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Jackson Custom Homes & Remodeling LLC

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Jackson Custom Homes & Remodeling LLC Reviews (1)

Initial Business Response /* (1000, 5, 2016/01/26) */
Contact Name and Title: [redacted]/Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@jacksonnewhomes.com
In over thirty years in this business, we have never encountered customers such as these. As stated, we were hired to...

practically gut and re-do the interior of a home they had purchased. They were living in another home and wanted the work completed before they moved in. Just as we began working on the new house, they ended up selling and closing on their existing home and insisted on moving into the new one while we were completing the work (against all protests from us). St. Louis County would not issue an occupancy permit since the interior was completely torn apart, but they deceived the County, moved in and avoided being around whenever the inspectors would be scheduled. They had two small children that they allowed to play on the construction site all day against all warnings and protests from our company.
During the project, the homeowner's wife began to follow our crew around all day, every day. She would yell and even harass our employees to work faster. She began to pressure and direct them to add numerous items that were not a part of the contract. Our men would come back from the job every day and ask to not have to go back. It was a very unstable household and they were definitely not comfortable around the wife. The husband was always very complimentary to us and apologetic for his wife saying that she was just on edge because they were living there while the work was going on. Even our sub-contractors were uncomfortable with the environment and questioned whether they should remain on this job.
The project itself was a big success. The updates were amazing. The customers even added a great room to the back of their house since things were looking so good. They talked about posting pictures of the final product when we finished. We have numerous e-mails from Mr. [redacted] complimenting the project and how good it was looking (we have hard copies, if needed). If they were unhappy with our work, we don't believe that they would have taken on more projects while we were there. The extras, however, that the wife was adding while walking behind and directing our workers to do began to add up. During construction, we forwarded a total of eight change orders to them along with updated statements showing how much their contract price was up to. Four change orders were signed and paid for; but, apparently the funds started to dry up because after that, the homeowner kept putting off signing and paying for the other four even though they had copies forwarded to them all along the way - all of which they promised to pay. That should have been a red flag and we should have shut the project down at that point; but that would have left the family in an uninhabitable and dangerous home and we couldn't, in good conscience, do that to a customer. We definitely learned our lesson though.
Shortly before completion, we received two very complementary e-mails from the husband thanking us for how beautiful their new home was, that it was "timeless", "high-end", that they had "been receiving a lot of compliments" and they couldn't wait to raise their children and grow old there (hard copies to follow). After requesting our final payment, they quit communicating with us except thru e-mails. They insisted on their punch list being completed and kept putting off efforts to meet over their numerous extras. Eventually, they agreed to pay a portion of the costs, but shorted us approximately $20,000.00. We agreed to accept their payment as final and not pursue any legal action against them. At that time, they also took a total of $8,330.00 in credits that they requested for any unfinished items since they said they did not want us to come back. These are the items listed in their complaint to the Revdex.com, but we have their correspondence requesting these credits and that they accepted those items "as is" (hard copies to follow with back-up paperwork).
Six months after their "final" payment, right before Christmas, we began to receive e-mails and phone calls from the customers stating that they were unhappy with several of their cabinets in their kitchen and bookcases. We were dumbfounded that someone who had shorted us out of $20,000.00 would request warranty work. However, in order to keep a past client happy, instead of just repairing the ones that had any cracks, we replaced ALL of the cabinet doors in the kitchen, master bathroom and on their bookcases to ensure they would all match and that there would be no more issues. Then these customers had the audacity to ask that we pay them $23,000.00 for their trouble. They threatened to go to social media and the Revdex.com to blast our name unless we paid them the money.
We pride ourselves on our good name and have kept the Jackson name and a wonderful reputation for over thirty years, but this company will NEVER bow down to anyone who would try to use blackmail as a way to obtain money. We refused to pay these customers their money and decided to wait to tell our side of the story once they went through with the horrible tactics that they warned they would do if we didn't pay them.
We have completed over seventy remodeling projects this year alone with many letters to Angie's List who have also complimented us as being the highest rated remodeler in the St. Louis area.
SHAME ON THEM! There are way too many good people out there that we have had the pleasure of working with. We love what we do and we look forward to establishing many new positive relationships in the future.

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Address: 5378 Westwood Dr, Saint Charles, Missouri, United States, 63304-7657

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