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:07/10/2023

  Type:Customer Service 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.

  Hired company to construct PVC deck, completed August 31, 2019. Gave deck a chance to settle. Numerous fit/finish issues. Fascia corners poorly aligned, several deck boards were cut too short, the high-end deck boards bowed in one area, and several fascia, deck boards, and rail cables came loose, which we sought've to remedy through a warranty claim.Called them Wednesday, 5/30/23, and was assured our concerns were covered under warranty. I emailed their requested photos of the problem areas on Thursday, 6/1, and were told Monday, 6/5, that their ******* would be in touch by end of week to schedule a visit. Through 6/19 theres NO communication. I email and receive a reply Thursday, 6/22, that the foremans truck broke down. Ok, it happens, but why no message about this for TWO WEEKS until I finally reached out? They then set a visit for 6/28 between ****pm. I asked that the ******* text my wife that day when his ETA is clearer since we have a baby and want to work around his naps. "Will do!" they said. 6/28 comes, and NOTHING. Instead of running errands, my wife felt compelled to stay home in case they showed up late. By late afternoon I email asking why the no-show and make it clear we're unhappy with the repeated poor communication and flakiness. The next day, we're again told that their trucks broke down and that someone will reach out to us "no later than next week." Trucks again? Really? And no message not to expect their SCHEDULED visit that day?It's now Monday, 7/10, well on the other side of no later than next week. Weve AGAIN had ZERO contact from 3R. We just want what's *********** us under warranty but have no faith given the repeated lack of communication and follow-through that this will happen.

  Customer Answer

  Date: 08/10/2023

  After filing the BBB complaint, ****** Gates from Three Rivers Custom Decks reached out to us 7/11/23. She reported a crew member (****) was in the vicinity and could stop by within ***** minutes, but we were hosting company, and with such short notice we could not accommodate ****'s visit. We were able to schedule a visit 7/12/23. After viewing the issues with the deck and telling us he would get back to us with a remediation plan, we heard nothing until ****** checked in with us 7/21/23 inquiring about the status of the work. We advised her there had been no work performed and no follow-up contact with the **** since 7/12/23. She stated she would follow up on her end and someone would get back to us ASAP. After hearing NOTHING for 17 days, I reached out to ****** on 8/7/23 to yet again to inquire as to the status of our case. She facilitated **** reaching out to us to schedule a follow-up, and he ultimately advised us that he would contact us again next Monday, 8/14/23, to formally schedule a follow-up. So, there is a continuing pattern of reactive rather than proactive communication with us as well as obvious lack of internal communication within the company about the status of our case, and none of the warrantable issues have been resolved. We remain highly displeased with their 'service' and quality of their product.

  Business Response

  Date: 08/18/2023

  We have been working with the customer to resolve the issues.  They are under our warranty, however we have had a truck in the shop for over 8 weeks (*********************************, ***********, **)  Limiting our production managers ability to procure the needed material to properly complete the warranty.

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20301223
  
  I am rejecting this response because:

  This is not an issue about technical delays. It is about repeated patterns of poor communication and follow-through. If a company truck is out 8 weeks, that's understandable, we will not expect any plan for ************* least 8 weeks. However, if the company tells us to expect contact or a visit on so-and-so day and it doesn't happen until either days later or only after we take the initiative to reach out, that is poor customer service any way you slice it.

  The latest example is the production manager texting me on Monday, 8/7, to tell me he would be out the following week, not sure which day, but that he would let me know by the following Monday, 8/14. He did not contact me until Friday, 8/17, when he left a voicemail explaining that the heat kept him behind schedule. The heat is no excuse to leave us hanging on Monday, Tuesday, Wednesday, and Thursday. I asked my wife to contact him (since I was at work) to arrange follow-up. He told her he will contact us on Monday, 8/21. We'll see.

  Sincerely,
  
  Tula Top