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ComplaintsforDeckorators, Inc.
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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
03/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2021 we had a 20 x 34 Deckorators deck installed by a contractor that recommended this product and had used it several times before. A week after it was installed we had several days of over 90 degrees and the boards started shrinking and we started noticing several large gaps and a couple even pulled out of the fasteners. We talked to the contractor and he notified the company and a couple company reps came and looked at it and basically blamed the contractor who had installed several decks with the same product and had never experienced any problems. That is why he recommed this brand to us. The framework that was installed was actually more than what was required. We spent over $17,000 on this deck that looked beautiful for about a week and now after almost a year, there is a gap between almost every single board. This company is not standing behind their product and we should not have to live with this deck the way it is!!! We would never recommend this decking to anyone. Our friends who are currently installing a new deck are going with Trex because of the problems we have had with Deckorators!!Business response
04/06/2022
I am in-house legal counsel for Deckorators, Inc. I am in receipt of your attached letter dated March 22, 2022, where you have notified Deckorators of a complaint submitted to the BBB of ********* (Complaint ID of *********. Please allow this email to serve as Deckorators response to the Complaint.
Members of the ******** Services Team extensively examined the information submitted by the homeowner, including a personal inspection of the property at issue. Deckorators investigation revealed that: (1) many of the **** jointed boards were not properly installed with sister blocking; (2) many of the **** jointed boards were not properly installed with separate fasteners/clips; (3) many of the **** jointed boards were not properly pinned at the mid-point; (4) at least one of the rim joists did not have sufficient blocking; and (5) screws were not properly installed every 16.
For all these reasons, Deckorators respectfully denied the warranty claim. While we apologize for any inconvenience experienced, the issues articulated are not warrantable as the board shifting are the result of a failure to follow the installation instructions.
If you have any other questions or concerns, please do not hesitate to reach out to me directly.
************************ | Staff Counsel
UFP Industries, Inc.
Phone: ************ | Cell: ************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.