Complaints

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

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  Citywide Sundecks and Railings

  230 3580 Moncton St Richmond, BC V7E 3A4

• 

  Citywide Sundecks and Railings

  309 1930 Pandora St Vancouver, BC V5L 0C7

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:19/03/2024

  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.

  Citywide Sundecks and Railings was contracted to build a replacement deck on my house in ***************. Services were arranged on August 20, 2024. The quote included preparing the drawings, completing the construction and managing and ensuring the completion of the city inspections. The work was approved and proceeded through the fall and was completed in December. So far we have paid $71,000 for the deck, excavation and required concrete work. The final stage was for Citywide to arrange the final inspection. The last email I received from *******************, the manager of the company, was on December 12, stating that he would arrange the final inspection. The final inspection was not done. I have followed up with Citywide several times by phone, text and email, and they have not responded at all.In February I contacted the City of *************** to complete the final inspection myself. They informed me several documents required in the inspection process were not provided by Citywide, including the Forms inspection, the Non-Encroachment report, the Retaining Walls, Framing inspection and Final inspection. In February I contacted the Engineer of ****** ******************** who informed me that Citywide has not paid their bills so they would not release our engineering reports.To get a building permit the City of *************** takes a deposit, in this case over $5000 dollars, paid by me, the homeowner. The city holds onto that money until the final inspection is complete. This means Citywides actions are costing me personally more than $5000.00, and I have an uninspected deck. Citywide is preventing me from closing out the building permit, preventing me from getting my City deposit back ($5,000) and will ultimately lead to the property being devalued.After reading the other entries on this website, similar concerns seem to have occurred before. I am asking for Citywide to honour the work they have done already and complete the inspection process.

• Initial Complaint

  Date:13/03/2024

  Type:Product 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.

  Transaction took place between September 2023 and January 13,2024. Entered into an agreement with Citywide Sundecks and Railings to replace my existing deck, railings and 2 sets of stairs. My dispute is that the company left the job site without completing the job, did not install joist wraps to protect the frame joists as promised, did not build the runs on the stairs properly and did not remove and dispose of the 6 glass panels from the old railing and did not clean up the job site. I have paid for the labour to install the fascia boards and to construct an entrance under the deck through the lattice work and that work has not been done. The company has made no remedy to resolve the dispute. I am seeking a refund of $1000.00. I am planning to take my dispute to the Civil ****************************** should I not receive a refund.

• Initial Complaint

  Date:24/01/2024

  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.

  CityWide Sundecks and Railings (specifically ***********************, Managing Director) is ignoring our clear, polite communications requesting warranty repair to our sundeck. CityWide built our sundeck in July 2019 and provided us with a 5 Year Warranty (in writing) at the time, so this warranty-repair request is valid. At question is a full-length deck board close to the top of the deck stairs that is popping up and tilting along its entire length, creating unsteady footing for users near the top of the steps. It is thus a safety issue. This problem occurred on its own, without us abusing the deck in any manner or placing heavy items anywhere near the area. We noticed the problem developing over the summer of 2023 and contacted CityWide by email on Oct. 4th and Oct. 10th, 2023--both to CityWide's general email address and to ****************** own business email address. On Jan. 10th, 2024 (3 months later without hearing any reply) we sent follow-up emails to both email addresses, left a voicemail message on ****************** business phone, and sent text messages to both CityWide's general phone number and to ****************** business phone. Once again we have yet to hear any reply. In all our communications we were polite, clear that we were requesting warranty-covered repairs, and we attached photos where we indicated exactly where the problem is. We also made it clear that the tilting board was a safety issue for our children and the grandparents.

  Business Response

  Date: 21/02/2024

  I have been in contact with client and am in the process of arranging a solution.

  The manufacturer's representative will be coming to site the week of February 26th.

  From there I can provide client options

  Customer Answer

  Date: 23/02/2024

   
  Complaint: 21190286
  
  This message is to acknowledge that CityWide Sundecks and Railings is working towards finding a solution to our warranty repair request, but that the solution has yet to materialize.  Once the deficiencies on our deck have been repaired free-of-charge under warranty, we will change the status of our file from "reject" to "accept."  The BBB should update their response options to allow a customer to neither accept nor reject the business' response, but to rather explain an "in limbo" situation such as ours.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/10/2022

  Type:Product 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.

  Deck resurfacing and railing behind our house, total cost $18420.00. Not all the railings were completed (see picture). Relatively small but significant defect in the deck surface vinyl was not repaired. Stairs are at an angle such that water accumulates. Multiple attempts to contact the business about this, over many months of time, but either no response, or they claimed they would deal with it but did not.

  Business Response

  Date: 04/10/2022

  We have responded to the clients concerns.

  See email below.

   

  ****/*****,
  Apologize for the delay these past months dealing with the concerns.
  
  Marikos/Gord did handle the vinyl and stair situation.
  As for your added guard rail and removal of post.
  These items were not in our original contract.
  We can certainly handle for you.
  Cost to handle both is $800.00.
  Let me know if you want to proceed and I will have Gord make the arrangements.
  Will take a couple of weeks realistically.
  
  Thanks,
  
  *******************
  Managing Director
  CITYWIDE

  Customer Answer

  Date: 04/10/2022

  
  Complaint: ********
  
  I am rejecting this response.  I am satisfied with the workers coming by yesterday and fixing the stairs and the deck vinyl.  However, I do not wish to hire this company to do further work on the gate that was started over a year ago and then abandoned.  Citywide workers removed a section of the gate after I agreed on their reccomendation to replace it. Citywide did not come back to complete the work after numerous phone calls and emails.  The gate was left in a state of incompletion for over a year and I do not have trust in this company any longer to honour their word. It was unsafe, and still is, but I do not think they care about that. The workers who took the portion of gate need to return it.  It is not acceptable to start a job and remove part of the gate and then simply disappear and not respond until I am forced to contact the better business bureau. I did not want to complain but I feel my concerns were falling on deaf ears until I did so.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/11/2022

  Client has agreed to a $300 credit towards the missing fence.

  Client will then handle themselves.

  We have sent monies and they were accepted.

  We are also going to send a crew to adjust the steps.

  Situation is resolved.

  Customer Answer

  Date: 10/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: situation is not resolved.   Situation will be resolved when said steps have been levelled properly. **** stated that a worker would be coming sometime this week or next week to level the steps.  The worker still has not 
  come to do the correction.  Top two have been levelled, bottom 3 are no where near levelled   See attached photos  

   

   

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

  Business Response

  Date: 28/12/2022

  Client is ok with all to date.

  We still have to adjust the stairs for them.

  Not able to handle until the weather is dry and warm.

  We are in contact with client and will arrange when appropriate.

  Customer Answer

  Date: 04/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Reason for reopening the file is that work promised to be rectified has not been honoured.  More specifically, deck stairs have not been leveled as ************** said they would.  I have reached out to him and he had assured me that a worker would come and fix the stairs.  This has not been the case and no worker has come and he has not followed up as his email indicated.  
  
  Respectfully yours
  *********************** (file # **** ****)
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 27/09/2023

  After discussing situation with client, we decided to rebuild the stairs to satisfy her concerns.

  Stairs were rebuilt on September 27th and the client is satisfied with the result.

  If you need additional information, please let me know.

  Thanks,

  Customer Answer

  Date: 27/09/2023

  
  Dear Better Business Bureau,

  workers indeed arrived today and corrected the slanted steps so they are now level.  It is greatly appreciated that CityWide Sundecks honoured their agreement to rebuild the steps properly.  We look forward to many more years of enjoying our sunny deck. 
  
  Sincerely,
  
  ***********************