ComplaintsforArchadeck Outdoor Living of West Central Ohio

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sundance pergola purchased from Archadeck of southwest Ohio. Instillation was completed September 2022. When the instillation was complete we had concerns with the work that was done and brought it up to the contractor as well as the installer. They had placed the downspout on the support beam closest to the house and the power box was not covered in any way. I was told that the gutter system was graded to drain that direction and that it was normal. We were told the power box was weatherproof and that this is how they are installed. First Spring usage the motor went out and saw one half of the gutter was not properly draining. Far side away from our house holding 2 in. water and caulking in this area was peeling away. Archadeck now says the power box for the unit was not weatherproof and they would now put a protective box that would house the control box and the power adapter. They would also grade the gutter system differently so that it would drain properly as intended. Archadeck came out and properly replaced the motor so that was good although it was over a month later. What they had done to the gutter system fixed nothing it still did not drain properly. They also installed a protective box that was too small to properly house the control unit and power adapter. They crammed the power adapter into the box against the controls rendering that control box unusable. They were called out again and this time agreed to replace the faulty gutter placing the downspout in the appropriate spot and they would get a bigger control box covering. Gutter was installed finally after waiting another month and a half. Nothing was done with the covering for our control unit. When tested the gutter system it is draining but now the water is also coming down the support legs not just the gutter. At this point I have no faith that they can fix the issues that we have and would like a refund so that we can hire someone competent enough to fix the issues that we have.

  Business response

  09/05/2023

  We understand your frustration with Sundance pergola's as we have been given information that has not been true or that they have had issues with the gutter system and are still trying to come up with a solution.

  With the power box, we were under the impression that it was waterproof. Once we learned it was not, we came out to your home and covered it for you and the two other who had purchased this product from us. I realized the first one we put on was too small, but we have since put a bigger one and it is now waterproof as of 9/5/2023.

  With the gutter, we have since replaced it with a new gutter and have sealed it so there is no more leaking. Also, when we replaced the gutter the second time you did not wait for the caulk to dry before you ran water through it. We have since come back out and made this correction, and it no longer leaks as of 9/5/2023.

  The final item I would like to address is the time it took to get this replacement. We had been promised several times that the product would be delivered to us from our Sundance provider to then realize that on his end he did not have the product available. When we found out that the product was finally in the warehouse; and we had picture proof, we drove down to TN to pick it up to get it to you as soon as possible. If we had not, they were saying it would be another two weeks if they shipped it due to the size. We are willing to go the extra mile, but some things are out of our control.

  Customer response

  09/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I understand that you placed a new larger box to house the power unit.  The control unit is not mounted in the box, it was simply laid inside.  The installer also did not use the waterproof connectors for the wiring as they cut a square out of the box bottom for the wires to be placed through.  I would argue that since you cut a square out of the box that the waterproof box has now been compromised.  I have attached pictures of the new box.
  

   

  The gutter system while one section was replaced has not been properly fixed as of yet.  The long gutter away from the house is still holding water.  The caulking that was leaking at the middle beam is still leaking.  I tested this multiple times this week and checked again today as it has rained and it is definitely not draining properly.
  
  Sincerely,
  
  ****** *********

  Business response

  09/18/2023

  Hello *** *********,

  In response to your rejection:

  It is a waterproof box, but we will add a seal to the bottom since you are concerned that the water will get in from the bottom. We did not attach the power unit to the box as you requested. Now that you have requested it be attached, we will do that when we come out at the end of this week.

  As we explained when this was installed there are flaws in the draining system. We can cut it down farther, but you will lose your warranty with the company. They are aware that is and said that there might be some standing water, but it is not a significant amount. The picture you are showing me is of the water from the louvers opening and dropping the rain off of it. Per our conversation with the representative of this company, you will never have zero water to fall after a rain has just happed and you open the louvers. We cannot make it % waterproof as the product is not capable of doing this. It is to cover the porch while it is raining and the representative said if you leave it alone for a day or so the water will evaporate, and you can open with no water running down or falling out of the louvers.

  If you could show me a video of this leaking while putting water on top that would be a huge help as this would be something, we could fix but have no water sit on top of the louvers is an impossible task.

  We will send you an email to let you know when we have attached the box and added a sealant to the bottom of the box.

  
  Take care,

  ******** ******, Owner

  Archadeck of West Central Ohio

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This communication is to detail our experiences with having the Archadeck Outdoor Living of West Central & Southwest Ohio company to create a composite deck for us. As you will see, this “creation” began November 2021, and continues incomplete until this date. To say that we are dissatisfied with this process is a massive understatement. In April 2021 we contracted with Archadeck to have our original deck replaced with one with composite material. Additionally, a second staircase was contracted for the deck. The original deck superstructure was to be used where possible. In fact construction actually began November 2021. To date this is the last good thing that has happened with this project. The deck was completed on Jan 17, 2022. No walk through was completed before we made the final payment because the deck was snow covered. We began our texts with them on Jan 19, 2022 regarding the issues we were finding after the snow melted. Things that we found before that date had been fixed to our satisfaction. There is a long list of problems we have suffered with the project. The owner as well as the construction manager have been out numerous times to take pictures and acknowledge these are all issues that need to be corrected. Basically, we have been subjected to starts and stops with construction, with no end in sight. There has been an inability of multiple crews to do a quality job, with uneven step heights. They have been out numerous times and have rebuilt the stairs twice and are still not close to being correctly done. Boards are not screwed down, screws are not screwed down completely, rails are loose and therefore not safe to hold onto. One of the facing boards needs replaced as it has deep indentions in it from the strapping materials. Several of the boards on the steps are warped. Brackets are missing from two of the joists against the house. They say they are coming out and then no show. Lack of communication is a big issue.

  Business response

  09/19/2022

  We purchased the business in December 2021 and were trying to take on all of the warranties that were sold to us. It did take some time but as we promised the client, we have completed her stairs to her satisfaction. I have attached photos of the stairs that were completed as of Sunday 9/18/2022.

  
  

  Thank you and please let me know if there are any other steps you need from me.

  Customer response

  09/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us.  *** at Archadeck was very much involved after receiving the BBB complaint by ensuring the issues were resolved to our satisfaction.  After 10 months, we have a beautiful deck that we will enjoy. 
  
  Sincerely,
  
  **** And ****** *******

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