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:10/17/2024

  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.

  I hired this company to design and install some marine decking for my boat, they measured the boat deck, not once but twice, made a nice design that i approved to be installed. Come time for the installation the company came to install it 7/18/2024 with notice only 10 minutes before arrival, and no insurance on file with the ****** as required. The flooring was installed in what appeared to be a rushed manner and to no quality standard. When i contacted the owner about the poor quality of installation i was greeted with nothing more than a combative attitude and no means to address any of the issues with there install and only concern for payment. There was no contract provided from the company. The only options provided through the owners yelling and belittling of myself, (calling me a "prick" , "bat s*** nuts") and he mainly threatened to come and rip it all off if i did not want to pay extra to have him fix his mistakes. The solution the owner had offered me, after i had agreed to take him up on his many offers to rip up the flooring and us go our separate ways (which when i agreed to his offer to rip it up, he immediately rescinded that offer) was a $400 discount on a $2900 bill and for him to send me 3 replacement panels (that i had to provide him measurements for) for my self to remove and install, after i had hired him to do the work. These replacement panels will only partially fix his poor quality of work, as the entire job needs to be redone as parts of it are already failing and mostly the flooring just does not fit the boat deck over hanging in places where it should not be due to poor measurements and sloppy install. After this i paid him the amount due, and did leave him a 1 star review on ****** so others can be warned of how he handles his poor craftsmanship. following this review i had left for him he has since sent me a threatening email, screenshot attached to this complaint. This email has made me feel very uneasy about his state of mind.

  Business Response

  Date: 10/18/2024

  Thank you for sharing your feedback. We take our reputation and commitment to quality very seriously, as reflected in our longstanding perfect rating with ****** and the Better Business Bureau. Regarding this specific project, the deck installation was completed to the highest industry standards and met the terms agreed upon at the time of service.

  
  Following the completion of the project, the customer expressed dissatisfaction, and in good faith, we extended a 20% discount and provided three 4x8 custom-machined panels to meet their specificationsdespite the original installation being satisfactory and free from defects, as confirmed by photos taken at the time of completion.

  
  Unfortunately, the customer has presented claims and photos that are not representative of our work. Some of the photos show wear from a season of use and others appear unrelated to our installation. We stand by the quality and integrity of our work, and while we strive to meet all of our clients expectations, we cannot accept responsibility for claims that are unsubstantiated or inaccurate.

  
  We remain committed to resolving this issue fairly and are open to further discussion to find an amicable solution. Our company has always taken great pride in delivering exceptional service, and we will continue to uphold the standards that have earned us our strong reputation.

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Rejecting response from business for complaint #********
  
  
  
  The installation done on my boat was not performed to the highest industry standards as the panels do not fit the boat deck. Most of the panels are overhanging the edge, up to a 1/4, they should have been made to be flush to, or just recessed from. The panels overhanging not only provide a hacked appearance to the flooring, but will also cause the flooring to fail sooner than it should as it is already peeling up in these areas and allowing water to get underneath the flooring and compromise the adhesive. In addition the seams where the floor panels are adjacent to each other have incredibly uneven gaps from 1/16 to a 1/4 on the seams that run the center of the deck. 
  
  
  
  When I expressed my dissatisfaction and presented the issues with the flooring installation to **** the owner, I was met with an immediate combativeness and unwillingness to fix any of the issues unless I was willing to pay more than the already agreed upon amount. **** jumped right to stating: 
  
  Unless you want the entire floor ripped up which Im happy to do the balance will need to be cleared. -****
  
  
  
   The border that was in the mock-up doesnt fit so would need to be smaller. Which Im happy to do but just letting you know you will receive a bill for the work rendered -****
  
  
  
  This border that did not fit, **** had to remove it with a razor knife when he was onsite installing the flooring. Other boat owners at the ****** had complained to me later, about his yelling and swearing in frustration when he realized this needed to be removed as his measurements were incorrect. 
  
  
  
  The only way the border would not fit the boat deck would be due to incorrect measurements taken. GT3 measured the boat deck not once but twice, which should have left little to no room for error. Unfortunately there are many errors in the decking due to the poor measurements taken by GT3 for the design. 
  
  
  
  All this in addition to when I did finally feel it was in everyone's best interest to take **** up on the many offers to remove the flooring as it seemed after much back and forth we would not be able to come to an amicable solution. **** immediately rescinded his many offers to rip the flooring up. 
  
  
  
  The discount provided was not in fact 20% it was 13.8%, the panels provided to attempt to fix the poor craftsmanship of GT3s were 2 panels that measured 66x38 and one 11x42 panel, NOT 3 4x8 sheets. This discount and these panels (which I had to install myself after removing the ones originally installed by GT3) do not fix the many other issues with the flooring that was not made to the correct dimensions. All this leaves me needing to hire another company to **** all of this work that I paid GT3 to perform. 
  
  
  
  The photos sent by **** to myself immediately after the installation do show some of the defects in the flooring but not all as they are from a far not all defects can be seen. The photos attached to my review depict the work done by GT3 and are all photos that were taken within 3 days after the original installation on 7/18/24. Therefore there is no wear from a season of use like stated from the company's response. Attached are the same photos, with time stamps added from the metadata on the pictures. 
  
  
  
  As well as the poor craftsmanship performed by GT3 Creative, the company's lack of customer service was astounding to say the least. I chose to hire this company due to their glowing 5 star reviews, and what seemed to be great pride in the work they do when I met them at the Newport boat show in 2023. This led me to be greatly surprised not only by the poor quality of work I was left with on my boat after hiring them, but also left me greatly surprised by the way **** the owner treated me and talked to me in a very inappropriate and combative manner after I brought my concerns to him. Let alone the threatening email sent to me from the companys email when I updated my 1 star review of the company's work when I was asked by them to update my review, to reflect the job we completed for you. 
  
  
  
  This response from GT3 does not provide a resolution other than that the company would be open to further discussion to find an amicable solution. The only solution I feel would resolve this issue once and for all at this point would be a full refund of the amount paid for the job, as it was not completed to the highest industry standard as stated and is already failing due to all the issues stated previously. In addition to the fact that the flooring installed by GT3 will be no more than garbage as I am going to need to hire another company to **** this work as the panels cannot just be fixed, but need to be re-measured, re-made, and installed to the correct dimensions of the boat deck. If a resolution of this nature can be found, I would be willing to agree to remove my review of GT3s work that was performed from ******, so GT3 can maintain their 5 star review history. If we are able to come to this resolution I would like no further contact from the owner **** or any other employee of GT3 and I will do the same.
  
  
  
  Regards,
  
  
  
  ******* *******
   

  Business Response

  Date: 10/21/2024

  Thank you for your feedback. Unfortunately, we cannot issue a full refund, as the deck meets industry standards and has been used throughout the summer. The photos show a well-fitted deck, and we believe your expectations may not align with the typical results.
  Regarding the pads, we followed your request to bring them to the edge, but we had advised leaving some white space for water drainage and expansion.
  We did send three additional pieces to address your concerns and provided a $400 discount, which we consider substantial.
  We regret that we cannot reach a resolution on this matter. We also want to address the impact of your claims on our business; we may need to pursue legal action if any further false information is shared.
  Thank you for your understanding
  
  
  

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

  Considering I have been asking **** at GT3 to make this decking job right since he installed the hack job that is on my boat, I am unclear what industry standard this deck meets as any other decking of this style I have seen was designed and made to fit the boat deck properly and not over hang or be peeling up and failing already only 3 months later. 
  
  
  In regards to **** advising to leave some space for water drainage and expansion he absolutely did not and if he had I would have told him as the professional to do what would be best for the deck to last as well as to look good. I recall the conversation I had with **** when he came to measure the deck (the SECOND time), I had made the comment to **** while he was measuring that I would like the deck to be made as tight as possible to hide as much white as possible but that I understood if it was not possible. He informed me that it was indeed possible and he would make it as tight as he could without causing issues. Instead the decking was made too large and is overhanging where it should not be, and where there are gaps to create waterways the gaps are so uneven it is clear that it was installed in a rushed manner.
  
  
  I have removed my review as I have seen throughout this process how unhinged **** is with his many threats, when I was simply asking for a quality job as GT3 seems to provide for all of its other customers. This review was removed for the safety of myself and my family as I am unsure how far **** may be willing to go to protect the image of his company, given his most recent threatening email, as well as the previous inappropriate emails and texts, as well as him screaming at me on the phone (7/19/24) when I had brought all of the issues with this flooring job to his attention.
  
  
  Please know even though I removed my review from ******, I will be sure to provide my experience with this company anytime I hear GT3 come up, in any effort to save someone else from having to deal with the poor quality of work and owner **** after his company makes mistakes they are unwilling to fix.
  
  
  After lots of thought as to why I would have been treated this way, given that GT3 left me a subpar product, let alone the way **** has treated me. I can only come to the conclusion that maybe it was thought this could be gotten away with due to the fact that I am young, and maybe thought to be easily taken advantage of. It is unfortunate GT3 is unwilling to even admit this is a subpar job as all of the photos of the job they completed for me do not show quality work of any nature; Especially given how high of a standard it seems GT3 has after reading the reviews from his previous customers whom he seemed to treat properly, and do quality work for.
  
  
  I would be open to discussing any further serious resolution GT3 may be willing to offer at this point, as I can see anything I ask is shot down with no further counter offer. *** in a previous reply stated they gave a 20% discount even though it was only 13.8%. They did provide 3 replacement panels, though I had to provide the correct measurements for said panels, as well as remove the incorrectly made panels and install the new ones myself (I hired GT3 to do the job, not to provide a DIY kit). These panels unfortunately do not fix all of the issues nor fix where the decking is already failing. Especially due to the fact that this deck will need to be redone by another company this spring and unfortunately GT3 would rather treat customers poorly than honor any work they do. 

  
  Regards,

  *******