Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a PVC deck built by this company that was completed sometime in August 2022. It was very difficult to communicate with one of the owners of this business, *********, Who was incredibly rude during the summer of 2022 after we had already signed and give them a down payment. We dealt with the lateness and the rudeness through multiple conversations and finally had the deck installed. Upon Our inspection, a trap door that has been created was found to be far too heavy to lift. ****** ( I believe that’s his name) assured us that he would come back and fix it, as it is covering a basement bedroom window. He said he would cut the door in two and Reinstall the handles. He told us that his wife, *********, would be in contact with us to schedule a date. He asked for the remainder of the payment. Unfortunately, I gave the remainder, having trusted his oral agreement of his return. Both myself and my spouse Heard him say he would return and fix the issue. After a month of waiting for a schedule date, I contacted ********* who told me that he would come back if we paid for his service. I told her that the contract says that the door has to be accessible, and the weight of the door, which is about 40 pounds, is impossible two left for the child that sleeps in the bedroom downstairs. It is almost impossible for myself, as a grown adult, to lift. ****** Also gave us his word that he would be back to fix the job. We were told that we never told the man that he was covering a bedroom. Of course, when he was doing his initial drawings, ******, as a professional would, asked us what he would be covering. We told him it was a basement bedroom that was used for approximately one weekend a month. He explained that we could either have a trap door or a railing put around it. We opted for the trap door. Our contract states The word accessible with regards to the trap door. We would like ****** to come back and finish the job that he promised us. When people give their word, we should be able to trust them.

  Business Response

  Date: 02/08/2023

  This client was unhappy with us from the start.  Installation dates are always tentative (which we make clear to the clients) and this job was delayed due to material back orders as well as an extreme heat wave.  When the client expressed their thoughts, in an insulting and negative manner, we explained, and did our best to accomodate them.  When that did not seem to be enough, we offered (despite a signed contract) to return their deposit in full.  We even gave them the name of some other reputable companies to check with.  After getting other estimates, the client chose to move forward with us.  Our emails, as attached, were positive and aimed towards moving forward on a positive note.  We completed the job, as contracted.  We addressed every concern the client had and rectified any complaints.  Once completed, the client signed off on the contract and paid in full.  At this time, they did mention that the access panel was heavy and asked if it could be changed.  We agreed to come back at a later time to make changes to the access panel.  While this was not part of the original contract, which was to install a 2'x4' access panel (as was installed), we agreed to do it for cost ($150.00).  At this point, the client became very angry and threatened that should we not 'fix' it, that they would 'see us in court'.  The client told us that they had recorded all conversations and that "****** taking an hour to come and cut the door in half and move the handles and install hinges (which he told us he would do) will be less costly than what I will be asking you to pay if this goes to court. Other companies will do a lot more work to bring it to code than that.".  We let the client know that we felt that at this point, it would be best if they had another contractor make the changes.  The access panel was built exactly as they had requested, and as is clearly stated on the attached contract.  We tried our best to work with this client, but we will not tolerate threats and insults, which is what it had come down to.  We have not heard anything since September 23, 2022, and will not be returning to such a hostile situation.  While we strive to make every one of our customers happy, we recognize that we can't make everyone happy all the time and will not subject ourselves or our employees to such negativity.  

  Customer Answer

  Date: 03/08/2023

  
  Complaint: 20410027
  
  I am rejecting this response because: This business (unsure if it is the woman or her husband responding) is once again lying. They claim that I was unhappy from the start. I started speaking with them in July of 2021. As you can see by my attached document (Gmail - new estimate), the beginning communications (which included various email chains, phone calls and in-person meetings) were very positive. On March 31st, I wished them a speedy recovery when someone tested positive for covid, On July 6th I said "(I) Don't want to be a bother" to which she responded "You are not a bother at all!" She uses inflammatory language to attempt to illustrate something that was not there. She claims insults and and negativity, yet when I asked her to provide an example of any of that in my email of July 22nd, she was unable to. Even after how I was treated, on August 17th in my email (from her chain) I showed appreciation for the work that was done, as I listed some minor adjustments. Furthermore, in my message of August 17th, I mention difficulties with the access panel, however, in the reply sent to ***, it is claimed that I only mentioned that after I paid. There were no threats uttered. Once again, the writer is using language to illustrate something that did not happen. I mentioned that "legal action, which is my last resort" in my email of September 23rd, showing good faith that I did not want it to come to that. This is why after seeking advice, I am going through the ***, as I would like to keep it out of court. I am sorry that the writer speaks of threats and insults, I got along with the woman perfectly well until July 22nd and I got along very well with the husband who built the deck throughout the entire process. If it helps the writer to not feel that they are coming to a "hostile situation" as the writer claims, I can even be out of the house while the access panel is adjusted as was promised. We would like to have done what the man gave us his word he would do: cut the panel in half and change the location of the handles to make it actually accessible for my step-daughter who stays in the bedroom. I am trying to attach full

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/08/2023

  The facts are very clear.  We were contracted to do a job.  As per the previously attached contract, the job was completed in full, to the client's total satisfaction and was paid in full.  We agreed to make changes to the original contract for cost.  At that point, the client threatened the following: "So here’s what’s going to happen. I will give you two weeks from today’s date, end of business day On Friday, October 7 to fix the access panel. After that date, I will commence legal action, which is my last resort, and not something I’d like to do."  At that time, I let the client know that we would not be completing this work for free, and to go ahead and file.  I have attached all relevant emails as well as the contract.  This was a simple change that would have cost $150.00.  We feel that we were very reasonable in offering this for cost but it is not something that we were prepared to incur charges for.  

  We now consider this matter closed.

  Customer Answer

  Date: 03/08/2023

  
  Complaint: 20410027
  
  I am rejecting this response because: As in by the response, this is what it’s like dealing with this company. Regardless of whether or not the customer is satisfied, this company decides that they are done. When ****** said he would be back, to fix the door, he did not talk about a cost associated with it. He merely said he wasn’t able to do it on the spot because he hadn’t brought the tools. What was promised was an access panel. It is not accessible. I would like to have it accessible.
  
  Sincerely,
  
  **** *******