ComplaintsforLasting Impressions Home Solutions, LLC

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We wanted to replace a deck at **************************. We went to Lasting Impressions because they offered a price we could live with for deck replacement. The proposal was for wood, but when I saw the rotting wood on the deck that has been demolished, and saw an ad for metal framing, I asked **** to look into. He gave the ******** didn't have that much money pulled out of my wife's 401K. He said he would like to build & would help with the cost so I gave him another $4500 to cover the steel framing. When construction was started, I just let them do their job. When they had assembled the metal framing, it was dirty. I cleaned it to find the powder coating was damaged. ******** covered damage & he gave me a hard time about painting. I contacting Fortress steel trying to get help. No answer to the questions I have.He just wants to paint over the damage without looking onto multiple issues that id fixed, would give me years of no issues. I am worried about rust forming under the brackets & next to the wall not covered by paint. About the way there is no pin in the concrete when wet, about the edges not cut with the correct saw , about how much paint was used on those edges ( 2 coats per manufacturer recommendations.) I don't want more rust as from the damage rust is already forming.I needs answers from the manufacturer as shortcuts were taken on the assembly & when the first board was attached, three holes where one should be.I don't' want boards on until the metal is fixed & questions answered. I took *************** to ************************** I have complained with both.I want a metal deck I can know was made to manufacturer recommendations. Sloppy work, poor assembly! I just want fixed! I need questions answered. I have pictures, but need to know how many you want.

  

  Business response

  02/09/2024

  Good day all. We were contacted by Client last year to assemble a deck we permitted to build. After contract was signed we discussed and agreed as the client refers to with the extra $4500 which we ordered, had engineered and provided. The Pins in the footings for the posts are not required although are an alternative to the build. We used appropriate, code compliant red head 5/8'' anchors 6'' in the concrete for proper mounting. The assembly of the deck was a little new for us (Client was aware) as we were instructed on site by manufacture of the build and parts and pieces so we obliged and built. During the build over the weekend I received nothing but great emails exclaiming his pleasures etc on the quality of the deck build. We were in the thick of rain and trying to build and arranging days to build to suit this entire time. Once a couple of days went by and Multiple emails about his findings I was able to get manufacturer on site to look at (************** concerns). While in route I received news that my wife was taken to hospital for a heart issue so I was a little antsy onsite. The homeowners claims were valid and we understood but he was not letting us speak and kept beating the issue which we had absorbed so in frustration I was voicing my displeasures in how the information was being given to us and agreed on a fix and left. Even when I explained our next steps and what we would do he voiced again all the displeasures via email. Again this is a new build for us the client was aware and we have manufacturing support and local support Galore and they all want us to succeed in getting his issues resolved. We want to make this the best deck in Cabarrass as well.  I was at home this past week and 1/2 with covid and spoken to the wife multiple times and replied to a few of his emails and he even offered to send me remedies of what has worked for them. I have explained to his wife what we are going to do and will respond to an email after this is sent.

   

   

  Customer response

  02/10/2024

   
  I am rejecting this response because: Quality should matter. You need to read the email from ******* for Fortress. A metal frame will rust if not assembled properly. I am writing the manufacture: Fortress. The steel was not shipped to the site correctly & the load shifted. Those scratches could have painted, but they were not! Assembly completely ignored the fact that powder coating needs to be assembled with care. A beam was missing & now here to be added which he was not willing to add the last time he was here. 

  I am writing Fortress about the way this job was done. I want to file a complaint against Fortress. If what I have is what they are selling, this is false advertising as in none of the You Tube videos or online website is mentioned in what this rep ************* need to know how to send you the email. If this is the kind of construction Fortress wants to do, they need to say so. I could have avoided this framing if this is what they want created.

  I expected clean, metal framing without the damage I have seen which I need to send pictures to you.

  
  

  

  Business response

  02/22/2024

  Good day all. I have communicated my lengthy response to **************** and ***** w/BBB however to put in this minimized 2000 letter requirement it will be much shorter. I am at peace with what we have done thus far and yet have much more to do aside the fortress framing. Fortress will be responding soon to their findings and he and I both will be aware. Our contract is our contract and we have not fraudulently accepted or charged for any funds not appropriate to the contract. I stand firm saying that I want to finish this job and do all the necessary finishing installations. I have done my obligations to painting the steel and am awaiting Fortress engineers and ******** services to supply their findings. I have told client that if we wishes to do a BBB inquiry at the end of project and the deck is not built to Manufacturers specifications he then can do a response. Until then I just want to finish this job and go our separate ways. The total amount owed when all said and done is $14011.85 as contracted and agreed on! We have collected 35% down ($10237.15), C/O of $4500 and draw of $5000 for first weeks work which was accommodated with high praises which equals $19737.15.

   

  -Beam missing not required but we installed anyway, all screws are installed (We ran out during install and homeowner was aware, all painted scratches were done and acceptable to clients

  -Fortress will warranty this (I will supply in writing) upon there findings!

   

  Regards

  ***********************

   

   

   

  Customer response

  02/22/2024

   
  I am rejecting this response because: The damage to the powder coating needs to be evaluated by Fortress steel. So far no response.

  The check for $5000 dollars was labeled as "Services" I would like to know if I can summit document at a later time as my wife can find on the computer.

  Then he said it was a computer glitch. Now it's part of a document you have that I never saw. Had the check not said "Services" & had stated what you have, I would not complain. At least you have something that makes sense.

  The framing looked fine until I cleaned & found out how badly damaged the powder coating was. Some paint has been put on & if he had not said he was wasting his time fixing, & I could be assured from Fortress steel that paint covering rust is acceptable, documented, maybe I would feel better.

  When I see that before any repairs & paint were done, he told the subs to continue. Three holes in the boards where one should be! Damage to the steel under the boards where one should be. How do I know this will not continue & I have hidden damage?

  We both need to know how to proceed!

  Is a check for services the same as what was mentioned? I am asking the Better Business Bureau!

  If so, please let me know! He wants to finish & move on to the next job! I am worried about a quality install!

  I am sorry I ever started this project.

  
  

  

  Business response

  02/26/2024

  The manufacturer has stated there is no claim and that **** is good to proceed with the project (See Attached). At this time I have to respond to an email from **************** with paint and sealing suggestions which I will be glad to inform him of options (See Attached). This is for peace of mind more so anything else from Clients perspective. His brother has spoken with manufacturer and understands the product is stood behind from them exclaiming proper installation, which Gordons state he is asking engineers he works with "opinions" (See Attached). His wife has communicated that She and **************** are good to continue as long as we install decking per manufacturers installation guidelines which we always do. I have a call out to her today when next steps will take place but we cannot schedule until homeowner is to paint and seal for peace of mind if they do. We can do this as well for a change order price but would rather not since manufacturer has cleared the installation and product. Once I get the crews scheduled we will need to work. I believe its all's understanding that the fraud claim was a mis-understanding from our system issues and clients assumptions. I/We have not collected any more or any less than our contractual obligations. if client wishes for us to re-word the document to appease we are more than happy to do however on our end services rendered is acceptable. 

   

   

  Customer response

  02/26/2024

   
  I am rejecting this response because: Site report: the issue with the rain going between steel & beam needs to be evaluated by Fortress.
  Painted over rust not allowed by instructions on paint can. I don't know how to solve: **** said the beams too close to wall. Maybe some way to protect. Trusses have edges cut with grinder & I have picture where there is no paint. I also saw rust forming. Had 2 coats of paint been applied to cut surface, this would not have happened.  Had edges of trusses been smoothed & cut to correct length, they would not have scraped into the beam when assembled. 

  Unless this is kept open, I don't feel the deck will be completed. Just more shortcuts. As for the $5000, we never expected because I kept very careful records of what needed to be paid at the end. Had Lasting Impressions been forthcoming ASAP with detailed invoice, we could have made sure we had funds set aside. A general statement is not acceptable after I cleaned & saw what was assembled. Either Fortress didn't give detailed enough instructions or contractor just wanted to do shortcuts leading to the pictures sent.

  I'm still concerned about anchors into concrete. **** said epoxy should have been used. He needs to know exactly what was done. Will those anchors hold up to years of soil & rain? I have nothing to say they are optional. I found one spot where the costing looks like chipped when s**** applied. I ca send documentation stating this is from coating too thin. I have to get rust out or further damaged coating, I would like to paint, but I have none, No sealant has been recommended, but I would love to seal as much as I can.

  Maybe I get to sleep tonight. Thank you

   

   

   

*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. ↩