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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
08/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Contacted company on July 26, 2023 regarding issues with the deck that are covered under the warranty of the deck. Contacted company via their preferred method to report issues with the deck (loose boards, missing facia & warping affecting the door being able to close properly). Personnel reached out the following day (July 27th, 2023) to schedule repair person to come to the home “early next week” (meaning the week of Jul 31st - Aug 4th). As of today, Aug 6th 2023, company is no call no show on repair request. Company is not upholding the guaranteed workmanship written in to contract and has not attempted to contact us to explain or reschedule following the no-call-no-show from previous complaint. This is not the first time we have experienced issues with this company which is why we have to decided to no longer let things linger while we continue to get the same run-around and excuses they have always provided. We just want our deck repaired as promised. It has been less than one year and we are already having warping and structural problems so I believe this should be escalated to a priority repair. Thank you.
Business response
08/18/2023
This complaint has been handled and all issues resolved with homeowner. Determined to be misunderstanding of when we would be out as we didn't give clear communication.Business response
08/18/2023
Most of what homeowner said in the message was not what was happening with us but with a whole bunch of issues they were having with other contractors. They had not reached out to us before July with any issues and we responded that day and had not been clear of when we were coming out to look at issue. That's what caused the issue. We have since been out and corrected the issues with the homeowner. I have the audio call our operations manger had with them as well I can send. We have asked the homeowner to take down the complaint considering it had only been less than 14 days since they first reached out and all issues have been addressed.Customer response
08/21/2023
The company has resolved all issues with our deck. I would like to remove the complaint.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.