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Business Profile

Patio Enclosures

Citywide Sundecks and Railings

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Patio Enclosures.

Complaints

This profile includes complaints for Citywide Sundecks and Railings's headquarters and its corporate-owned locations. To view all corporate locations, see

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Citywide Sundecks and Railings has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:19/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Citywide Sundecks and Railings was contracted to build a replacement deck on my house in ***************. Services were arranged on August 20, 2024. The quote included preparing the drawings, completing the construction and managing and ensuring the completion of the city inspections. The work was approved and proceeded through the fall and was completed in December. So far we have paid $71,000 for the deck, excavation and required concrete work. The final stage was for Citywide to arrange the final inspection. The last email I received from *******************, the manager of the company, was on December 12, stating that he would arrange the final inspection. The final inspection was not done. I have followed up with Citywide several times by phone, text and email, and they have not responded at all.In February I contacted the City of *************** to complete the final inspection myself. They informed me several documents required in the inspection process were not provided by Citywide, including the Forms inspection, the Non-Encroachment report, the Retaining Walls, Framing inspection and Final inspection. In February I contacted the Engineer of ****** ******************** who informed me that Citywide has not paid their bills so they would not release our engineering reports.To get a building permit the City of *************** takes a deposit, in this case over $5000 dollars, paid by me, the homeowner. The city holds onto that money until the final inspection is complete. This means Citywides actions are costing me personally more than $5000.00, and I have an uninspected deck. Citywide is preventing me from closing out the building permit, preventing me from getting my City deposit back ($5,000) and will ultimately lead to the property being devalued.After reading the other entries on this website, similar concerns seem to have occurred before. I am asking for Citywide to honour the work they have done already and complete the inspection process.

    • Initial Complaint

      Date:13/03/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Transaction took place between September 2023 and January 13,2024. Entered into an agreement with Citywide Sundecks and Railings to replace my existing deck, railings and 2 sets of stairs. My dispute is that the company left the job site without completing the job, did not install joist wraps to protect the frame joists as promised, did not build the runs on the stairs properly and did not remove and dispose of the 6 glass panels from the old railing and did not clean up the job site. I have paid for the labour to install the fascia boards and to construct an entrance under the deck through the lattice work and that work has not been done. The company has made no remedy to resolve the dispute. I am seeking a refund of $1000.00. I am planning to take my dispute to the Civil ****************************** should I not receive a refund.

    • Initial Complaint

      Date:24/01/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      CityWide Sundecks and Railings (specifically ***********************, Managing Director) is ignoring our clear, polite communications requesting warranty repair to our sundeck. CityWide built our sundeck in July 2019 and provided us with a 5 Year Warranty (in writing) at the time, so this warranty-repair request is valid. At question is a full-length deck board close to the top of the deck stairs that is popping up and tilting along its entire length, creating unsteady footing for users near the top of the steps. It is thus a safety issue. This problem occurred on its own, without us abusing the deck in any manner or placing heavy items anywhere near the area. We noticed the problem developing over the summer of 2023 and contacted CityWide by email on Oct. 4th and Oct. 10th, 2023--both to CityWide's general email address and to ****************** own business email address. On Jan. 10th, 2024 (3 months later without hearing any reply) we sent follow-up emails to both email addresses, left a voicemail message on ****************** business phone, and sent text messages to both CityWide's general phone number and to ****************** business phone. Once again we have yet to hear any reply. In all our communications we were polite, clear that we were requesting warranty-covered repairs, and we attached photos where we indicated exactly where the problem is. We also made it clear that the tilting board was a safety issue for our children and the grandparents.

      Business Response

      Date: 21/02/2024

      I have been in contact with client and am in the process of arranging a solution.

      The manufacturer's representative will be coming to site the week of February 26th.

      From there I can provide client options

      Customer Answer

      Date: 23/02/2024

       
      Complaint: 21190286

      This message is to acknowledge that CityWide Sundecks and Railings is working towards finding a solution to our warranty repair request, but that the solution has yet to materialize.  Once the deficiencies on our deck have been repaired free-of-charge under warranty, we will change the status of our file from "reject" to "accept."  The BBB should update their response options to allow a customer to neither accept nor reject the business' response, but to rather explain an "in limbo" situation such as ours.

      Sincerely,

      ***********************

    Citywide Sundecks and Railings is NOT a BBB Accredited Business.

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