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Business Profile

Patio Furniture

Birds on Deck, LLC.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:12/12/2022

    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.
    Over the span of a few years Birds on Deck replaced all of our windows and interior doors. One of these windows, a large picture window has developed a defect in the workmanship. Window has a left and right slider, the right slider has developed a hazy film between the sealed glass during the winter months and spots between the glass due to the leak of ********** The sealed glass has a 30-year warranty, window was installed in September, 2013. Prior to year 10, there is a no-charge replacement of sealed glass. We are asking Birds on Deck to honor this warranty. The timeline of contact with BOD is as follows:11-3-21 Spoke with *****, explained problem. He said he would stop by to look at window. Never did. 12-22-21 follow-up call, was told by ***** that window is on order but there would be a longer wait than usual due to a supply chain issue. ***** said he would contact us when window is in, no call received. No contact whatsoever from Birds on Deck for over 6 months. 9-16-22 LMOM to return our call, none received. 9-23-22 We called BOD again and was told truck is coming in next week with parts and almost sure window will be on truck, he will contact us, none received. 10-11-22 Both my husband and myself went to BOD in person & spoke with *****, he told us the installer's truck has mechanical issues. Sent two e-mails: one on 10-27-22, another 11-2-22, first one ignored, finally got a phone call from ***** and said the installer has a backlog now of over 60+ windows and our window will be installed within the next few weeks. 11-29-22 we called the installer, he said he has our window, and would try to install later in the week. Finally, after receiving no phone calls or response to our inquiries, we sent a third e-mail on 12-6-22 giving Birds on Deck notice that they have until 5:00 p.m., December 9, 2022 with a date and time of our window replacement. If none received by deadline, we would be filing a complaint with the BBB, again no reply to our request.

    Business Response

    Date: 12/14/2022

    in response to their complaint, the window sash had a seal failure a common occurrence in the window industry. while the timing has taken a long time, we have followed the steps of the manufacturer in the window warranty program.  all of their window products took a long time to be resolved because of shortages in supplies that have taken up to 30 weeks to resolve. we are not ignoring them, just trying to get through all the window jobs that came in at the same time. we only have one crew and he is allowed to set his schedules. i have reminded my installer today to complete this service asap.

    ***********************
    birds on deck, llc

    Customer Answer

    Date: 12/14/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the window will be installed in a timely manner as stated. We understand that delays do happen, but a year-long wait seems excessive. Better communication to keep us informed and up-to-date with the situation would have sufficed. We are disappointed with the lack of good customer service.

    Regards,

    ****** & ***************************

Birds on Deck, LLC. is NOT a BBB Accredited Business.

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