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:09/08/2022

  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.

  I hired them to built a deck and patio .. my backyard has a slight slope that they didn't not take in account so now water has damaged the deck and it hasn't even been a year. When they were building it and it rained I noticed the error I told them multiple times and they still did not correct it. Then the owner Justin strong armed me to telling the bank it was completed. Now I am being told the entire thing needs to be taken down because of safety concerns

  Business Response

  Date: 09/15/2022

  *****************'s deck was installed over a year ago and passed all needed inspection per PG county. We started install of the deck on March 5th 2021 and was completed March 19th when we passed final inspection by inspector *********************** with Prince George County ID #*******. Attached are inspection and permit records pertaining to this project.  It is unclear how water would damage the deck as the deck is an outdoor product designed to be in elements such as rain and snow. These types of projects are made to be exposed to all types of weather and elements. We also have noticed all the added work ************** had completed. This has been noted as such and could be reason/ cause for further issues. One such example is the approx. 18,000 lbs worth of stone that she or someone under her guidance placed on top of a Brand-new installed patio (pictures attached). That much weight on a brand-new patio, also clearly pushing against deck footers, would VOID any warranties given. Yet, we still have offered to do a service and help **************. The homeowner made a service request on July 9th 2021 to address concerns with the dry below system. At that time, we requested a walk through with the homeowner so we could make sure all her concerns were addressed, but due to homeowner schedule, it was delayed. A service was performed on 8/10/2021 which satisfied the homeowners concerns. Just a few weeks ago ************** contacted us requesting a service due to a leak with the dry below system. We informed her what was needed in order to properly evaluate her concerns. Once she verified the items needed such as access to water were present at the property, we scheduled a service date. Fortunately, we do not get many service requests due to our expertise and quality of work we produce, therefor, only one day a month is reserved to address any service request when needed. We are scheduled for a service call with ************** on September 16th 2022. Which ************** had confirmation on prior to leaving this complaint.  In turn, we are very confused why this complaint was left.
  
  We never strong arm anyone into doing anything. We informed the homeowner of the completion of her project. The lender is a large legal lender in United States and has a 2-part verification process to ensure the homeowner is satisfied and the project has been completed in full. 1st step is a completion certificate needs to be signed which **** signed on 7/31/2021. The 2nd step is a phone verification with the homeowner and the lender to ensure the client is happy and project has been completed in full. These calls take place with only the lender and the client not with TREC. We have zero involvement on those calls or what is discussed. If for whatever reason the client states the project is not completed, verification would be considered failed and loan would not be funded. Verification was completed 8/14/21.
  
  We have not been provided any information about the deck needing to be taken down or as to who is recommending such action takes place. We would be happy to review any documentations or evidence pertaining to this claim.
  
  **Please note TREC will not allow any false despairing remarks about our company and will defend and seek damages if false claims are made.