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Business Profile

Deck Builder

Backyard Pros

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Deck Builder.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:26/07/2024

    Type:Delivery 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.
    Hired Backyard Pros in My to redo a small patio, stain front and back deck and to replace all wooden deck railings with aluminum railings. The patio and the staining were completed promptly and adequately, however, the railing was missing one piece for the stairs. They said they had made a mistake and forgotten to order one of the stair railings and would order it right away and have it completed within a couple of weeks. I contacted them on June 19th to see when the final piece of railing would be installed and the text message I got back said: "Let me check with the railing place. Should be in this week." I heard nothing back and followed up on June 25th, and regularly thereafter by text, voicemail and email with absolutely no response back from the company. All I want is to have the final section of the railing installed.

    Customer Answer

    Date: 21/08/2024

     
    Better Business Bureau:

    With regards to the above complaint number, Please be advised that the company has completed the work required.

    Regards,

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


  • Initial Complaint

    Date:26/08/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Backyard Pros, a construction company based in ************, was hired to build a rear yard deck with two sets of stairs. The deck is attached to the house and on engineered steel helical piles. The job is supposed to be done according to the local construction guidelines. As a customer, we filed all the paperwork to obtain a construction permit from the town of Carleton Place, ON. The permit was successfully opened. After completion of the project, the deck failed to pass inspection to close the permit. According to the inspection report, deck framing appears incomplete and not generally conformed. Also, it was four more issues, including the absence of the conformance report on helical piles.Over several weeks, we made a substantial series of attempts to contact Backyard Pros via phone and email to notify them of the issues, but we did not receive any response. After unsuccessful attempts to contact Backyard Pros, we decided to fix all issues outlined in the inspection report to comply with the construction code without their involvement and at our own cost. Once again, Backyard Pros were notified about that with the only request to provide the conformance report on helical piles. We cannot obtain it since their subcontractor did that part of the job. We have no information and cannot possibly do anything about it. Our permit cannot be closed without this conformance report, the whole job would be obsolete, and the deck would have to be demolished.

Backyard Pros is NOT a BBB Accredited Business.

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