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Complaint Details
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Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
9-8-2014 Deck Helmet made a contract with ** to coat our deck. The job was done. The warranty stated that it was good for 10-years. January 5 2023 I received an email from the Warranty Team stating that they would email me with the outcome of my request (pictures and request for more stain due to the coating coming off in some areas). Since then I haven't heard anything from Deck Helmet. I started calling again 4-17 (******* tried to get the Warranty Team to answer, but the phone would not allow them to respond), 4-18-2023 ***** (same thing - their phone wouldn't respond). Both ******* and ***** emailed the team to call me. ******* was told they would respond shortly to me. Never received a call. I can't use the leftover bucket of stain, since it is dried out. I can't get anyone to come look at the deck and fix according to the contract or even tell me how to get the stain, so I can redo it myself. Very poor way to do business and I don't know where to turn before the whole deck needs redone.Business response
05/08/2023
Your 2 year labor / workmanship warranty located on the bottom of your contract has expired.
A warranty claim must be submitted directly to manufacture with ****** customer support.
You will need to open a warranty claim with Behr customer service where upon approval will either furnish an equivalent amount of new product or refund the original purchase price of this product to you. You can contact their customer service team at ************** ext.*,Initial Complaint
10/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Deck Helmet replaced our deck Jan 8 2022 at the cost of $11,607.00 and boards are warping and work was not properly performed up to county code. When work was done we were told the supports did not need need replaced and a permit was not filed. Deck Helmet told us that a permit was not needed since it was "grand-fathered in". I have been trying to get them to resolve this since June 10, 2022 when I requested a warranty claim. Today 10-4, I finally received an email back saying 1 item would be covered but I would need to pay an additional $1450 for the rest of the work to be replaced. I am having an awning replaced and the new company pulled a permit & the county failed the work that was done by Deck Helmut. I now have a work stoppage order until the deck is replaced properly. Deck Helmut did not do work according to code and did a poor job doing minimum repair hoping we, the consumer would not know they did not perform the work according to code. As a contracting professional company they should be responsible to complete a job properly and to have a service dept available to to respond in a timely matter. I want the work to be done correctly to county code and to have Deck Helmut accept responsibility.Business response
10/12/2022
We have fixed the issues yesterdayInitial Complaint
05/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have scheduled an initial appointment twice to have someone come giving us an estimate. Both times we confirmed the appointment and a their employee did not show up to our house. We were not notified that the appointment was cancelled. When I called customer service to let them know about about the missed appointments I was told by the customer service representative that he thought we should just do the job ourselves by going to *********** He told us that they are not interested in smaller jobs right now so if we would spend more money that we could be seen sooner.Business response
05/23/2022
Please schedule online at deckhelmet.comInitial Complaint
07/05/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On the beginning of this years my husband he is a 76 years old, call deck helmet to get a quote of a back ******, the sales person basically rushed hiim to a sale and sign a contract and ask for his credit card information; , and start to deducted money from his credit card without do any job, the amount is $3,500.00 dollars, I call the bank and make a stop payment, deck helmet NEVER did any job in my property, and when we call for a refund of the money, they said is a signed contract and DO NOT WANT TO REFUND THE MONEY ! and customer service of ******************** is horrible, and never get any phone calls back We are a family on social security pension, my wife have a part time and we have a child to raise and is unfair the a big company doesnt return the money, phone calls !!!Business response
07/07/2021
We have already cancelled the job and the customer disputed the charges, and they have been taken from the Deck Helmet bank account. The customer will need to contact her credit card company because once the dispute was started by the customer the funds are taken from are account.Business response
07/29/2021
Please send them my contact info ********************* ********************************************** ************Customer response
08/03/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************
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Customer Complaints Summary
10 total complaints in the last 3 years.
7 complaints closed in the last 12 months.