ComplaintsforCustom Decks Inc

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Custom Decks build 2 decks, a patio, and an outdoor kitchen ($70,477.25). The project started ok but derailed after the owner? (******) had a family emergency. Of course, things happened and we understood. Scheduling became difficult and we had some trouble getting things done. Eventually, the job got done but I had reached out with a few issues. There was some rust spots on one of the decks which got taken care of immediately. A couple of the trades (concrete guys and the masons) caused damage to my yard which had never been addressed. ****** had even commented on how nice the grass was the first time he came out which makes this extra unfortunate. Lastly, when the outdoor kitchen was installed it was not built flush with the patio (see picture). I asked about this and ****** said that this was intentional. Initially, I thought this was strange but accepted his answer but the more research I did the less it made sense. On 10/28/2022, I reached out again through the app that they use requesting pictures of other outdoor kitchens that had been built this way as well as a resolution to the yard damage and have not heard anything back. I reached out again 4/16/2023 and got no response. I would like the outdoor kitchen moved to be flush with the potion if this was indeed a mistake and I would love my grass repaired/replaced ASAP.

  

  Business response

  05/19/2023

  ****** is not the owner of the company. At installation the customer said that the placement of the kitchen was fine. We are scheduled to come out on Monday May 22nd to move the kitchen a few inches so that it does not hang over the concrete. 

  Customer response

  06/02/2023

   
  Complaint: 19989808
  
  
  Hello, 
  
  Here is my response to their email and the resolution to this complaint;
  
  I apologize that I dont know who the owner is. I did initially indicate that I was ok with the placement of the kitchen but later that day emailed ****** and requested pictures of other kitchens that had been placed in this fashion because I suspected that this was actually a mistake. I did not EVER get a response to this e-mail or any correspondence regarding the grass that was damaged until the filing of this complaint. An email response (especially considering all the delays that we dealt with) would have been a very easy way to solve this problem. 
  
  Resolution;
  
  The kitchen has been moved and is sitting where it should be. They elected to deal with the damage to the grass but giving us a discount on the final invoice. I will accept this resolution but want to make it clear that this is very unfortunate. I will now repair the grass but will have to deal with this all summer when we could have just resolved this issue many months ago. I was very pleased with this project but will not recommend this company because of the way this was handled. The check is in the mail.
  
  *****
  
   

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