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:12/28/2023

  Type:Order 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.

  Deck Helmet installed a partial composite wood deck.There are parts of the deck that remained wood. The wood is rotting. When calling Deck Helmet to get an estimate or to verify if this correction needs to be covered by warranty , we were given the run around where no one would show up to the appointment.I had to call from a work phone number to get in touch with someone to fix the mistake. When called to confirm the appointment, they couldnt find the appointment , we were hung up on and told that they would call us back to see if they could confirm the appointment .I am unsure if this is done because I am a black woman .I just want my family to be safe when using our deck.

  Business Response

  Date: 02/03/2024

  Please send us a copy of your contract we dont have on file and we dont have your address in the complaint 

• Initial Complaint

  Date:10/10/2023

  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.

  In August 2022, Deck Helmet replaced some rotting supports on our deck and resurfaced the deck with ****. We were very happy with the work at that time. August of 2023 we called Deck Helmet to request a warranty claim (before the 1 year mark on the work) for 3 boards that are warped and popping up, one is a trip hazard in front of the door. We were told that all claims must be filed online and will be responded to within 10 business days. The week of August 6 we filed the warranty claim online with photos. We did not hear anything back and contacted them again the week of September 11. We were told that there was no record of our warranty claim submission and we needed to resubmit it. We were also told that "no customer service agents were available to assist us" at that time but "X" would be calling us back. We resubmitted it and waited. Never got any phone call. On October 2 we called and spoke to "B" on the warranty line. He informed us that "no customer service agents were available to assist us" but we would be getting a call back shortly. Never got any phone call. Today we called the main number again. "T" answered the warranty line and we stated that we wanted to speak directly to a manager. She looked up out account and stated that our warranty claim was filed less that 10 days before so we needed to wait. We informed her that that was incorrect as it was filed the week of September 11 for the second time. She asked for more information and put us on hold. After a brief hold she informed us that no one was answering as "it was outside of their normal business hours" in the location we are at. I repeated back, "At 9:47am the Maryland office is closed?" (when their website states they are open 9-5). She said it appeared so but that she would make sure that someone calls us back. This has been ridiculous. This seems like an easy fix to our deck but they keep dragging it out.

  Business Response

  Date: 10/31/2023

  We agree to fix this Issue and will be out asap and have contacted customer 

• Initial Complaint

  Date:09/11/2023

  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.

  As per my contract with DH of July 14, 2015, I have a 10 years warranty covering materials and labor. I filed a claim on May 27, 2023. The automated reply stated that the company would revert within 10 business days. After the lapse of that period, I sent follow up emails and no reply. After almost an hour on the phone with admin person, who couldnt even find any records of the claim, I finally received a confirmation on June 19 that my claim approved and the work would be completed within 90 days.In a few days the guy came to start my deck repair without any advance notice. I responded via the remote ring camera that nobody was home, but he can do whatever needs to be done. In about 15 minutes, he was gone. I called DH to understand what was going on. After several attempts to reach *****, he called me back, yelling and swearing. He called me names I don't dare to repeat and said that I should stay away from this. It was the end of June. After that, I kept waiting for his team to do the work and stopped interfering, shaken by his rudeness and afraid to make him angry again. Nobody has ever come back. As the 90 days deadline to complete the work has been approaching, I started following up with the company, 1st email on August 31, followed by 3 more emails with no response. I called Deck Helmet on September 4 explaining the situation and asking to speak with *****. I was told he was unavailable and promised that he would call me back. He didnt. I called again on September 7 and was told by a receptionist again that he was not available and that he suggested that I send him an email to which he would reply. I did and requested an immediate attention. No reply again. Ive sent 2 more emails to him directly with no response.I want the work to be completed immediately and Deck Helmet and ********************* personally accept responsibility for the failure to meet the contractual obligations, unacceptable customer service and verbal customer abuse.

  Business Response

  Date: 11/30/2023

  From: Deck Helmet <[email protected]>
  Date: Thu, Nov 30, 2023 at 10:16 AM
  Subject: Deck helmet response
  To: *********************** <*************@mybbb.org>
  
  We have fixed the job 

• Initial Complaint

  Date:04/18/2023

  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.

  9-8-2014 Deck Helmet made a contract with ** to coat our deck. The job was done. The warranty stated that it was good for 10-years. January 5 2023 I received an email from the Warranty Team stating that they would email me with the outcome of my request (pictures and request for more stain due to the coating coming off in some areas). Since then I haven't heard anything from Deck Helmet. I started calling again 4-17 (******* tried to get the Warranty Team to answer, but the phone would not allow them to respond), 4-18-2023 ***** (same thing - their phone wouldn't respond). Both ******* and ***** emailed the team to call me. ******* was told they would respond shortly to me. Never received a call. I can't use the leftover bucket of stain, since it is dried out. I can't get anyone to come look at the deck and fix according to the contract or even tell me how to get the stain, so I can redo it myself. Very poor way to do business and I don't know where to turn before the whole deck needs redone.

  Business Response

  Date: 05/08/2023

  
  Your 2 year labor / workmanship warranty located on the bottom of your contract has expired.
   A warranty claim must be submitted directly to manufacture  with ****** customer support.
  You will need to open a warranty claim with Behr customer service where upon approval will either furnish an equivalent amount of new product or refund the original purchase price of this product to you. You can contact their customer service team at ************** ext.*,

• Initial Complaint

  Date:10/04/2022

  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.

  Deck Helmet replaced our deck Jan 8 2022 at the cost of $11,607.00 and boards are warping and work was not properly performed up to county code. When work was done we were told the supports did not need need replaced and a permit was not filed. Deck Helmet told us that a permit was not needed since it was "grand-fathered in". I have been trying to get them to resolve this since June 10, 2022 when I requested a warranty claim. Today 10-4, I finally received an email back saying 1 item would be covered but I would need to pay an additional $1450 for the rest of the work to be replaced. I am having an awning replaced and the new company pulled a permit & the county failed the work that was done by Deck Helmut. I now have a work stoppage order until the deck is replaced properly. Deck Helmut did not do work according to code and did a poor job doing minimum repair hoping we, the consumer would not know they did not perform the work according to code. As a contracting professional company they should be responsible to complete a job properly and to have a service dept available to to respond in a timely matter. I want the work to be done correctly to county code and to have Deck Helmut accept responsibility.

  Business Response

  Date: 10/12/2022

  We have fixed the issues yesterday