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:08/07/2024

  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.

  On 8 May 2024, I signed a service contact with Champion, LLC, to replace/build my deck. I asked the representative would the installers be obtaining a permit and how would the installers be able to secure the posts into the ground since my deck posts are in concrete. I was told no permit would be needed since I already have an existing deck and the installers were going to break up the concrete, place the posts down and repour the concrete (professionally). This did not happen. The company used the deck installer (one man) to break up the concrete (with a hammer) and build the deck. The company did not use a certified concrete installer as I was told would do the work. No permit was secured, now I cannot get my deck inspected to ensure it's up to code and I will be cited because the company did not obtain a permit. I was charged an additional $2100 dollars for a flash that the deck installer said I needed. I believe this was convenient because the company knew I was approved for $25000. The deck installer cut boards to the frame of the deck incorrectly and left gaps in the frame. They did not measure the gate and it was too big and I had to wait for more than two weeks before it was installed. When I asked questions about why the posts appeared to be cut wrong. I was told that's how it should look, it came from the manufacturer like that. The 6"x6" posts were not cemented into the concrete as stated in the service agreement. The installer sawed off the original post, attached the new posts on top of the sawed-off old posts on top of the concrete. The concrete was not broken up. I do not have 15 steps as outlined in the service agreement. The concrete was not put down correctly. The installers left cemented splatter on the bottom board. One composite board was damaged. They refused to place a piece of board alongside the top of the deck leading from the kitchen. This is too much money paid to the company and my area looks awful and unprofessional.

  Business Response

  Date: 08/15/2024

  this customer filed a complaint with the finance company.  We went back to make the repairs and explained the the concrete was to fill in a hole that was left.

  She singed off on all work and we have the completion forms.  She has not reached out to us since that time for any further issues.

  *********************************************

   

  Business Response

  Date: 08/15/2024

  We went out to take care of these issues after the initial complaint by the customer to the finance company.  We returned to resolve the issues and the customer signed the completion certificate stating that the work was done to her satisfaction.  We have not heard anything regarding her project since that final visit where she signed off on the work.  We haven't been avoiding any emails or calls so I'm not sure why she decided to file a complaint a second time.  We addressed all of her concerns the first time and this is another complaint again asking to be resolved of any financial responsibility.  The work order didn't call for concrete.  We tried to fill in the area where we normally just leave dirt because there was a hole from the old deck in that area around her concrete pad.  She can give us a call to go over any issues that she feels still need to be addressed. 

  Customer Answer

  Date: 09/02/2024

  When I contacted the Permitting, Inspections and ****************** in ********************** ******** because I wanted to ensure my deck was in compliance according to the Prince ******** County building codes, I was asked to enter the permit number, at which time it was revealed to me that I would not receive an inspection because Champion failed to obtain a permit to perform the work.  I am unable to receive an inspection.  When I spoke with a representative of Champion, I was advised, once again, that no inspection was required since I had an existing deck, unless something changed that he was not aware of, but he would check.  I then advised him that according to the Prince ******** Permitting, Inspections and ******************, a permit should have been obtained prior to commencing the construction of the deck and after the construction of the deck was complete, I should have received an inspection.  

  Business Response

  Date: 10/26/2024

  This is another complaint filed without informing us of an issue. The customer can call the office to let us know what she needs. We offered to provide an independent inspection.  Customer rejected that option and we havent had any further communication after she said she would get back to **.  She can reach us directly at ************. 

• Initial Complaint

  Date:02/27/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Hired company for deck installation. Preexisting deck had a roof attached that was stable and sound with beams attached to it that ran through the deck into concrete below. Company destabilize roof. Roof is now damaged and pulling away from the home. Company was told the day of the install that beams they placed and changed us extra for we're not attached to the roof. They cut the beams to short and failed to attach. That concern was ignored and they continued working. Roof is now damaged and will fall if not corrected. Company failed to get a permit for work although it is in their contract to do so as well as leaving my property in the condition they found it, that meet code and all safety requirements. The company admitted to sending a crew that was not certified to handle roof support and are asking me to pay additional money to correct the damage they caused, saying now it was rotten which was not sited in their estimate and is only an attempt to get more money. I have been in close contact through phone, email and pictures with no resolution. Repair and/ or replacement done by a permitted installer and paid by the company.

  Business Response

  Date: 03/27/2023

  We have solved all issues to the satisfaction of the customer.  This must be a delay in reporting.  Thank you.

  Customer Answer

  Date: 03/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau: For whatever reason I can not open the business response, however the business has given a partial refund and I have moved on. Again I can not read their response.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
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