ComplaintsforDouglas Construction & Remodeling

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Douglas Construction in 2015 to build a sunroom and deck on our home and were initially very satisfied with the installation. In Spring 2020, the deck planks began warping and turning up on the sides. We first contacted Jeremy D****** about the issue in May 2020 to request that he repair the problems. We have exchanged several texts and emails with him over the last two years asking him to address the issues. He often promised to come out to see what could be done, but he never showed up. His recent replies indicate that the company he purchased the deck material from is out of business, and that he is trying to find a way for the manufacturer to honor his warranty. We do not want to spend a third summer with a warped deck -- it has become a significant trip hazard. We are asking the BBB to help us find a resolution with Douglas Construction to either repair or replace our deck as soon as possible.

  Business response

  06/22/2022

  We signed a contract with **** * **** ****** on June 29, 2015 to build a sunroom and deck. Our contract does state that we offer a 1 year warranty which would of been up in 2016. Claims can be filed with manufacture warranties. The company we purchased the **** decking material has went out of business. On the ****.com website there is a claim process. It requires the home owner to submit information for the claim as listed below.

   Proof of Purchase (only 1 required)
  Photograph with **** product identification lot code or end tag
  Invoice from dealer or retailer; or
  Contractor invoice showing **** product listed
   Photos
  Minimum of 3 photos showing condition of concern
  Panoramic photo of entire deck
  A photo of the end of a deck board
  Date of Installation
  Contractor Information (if applicable)
   Proof of Property Ownership (only 1 required)
  Copy of a property tax bill for the current year
  Copy of the deed
  Copy of the deed or trust
  Copy of a mortgage statement; or
  Copy of a mortgage payment coupon for upcoming month
  Lot Code if available; can be found on the bottom or side edge of board
  Property State*:

  Proof and property ownership, property tax bill, copy of the deed, mortgage statement etc are items they ask for but our company does not have. 

  Thank you.

  Customer response

  06/23/2022

  Hi, Melissa:
  
  We need the following items from Douglas Construction to be able to move forward with a claim to the manufacturer:
  
  Proof of Purchase (only 1 required)
  Photograph with **** product identification lot code or end tag
  Invoice from dealer or retailer; or
  Contractor invoice showing **** product listed

  
  

  Thank you, 
  ****

  
  
  

  Business response

  06/28/2022

  Attached is updated contract and invoice which states deck material is **** and was purchased from ***** ******** ****** ***** and PO number for purchase is *******.

  Customer response

  06/29/2022

  I am rejecting this response because:
  
  Although we appreciate the addition of the handwritten note on our original estimate with the purchase order number for the **** decking, we need more information. 
  
  To work effectively with the manufacturer, we need a copy of Douglas Construction's invoice with the supplier as documentation that they actually purchased the **** product, including the actual date of the transaction, the quantity purchased, and the amount paid. Their handwritten note does not include sufficient information to process our claim with the manufacturer. We need a copy of the invoice that accompanies PO #*******. 
  
  If they no longer have those records, we at least need to know how much they paid for the product. Their estimate with us combines the cost of the 20X22 sunroom and 16x16 deck. We need the specifics for the **** materials alone. 
  
  Please advise. 

  
  

  Business response

  07/21/2022

  Hello. I have attached an updated invoice which shows the material and PO # for the material. Thank you.

  Customer response

  07/23/2022

  I am rejecting this response because:
  
  We are requesting a copy of Douglas Construction's invoice with Stock Builders -- not our invoice, and not just the PO#. We need the original invoice between Douglas Construction and Stock Builders as proof of the purchase of the **** deck materials so we can file a claim with the manufacturer. 

*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. ↩