Complaints

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• Initial Complaint

  Date:07/12/2024

  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.

  Paperwork was signed 4-9-2024 to re-deck a 1200sq ft portion of a wood deck for $19,000. A Deposit of $9500.00 was given 4-10-2024. The deck was completed within 3 days. Upon completion of the deck, there was no further communication until I was told by my son in law that there were problems. I am a 70 yr old woman and I had told them my husband had just passed away. I trusted that they knew how to place a deck! They even requested an additional $500 at the end for extra wood that was needed, so the paperwork shows $19,000.00 but my checks will show $9500 and $10,000.The pictures will show they did not stagger the wood (previous portion of the deck was completed by my husband and was staggered). They told me 'thats how its done now'. I find out that the understructure can not hold the boards how they placed them as they did not reinforce. The boards are already starting to buckle. There are boards that were not screwed down, some that had s**** holes but no screws. Some boards are loose and wobble when walked on. There are areas that the tops of the railings that were not cut, cut improperly (not mitered), not sanded, not cut the same from one side to the other (one side the hand railings end at the post whereas the other side they hang over). They replaced one set of stairs that I am told is not up to code and should have been redone if anything was done to them. There are pieces of boards placed in areas where apparently, they didnt have the right size boards to put in, so they just pieced extra parts in. There are boards that are short and shrinking more. There are chips out of the wood that they just pushed the broken piece back instead of replacing. My son in law asked to walk the owner, ********************* and his employees around the deck to show them what he was concerned with and **** came alone because his employee "would not cooperate". **** offered to "help" him repair anything when they needed to be fixed. I am told the whole deck needs to be replaced.

  Business Response

  Date: 07/17/2024

  Im in contact with the customer about different refund options but ****** is just not realistic for me at the moment. I believe we will be able to come to an agreement. Working on getting documents around for when we do proceed. I will need more time then the ten days 

  and as for all the concerns 

  yes we did lay the boards how they previously were, theres nothing that says railing has to be mitered should it probably did we miss some screws probably. Could we have done better absolutely. Did I take advantage of her no. Did I ask for more money No. she stated she was giving us extra for the material run we made and our troubles we ran into. We told her numerous times once we got the decking up that the structure was not good. She wan be *** to salvage it as best as possible. I was told which ever option is cheapest numerous times. She was fully aware this wasnt gonna be a new deck. The frame is out of square and level and we did what we could. Things should have been better.  Yes. I failed her as a business owner. And allowed things to slide that I shouldnt have. But never once have I not done everything theyve asked. They asked me to come do a walk thru. I show up. I tell them I can bring my tools back tomorrow and fix the things of concern and they said no they can handle it. I get a message later on asking if I could bring material by so they could do some fixes. I was busy but had it shipped to them the next day. Every time they have needed something Ive been there. So for them to paint me as a bad business owner is just insane. Im a new business and I messed up. And ** doing everything I can to make it right. And as for them being told they need a new deck theyre being told that by deck builders. Of course they need a new deck. I think it needs to be looked at by an inspector. 

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because:

   
  We are working together to figure out a refund option for him even if that ends up being payments over a couple years, I find it upsetting that I paid him in good faith in 2 installments but now must wait YEARS to recover my losses, but I am willing to deal with it as long as I can get a full refund. In the meantime I must fork over MORE money in order to have my deck redone, again.

  If **** can figure out a term of full repayment then I am willing to accept it. This has unfortunately been a learning experience for both of us and hopefully he has learned from it as I know I have. 
  
  
  
  

  
  

  Business Response

  Date: 07/19/2024

  I am working with an attorney and getting the needed documentation prepared and we will work out the numbers.