting to satisfy his complaints.  I believe the best way to come to a resolution now is to have a BBB Arbitration.  I believe this will be fair to all parties.  

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my husband and I purchased a home built by CA Jones in March of 2024. We did see some flaws with the home prior to purchase but because they promise a home warranty, we decided to move forward with this purchase. There were some items with the house that still needed to be addressed after we closed. Some of the named items are as follows: We still do not have our sod laid in the front yard or the sides. They have continuously changed their answers when we are requesting a date of install. They then decided to change companies of who is going to be doing the install of the sod, yet refuse to provide us a name of this company or a set date for this to be completed. Our furnace in the upstairs was giving off a smell of rotten eggs or sewage the first weekend we moved in. Due to the smell they did send someone over to take a look at it- The **** person that came did have to fix some of the wiring because it was wired wrong and only blowing cold air, but stated the trap is dry and that is what the smell issue is. He manually added water to the trap, and advised that this is a temporary fix, and the smell with return. They have never been back to address this. Our garage door is buckling and needs full replacement. They took pictures, yet refuse to address a solution. we have a bedroom door that scrapes across the carpet, still unresolved. Our entire subdivision of CA Jones homes are all experiencing the same frustrations, and this company refuses to address the issues for all of them as well. I have contacted an attorney, and the news media to get the word out. This company is a complete fraud. They say they build quality homes with a backed warranty. DO NOT BUY THEIR HOMES. They make empty promises, and don't follow through with anything they say. We feel that we have been lied to and scammed. I can't imagine the issues that we are yet to encounter since we have only lived here for 40+ days. Knowing now what I know, and the money I spent on this is terrifying.

  

  Business Response

  Date: 04/18/2024

  I am happy to hear when a warranty request was made for the **** it was acted upon quickly.
  

  Regarding a dried-out p-trap, all p-traps can dry out and it is part of homeowner maintenance to maintain them and ensure they have water to prevent sewer gasses from coming through.  There is no additional fix here.

  I have attached a copy of the contract as well as the Schedule C, final walk thru addendum.  As indicated on the form, missing, damaged, broken items not listed on the form are not covered by our warranty.  Damage such as that can easily occur during move in and once the homeowner has taken possession.  
  

  The schedule C was dated for 2/26/2024 states "every effort will be made to finish the corrections within THIRTY BUSINESS DAYS after closing.  Closing occurred on March 6, 2024, putting April 17, 2024, as the 30 business daymark.  Of the 7 items on the original schedule C 6 of them are completed, to include the door dragging on the carpet, with only installing the *** remaining.  And that is directly affected by weather and labor availability. The homeowner was told *** would be installed when we installed the *** on another home that as of today still has not closed yet. 

  We do provide a 3rd party independent warranty, issued through ********************* Services Corporation.  The homeowner was provided paperwork to that affect and a copy of the actual warranty is located in their builder trend account as well.  

  The garage door had damage that was not indicated on the schedule C and is not covered as pert he terms of the agreement.

   

  Customer Answer

  Date: 04/19/2024

  Complaint: 21588293
  
  I am rejecting this response because:
  
  The furnace issue was advised by the **** repair person that there does need to be a permanent fix put in place. Please refer to the service repair person that was here originally for further directions in regards to the issue that was found at time of service. The garage door was not in complete view at walk through due to all the cabinets inside the garage and also work still being completed at time of walk through as garage door was open for workers to be coming in and out of house while we were present. At time of FiNal walk through the garage floor had just been washed and unable to go into garage. The door is not at the fault of the homeowner and we are asking for reimbursement to cover cost to replace the door. This is poor quality and install flaws which does not make it our responsibility and have expert witness to speak on the conditions of the door. 
  The sod still not getting installed should not be delayed to our home due to your inabilities to close on the house down the road on the date that was originally advised. We cannot control any of that and should not be delayed for those reasons. 
  with regards to anything else that wasnt on Addendum C- isnt part of the warranty to provide the homeowner a safe guard when purchasing a new home that if things do get established after move in that are not present during a simple walk through? If you built more quality homes the need for homeowners to rely so heavily on their warranties wouldnt be an issue. We just had to submit again through the warranty process as there are cracks now forming in the kitchen and the bedroom upstairs. Will this also be advised as not our problem and be blamed for it because we live here now???? It is disgusting how you treat your customers and think that it is ok. Legal action will move forward on this. I didnt just pay $350k for a home that will fall apart in less than a year and have a warranty that means nothing and will not protect our investment. If you want to advertise quality and warranty then you should stand by that and right these wrongs!!!! 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/19/2024

  Complaint: 21588293
  
  I am rejecting this response because:
  
  The furnace issue was advised by the **** repair person that there does need to be a permanent fix put in place. Please refer to the service repair person that was here originally for further directions in regards to the issue that was found at time of service. The garage door was not in complete view at walk through due to all the cabinets inside the garage and also work still being completed at time of walk through as garage door was open for workers to be coming in and out of house while we were present. At time of FiNal walk through the garage floor had just been washed and unable to go into garage. The door is not at the fault of the homeowner and we are asking for reimbursement to cover cost to replace the door. This is poor quality and install flaws which does not make it our responsibility and have expert witness to speak on the conditions of the door. 
  The sod still not getting installed should not be delayed to our home due to your inabilities to close on the house down the road on the date that was originally advised. We cannot control any of that and should not be delayed for those reasons. 
  with regards to anything else that wasnt on Addendum C- isnt part of the warranty to provide the homeowner a safe guard when purchasing a new home that if things do get established after move in that are not present during a simple walk through? If you built more quality homes the need for homeowners to rely so heavily on their warranties wouldnt be an issue. We just had to submit again through the warranty process as there are cracks now forming in the kitchen and the bedroom upstairs. Will this also be advised as not our problem and be blamed for it because we live here now???? It is disgusting how you treat your customers and think that it is ok. Legal action will move forward on this. I didnt just pay $350k for a home that will fall apart in less than a year and have a warranty that means nothing and will not protect our investment. If you want to advertise quality and warranty then you should stand by that and right these wrongs!!!! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/22/2024

  I am not sure what you are rejecting regarding the **Trap.  They do dry out and it is the homeowner's job to maintain them.  There is no repair or service required for a dried-out **Trap. 

  The schedule C clearly states the terms the homeowner agreed to, and we will abide by them, there was no damage to the garage door indicated nor was the homeowner under duress when she signed the document. 

  The homeowner can reference her contract, if she believes we are incorrect in our determinations, then our warranty is administered by an independent third party, ********************* Services Corporation.  Per the terms of the contract she can contact them for an independent determination, or we are happy to engage the arbitration process offered by the BBB.  We treat all customers fair, and with home ownership there are warranty items we are responsible for and there are maintenance items the homeowner is responsible for regardless of how new the home is.  

  Customer Answer

  Date: 04/24/2024

  Complaint: 21588293
  
  I am rejecting this response because:
  
  I want confirmation and documentation from Tempco stating there is no fix needed for the furnace. You are not the expert on furnace repair or servicing. They are the licensed expert and until I hear directly from them that there is nothing thats needing fixed I will continue to reject your responses. They told me it does need a permanent fix put into place and I trust their advice. 
  I already advised you on why the garage door was not on the  Addendum C, and even your sub contractor that you sent here to take pictures agreed that damage was not done by us and needs to be replaced. I have submitted more issues through builder trend and not one has been acknowledged. Still no communication on the Sod. 
  You have shown who you are, how you handle things  and what CA Jones stands for through your responses in this complaint. Not quality homes, not a valid warranty, lies to their customers, refuses to address issues in a professional manner, is not timely, is argumentative, and once the closing is done - you all wash your hands and turn your backs!! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/29/2024

  We would like to arbitrate the complaint. 

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first contacted CA Jones about my complaint on 1/30/2024. I bought my home from ** Jones and have a home warranty on it still. I contacted CA Jones about a problem I am having with water coming into the house. This seems to be a structural problem and should be covered under their home warranty. I first emailed and called CA Jones on 1/30/24. I received an email back that same day, 1/30/24, stating they would look into the warranty and see if the issue is covered. I have emailed and called multiple times with no response. I have even tried to contact the vice president of the company with no response.I am just seeking an answer to my simple question of is my problem covered under the house warranty or not and I can not get an answer. I still have water leaking into my house so I need an answer asap.

  

  Business Response

  Date: 03/01/2024

  I do not see a request in our warranty portal from this customer.  Please enter a warranty request through the warranty portal in *************, or you can also contact the independent 3rd party warranty company directly at **************, or email us directly at ***********************************.   

  Customer Answer

  Date: 03/04/2024

  Complaint: 21370698
  
  I am rejecting this response because:
  I have contacted ***************************** multiple times about my warranty problem and have received no response. I have also called your office multiple times about the problem and they always say they will give ******* the message to call or email me back but that never happens. 
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/05/2024

  Our office will contact him today and help him with the warranty submission process. 

  Customer Answer

  Date: 03/06/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/20/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with C.A. Jones, Inc. to install a 14.4 KW solar system back on 7/22/2022: (copied from) CONTRACTORS' PROPOSAL AND CONTRACT:C..A Jones *** (***********************************************************************************************) propose to furnish all materials and perform all labor necessary to complete installation of a-14.4KW Solar system.All work to be completed in a professional manner by the duly authorized representatives of C.A. Jones **** according to standard practices of the state of Illinois electrical code,for the sum of $46,895.00.After several changes in projects managers, complaints filed with the states attorney general to try and get the project finished, we made the final payment on 9/25/23 even though they had not finished getting everything hooked up (the furnace with a soft start system as discussed with the first project manager, ******, and the electrical circuit at the front of the house and garage). Their current project manage ***, came out with the St. Clair county inspector and finally approved the system in December 28, 2023, even though it had been up and running (without the furnace and front circuit connected) since April of 2023. At that inspection, *** said he would look into getting the furnace and circuit connected. On January 5th, 2024 *** said someone would come out the following week and hook up the soft start system and circuit. No one came. We have made multiple unreturned phone calls. ***** even went down to the office in **************** February 9th, and ************************* via text to the receptionist said they would send someone out the next week. Still no one has come and they do not return phone calls and at this point don't even answer the phone. Also, they failed to complete the submission of paperwork for SREC funds from the state of Illinois' SHINE program for us. They hired a 3rd party contractor, Carbon Solutions to work the application, to which we had to pay $1078, with no further communication on that situation.

  

  Business Response

  Date: 03/04/2024

  We did complete the system and submit it to Ameren for a witness test in September 2023.  I will reach out to ****** for a status of that today, and we will reach out to the Slacks to let them know what they said.  The SRECs are completed by a third party vendor.  I will also check on the electrical work he is requesting for the furnace, while I don't see that in the contract, we will certainly do that as a courtesy for the inconvenience they have experienced.  

  Customer Answer

  Date: 03/04/2024

  Complaint: 21322013
  
  I am only partially accepting this answer.   While this is a partial remedy to the problem, and yes, we want the furnace hooked up to the solar system, they do not mention also connecting the electrical circuit in the front of the house (hallway, bathroom, garage and outside lights).  The contract does not state which electrical circuits to be connected other than they will complete the installation of the Solar Project, which one  would assume that means connecting all circuitry in the house, including the furnace to the solar system.  This was discussed with the the initial project manager, *************************. They have kicked the can down the road and the most recent project manager , ***, said he would get it hooked up. This is not a courtesy, this is completion of the project.  The third party vendor, Carbon Solutions has said that C.A. Jones has not provided them with disclosure documents so that they can move forward with the application.  This is not an Ameren problem.  They don't even have the right serial number associated with the SoLark inverter installed in our house and no wi-fi connection to see how the system is performing. We cannot file the warranty paperwork for the system without the serial number corrected. From the contract: This system's panels carry a 25 year limited manufacturers performance warranty. Other components carry their own manufactures warranty. A copy of all warranty info will be provided at the end of installation."   The project was inspected by Ameren Sept 13, 2023 and **************** December 28, 2023.  *** sent out a technician to install the ground on the system that the County required and said he would be out the following week to install the soft start on the furnace so it could be connected to the system and hook up the front house circuit to it as well. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/05/2024

  I previously stated and as I stated when *************** was at my office yesterday, we will complete moving the circuit as a courtesy, given there may be limits to how much the be put into a subpanel.  We will have the Illinois Shines Disclosures completed within the week.  

  The serial number of the inverter should be located on the equipment at her home, if she needs to review it. 

  Customer Answer

  Date: 03/06/2024

  Complaint: 21322013
  
  I am rejecting the part of this response that deals with the serial # because. According to ***, the serial number on our SolArk inverter is assigned to a different customer which prohibits us from setting up our Wi-Fi and registering it for warranty purposes with SolArk. If we scan the ** code on the inverter to set up wi-fi, the function is not supported. It doesnt recognize the serial number as its being used by someone else. Please resolve this issue.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/06/2024

  Their solar system was approved and up and running.  I have attached a copy of the final approval from Ameren from September 2023. 

  Customer Answer

  Date: 09/07/2024

  Yes, the solar was finally operational but now it is not working properly and we cant get them to send someone out to service it. They dont return phone calls or respond to messages left and when they finally said they would send someone out this past Friday Sep 6, they ***** showed up nor called or texted why they could not make it out.

  

  Business Response

  Date: 09/09/2024

  This is a new issue, a warranty issue not related to the original complaint.  

  I will have someone reach out to them on Tuesday September 10.  

  Customer Answer

  Date: 09/10/2024

  Complaint: 21322013
  
  I have reviewed the business' response and am rejecting it because, they did not contact us regarding the warranty work today as they stated they would. No calls, no text
  
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/13/2024

  Business Came out today and they have resolved this issue.  Please close this complaint as resolved. 

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a new construction house from CA Jones on December 13th, 2023. In our purchase contract is an Addendum C promising to fix our doors (Guest room, Garage door to the house, Master Bedroom and Master Bath Pocket Door) and side splash in the Master bathroom within 30 days of purchase. Our garage door to the house closes itself (it is not meant to) and is hard to shut all the way. Our guest bedroom door will not actually shut at all anymore nor lock. Our master door is crooked in the frame and cut at a slant. Our pocket door is too small for the frame, wont close without a gap, and will not lock. We also have another door that only closes at the bottom, but the top will not fit in the frame (laundry door, which was not on original addendum). Our sidesplash for the master bath supposedly was delivered to the CA Jones office, but they have not installed it yet. Before the addendum was written, CA Jones employees tried to fix our doors several times, each time making them worse in a different way. *************************** (the Vice President of CA Jones) said if they cannot fix the doors, she will replace them. I received a message from CA Jones telling me the manufacturer said that replacing the doors will not help, so they were not going to fix them. Our doors do not function properly, and some will not close at all. They still need to be fixed, otherwise we have to pay another company to replace the doors. The other items on the addendum were addressed on the final walkthrough of our home. The doors and sidesplash are items 2 and 3 on the addendum C out of 5 items. Our 30 days was up on Addendum C as of January 12th 2024. Today is February 1. Multiple messages with the company, and still no repairs. We have a home warranty item that needs to be addressed. It is a possible leak inside of our home that we can hear dripping in our furnace register. I just want a professional to verify that there is not a leak, and how to fix the loud dripping sound.

  

  Business Response

  Date: 03/04/2024

  I have attached a copy of the contract to this response, in it specifically spells out what is and is not covered under the warranty program, the buyer also agrees to follow our warranty process as well as the warranty process of the independent 3rd party warranty administrator.  

  Many municipalities do require self-closing hinges on the door from the garage into the house, that is part of the fire safety code, so this is not a covered item.  Doors that need to be adjusted to close tighter or smoother are part of the 11-month warranty submission process.  

  Pocket doors do not have a complete tight seal again the jamb, but we will look at them they should lock and be level and plumb as required by the Illinois Quality Builders Standards.  

  With respect to the sound originating from the furnace, as per the closing orientation the buyer received, they were provided with the contact info of the **** contractor.  They can still contact them directly, Tempco Heating and Cooling at ************.

  The side splash came in but we were told by the customer not to install it because it was the wrong color, so we have ordered a new one.  Once the new one arrives, we will set up a time to install it. 

   

   

  Customer Answer

  Date: 03/04/2024

  Complaint: 21231036
  
  I am rejecting this response because: the doors were all a part of the addendum that they promised to fix. The door to the garage is not a self-closing door. If it was, I would accept it. *** from CA Jones came out and agreed with everything we said. He said he would be back to fix the items, but CA Jones took him off of the job, and put ***** on it. I have never heard from ***** or CA Jones since *** was here. The floor is loud because it is hitting the **** when we walk on it. The vent has a dripping sound for the same reason. The **** pipe is moving around and hitting the floor and the things next to it. The floor needs to be secured off of the **** system. CA Jones did not advise me on anything because they will not return any calls or communication. When *** came over the guide on the pocket door even broke off while he was trying to figure out how to fix it, and no one has repaired it. I claimed everything correctly, and did everything I was supposed to do in order to have CA JONES fix what they did not do right when building our house. They have not contacted me at all, since *** said he was pulled off the job. It has been plenty of time for CA Jones to fix the items necessary. I have attached two pictures of the pocket door. This site will not allow me to add more.  It will not give me the opportunity to upload videos of the items, which really shows the deficits. I keep getting a message about formatting and files being too large.
  
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/05/2024

  I am not sure which part of my response she is rejecting.  If she has concerns regarding the **** system, she needs to contact the **** contractor at the number I provided, and they can make an assessment of the unit.  Is she rejecting calling them?  Any items that were on the original schedule C will be addressed, anything not on that list will fall under the warranty program.  Certainly, if she feels she is not being treated fairly she can contact the independent 3rd party warranty administrator, ***************************************** and ask them to arbitrate her requested items.  So there is an alternative avenue available to her, as per her contract.  A copy of all of this is located in her builder trend customer portal.   

  Customer Answer

  Date: 03/06/2024

  Complaint: 21231036
  
  I am rejecting this response because: I was very clear in detail that there is a flooring issue, not an HVAC issue. Additionally, all the doors, which I explained, and yes, the sidesplash that they mentioned (which should have been in by now) should all have been completed by January 12th, 2024. We moved in as of December 13th, 2023. Our 30 day addendum was up January 12th, 2024. It is March 6, 2024. I have not been contacted by CA Jones since the week of February 12th, 2024. All *** from CA Jones said is that he was pulled off the job, and ***** was assigned to the job. Clearly, at this point no one is coming from CA Jones to do anything. They talk in circles, and try to blame me for not filing things correctly. I addressed the proper channels, and opened warranty tickets for items, as well. Nothing is happening. CA Jones is basically telling me to go to arbitration in order for them to finish the addendum C items they promised via contract, plus the home warranty items. 

  
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/18/2024

  We did a final walk through and the last time I sent someone out to do a walk through I informed that person to fix everything that needed to be fixed, but she continues to keep adding to the list of things that need to be fixed.  The consumer will continue to get her warranty for a year. I am not sure if this consumer is complaining about the  schedule C,  but if there is anything left on this I am willing to address these issues with the consumer.