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:06/25/2023

  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.

  In June of 2022 I paid OnCenter Contracting $4,500 to install a 12x12 pergola on my back patio. OnCenter purchased their lumber from ******* as a kit. They seemed to do a fine job when it came to the installation, but throughout the year following the installation, the lumber cracked significantly and the large structure pols began to split in half. All of the wood involved with the pergola was bent, cracked and defective. I had OnCenter come back out to my house on June 3, 2023 to show them. I started to get excuses and statements such as "I'm not sure what we can do about this." I asked *** ***, owner, to take some pictures of the large splits and cracks in the wood. He took pictures and videos and I believed he could see just how bad things were. I waited to hear back from him, but always had to reach out to him. Finally he replied that ******* would not warrant the wood and the only thing they could do is replace the poles and the warped, bent fencing. He said they would not replace anything else. The entire pergola has defective wood and needs to be completely replaced. OnCenter needs to escalate their case with *******. They are being unfair to me by not honoring my warranty with them. *** *** told me if ******* would not warrant the wood for then, they cannot do that for me. Very bad business practices. I paid good money for this pergola and it needs to be completely replaced or I need all of my money back so I can hire someone that knows how to choose the correct wood

  Business Response

  Date: 07/06/2023

  OnCenter Contracting did install Mrs. ********* pergola. We followed all of the proper building procedures, pulled all of the required permits for the project, and conducted ourselves in a very professional manner. OnCenter Contracting is a family owned business that consists of myself and my father. We take great pride in all of our projects that we take on. All of our customers are very pleased with our work, including Mrs. ********. During this project and every project we do, we take extra care to look over the lumber and materials that will be used in the project. Mrs. ********’s project was no different. We looked over every board before we installed them. Throughout this project we took many pictures and videos so future customers can look at our work, and there were no defects to the lumber being installed. Mrs. ******** was so pleased with our work that she recommended us to her parents and also her daughter. All pressure treated lumber is treated with a chemical that makes it resistant to rot and decay from weather conditions and termites, and when the wood dries out over six to twelve months it will begin a process called checking. During this process the wood dries and releases built up tension in the wood and the wood will appear to crack. This is what Mrs. ******** is referring to and described as cracks. It is a completely natural and unavoidable occurrence in the wood. I will attach an article to the email that will better explain wood checking. I have educated Mrs. ******** concerning the aforementioned information regarding wood checking and the natural process of wood. However, the information fell on deaf ears, and she continued to insist that the wood was defective and is convinced the whole pergola is falling apart. I also consulted with a representative at *******–the supplier of the wood. He confirmed that her pergola is still in good condition and that her requests are irrational. I understand that the wood checking can be unsightly sometimes, so I offered to change out all of the posts that had the worst wood checking on them at no cost to Mrs. ********. She refused this offer. She states that “her pergola is defective and crumbling”. I can reassure you that there is absolutely nothing wrong with Mrs. ********’s pergola. The pergola is structurally sound and safe. I have been very accommodating and understanding through this process to try to appease her requests. I even offered to build a new pergola with no labor cost if she wanted to buy new wood. Mrs. ******** also rejected this option; she wants the entire pergola replaced. Mrs. ********'s requests are unreasonable and unwarranted. She is uneducated with the properties of wood and has no ground for these accusations. Mrs. ******** has been harassing me and left negative comments on all of OnCenter Contracting’s social media platforms, Google page, and professional websites. Mrs. ******** has also had her friends harass me and message me. 
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  Sincerely,
  ****** ***
  OnCenter Contracting
  
  

  Customer Answer

  Date: 07/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because I truly believe that I have more issues with this pergola than what is called "the normal drying process of treated wood."  I have hunks that have fallen out of the wood.  I cannot even stain this wood.  I tried to stain it and when through one of my several $55 per gallon stain that I purchased because the stain is falling into all of the cracked and chunked up areas.  I would end up needing 10 gallons to fill all of these defects. 

  I have a pole that is very obviously bowed as seen in the picture.  If only this pole is replaced, then I cannot stain it for a period of time because that's the rule for treated wood.  So I am left with a multi-colored pergola and the wood that will be from different stock and will be aged differently.  There must be a better compromise on this resolution for the large amount of  money that I paid for a company to purchase a "kit" which wasn't even something I knew about when I hired them.  I was told they would build me a pergola.  To me that meant from scratch for that kind of money.  

  When I recommended the company to my parents, they were still in the process of building my pergola.  I had no idea the horror that was ahead for me and I will no longer recommend this company to anyone.

  This business is not willing to compromise with me.  They have a "take it or leave it" approach with their offer and it's very rude.  Then they continue to call me Mrs. ******** when they know for a fact I am not married.  Going on and on about a family business, father and son, sounds so wonderful and great, but then treating a customer like this makes their narrative null and void.   All of the positive posts that I see on their social media are from 2020.  Have they done what many new businesses to and get friends and family to put positive posts out there to start there business off with this great rating?  I can't say for sure and I cannot lie and say I have had a good experience with them. 

  I have posted my experience on social media which is what it's there for.  To help other people make a better decision.  This is not harassment.  I have told the truth and put true pictures of what I'm dealing with.   If OnCenter Contracting wants me to add to my posts with positive updates, I am happy to do that one this situation is taken care of. 

  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ********