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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired Innovative Decks in the summer of 2021 to build a deck off of the back of my house. I worked with **** and ***, the owners. They built my deck and it was completed on Sept 1, 2021. After a few months I noticed the deck boards were sagging in one area. I notified them of this issue. They finally came back out in May of 2022 and attempted to fix the issue. The issue was not fixed, and to this day I still have sagging/warped deck boards (photo attached). This is a large deck on a walk out home, and it cost me $36,100 to build. I have repeatedly tried contacting the company to get them to come back and properly fix the problem and they are completely ignoring me now. I feel totally helpless and very taken advantage of. We paid an astronomical amount of money for this deck and all I want is to have straight deck boards. I don't think that is too much to ask for. They tried telling me it is a malfunction with the deck boards we chose. We contacted the deck board company directly, Fiberon, and after sharing photos with them they refuted that claim and said it is a structural problem. *** and **** are ignoring me now and I need someone to please help me get this problem resolved!
Business response
05/30/2023
******************** deck passed final inspection with the ******************** and was ****** built with 2x10's, 12" o/c. Fiberon was the customer's choice of product. We will make one last attempt to remedy this situation for **************** but this product is not one we normally use or recommend to our customers. We will complete a final attempt to resolve this situation within the next 14 working days.Customer response
06/01/2023
Better Business Bureau:Although the business owner continuously repeats the deck material we chose is not one they normally use or recommend to their customers that is completely false. We were never advised against using Fiberon Decking. Perhaps that is something they advise new customers now due to our poor experience, but that was not the case when we built our deck.
Additionally, the business owner continues to state the deck passed inspection and was "overbuilt" as if that is his way of saying there is no problem. However, that doesn't matter if the structure isn't level and the deck boards sag!
I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution is satisfactory to me if indeed they do come back to our residence and appropriately fix the issue by Thursday June 22, 2023.
Sincerely,
***********************Initial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They built a very ********* for us in 2019. Last winter I realized that one of the railings had not been secured with any screws. It is dangerous because one could lose their balance while using the railing. It should take about ten minutes to correct. I have called the company multiple times this summer and they promise to come out but I have been waiting for five months. They are untrustworthyBusiness response
09/30/2022
Our work orders are done on a first come, first serve basis as time allows between current projects. Customers are informed of this when they contact us concerning a repair. We will complete this repair within the next 14 days and thank the customer for their patience.Customer response
10/03/2022
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.
Sincerely,
*******************************Initial Complaint
08/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had a deck installed. Shortly after, I reported that the casing surrounding two of the posts were broken or cracked and asked for replacements. Then covid came. I called and was told they didn't have parts. Then someone dropped off the wrong parts. I immediately called and told them the wrong part was delivered and they were supposed to get me the right pieces. I have been calling for almost 3 years now and get nothing but the run around. I don't think the person that answers the phone tells anyone about my calls. Each time I call I am told they have my request and will get to it. I have been waiting for going on 3 years. This is a simple request and I am being ignored and not being treated as a customer that paid their bill in full on time.Business response
08/12/2022
We aplogize to the customer for her unresolved issues. Our guarantee covers workmanship only which is fully noted in the customer's contract. The trim pieces were somehow broken months after the deck was installed and passed final inspection by the village. This also would not fall under the manufacturer's warranty. The trim pieces were purchased from Fox Lumber and manufactured by Veka. Due to COVID, the trim pieces were not available as Fox Lumber explained to us because Veka was lacking the raw materials needed to produce many of their vinyl products. The customer was given this information numerous times when she called. Our hands were tied. We can understand her frustration and will do our best to remedy her situation within the next 30 days.Customer response
08/18/2022
Complaint: 17700362
I am rejecting this response because:I was told repeatedly that they would replace these. They even dropped off some that were the wrong size. I immediately contacted them and was told they would take care of it. If they had no plans on replacing these items why did they continue to tell me they would? This is a bogus response from them. If I was supposed to buy my own, they never told me that before? These are not major parts but their handling of this is terrible.
Sincerely,
***********************Business response
08/31/2022
Innovative Decks met with the homeowner on 8/30/21 and the matter is resolved. Please note that this issue was not the responsibility of Innovative Decks. Our contract with the homeowner clearly states our guarantee is on workmanship only and any material guarantees are limited to those of the manufacturer. The trim pieces broke long after the deck was installed and passed final inspection by the governing village. The homeowner was unable to tell us how the pieces got broken and it is not a wormanship issue. Innovative Decks was not obligated by contract to repair these issues since it was the responsibility of the homeowner to file any manufacturer guarantee claims. In order for us to keep our rating with BBB, these items were replaced free of charge. Should damage happen again in the future, it will be the homeowner's responsibility and expense to repair or replace her material.Customer response
09/06/2022
Complaint: 17700362
I am rejecting this response because:It is interesting that their response - which was 2022 not 2021 as they wrote - is saying these things. When I first reported the problem 3 YEARS AGO, they said they would take care of it. They also dropped off replacement pieces, although they were the wrong ones, which I immediately advised them. For 3 years, I have been calling and asking about this. All this time, they said either the parts were on back order or their schedule was full. Never in the 3 years did they tell me that they would not cover these and all they ever told me was to wait. As they said in their response, they only complied to keep their BBB rating. They have replaced the broken pieces but not until I had to file a complaint. I am not removing my negative review.
Sincerely,
***********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.