Complaints

This profile includes complaints for JB West's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JB West

  760 Indiana 212 Michigan City, IN 46360

  
• 

  JB West

  760 Indiana Highway 212 Michigan City, IN 46360-2841

  

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:04/15/2025

  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 are under contract for work an they destroyed our property along with didnt complete the jobs are the contract stated. also didnt clean up any of the messes they made leaving dangerous items all over our yard an property for us to clean up.. We had roof, gutters an sofitting, siding replaced, enteyway replaced, front porch redone, rear sliding door adjusted to be able to use it as well as replacment of some of our current deck.. they destroyed our drywall in the entryway as well as didnt install the front door correctly leaving it so that cold air an all is able to come in, insulation hanging out of the walls as well.. drywall all busted up an destroyed, sidewalk is not totally unsafe to use as well, an all the landscaping is totally destroyed.. an the company has told me i have no need to call the office ever about my projects. as well as they refuse to answer my calls or return calls.. asked for the owner an was told not gonna happen..

  

  Business Response

  Date: 04/25/2025

  We worked with this customer diligently to resolve issues and provided $4,705.10 in agreed upon discounts. A complete refund is completely unreasonable. The work was completed and payment was owed. If the customer did not agree to the resolution and the discounts, there are other courses of action they could have taken.

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:

  My property is trashed from this company. The window wraps have all not been fixed. We are having to pay other contractors to fix things we paid this company to do an it wasn't completed correctly. 
  

  

  Business Response

  Date: 04/28/2025

  We are happy to review any documentation the homeowner can provide from contractors brought in behind us to fix what they are still unhappy with. We have always tried to work with our customers to resolve issues fairly and will continue to do so moving forward.

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  
  We have already provided you with the estimates for work that has to be done to complete an or fix problems caused from this company. They were given the estimates all while under contract with them as we were asked to do an then got told basically not our problem.  As we can not safely walk down outside walk due to the destruction that was done.  It's a major safety issue now that we are left to deal with along with all the landscaping that we had just done last spring before construction began as it's all destroyed now.  That isn't right if your working at someone's property you leave everything looking the same as it did before you did the job your hired for if you destroy things. 

  

  Business Response

  Date: 05/12/2025

  We have to stand by our original response to this complaint. The homeowner agreed in writing on 1/29/25 to the negotiated discounts, that the job was completed to their satisfaction, and that no further alterations or deductions would be made. As of this date, the only estimate we have on file is from a landscaping contractor which included hardscape work. A negotiated landscaping/hardscape discount was included in the agreement dated 1/29/25. A negotiated discount was also included to help offset the customers cost to complete interior work, despite no interior work ever being included in our contracted scope. The front door was detached and reset in order to repair a floor joist and subfloor. The overall condition of the structure in and around the door only allowed for the existing door to be reset to the extent that it was. The additional expense of reframing and installing a new door was not included in the contracted scope of work. Much of the installation occurred during the winter months, which often necessitates return trips for additional clean up, which we did. In fact, our contract specifically requests that customers notify us if they feel a return trip is needed. We had an open line of communication with the homeowner throughout the entire project and attempted repeatedly to resolve any complaints. A refund for the extensive work completed is not warranted and further discussion is made unnecessary by the agreement dated 1/29/25.
  
  
  
  Best,
  
  ***** **********
  General Manager
  ************ Direct Line
  ************ ** **** Office
  **********************************************************************
  

  
  

  Customer Answer

  Date: 05/16/2025

   I am rejecting this response because:there was no communication like they are stating through the contract at all.  They didn't do complete clean up at all as we are still cleaning up debris from them. An we were told that we were sol as far as getting any of the damaged landscaping fix.  I paid in full for all work I hired them to do. And in no way was what they have done to us or treated us at all right.  An we need compilation for the honor we have been put through mentally an physically.
  
  
  

• Initial Complaint

  Date:07/23/2024

  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.

  I had ************* roofing come out and inspect my roof. *********************** was *** representative they sent me. This was towards the end of June he went up on the roof and discovered hail damage. I made a claim to all state and both ***** and I talked to allstated about the hail dammage. Allstate sent out a 3rd party adjuster July 1st I belive the date to be. The adjuster went up there and reported back to All State that there wasn't significant hail dammage. ********************** rep said there was a good amount of dammage. So I was waiting on ***** to get back with me because he was going to get ahold of allstate and see why a new roof wasn't approved when there's a lot of hail dammage and was pointed out to the AllState rep third party. So ***** decides to quit my case for the insurance for the roof on the house I saves his text and will attach it as a file. Here is what it reads. He's making personal decisions based on himself. That's not right when I'm a customer looking for a reputable company which I thought ************* was. I called July 12 and explained what was going on to the lady there and she said the manager would get back to me. Here it is July 23 and still haven't heard from them. Please get back to me about this. Thank You Hey ******. I'm sorry to tell you this, but I just lost a job that was completely approved cancel on me, which personally cost me 3,000$, because it was taking too long to finalize. This was a major hit and caused me to do some hard thinking. I came to the conclusion that I've been spending too much time fighting denials, when I should be finishing the ones I have that are approved. Because of this, I'm going to have to stop working on this claim.You're not beholden to the contingency because we never got anything approved for you. You seem like a great guy, and I'm really sorry about this, but I need to prioritize my focus. You do have significant hail damage and I wish you the best of luck getting it resolved.

  Customer Answer

  Date: 07/23/2024

  Hello,

  i would like Contact by the Business so they can make this right.  Also they need to have some sort of credit for me having to go through this hassle.  

  

  Business Response

  Date: 08/02/2024

  Our Sales Director has been in direct contact with this customer and is in the process of coming to an equitable resolution to the complaint.

  Customer Answer

  Date: 08/05/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:05/16/2024

  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.

  Homeowner loss on 10/05/2023. ******************** wrote out an invoice. We agreed to them doing the work. Gave him a $500 check for the deductible( Wrote that in that in the memo area of the check); telling him we have replacement cost on Home Owner Replacement cost clause on Insurance policy. They have been derelict in their duty to repair our roof, especially after entering into a legal contract with ***** ***** Offer was made, an offer was accepted.

  

  Business Response

  Date: 05/24/2024

  After helping hundreds of homeowners through the process of filing a homeowner's insurance claim, we completely understand how frustrating it can be for a homeowner. Unfortunately, in this case there aren't any additional steps we are able to take in order to further the process along. The signed agreement we have on file is to install a tarp for the amount of $500. We completed that work and were paid in full. The last approved scope of work that we are in possession of indicates the insurance company only approved a small repair in relation to the roof. We did provide an estimate to replace the rear slope in its entirety. If a copy needs to be sent to the insurance carrier directly, in addition to the copy sent to you, we can do that. If you want to proceed with the small roof repair that was approved by the insurance company, we can review that scope to determine if we are able to do the work. If you would like to pay out-of-pocket for the replacement of the rear slope, we can also discuss that. We are happy to help to the extent that we are able. If, however, you are hoping the insurance carrier will approve and pay for a full replacement of the rear slope and you are still fighting for that, there isn't anything else we can do at this time. Please don't hesitate to let us know how else we can assist.

• Initial Complaint

  Date:01/11/2024

  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.

  ************* replaced my roof with a 10 year warranty; after a leak developed well within that timeframe, *************** refused to replace/repair the affected roof. They sent someone out at the end of day who caulked in the dark and said there was nothing else he could do because the roof tiles were placed incorrectly and/or were the wrong material for the original job. After the leaking continued, they are "making a note of it" and "someone will reach out to me."The leak is occuring over a recently renovated master bath and ruining the ceiling.

  

  Business Response

  Date: 02/09/2024

  Good Afternoon, 

   

  I apologize for the delay in the response. I do not generally handle these responses, but I did review the account thoroughly to get you a response. 

   

  ************ replaced ****************** roof in June, 2020. Mr. and ***************** contacted ************ 10/14/2023 for a leak in their bathroom. We followed up and sent a technician to identify the leak on 10/18/2023. The area in question was covered in debris and pine needles at a pitch change between roof lines. *************** build up was thought to have potentially created a dam causing the water to not be able to flow off the roof properly. The technician removed the pine needles and applied caulk around flashings and boots as an initial step to help rule out the debris being a cause of the leak.. ****************** advised the homeowner to contact us if the leak continued so that we could initiate further investigation. The shingles were inspected and were deemed to be installed properly. 

   

  Upon review of the photos from the technician in comparison to the previous documentation and photos we had from 2020, it was discovered that the Grovers had a broan vent installed in the location of the leak after ************ had completed the roof replacement. This would have been installed during the renovation of their bathroom most likely as it is an exhaust vent for a fan. Per our contract, our warranty becomes void if additional work is completed that tampers with our install. In an effort of good faith, we sent our Field Manager back out on 1/30/24 and it was determined that the broan vent that was not installed by us was the most probable cause of the leak. Our field manager replaced the vent and the surrounding shingles and cap. Six shingles and six pieces of cap were used. We did not charge the homeowner for this work and did this at our own expense. The Field Manager advised the homeowner that if another leak occurred, we would take additional steps to help identify the problem as there is no visible area of what else could be causing a leak. Mr. and ***************** has not contacted ****************** since with any concerns. On 2/2/24 an office employee did attempt to call the customers in an effort to make sure the leak had stopped. There was no answer or return call from the Grovers. 

   

  There are many reasons a leak could occur that are not always easily visible or determined right away. ****************** made two trips to identify and resolve and additionally repaired a broan vent at no cost that should have voided the warranty to that area of the roof. 

   

  Please let me know if you have any further questions. I would be happy to provide photos of our findings and repairs, if necessary. Thank you very much.