Complaints

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

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  JMS Exteriors

  3312 Hwy.45 N. Ste.10 Jackson, TN 38305

• 

  JMS Exteriors

  Memphis, TN 38104

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:07/02/2025

  Type:Delivery Issues
  Status:

  UnpursuableMore 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.

  Had a roof placed on my house by this company in 2019 and received a 5 yrs worker warranty and a lifetime manufacturer's certificate. Sometime around May or June 2025, I started seeing water spots in several rooms due to the improper installation of the roof.

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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 a brand new metal roof installed August of 2023 and chose to use *** as they were recommended through my insurance agency. The installers were timely and seemed to know how to do the job until water was pouring into my vent a hood, and all of the vents on the roof were compromised. Also, my back porch has water running in every rain event underneath and will eventually rot out the wood. The other issue is the metal was not installed properly in several places per 2 other roofing contractors. I reached out to the company *** multiple times and they did send someone out to try and correct the issue. The owner (*******) himself came out and ensured me that he would have ***** to come out and correct the issues that he saw himself on the roof. I have not heard anything from them, the phone is disconnected, and I am debating on seeking legal action since my roof is not fixed as they were supposed to have completed. I paid for a Brand ************** and expect a nice brand new roof with the money I spent in both labor and material.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  THIS HAS BEEN A ON GOING WITH THIS COMPANY STARTING 2021 WE GOT A NEW ROOF. AND HAVE BEEN HAVING PROBLEMS EVER SINCE. THE ROOF HAS BEEN LEAKING IN TO SPOTS INSIDE MY HOME. THEY HAVE COME OUT ON DIFFERENT TIME AND NOTHING HAS BEEN FIXED. IT RAINED IN MY 2 UPSTAIRS BEDROOMS DAMAGING MY FUNITURE AND CARPET. I HAVE TRY CONTACTING THE COMPANY AND NO NUMBERS ARE WORKING.I HAVE WENT BY THE COMPANY AND IT IS NO LONGER IN THE SAME PLACE I SENT 7500 TO 8000 DOLLARS ON A NEW ROOF THATS DAMAGED MY HOME AND HEALTH SOMETHING NEEDS TO BE DONE

• Initial Complaint

  Date:11/06/2024

  Type:Product 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 paid a deposit to JMS Restoration in ******* on July 24th for windows. ******* said windows would be installed the week of September 30th. We are now in November and the windows haven't even been ordered.

  Business Response

  Date: 11/22/2024

  The company has been in contact with the customer and is processing a refund check at this time.  Thank You!

  Business Response

  Date: 11/22/2024

  Date Sent: 11/22/2024 9:26:11 AM
  The company has been in contact with the customer and is processing a refund check at this time.  Thank You!

• Initial Complaint

  Date:10/16/2024

  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.

  I paid a $400 deposit for a window replacement. They never came out to do the work. I requested a refund of my deposit, which the owner agreed to. (I do have all email exchanges and receipts) I have not received my refund yet and cannot reach the owner. He does not return emails or phone calls any longer. If they are not going to do the work, I just want my money back. This has been going on months at this point, Disappointed, the owner seemed pleasant, just unable to deliver on services, and now I cannot seem to get my deposit refunded.

  Business Response

  Date: 10/31/2024

  A refund check for $400 will be mailed today with our apologies. 

• Initial Complaint

  Date:05/14/2024

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***********************

  *************** PO Box 594

  **********, TN 38050

  
  

  Business Response

  Date: 06/25/2024

  Hello ****************,

  I will personally come and see you before COB this Friday. I will call in advance. Sorry to hear that you are having this problem. 
  

  Respectfully,

  ******* Dennison 

  Business Response

  Date: 06/27/2024

  I called today 6-27-24 at 11:50 and left a voice mail that I could be at the home by 12:30. Waited in the area for 30 minutes but did not get a call back. Will try again tomorrow. 

• Initial Complaint

  Date:11/14/2023

  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.

  I received a email stating that the check was mailed on Tuesday and to allow a couple of days to receive. 

  Business Response

  Date: 11/15/2023

  Our Office Manager communicated with the customer via email on Monday 11-13-23 relaying to him that the check had been written on 11-07-23, check number ****, and was mailed on 11-09-23 and ask him to watch his mailbox as it should arrive soon.  Our Office Manager emailed the customer again this morning 11-14-23 to see if he had received the check yet and the customer replied that it had not arrived as of yet today. 

  The delay in providing services is due to slowed production turnaround times in the replacement window industry.  At the time of the cancelation, we had just received notice that the windows were going into production meaning we would have had them within days, but the customer was not wanting to wait any longer and requested the refund.  We respected his wishes and processed the refund and immediately called and cancelled the window order. 

  We regret the loss of a good customer and are very certain that the refund check will arrive soon.  It is going to a rural community so that might have some bearing on the time it is taking the check to reach the customer via USPS.  

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20863567
  
  I am rejecting this response because: I received a email stating that the check was mailed on Tuesday and to allow a couple of days to receive. 
  

  
  

  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/29/2023

  We regret the miscommunication as to when the check was mailed.  Our original response is below and stated the check was mailed on Thursday of that week instead of that Tuesday.  Our apologies.  ****************************** Manager communicated with the customer via email on Monday 11-13-23 relaying to him that the check had been written on 11-07-23, check number ****, and was mailed on 11-09-23 and ask him to watch his mailbox as it should arrive soon.
  

  Customer Answer

  Date: 11/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************

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

  *******, ** 38041

  
  

• Initial Complaint

  Date:10/02/2023

  Type:Order 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.

  Good Morning,

   

  Please see attached in reference to the many email communications sent to JMS over the course of two months. Up and to include "kick back" funds regarding my loan. To date I have not been provided any information regarding the Home Improvement cancellation as claimed in the most recent email.

  I have had two bids on this same job in the interim- both contractors have indicated the quality of work lacking. And quotes to fix are in the $11k range.

  The person sent for the gutters was shown the area of the roof with damage, and had to ask what he was supposed to be measuring. Then proceeded to tell me what a gutter was. Upon viewing photos prior to damage to the house causing repair- there was no gutter previously. The gutters presently in place are not damaged and do not require repair. This was a subcontract situation as well- JMS (******* Dennison) told me they did not have someone employed that could do the work.Additionally, this person showed up to my home unannounced, interrupting my work meetings.

  FCC case was opened by Mosaic, as required in circumstances of *******************

  As per emails provided - JMS has lashed out and placed blame unnecessarily, while still refusing to adjust invoices for material and work given vs. material and work not provided.

   

  Thank you.
  

   

  Business Response

  Date: 10/05/2023

  This is a very unfortunate situation.  We feel that we are losing a good friend due to errors, mistakes and miscommunications. JMS has canceled all transactions associated with this project and has zeroed out the client's balance, gifting the family the materials and labor for the work that has been done. 
  

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20687224
  
  I am rejecting this response because:

  I have received zero communication related to this claim of a zeroed balance. Previous claims made by  this company were that Mosaic funds would be returned. As  of 10/5/2023, no funds have been returned to the home improvement company and no communication has been recieved from JMS to Mosaic since my complaint on 8.21.23. Requiring our family to still be liable for the full amount plus interest. I have requested itemized invoices to be provided and reflect this supposed resolution, as well as documentation that shows the cancellation of loan to Mosaic indicating the full $20,000 has been returned. Should the materials/labor be truly gifted- that would also mean amount of $8550 would be returned- this has also not been provided.

  Should the company determine this is their proposed resolution and provide all of the above- I am in agreeance; however this company has yet to make good on any promises made up and to include work proposed and started.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/16/2023

  On 10.6.23 the installer/project ******** Mr. ******************** emailed stating the invoices were zeroed and they would be returning all funds paid to them for material and install. They had also reported cancelling the loan.

  10.9.23 an email from ****** was received stating the installer had requested cancellation.

  10.10.23 I responded to Mr. ******************** via email, my spouse would pick up the check. He responded on Oct 10th at 120pm - we would be notified when the check was ready for pick up.

  10.11.23 We received an email from Mosaic with "Loan Cancellation Advice" stating the installer had reported we wanted to cancel the loan and it was in process but would not be closed until November.

  10.12.23 Email from Mosaic reminding our full payment was due for the monthly installment out of at $20000 loan. (despite multiple email requests for them to adjust the loan to only the $6k) Any other funds released was not authorized by us as the job had not started, and was not complete at the time of issuance.

  10.13.23 Mr. ********************, JMS/Installer communicated via email the check would be ready for pick up on Monday, 10/16/23. And that they hoped with the check the BBB complaint would be closed and I would consider removing the ****** review. In response I agreed to remove the ****** review once the personal funds had been returned, but would not report a BBB resolve until the loan with Mosaic was also fully closed. Per the BBB site, this company has had over 200 complaints with the same type of treatment and backdoor dealings with other consumers. I was told I would be getting a call from Mosaic, which I did- and their information was sent to the installer. ****** claims a two week turn around time for loan cancellation, and ***** days return on any funds paid to them. Despite the loan being cancelled were were still obligated to keep paying them in full installment until the loan was completely closed or they would report to the Credit bureaus. Installer reports they requested cancel on 9/21 - but did not get confirmation until ****. Two weeks from date of acknowledgement would be 10/17/23.
  

  10.16.23 11:30a, ******* my husband attempted to locate the office and was sent to a grave site. He looked up the phone number on the website ************ and reached Mr. ********************. ******* was told they were not ready for him to pick anything up yet, they expected him after work. He told them he does not get off until 6pm. They claimed they were attempting to gain more concrete proof of loan cancellation and would text ******* when the check was ready. When ******* told him he was unable to find their office, he was told they were located in the Self Storage building next to the grave yard GPS had directed him to. No signage for JMS Restoration/Roofing was noted.
  

   

  Business Response

  Date: 10/18/2023

  It can be hard to find us but we do occupy four suites at this address and have since 2017.  The owner of our building, our landlord, also owns the **Haul and storage unit businesses that our business shares a driveway and parking lot with.  Our office is next to and within 40 yards of ************************* established back in the mid-sixties. 

  With agreed understandings between the consumer and our company we fill that the issue has been resolved for the moment.  A refund has been given and all available supporting documentation has been provided with more to come as it becomes available to us.  

  Thank You!

   

   

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20687224
  
  I am rejecting this response because:

  The loan with Mosaic still remains open. Since JMS collected these funds in full, I am not able to state this is closed as they have not returned the funds. The company (Mosaic) claims the closure process is a long one, and with each call something different is relayed about the timeliness of closure.

  As of *****- ****** a Team Lead at Mosaic states "they cannot give an exact time frame for closure. The account is on hold for non payment, and we would owe until it was cancelled". Last week I was told TWO weeks from cancellation initiated. JMS claims they acknowledged on Oct 4- ****** says Oct 5th.
  

  Since August 21st we have requested that JMS return the full $14k in funds (as provided in previous attached correspondence) so that the loan would be adjusted. Despite promising to do so, they did not. Since Mid September at the close of business and further work we have requested all $20k be paid back to Mosaic and provide proof/confirmation of doing so. ****** claims the process with the installer to collect funds is under separate terms, and will not be collecting all at once; however they are still harassing us for payment and threatening collections.

  JMS did release personal funds paid directly to them which was a mixture of personal and insurance claim funds, it is still pending the bank to clear. In good faith, as promised- I have removed the ****** review entirely. And will not close this complaint until the Mosaic account is closed. JMS accepted those funds and had ample time for material delivery. JMS falsely reported a job complete that was not started. All funds received by Mosaic in ********************************* name should be returned.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/01/2023

  Hello and thank you for affording me this opportunity to offer additional information regarding this complaint.  I am really hesitant to add any more to the response as when I do it just triggers more negativity, and it might prompt the complainant to re-post a very negative ****** review. 

  I will say that we not only gave them the money back for the work not complete but all, every dollar, they spent with that translating into services rendered for free.  

  We have had loan cancelations before, people change their mind or their situation changes. 

  We canceled the loan immediately, but we have no control over how fast the finance company acts that.  We all got the same email on 10-11-23 acknowledging the cancellation and was informed it would cycle through in November.  Giving all the moneys back to all parties, apologizing and take all responsibility; what more can we do?  

  Thank you for reading this.  Any comments for recommendations would be appreciated.  

  JMS

   

  Business Response

  Date: 11/02/2023

  Date Sent: 11/1/2023 4:00:17 PM
  

  Hello and thank you for affording me this opportunity to offer additional information regarding this complaint.  I am really hesitant to add any more to the response as when I do it just triggers more negativity, and it might prompt the complainant to re-post a very negative ****** review. 

  I will say that we not only gave them the money back for the work not complete but all, every dollar, they spent with that translating into services rendered for free.  

  We have had loan cancelations before, people change their mind or their situation changes. 

  We canceled the loan immediately, but we have no control over how fast the finance company acts that.  We all got the same email on 10-11-23 acknowledging the cancellation and was informed it would cycle through in November.  Giving all the moneys back to all parties, apologizing and take all responsibility; what more can we do?  

  Thank you for reading this.  Any comments for recommendations would be appreciated.  

  JMS

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20687224
  
  I am rejecting this response because:

  The loan (full amount) continues to be outstanding. JMS Restoration could have this loan closed out by paying all funds they received from Mosaic in our name back to them opposed to the "back door" methods being used. Additional complaints have been filed against Mosaic, *******, and with the *****

  While our personal funds paid to JMS have been reimbursed and invoices zeroed, the responsibility owed of the full $20,000 was collected by JMS from Mosaic on behalf of *****************************. Those funds have not yet been returned, and therefore any "compensative" material is withstanding until the loan is closed and cancelled. I just received email from Mosaic stating "closure" is now not expected until December (undisclosed date). Meanwhile, we are expected to continue making monthly payments or risk being reported negatively to the credit bureaus.

  As agreed to, the ****** review was removed entirely the day we received our personal funds.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/17/2022

  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.

   
  Complaint: 17728434
  
  I am rejecting this response because: Yes they have been back and attempted to finish. ******* himself has been here and we have gone over what needed to be done to complete the issues. Apparently the issues myself and ******* agree upon are not told to the crew. Not one single time in the five months this has been going on has a crew manager that speaks English been here while work was being performed. As far as trying to reach me, JMS nor ******* (the owner) have contacted me. I have zero missed calls and no texts or emails. Yes, I did ask Mr *** not to show up unannounced because I wanted to be here when work was being performed. It's now been 5 months since the project began with no sense of concern on behalf of the company. As stated previously, when problems began to arise I requested at least five times for ******* to contact me and he didn't. This entire situation could have been avoided. But the total lack of communication on the part of ******* and his staff have made it impossible. He stated that I knew their intentions. He can not possibly know I'm thinking. He's assuming. I am not satisfied with his response because it's to generic and reads almost exactly like what's on his website. Speaking of website. He didn't respond to the fact that he removed my negative review on his website so that he could maintain a 5 star status. To me that is dishonest and shows toward their character. The last contact of any kind with ******* was on August 3rd when he asked me not to contact the BBB. 
  
  Sincerely,
  
  ********************* was to done to complete this now in the third month. A project that should have taken maybe 5 days. ******* saw rotten wood not replaced and wanted to patch it. Not acceptable. A few weeks later the same crew without ***** (crew manager) came, with their 5 year old child, worked, and still didn't replace what was agreed upon. Now on 7/27 I was told a new crew Mgr would take over. He would be here on 8/2. Received a call today 8/17 saying he will be here 8/19. We are now over 4 months and the project is not completed. The crew didn't speak English, ***** was the translator, but was never here. The crew cleaned their paint equipment in my yard killing the grass. ******* went so far to have A different sales person come and inspect and he agreed the work wasn't complete. All the communication as been initiated by myself. I based a portion of my decision on who to hire on their reviews. But now I know they pick and choose which to make public. I can share any correspondence I have.

  Business Response

  Date: 09/12/2022

  JMS is committed to taking care of our customers.  We have made several attempts to finish this project to the homeowners satisfaction.  Our crew has been ask not to just show up so of late we have been calling to set up a return visit but our calls have not been answered. The homeowner knows that we want o make this right as I have told him that many times and we have been back multiple times to try and satisfy his compliant.  I have a crew that is based in the ******* area that is ready to come at any time to work with our customer to make sure we get him to a point that he is totally satisfied.  Thank You!

  Business Response

  Date: 09/12/2022

  Hello *****,

  The guys based in ******* know what you want done and what needs to be done to complete your project.  I would appreciate the opportunity to send them this week while we have good weather.  If you will allow us to come this week I will be on site the entire time that they are there to make sure you are completely satisfied with the work.  If you will be so kind to allow this to happen I would greatly appreciate it.  

  Thank You,

   

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17728434
  
  I am rejecting this response because: Yes they have been back and attempted to finish. ******* himself has been here and we have gone over what needed to be done to complete the issues. Apparently the issues myself and ******* agree upon are not told to the crew. Not one single time in the five months this has been going on has a crew manager that speaks English been here while work was being performed. As far as trying to reach me, JMS nor ******* (the owner) have contacted me. I have zero missed calls and no texts or emails. Yes, I did ask Mr *** not to show up unannounced because I wanted to be here when work was being performed. It's now been 5 months since the project began with no sense of concern on behalf of the company. As stated previously, when problems began to arise I requested at least five times for ******* to contact me and he didn't. This entire situation could have been avoided. But the total lack of communication on the part of ******* and his staff have made it impossible. He stated that I knew their intentions. He can not possibly know I'm thinking. He's assuming. I am not satisfied with his response because it's to generic and reads almost exactly like what's on his website. Speaking of website. He didn't respond to the fact that he removed my negative review on his website so that he could maintain a 5 star status. To me that is dishonest and shows toward their character. The last contact of any kind with ******* was on August 3rd when he asked me not to contact the BBB. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/13/2022

  Hello *****,

  My response to you was generic because I didn't want to use your name in what might be a public forum.  I can have them out there with a days notice and they can do what you and I agreed to in one day.  I am willing to do that and wave the balance owed on the project.  We would like very much to satisfy you and allow you to put this to rest.  

  Thank You!

  Customer Answer

  Date: 09/29/2022

   
  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,
  
  *********************