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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/03/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
Deck was completed 7/20/2023. I was charged $13,124.00 for a 12x12 deck that should not have cost more than $8,000. Stair was originally built to 10" high which is not up to code so i fell twice and i have witnesses to verify this claim. Business tried to take short cuts by using 12x12x1.5 inch concrete stepping stone that can be bought at *********** I pointed out my contract shows using pre formed blocks to support the deck.After fixing the issues that i had to complain about to get done i signed off on the project not seeing stairs do not match up along the side of the deck.Also Trex boards are not even some shorter than others .
Business response
10/03/2023
We've been trying to get in touch with this customer for over 5 days, but haven't had any luck.
She's been quite vocal about her concerns on various online platforms, which has understandably affected our online presence. We really value our commitment to quality service and customer satisfaction, so this has been a bit of a concern for us.
Just to give you some background, we provided the services as per the signed agreement. The work was delivered on time, meeting all safety and quality standards. We've always been responsive to her requests and addressed any issues promptly.
However, after about two months, she seems to think that $8,000 is a fair price for a 144 sq ft deck. This is significantly lower than what we'd typically charge, and it's not an offer we've ever presented to her, nor is it near market value.
We're open to finding a middle ground here. We'd consider a modest compensation if she's willing to remove her negative feedback from all online platforms. It's a gesture of good faith, and we're hoping it could lead to where we can work out a resolution that works for both sides.
Unfortunately, our attempts to talk to her directly have gone unanswered, and she's still posting negative reviews. This isn't how we typically handle things, and it's been a bit frustrating.
We really want to make this right and keep a good relationship with our customers. Any help in getting in touch with her would be greatly appreciated.Customer response
11/12/2023
N.W.Builders & Renovation have corrected the step that was not up to code and reimbursed me $750.00 for the mistakes they made leaving me to fall 2 times injuring my knee as well as
over charging me for the project
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.