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:05/30/2023

  Type:Sales and Advertising 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.

  A new cedar deck was built by this company for Lowes as an independent contractor. I have had several issues with the deck gate that they have addressed before, but still continue to have. Worried over several large cracks in the wood on the deck, and unable to use deck gate due to stuck on the top area, but bottom area of gate has plenty of space. Concerned over severe cracking in the supporting beams, that Anoka county signed off on. Myself and my family feel the deck could be unsafe due to damaged cedar wood used. Question warranty from both parties due to cedar wood used and damage of wood and beams that either had cracks in wood when put together or after one winter of deck standing. Do not feel this deck would last 5 years instead of 20 years, due to damaged wood. I am on disability and projects done are extremely relied upon for safety and years of service.

  

  Business Response

  Date: 05/30/2023

  We received a call from **** Thursday 5/25 about the gate sticking. ***** picked up the gate today to fix it and rehang it tomorrow morning. We have adjusted it twice prior to this. ***** looked over the deck with the homeowner and made sure everything is safe going forward. When ************** for ****** we do not provide material, but do our best to pick through anything sub-par for construction. Anything material related would need to be brought up to the store, but we are more than happy to help any homeowners work through that process if necessary. I encourage **** to reach out to us directly if she has additional needs related to the deck so we can continue to make sure she's taken care of. 

   

  Customer Answer

  Date: 05/30/2023

   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. I feel more comfortable after discussing the deck with the contractor. They have removed the gate to rebuild it. Once the deck was completed I deleted the company number. Took me a while to determine who Lowes used as a contractor before I could contact them again. I did contact the builder and was told someone would be out. Didnt know when this would occur. This company does not do many cedar wood decks, as most people buy Trex or other long term materials. Being on disability this is all I could afford using a city financed loan to complete the project. I truly like the company and the people who did the work on the deck.  Even after their own admission of trying to fix the gate, problems stilled occurred. I have no doubt this company will keep its word and fix my issues. Would I use this company again? Yes, I would use this company again. Unfortunately a breakdown in communication had occurred, but this company is more then happy to work on any concerns with me.