ComplaintsforBirds on Deck, LLC.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over the span of a few years Birds on Deck replaced all of our windows and interior doors. One of these windows, a large picture window has developed a defect in the workmanship. Window has a left and right slider, the right slider has developed a hazy film between the sealed glass during the winter months and spots between the glass due to the leak of ********** The sealed glass has a 30-year warranty, window was installed in September, 2013. Prior to year 10, there is a no-charge replacement of sealed glass. We are asking Birds on Deck to honor this warranty. The timeline of contact with BOD is as follows:11-3-21 Spoke with *****, explained problem. He said he would stop by to look at window. Never did. 12-22-21 follow-up call, was told by ***** that window is on order but there would be a longer wait than usual due to a supply chain issue. ***** said he would contact us when window is in, no call received. No contact whatsoever from Birds on Deck for over 6 months. 9-16-22 LMOM to return our call, none received. 9-23-22 We called BOD again and was told truck is coming in next week with parts and almost sure window will be on truck, he will contact us, none received. 10-11-22 Both my husband and myself went to BOD in person & spoke with *****, he told us the installer's truck has mechanical issues. Sent two e-mails: one on 10-27-22, another 11-2-22, first one ignored, finally got a phone call from ***** and said the installer has a backlog now of over 60+ windows and our window will be installed within the next few weeks. 11-29-22 we called the installer, he said he has our window, and would try to install later in the week. Finally, after receiving no phone calls or response to our inquiries, we sent a third e-mail on 12-6-22 giving Birds on Deck notice that they have until 5:00 p.m., December 9, 2022 with a date and time of our window replacement. If none received by deadline, we would be filing a complaint with the BBB, again no reply to our request.

  Business response

  12/14/2022

  in response to their complaint, the window sash had a seal failure a common occurrence in the window industry. while the timing has taken a long time, we have followed the steps of the manufacturer in the window warranty program.  all of their window products took a long time to be resolved because of shortages in supplies that have taken up to 30 weeks to resolve. we are not ignoring them, just trying to get through all the window jobs that came in at the same time. we only have one crew and he is allowed to set his schedules. i have reminded my installer today to complete this service asap.

  
  

  ***********************

  birds on deck, llc

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 me as long as the window will be installed in a timely manner as stated. We understand that delays do happen, but a year-long wait seems excessive. Better communication to keep us informed and up-to-date with the situation would have sufficed. We are disappointed with the lack of good customer service.
  
  Regards,
  
  ****** & ***************************
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an awning from Birds on Deck that was installed less than 9 months ago and? there is a flaw in the fabric. Purchased this one over others because the owner of Birds on Deck trash talked other companies warranties saying that they are useless and don't cover anything. He claimed this company has the best warranty. Per the manufacturer there is a 10 year warranty on the fabric. When I first called to speak with the owner of this issue he up front said that isn't coved without hearing the full details or seeing the damage. He then argued that it was my fault because I didn't remove the valance where the damage is located. I told him he did not tell me that or even show me how to remove it. He claimed that he tells everyone but when I brought up reviewing my security camera footage which captured our whole initial meeting and the installation, he did not argue further on that point. After much argument he said he would reach out to the manufacturer. They are refusing to honor the warranty saying that because they do not know what caused the damage that they are assuming it was wind which is a warranty exclusion. The flaw is on the valance which is apparently removable so just that piece can be replaced. ********************** is refusing to fix the issue and the installer that sold me the product, Birds on Deck in Hartford, is willing to do a replacement valance if I cover 50% of the cost and shipping fees since KE refuses to do anything. When I asked to speak to a supervisor at KE the rep told me no. I left a message for Birds on Deck with the owners wife over a week ago and have not received a return call. Very disappointing when you spend thousands of dollars on a product that is suppose to have a good warranty for the manufacturer to find a loop hole to not cover it.

  Business response

  05/09/2022

  in response to your letter 5/5/2022, i am aware of her complaint and have done the following to answer her concerns:

  
  

  the manufacturer is KE ***, the fabric for the awning she purchased is warranted for a ten year period, and like all product warranties cover workmanship not abuse or weather related damage.  i had the rep from KE contact her with her concerns, and provided him with pictures she gave me.  he forwarded them to the company, and concluded that the hole in the pictures was not due to fabric defect, which he conveyed to her.  she was not happy with the response, and insist it had to be a product defect in the material. 

  
  

  i told her the cost of replacing the valance, and she does not want to pay anything..  i am the dealer not the manufacturer and am not responsible for replacing it free of charge.  because i want my customers to be happy with their purchase, i offered to split the replacement cost, but she insists she shouldn't have to pay anything.  

  
  

  regards

  *********************** (co-owner)

  birds on deck llc

  Customer response

  05/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Birds on Deck is the local dealer for the ** awning in which I purchased.  Per the ** warranty as listed on their site states the following:

  In order to make a claim under this warranty, contact your local ** dealer in writing.

  When I originally spoke with ***** to advise of the issue and from the get go, even without pictures or much detail, he automatically advised that the issue was due to wind.  I tried to clarify the issue with him and provide pictures showing the issue and he said he would reach out to the manufacturer, as he would be their point of contact.  He did not give me much hope since he kept focusing on the cause being from wind.  I honestly do not know how wind can case such small separation in fibers of the material.  Based on our conversation, I am sure that he led the call with ** that the issue was due to wind.  Please note, at this time he did not even come out to see the damage, which would make it more difficult to determine a root cause without examining the product.  Because I was clearly getting no where with *****, I asked to have the contact of **.  He would not provide contact and said that they would reach out to me.  The rep from ** that I spoke with basically told me that the issue was being classified as wind since they could not determine the cause.  Again, kind of difficult to determine something without seeing the damage.  I asked for another contact from ** and was flat out told that I could not speak to anyone.  With this I reached back out to ***** and left a message with his wife.  After a week of no response I resulted to ******** where I posted pictures, that ***** did not see, of the damage.  All responses that I received also agreed that this damage could not have been caused by wind but due to a flaw in the fabric.  After my post was the only time ***** reached back out to me because his granddaughter told him about my post.  He advised that I was taking this too far and that he already told me what he was willing to do and thought the issue was resolved.  I advised him that after we got off the phone, not even two hours later I contacted back after speaking to the ** rep and did not receive a call back.  I told him that the issue was not resolved as I said I would follow up after speaking with the ** rep which I did and got no response from him.  I told him that the ** rep stated that they were assuming wind damage because there was no proof to what caused the threads to separate.  ***** then advised that all warranty claims need to have proof to the cause of damage, which I advised that a defect in the fabric where threads would separate would not have proof.  With this, I requested that he come and look at the damage.  He offered to remove the valance to ship back to the manufacturer, which I did refuse as if I am being treated this way now, I was not going to allow him to take the product feeling like it may get further damaged or not make it back to me.  With his shop being down the street from me I did say he is more than welcome to stop by and take as many pictures as needed to further review this with **.  He said he would reach out to them, and follow back up with me, which he has not done.  He did offer to replace the valance with one of two options.  My current valance, which I paid extra for is 10 inches long, the first option was to change with an 8 inch valance for approx. $200 cost to me or replace it with the same 10 inch valance with a cost of approx. $400 to me.  I am not happy with this because I purchase this not more than 9 months ago and the fabric has a 10 year warranty. Per the ** website:

  **, **** warrants that goods sold by it shall be free from defects in materials and
  workmanship under normal and proper use to the original purchaser, and will conform to applicable
  specifications and drawings, for an amount of time specified (list below) for each ** products or shade model
  that is produced by **, ****, all commencing from the date of shipping (invoice).

  BRAID: Braid damage due to normal wear and tear is covered for 1 year from date of purchase. 

   

  I am requesting that if he does not want to use the images I provided on this case (I did not provide this images to him before submitting this case) that he come out to gather pictures of the damage and since he is the point of contact for ** that he request a re evaluation since their original evaluation was based on comments he made that I do not believe to be the case of this damage.  

   

  ***** stated in this response that he is not the right contact for a warranty claim, which is incorrect and why I am disputing his response.

  I have attempted to reach out to ** directly to request this on my own and have not received a response from them either, even though it specifically states to contact the authorized dealer, which in this case is Birds on Deck.

   
  Regards,
  
  ***************************

  Business response

  05/09/2022

  i will stop out to her home this week to personally inspect the product.  if i find reason to further involve KE, i will do so in writing and inform both of you of their response.  she has already taken to ******** to denagrade KE and my company.  i do not know the content of the post only that several people who know us say it is sheds a bad light on us.

  Customer response

  05/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would appreciate ***** to come out and gather pictures for KE.  My point to him was never that he had to make it right, but because he is the contact to follow the process to get KE involved.  Based on my conversation with ***** before him hearing or seeing the issue he ran right to the assumption that the damage was caused by wind.  This conversation leads me to believe this is the same information he passed to KE which is why the rejected the claim.  I am only asking him to make it right by getting them involved and showing them picture evidence of the issue.  Also, I did not denigrate either KE or Birds on Deck on *********  I stated the facts of what happened just as I stated here.  I wrote what my issue was, the conversations I had with both parties, their responses and pictures.  I did state that I contacted ***** and did not get a response in over a week, again all facts.  
  

  I would appreciate a call from ***** as I just tried to contact his store and got no answer to schedule time for him to come out to ensure I am home for him.
  
  Regards,
  
  ***************************

  Business response

  05/11/2022

   

  i have met with her at her home, took additional pictures, and submitted them to KE.  today the informed me they will replace her valance free of charge.  i believe this will resolve the problem, and as soon as we receive the product we will install sometime in the next few weeks.

   

  regards

  ***********************

  birds on deck,llc

   

*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. ↩