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Business Profile

Patios and Decks

Primetop Decks and Covers
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:20/06/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    On june 14th, 2023 I got an estimate on a replacement of a patio cover. This estimate was done by ***************** ****. We agreed at the price of $12.000,00 and I paid him a $2000.00 deposit. In a later conversation with **** he told me that I would need to hire a gutter intaller at an additional expense. The gutter company representative realized that I have a metal roof and that the snow slides off and the gutters would not be able to bear that weight from the snow. Neither would they be able to install such a gutter on that roof anyway. At this point I contacted **** but he insisted that it can still be done and that the gutter installers did not have enough experience to make that decision. With our texted communication he still insisted that he can fix the roof and install his patio cover despite my protestations that I would not like to proceed with the job and I would like a refund of my deposit of $2000.00. I would like to get a return of my deposit.

    Business Response

    Date: 28/06/2023

    On the Contract of Agreement between Primetop Design Build and **** & ************************* dated June 14, 2023, one of the Conditions of Sale (#7 Condition, page 2) indicates In the event of Default by the Purchaser,deposit shall be retained by the Contractor as liquidated damages.


    Primetop has been acting in good faith to proceed with this project from the initial discussion meeting with customers, site visit and inspection, analysis of the layout and installation plans, scheduling,coordination with suppliers, scheduling workers, and continuous communication with customers.


    After ******************* communicated what the gutter company told them, we have immediately communicated and explained via phone conversation on June 17, ***************************************************************************************************************************** between the posts that will block the snow from falling to the deck.


    Primetops communication exchanges with the customer via text through agent (***************** ****) dated June 15 2023 to June 19, 2023 specified that the customer, *******************, upon hearing from the gutter guy that it can not be done just decided that he would not like to proceed with the job and that he wont hear of any solution and insisted that he would like to cancel the job.  It clearly falls under #7 of the Contract (Default by the Purchaser or Customer) and therefore the Deposit will not be refunded. 

    Customer Answer

    Date: 29/06/2023

     
    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,

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

Primetop Decks and Covers is BBB Accredited.

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