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:03/01/2025

  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.

  The company did not complete the job the first two times they came out to install the patio at our house. Instead of calling to ask for payment, they sent my bill into a collection company. At that point, I called the company and told them that the job was incomplete and that was why they were not paid. They had to come out two more times to fix issues. Now, the gutters they put on the side of the house have come off and the company will not reply to multiple emails to come fix the gutters that they forgot to s**** in correctly, even though they are covered under warranty. The Covered Patio is a horrible business.

  

  Business Response

  Date: 03/11/2025

  Dear ****** *****, 

  
  We appreciate the opportunity to address your concerns regarding your patio installation. We want to clarify a few key points to ensure accuracy in the details of your experience with our company.
  First, we would like to confirm that your account was never sent to a collection agency. Our team follows a standard process of communicating with customers regarding payment, and we made multiple attempts to address any issues you encountered. Additionally, we understand that there were concerns regarding the completion of the project. Each time an issue was reported, we promptly scheduled service visits and performed the necessary repairs. Specifically, our team came out on November 14, 2024, December 10, 2024, and March 10, 2025, to assess and resolve all reported concerns. During these visits, all necessary corrections were made, including addressing the gutters.
  Regarding the gutters that you mentioned, we did return to properly reinstall them and ensure they were securely in place. Based on our last visit, all repairs were completed to industry standards. If there are any remaining concerns, we encourage you to reach out directly so we can discuss further. At The Covered Patio, we stand by the quality of our work and always aim to provide excellent service. Please let us know if you would like to schedule a follow-up inspection.
  

  Best regards,
  ****** *****, ************************start="1650" data-end="1653"> The Covered Patio**************
  

  

  Business Response

  Date: 03/11/2025

  Hello! 

  I just wanted to let you know that we just responded to the initial complaint. I wanted you to be aware that this email I just received was the first email. I did not get the original complaint that happened on 3/1/25. 

  If you have any other questions or concerns, please don't hesitate to reach out to me directly. Either by phone or email. 

  Sincerely,
  ***** *****, CFO 
  The Covered Patio 
  ************** 
  ********************************************************************* 

• Initial Complaint

  Date:11/21/2024

  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.

  I put down a deposit to have a porch built and we can't get any information about when it's going to get done we have called 4 times can't get answer or anyone to pick up the phone. This is ridiculous how companies take money and don't deliver on the job. I want my money back but can't get anyone on the phone. I was told 2 weeks now they are saying another 2 weeks till they make an appointment it's been over a month and nothing has be discussed with me. And I'm out of three thousand dollars

  

  Business Response

  Date: 12/23/2024

  This project was completed and paid in full.  The customer I spoke to today and they stated her husband left this when they couldnt get ahold of someone in our office. We take pride in protecting our integrity and taking care of our customers and the customer stated they will contact you all to remove this.   

  

  Business Response

  Date: 01/02/2025

  We have contacted the home owner of the complaint made. We have since completed the project. Customer is satisfied with the work completed and stated she would call to have this removed. As there was a slight communication error.

• Initial Complaint

  Date:04/13/2023

  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.

  The Covered Patio installed a concrete patio on 12/2021 for me. On 3/23 I noticed the concrete has developed holes within the concrete. These holes are 2 inches - 4 inches big. I can see dirt through the holes. The concrete itself is less than an inch thick in these areas. The Covered Patio states that this it out of their warranty period. This is not a warranty issue - they improperly poured concrete to meet the minimum thickness of 4 inches.

  

  Business Response

  Date: 05/22/2023

  After receiving your complaint, we have thoroughly investigated the matter and have identified a couple of different issues that *** have contributed to the development of holes in the concrete. We have reached out to you previously to discuss these issues and potential solutions.
  

  Based on our assessment, it appears that there *** have been an error in the concrete mixing process. We acknowledge that this is not a warranty issue but rather a concrete issue that did not meet the appropriate standards during installation.
  

  Please know that we are committed to rectifying this situation and ensuring your satisfaction. We would be more than happy to proceed with any of the different solutions that were presented to you in the beginning of May. Our aim is to resolve this problem promptly and to your utmost satisfaction.
  

  We apologize once again for any inconvenience this has caused and appreciate your patience. We value your business and remain dedicated to providing you with a high-quality product and service.

  
  Please do not hesitate to contact us at your earliest convenience so that we can discuss the next steps and finalize a resolution that meets your needs.

  
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.