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:12/12/2023

  Type:Customer Service 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 hired Deck Professionals to replace and repair floor on our top deck and completely paint/stain both our top and bottom decks. When business owner quoted the job he was aware that top deck was painted top and underside. They put new floor on top deck and repaired bottom deck on June 13 and we paid them *****. Said they would be back to paint and stain in a couple of months so we went ahead and prepaid the balance of of ********. When business owner came back to paint and stain he said to paint underside of deck should wait another nine months (which was never told to us) and we wanted it painted so he charged us another ****. Was supposed to take two days and it took four days and one of those the painter did not show up. When job was done the owner did not inspect the final job and therefore did not see several flaws, including hole in new boards, paint put on top deck was already chipping off after one month. Several blemishes and bad job done on top deck. Have called business owner and left messages four times that he needs to come back and fix problems and possibly add another coat of paint to top deck and sent texts to him as well. He does not return calls at all. Won't come back to fix problems but yet has pictures of our deck being built on his Facebook page that he uses to advertise his business. We did not give permission for pictures to be taken of our decks to be used for advertisement. We are now going to have to pay another deck company to come in and fix these problems and possibly add another coat of paint/stain to top deck. They advertise that they are a Christian business and want the customer to be completely satisfied. But obviously the customer is not important.

  Business Response

  Date: 12/20/2023

  I am writing in response to the complaint by ****** ********* In regards to the text messages. We hadn't received any of the text messages. We received a phone call from her husband the one who initially hired us and we returned several calls to him and it would automatically go to voicemail. We Saw ****** ******** at Lowe's in Bristol Tennessee and she walked up to us in the store and said she had a complaint to us. This was on December 13, 2023. We spoke with her and looked at the pictures she had. We came upon an agreeance that we would after the holidays go and fill the holes and then in the spring once winter breaks we would have our painter go and do another coat on the top deck. She was fine with that and I gave her my number and she has messaged me and I have messaged back so we have a communication there now. Hopefully this will solve all of the issues and we ended our conversation with Merry Christmas to each other so it ended on a good note.

  Customer Answer

  Date: 01/04/2024

  
  ********** ********
  
  I am rejecting this response because: First of all the statement made that Deck Professionals is only "contracted" with my husband **** ***** ******** is incorrect.  My husband and I own *** *********** house, deck, and all property and we have been living there together for the last 10 years.We are not and have never been divorced.    When ****** ****** came out and originally quoted the job, he did so with both me and my husband together.  When ******** **** wrote up the quotes (handwritten paperwork), she just put my husband's name at the top of each paper.  I am attaching copies of the two checks we used to pay Deck Professionals for the job.  In good faith, we even prepaid the balance of ********* check number **** for the work to be completed in the next months.  BOTH OUR NAMES , **** ******** and ****** ********, are on the checks that paid for the work that was done on the deck.  By Deck Professionals cashing those checks, the "contract" was with both of us.  That is the most ridiculous statement I have ever heard that the work was only contracted with my husband.  If I need to amend this complaint to have both of our names on it, I will do so.  The other thing that was left out of the previous response from ****** ****** at Deck Professionals was that ****** ****** agreed with my husband at our meeting Dec. 29 at our home (****** ********, **** ********, ****** ****** and his relative) that it was his mistake not to come back and check the work when the deck was completed.  I have attached more pictures of the deck damages that have happened since the first complaint was filed.  In no way is it a "courtesy" to comeback and fix it,  it is his responsibility to fix it as it was their mistakes. I really don't want to spend all winter going back and forth with emails about what happened.  If ***** ****** *s the one filing their response, she was not present for any of the deck building and did not physically come to look at the mistakes.  We will wait and see if they fix this mess this spring.  So now we have a ***** deck that has damage and we just want it fixed.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/12/2024

  Hello,

  This is to respond to the complaint.  We have addressed the issue, went to the physical address and looked at the deck.  There are knot holes in the wood, natural wood, and we told ****** that we would fill the few holes on the top deck and that we will also roll another coat of stain on the top deck in the spring when the weather breaks for us to do the work.  Also, our contract is with **** *** ******.  **** hasn't said he has any issues with our work.  We are doing what we need to do to address this complaint and make it correct.  

   

  Thank you

  ****** ******