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Business Profile

Deck Builder

Legacy Decks and Outdoor Living
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Contacted company on July 26, 2023 regarding issues with the deck that are covered under the warranty of the deck. Contacted company via their preferred method to report issues with the deck (loose boards, missing facia & warping affecting the door being able to close properly). Personnel reached out the following day (July 27th, 2023) to schedule repair person to come to the home “early next week” (meaning the week of Jul 31st - Aug 4th). As of today, Aug 6th 2023, company is no call no show on repair request. Company is not upholding the guaranteed workmanship written in to contract and has not attempted to contact us to explain or reschedule following the no-call-no-show from previous complaint. This is not the first time we have experienced issues with this company which is why we have to decided to no longer let things linger while we continue to get the same run-around and excuses they have always provided. We just want our deck repaired as promised. It has been less than one year and we are already having warping and structural problems so I believe this should be escalated to a priority repair. Thank you.

    Business Response

    Date: 08/18/2023

    This complaint has been handled and all issues resolved with homeowner. Determined to be misunderstanding of when we would be out as we didn't give clear communication.

    Business Response

    Date: 08/18/2023

    Most of what homeowner said in the message was not what was happening with us but with a whole bunch of issues they were having with other contractors. They had not reached out to us before July with any issues and we responded that day and had not been clear of when we were coming out to look at issue. That's what caused the issue. We have since been out and corrected the issues with the homeowner. I have the audio call our operations manger had with them as well I can send. We have asked the homeowner to take down the complaint considering it had only been less than 14 days since they first reached out and all issues have been addressed.

    Customer Answer

    Date: 08/21/2023

    The company has resolved all issues with our deck. I would like to remove the complaint. 

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