ComplaintsforGreen Shield Deck Builders

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Green Shield started working on my deck in February 2024. In their website they talk about their in-house crew ensuring that every project meets high standards of quality and workmanship. They say they are skilled craftsmen who values commitment to excellence. In my experience, this is furthest from being the truth. The crew only wanted to get the job done regardless of how it looked. Then relied on the service crew to make corrections. This process was mentally exhausting. The communication was terrible. It took over a month to complete. I was expected to keep my gate unlocked and be at their **** and call. My brand new deck cost $34,600 and has been pieced together because of corrections. The project manager repeatedly tried to get me to sign a complete work agreement before the corrections were even done. When I wouldn't sign he said Green Shield will take me to court and he's adding $2,500 to my bill. The crew put scratches on deck boards and a ********************* from aggressively hammering a plug, instead of using a rubber mallet. When it rains, I get a stream of water flowing down under the deck against the house. I was lied to about a post that Green Shield didn't carry, but did. A crew member tried covering up their poor cut with landscaping rocks. Initially, I was told the crew could do some custom stairs because it was very important to me. I even paid extra for it. The crew member was unexperienced with doing it that way and the service crew was called to fix it. The service crew spent more time trying to patch the sides of the stairs than just redoing it all. I had one crew member say, "this is the best we can do without removing the risers and treads." At one point, the project manager caulked the gaps and did a bad job. When I asked to remove the caulk and properly redo the stairs he called me "nitpicking" and the service team will clean it up. I still have large gaps and poor cuts. I made a complaint to one of the owners and never received a response.

  

  Business response

  04/22/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We are sorry for the frustration that you have experienced. We addressed each of your issues, as they arose, following the walk through and corrections on February 27. The Green Shield crew and service team, as well as upper management listened to your concerns. We returned to your home multiple times in March, working through all of the addressable issues, including your attached image showing a scratch. Our goal is always to respond as quickly as possible. If you have further questions or concerns, please contact us directly.

  Sincerely,

  *********************, CEO
  Green Shield Deck Builders
  ************
  www.greenshielddeckbuilders.com
  

  
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a back deck put in, in February 2023 by Greenshield. The deck was almost completed and they said they would come back to totally complete it when the weather broke, which would be ****** They never showed up. We called them in late April and they had the job marked off as completed. Two weeks later they sent 2 workers to fill in the post holes. I asked if they were going to complete the deck and they said they werent told to do that. They said call ***** the production manager and I got nowhere with him. I called the head of sales and talked to ***. He said he would see what he could do. The next day a worker came out to finish the deck. Did some of the work, 2/3 remained incomplete because he didnt have the material needed. Two days later we called to get the work completed, there are only 3 things left to do. One is to fix the skirting that is bowing on the deck, a post needs to be covered, and one step needs to be finished. I talked to the secretary, again to ***, and the production manager and we get nowhere. We paid the $21,000 charge in full and its like now they dont care if they complete it. We are waiting on their completion so we can have a patio put in. Can you help us get this resolved?

  

  Business response

  06/01/2023

  Thank you for bringing your concern to our attention. We are very sorry for any inconvenience caused due to our scheduling during the holiday weekend. We understand that we were unable to notify you about the service date and time, and we appreciate your understanding.
  
  Our Manager has spoken with you and we appreciate your flexibility in providing ** with multiple dates and times for the service. Our production team has scheduled your first available time, and we are committed to concluding your service request that was scheduled for, June 1st, at 9:00 am with you on site.
  
  We want to assure you that customer satisfaction is our priority, and we will do everything in our power to ensure you are 100% satisfied with our service. Furthermore, we have shared our Managers personal contact information with you to maintain open communication and address any future concerns.
  
  Once your service is completed, our Manager will follow up with you personally to confirm your satisfaction with the project. If you are satisfied, we kindly request you to consider withdrawing your complaint.

  Customer response

  06/06/2023

   
  Complaint: 20122857
  
  I am rejecting this response because:
  Deck is good. But I have to hire help to remove the stones and **** all around it and tech told me they probably wouldnt,and have top soil brought in and grass seed. Then it will be completed. Amen!!
  Sincerely,
  
  *******************************

  

  Business response

  06/09/2023

  Hello *****! Thank you for working with us on this process and in getting things resolved for you. Our team has been out to service (with you present) the project on these dates: 05/04, 05/18, and 06/01. 

  I have communicated with the team about what we can do for you on this, we will get back with you more on this. In general, our project estimates and agreements have some limitations on landscaping, here is the section on the document that our homeowners sign regarding this topic:

  "Landscaping: GSH does not do landscaping. In order to support your (new) deck, we install footings below the frostline whether they be helical piers or permacolumns in augured holes. We always strive to leave the construction site clean and will haul away any large piles of dirt or rocks, but we are not liable for seeding areas that might need new grass or for ruts/ pathways in soft, wet sections of the ground from our machinery or our employees walking to and fro from the project area."

  I hope this provides some clarity on the issue, we will continue to stay in touch. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Green Shield for a simple door frame repair. The charming (so charming) salesman / representative came to the house and virtually ignored my simple request in the beginning. Instead, he took a quick look at the door frame and informed me that I'd need it rebuilt, since it wasn't a standard one. My door is fine. He failed to tell me that the rot on the bottom of the frame actually could be repaired. He was a high flyer. Instead, he hauled in numerous brochures about my need to replace my back porch (which is solid and replaced in 2016. He said I should consider a much more expensive one. Then I had to endure his BS about my roof and the need to have it replaced with "more modern" waterproof tile. Two years ago, my roofer told me I should replace my roof in about 5 years. THEN, the salesman says, "we can do all three and give you a discount on all, if you sign." I JUST WANTED the door frame FIXED! This bunch tried to scam me for things I DID NOT NEED!!! Later, I called and said, "Gee, I guess I just want the door fixed." The quote, with the new frame and subsequently a custom door would be $2,500. Since I agreed to that INSANE price, I went ahead and gave them 1/2 up front. Then the charmer calls me a month later and says, "gee, we can't door your door." I guess, at that time, when they were busy enough with bigger projects, they wanted to shove me under the rug. I was furious. Charmer tells me to call gal in charge, ********** I did and she calmed me down. "Oh, I don't know why he said that, don't understand! Please be patient (blaming said salesman). "We'll have someone out there in November or December. Yeah, that didn't happen. I called ********* back in Jan. & said, "this is BS." give my $1,025. deposit back. They did. But after asking if they could come later, she said, "certainly!" Again, it never happened. Furthermore, after the attempted rip-off, I found out that door frame could be repaired for MUCH LESS. Old day HUCKSTER TACTICS w/ this bunch.

  

  Business response

  04/25/2022

  Given unfortunate circumstances with the customer's door we promptly refunded her deposit. We strive to be perfect during challenging times given all the issues COVID presented businesses. We were able to complete over 300 jobs with positive experiences. We wish the customer the best. 

*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. ↩