ComplaintsforSierra Structures - Fences, Decks & Screen Porches

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Sierra Structures for a 116 linear foot **************** on Board" Hateras capped Wood Fence @6'H with two 48" Wak Gates.The job carries guarantees whereas construction is to be free in defects in workmanship for a period of "one year from the date of completion". The contract was signed 8/8/23 and the job completed and paid in full on 8/25/23.In April of 2024, as requested by the company rep, I sent several pictures of areas where the fence was showing signs of existing poor workmanship (subsequently there have been additional areas discovered) with a detailed explanation.Their response was that wood imperfections were not covered under the guarantee, but that defective slats could be replaced @$300.I reminded them that the slat issue was nor the major problem, that it was the workmanship; and requested a rep or the original salesperson to visit the site to discuss the issue in person.No further correspondence was forthcoming from the company even with an additional request.The issue remains unsettled to date; and the quality of the workmanship is displaying more defects as time goes on.

  

  Business response

  06/24/2024

  Dear *******, I have spoken with ****** and ****. I viewed the photos you sent, and it is my understanding that the issue was warped pickets and boards that have warped pulling the nails out. As I think we have stated we do not warrant warping of wood. Impossible to stop. I cannot find any request to have a review or someone to come out and view the job site. I have asked *********************** the Project Manager to schedule an appointment with you to evaluate workmanship or material issues. We do purchase our wood from Universal Forest Products, and they are an excellent company, but they clearly do not provide a warrant on warping or bending. I tried to attach their warranty but was unable to upload. ****** will be in touch and we will take a look at the fence. Thank You for your patience. *********************

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired Sierra Structures to repair our vinyl fence and replace fence gates with the scope finalized in Aug2021. Our original repair date was Sep 14th (scheduled after the scope of the repair was finalized), but the repair crew came with hardly any materials, including no gates, which was part of the original repair order. We then waited until Oct 11th for the rescheduled repair and the repair person showed up in the afternoon with some fence parts that looked more scuffed than what we are replacing, along with the incorrect gates. We were then rescheduled to have another crew to come out on Oct 15th but they again did not bring enough materials and the materials that were delivered last minute again looked more damaged than the fence part that we are replacing. It took them a third time before they finally finished the repair, but they ended up replacing two less fence posts than scoped because they were not comfortable removing one of them and the other one looked better than the posts they brought over. They also caused our yard to have concrete mix scattered across as they left open bags of concrete mixes in our yard for over a week in between the repairs. We had Sierra install the fence originally and were pleased with them at the time, and it's very disappointing to see them go downhill in this experience with the delays and implying that we are too picky with the material they brought (I'd argue pointing out that their materials look more scuffed than the parts I am replacing is being "picky"). I asked for a partial refund from the total cost of $4182 and was denied. Given that we had less repair work done than scoped (two less posts replaced) and the issues around the project (over a month delay, essentially forced to accept subpar quality material, did not clean up all the mess), I think a price adjustment (partial refund at this point since I already paid) is a reasonable ask.

  

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/08) */ Dear BBB, I hesitate to respond to this matter in this manner but I feel compelled to point out the inaccuracies in this post. We did show up with all the material for the original job. We sent you a change order which was never signed so the additional material was not ordered. This is required before we order additional material. There were some issues with the material. We needed to order gate replacements. We have discussed the material with the PM and the installer and clearly the material was acceptable but we replaced it at your request. I really do not think we owe a rebate but based on your dissatisfaction I am willing to consider a refund. we have lost money on this job due to replacing materials and delays in installation. I never defend bad performance but I do not think we should accept comments that are not accurate. We always work to improve based on feedback and we will do it with your comments. Thank You Consumer Response /* (3000, 7, 2021/11/10) */ I will accept a refund as a resolution. In terms of the business's response on the accuracy of the complaint, I have a signed proposal with an initial deposit on 8/3/2021 that included two gates (I can provide the document as needed). The crew on 9/14 definitely did not bring gates, along with obviously insufficient material. The change order following the scope signed on 8/3 is the final scope which is likely what was referred, I did not sign that one at first as it was asking for a 50% deposit again, which the PM corrected later and I signed. In terms of the material being deemed acceptable, as mentioned previously I have a hard time accepting replacement fence material that are more scuffed/scratched than the fence being replaced (I can provide picture examples of material brought over if needed). Regardless, I am not looking to debate what transpired and just want to reach a resolution of a refund. Business Response /* (4000, 9, 2021/11/10) */ Dear *****, I will contact you directly. Please do send me the photos. *************************

*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. ↩