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:05/31/2022

  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.

  This company added a porch onto our home in 2018/2019. And while the porch was beautiful, just a few years later, our ceiling began to leak where the new roof was added, the planks from the trex began to pop up and the stones began to crack off the columns. Im bringing in a new contractor, we learned that he used incorrect materials to complete the work. He chose to use these materials to save money which is directly causing the problems that are occurring. He has not returned our efforts to contact him. We spent over $40,000 on this project and now needs to spend thousands more to repair this work. This is causing safety issues for my family. Photos of the problem areas are attached; however, these are just the problems the we know about and we are sure there will be more to be uncovered.

  Business Response

  Date: 07/02/2022

  I was first made aware of theses issues on June 14th. Since that time, the roof leak has been repaired and the Sheetrock has also been repaired, Spackled and painted at not cost to the customer. I am currently awaiting color matching screws to repair the deck boards. I expect to have that completed in 1-2 weeks. The contract for my work did not include structural  foundation, footings or stone work. The customer had that work completed by someone elses. The contact with DJH was for ****** not the amount listed in the complaint. I am currently waiting on a call from their architect to help resolve the issues unrelated to my work. 

  Customer Answer

  Date: 07/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   As you can see in the attached document, the cost was over $30,000.  It also included footings.  We have had multiple contractors come and look at the project, along with the ***** whom ************ recommended.  The ***** informed us that he told ************** team that the columns were being built incorrectly and that they would not hold the stone. ************** team told him to just do the work as per the *****.  Per multiple contractors, it was not the foundation that is causing the issue.  It is the way the column was framed and built on top of the deck rather than the footing which is causing the issue.  This is the work that ************ was responsible for. We had reached out to ************ when the stones first began to crack off and had not heard back until the BBB complaint was filed. 

   

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 07/18/2022

  I spoke with the homeowner, ********************* and showed him that the 6 x 6 columns are built on the footings, not on the deck. The popping deck boards have been fixed and ******************** has now asked for new screws, which I will be back to install. These have plugs and are not the previously used color matched screw. As you can see from the photos I am attaching, The footings have lifted up, pushing up the 6x6 post. This would not be caused by popping deck boards, rather the deck boards popped due to the footings lifting.  The footings appears to have also raised the columns enough to push up the aluminum facia boards, again not caused by deck boards coming up.

  Customer Answer

  Date: 07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   He has not addressed the crumbling stone at all. The 6x6 is the wood post under the cultured stone(which we know is sitting on the footing). The cultured stone column (and all its weight is what is sitting on top of the deck and it is most likely settling which is causing the cracking/damage to each column. If the footings are lifting someone has to explore(dig down next to cement footing) and see if it is below the front level to spec of the plans. With the amount of weight/force from the roof/columns and deck pushing down I would find it unlikely that the cement footing would be able to heave(rise up) from being above the frost line.
  

  the contractor has not even begun to explore why the columns are crumbling despite being told multiple time that this is our concern  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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