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:19/09/2022

  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 May of 2021 deck experts replaced my patio deck. Once completed there were some minor issues which addressed and asked to be resolved before final payment was issued. The company dealt with the minor issues and the deck was completed to our satisfaction. I’ve noticed some deficiencies over the last few months ( vinyl decking peeling away from cedar beams and stair risers cracking due to screws being inserted too close to the riser edge. I’ve sent numerous emails (which I have saved) and Darryl G**** has failed to address my concerns by providing me with a date to correct the deficiencies. My wife and I spend close to $20k on our deck and are disappointed by the follow up customer service which we have received. Based on the emails I get the impression that because the deck was completed a year ago that the company may be reluctant to follow up on repairing deficiencies. I ask that the BBB intervene and mediate this issue. The remedy which I am seeking is repairs to the noted deficiencies and an apology from the company.

  Business Response

  Date: 20/09/2022

  I have been communicating with this customer regarding two small issues. We were on site yesterday to resolve even though it is over the 1 year labour warranty. We will monitor the stair stringers this fall. Thx DE MNGT 

  Customer Answer

  Date: 20/09/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  I would expect the warranty for my deck to be longer that one year, especially since the deficiencies reported have all been related to workmanship. 
  
  
  You've asked me to monitor the risers and “report back” after the fall… to be direct, this advice is unreasonable. It’s more than likely that the cracks in the risers ( which clearly appear to have occurred from the carpenter drilling the screws in too close to the cut edge of the riser) will only continue to get worse as rain and colder temperatures continue. 
  
  
  Also, I have two young children and a pregnant wife who use the stairs daily. Leaving these risers in their current state to continue to deteriorate over the fall is a significant safety hazard for my family. We are a middle class family who worked very hard to invest in our home and it’s disappointing to see a part of our home which we invested so heavily on deteriorate on account of what appears to be inadequate workmanship. 
  
  
  I respectfully request that Deck Experts address this deficiency proactively, instead of allowing fall weather to further damage my already compromised staircase. 
  
  
  Once all stair risers have been adequately repaired I will effectively resolve my complaint with BBB.

  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 23/09/2022

  We will be replacing the one stair stringer with in two weeks . Darryl