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:04/23/2024

  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.

  Company built a deck and there re many issues. Floor boards are lifting., There are long floor boards and short floor boards. Big gaps between floor boards. Loose railings and screws popping out.

  Business Response

  Date: 04/24/2024

  Good Morning,
  
  
  Beginning right after the contract was signed,  we unfortunately have had reoccurring issues with this customer. He did not believe that he received a military discount, but we showed him that he in fact did. He was also upset that his contracted price with us, was slightly higher than what his insurance company was going to pay him. Even though that issue did not pertain to us, we decided to reduce our contract amount to match what his insurance company was going pay out.
  
  
  We believe that we went above and beyond our contractual obligations in attempts to leave him satisfied with his project. The first morning we started the project, he sent disparaging messages about thew installation crew and progress that was being made. These were followed up by multiple additional emails and texts. He had some concerns about building code, that were quickly addressed with documentation showing all standards are being met. On our first day of framing, he sent an email stating I hope you have lots of insurance if the deck collapses. 
  
  
  Once the project was complete, he signed a Certificate of Completion on 1/23/24. After this was signed, he had some new concerns that he wanted resolved. We fixed those issues within one calendar week. After they were resolved, he stated a new list of concerns. We documented these concerns using a Punch List. We signed that sheet on 2/2/24 (a Friday)  stating that once these items were complete, the project would be considered completed. The following Tuesday, we went out and completed the list of issues to his satisfaction.
  
  
  On Sunday 3/17/24, the customer reached out to us via email about some Warranty issues. These included some pressure treated boards that had popped due to expansion and contraction from temperature changes. In his email he stated that he was going to contact both his lawyer and the BBB. In our signed contract and signed workmanship warranty, it lays out how to submit a warranty claim. Even though the customer did not follow this process, we let him know that we would be out to fix the issues. We also have language in our contract that states that we have a right to resolve any issues in a timely manner. Within two business days, we sent an installer out to fix the warranty issues to his satisfaction. 
  
  
  That was our last communication with this customer. Three of the pictures that he shared in his complaint are not valid warranty claims. These small gaps are needed for expansion and contraction. If there were not any gaps, it would only result in additional issues down the road. The one photo does show a board that has popped. We would have happily created a warranty claim for this and resolved it in a timely manner had we known about it. We will reach out to this customer and resend him his signed documents on how to file a warranty claim through our website. 

  If the BBB would like to see documentation of anything detailed above, we would be happy to provide it. 

  Business Response

  Date: 04/24/2024

  Good Morning, in reference to our initial response, please let us know if you would like any of the documentation described in the first message. This includes, photos of the project, signed paperwork, disparaging messages, and others. Thank you. 

  Customer Answer

  Date: 04/24/2024

  I guess the weather caused posts or the floor boards to shrink in thickness also.

  There are also many floor boards that are long and over hang the deck and there are some that are cut to short.

  Also when they hand delivered the workmanship warranty they changed the warranty from a 5 yr to a 1 yr.

  But I do have a copy of the 5 yr one on my computer that they sent when we first hired them

  Also I only sign papers when they do some work.

  They also used the wrong type deck screws and that is why they keep popping out.

  I also found  a 6x6x8 ft footer post under my deck that they never used for the footers

  Business Response

  Date: 04/30/2024

  Good Morning,

  We are confident that the post and deck were installed both correctly and to building code. If there are any new warranty issues that arose since the last warranty claim was brought to our attention, we will address them accordingly. Unfortunately, we were only made aware of them through the BBB and not through our Warranty submission process. The first Warranty claim, that was directly submitted through us, was processed and resolved within 3 business days. We are going to stop by the job site and review any potential issues, and come up with a plan to remedy them. 

  Customer Answer

  Date: 05/01/2024

  They still have not contacted me about fixing the issues.

  Business Response

  Date: 05/06/2024

  Good afternoon *******,

  To whom it may concern, Home Remodeling Pros conducted a site visit today at the home of ********************. Although it was determined that there were no safety or code issues it was determined that there are several items that do not meet Home Remodeling Pros of Central PA internal standards we will produce a list, with photographs of work we intend to address.

  Thank you,
  ***************************

  Business Response

  Date: 05/06/2024

  Good afternoon,

   

  To whom it may concern, Home Remodeling Pros conducted a site visit today at the home of ********************. Although it was determined that there were no safety or code issues it was determined that there are several items that do not meet Home Remodeling Pros of Central PA internal standards we will produce a list, with photographs of work we intend to address.

   

  Thank you,
  ***************************

  Customer Answer

  Date: 05/16/2024

  Issue has not been resolved. I was under the impression to answer only if the issue has been satisfied. The company has done nothing to resolve issue.

  They said they were going to come and resolve the warranty complaint and never showed up yet.

  I will open a new complaint with the BBB.

  Business Response

  Date: 05/21/2024

  Hello,

   

  We did indeed do everything we state in our pervious response.

   

  Our goal is to make sure Mr. and ************************* are taking care of.

   

  Thank you,

   

  Customer Answer

  Date: 05/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21615969
  
  I am rejecting this response because: They were to be here last week to get a list of all issues and they never showed up.

  This company keeps stone ******* me and they do not want to fix the issues.
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/21/2024

  Good Afternoon,

  We did conduct an onsite visit earlier this month and have a list of items that we are going to address and fix.

  1. Fix 45 degree top rail miters

  2. Remove **** joint of deck board walking surface

  3. Ensure all deck board edges are cut in a straight line.

  4. Remove gap between rail posts and deck boards.

  5. Ensure all boards are fastened securely. 

  After our site visit, the customer expressed concerns about the deck footers and their stability. We are confident that these are to building code, so we will not be making any changes to the footers, support posts, or beams. We are working on gathering the material now. Once we have the material, we will reach out to the customer to schedule the dates for the work to be completed. Thank you.

  Customer Answer

  Date: 05/23/2024

  Company was to be here last week to fix issues. No show. Since they got paid for the lousy job now they do not show up to fix any warranty issues.

  It seems like they are just waiting for the warranty to run out.

  Not sure what it would take to revoke the contractor lic from this company

  Business Response

  Date: 05/23/2024

  Good Afternoon,

  We are gathering all of the materials needed to resolve the concerns that were laid out in our message from 5/21/24. Right now we are tentatively scheduled to do the repair work between the dates of 6/3/24 and 6/14/24. The exact start date will be dependent on a couple factors, weather being the main one. Once we finalize the exact start date, we will reach out to the customer. We prefer to keep communications with the customer through this platform, until the issue is resolved, but we are going to reach out to the customer today to ensure that he saw both this message and the one from 5/21/24.

  Thank you.

  Customer Answer

  Date: 06/02/2024

  The business has never showed up to resolve the issue. They never showed up to even look at the issue to get a list of items that need addressed.

  They said they were going to show up to get a list but they never came. Now they say they are to be here between June 3rd and June 13th.

  This is still an issue and has yet to be resolved. Please keep open for now. 

  Thanks

  Business Response

  Date: 06/06/2024

  Good Morning,

  We are scheduled to come out and being work on the 12th of next week. We have all the material lined up and the labor scheduled. Right now the weather looks good for next week but I am going to continue to monitor it. Thank you.

  Business Response

  Date: 06/13/2024

  Good Morning,

  On June 12th we were onsite and resolved all of the issues that we previously listed out. Please let us know if you need anything else from us.