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: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.  

• Initial Complaint

  Date:09/15/2023

  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 closed on our home on July 21, 2023, and completed a final walk through punch out list during that time. The list, called Addendum C by CA Jones reads, This addendum to the sales contract for the purchase of the home listed above is hereby incorporated as part of the sales contract. The seller agrees to correct the items listed below as identified on the final walk through. Every effort will be made to finish the corrections within thirty (30) business days after closing and transfer of title unless alternative written arrangements are made." On our list is written 9. Handrail on front stairs. This was then signed by both ourselves and CA Jones. When they came out to complete the items on our list on September 5th, we were informed they would not be putting in the handrail. We were told that multiple parties at CA Jones said there was a "guard rail" on the side of the porch that was not put up at time of inspection. They are saying this is what they were referencing on the punch out list. I responded immediately with the Daily Logs their employees put into their BuilderTrend App showing that the porch guard rails were installed on July 12th. You can clearly see all three sides of the porch guard rails in the photos on the Daily Logs on July 13th, July 14th and the final Daily Log on July 20th with a full photo of the porch. Additionally, we checked with the Village inspector who said the guard rails were not missing at the time of his final inspection. Lastly, we as the buyers were a part of this final walk through and know that we did not ask for guard rails to be done, they were already installed. We agreed with the front step handrail being placed on the list. Since providing these facts to CA Jones, multiple requests for updates have been ignored. We are now well past 30-business days after closing as listed on the contract. We strongly feel that they are not complying with the contract they signed. I have provided copies of documents/logs/photos.

  

  Business Response

  Date: 10/13/2023

  Good afternoon! I am reaching out to extend my sincere apologies for any confusion with the scope of work and requirements regarding the rails on your front porch steps. To date, the handrails have been installed on both sides of your steps and all final work has been completed on your home. We truly appreciate your choosing to build a home with C.A. Jones and hope that you will contact us directly should you have any future questions or concerns.

  Kind regards, 

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

  Warranty Manager

  C.A. Jones

  Customer Answer

  Date: 10/16/2023

  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:07/31/2023

  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.

  I signed a contract with CA Jones on 2/6/2022 to purchase a brand new home in the amount of $398,800.00.The contract stated about an Addendum will be created during the walk through for items that need to be fixed by CA Jones. It also talked about using their app,"Building Trend" because it is their fastest way of communications with everyone involved. We did the walk through.Made up the Addendum list for repairs to be completed.Closed early on the home 3/18/2022 per their request. Things not completed on the Addendum list. Moved into the home after closing. When you buy a brand new home you expect it to be move in ready with no problems. At least that is the case if you have a trust worthy contractor but that is not the case with a CA Jones home.The horrifying problems we faced after buying the home are as follows: central air did not work, the sewage did not drain and it exploded in the basement, all five basement windows leaked into the basement, basement drain did not drain appropriately, missing window screens, outside porch and soffit lights didn't work, and rain coming through the deck door knob. It has taken several months of constant complaining but those problems have been fixed. The best person that probably helped me the most was the plumber, "Royal Flush". Now for the problems that I am still waiting for be fixed. I first want to say the walk through Addendum is a joke.Problems needing fixed are as follows:#1-missing duct work, (an empty beer bottle was next to he unfinished dust work. Guess they were too drunk to finish),#2-outside soffit cut too short and is falling down.#3- basement leaks,#4-one soffit light is still not working,#5- Addendum list is a joke.I did the interior painting myself because they wouldn't show up.Also, I just want to state there are more problems with this brand new home than what I listed but I'm just tired of dealing with ALL of them.From what I was told CA Jones contracts their jobs out to the lowest bidder and it shows.

  

  Business Response

  Date: 08/11/2023

  In reference to the 4 open items listed by Mr. ******.

  #1- We have sent the warranty work order to the HVAC contractor to come take a look, we will follow up with them.

  #2- We have sent the warranty work order to the Siding contractor to come take a look, we will follow up with them.

  #3- The basement leak - this has been repaired.

  #4- We have sent the warranty work order to the Electrical contractor to come take a look, we will follow up with them.

  Our warranty department shall provide updates to Mr. ****** by the end of next week.  

• Initial Complaint

  Date:04/11/2023

  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.

  Our new construction came with a one year builders warranty. The builder agreed to a list of warranty items, but our outdoor items have not been completed after almost a year. The builder seems to be ignoring my communications. *** left emails and voicemails for everyone I could get hold of.

  

  Business Response

  Date: 04/13/2023

  We are sorry to hear your frustration. 

  Now that we are coming out of winter, our team is now able to take on exterior warranty items. We see in ************ that you have five open warranty items. Our team is working to get these items taken care of and we will reach out to you via ************ with more information. 

  Customer Answer

  Date: 04/14/2023

  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. I will escalate if there are further issues. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/10/2023

  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.

  There are multiple things wrong with the house. When I walk into the doors, there are holes in the side of the door and all the caulking is nasty and messy. The paint is beige and the ceiling is white painted mixed up over the walls. They put a stick in front of the master bedroom.
  
  I want them to fix the house the way it's supposed to be fixed, a brand new house from the ground up.

  

  Business Response

  Date: 04/13/2023

  We are sorry to hear that you are upset with your new home.

   

  Before closing, we had a walkthrough with your Realtor who created your Addendum C list on your behalf. All items on your Addendum are completed. Looking through your warranty claims, we see that we have completed 7 out of the 13 items. Our team has been working with you to complete these items and assist with other things around your home. We are communicating with you via BuilderTrend per contract on a timeline for the rest of your warranty items. If you have any questions about what is covered in your warranty, please read through your Home Manual and PWS Warranty Handbook that was given to you. If yo need a new copy, please let us know and we would be happy to email you a new one.

• Initial Complaint

  Date:04/07/2023

  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.

  I bought my house in March of 2021 from C A Jones. On the date of purchase ***** ***** one of the owners did the final walk through with my wife and myself. There were multiple punch list items that needed repairs such as broken concrete and waving siding. After the purchase of the house C A Jones provided a one year warranty on the home. There have been multiple issues that were to be resolved that they have yet to come address. Some of those issues are caulking where areas have shrunk and flooring issues. C A Jones has three means of reporting warranty issues, they are by phone, email, and through their app called Builder trend. We have used all three sources and can’t get them to respond to any of the issues remaining.

  

  Business Response

  Date: 04/07/2023

  We are sorry to see your complaint and hear you are having issues. I can assure you that our new warranty department is catching up on many open warranty items. We see that you have three open items; egress window, siding, and concrete. Our team has been notified and will communicate with you through ************ on the update of these items. If you have any questions, please email us at ************************

• Initial Complaint

  Date:04/06/2023

  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.

  CA Jones has not completed any of the warranty repairs that were filed seven months ago (in Sep of 2022). A CA Jones carpenter came to our home to assess what would need to be done in November (no work completed at that time). Since that instance I have been unable to contact CA Jones. Their warranty line goes straight to voicemail and they do not return calls. ****** at ********** ******** says they are ready to do our repairs but have been unable to reach a representative at CA Jones over the last five months (since November 2022). She states they have sent multiple emails and called but they need CA Jones to approve their portion of the warranty items.

  

  Business Response

  Date: 04/07/2023

  In ************, we see three open warranty claims; concrete, flooring, and garage door. We apologize for the delay in response, but we do have a new full time employee managing all warranty claims. As claims start to get handled, we appreciate your patience. Our team is looking into your claims and will reach out to you through ************. If you have any questions please reach out to your Home Specialist on ************.

• Initial Complaint

  Date:02/28/2023

  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 worked with CA Jones to have our home built in 2021 and closed on the house at the end of October 2021. In September of 2022 we submitted our 11 month warranty claims. In late November 2022 a few items from that warranty list were completed and we were told to follow up if we didn't hear back about the other items by the CA Jones representative that did some of the repairs. I followed up mid December 2022 and never heard back. I followed up again in January 2023 after realizing we still hadn't heard back. I finally heard back that they would look into it but never heard back again after that. I followed up again early February 2023 and finally got word that one of the items was going to be taken care of, but didn't get an update on the remaining items. I followed up again and was told they would look into it again. I followed up to the same message three additional times after that on February 15th, February 21st, and February 24th just trying to get an update on when the warranty repairs would be completed and never heard back. These messages were sent via their BuilderTrend app (how we were told to communicate with them). I sent them to their Warranty Coordinator, and eventually copied several others at CA Jones including their ********** ** of Operations/Sales Manager, and other individuals with Warranty in their title. I reached out directly via email to their ** of Operations this morning (whom was also copied on one or more of the previous follow-*** in BuilderTrend) via a separate message letting them know I needed an answer, and would reach out through the BBB if I didn't hear back. I asked for a reply at the very least verifying they would look into it and didn't hear back. All I want is for CA Jones to complete the warranty work they said they would complete. It's been 5 months now since the warranty request was submitted. Three of the remaining four items are items that could lead to further damage if not repaired soon.

  

  Business Response

  Date: 03/06/2023

  Hello.  I received a message in BuilderTrend this morning, which is the way we require homeowners to correspond with **, per their contract.  There are four claims for warranty. I will outline each below, as I have responded the same to their message in BuilderTrend.

   

  Garage Door:  This could be a simple maintenance issue, as garage door tracks do require greasing.  I have given the homeowners the contact information for ******** Door for them to schedule a service call since they will be required to be home for that appointment.

   

  Window:  Not listed on the walk-through list or the Addendum C at time of closing, so this was damage sustained after closing and will not be covered by warranty.

   

  Chipped Concrete:  Not listed on the walk-through list or the Addendum C at time of closing, so this was damage sustained after closing and will not be covered by warranty.

   

  Ground Settling:  This looks like it could have settled over the last year and could retain ground water with a negative slope.  I will have my yard team go fill in the low spots with soil, seed and cover with straw.  It will be the homeowners responsibility to maintain it and grow the seed.

   

  I have attached the contract for you to review the "express and implied warranties" section, initialed by both homeowners.  I have attached the Addendum C, signed by both homeowners at time of closing.

   

   

  Customer Answer

  Date: 03/07/2023

  Complaint: 19515674
  
  I am rejecting this response because:
  

  The warranty claim was submitted 5 months ago and was not rejected when it was submitted and nor for 5 months after it was submitted, after we were told that we should expect to hear from the window company more than once, which tells me the claim was accepted.  Now all of a sudden it is being rejected?
  
  The day we did our walk through it was cold, wet, and extremely muddy because the yard was not graded and didn't have sod yet until after we moved in. We were unable to walk around the outside of the house due to the mud so there is no way we could have seen that from the distance to be able to point it out at that time.  I looked at all the photos we took during the building process and we found more than one photo that is date stamped that prove the window issue was there before closing.  These date stamped photos that show the damage prior to us closing and on one of them before siding was even put on the house should be more than enough evidence to prove the damage was there before closing.  The photos are attached.  If you zoom in on the upper right corner of the window in each of the full photos you can clearly see the same half circle crack and hole on each photo.  Screenshots of the date stamp from the photos are included as well. The window needs to be fixed or replaced.
  
  The only thing they agreed to finish from our list was the fill dirt.  The garage door issue was already fixed, which I mentioned in multiple messages that were sent to them via BuilderTrend, which tells me they did not read any of the messages sent through the platform they are saying is the required platform to communicate through.  We have been contacting them through that platform as they have told us to and they don't respond to our messages through there.  This was described in detail including screenshots of all the messages we sent through BuilderTrend including all the follow *** that were never replied to when the case was opened.  It took us reaching out outside of that method to actually get a response from them, and it still took well over a week to hear back from the email I had sent.
  
  
  *********************

  Customer Answer

  Date: 07/20/2023

  7/31/2023 PE:  Email message from ****: I apologize for not getting back to you sooner...CA Jones did finally complete the last of the warranty items on June 8, 10 months after they were submitted.  I didn't see a way to respond to the case with this informtion since I was the last one to reply.  This case can be closed out.  Thank you for reaching out.  ********************** 

  7/28/2023 PE:  Left vm for Matt.  Asked him to respond to the email that was sent.

  7/25/2023 PE:  Emailed Matt.  Asked him to contact me regarding mediation of the case.  Provided my email and phone number.

  7/20/2023 PE:  Left vm for **** giving the reason for the call, my name, direct dial number and request to call back.

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service 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.

  Our **** unit went out during an intense cold storm. Our house dropped to 52 and we have a newborn. We were told to call the **** guy in our binder and if we could not get a hold of him, that we would be reimbursed. We called and could not reach anyone, so we called around to get someone who could come out right away. We have yet to get our reimbursement and C.A. Jones constantly ignores our messages and wont answer our phone calls. We are out $400 and no one will get back to us with an answer except for the occasional we will check on this. In additional to this, the **** technician who worked on our unit said that the unit was way too small for our house size and will most likely continue to have problems in the future because of this.

  

  Business Response

  Date: 02/08/2023

  While our warranty program does not allow for a customer to hire outside contractors and get reimbursed by ** without prior written permission, we did get in touch with our HVAC contractor and he stated he was having phone issues around this time.  He had no record of them attempting to call him, but since he was having phone issues at that time he has no way to verify this.  

   

  As such we will reimburse the Lloyd's.

  Customer Answer

  Date: 02/13/2023

  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,
  
  *********************