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Business Profile

Window and Door Installation

Grace Exteriors LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window and Door Installation.

Complaints

This profile includes complaints for Grace Exteriors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/22/2024

      Type:Delivery 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.
      Feb 1, 2023 ordered door and 2 windows. Was told that they would take about six weeks to arrive. Over a year later and no installation. They dropped Off the windows, but they werent the windows that I ordered. The windows have been sitting on my front porch for over a month now. They are trying to force me to take the windows and they wont provide the door at all. I havent gotten anything that *** ordered although I paid nearly half of the deposit. The guy who sold it to me, is trying to work a side deal where h*** install the windows and call it a day. The company wont answer. My calls ***** answered and the voicemail is always full. I keep getting stories of why they cant proceed with the contract. One story is the owner has cancer and one of the employees has sepsis. No one will return my calls. occasionally I get a text and I promised for a return of a call but never happens. The company line has a full mailbox.

      Business Response

      Date: 06/18/2024

      We have resolved it with the customer and they agreed to take a refund.
    • Initial Complaint

      Date:02/06/2024

      Type:Service or Repair Issues
      Status:
      UnresolvedMore 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.
      Hello, I signed a contract with Grace Exteriors in November of 2022 to replace 22 windows, siding and gutters with all labor and parts for 38k. A few weeks later they sent out someone to measure for the windows. Around February was told windows are still not reading but siding is in. They start replacing the siding in March of 23, and due to crew issues and many other factors Install was not complete until June of 23 which is was far more then the 3 weeks I was told it would take. Windows finally came in mid July of 23. But only 21 of the 22 windows came in, was told they would get last in as soon as possible. I kept trying to reach out to them every couple of weeks to find out about our last window and finally in November of 23 was told it was it in, and they will schedule and install date but as of today's date of Feb 6th 24 I haven't heard from them in months. In addition to how ridiculously long it took them to get anything done, they seem to try and get as much money as possible, for example because they did the siding first before the windows they were going to be some extra labor cost. I had already paid to have to the windows caped but they charged me again. I was suppose to get leaf guards for my gutters but because they did not notice my metal roof I was not able to get them and it would cost more because i needed the bigger gutters. I was told that I would get invoices for all these extra chargers but I never did. At this point I would like them just to give me my last window and Ill hire someone else to install it because I can not count on Grace Exteriors to do anything is a reasonable amount of time.

      Business Response

      Date: 03/08/2024

      The customers remaining window should be in the next few weeks. Once a shipping order is received we will coordinate with the customer for the delivery of their final window. 

      Customer Answer

      Date: 03/12/2024

      Complaint: 21253668

      I am rejecting this response because: Their response does not make any sense I was told back in Oct that the last window was in and they were trying to setup a install date in November of last year, but I have not heard from them since last November. If my last window is truly on order then why was I told it was in months ago. It should not take more than 8 months to get a window ordered. I have also provided text messages showing what I was being told. 



      Sincerely,

      ***********************
    • Initial Complaint

      Date:08/06/2023

      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.
      1.)Date of transaction: February 16, 2023
      2.)The amount of money we paid Grace Exteriors LLC: A check was written to Grace Exteriors LLC for the amount of $10,525.00
      3.)What the business committed to provide for our project: ******* *********** *******. Install 1 double hung and six sliding Viwinco premium windows. Certainteed Premium Siding on entire home and one Viwinco elegance patio door. To install two royal vinyl gable vents.
      4.) Nature of dispute: On February 16th, 2023 we were told it would be 12 weeks before work would begin on our project. They came out and measured our house and windows near the end of February. A couple of weeks after that they came out to measure them again. A few weeks after that they asked us to take pictures and send to them. We refused to take pictures and told them to come do that themselves. They never came back to our house for pictures or more measurements. After 12 weeks we contacted them to see when they would start project. They said the order was taking longer than expected. Every couple of weeks we would be given a new excuse why the couldn't start work. On July 11th we finally asked for a refund.
      5.) Whether or not the business has tried to resolve the problem. On Tuesday, July 11, 2023 we received a refund agreement from Grace Exteriors LLC for the full amount of $10,525.00 in three separate checks spread over 90 days. They asked us to sign and email the document back. Agreement attached.
      We emailed back on Wednesday, July 19,2023 asking for the total amount of $10,525.00 be sent in one check. We paid full amount of $10,525.00 in one check and want the same in return. Email attached
      Grace Exteriors LLC emailed back on Tuesday, July 25, 2023 stating materials had been ordered and different refund terms would need to be determined. This is the last interaction we’ve had with Grace Exteriors, LLC.
      6.) Account/order/tracking number: Estimate # ****
      7,) This does not involve advertising.

      Business Response

      Date: 08/31/2023

      Good Afternoon, 

      Grace Exteriors received the letter regarding the complaint today. Grace Exteriors offered **** ******* a refund for her project on July 11th. It is our company policy to issue refund in payment arrangements. Materials and overhead costs have already been incurred for her project therefore it is company policy that we issue refunds via payment arrangements. **** ******* chose not to accept our refund agreement terms and demanded a full refund amount immediately. We are happy to refund her for her project in the full amount, but it will be refunded through payments over a 90-day time frame from when she agrees to the refund terms. We reached out to **** ******* on August 23rd to once again offer to begin refund payments and she told us she wanted to discuss it with her husband and that she would get back to us. We have not heard back from her with a decision on if she will accept the refund payments from Grace Exteriors. We will continue to work with **** ******* to satisfy her complaint and refund her project in full through payment arrangements.

      Customer Answer

      Date: 09/01/2023

      ********* with Grace Exteriors called on August 23rd.  She said they would refund my money for the project in 3 checks over 90 days but would not say if I would be refunded the full amount of $10,525.00 since (they say) materials have already been purchased for the project.  I have no proof that anything has been purchase for my project.  ********* said she would have to told to the owner about the refund amount and would call me back on 8/24/2023. ********* never called me back.

      I did tell ********* I would need to talk to my husband about the refund in 3 checks over 90 days offer and that I was waiting for ********* to call me back about the amount of the refund they were offering.

      I have no quarantee that Grace Exteriors will pay me the full amount if I agree to 3 separate checks for partial payments.  I paid Grace Exteriors the full amount of $10,525.00 in one check and request they pay me the full amount in one check.

       

      Customer Answer

      Date: 09/13/2023

      I want the full refund on one check not in three separate payments.  I would like the full payment by the end of the month.  

      Business Response

      Date: 09/29/2023

      In response to the above complaint from ******************************, we have communicated to her that Grace Exteriors will provide a refund for her project. The windows had already been ordered and purchased when she requested a refund. We offered her an install date for her project and she refused to have the project installed. We do believe that we may have another project the windows can be used for. Since Grace Exteriors has already incurred the cost of the windows and time spent managing her project the refund will be issued in November of 2023. Grace Exteriors hopes the refund will satisfy the complaint of this consumer. 


      Kindly, 
      *************************
      Grace Exteriors 

      Customer Answer

      Date: 09/29/2023

      Complaint: 20429880

      I am rejecting this response because: They need to confirm the amount of the refund they are offering.  I will only accept a full refund of ****** dollars.



      Sincerely,

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

      Customer Answer

      Date: 10/10/2023

      They need to be specific and I want to know the exact amount they are refunding me and to tell me it is all going to be on one check and not spaced out.  I want the full amount on one check and to specify the exact date.  I want them to confirm they are going to pay me $10,125.00 on one check and the specific date they are going to refund me.    

      Business Response

      Date: 10/19/2023

      Grace Exteriors has mailed ****************** the first refund check . We will continue to send her refund checks to have her refunded in full by the end of November. 

      Customer Answer

      Date: 10/24/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I have not received anything yet.

      Sincerely,

      *************************
    • Initial Complaint

      Date:02/20/2023

      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.
      We signed the contract for a new deck and covered porch, new roof, new soffits and gutters in December 2021 and placed a large down payment for the work to be completed. we were advised of a starting date of August 27th, 2022. this date has continued to slip with no commitment on when the work would be started. the current forecast is March or April 2023 but there is no confidence in this date since it has already slipped three times this year alone. I have repeatedly requested a refund of our down payments and that I would find another contractor if they were not interested.

      Business Response

      Date: 03/16/2023

      We have been in communication with him.  I believe we may be on good terms with him.  I spoke with him last week about his installation time and he seemed to be ok with it as long as we continue to keep him updated.  

      Customer Answer

      Date: 03/19/2023

      Complaint: ********



      I am rejecting this response because:


      This email is a complete fabrication and entirely untrue.  Nothing they have stated is based in any fact as has been communicated multiple times by email and verbally on the phone.  Companies such as Grace should not be allowed (and must be held accountable for) these types of lies and falsifications.  This response is completely rejected as un-true and we request the BBB to continue to apply pressure to Grace to maintain their commitments.  We have since informed the contractor (Again) that they have repudiated the contract and should reimburse our downpayment in full.



      Sincerely,



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

      Business Response

      Date: 06/27/2023

      On 06/12/2023 the customer signed a refund agreement and it has resolved this issue. 
    • Initial Complaint

      Date:01/27/2023

      Type:Customer Service 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.
      Bad - very bad. Not true to their word, had to change color of siding 3 times because they did not have what was offered, did good with siding as work goes. Windows not very well. May as well kept old ones. They do have the same amount of cold air coming in around them and some even on top where lock is. The whole project took forever to complete. This is the truth. No one checked with us while all this was being done. When we had an issue, had to tell the worker to go above his boss. Would have been nice to have a phone call. Want windows to be installed where cold air is coming in. Was told that would cost more now. So I want to be reimbursed for all pricing of items we had to purchase as well as all our time, labor as well as aggravation. We would like $6,000.00 a least.

      Customer Answer

      Date: 03/01/2023

      I went on Grace's Exteriors webpage and rated them 1 star and commented on your experience with them.  The business called me that night and sent a guy out here to check the gap.  He said they could fix it.  I told them to go and they called back (****) and said I was threatening them and harassing them.  

      Business Response

      Date: 03/16/2023

      I spoke with management and the installation team and they informed me that there is not a gap in between the windows.  The issue is that it is an older home and there is no insulation in the wall cavity and we do not do insulation.  They did not contract with us for insulation and that is not something we can help them with.  Our installer went out and explained this to them.  According to our installers, they were intoxicated when we went out and they were not happy with this response and asked our installers to leave.  
    • Initial Complaint

      Date:01/18/2023

      Type:Order Issues
      Status:
      UnresolvedMore 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.
      ***** ********* – what nightmare. We have been without a deck for 15 months. We paid ***** ********* $17,500 and they removed our deck in Sept. 2021. Since then, it’s been a series of mistakes, miscommunication, half-truths, and promises broken.

      They did finally start to build it in December 2022, and we did pay another $8750 when the materials were delivered. However, currently the deck is about half complete, and they have now left! Turns out they are trying to extort us for more money to finish the deck. When I talked to them on the phone yesterday, they also have refused to meet me in person to see my materials that refute their claim.
      I wish we had filed a complaint with the BBB months ago!

      I nod in agreement with some of the complaints people have written, especially this part: “it’ll be done in 6 weeks.”

      Business Response

      Date: 02/07/2023

      ***** contracted us on 9/13/2021 for a replacement of the deck. the original Contract was for 553 square ft,   We have made  fourteen separate trips for her to decide and make a decision on what she wanted.  In 06/2022 we informed ***** that she needed to make her final decision on color and size of deck and she 30 days to make those decision so we could get the job completed within the year.  Finally after numerous drawing she decided that she was going to draw the deck and  then 07/15/2022 at 7:37am we received a text that she was ready to move forward with the project based on her drawing.  I spoke with her and I made it clear that the price of the deck would increase because her drawing included more square footage, and she agreed.  At this point we were not sure if we could trust ***** but we went  on and started the work and started framing the deck.  ***** had them tear down the deck  and she made another drawing that increased the size of the deck.  At this point in order for us  to finish she needs to pay us $9683.37.  We do not have enough material and labor to cover the cost.  She was originally bid for a deck at $68000.00 and she contracted for $35000.00.   She still owes $8750.00 on the original contract.  She owes a total of $18433.37.  We have been in communication with her and she has been uncooperative.  If she give the green light 
      on the addendum contract in the amount of $18433.37  we will be out there in four to six weeks.  

      Customer Answer

      Date: 02/10/2023

      The consumer rejects the business response and will send her reason by email.

      Customer Answer

      Date: 02/20/2023

      Our complaint was filed online with the ****** ******** ****** on 1-18-2-23, case number ********This document has been updated on 2-2-23as noted below. By ***** ********* and *** ****** regarding the deck project at our home, ***** ***** *** ********* ** **********’s phone: ************Unfortunately, my experience with ***** ********* has been abysmal on all counts.Overview•My husband *** and I met with salesperson **** (9-13-2021)and decided to hire ***** to replace our large deck. ****’s proposal was initially for $48,000to replace our whole deck as it was. We told him we had done a $35,000 re-fi on the house so we were paying cash and would not go over that amount. We all agreed the reduced square footage could be done by adjusting the back section of the deck in some way, so we signed the contract for $35,000.This was verbal, they provided no deck layout drawings. •We paid ***** ********* half up-front, $17,500.•They tore the old deck out in September of 2021. That’s not a typo; we’ve been without a deck for 16months now.•The deck removal was almost complete when they quit working on it unexpectedly in late fall of 2021. Some of the debriss at there so long, I had to have my lawn care company remove it. •The entire year of 2022 was a series of mistakes, miscommunication, half-truths, and promises broken. •They did finally deliver part of the materials (12-6-2022) and we paid another ¼ of the cost, $8750.00. •They started building the deck at that time, but now they’ve left again with only the sub-deck complete. •As of yesterday (1-17-2023) they are now trying to extort an additional $9683.37from us to finish the deck. •Furthermore, the decision-maker(s)are refusing to come see the site or meet with me in person.They are claiming we made changes, which we did not make. •***** has completed the removal of the old deck and built the sub-deck, worth about $15,000. Yet to be done is the expensive part (the manufactured wood and railings)which amounts to at least$20,000.(Doing the math, for us to walk away ***** ********* would have to pay us $20,000 minus the $8750= $11,250.)•There are 3 players in this scenario: the sales guy ****, the office manager *********, and the installer *****.Lack of Leadership and Management at ***** ********* I’ve stood on my head trying to work with this company –I have asked countless times for the company owner’s name and contact information (in voicemail, email, text and in person with ****), but **** purposefully withheld that information. I still don’t have it even today. Because I’ve been a small business owner myself for 30 years, I explained to **** my purpose was to get us all together so that we could iron out some red flags that I saw coming. That never happened. When the company ownership information was not forthcoming, I asked who else was performing the top leadership role? Who is the decision-maker? At this point **** admitted that there is no one --the designated Managing Partner is a woman who has been inactive for 2 years(Covid illness I was told but who knows what the truth is?)The only other active person is *********, the office manager. Both offices have also been closed for over 2 years, which means no one EVER answers the company phone number (************.) It goes to voicemail. Virtually all my voice messages go unanswered. My only thread to connect with this company is **** the salesperson’s cell phone, *************** 22-2-23 UPDATE:I found the owner’s name by searching online. It is an LLC with one owner/partner, ****** ******. Since I filed my complaint with the BBB, ********* the office manager has called me a few of times. Today I reiterated that to go forward with negotiations, it must be with ****** ******. ********* is still refusing, saying the phrase I’ve heard for over a year,‘It’s company policy.” **** used that phrase all the time,and I can see now that it’s a trick they use to shut down any further discussion of anything.Doing further research on ****** ****** has revealed that she appears to have a habit of starting and closing home improvement companies? My heart sank. I’m really afraid they are going to disappear with our money because the most expensive part of the deck is yet to be done.Emails Similarly, my emails to the company at are not responded to. Below I’ve pasted in an example. Notice that in the earlier, July 8, email, the woman says she is ********* but she is using “****** *******s” email. Notice that ********* says,“I will be handling your job,” but does not even provide her phone number. She gives as the target start date Sept 5th, 2022.(This date was further delayed by *****, so that the start date turned into mid December, 2022.)As an example, in my reply, Nov. 29, I’m begging to hear back from her, and also requesting that s providde her direct phone number. She never does.3Imagine my frustration that for 16months, my only avenue to contact the company and get a response has been to leave a voicemail on salesman ****’s personal cell phone (************) or to text him. He rarely answers the phone live; he mostly replies to texting for communication. However,he does have a habit of leaving town (and not giving me a heads up) at critical points in the process. This also has caused issues.2-2-23 UPDATE:Salesman **** told me last week (Jan. 25, 2023) that he has left the company. I believe that only leaves 3-4 people at the company including the owner.Currently, no one at ***** ********* is apparently still working from home. Here is a description of the phone call I had with *********, in which I recapped my urgent request to meet with her at my home or her office(sent via email 1-17-2023): “On our phone call today you refused to meet with me in person, because “the office is closed due to Covid.” Ok, you said you tested positive 8 days ago? But not since then? I suggested we just meet at a coffee shop, but you declined that offer as well. Again, until you and I meet in person and you see the materials I mentioned, you don’t know the whole story.” Obviously we never met up.Why We Chose to Hire ***** ********* in the First Place The information below, through the end of this document,was provided by me via email to ***** ********* twice. Again, I was trying to get some sort of dialog going. There was never any reply.1)**** assured me that we would not have to wait on receiving materials from the manufacturer, as the other companies were having to do at that time. The product is locally produced and ***** purchases so much material from them that it’s not an issue. ***** could install the deck within weeks, certainly before winter set in. (Note: During the fall of 2021, **** simply disappeared for about 8 weeks, right when the work should have begun. A couple of months later he told me that his absence was due to a very serious family emergency, which I sympathized. However, no one alerted us as to what was going on. At that time the project should have been handed off to someone else.) 2)In addition to the deck, **** would provide some minor, extraneous carpentry services around other parts of the exterior. **** said that since the saw and equipment would already be on-site, this is doable without much time spent. The agreement was that I would separately purchase any materials needed for that. The list of “add-ons”included replacing the cedar railing and repair to a cedar stairway (unrelated to the deck) and removal of some window shutters . . . I made a list verbally and written, and according to **** this list of extras was approved by company management. ***** was aware it,and I also provided another copy to him when he was on-site installing the deck.(Note: I rushed out and purchased the expensive long lengths of cedar we would need for the carpentry work, expecting work to begin imminently. I’ve now had to store these through all the seasons changing, outdoors, covered, having to move them out of the way numerous times. Furthermore, a length of my in-ground sprinkler had to be removed because it ran under the deck –and then I spent the entire spring, summer, and fall of 2022 doing hand watering of my extensive planting beds during this very dry year –and every month thinking surely the deck would be finished by next month and I could have it reconnected.Currently none of the items on the Add-Ons list have been done. Some things on the list were timely; therefore 15 months later some items are either moot–I had already paid to have someone else do the gutters, or on the cedar deck more deterioration has occurred because I had been relying on the deck getting done much more quickly than it has.) 3)I wanted to give my business to a locally owned company to support the local economy but also nowing that if there were issues I could communicate directly with the decision maker. 4(Note: As a longtime business owner myself, I kept wondering what was going on over there? If I had a client whose project was going south, you bet I would be on the phone figuring out what the problem is and asking how can we make this right? I kept trying to talk to the business owner, to no avail. Even though a phone number was listed on the advertising, no one ever answered it. If I left a message there I would never get a call returned by the business owner. **** did finally tell me what was going on –the owner has been absent forover18 months and the office manager and the sales guys are running the company. Therefore, there IS no active leader or decision maker at the company, which explains a lot. There’s no one for me to talk to but my sales guy who is busy out making new sales calls all the time.)Here's the Source of the Current Problems My project is a large multi-level deck on uneven ground. I kept asking **** who the deck designer was, and initially he said it was himself. He then said it was *****. It was spring 2022 **** finally admitted ***** does not have any deck designers, nor was the company intending to provide one. **** and ***** and I had spent months standing around the empty deck space but accomplishing little. I begged them to better communicate to me the size and placement of the deck, using something other than waving our hands around gesturing this goes here, that over there. One time,in desperation,I even arrived with red and white stakes, asking **** to put them in the ground so I could see how the deck was laid out. He refused. It was finally clear I would have to do my own deck design, which took hours of research, trial and error.Good thing I’m an artist. I came up with the idea to include a firepit area to save square footage of expensive deck manufactured wood material. But the problem was that ***** had provided no accurate proportional reference drawing to keep the design within the allotted square footage. At this point I asked **** to please provide me with an accurate base drawing showing proportions and scale I could utilize. In mid July 2022, **** did provide a hand drawn figure on brown craft paper. I was shocked this was the extent of their abilities to provide the customer a drawing! I used that as the base since it was all I had to go from, and re-drew it on large-sized graph paper. I used tissue paper overlays to show the details like how the steps line up with the walkway, and where the drawing fits into the landscape –reference points being the large boulders and the tree location. ****’s brown paper drawing lacked any site references.As it turned out, that was a critical misstep. **** and I went through my drawing and tissue paper overlays in detail. We did talk about the square footage, but he did not indicate at that time there was a problem. I asked if he could just use my drawing as the final drawing and suggested he take it with him to the office. He declined, saying he would make adjustment on his brown paper drawing. I trusted him to do that. This was approved by all, in mid July 2022. Since this was approved in July 2022 –and we had already been waiting 9 months –how is it possible that ***** ********* made us wait 6 more months before starting in mid-December 2022? According to ****, our project was put behind everyone else’s on the schedule even though we had been waiting the longest. Go figure. The critical misstep mentioned above became obvious when they finally did start to build our deck. It appears that **** had mis-measured the base drawing by about 2 feet. Since it was the base drawing, this affected everything. ***** was flummoxed because it didn’t make sense to him either. I suggested that we get **** over here right away so that we can look at it together. ***** did get **** on the phone, but **** had left town for 3 weeks for the holidays without telling anyone. I was stunned that ****, knowing this long overdue project was starting, left town. Before he left, if he had simply stepped through it with ***** and me, on-site, this could have been avoided. That could have been done any time in the preceding 6 months. But he didn’t. And did I mention ***** ********* also has no project managers? 52-2-23 UPDATE:The subdeck has been finished, so it’s easier to make accurate drawings–my drawing is to ¼” scale, and it appears below. Compare that to ******* drawing which is on a piece of grade school lined paper; this is the drawing by whichtheyare claiming we owe them more money. The subdeck is complete, which leaves the most expensive part of the job yet to do--the manufactured wood product and railings. In closing, the claims on their website are a fallacy: “As deck builder specialists, we are dedicated to providing you with a reliable and professional service to meet all your needs.” “We are the region's leading professional with over 120 years of combined experience.”Deck builder specialists? Truly, if ***** ********* would have utilized the tools that virtually all other deck companies do,all of this would have been avoided. My deck is large and is on uneven,steep ground. Trying to measure it accurately with a regular tape measure was impossible when the sales guy **** was doing it. I was really surprised he was not using a proper tool --a laser-enabled measuring devices. This would have gotten an accurate read of the linear and square feet from the beginning.Instead of the pitiful brown paper drawings, ***** ********* should be providing its customers with drawings that are made using deck software so that it could show elevation as well as design.These are everywhere now, there’s no excuse. Apologies for repeating myself,but if they had used deck software, the many issues would have been evident early on. FYI, here is a link that shows you what the other deck companies are is using. Even ***** and **** ***** have free do-it-yourself deck design tools:**********************************************************/AT THE BOTTOM OF THIS DOCUMENT ARE THE DRAWINGS AND ADD-ON LIST MENTIONED ABOVE.***** *********–the final brown paper drawing **** did.It has no site references to show proper positioning, which led to problems.*****’s drawing with tissue paper overlays showing site references(tree, boulders)for deck placement.We all used this as the final drawing  since June-July 2021. No changes have been made.6***** ********* most recent drawing, based on the installed subdeck. Now they are trying to extort $ from us --claiming it’s 709 square feet –which is 123 more square feet than our contracted agreement of 553 square feet. It’s not.***** the installer drew this and wanted me to confirm he showed it to me, so I signed it. Then ***** ********* tried to trap me by claiming my signature  proves that I accepted their additional charges. It certainly does not.7My most recent drawing, to scale based on the subdeck installed.This is 509.5 square feet, short of the 553 square feet we purchased.8The “extras” list that was part of the original contract agreement, which ***** ********* has not disputed that they would do this. 9This is FYI for clarity and comparison, this is a simple example of 3D deck drawings that ***** ********* failed to provide

      Business Response

      Date: 03/16/2023

      We are a standstill with the consumer.  She has not paid for the additional materials needed for the job.  We have done more work than what we have been paid for.  We are still communication in the consumer. 

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