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:08/21/2023

  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.

  We hired Shoreline to build a dock in the Fall of 2021. In the winter of 2022, it was hit by ice and damaged. They acknowledged the damage and repaired it. However, it was clear on first look it was not repaired. There is a series of emails where they admit that they offloaded the repair to someone they had subsequently fired. They said they would return but they did not repair the footings and have not responded to further conversations. Uploaded full timeline plus relevant emails. Last certified letter was not responded to.

  Business Response

  Date: 09/05/2023

  Good Morning.  I am responding to the complaint filed against me.  This is based on false accusations.  The homeowners dock was constructed before the winter season, paid for and with positive approval from homeowner.  That winter there new dock was hit by ice compromising a dock leg.  We then went back on a couple different occasions and fixed the damage which occurred from the ice.  There is nothing structually wrong with the dock.  The homeowner is still currently using the dock although have made claims of being unsafe.......... 

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Attached are 7 photos. Keeping in mind the water is very deep near part of this dock and at the time some of these were taken it was VERY cold.  But as you look and zoom in to each you can see the same fundamental issue - when the dock was built the Legs and the Crossbeams sat square with each other.  That is not the case on most of the legs.  They are welded in some cases, edge to edge.  In one case, you can see where it is just missing. While this provides some stability (at least for the moment), I have talked to several engineers and contractors who say it should not be left in that condition very long.
  

  
  

  More to the point, this is NOT the repair we were promised.  We paid to have it returned to the condition it was in prior to any damage and that has not happened.  You have many emails etc back and forth and a timeline. But I would draw your attention to this exchange of June 5, 2022.  

  
  

  As far as the welding goes Darin says he will definitely look at them and go over anything that needs to be improved.  We unfortunately hired a new employee under the impression he had welding experience and turns out that was false and have recently let him go.  Not checking his work on your job was my fault and I am sorry. 
  

  
  

  The follow up to that from Shoreline is that they were going to redig and reweld the legs.  Despite numerous requests, that has never happened.

  
  

  If for some reason you do not have the other documentation provided with our original complaint, let me know but there was quite a bit in that submission.

  
  

  Thank you very much.  ****** *********

  
  

  
  
  Regards,
  
  ****** *********