Complaints

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• Initial Complaint

  Date:04/06/2025

  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.

   
  
  Complaint: 23167619
  
  
  
  I am rejecting this response:

  While I appreciate Sidney McLaurin’s attempt to provide context, his statement includes numerous inaccuracies, omissions, and misrepresentations that must be corrected.
  First, Sidney claims he decided not to bid on the project initially due to it being a swim spa rather than a hot tub. This is completely false—he never declined the bid. In fact, I provided him with the exact dimensions of the swim spa during our very first phone call, which he acknowledged and moved forward with. There were no “urgent calls” from me pressuring him to meet—I was meeting with multiple contractors and weighing my options. His narrative is simply untrue and misrepresents how our professional relationship began.
  Sidney also references an “engineering report” that I allegedly failed to provide. This is a complete fabrication—I was never asked for an engineering report, nor was one discussed at any point during the project. I don’t even know what report he’s referring to.
  Regarding the retaining walls, Sidney never said anything about not being able to build them due to access issues. In fact, he put up what can only be described as thin cloth-like materials around the sides of the spa and specifically stated that they would hold, and if they didn’t, he would come back and fix them. That assurance is the only reason I agreed to move forward with the job. Had he disclosed that the structure wouldn’t be secure or wouldn’t last, I would have never hired him.
  Now, less than a year later, those makeshift “walls” have completely collapsed, my deck is sinking, and my hot tub is partially buried and damaged. Sidney is now contradicting himself—in his written response, he says the issue was about “space,” and that's why the walls weren’t built. But in text messages, he told me it was a “budget issue.” He cannot have it both ways. He can also mysteriously fix it now. It must not be a space issue then. This inconsistency underscores the lack of transparency and integrity that I’ve experienced throughout this process.
  To be clear, Sidney raised the price after the work began, and I have text messages that show his acknowledgment of needing to get dumping fee’s.” He also admitted he would need to bring in someone else for proper retaining walls, and that he would follow up that evening after checking with his contacts—but he never followed up. This pattern of delays, vague excuses, and poor communication has been consistent.
  When I reached out in early 2025 about the warranty issues, Sidney stalled, took days to respond, avoided calls, and gave unclear answers. He says now that he never refused to help—yet he never returned or made concrete arrangements to fix the collapsing structure. This goes directly against the two-year workmanship warranty stated in the contract.
  The fact is simple: Sidney did a job that failed within a year, after explicitly guaranteeing that it would be solid and long-lasting. He has since refused to take accountability, and I’ve had to pay out of pocket to hire other professionals to fix his unsafe, substandard work.
  I have documentation, including photos and a full text message history, that supports every part of this rebuttal. Sidney’s response is riddled with contradictions, falsehoods, and attempts to shift blame to the homeowner. I filed this complaint not to attack him personally, but to protect other homeowners from going through the same experience I did.

  I am seeking reimbursement for the additional work I had to pay for the deck in the amount of $9,920.00.

  I am also requesting a copy of DeckTopia's business insurance which has never been provided to me.

  I have attached a copy of the Orignial Bid from DeckTopia, a copy of the Bid to fix the poor work provided by DeckTopia, and 2 more photos of the collapsed walls to prove Sid's subpar work. I have additional photos upon request. 

  
  
  Sincerely,
  
  
  
  Reuel Hunt

  ite the fact that multiple contractors had assessed the project, and ****** assured me his work would be *********, my deck is sinking and unsafe, and my hot tub has a minor crack. The hot tub company has a warranty but requires pictures of the concrete slab ****** pouredwhich I cant provide because the walls have caved in around the hot tub.Since ****** failed to honor his warranty, I had to hire another contractor to repair the unsafe work. He delayed responses, played games, and left me with a dangerous and unstable structure.Resolution Requested:I am seeking reimbursement for the cost of hiring another contractor to repair the unsafe, failed work ****** performed. I also request that ****** and DeckTopia be held accountable for their failure to honor their warranty and guarantee.I am filing this complaint to warn other potential customers about *********************** lack of professionalism, dishonesty, and refusal to take responsibility.

  Business Response

  Date: 04/08/2025

  I first met Reule Hunt in August 2023 after being called to his home at 2188 E 151st Ave Thornton Co. When meeting with Reule he stated that he wanted to have his current deck taken apart and saved for reuse after a hot tub was installed. This initial conversation prompted me to go to Aqua Spa's and get the demenitons for the hot tub unit. I believed we were installing a 7x7 hot tub unit. Mr. Hunt later informed me that it was a "swim spa" that he would be purchasing which is about three times the size of a hot tub. I decided not to bid on this project. After many urgent calls from Mr Hunt, I agreed to meet with him. We talked about the project again and at this point I asked if he had an Engineer report and was once again direct to Aqua Spa's.  I wrote another bid which Mr. Hunt agreed to. Upon the start date I received calls from Mr. Hunt as to when we would be starting the project because his Swim Spa was due to arrive at some date in September.  Now, due to the size of the spa, a 19.5 foot x 4 foot hole would need to be dug by hand because due to the size of the deck which need to be preserved for reuse, we had to dig by hand and take the dirt out by wheelbarrow. The amount to dirt that was removed and taken to the city dump quickly was costing more than was expected. We finished this task and was ready to pour the concrete. We were ready to begin doing the concrete work when I again asked for an Engineering report due to the soil type in his area. I was again directed to Aqua Spas. We decided to creat a 8 inch concrete slab that would have rebar. Mr Hunt and I had another meeting to discuss the concrete work.  We were pinned in the amount of space necessary for access to the mechanicals of the tub because of existing caissons for the deck structure.  If we installed a retaining wall of concrete, there would not be enougn room to give access to the mechanical area of the tub. I was directed not to build the walls. The spa is just too big for the area he has it in. The spa was fitted on the slab we created. The deck was reassembled, we colledcted and moved on. On Feburary 11, 2025 I received a text from Mr Hunt  that He was having warranty issues with the spa and that he needed me to come a have look at the deck.  I determined that retaining walls did infact need to be installed.  Being that concrete retaining walls needed to be built, I asked for a little time as I am currently dealing with Prostate Cancer. I asked Mr Hunt if he now had the budget for concrete retaining walls. He did not answer. I asked at least three times if he now had the budget for retaining walls. He never responded.

  I am a deck builder. We do concrete work as necessary to build decks. Though this project was not a stretch for us, I believe it was a success for what we had to work with. After several asttempts to reach Mr Hunt by text and phone my last interaction with his was on March 5, 2025. I never said I wouldn't remove the dirt that was on the slab, I couldn't this time do it in his time frame. I bent over backwards to accomodate a very demanding time table in 2023, and I just couldn't drop the project I was working on to accomodate this one. in 2025.  I was accused of playing games, which just isn't true. I believe this is an effort to get me to pay for his deck. It doesn't seem that I can upload pictures to this but I have plenty to show the progress of the project in 2023.  The project was completed as agree with Mr Hunts approval at all phases of the project. He paid us when we were done and was very happy with the project and that we did not tear his astro turf. He paid $2,000.00 to help cover dump fee's which surprised me. At no point did he say anything was wrong or didn't look right, he just pushed the time table. 

   

   

   

  Customer Answer

  Date: 04/20/2025

   I would like a full refund due to the fact that it cost me more to get his subpar work fixed after it collapsed per his warranty.

  Business Response

  Date: 04/29/2025

  When I went to Mr Hunts home and found a partially dismantled deck.  This can be substantiated by the pictures Mr Hunt posted on this forum the deck was taken apart.. I DID NOT TAKE THE DECK APART! Mr Hunt told me that he was having a dispute qwith Aqua Spas about cracks in his swim spa. As far aas the dirt goes, I tolld him that if he had the budget yet we would have to buld retaining walls to hold back the dirt. This was via text and he never responded until this forum. 

  As far as change orders go, I did make a change order when Mr Hunt changed the scope of the project  to a 19.5 x7 foot Swim Spa from  the quoted 7x7 concrete pad for a hot tub.

  The second, Mr Hunt volunteered $2,000.00 to cover dump fees.

  The warrenty should be voided because my company did not take the deck apart.

   

  Customer Answer

  Date: 05/03/2025

   
  
  Complaint: 23167619
  
  
  
  I am rejecting this response because: I am writing in direct response to Mr. Sidney McLaurin’s most recent submission to the BBB regarding the complaint I filed about the substandard and unsafe construction performed at my home.
  Mr. McLaurin claims that the deck was “partially dismantled” when he arrived, and he attempts to use this as justification for voiding his warranty. This is completely false. The only parts of the deck that were opened were the hatches that he himself built, which were accessed solely to take photographs of the collapsed "retaining walls" which were really just some kind of weaved plastic—walls that he installed and personally assured me would hold. I have photos that were taken before any portion of the deck was touched that clearly show the collapse. Later images further document how badly the area had deteriorated as it was being accessed by professionals I had to hire to correct his unsafe work.
  Mr. McLaurin also claims that I never responded to his inquiry about the budget for retaining walls. This is another misrepresentation. The truth is that I did respond, and I have saved text message records to prove it. In fact, he is on record stating that he chose not to build proper walls because of “budget,” which contradicts his latest assertion that it was a structural limitation. He has now provided three inconsistent and conflicting explanations for why the walls were not properly built:
  That walls weren’t needed.
  That I declined them due to budget.
  That there wasn’t room to build them.
  These contradictions severely undermine the credibility of his statement and demonstrate a clear attempt to avoid responsibility for work that was performed negligently.
  Furthermore, Mr. McLaurin has still failed to provide any insurance information, despite multiple requests. Given the scope of damage and danger caused by the collapse of his poorly constructed work, this is highly concerning. As a consumer, I believe I have the right to file a claim with his liability insurer, especially considering the original contract includes a two-year warranty which he is now attempting to void based on completely false claims.
  Lastly, he claims I voluntarily contributed $2,000 toward dump fees. This is misleading. I paid that amount because he grossly underestimated the costs of hauling dirt, and I was put in a position where I had little choice but to pay or have the project stall. This was not a generous gift—it was a forced expense due to poor planning on his part.
  To be clear:
  The makeshift retaining walls failed which caused the dirt to cave into the cavity that was necessary for maintenance on the hot tub. This also expose the pylons and started to sink the deck.
  I did not dismantle the deck in any way related to the failure.
  I have documented the collapse both before and during repairs.
  Mr. McLaurin’s work failed within a year, despite a two-year warranty.
  He has not taken responsibility, has not honored his warranty, and has failed to provide his insurance information.
  I respectfully request that this complaint concluded with a full refund and visible to protect other homeowners from experiencing what I did. I am happy to provide all photographic and written documentation, including time-stamped messages and photos, to support my claims.
  
  
  
  Sincerely,
  
  
  
  Reuel Hunt

  Business Response

  Date: 05/08/2025

  In Mr Hunts last submission of pictures, there is a white bucket filled with dirt under a joist. I did not leave that bucket there. I would say that bucket was used to move dirt around to stage the story he is telling. Again, I or my workers did not leave a bucket filled with dirt behind when we completed the deck. There is definitely something dishonest going on here. I would like to state one more time that I did not take the deck apart enabling Mr. Hunt to take his pictures he has used for this forum and therefore, the warranty is voided.

  Customer Answer

  Date: 05/11/2025

   
  
  Complaint: 23167619
  
  
  
  I am rejecting this response because: I am submitting this as my final response regarding Mr. McLaurin’s continued attempts to deflect from the facts of this complaint.
  Mr. McLaurin has now claimed that a bucket seen in one of the photos indicates the area was somehow “staged” to support my account. This is completely false and frankly, a distraction from the core issue—his retaining walls failed within a year, in violation of his stated two-year warranty.
  To clarify:
  Multiple sets of photographs were taken, including:
  Sometime after the collapse of Mr. McLaurin’s retaining walls,
  Before any part of the deck was disassembled, and I have those pictures!
  And later, during the repairs conducted by licensed contractors I hired to address the unsafe conditions caused by his failed work.
  The only parts of the deck that were opened at the time the first set of photos, before I had the deck fixed, were taken were access hatches that Mr. McLaurin himself built—these were necessary for hot tub maintenance and had nothing to do with the structural failure of the walls. Also, all Mr. McLarin's claims are moot because the problem is the failed retaining walls not the deck!
  I have multiple witnesses, including the contractors who repaired the damage, who can verify that the collapse occurred before any portion of the deck was removed or touched in any way.
  I also have text message documentation that shows Mr. McLaurin acknowledging his responsibility and deflecting by citing “budget” limitations rather than honoring the warranty he provided.
  Mr. McLaurin’s work failed. That is the core issue. His repeated, irrelevant statements about a dirt bucket, his unfounded accusation of staging, and his baseless attempt to void a legitimate warranty are simply tactics to avoid accountability.
  At this point, I have provided photographic evidence, credible witnesses, and written documentation that confirm the facts. Mr. McLaurin’s responses add nothing new and are simply reiterating the same disproven claims.
  I respectfully request that the BBB move this complaint toward resolution. The situation is clear: a job was performed, the work failed within the warranty period, and the responsible party refuses to make it right.
  Sincerely,
  
  
  
  Sincerely,
  
  
  
  Reuel Hunt

  Business Response

  Date: 05/24/2025

  If this is necessary, I would be willing to participate. However, at the current time, I am receiving treatment for cancer. Can we schedule this out for about 90 days. The stress of all this is not good for me right now.

  Customer Answer

  Date: 05/24/2025

   
  
  Complaint: 23167619
  
  
  
  I am rejecting this response because: I appreciate that Mr. McLaurin is facing health challenges, and I wish him the best in his recovery. However, I must respectfully reject his request to delay this complaint for another 90 days. This matter has already dragged on for far too long, and his current request only serves to prolong a process that should have been resolved months ago.
  Mr. McLaurin personally visited the site with his workers and viewed the damage while the deck was still fully intact, except for the access hatches he had constructed himself. He saw with his own eyes that the retaining walls he built had failed. His claim in this BBB thread that the deck was dismantled prior to the collapse is false and contradicts what he witnessed firsthand.
  Further, I have:
  Photos clearly showing the collapsed walls before any deck disassembly;
  Multiple witnesses, including licensed contractors who conducted the repairs, confirming the state of the site;
  And documented attempts to obtain his insurance information, which he has never provided despite multiple requests.
  It is unacceptable for Mr. McLaurin to lie publicly in this complaint process, then request more time while refusing to take accountability. I am no longer willing to entertain additional delays or falsehoods.
  I am formally requesting the following resolution:
  A full refund for the failed work;
  Immediate disclosure of Mr. McLaurin’s insurance provider and policy information;
  Closure of this complaint with acknowledgment that the contractor’s work failed within the stated warranty period and that he refused to honor the warranty.
  I respectfully ask the Better Business Bureau to bring this case to resolution.
  
  
  
  Sincerely,
  
  
  
  Reuel Hunt

  Business Response

  Date: 05/31/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID .23167619, , and find that arbitration is necessary.

  
  

  Sincerely,

  
  Sidney McLaurin
  DeckTopia LLC
  
  DeckTopia LLC