Complaints

This profile includes complaints for Next Level Pergolas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Next Level Pergolas, LLC

  1315 S Shepard Ave El Reno, OK 73036-6367

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  Next Level Pergolas, LLC

  null El Reno, OK 73036

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:03/10/2023

  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.

  In May of 2022, we contracted with Next Level Pergolas to replace and re-slope the polycarb roof on our pergola so that it would drain into the gutter on the house rather than into the middle of our outdoor living area. They were clear at that time that they were very busy and would not be able to get to us until August. We agreed to this, and in early August, they arrived to swap out the roof. The work appeared to go well, but they packed up and left before I could really give a thorough inspection. I asked if they had re-sloped the roof, and ***** stated they had. I asked if he had tested to make sure the water was flowing into the gutter. He said he had. This was my first indication that he might not be being entirely truthful, as there was no water present on the ground, and my hose did not seemed have been used. There was absolutely no change to the structural components that would indicate re-sloping. I gave them the benefit of the doubt that perhaps the water had already dried, and I just couldn't see the evidence of the re-sloping from the ground. The next time it rained, it was clear the issue had not been solved. I contacted *****, and after 2 months of him being dismissive, he made good on his agreement to come out and "fix" the issue on November 29th of last year. He did not fix the issue. He tacked on a few inches of roofing to the existing plastic and snuck off without letting me verify the work. Once I realized he had left, I went out to test it, and he had actually made matters worse. Because he tacked the plastic on top of the existing plastic, water now pools on top of the roof rather than running off. He has refused all subsequent communication. Attached you can see examples of Next Level Pergola's work and the owner, *****************************, commitment to customer satisfaction and to his own 2 yr Labor Guarantee.

  Business Response

  Date: 03/14/2023

  We were going to fix all the issues from his existing pergola problems but when my crew and i went back out the 2nd time, the customer was very rude and verbally aggressive and demanding stuff that was not on the contract. we didn't exactly what he wanted but its hard to work for someone that is acting out of other and demanding more and more, we always try to fix the issues on our pergolas but the way he went about it that day was uncalled for and we will not work for clients like that, if he wasn't so rude and demanding the problem would be fixed! We tried and we cannot solve everybody's little problems especially when im getting talked to like i was that day from him!!

  i have all the text messages if needed

  Customer Answer

  Date: 03/14/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I, too, have all of the texts and am happy to provide them. They are exactly the same tone I took when letting them into the backyard and showing them the two places where water was leaking onto my back porch. Any verbal interaction between us that day was entirely professional and lasted less than 2-3 minutes. It is curious that I was patient enough to wait 3 months for them to come out and attempt a fix, only to act abusive once they got here. 

   

  I have attached the contract, with highlights demonstrating what areas I feel they are in breach of contract. Specifically, "run off going towards gutters," not into the middle of my back porch or, as it is currently, pooling on top of my pergola roof.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/24/2022

  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.

  We contracted this company to build a pergola with a signed contract of completion on October 19th and paid half down payment of 7000. The owner Kirby Woodard changed the date twice and when we expressed are displease with him breaking the terms of our contract simply stated he would not work for people like us. We have all of the interactions in text messages for the record because he would not answer our phone calls as of today we still do not have our 7000.00 refund very disappointed. Completely unprofessional demeanor
  

  Business Response

  Date: 10/31/2022

  We moved these customers up on our schedule putting them in front of 5 customers that were going to be before them because when I contacted them to tell them their new install date but ************************* was not happy because he had a get together and we couldnt make it happen by that time.. plan and simple I told them on Sunday October 23rd that I would be mailing the half down money back the following week as we did they got their money and deposited it back into their account! We did them good we dont have to give them the full $7000 back because we bought supplies but I was nice enough to refund the whole amount!

  Thanks ************************* Owner of Next Level Pergolas LLC