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:11/11/2023

  Type:Service or Repair 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.

  Early Feb 2023: I contacted Paul Construction about having a retractable awning installed. After a detailed, interactive conversation with the sales person, ****, about exactly what I wanted, it was VERY clear to both parties that the awning should extend the entire width of the deck and be long enough to extend completely over the deck railing so as not to drip on the deck itself. Feb 14, **** provided a quote. Feb 20 the awning was installed. I noticed within a week that the awning was not wide nor long enough and was crooked. I took pictures immediately. Mar 6: Contacted Paul Construction to let them know the awning was crooked, ~6" too narrow & too short. Pictures were sent as well. Got no response. Mar 23: Called again. Mar 24: ****** came to assess the situation. He said right away that the awning was too small just from looking at it. He told my son & I that, if he had measured it, he would have covered the area more generously & determined that a stronger category of awning was required. Shortly after, he called and said they would replace the awning with one of the correct size for $2k. I asked him to provide a written, itemized quote. I never received the quote and have not heard back about it even after following up. I approved the quote from **** trusting that he had measured correctly, and it was representative of the details of our discussion. I am not an awning expert and had no way to double check it accurately reflected our conversation. I am on a fixed income. If the quote had originally reflected a cost of $7,446 v $5,446, I would not have been able to afford the installation and would not have proceeded. I do not think I should have to pay extra because the sales person measured incorrectly and quoted the wrong dimensions/unit. Paul Construction should either replace the awning with one of the correct size at no cost to me or uninstall the current unit, fix any damage to my house caused by the installation, and refund my payment in full.

• Initial Complaint

  Date:07/05/2022

  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.

  We contracted with this company to complete an enclosed patio and deck. Once the job was completed we noticed that one of the doors continued to not close properly and actually once locked it was impossible to open causing a safety issue. I have tried repeatedly to have the company respond and fix the issue but to-date the issue remains. The sales person Deron P******** never replies to my texts/emails or VMs and only if I ask my nephew who is a friend of his does he even reply. The last reply in Mar 2022 was that he would order a new door and I have not heard anything since that.

  Business Response

  Date: 08/12/2022

  In response to *********************** complaint about our lack of effort to repair her sagging storm door (#********).
  
  The first complaint of a sagging door was a year after the installation of her room and said door.  At that time, we responded with the promise of repairing the doorway to satisfy our past clients…as we always do.  During the time period that this promise was made and not acted on we were and still are in the Covid world of delays in products, availabilities and shortages.   The door for her room was special ordered.  It takes long enough to get a non-special ordered door let alone special order in todays construction industry.
  

  As promised, the project repair has been started (where I usually wouldn’t before having all parts but honestly as usual we try and satisfy our client’s needs).  The project repair commenced prior to the BBB complaint, but not everyone has patience. 
  
  When originally building the project, a special order ceiling was requested by Maureen while in the midst of the building process….this delayed the completion of the project approximately a month and delayed final payment on the project.  Paul Construction is very aware that projects evolve and sometimes in order to satisfy a customer we must have patience…..patience is a virtue.
  
  As for the complaint of a safety issue, there is no safety issue….the single room totaling approximately 300 sq.ft. has three exit points, not one.  If there was a safety issue, another one of the two exits within 15’ of each other could have been used.
  
  As for knowing her nephew….I have no idea what relevance that has to this complaint other than finding a reason to make me feel bad…it does not.
  
  Paul Construction does not control the speed a special order item is received and does not control the production of said product.  The product is scheduled to arrive to our distributor on August 15, 2022.  If the item arrives as explained we can finish the half repaired project promptly and hopefully safety and satisfaction can return to our clients life as promised.

  Customer Answer

  Date: 08/12/2022

  [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:

  Although the response indicated that I only complained a year after completion that is utterly untrue as I was previously dealing with the Project Manager for well over 6 months previous to my contacting Paul Awning and Construction directly in March  The Project Manager has since left the company but can easily validate my prior contacts regarding the defective door.  I am hopeful that the door will be replaced as indicated.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************