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Business Profile

Design Contractors

Jackson Custom Homes & Remodeling LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Design Contractors.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/08/2023

    Type:Order Issues
    Status:
    Unanswered
    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 the owner in June 2022 to finish our basement. It is now almost a year later and the basement is not complete. We don't have any cabinets, bar, shower, or bathroom. We have gone weeks or months without any work being done and when someone does show up he's by himself. I have left messages but he does not return them. We are repeat customers and we would expect better customer service than what we are getting.

  • Initial Complaint

    Date:04/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 hired Frank Jackson from Jackson Custom Homes and Remodeling LLC to replace my deck last spring. Not only did it take him a lot longer (7 months) than projected to build the deck, his team also did horrible craftsmanship, as you can see from the pictures. I have called him numerous times to replace the post and handrail that were cut unevenly. He agreed to do it but has never showed up to fix the problem. I would like him to replace the deck post and railing.

  • Initial Complaint

    Date:02/10/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 hired them on June 21, 2022 to remodel our kitchen. We paid 50% which was $14,670.00. After a few months he gave me a verbal start date of August 6, 2022 but he didn't show up or call. I contacted him again and he gave me another start date of Sept 12th and once again he didn't show up or call. It was November before he started tearing out.He removed the soffit, header, floors, cabinets and window. The subcontractor told us that we had a load bearing beam and he told ***** but ***** didn't contact us we instead contacted him. We didn't want to remove the beam and he agreed to order new upper cabinets. In Dec both ***** and **** said all cabinets were in. We paid him $7,335. And all of the cabinets weren't there. I've called him repeatedly to get this resolved. The other items that need to be finished are the spice cabinet. Which has no shelving with empty box with door opening of 12''which is unusable. Unfinished pantry with no shelving. Finish electrical, install upper cabinets over sink, trash bin, granite and plumbing. My husband is a disabled veteran on a walker and this has been very hard on him. Thank you for any help in getting this issue resolved immediately.

    Business Response

    Date: 03/05/2023

    We apologize that this customer feels this way at this point.  There have been several setbacks and delays due to our company's and our sub-contractors lack of manpower along with several delays actually caused by the customers themselves.  The City of Florissant took over eight weeks to issue a permit on this kitchen project.  The customers did not make their selections in a timely manner.  The customers made us cancel sub-contractors because they felt that they new a better sequence to follow on their project.  What they did not understand was that once you delay a subcontractor's schedule on your project, you are then pushed back to the end of that sub-contractors schedule since they have other jobs in their pipeline.  After forty years in this industry we are very confident in our projects "critical path" of who to schedule at a project and when.  These customers didn't agree in the order of who was coming to their home and when and this has caused many delays.  They mention the money that they have paid, but nothing has swayed from the payment terms on the original contract.  We have never asked for anything more.  

    Again, we are very sorry that the project is taking so long, but we have every intention of finishing this job and providing these customers with a beautiful new kitchen.  Our suggestion is that they grant us the opportunity for us to complete it in the most effective way possible.

    Customer Answer

    Date: 03/08/2023

    Complaint: ********



    I am rejecting this response because:We are not the cause of the delays. The biggest delays was caused by ***** and his mismanagement. The city of Florissant will issue a permit when it is paid for. It took him 8 weeks to pay for it. The contract was signed June 2022. I made all the design decisions in July. ***** started the work in November. That isn't timely to me. The only subcontractor stoppage by me was the granite. And that was because he installed the wrong cabinet. He was supposed to replace it with a lazy susan and he put in an empty box with small door. As of today I haven't received the lazy susan or the cabinet over the over. For a company that has been in business as long as they have been they have the communication and scheduling is awful. I want him to complete our kitchen but not whit shortcuts.








    Sincerely,



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

Jackson Custom Homes & Remodeling LLC is NOT a BBB Accredited Business.

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