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:03/26/2025

  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.

  I am looking to have the deck board issue resolved at present and to have the other 2 of 3 issues re-visited as well as proper sanding of the handrails. Also, please note that I have not received a copy of the 1-Year warranty that was verbally stated to me for the record. Reimbursement of $4000.00 as over charged.

  

  Business Response

  Date: 03/29/2025

  Mr ******** we are happy to help you with your deck board issue and sanding of railings. Unfortunately KO Deck Pros did not build the existing frame of your deck there for there is no warranty when adding decking and railing to an existing deck frame. But we are happy to replace the deck board your un happy with and sanding of the railings. We will contact you to schedule your repairs 

  Customer Answer

  Date: 03/30/2025

   
  I am rejecting this response due to more clarification for scope of work to be performed and responsibility of materials and supplies.  Also, the financial reimbursement is still on the table that needs to resolved.  Please see the attached reply on the MS **** document for for further details. 

  Sincerely,

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

  
  

  

  Business Response

  Date: 03/30/2025

   Mr ******** you agreed and accepted a qoute for the agreed price. KO Deck pros completed the job that was qouted and has accommodated all of your request making multiple visits to your home to fix and resolve all issues that you have. Your request for a refund is declined how ever we are happy to make another visit to your home to resolve this issue.if you reject then there is nothing left for us to do and we wish you the best

  Customer Answer

  Date: 04/01/2025

   
  I am rejecting this response because:

   

  From: ******* ********

  Subject: Second Reply

  To: BBB to be sent to: KO Decking:

  Date: 03-31-25

  To: KO Decking Pros

    The Items/Issues shown below the last arrow point are what I want taken care of

    I am requesting available dates to have All Items taken care of on the same day.

    All materials and supplies for each item will be at the expense of KO Deck Pros and of same material and wood quality already existing and installed including hardware and standards used

   

  Item #1:

  The First issue (Reply from KO Deck Pros on 03-29-25): The deck board that was cut short, the solution would be to cut another deck board that is of the correct length and replace the one that is presently there.

   

   

   

  Item #2:

  Sanding of all top handrails and wood spurs from 80 to 120 grit.  Please note that the sanding at 80 Grit was unsatisfactory as it did not remove the wood spurs.  There should be no visible wood spurs and sanded to a minimum 120 grit, starting with 80 per the two people referenced in my complaint letter. 

   

   

  Item #3:

  The corner top handrail boards that were addressed by Brians partner, but not corrected to 100% after his efforts.  These need to be replaced so that they have the correct fitment and that the Rolloff angles are matching with the existing handrail boards on either side. 

  Please see the photos on the additional pages to show the issues of both the Right and the Left corner top handrails. 

   

   

   

   

   

   

   

   

   

  
  

  

  Business Response

  Date: 04/01/2025

  Will get someone out there tomorrow 

  To replace short deck board 

  Replace top cap corners 

  Sand top rail 

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint to pick a date for next week COB of 04-11-25. 

  I am selecting Wednesday  04-09-25 at 9:30 AM to arrive at my home.  I am again looking forward to see the complaint tasks that have already been filed and posted below to be resolved to 100%. Please notify me when you are 30 minutes out via Text, only for this occasion prior to coming.   Please be sure to bring your ladder to get on and off the deck from the outside.

  Thank you. ,

  *****

  Item #1:
  The First issue (Reply from KO Deck Pros on 03-29-25): The deck board that was cut short, the solution would be to cut another deck board that is of the correct length and replace the one that is presently there.
  
  Item #2:
  Sanding of all top handrails and wood spurs from 80 to 120 grit.  Please note that the sanding at 80 Grit was unsatisfactory as it did not remove the wood spurs.  There should be no visible wood spurs and sanded to a minimum 120 grit, starting with 80 per the two people referenced in my complaint letter. 
  
  Item #3:
  The corner top handrail boards that were addressed by ****** partner, but not corrected to 100% after his efforts.  These need to be replaced so that they have the correct fitment and that the Roll off angles are matching with the existing handrail boards on either side.  

  Note: All materials and supplies for each item will be at the expense of KO Deck Pros and of same material and wood quality already existing and installed including hardware and standards used.

  
  

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because:

  Results of KO Deck Pros attempt to correct 3-Items/Issues from their reply to the BBB:

   

  *** style="margin-left: 0in;">First Item was the replacement of the ********** *** style="margin-left: 0in;">Second Item Both Right and Left facing handrail corner boards *** style="margin-left: 0in;">Third Item was the sanding to 120 Grit sanding on all handrail ********************

   

  The First item of the replacement of the **********, was completed and accepted as the deck board was now cut to the correct length like the other ones.

   

  The Second item of both the Right and Left facing handrail corner boards.  These were to be replaced and installed with correct fitment. 

     The Left facing handrail corner board was replaced and the fitment is now completed and accepted.

       The Right handrail corner board was replaced and appears to have correct fitment.  This cannot confirm as the side top handrail that buts up against it has been damaged by him with his hand held circular saw, where he gashed into the side board 4 time leaving it with jagged saw cuts.  This is a completely unacceptable work ethic and now created another issue that has to be resolved as it will have to be replaced.

   

  The Third item for sanding from 80 to 120 Grit was unsatisfactory as only 2 of the top handrail boards were done correctly.  It appears that he quickly glazed over the remaining top handrail boards.  He was done in less than 10 minutes on sanding the top handrail boards.  Very poor and unacceptable quality for the remaining top deck boards.

   

  The contractor (***** ******) KO Deck Pros packed up his tools and ladder and drove off from my house after causing the damage and leaving the issue of the damaged side top rail board still intact on my deck. There was no  knock at the door, No Phone Call, No Text or Email notification to me.  This appears to be the MO/Style of KO Deck Pros.  ***** ****** as he is the owner of the company is showing another issue of irresponsibility.   

   

  This matches up perfectly, when they cut the *********** Line at my home under the deck and never called me, Piedmont *********** or ************** to apprise them of the issue, of which is a Federal Offense per ******************** Investigator.  This was a 25 Ft *********** Pipe Bomb running into my house, that could of ignited during the lightning and thunderstorm that evening.  The end result left family with no heat or hot water after they turned the meter gas line valve off and left.  This was explained in detail in my complaint against them along with deck issues above as well as being over charged for $4,000.00  when being taken advantage of for labor.

   

  At this point in time, I do not want KO Decking to return back to my property and will now have to consult another contractor to resolve this new issue.

  Sincerely,

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