Complaints

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• Initial Complaint

  Date:01/30/2025

  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.

  J Marshall Custom Builders LLC/******* ****** was hired for renovation, was told by ******** realtor that the bid was inflated to cover an ******************* else that may come up during renovation. It took company 2mos to start. They received >$34k, requesting another $10k, refusing to release funds for ****. Was quoted 6k for flooring, cost 9k, floor trim not included/completed. Was charged >9k for 11 windows/3 window panes/framing not completed. Kitchen cabinets installed w/no counterstops, wall cabinets hung but not secured to wall & wobbly, hired someone to fix them, were hung by concrete screws, not secured to the studs, told cabinets are custom built, but are from ******, was charged >5k for 9 cabinets, no countertops. Bathroom vanity installed, cracked base, pipes were not secure, water leaked & now molding. Billed for plumbing issues, instead the cold water to tub was cutoff not fixing leak & trying to collect money. Building permit not obtained for addition until requested twice by finance company, no permit for digging main water line to residence. Contractor led me to believe HVAC system would cost $8k for entire home, only upstairs (3 beds/bath) leaving kitchen/dining/living room w/no HVAC, rest of house minisplits, $7k. Siding done, only completed on framed portions of wall, exposed cinderblocks, finance company informed had to be covered per *** guidelines, costing more to complete. Was told by ******** that contractor had told them she planned on exiting contract before work was completed. Ms. ****** tried to collect an additional $5k from the contingency funds for framing addition after had initially said the inflated cost would cover framing to enclose carport to make master bedroom, she stated funds would cover addition/enclosure/framing walls for closet/bathroom, wasn't sure on finishing bathroom due to lack of funds to cover plumbing/interior walls. Repeatedly asked for itemized invoice for materials/labor, been ignored, yet to receive.

  

  Business Response

  Date: 02/07/2025

  Dear Miss ******* ,

  We have received a total amount of roughly >38,000 from your renovation contract. Which has covered permits, demolition of interior , demolition of exterior sidings, removal of swimming pool, Installation of new vinyl siding entire house, framing garage , installation of ***** sq ft lvp flooring, rough framing and installation of new windows & replacement windows, kitchen cabinets installed and purchased from NKBC concord location, installed 3 toilets , one vanity, new hot water heater: expansion tank, replacement of main water line approximately 230 , installed new slider door, ceiling drywall popcorn removed from entire house , ceilings new slick finished and painted, electrical can lights installed, ceiling fans installed, new hvac system installed after you the customer requesting a traditional system documented by the technician. We entered the contract with agreements that we would complete a master bedroom where your carport is located after the hud renovation requirements were completed. At that time you would be able to contact your lender and request a change order to obtain a schedule draw system for your bedroom. You moved yourself and your children into an unconventional environment / hud renovation refused work on certain days due to your work schedule, released us as your contractor, hired another ********* to work behind us  unlicensed , refuse to complete our exit draw and communication with your lender, so at that point we cancelled our permit and I am assuming the reason for this 6 month delayed complaint you have realized or was contacted by our attorney for resolution of the remaining balance you owe myself and the hvac company. Which is under 25k or the Building inspector has followed up on the cancellation of the permit. Either way we would like to be payed for the work we have completed. All receipts and agreements will be provided if you will agree to arbitration court. 
  
  

  Customer Answer

  Date: 02/07/2025

  Not sure about attorney, have not received any correspondence from lawyer on her end. Demolition of siding, performed by different contractor that wanted wood siding for a barn, they took siding down, no fee, the rest of the old siding covered by new siding. Master bedroom, I stated would not hire/ purchase house if this could not be done, permits not initiated until repeated requests from loan company. Flooring installed from different contractor, was quoted $6k, charged $9k, flooring for stairs not included, no trim/molding installed. Yes, moved in after waiting 2mths for work to begin, after repeatedly expressing that I couldn't afford rent & house payment, only days I could not accommodate was Fri/Sat/***, but subcontractors would take other jobs, not returning weeks at a time,because I asked not to work Fri-Sun. I've repeatedly asked for itemized list materials & labor, but denied. I did hire someone to finish unframed windows & lose cabinets that where installed by her contractors. Electrician left several exposed outlets, hanging out of walls, near water source, have pictures. Bathroom vanity, cracked during installation, water leak on it after not checking to make sure pipes were fitted correctly & has mold. Requested traditional heating source & led to believe it was 8k, inspector/loan officer questioned that, because you sent them a quote for 8k, then that changed when the **** company came to install. Poor quality work, over priced and if it's not, why not release itemized list for materials and labor?$38k seems sufficient since repairs will need to be done her work & lack of.

  

  Business Response

  Date: 02/15/2025

  Attached is the contract agreement, the 2 draws we did receive, the hvac invoice, and our final bill that does not include our holdbacks. The hvac was quoted with mini split system, however the homeowner requested a traditional unit on the upper level instead of the mini split units. We started the job and pulled the permits after the actual closing of her loan; we do not pull a permit until the loans are closed. The person removing the siding did not finish due to several bee stings, we removed the remaining siding across the whole back home ************ that were placed inside the carport area are stock size new construction from lowes, windows in the bedrooms are replacement windows from lowes, picture window and transom were custom order from a window supplier,glass replacements were custom made from all glass.  The vanity,electrical, and toilets were installed the electrician, and the plumber never had a chance to return we received a text message by ***** stating not to return to the job site she was going to hire another contractor. We have all receipts and will provide them upon Arbitration, we simply want to be paid for the work we completed. The lender has suggested we move forward with the process and informed us that no draws can be completed until we obtain an inspection exit per the hud inspector. The inspection was attempted but not permitted by the homeowner on the second exit inspection.  The exit inspection was requested performed and disputed by us due to pictures in the report of work that was not performed by us, with our permit active. When we requested the second exit inspection the inspector was denied access.  The county Chief Inspector was notified, and our permit was withdrawn from the job.I am not sure to exactly what you want other than receipts, which we will provide if we can agree to final inspection and the 3rd draw request for payment of work we have completed.