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Complaint Details
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Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Contract signed on 6/14/23 w/ Bull Mountain(BM) for 3 projects:1.demo and replace front stairs2.demo and replace back stairs3.demo and replace back deck with aluminum decking to provide waterproof solution and screen in porch below. We have paid $29,531.25 (75% of payment). There have been issues with all projects w/ major issue on the back deck as water is leaking through (and should not with the aluminum decking system they sold to us for this very reason). BM is asking us for final payment but the services are not completed. We have gone back and forth with BM to discuss the water leaking through our deck boards (among other outstanding issues). BM is not trying to solve problem and refusing to acknowledge the water issue. We have asked BM to complete water test with us present which has not happened. BM came to our house on 11/28, without our knowledge, and said they did "a final walk and everything looks great and is signed off on". The project is not complete w/ several outstanding issues that include safety concerns. BM is not working w/ us on meeting times that work for both parties w/ their last note stating "We will be at your home Monday morning (12/4) to address all your concerns. You can choose to be there or not. After Monday we will need to receive final payment from you. If you choose not to pay us we will take legal action for payment" BM has acknowledged project is not completed and said we could pay $8,843.75 hold back $1,000 until work is complete as "we have bills to pay on your project". A meeting on Monday 12/4 would not address the concerns that need addressing and therefore payment not warranted as services not complete. This has been extremely stressful as we are going on month 6 of no resolution. We are available for any further details needed and are appreciate of your assistance with this complaint.
Business response
12/02/2023
From day 1 this customer has been very combative and argumentative. They have complained about all services we have completed. We addressed all issues and concerns immediately. They have denied ** access to their property in order for us to complete a few items they have concerns with. They have denied us full payment of services completed. They have never had an issue meeting us to discuss any questions or concerns while working on their project. Now we are asking for final payment and they now don't have time to meet with us.
*****, continues to state that we are all liars at Bull Mountain. He has accused us on several occasions of not installing our products correctly. We have completed 2 successful water test on their waterproof decking that covers an open screened in porch. We found no leaks in the waterproof decking. However, because the porch is a screened in porch we have explained to them that water will get in through the screened in openings as well as other areas.
We have offered to meet with them in person to complete a 3rd water test. Even though nothing in our contract states a water test is needed before payment is due. They have not given us a reasonable date to meet. Our contract states that payment is due upon receipt of final invoice.
We are requesting final payment immediately. If they have any questions or concerns after final payment has been made, we will be more than happy to revisit their project.
Customer response
12/06/2023
Better Business Bureau:
We do not agree with the response from the company regarding our behavior, not finding time to meet with them, and the final payment being due as services are not completed - we have been respectful ever since the contract was signed in June 2023 and have abided by the contract. We have met with Bull Mountain on 12/4/23 and 12/5/23 to review the project issues and they have acknowledged that the deck installation was done incorrectly and have ordered materials to make corrections at this time.
Thank you.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.