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Complaint Details
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Initial Complaint
27/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
*** ****** <***********@*****.com> Thu, Jul 4, 12:52 PM to ****, ********* Let me start off by saying that I should have been more diligent by asking for more details and a diagram of the enclosure and where the screens were going. I definitely remember taking someone up on the deck and indicating that "the screens must be at the top so there is air flow by the barbecue". Also , I have never seen windows made of a "heavy duty saran wrap". If you ****** "vinyl glazed window" you get many results but nothing like what was installed. So I actually have 2 problems now : 1. Because the screens are not at the top, there is very little air flow on the deck so that it is sweltering hot now in the summertime. 2. I cannot use the barbecue because I am afraid the heat from it would melt the "saran wrap". I have always had a fan behind the barbecue to blow the heat outwards but now the heat has nowhere to go! ****** used to love sitting on the deck. Unfortunately she lost her battle with Dementia on Feb 1. She would not have been impressed with the new deck enclosure even though it provides shelter in the winter that was the reason for spending that kind of money. When you build a deck, do you provide a detailed diagram, or just a sentence which on my contract made no mention of screens! At some point I will do a Review on the Hickory Dickory Decks website but I am letting you know that I am not happy that you are blaming this on me when I specifically sta*** that the screens should be at the top and I am surprised that your logic of air flow etc wouldn't have made that obvious and instead you put the screens at the bottom of the enclosure. Did you use common sense ? The Top Row of the enclosure needs to be replaced with screens so that I can again use my barbecue and so that the deck does not become sweltering hot in the summer which makes the deck unusable. *** ******Customer response
09/09/2024
MORE DOCUMENTATION RE COMPLAINT #********
Good Morning *******, thanks for your correspondence.
Here's some details that need to be added to the complaint :
Date problem occurred : Nov 2023
Dates(s) complained : Nov 2023, July 2024
Purchase Date: 2023 July 11
Sales Person: BJ/Will
Product/Service: ******** Deck Enclosure
Model # : ***
Acct # : Invoice # ****
Purchase Price : $19,210.00
Payment : two Cheques - $9,605.00 each
Dispu*** amount : none
**** ******** * ** ***** **** *** * **** ** ************** ** ***** ** ******** ** ******** ******** ** ******* ** **** ********* ******* ********* ** *** ** ********* *** ******* ** ****** ** ******* ** ** *** ******* ***** **** ** ********* *** ****** ************
Business response
10/09/2024
Hello ***,
We are sorry to hear of your experience and are looking into your project right away. We will be in touch once we've spoken to your local owner.
Thank you.
HDD Head Office
Customer response
13/09/2024
Complaint: ********
The business has after some discussion agreed to provide a compromise by replacing the two windows by the BBQ with windows/screens which will allow me to be able to use my BBQ again.
Sincerely,
*** ******Business response
27/01/2025
Hello ***,
We were able to speak to the local owner about your concerns and are happy to hear that they are working with you on a resolution.
Thank you from Hickory Dickory Decks Head Office
Customer response
27/01/2025
Complaint: ********
I am rejecting this response because: I still don't have the replacement windows/screens installed as we agreed to wait for better weather. The fact that it took ******** 4 months to make 2 windows is alarming.
Sincerely,
*** ******
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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