Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to tear down and build a deck with a pergola + replace two of the existing gates I had. He arrived with two younger boys and stated they were apprentices he hired and was training them. Upon completion, we initially thought the work was done very well and only briefly looked at it, as they packed up pretty quickly and left. Once my husband got home from work, we went out and looked at it and realized there was so much wrong with it. The nails were jammed into the ballisters causing them to split. (15+ boards needed replaced). The wood used was horrible, broken, chipped, and falling apart. Many of the ballisters were curved. The boards were not cut correctly causing the alignment to be off, and so much more. We had him build an entrance to the underneath of the house per requirements of the house and the board on top is very unstable and unsafe to stand on. I messaged and asked him to fix these items and he came out the first time while I was working, said he fixed and he left before allowing me to check. Once I went out, the ballisters were messed up again. He continued to blame his apprentices and said they are learning but when I said they needed fixed, he grew angry and said it would require me to pay for parts/wood etc, even though I was guaranteed a free 1 year warranty. The gates completed were horrible. The framing + nails used are crooked, unsafe, and are an embarrassment to someone who builds gates. When asked to be fixed, he again said I would have to pay for the parts again, even though he caused the issues. He left nails and soda cans in my yard. He eventually blocked me from being able to leave a review, stated he would not come out to fix unless I paid for more wood and will not communicate me at all now. We are unable to afford someone else to fix now because we paid so much money. The stairs were crooked. The frame is leaning and unsafe. The nails are falling out and Im concerned a permit wasnt even gotten as required.

  

  Business response

  12/17/2024

  We made multiple repairs and although we warranty our work, we can't warranty the wood. The last text I received from the consumer was asking me not to contact her anymore so I did not. I am not sure what the consumer is wanting us to do at this point.

  Customer response

  12/19/2024

  Complaint: 22628395
  
  I have reviewed the business' response and am rejecting it because:
  I never asked for warranty regarding the wood. Yes, the wood used was cheap and shouldnt have been used but thats not what I was requesting. I asked that the workmanship be reviewed, as the quality of work done was not correctly and well. The deck/gate is already falling apart due to the workmanship and because of the job done, we will now have to pay someone else to fix it due to this. We are kindly requesting a form of refund so we are not out the money we shouldnt be to fix the deck thats not even a year old. I asked you not to respond because after asking you to repair the issues (within the 1 year warranty), you became verbally aggressive and refused to assist and I no longer felt comfortable speaking with you in an aggressive and unsafe way. I wanted a respectful conversation so we could resolve the issues, within the warranty you provided, but that was not able to be obtained. We arent able to have a productive conversation, so I am now requesting a refund via BBB so we can have a moderator to assist us. 

  
  
  
  Sincerely,
  
  ***** *******

  

  Business response

  12/20/2024

  We offered to fix your problems but you refused to allow us to do so. We were never aggressive with you. You just refused to understand that we DO NOT WARRANTY THE WOOD. You also refuse to recognize that we added the handrails on to the build the morning of the start of build do to your request. We also did not charge the extra labor or materials for said handrails simply because we were trying to "do right for the customer ". That was over 1000 dollars in labor and materials you were not billed for. You then ask us to come back and replace ballisters.  Which we did.....twice.  the second time we even drilled and screwed them on making sure not to split them. But not good enough for you. That is a wood problem. Not a workmanship error. And for your information those were the highest qaulity ***** sells. If you wanted wood from another source you should have made us aware. We can not be responsible for the way wood dries. You also fail to mention that YOU AND HUBBY were there to pay us upon completion and BOTH of you were 100% satisfied......because we do not accept payment unless you are. You then gave us a bad check in which we had to come to you to make it right. You even gave your neighbor our number. We came over multiple times to fix wood issues on our dime......even though we don't warranty wood....... and every time you were great with repairs. ***** were completely functional and you had no issues untill your lawn guy hit with his mower and you are trying to blame us for his damage. Saying it is sagging and not working...... i bet it is.......I told you we would be more than happy to repair any of our workmanship errors. But you refused....i have the text........so we will not be refunding any money to you. You refused and told me to cease communication.  So that alone has voided your warranty with us and we will no longer be communicating with you per your request. Sorry that you became dissatisfied with the way this situation turned out but we tried remedy the problem and you refused the attempts. Out of the almost ******************************************************************************* our customer service. We always work hard to make sure every customer is satisfied but ***** you have made it very clear you did not want to work with us and honestly you have expected something for nothing since the start and we don't operate that way. Again we tried to remedy situation but you refused.........you told us to cease communication because the conversation wasn't going your way. So we followed request and now your not happy with that either. 

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