ComplaintsforTrueDecks

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2021 I hired Deckmaster to replace my wood deck with composite. They completed the job and everything looked good. Now a year later, one of the boards is lifting off the deck. I informed the company and they recommended that I pay to have them fix part of the framing underneath. Before Deckmaster installed the deck the complete framing was visible due to having to remove the preexisting wood. Any issues with the framing should have been communicated to me at that time along with solutions and costs. Now they want more money, on top of the $20K I already paid them, to fix the issue. I spoke to the owner of the company and he stated he is taking responsibility by offering no labor cost but I have to pay for the boards. He blamed an employee, who no longer works for the company, for not catching the issue. This is very poor management and customer service. If the owner wants to take full responsibility he should acknowledge his company missed an issue and offer to cover all the costs for resolution. The owner stated to me if I file a complaint he will not help me and he would "win" the complaint. At this point I know I will not get any resolution from this company. I want everyone to be aware of this company's shady business practices and I hope this doesnt happen to anyone else.

  

  Business response

  08/04/2022

  We already explained to customer that everything we did was correct and is covered by our workmanship & labor warranty. We are sorry customer decided to take this route after contacting him to resolve the issue. The problem he is having now is coming from the pre-existing foundation that is sagging which has nothing to do with our work. What he needs now is to add an extra support beam to jack framing up and level deck which was never part of the contract or needed at the time of service a year ago. (See attached contract). The cost to do that extra work at cost for us is $1,800.00.
  All we did was replace decking with new composite material which is still covered by 25-year warranty from **** and our workmanship. But the issue is not the decking. It Is the foundation.
  After meeting with customer, he insulted our superintendent & kicked him out of his property after we offered him a very reasonable solution at cost to bring deck foundation up to code.
  We are not making any profit out of this & we were willing to help customer since he has done business with us. Unfortunately, customer is blaming us for something we didn’t do and wants the work for free and engaged in more insults to the owner and now je is filing a complaint for not getting things his way.
  He was not reasonable and didn’t want to negotiate with us and find common ground. We even lowered his price to $1,600.00 to get it over with, but he declined and threatened to post bad reviews everywhere which he did.
  We are very honest hard-working people and we are not misleading anyone. Our reputation & track record speaks for itself. We are still willing to extend our offer if customer decides to change his mind even though customer closed all forms of communication. We have an impeccable record and we want this customer to be as happy as all of our other customers are. We hope we can still find a solution since hiring another company might cost him a lot more money and will jeopardize the warranty he already has with us.

  Customer response

  08/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Not all the information in Deckmaster's response is accurate. 

  
  

  Deckmaster stated all they did was replace the decking. This is false. They replaced some of the supports once the deck was removed because it was rotted. This is conveniently left out the contract but was included in the price, which is very misleading. As stated in my previous remarks, the owner blamed an employee who no longer works for the company for missing the foundation issue, but now in their response to my complaint are now saying it wasn't needed. If the company is as reputable and knowledgeable as it states, why wasn't all concerns with the foundation brought to my attention? Why would Deckmaster knowingly lay new decking on a foundation that has issues. This leads me to believe that they are not as knowledgeable as they claim. This is what I stated to Deckmaster's superintendent and owner, which they found insulting. 

   

  The owner of the company threatened me that if I post negative reviews he will no longer assist me. I find it interesting that he is not admitting to this and now that my reviews are public he is backtracking and offering the same unreasonable fix that he previously offered. 

  
  

  The reason I filed a compliant is because others who are considering using this company should be aware of how this company does business. When a company makes a mistake or doesn't catch a problem that should have been informed to the customer, they should apologize and rectify the issue at no cost to the customer, not shift blame and charge additional money.
  
  Regards,
  
  ***************************
  

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