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Complaint Details
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Initial Complaint
12/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 24 2020 we signed a contract with Custom Deck and Patio to replace our deck, retaining wall, and driveway concrete repair. The work was to start in December 2020 nothing happened. I called ************************* and asked why he didn't start work in December and he said that COVID was the cause and that some of his family members were sick and couldn't work and assured me he would start right away. That didn't happen until February of 2021. We originally wanted a cedar but ***** told us with the cost of cedar he could replace the deck with a composite deck and railing. We agreed that would be a good choice. Also, we agreed that a covered deck could be added as well. All this along with the driveway and miscellaneous yard work and downspouts the job took them into August of 2021. This is where the problem begins. In April of 2022 while cleaning my deck I noticed the lower deck rails splitting where the spindle goes into the railing so I called ***** and asked for him to come stop by but he insisted for me to send photos of the rails so I did. I asked if there was a warranty and he told me NO but when he sold me the composite decking and rails he said there was a 25 yr warranty ( Buyer BE WARNED ) So I filed a complaint with Timber Tech composite railing. They wanted information from me on when the deck was built, who installed the deck, and the material used. I then texted ***** to get this information sent to Timber Tech, ***** did, 2 months later after repeated text messages from me and Timber Tech on resolving the issue. I did resolve the issue for the rails splitting but not until Timber Tech told me that the railing needed support blocks under them that were NOT DONE to keep the rails from sagging. ***** agreed to replace the rails but as of yet, with numerous calls and text messages Custom Deck and Patio have failed to repair the railing, and it is now December 8, 2022. Also, ***** has been asked many times to give us a Lien Waiver for all the work that has been done while they were here. Brain's actions and responses to issues are unacceptable. Replace the railings and provide us with a Lien Waiver for the work done that you have been fully paid for.Customer response
12/14/2023
On my statement I wrote now it's December 8 2022 the year is wrong should be 2023, sorry for the incorrect year. *******************
Business response
12/21/2023
I'm very sorry for your delay. We will address the railing issue and your lien waiver. In two weeks. Thanks *****Customer response
12/22/2023
***** is very good at making a statement that he will take action to resolve matters of concern. This is why I filled a complaint to BBB, I have patiently waited many, many months for a response as well as Timber Tech where the railing was manufactured from and all I got from him is I come by in two weeks, his famous words! Just wanted BBB to be aware of his response claim.Customer response
12/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had a deck built by the business. ************************* built the deck in March and April of 2023 in the amount of $22,988.00, and additionally he rebuilt a lower gate in the amount of $400.00. The gate was a verbal agreement and the deck had a contract. The deck has been paid in full. We are asking for Lien Waivers or Lien releases for all materials for services used in the construction of the deck and the gate. To date after several request we still do not have the documents. We have offered to meet up with ***** in exchange for payment for the gate and obtain from him the lien releases. ***** still remains unresponsive. Bottom line I want to give him his $400.00 and get the lien releases.Customer response
05/05/2023
************************* of Custom Decks and Patios stopped by our house last night 5/4/2023 at 5:30pm and provided us with the lien waiver and we were able to give him the $400 we owed him for the gate. Please close this case.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.