Complaints

This profile includes complaints for Backyard Gurus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Backyard Gurus

  1020 Horsetrail Way Wake Forest, NC 27587

• 

  Backyard Gurus

  1020 Horsetrail Way Wake Forest, NC 27587

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:10/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Backyard Gurus constructed a 10x12 deck with a single straight run stair at my home. 1) Cuts made at the wrong angles (not matching to attached wood)2) Top of stair support cut wrong 3) Stair railing support with one bolt on one side and two bolts on the other side 4) Aluminum Balusters cut too short and falling out. This is causing a safety. I can not let my three year old grandson on the deck for fear that he will fall through the spaces made by the missing balusters.5) Backyard Gurus was very adimate that I did not need a permit for construction since I was replacing the old with the new (same footprint). Shame on me as I now know why they did not want to get a permit, a lot of this deck does not meet building code and they did not want to deal with the city inspectors and do it right.6) Overall very poor quality workmanship, and embarrassment to the industry.7) I contacted Backyard Gurus and the owner, ***** said that he would "get back to me" on the repairs of the balusters, that was on October 11th.

  Business Response

  Date: 10/20/2023

  **************, 
  As we have discussed on multiple forums, we were under the impression that we were in a good place when we left your project. It seems a bit unnecessary to continue to berate us online when we seemed to be on good terms at the completion of the project and had multiple conversations with you prior. Your deck is in fact built to code, as we have passed inspections on all permitted decks we have built, and ultimately it is the customer's decision not to pull permits. We are happy to come out and fix the balusters, we can arrange this if you'd still like for us to come out. Overall, it seems there has been an extreme miscommunication issue here and it is unfortunate that it has come to this level. 

  Customer Answer

  Date: 10/23/2023

   
  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.

  Based only on Backyard Gurus returning to repair the 34 balusters that were improperly installed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/23/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  February 2022 We deposited $6,000 on a $14,500 contract to have Backyard Gurus build a deck with Trex materials adjacent to our porch/sunroom on February 11th, 2022. The porch was being converted to a sunroom with windows so the plan was to provide the deck following completion of the sunroom work. Backyard Gurus provided Initial drawings of the proposed deck and told us that they needed to wait until the sunroom was completed before they could apply for a work permit. We attempted to communicate with Backyard Gurus numerous times during the following four months but had no real response. The sunroom was finished in July 2022, and we still had no projected timeframe for the deck work to begin so we opted to cancel the deck and have a concrete patio built. We immediately informed Backyard Gurus and asked for the return of our deposit. We agreed to concede $2100 of the deposit for their commission and the initial coordination and $3900 would be returned to us. They informed us that they would make three monthly payments for the remaining amount. After several text reminders we received the first refund check for $1,293.51 on September 12th. We didn't receive a check in October so once again we made several requests by text. An unsigned check was delivered to our house on November 5th but could not be cashed by our bank so now the payment is more than two months overdue. We sent a picture of the uncashed check back to Backyard Gurus by text on November 16th notifying them that our bank had rejected the check. We have not received a response since the November 16th text.