Complaints

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• Initial Complaint

  Date:07/10/2025

  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.

  In September 2023, I contacted Deck Experts about re-doing the vinyl decking on my patio, which included replacing some plywood. I signed a Statement of Work (SOW) on September 19, 2023 and they began work on October 3, 2023 and completed it per what was agreed upon in the REMOVED. I paid $8,169. In August 2025, I noticed a soft spot in the vinyl on the deck. The soft spot is where they replaced the plywood. I contacted REMOVED, the owner of Deck Experts, on August 11, 2025 regarding this matter. On September 4, 2025 he replied, and indicated that "we have only replaced one sheet of plywood on the deck for Repairs so anything that you have would be because you did not replace all the plywood on the deck as recommended", there was "nothing I can do and we do not work in REMOVEDanymore". I replied, citing the scope of work, which said "Once the old vinyl decking has been removed, we can inspect and repair all plywood, I have aloud for 1 sheet". They used the one sheet that they had anticipated would be needed. At the time, the team also inspected the area and did not think the rest of the plywood needed to be replaced. The scope of work also said "We build the strongest long-lasting decks in the marketplace", yet the decking is clearly allowing for water ingress, otherwise there is no reason that there would be a soft spot anywhere, especially not somewhere where the plywood is brand new. The scope of work also says the deck cover has a 10 year warranty - but it is failing if water is getting in. Mr. REMOVEDindicated on Sept 4th that he would have his vinyl installer get in touch with me to come inspect the deck. After a week, I had not heard from the installer and followed up with Mr. REMOVEDon Sept 11. He indicated he would follow up with the vinyl installer. Since then, he has not replied to my follow up emails. He is not honouring the warranty for the cover or willing to speak on the phone - which I have suggested repeatedly - to resolve the issue.

  Business Response

  Date: 07/10/2025

  First we want to take responsibility for the delay on getting the deck to review. We have not worked in the REMOVEDarea for 1.5 years do to massive traffic/ travel time as we are based out of the REMOVEDvalley. 

  Direct reply:

  Deck inspection by Head vinyl installer at 11:56PM October 7, 2025. One of the homeowners was present for this inspection.
  
  The soft spot is 76 from the left side and 42from the front edge.
  
  The original plywood replacement was less than 42from the front edge of the deck, more like 24 so it is not from the original plywood repairs.
  
  The Vinyl seams are all tight and no water is getting in from the newer vinyl decking.
  
  The deck has zero ventilation and the space below the deck is heated and occupied.
  
  Possible: with no insulation or venting it may be possible that moisture is forming from the occupied heated space below.  Looks like the space was a carport originally and then was framed in. At no time did we ever enter the below area when doing the original deck project nor do know what is under the deck for occupied space/ framings/ insulation/ water pipers/ heating or electrical.
  
  At this time, we see no warranty issues from our original work. 

   

  Respectfully. 

   

   

  Customer Answer

  Date: 14/10/2025

   
  Complaint: 23980942
  
  I am rejecting this response because:

  I have had three separate deck contractors visit the deck in the past week. The assessment from all three is that the fence posts that were mounted as part of the deck cover installation were improperly installed and were not appropriately sealed, which is the reason for the water ingress in the plywood below the deck cover.

  I note that I had asked about this via email prior to the installation (see attached email response):

  Me: "Will the fasteners/posts for the fence affect the 10 year warranty for the deck cover?"
  Mr. REMOVED: "No , will also use new fasteners with rubber washer heads and silicon on the bottom"

  Mr. REMOVEDindicated in a previous message that he no longer works in REMOVED. As such, I would like to request financial compensation for the work that I will now have to do as a result of the improper and negligent re-installation of these fence posts when completing the deck cover work.

  Sincerely,
  
  Aazadeh Madani

  Business Response

  Date: 14/10/2025

  There are no fence posts on the deck, they are railings posts and are installed as per SOW.  The railing posts are on the outside of the deck where the water slopes to. How would water slope back. The exterior old walls below are also mixed with concrete blocks/ wood and not sure about footings.   

  My 1st response had some valuable information on possible causes. I assume you have looked into those possibilities. 

  Please do send me a copy of each report with qualifications attached. 

  Thank you. 

   

  Customer Answer

  Date: 17/10/2025

   
  Complaint: 23980942
  
  I am rejecting this response because:

  Apologies for the delayed response, this is my first week back at work after medical leave. 

  I believe Mr. REMOVEDis in error with his response. The posts are on top of the deck, they are not side mounted (see attached photo). As a result, if they are not properly sealed, water ingress can occur. 

  I do not have "reports" from the deck contractors that came to view the issue. Each gave me their assessment of the issue verbally.

  Mr. REMOVEDprevious assessments are also in error. The space below is unheated and does not have piping. It was not previously a carport, it has been a garage since it was built. 

  Sincerely,
  
  Aazadeh Madani

  Business Response

  Date: 20/10/2025

  I reject this reply. Ready your SOW details.  

  This is not from railing posts that you wanted to keep and not change out. 

  Customer Answer

  Date: 23/10/2025

   
  Complaint: 23980942
  
  I am rejecting this response because:

  With all due respect, it is impossible to definitively state that it is not due to the railings without coming to inspect. As previously stated, three different professionals have viewed the deck and assessed that the improper installations of the railings is at least an aggravating, if not the only, factor in the water ingress. I request that Mr. REMOVEDattend the site to inspect the work of his team. If he comes in person and sees the issue, I believe he will come to the same conclusion as the other professionals as one of the railings has significant movement and the professionals indicate that the screws used to secure the posts appear to be the incorrect size, which would lead to water ingress.

  
  Sincerely,
  
  Aazadeh Madani

  Business Response

  Date: 04/11/2025

  We had one of our SR REMOVEDgo to sit and did meet with one of the owners to clarify the location.  To clarify, we did RE install the Original railings with new fasteners which are proper and not like what they had before. This is old railings  system not provided by us. The soft spot is away from railing mounts and from the areas repaired as per pictures viewed by both us and the owners. 

  Customer Answer

  Date: 12/11/2025

   
  Complaint: 23980942
  
  I am rejecting this response because:

  I'm not sure the best way to proceed here. I understand that the issue is not with the vinyl installation. I am aware that the railings were previously there and were re-installed. As previously mentioned, I've had multiple contractors suggest that when the railings were re-installed by Mr. REMOVEDteam (which was in the SOW), that it was done improperly and is causing some water ingress, which is contributing to the soft spot. I appreciate that he disagrees - all I'm asking is that Mr. REMOVEDcome here and see the work that was done in person and THEN tell me that it's not from the way the railings were installed because I believe he would not be able to do so. All I've asked from the outset when I first contacted him in August was for him to come here. The vinyl installer checked the seams of the vinyl but did not inspect the railings and thus could not comment on whether this was an issue. 

  
  Sincerely,
  
  Aazadeh Madani

  Business Response

  Date: 19/11/2025

  Again my head installer was on site and sent me pictures and videos for me to review including the railings/ privacy walls.  

  Customer Answer

  Date: 27/11/2025

   
  Complaint: 23980942
  
  I am rejecting this response because:

  Yesterday, I had a contractor come to my garage and remove the part of the ceiling nearest to the area where the soft area on the deck is. After removing the insulation and inspecting the area directly below the decking, the contractor concluded that the reason for the soft spot is solely due to the water ingress coming from the improper installation of the fence posts by Deck Experts after the deck cover was applied. This was my suspicion all along but has now been substantiated by a direct observation of the area. The deck cover itself is fine, but the re-installation of the fence posts by the team - as outlined in the SOW - is the reason for the water ingress. I now have to have the entire deck stripped and re-done again, which will come at a significant cost to me. The issue is not ventilation or anything else suggested by REMOVEDis it a direct result of the poor installation of the fence posts by the Deck Experts team. 

  Mr. REMOVEDindicated that his company no longer works in REMOVED. I also believe that the relationship here has been irrevocably harmed, so even if they did work in REMOVEDstill, I would not want this company to perform any further work on my house. 

  I am requesting that Mr. REMOVEDprovide a 50% refund to me, which I believe is fair given that we were only able to have <2 years worth of enjoyment of our deck before critical issues arose that were the direct result of his team's work. If he is not amenable to at least a partial refund, I will be forced to pursue legal action to recoup some of the costs associated with having the re-do the deck entirely. 

  Sincerely,
  
  Aazadeh Madani

  Business Response

  Date: 28/11/2025

  i reject this 100%.  forward  all photos/ videos of the entire process.  credentials of the contractor and their report.  copy of the invoice with details.  lastly how did any water get from an outside post and which post?   note that deck slopes slightly to the outside edge.  

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 23980942
  
  I am rejecting this response because:

  I am more than happy to provide all this information after the work is complete provided that it will make a difference to Mr. REMOVEDin terms of accepting responsibility for the issue and providing a refund. 

  Mr. REMOVEDis correct that the deck slopes down. I have sent photos of which fence post in previous messages, I've re-attached here yet again. As I've indicated repeatedly in my previous messages, the fence post was improperly installed and thus, as water flows down the deck, it is getting trapped under the improperly installed post. 
  
  Sincerely,
  
  Aazadeh Madani