Complaints

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• Initial Complaint

  Date:27/06/2025

  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.

  Deck repair scheduled for June 23, 2025. ******* found he needed a different size pipe which he did not have . He did not offer to obtain pipe or return later. Together we rescheduled his return on June 26 at 8:30 a.m. Waited all morning but no one showed or called. Finally called company after wasting my morning waiting. Scheduler only stated nothing was rescheduled & they had other jobs pending, He offered no resolution & only apologized 10 minutes later. Have no estimate when work will be completed or assurance they will contact me at earliest possibility. Extremely poor costumer service.

  

  Business Response

  Date: 27/06/2025

  Thank you for sharing your concerns, and we’re truly sorry for the frustration this experience has caused. We recognize how important clear communication and reliability are, and we regret the confusion and inconvenience that occurred.
  When our installer arrived on June 23 to begin work, he discovered that the existing drain plumbing on the deck was not compatible with our system. This required additional planning and materials that were not immediately available. Given the specific location of the deck—directly over a living space—and the current stretch of unsettled weather, we’re being especially cautious to avoid any risk of water damage. As you can imagine, the job requires at least two consecutive days of dry weather to complete safely and effectively.
  We understand there was discussion on-site about the possibility of returning on June 26th, and we apologize if that created the impression of a confirmed appointment. At the time, we were closely monitoring both logistics and the evolving weather conditions, which unfortunately haven’t been favorable.
  That said, we absolutely should have communicated more clearly and kept you in the loop. The missed appointment and lack of proactive outreach on June 26 are unacceptable, and we take full responsibility for that lapse.
  Please rest assured that your job remains a priority for us. We’re continuing to track the forecast and will be reaching out promptly when the conditions align to proceed safely.
  Thank you again for your patience—we’re committed to making this right.

  Customer Answer

  Date: 27/06/2025

  I appreciate the business acknowledging my concerns and their oversight in not cancelling the agreed appointment time. Hopefully communication between workmen & scheduler & homeowners will improve. I prefer to keep this open until the repairs are completed satisfactorily.

  Thank you.