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:05/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The transaction date was November 4th 2024. The amount of money paid was $8,237.67 on November 4th 2024 as 33% of the total cost of $24,713.00. Another $8,237.67 was paid on December 31st 2024. With a remaining $8,237.67 as finale payment due within 24 hours of completion. The old deck was removed and the foundation of the deck was was done. The flooring rails deck and gates have not been done. We have not had any communication numerous weeks. Our calls have went unanswered with no response to messages left. text and emails unanswered as well. We made trips to the business office during business hours and no one was there. It has been a total disconnection.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contracted with Jaguar Exterior Builders to build a deck. When work began on July 30, the subcontractor, C****, indicated that that the contracted project might not be possible because the soil cannot safely support a deck because of construction debris buried in the yard. (I wasn't informed that a sub would be used.)
  
  The business owner, Jay, ordered framing materials after C**** informed him of the soil conditions, and before the support holes had been inspected. The materials were delivered after I said I did not want them on my property until the holes had been inspected and approved. The city inspector a soil engineer agreed that the soil is not stable enough to support a deck, and the holes were not approved for the build. The business owner retained my deposit, and he left my property in unacceptable condition and with unwanted building materials in my way 40+ days.
  
  Although J** made the mistake of ordering the materials before confirming that the project could be completed, I offered to make use of some of the materials on a project that meets or exceeds his $5,000 and includes steps down the hill. I requested his input multiple times to come up with an alternate plan, but he did not engage helpfully in the conversation, finally saying that the materials ordered for a large deck were “useless” for building a smaller deck and ignoring additional attempted communication.
  
  I want my deposit refunded, minus $469 for the permit application and $150 for two manhours of labor. The subcontractor, with 20 years of deck building experience, and his helper should have stopped working after discovering the soil conditions, yet they spent three or more hours digging six useless holes in my yard. I’ll pay for the time they spent discovering the problem, but not for the time they wasted making conditions even more dangerous. I am requesting a refund of $3,058. I also want the framing materials removed from my property at Jaguar Exterior Builders’ expense.

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 received a quote/bid for a deck in our backyard from Jaguar Exterior Builders, LLC's owner Jay R******. The owner gave us a rendering of what the deck would look like and gave us a sample of the composite deck material. The owner requested 1/3 of the total cost ($1963.33) prior to the start of the project, another 1/3 ($2363.33) when the work would be started and the final 1/3 when the work was completed. The work was scheduled to begin on 10/18/22 and completed 10/21/22. The first 2 payments, total of $4326.66, were electronically sent to Jay R******. The 2nd payment increased due to changing the deck size from 16x16 to 16x18. Jay R****** was agreeable to change the deck size prior to installing the composite decking because he had time to make the necessary changes to the original order. The subcontractors began the work and the deck didn't look like the rendering that was provided. The deck was not built to code, the deck covered an egress window, the owner didn't get the required permits before the work began, the deck wasn't level, the deck material that my first payment purchased was too short for the deck that was built. The subcontractors dug random holes in our yard to make a heating fire for themselves, another that was used as an ashtray and others they just said "oops". We stopped the work and requested that Jay R****** secure the required permits, that should have been secured by Jay R****** prior to the work starting, and restructure the deck to code. We asked for this to be completed within 11 business days so the work could resume. Jay R****** agreed but he wanted us to pay for the permits. When it came to the point where we couldn't agree, we requested a full refund. Jay R****** replied that he would work with his attorney and would issue a refund. The 11 business days timeline ended on 11/4/22 and we haven't heard from him despite our efforts and haven't received a refund. The majority of our communication is documented in text.

  Business Response

  Date: 11/18/2022

  A check will be cut back to customer from deposit, subtracting all materials in customers possession and demolition work of old deck and debris removal.  No charge for 3 days of labor will be subtracted. Documentation and receipts copies will be provided along with the check for remaining balance. Paperwork has been mailed and customer will receive within the week. 

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  -the deck wasn't built to code and will need to be torn down because of that

  -an independent inspection was done that revealed many violations such as the deck frame, per code, should be 2x10's and 2x4s were used for joist support framing; the beams have 1 notched beams into the post and the other is carriage bolted to the face; the beam furthest from the house isn't level; the footers were not placed at the proper depth below ground and were not supported/filled back in, with concrete

  -no materials were left on site except what is attached to the house

  -the composite material left was not what was ordered and I'm told that what was left was a cheaper version of what was to be installed

  -the deck will need to be torn down because this company failed to obtain the necessary permits requiring us to insist on work stoppage and it wasn't built to code so he is more than welcome to come and collect all of the material that I purchased

  -the sub contractors damaged our backyard with creating there own firepit in our yard, way too close to the house and dug unnecessary holes throughout our backyard that renders our backyard unusable until they are filled in

  -the subcontractors were not there for 3 days.  The owner explained that one of them had a dentist/MD appointment and wouldn't be working at our home.  We attempted to reach our to the owner the week of the installation and he would state "they were coming" or ignore our calls.

  The resolution from the owner isn't well supported and we request a full refund of what was paid to him.  He has had a similar complaint listed on BBB website that seemed to take an extended about of time to resolve.  It would appear that this is a pattern of behavior for this company.

  
  Regards,
  
  
  
  ******* ***** *******
  
  

  Business Response

  Date: 11/29/2022

  We will be happy to refund the additional balance for lumber if a certified letter from the ******** County building inspector can be provided showing that 2x10 lumber was required for her dad to meet code. The product was provided to the customer and left at the home and a check for the difference was cut to them. We have been in business for 3 years and have 277 customers and only one unresolved complaint through BBB, that ratio is far above industry standards.  I will also attach the copy of receipts showing that the materials were ordered exactly as it was on her contract and unfortunately there are a lot of false statements on the previous complaint and I'd be happy to resolve in court if necessary.

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ***** *******
  

  Customer Answer

  Date: 12/12/2022

  ****,
  
  Here are the documents that we discussed.  I have highlighted applicable information in each document.  The Building Code document discusses penalties related to failure to obtain a permit, work stoppage requirements, and required inspection prior to starting the work.  The Planning and Development document discusses the fees required to obtain the permit and inspection as well as penalties to be paid if proper permit and inspection are not obtained prior to the start of the project.  The third document, Residential Decks etc, speaks to ******** County's requirement in order to build residential decks.  Included in the document is a copy of the initial draft of the contract that was given to me by Jaquar Deck and Fences. I was told by Jay R****** that this was the initial document and I would receive a copy of the final completed contract, which I haven't to date.  The contract has a statement that reflects a permit obtained for both ******** County and Colerain Twp.  This document was typed in by Jaquar Deck and Fences.  The Building Code document requires that the design of the deck, plot, and survey be obtained and to be included with the permit application.  Jaguar Deck and Fences provided me with a copy of those documents prior to the work being started.  If the company's initial contract indicated that they would obtain the permit and had provided me with copies of the required documents for the permit, why would I, as the homeowner, think that the permit hadn't been obtained.  
  
  As the homeowner, I am not familiar with what is required to build a deck and relied on Jaguar Deck and Fences, that builds decks and fences, to build according to the county and township requirements.  Jaguar Deck and Fences reported that they have served 277 clients which implies that they are well versed in the requirements to build decks and fences since that is what they do.  As a nurse practitioner, I wouldn't expect my patients to have the same level of knowledge as I do because they may not have the extensive training in medicine and expertise as I do so why would I be expected to know about codes, decks and permits.
  
  In good faith, I am willing to accept the refund that was offered by Jaguar Deck and Fences with the additional funds for the Veranda composite decking minus the outside delivery fee of $79.00 for a total refund of $2,886.93 ($1,119.20 + $125.88+ 74.96+$1,566.89), leaving me at a loss of $1,439.75 from what I paid. I have contacted **** ***** Pro Desk at the ******** *** location and have been told that the Veranda composite decking can be returned within 90days.   I will pay for the decking to be returned to the location where it was purchased.  Utilizing the purchase order provided by Jaguar Deck and Fences, documented as PO/Job name payne, the returned funds will be applied back to Jaguar Exterior Builders account, payment method **** ****. It was also brought to my attention that the ******* receipt provided by Jaguar Deck and Fences is for another client, po# chambers, as documented on the lower portion of the receipt.  Due to the limitations in scheduling the building inspector and despite the fact that we have to pay another contractor to tear down the deck, I am not requesting a refund for the lumber from ***** or ******** from **** *****.  Again I question whether the lumber listed in the ***** receipt was for my deck as this receipt also lists another customer's name, customer code: ***.  
  
  While this has been a grueling process with outright negligence on the part of Jaguar Deck and Fences, I will not make passive threats of going to court.  I think my request is fair, in good faith and will hopefully be accepted so we both can move on.
  
  Respectfully,
  
  ******* ***** *******