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:12/21/2022

  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.

  We had a deck built in July/August 2021 with Best Construction. I contacted the company September 20, 2022, with a request for inspection for warranty repairs. did not receive a response until I reached out again on September 28, 2022. I sent pictures and was assured by the office manager that someone would be out to inspect and repair. I have reached out multiple times in the last 3 months and am told that they can't give me a date yet. I sent an email requesting a call from company leadership on 12/18/2022. I received a call from Ray on 12/19/2022 ****am, who proceeded to yell at me and tell me I am not a deck professional, and they would not come look at my deck and would charge for any repairs. I advised that we have a deck board that is not even secured to the deck and the stairs are not even causing me to trip. *** advised that the deck passed building inspection and therefore there are no issues with the deck. I asked for an inspection, and he continued to yell at me. I let *** know that if he was unwilling to inspect then I would file a complaint with the BBB. He yelled at me very unprofessionally and hung up on me without any resolution. The company professionalism is a concern as I am requesting an inspection and repairs per warranty and poor workmanship. This company never inspected the deck after their subcontractor built it.

  

  Business Response

  Date: 12/21/2022

  The conversation between customer and *** did unfortunately escalate to a point where it should not have gone, as he felt that all she wished to do was berate and insult the company and she clearly felt that he was responding unprofessionally. However, he did wish to offer to come out and shim the stairs as well as paint the front of the stringers at no charge. As far as the deck board, if there was one that was loose, we would have been happy to come fix it, but she did not contact us regarding that matter. When we attempt to explain how pressure treated lumber can sometimes bend/buckle and a customer yells at us saying she does not want to hear our excuses, there is not much more that we are able to say. She also claims that we did not finish painting, which is not true. She is attempting to say that so that we will come paint her stringers for free, which again we are willing to do in order to prove that we want to make our customers happy.

   

  Our main issue with this customer is that there is damage to decking boards on her deck that are clearly from dragging or dropping something on the boards. They are sturdy, high quality Timbertech boards and do not just start deteriorating a year and a half after they are installed. They are expensive boards, and we are not willing to pay upwards of $1000 for material and labor to fix damage caused by the customer. However, we are stil willing to come to some sort of agreement if it does not involve being completely taken advantage of. 

   

  We feel that we want to make this customer happy by doing what we can at our own expense, but she is attempting to take advantage of us by blaming damage they caused on our workmanship, which we simply cannot allow. Of course, we are willing to come take a look, when our schedule allows, and resolve this issue in an amicable way that is a win-win for both the customer and our company.