Complaints

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• Initial Complaint

  Date:07/27/2024

  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.

  Our experience started positively with ***** during the sale. However, the project, which began in July 2023, quickly became problematic. By September, it was still incomplete, and the project lead left to work on another project without finishing ours. There was no final walk-through, and communication ceased in September.With ***** and ****** assistance, the project lead returned in February 2024, informing us that work could not continue until all snow and ice melted. Again, no walk-through was conducted. We provided a list of issues (see photos), and in March, the project lead attempted to fix them. He never showed us the work before leaving, and did not seek any approval. Unfortunately, the issues were not resolved, and communication stopped once more.***** was initially professional and reassuring, stating that the project lead would not return. However, after the project lead came back, ***** blocked our number for unknown reasons, which was disappointing given his previous promise to make things right. Despite ****** initial appreciation for our patience and professionalism, we were left without resolution.After months of trying to resolve the issues, ***** finally responded by text and had us send a list of concerns to the owner. The owner accused us of causing damage to the boards (we had already raised this issue with the project lead in September) and refused to help, ignoring our email. You will notice the dates on the pictures are during construction time. It seems the owner only received second-hand information for him sons and was very disappointing, never responding.We were also promised stamped plans that we finally received one year later after asking numerous times. The plans differ from the completed work. Getting in contact with them once problems arose was nearly impossible. They do not stand behind their work. Refuse to make their problems right. Looking for payment so we can hire out.

  

  Business Response

  Date: 08/05/2024

  This customers statement is misleading from the very first sentence. ***** has
  never met in person with ***********************. She was the one who reached out over the phone
  originally to schedule the estimate with *****, but she set up the meeting for ****
  to meet with *****. After that ****** next interaction her was over the phone and several months after
  the project was completed and paid for. Our customer throughout the project was
  *******************. He was very reasonable, easy to work with, and happy with our
  work.
  
  At the completion of every project, we do a walk through with the customer and
  address any concerns they have. Its normal to have a punch list of 5-10 items
  theyd like us to address before they are willing to give us final payment. We did
  that with ******************* and as proof that he was happy, he paid us in full after the
  walk through. Then *********************** got involved and asked for a list of 5-15 additional items
  to be fixed, on four separate occasions. In all cases, both **** and
  ****** admitted these were small or minor issues. A few of these types of
  items are normal, but 5 lists of minor problems over a several month period is
  excessive. Nevertheless, we fixed them all at no charge because we try sooooo
  hard to make our customers happy. Thats why we have an A+ rating, but we did
  tell them after the 5th list that this was the last time we could do free aesthetic work
  for them unless it was a structural or safety issue.
  
  After one of the ****** lists was completed the customer was not home so no
  walk through was done. On another occasion, when a different ****** list was
  completed, it was raining so no walk through was done. So three of the five lists
  we worked off for the customer had walk throughs where the customer gave their explicit
  approval of our work. However, as stated above, all walk throughs were done with
  *******************, and ****** was never present. As soon as she spent several weeks
  on her deck or got involved again, another list of problems was headed our way.
  
  I freely admit our communication deteriorated each time we got another list of 5-
  15 complaints. After the 5th list was completed, we gave up trying to please this
  unreasonable customer because we knew we never could no matter what we
  did. Then ****** found my 23 year old daughters info online/social media, who
  has no involvement in the business whatsoever, and contacted her!! After that, as
  the business owner, I got involved asking for her to explain her concerns directly
  to me. She sent a 6th list of 13 items on June 27th to be addressed and once
  again admitted they were minor. She sent pictures of a gouged board, but it
  didnt have a date on the picture. Personally, Id be shocked if they, as well as my
  crew, missed boards with gouges of this size during the first five punch lists of
  concerns and 3 walk throughs that followed, all of which received Todds stamp of
  approval. Its very possible they were damaged by the home owners during the
  intervening months of deck usage. ****** says the dates on the pictures show they
  were gouged from the beginning, but I have not seen those pictures with dates
  on them.
  
  Even if the date of the picture was early in the process, those concerns would
  have been discussed and agreed upon during the 3 walk throughs where we
  received approval of our work from ****. If he decided at that time that the scuff
  marks were not significant enough to warrant replacing the boards then we would not have
  replaced them. Once ****** got involved again, every detail becomes a major
  problem to her, even though she describes them as minor because she knows
  shes just being excessively picky.
  
  My recommendation to anyone in the future who is requested to do work for the
  ***** is to make a clear contract with **** that you work for him ONLY and
  not for ****** or you will never please them. If we had ever met her before the
  work began, we would have done so as well, but she wisely stayed
  hidden until after it was too late for us to back out.
  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22052920
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************