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:19/05/2023

  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 contacted Assiniboine in Sept 2021 about ripping out and replacing a deck, doing some stonework, installing sod, adding a gates and fixing an existing gate.I received the initial estimate of approx. ******* in Oct 2021 and paid the 50% deposit a few days later. The project was completed in Nov 2021 and once I looked it over, I received the final invoice several days later and paid the balance within days but held back ***** until I was convinced the sod would live through the winter. It does and in early spring 2022 I receive an invoice for the last ***** which is paid immediately.A few weeks pass and I notice that the gate is not hanging straight because the support post is warped. I contact *********** and they send the project manager out to look and he presumably fixes it but the warping only gets worse. The attached pictures really don't show how bad the warping is so I suggest they send someone out to take a look but no one shows up.We do the back and forth emails and texts and still no one shows up so in Sept ******************************************************************************************************************************************************* April. I hear nothing again and finally after many phone, email and text exchanges, they assign someone new in May 2023 who promises to come over 2 weeks ago but has completely ghosted me. They have had 1 1/2 years to fix the problem but have failed to do so.Ultimately, what I want to see is my back gate rebuilt completely with new wood and a new post. It should also swing out and not inwards and be finished according to what Assiniboine advertises on their website and through *********

  Customer Answer

  Date: 19/05/2023

  Please see attached pictures of the gate.  It will not open all the way due to warping of the supporting post which also causes misalignment of on of the latches.  Due to the bottom of the gate being unable to open fully, the bottom of the gate has also become rough.

  The hinges are also insufficient in holding the weight of the gate up.

  Business Response

  Date: 19/06/2023

  Hi *****,
  
  
  We looked through our records and confirmed that Assiniboine was first advised of the issues with your gate in June of 2022. This information was passed on to your project manager, you were contacted and they adjusted the gate as per your request.
  The next correspondence we have is from September 2022 in which we communicated that we are nearing the end of the season so a repair would be completed in Spring 2023.
  In October 2022, your project manager was in contact with you and told you the issue would be resolved in the spring as well.

  In regards to the hold-back for the sod installation, Assiniboine would like to clarify that the sod was actually installed in 2022, not 2021 as per the customer's complaint.
  
  There were delays to the repair as wood loses its moisture, the cells collapse and shrink and the wood itself starts to shrink. If the same piece of wood then starts to pick up moisture, it will expand in size. Therefore it is best to install fresh wood in the earlier months to give it time to adjust over the season. If installed close to winter there is a higher chance of warping and other issues.
  The customer advised ******************** that they would be filing a complaint with BBB on April 11th. Our office responded via email to advise that our construction season had not yet begun and their project manager would be in touch when they began their season later that month. Assiniboine did not receive a response from the customer and were notified via ******************** that a complaint was filed shortly after before the ** was able to contact the customer.
  
  ******************** resolved the warranty request in the Spring of 2023 as our office and the Project Manager communicated to the customer therefore we request this complaint be retracted.

  Customer Answer

  Date: 23/06/2023

   
  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,
  
  ***************************