Information and Alerts

Pattern of Complaints

A file review was performed due to the number of complaints and the similar concerns we have received from consumers regarding their interactions with this business. For the three-year reporting period, Kennedy's Custom Deck & Fence LLC has received 6 complaints. 5 of the 6 complaints were closed as “No Response”.


Consumers Allege:
1- Lack of Communication: A significant number of complaints cite poor or no communication, with customers repeatedly reporting being ignored via phone, text, or email. Promises to return or complete the work often went unfulfilled without any updates.


2- Delays and Unfinished Jobs: Many complaints highlight that contractors started projects but failed to follow through, leaving jobs incomplete for long periods—sometimes with materials left unused or partially installed, creating unsafe or unsightly conditions.

3- Failure to Meet Deadlines: Multiple complaints mention the failure to adhere to agreed-upon start and finish dates, with contractors offering excuses for delays but not following through on rescheduled commitments.

BBB strongly suggests that Kennedy's Custom Deck & Fence LLC considers reviewing the internal policies and procedures due to the increase in BBB complaints.

Kennedy's Custom Deck & Fence LLC may benefit by:

1- Clear Communication Protocol: Implement a system that guarantees timely responses to customer inquiries (e.g., within 24 hours) and provides regular updates on project progress. Automated text reminders or a project management app could help track commitments and appointments.

2- Realistic Scheduling and Adherence: Develop a more realistic scheduling process that factors in realistic timelines for each project. Commit to not overbooking and allocate time to complete projects before accepting new ones. If delays are unavoidable, proactively notify clients with updated, confirmed timelines.

3- Partial Refund or Completion Assurance: Introduce a policy where customers are given a clear outline of milestones, including a partial refund option if work is delayed beyond a specific period. This could also include a final review meeting to confirm satisfaction upon completion, ensuring that the project is finished as agreed or their deposit is returned.