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Business Profile

Deck Builder

Decked Out, Deck and Fence Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Deck Builder.

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:11/30/2022

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Sent them a ck. For ****** half now half later for repairs on my deck.sent the money...never heard from them till I called 2 wks later to ask for my money back...****** said she sent me money..haven't received a dime back

    Business Response

    Date: 12/07/2022

    Hey ****,

    Honestly this whole situation is ridiculous. Here is what happened, from start to finish.

    ****** went out to her home to look at her deck repair on Friday, October 1st at 8:30 am. While he was at her home he explained to her that we are booking for spring. She was ok with it. 

    We emailed over her estimate on October 17th , the total cost of her job was $500. She called wanting to move forward with her project. I  informed her that we require a 50% deposit to get her on the schedule. She agreed. I also informed her that we were scheduling for spring, however with her job being so small. It is something we can squeeze in this year, I could not give her an exact start date because of this. She again agreed.(I would like to note, we do NOT deposit checks until we are within 2 weeks of installation. Her check was NEVER deposited.)

    Fast forward to the middle of November. She calls, and is very upset that her job is not started yet. She wants to cancel the project, and wants her money back. I again explained the situation to her about the schedule. She said she felt like we put her off, so she wanted her money back. I said ok, I will mail you your check back. I had her check in the mailbox within 24 hrs of our phone conversation.(keep in mind we are mailing her original check back, because it was not deposited.)

    She calls us again on November 28th, demanding her money back. I explained to her on the phone that I had in fact mailed it back to her. That I'm not sure why she hadn't received it. She then left us a 1 star review on ****** saying "Sent money I canceled...trying yo get my money back..2wkks ago no response". To which I replied, "Hey *****, as we discussed on the phone I mailed your check within 24 hours of you canceling. Im sorry you have not received it yet. I would call your bank and have them cancel the check so no one else can try to deposit it."

    I called her again on December 2nd, to see if she had ever received the check in the mail. She stated she had not. I proceeded to remind her that we never cashed her check and she needs to call her bank to cancel it, if she's concerned about it. She told me she had no idea we didn't cash the check.

    Honestly, this situation is out of ours hands. I can not write her a check for the $250 because we didn't cash her check. I hope you understand this situation from our point of view. 

     

    Let me know if we can further assist in this matter. We are not perfect by any means, I will admit when we are wrong. In this situation, we are not. We are a small family owned and operated business we take all of our reviews and customers seriously.

     

    Thank you,

    ******

     

     

Decked Out, Deck and Fence Inc is NOT a BBB Accredited Business.

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