Complaints

This profile includes complaints for Archadeck of Chicagoland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Archadeck of Chicagoland

  395 W Northwest Hwy Palatine, IL 60067-8650

  
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  Archadeck of Chicagoland

  1320 N Route 59 128 Naperville, IL 60563-4290

  

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:05/09/2025

  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.

  We had a deck completed in October of 2024.The company confirm some of it is normal, but he also confirmed that some boards are excessively damaged/the finishing touches are not up to standard. We talked through trex vs. wood, and the benefits and downsides of each. It's really important to note, at the point of sale, we were not advised of some of the most important aspects of a wood deck and it's care- ****** was physically on our property and knew there was no shade, and nothing was said about this - the sun beats down on the deck constantly, leading to more cracks, splinters and warping, but yet, we were reassured over and over of the durability of the wood deck, even given our property. We were told that if the deck was completed in October/November, waiting until spring to sand and stain would be perfectly fine, when in reality, we really needed to stain IMMEDIATELY to prevent as much damage to the wood as possible. I'm really disappointed to say, the sales side is more concerned with making a sale than setting expectations, and being transparent. As someone who knows nothing about decking, I was trusting the sales team to guide us based on our expectations/price point. If the two did not align, I would have hoped for explanations and honesty. If it meant we needed to save for another year to do Trex to match our expectations, I fully expected the transparency for this, especially noting we are a neighbor of one of your managers, which is why we ended up there in the first place. Expecting clients to read the "What to Expect" letter and understand the EXTENT of damage that will take place to the wood decking, after 6 months, is like handing a client a faded photo and expecting them to grasp the full story behind it, or giving them an old map and expecting them to navigate a city that's completely changed. I'm telling you, if this deck was on your property, you would be astounded, disappointed, felt misled, irritated, and felt dismissed by your concerns.

  

  Business Response

  Date: 05/12/2025

  To whom it may concern,

  We quickly responded to the clientsconcerns, which were received Thursday the 8th after hours. We had a team member on site Friday the 9th in the morning. Our team member made a few adjustments but also explained that wood will have spits and cracks as well as some movement.  This is a wood deck, which was purchased by the client, see attached ************* We explain that wood requires maintenance but also that there will be shrinking and expansion that will lead to cracks and splits. This is reinforced in our What to Expect Letter, also attached. This letter is provided to the client shortly after the project is contracted and generally 6-8 weeks before construction.

  When we design projects we focus on the clients priorities, including budget. In this case wood was what the client chose to work with based upon these factors.The client is now complaining that we did not push them to purchase low maintenance.Of course, we would have been more so happy to sell a low maintenance products as it would have been significantly more expensive. However, we do not try to upsell people into more expensive products. As our history of being complaint free with the BBB as well as ****** reviews reflects, we always keep our clients best interest in mind.

  We build several hundred projects every year and a high percentage of these projects are wood decks. We have communicated the pros and cons of wood vs low maintenance with customers in a similar manner for over 20 years. We do apologize that the client feels these practices were not adequate for their needs, but our efforts have been extremely effective with our previous clients. Again, this is reflected in our reputation and in our happy clients.

   

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23308773
  
  I am rejecting this response because:

  The owner was on our property, and knew there was no shade, and knew how much damage the sun causes the wood, yet we were continually re-assured of our purchase. After the fact, the technician that assisted in repairing some items told me that we should have been made aware of the sunlight factor on our decks wear and tear. 

  We are being told contradicting things on the staining of the deck - at point of sale, we were told to wait 6-12 months, and when the company came to repair last week (6 months after install), we were told it should have been stained immediately, and we should not have waited 6 months (to prevent as much damage as possible). 

  The wood that the company chose is sub-par, and the installation was done wrong, creating cupping and pealing of all boards, only 6 months post-installation. 

  Their responses have been quick, however, this is not my issue. My issue is the product we were sold.

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

  

  Business Response

  Date: 05/12/2025

  To whom it may concern,

  
  I just confirmed with our Construction Supervisor when he met with the client on Friday he replaced all the boards that she was concerned about and told him that would satisfy her issues.   

  
  We are not a staining company. We share what staining companies have told us repeatedly,which is to wait 6-12 months to stain the deck. The key here is that we are not staining professionals.  Regardless, we did extra work and replaced all the boards that were a concern.
  The client told us if we replaced these boards, she would be happy. I am not sure what more we can reasonably do for this homeowner. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23308773
  
  I am rejecting this response because:

  I am happy to show anyone who wants to check out the decking, what is really the concern. *****, the man who completed the most extensive issues, told me that even if he replaced the boards, it would continue to happen, thus not ACTUALLY solving the issue.  

  The only way to satisfy this is to refund us money that we paid for the decking. 

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