ComplaintsforQuality Built Pergolas

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 7, 2021 I began plans with Quality Built Pergola. My transaction ID is **********. The job was completed, and everything looked great. But in an 18 month period since the completion the wood cross members on top of the pergola began to deteriorate. So I called this past May. It took awhile, but in late July they sent a subcontractor to me. He agreed that the wood was in poor condition and put in the proper paper work for new wood. Here it is September and nothing has been fix. I called the subcontractor, and he said they're not getting back to him with supplies. I called them and emailed them, and no one responds. And that's an annoying issue-they will not contact me. Thanks.

  Business response

  09/08/2023

  Our manufacturing facility is located at a 10-hour roundtrip from our main shop location to the customers location. Our subcontractor installers are located near our shop in southern *******. Unfortunately, we have not had any outbound projects to pair with this repair request, so we asked a ******* paint/repair handyman we have used in the past to help with this particular request from ************. The challenge has been getting the long length materials to his location. Our ******* handyman does not have a trailer and our subcontractors that typically build in the ******* market since business is slow have had to seek alternate projects elsewhere. Even though our attached warranty states 2-years, we are willing to supply the materials free of charge but not the labor costs. Which I believe is understood by ************. It's simply a matter of getting the materials to ************ which has been the difficulty. We will continue to exhaust avenues to have the materials delivered or they can be picked up at our facility. The materials are and have been ready it's just the transportation issue at this point. With this being said, we cannot commit to a date and time for delivery unfortunately. We apologize for any inconvenience, and we will continue to work towards resolution. Thank you!

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   I would not have to bother BBB if this company would contact me so we could resolve the problem easily. They refuse to call, email, or text me with solution. The problem: disintegrating wood (slats) atop the pergola they created. -Company has wood in storage for delivery, but will not deliver because of distance. -Compromise: Their subcontractor will buy wood near my home, paint it in his basement, install. -I realize I have to pay for installation. -I'm asking that Quality Built Pergola reimburse me for wood, but after repeated phone calls I receive no reply. -All I need is method to acquire reimbursement. Again, can't get in touch with whomever.
  
  Regards,
  
  *********************

  
  

  Business response

  10/06/2023

  I have been informed that the customer would like to purchase materials for the local repair person to replace some pieces on the structure.

  The customer understands as noted that he is responsible for the labor in completing this work. Quality Built Pergolas agrees to reimburse the customer for the few misc. replacement boards up to $250. In addition, the repair person can leave extra paint for the customer for future use if needed.

  The customer can send the receipts for reimbursement from his purchase to: 

  Quality Built Pergolas

  P.O. Box 1273

  ************* 47448

   

  Thank you!

   

  Customer response

  10/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quality Built Pergolas built and installed a cedar pergola in late 2017. I noticed several areas where the wood had split and showed signs of decay and contacted QBP on July, 18 2022 to express my concerns, share photos and details, and inquire about warranty repair. *** (owner) expressed to me that the pergola came with a five (5) year warranty while on-site during the initial install and ****** confirmed that I was on the warranty repair list as of September 9, 2022. It has been 11 months since my initial contact and QBP has yet to repair my pergola. Below is a timeline of my correspondence:- 7/18/2022 (initial inquiry)- 8/15/2022 (****** forwarded pics to owner, again)- 9/1/2022 (follow up email)- 9/1/2022 (****** talks to ***; will coordinate repair dates with ***)- 9/9/2022 (follow up to ask about repair dates)- 9/9/2022 (****** confirms that Im on the warranty repair list and will follow up with ***, again, to coordinate dates)- 9/21/2022 (follow up email - still havent gotten a date for repairs)- 10/19/2022 (follow up email - still havent received a date for repairs)- 10/25/2022 (first contact with scheduler (***) who scheduled the week of October 24th to evaluate the scope of work)- Nobody showed up the week of October 31st. She informed me that they were behind on other builds and forgot to call me when I followed up the next week. She said she would call back to reschedule a repair date and I never received another correspondence. - 4/25/2023 (sent email to ****** about warranty repairs and provided photos of the rot progression. I can now stick my finger almost halfway through the support beam.)- 4/25/2023 (****** confirmed that I was still on the repair list, she went over repair needs with ***, and asked her to call and schedule repairs)- 5/8/2023 (follow up email because I never heard from ***)- 6/2/2023 (Received a call from *** who questioned my warranty claim and told me she could not provide a repair date because they are busy.)

  Business response

  06/15/2023

  *******,

  We apologize for the delay in responding to your requests.

  We have a few questions since the structure has been in place for almost 6 years. (5 years from the time you requested/inquired with us).

  I understand that this structure was included/covered with a General Contractor's overall project, ******************, is this correct?

  In the first 5 years has there been any typical general maintenance done on the structure by you? - power washing, painting, etc.?

  We will cover reasonable materials and touch up paint but unfortunately, we do not cover the labor per our warranty.

  If there are replacement components that you feel needing replaced as well as paint, we will provide that within reason. The posts will certainly experience some splitting over time which is normal. There shouldn't be any structural concerns.

   

  Maintenance tips for splitting cracking issues - 
  
  
  Our products are Amish Milled Rough Sawn Select Lumber Materials. After Installation, many of the components will in fact experience some cracking and splitting as any minimal moisture dissipates and the structure being tied together experiences some stress initially which is normal. We advise to let the structure experience seasonal weather changes (Hot & Cold weather) and to not use caulking in those inevitable cracks but to brush in paint with the touch-up paint that should have been left for the customer to use. If any additional paint is needed, we can have some ready for pick up at a nearby ******************************* store.
  Like many backyard structures such as fences, decks, playsets, and pergolas there are certain maintenance items that should be addressed seasonally. Such as light power washing of the structures. This will also help eliminate any backyard funguses or mold that could occur. Especially if installed in or near moist mulch beds or if there is a sprinkler system. 
  Our paint supplier does warranty their product for 15-year and they do publish details of this warranty on their website. However, there is a responsibility of normal maintenance that should be performed similar to other wood components such as House trim, fences, decks...

   

   

   

   

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Don,

  At the time of installation you implied that there was a five year warranty which is why I initially contacted you (Quality Built Pergolas) prior to the structure reaching its five year anniversary. In all of my prior inquiries I have only requested that the structural components be replaced in a timely manner and never requested or assumed that QBP would cover the paint. I do not consider eleven (almost 12) months a timely manner. 
  

  Regarding maintenance: It was during the course of routine maintenance that I discovered the rot issues. I consider the fact that I can stick my finger halfway through the post with the rot continuing to the the top of the same post a structural issue. I understand that some splitting will occur due to weather, however; this has exceeded the typical splitting/cracking due to weather. 
  

  To consider this complaint addressed I need a reasonable estimate for the cost of installation of a new post, as well as, a date in the next month that the services will be provided. I have been waiting for an installation date for almost a year and should not be pushed off until the end of this year. I will install the other replacement components and repaint the structure myself. 
  

  Best,
  

  Brandon 

   

  
  

  
  

  Business response

  06/28/2023

   

  Please re-assess what you need in components, paint... and let us know. I can have what you need ready at our sawmill for you to arrange pick up. I can also provide you with a sub-contract installer to discuss the installation portion with you directly. Thank you!

  Customer response

  06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I will reassess what components are needed and let you know. However, those components need to be delivered to my home address. Having them available for pickup is not the same as providing them, per your warranty. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 2020 I had this company install a pergola. At first it looked beautiful but since then, the posts are splitting, theres fungus growing on the wood which was supposed to be treated and they pieced together the roof and now dirt and debris get stuck in it and it leaks. The company said there was a 15 year warranty on the paint. Since there is the warranty, they need to remove the fungus and repaint the pergola. They need to replace the posts that are splitting in half and install the roof the correct way. Ive messaged the company and did a FB post (they deleted) and they have not reached out to me.

  Business response

  05/24/2022

  Our products are Amish Milled Rough Sawn Select Lumber Materials. After Installation, many of the components will in fact experience some cracking and splitting as any minimal moisture dissipates and the structure being tied together experiences some stress initially which is normal. We advise to let the structure experience seasonal weather changes (Hot & Cold weather) and to not use caulking in those inevitable cracks but to brush in paint with the touch-up paint that should have been left for the customer to use. If any additional paint is needed, we can have some ready for pick up at a nearby ******************************* store.

  Like many backyard structures such as fences, decks, playsets, and pergolas there are certain maintenance items that should be addressed seasonally. Such as light power washing of the structures. This will also help eliminate any backyard funguses or mold that could occur. Especially if installed in or near moist mulch beds or if there is a sprinkler system. 

  Our paint supplier does warranty their product for 15-year and they do publish details of this warranty on their website. Also, on larger structures at times we may need to use multiple lengths of roofing material and can be limited to what lengths are available from our suppliers.

  Please send pictures via our website and we will address the issues stated. We apologize for any inconvenience and are willing to help you with any/all issues. Note: a couple of the employees who you may have communicated with earlier are no longer with the company. 

  Customer response

  06/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. On May 27, 2022 ******************************* told me QBP is going to replace the roof on my pergola and on May 26, 2022 she said she sent a message to *** the scheduler to add me to the warranty list for painting my pergola.  As long as QBP keeps their word, Im satisfied. If they do not, I will reopen this complaint. 
  
  

  Regards,

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

• Initial Complaint

  05/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We chose Quality Build Pergolas to build our new pergola because of their great reviews and the pictures on their website that looked great. But after the pergola was installed in September 2021, we have now waited 8 months for them to resolve our installation issue. They did a very good job with their work and we were happy with the looks of it at first. But once we started trying to figure out why it was a whole foot narrower than what we had ordered, discussed at length with our representative, and paid for in full. We measured several times to be sure and then we noticed what the problem had been. The boards across the top were supposed to be 20 feet long, but they were supposed to be attached to the house per our HOA rules. Our representative was very well aware of this but ordered the boards to have the pergola type scrolling on both ends instead of just on one end. With both ends being shaped like that, there was no way to attach the boards to the house. So they had sawed off about a foot of the length of the boards in order to make them work, but now the width of our new pergola was a whole foot less than expected. This may not seem like a huge deal, but we had, had the pergola built in order to put our 2 cars in the driveway space together. With the loss of a foot of width, the cars have to fit together much closer and is difficult to navigate around. We immediately contacted our representative to let him know of this problem, and he came out about 2 weeks later to see it for himself. He suggested adding another post on the sides (without moving the ones there), but that would look bad and not solve the problem. We called him every few weeks and he would say he was working on a way to repair it, but each time we'd call, he'd start all over saying he'd have to talk to the installer or the owner to figure out a plan but never did. It's now been 8 months since the pergola was incorrectly installed about 4 months since his last promise to fix it.

  Business response

  05/24/2022

  Our recommendation was to take the posts out beyond the concrete and install them in-ground. This would allow ample space for the cars without issues. The 9"+ scroll-end that was cut straight would not really make a significant difference in gaining enough space for the 2 cars to fit comfortably. We price our structures by the overall upper canopy size and many times there are budget concerns which cause our customers to work toward and settle for a smaller size. Taking the posts out beyond the concrete and in-ground may have added 4+ more feet of size which would have added cost for the customer on this project. However, despite the added cost to enlarge this structure we are willing to continue the work necessary to provide extra materials and labor at our cost to the customer. There was a conversation at one point where the customer requested monetary compensation, but our preference is to solve the size problem regardless of what the credit may be worked out. We are still available and willing to help solve the size problem in the best way for all involved. This was not an attached-to-house project. Had the Joists not been detailed on both ends but straight on one-end those straight ends would still not have been physically attached to the house. Had that been the case we would have had to work more with the local building/permitting department, not just the **** We can check with the city on this as we move ahead. We do apologize for any inconvenience and if we mis-communicate in any way... Please let us know if we can help enlarge this structure and what you really need for both vehicles to fit.

  Customer response

  05/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  It looks like the person who wrote this response has no idea what we are talking about.  First of all, we paid for a 20 x 20 pergola and that is what we wanted.  The size between the posts would have given us enough room to comfortably. fit both of our cars.  We measured and remeasured and thought about this project for a long tie before planning it with Quality Pergola.  The materials sent to us for installation were wrong.  The boards that go. on the top had the scroll design on both ends, but one side should have been uncut so that it would fit right up against the house to connect it.  At the time that the pergola was being installed, we did not know this.  We just knew that it was a smaller size than it should have been (19 feet instead of the 20 that we had paid for). It was not until after the guys were finished that we went back outside with our measuring tape and figured out for ourselves what had happened and why it was shorter than it should have been.  As it was the one set of boards were cut to take off the scrolling at our home, and they wound up with one board that was leftover because with the shorter than planned size, it was not needed.  We called ****** as soon as we figured this out and explained to him that we were not happy about the smaller size since that one more foot was a must have for. us.

  Second, When ****** did come out to look at the mistake they had made, he first suggested just adding another set of posts on the outside of the right side.  We thought that would look ugly and because he wasn't suggesting removing the original posts on that side, just adding more posts would not have solved the problem of the space in between the posts since the available space to park the cars would not change.  Then he did suggest that he could move the posts on out past the driveway, but we had just gotten through installing a new bigger-than-before driveway just to accommodate the pergola.  So we did not want the one side to be stuck out in the grass rather than on the driveway we had just built specifically for that purpose.  He also was talking about piecing together some other parts and we had concerns that they would not look like it had been planned that way, that it would not be aesthetically appealing. 

  Third, it was at this point that we gave up trying to get the pergola fixed and offered the suggestion of a partial refund on the project.  In order to correctly fix the pergola so many pieces would have to be redone and replaced that we thought it would be cheaper for them to reimburse us than it would be for them to tear it down and rebuild it correctly.  Neither suggestion that ****** had would solve the problem of space between the posts and we did not want it to look worse after they "fixed" it.  So we had made this suggestion in order to maintain the look of the pergola and its overall integrity and strength.

  Each time we spoke to ****** we had to call him.  This went on for months, and he would only respond to us to say that he would have to talk to the owner or the installer and he would get back to us.  The last time we talked to him was over 4 months ago.  At that conversation, he had said that he would talk to the installer about how he could go about rebuilding it.  I don't think he ever understood how much of it would need to be replaced, so each time we would talk to him, we would have to start all over and explain all the parts that needed to be redone and every time he would say that he didn't think all of that needed replacing and that he would talk to the installer and get back with us.  He never did.  At this point we need more than a conversation.  In order to correct the size, the 3 outside posts would need to be removed and reinstalled about a foot over on the concrete.  Then the center post in the back would also need to be removed and reinstalled about a half foot to the right in order to make it symmetrical.  Then all of the slats across the back would need to be removed and replaced with new ones the correct size. Then on the top, all of that would need to come down because the 3 main header boards that connect the scrolled boards to the posts are too short.  Those 3 pieces would need to be replaced and installed.  Then the scrolled boards over them could be reused if they aren't damaged in removing but they would need to add the piece they took back with them because there aren't enough there now.  Finally, the whole top polyurethane cover would need to be replaced.  I know ****** was talking about just piecing some scraps up there, but we didn't pay for scraps.  We do not want it pieced together.  We expect a whole new top because all of the strips that are up there now were cut down from their original *************************************** installing this 20 x 19 pergola instead of the 20 x 20 pergola we contracted for.  I am spelling out all of this to be sure there is no more misunderstanding about the project.  If Quality Pergolas would agree to rebuild accordingly, we would be pleased,  but we would like to have specifics in writing from them and a start date to do the work before agreeing to accept their response.  What they said in their response was way to vague and focused on whether or not the pergola was attached, which was not even at issue.  
  
  Regards,
  
  ***********************

  
  

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