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:08/27/2024

  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.

  On May 21, 2024 I signed a contract with ****** ****** of Exterior Wood Care to take down my old wood deck and build a new composite deck. This was a large project with a total cost of $40,520. A deposit of half down was required. I gave him a check for $20,260 which he cashed. He had an opening for deck to be completed in June.
  No work has been completed on my deck. Nothing has been started. No schedule for even starting the project has been given to me. From May 21st until August 23rd ****** never answered any of my phone calls. He would intermittently answer text messages. He stated initially part of the deck supplies was on backorder. Then I had to request to wait on the deck due to needing to get the roof replaced due to hail damage. The roof was completed on July 26th. We exchanged text messages, but ****** would never give me any clear answers when I asked if the materials were all available, schedule, anything. Then from August 2nd until August 23rd there was no communication back from ******. Now the phone number for ****** ****** no longer works. I am requesting my money back.

  Business Response

  Date: 08/27/2024

  This complaint attempt holds no validity whatsoever. Ms. ******** has been informed of the supply/backorder issue from the very start. I have responded to her NUMEROUS text messages that she sends morning, day, and night with no consideration to myself or my family. I explain to her that I have no control over the materials being on backorder, and that she would be the first to know when her items do arrive, and when this happens I would get her on the build schedule ASAP. This sort of thing happens all the time in the construction industry, and most people understand this. Obviously, Ms. ******** does not understand or agree with this. Special order/backorder items are non refundable, so her refund request is not an option at this point. All we can do is continue to wait for these items to become available, and when that happens, the construction will begin. I've had customers in the past who have had to wait 8 months to a year for their materials to arrive, and not one time did these customers ever complain or do what Ms. ******** is doing. I am not in breach of contract. This is getting very close to being slander on Ms. ********'s part. She is also causing myself and my company irreversible damages which could negatively affect future business. I ask that this stops immediately. When the materials  arrive, Ms. ******** will get her deck. ***** **** ****** ****** **** *** 

  Customer Answer

  Date: 08/27/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I have no way to communicate with ****** ****** as his phone number is no longer active.  Also, I am rejecting this response because the reasons for the deck not being completed keep on changing.  Initially it was because of the Dry Space.  Now ****** is saying that there are additional supplies not available.  ****** is not able or unwilling to provide a list of what supplies have been ordered for my deck.  I have asked several times for this information.  Per the city chief inspector, he has also not submitted a permit to build my deck and his license is expired.
  
  
  
  **********
  
  ******* ********

  Customer Answer

  Date: 08/30/2024

  Yesterday (8/29) I sent the below communication.

  
  ***********************
  ****************************************************************
  
  I am formally filing a full bond claim on Exterior Wood Care, LLC and ****** *******  
  
  On May 21, 2024, I signed a contract with ****** ****** of Exterior Wood Care to take down my old wood deck and build a new composite deck. This was a large project with a total cost of $40,520. A deposit of half down was required. I gave him a check for $20,260 which he cashed. He had an opening for deck to be completed in June. No work has been completed on my deck. Nothing has been started. No schedule for even starting the project has been given to me. From May 21st until August 23rd ****** ****** never answered any of my phone calls. He would intermittently answer text messages. He stated initially part of the deck supplies was on backorder but never provided clear answers for the timeline.  Then from August 2nd until August 23rd there was no communication back from Rodney. Now the phone number for ****** ****** no longer works.  Per the city chief inspector, he has also not submitted a permit to build my deck.
  
  I have requested a refund from Exterior Wood Care with no response.  
  On August 21, 2024, I submitted a complaint to the Nebraska Attorney General's Office.
  On August 21, 2024, I filed a police report with the Douglas County Sheriff's Office.
  On August 27, 2024, I submitted a complaint with the Better Business Bureau.
  

  With receipt of this information, please respond in 3 business days with confirmation received and timeline on next steps.
  Thank you for your attention to this matter.
  ******* ********
  **** ******  ************

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair 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.

  I paid upfront for a concrete resurfacing job to be completed. It has been well over a year and the job has not been completed nor has ****** responded to my numerous attempts to contact him for a refund of status of potential work being completed.

  Business Response

  Date: 04/19/2024

  Hi there,

  I have never received any sort of correspondence from the customer asking for a refund. The last time we spoke, I explained to the customer that I was waiting for the sub contractor, who was hired to do the concrete resurfacing, to get back to me with a time frame in which it would get done. I assured him that the work would get done. If Jon did send more emails to me, they were either overlooked somehow or possibly ended up in my spam folder. My apologies if either of these things did happen. The sub contractor has informed me that they will be getting the job done once we have consistent warmer temperatures. I will also email the customer this information with hopes that this does not go any further as a complaint to tarnish my raring with the BBB. Thank you, ****** ****** 

  Customer Answer

  Date: 04/20/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** *****