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This company offers cedar and composite decking, as well as, cedar, vinyl, chain link, and ornamental aluminum fencing. We also offer complete and partial installation and materials packages for the do it yourselfer.
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A BBB Accredited Business since
BBB has determined that Rick's Custom Fencing & Decking Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Rick's Custom Fencing & Decking Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Washington Department of Labor & Industries
7273 Linderson Way SW, Tumwater WA 98501
Phone Number: (800) 647-0982
Type of Entity
Business ManagementMr. Rick Stanley, President Mr. Stu Bailey, Store Manager Mr. Dave Harkins, Corporate Administrator Mr. Cliff Lengstorf, Store Manager Mr. Nick Marshall, General Manager Mr. Tom Marshall, Store Manager Mr. C T Warren, Store Manager
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
11516 NE 66th St
Vancouver, WA 98662 Directions
20132 SE Stark St
Portland/Gresham, OR 97233 Directions
4543 SE TV Hwy
Hillsboro, OR 97123 Directions
4543 SE TV Hwy Ste A
Hillsboro, OR 97123 (503) 669-0795 (360) 253-3792 (503) 463-8331 Directions
8755 Portland Rd NE
Salem, OR 97305 Directions
THIS LOCATION IS NOT BBB ACCREDITED
9120 W Clearwater Ave
Kennewick, WA 99336 (503) 640-5434 Directions
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Additional Email Addresses
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Had a wooden deck removed and replaced with PVC and vinyl handrails. The deck was not installed correctly, one small issue with the handrails and debris with nails left all over, much of it was left under the new deck to attract carpenter ants. The customer service was non existent until I got really upset with them. I feel I was taken advantage of because I am a 71 year old widow.
Desired Settlement: I would like to get the deck installed correctly and the debris removed. I have already paid them in full $36,373.73. I also believe that I should be compensated for the extra time, frustration and emotional and physical stress they have caused a senior citizen.
Business Response: Initial Business Response /* (1000, 5, 2014/08/21) */ I have met Mrs. ***** and gone over her project with her. Regrettably she is correct. We missed the mark both in workmanship and customer service. Mrs. ***** is a very nice and understanding lady. She is happy with the product and ****'s has her scheduled to have her deck fixed the first week of next month (September). Mrs. *****'s patience and understanding is greatly appreciated. ****'s Custom Fencing and Decking is committed to making all of our customers happy. In addition to fixing Mrs. *****'s deck, we will be doing a few extra home improvement projects for her at no charge. We will be fixing a bit of siding and wrapping a few cover posts. Thank you, **** ******** Initial Consumer Rebuttal /* (3000, 8, 2014/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rick's Fencing and Decking started my deck project, in the afternoon, August 4,2014. They told me it would be completed in four to seven days. It took seven days. I have clearly been taken advantage of because I am a senior citizen. They did a deplorable, incompetent and horrible installation. I have paid them in full $36,373.73 and they offer me menial home improvements at no extra charge? Those should have been included if the job had been done correctly. Their brochure states "Our highly trained and experienced staff". After they so badly botched my deck project they wanted to bring back the same person, that did the untrained,unexperienced work to train him how to do it correctly. I am not running a training school for Rick's. So I told them that was unacceptable. They agreed, but with the customer No Service I have received it concerns me that I must endure more time and stress with this incompetent company. Final Consumer Response /* (4200, 12, 2014/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person they sent, to completely tear off the deplorable first deck, was very professional and was the only person that delivered good customer service. The General Manager needs help with both professionalism and customer service. I signed a contract and was told it would take four to seven days and I paid over $36,000 dollars. It took thirty-four days and I had to adjust my life to their schedule for 34 days. I sincerely feel that they owe me a refund of $6000 for not doing what they promised and the General Manager acted like it was not a big deal. It was a really big ordeal for me and caused undue emotional and physical stress and time. it took 27 days longer than they promised and I think I should be compensated since they did not deliver what I paid and signed up for. Final Business Response /* (4000, 16, 2014/09/22) */ I request that the BBB close this case as resolved satisfactorily. Mrs. ***** purchased a deck on July 8th 2014. At that time she was informed that our schedule was booked out about 4 weeks and we would be starting her project on August 4th and that the deck would take about 4 to 7 business days. On August 12th her deck was completed and Mrs. ***** signed a form stating she was happy with her deck and she paid her balance due on the project. Subsequently she contacted me as she had found a few issues with her deck. Some of the issues were legitimate problems with our workmanship and some of the issues were the result of her purchasing a "re-surfacing" of her old deck framing rather than a completely new deck. Rick's did not frame her deck, we replaced the old cedar decking that required maintenance and her wood handrail with new PVC decking and railing. Nevertheless, I met her the following Monday morning. At that time she was given the option of having her deck issues fixed by our Vancouver Crew Manager who could have started work on fixing her deck that day or to wait 2 weeks and have our a crew from our corporate office in Hillsboro fix her deck starting on September 2nd. She chose to wait for September 2nd. Since September 2nd I believe we have gone above and beyond what we were contracted to do for her in a sincere attempt to make her a happy customer. We have fixed the mistakes we made during her initial installation in addition to doing several items beyond the scope of our original contract. I would welcome meeting the BBB or any legitimate neutral 3rd party at the job site to review our work, what we were contracted to do, and what we have done at Mrs. *****'s home. Currently Mrs. ***** has reported Rick's Custom Fencing and Decking to the State of Washington's Attorney Generals office. The Attorney General has offered to involve themselves in the process if Rick's Fencing and Decking will voluntarily participate, and we will. Again, I would appreciate the BBB closing this case as satisfactory resolved by Rick's Custom Fencing and Decking. Thank you, **** ** ******** General Manager Rick's Custom Fencing & Decking www.RicksFencing.com
Problems with Product/Service
Read Complaint Details
Complaint: We had a fence installed on May 28th. The fence line was taken out 3 inches at least from where the old fence was. Also the fence is not in a straight line. In this case I had to buy material to fix the gaps in my old fence and deck. What was a small gap ended up being over 10 inches in one spot. My child and dog could fit through the gaps. I had to fix the gaps. I called the Gresham office 3 times. Got to speak to a manager once. I was informed the field supervisor would be coming out to the location and calling me. They have not contacted me at all and it has been 3 weeks.
Desired Settlement: $100.00 refund. I had to by 2x4's, 2x12, 2x10, 2 cedar board and staining the wood. The materials were $60.00 and $40.00 labor. If they would have contacted me and supplied me with the lumber I would have called it even. I feel this is the least they could do.
Business Response: Business' Initial Response /* (1000, 6, 2013/07/02) */ I believe this is all resolved and the customer is happy. I spoke with **** on the phone and apologized for Rick's not jumping to help him with his fence issue. While we were on the phone I asked **** for the information I needed to access his invoice/account. His invoice is actually under his neighbors name.....so it was a little difficult to find. This may have been a reason for us not getting him the service he deserved. (I hate excuses too). Never the less, **** and I have had a nice conversation. He is a very nice and understanding customer. I wish we had done right by him on our first try. **** is experienced in construction but was just to busy to build the fence himself. I appreciate that he took care of the fence issues for us. Rick's is mailing **** a check for his materials and for his time and effort. Thanks, ****. Sincerely, **** ** ******** General Manager Rick's Custom Fencing & Decking PH: (XXX) XXX-XXXX ext. *** CE: (XXX) XXX-XXXX FX: (XXX) XXX-XXXX ******************** Consumer's Final Response /* (-5, 11, 2013/07/17) */ Rick's Custom Fencing has contacted me. The issue has been resolved.
|11/26/2012||Problems with Product/Service|