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:04/09/2024

  Type:Order 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.

  I am submitting a complaint against Serrano Master Deck, LLC regarding their conduct in a construction project at my property. The contractor, ********************************* proceeded with work without my acknowledgment or authorization, resulting in an unjustified $1400 fee. Despite multiple attempts to resolve the matter amicably, Mr. ********************** has threatened legal action to recover this fee, which was neither agreed upon nor included in the terms of our contract. Additionally, Mr. ********************** failed to provide a breakdown of costs or justification for the fee. This conduct constitutes a breach of contract and violates ethical business practices. I seek assistance in resolving this dispute and ensuring fair treatment as a consumer.Details:-The Construction Contract Agreement between ***************************** and Serrano Master Deck, LLC was dated March 25, 2024, for a project at my property.-Mr. ********************** proceeded with work without obtaining my acknowledgment or authorization, including a $1400 fee that was not justified or agreed upon.-Despite providing evidence, including a receipt confirming payment of only $77.87 for the permit fee and confirmation from the Montgomery County Permit Technician regarding the voiding of the permit associated with the project, Mr. ********************** insists on enforcing the unjustified fee.Mr. **********************'s threat of legal action to recover the $1400 fee constitutes harassment and demonstrates a lack of ethical business practices.-I seek resolution through the Better Business Bureau to address this dispute and prevent further unjust treatment.Resolution:I request the Better Business Bureau to intervene and facilitate resolution by:-Investigating the contractor's conduct and verifying the validity of the $1400 fee.-Requiring Serrano Master Deck, LLC to provide justification and breakdown of costs for the fee.-Ensuring fair treatment and adherence to ethical business practices in resolving this dispute.Thank you for your attention to this matter.

  Business Response

  Date: 07/23/2024

  ---------- Forwarded message ---------
  From: SERRANO MASTER DECK <********************>
  Date: Monday, July 22, 2024 at 9:03:02 PM UTC-4
  Subject: Subject: Response to BBB Inquiry and Customer Complaint, Complaint ID #: ********
  To: [email protected] <************************************>, Serrano master deck <**********************************************************>
  

  
  
  

  Dear BBB's Dispute Resolution Team,
  

  Thank you for your recent correspondence and the opportunity to address the concerns raised by ********************************* regarding her experience with Serrano Master Deck, LLC. We appreciate the BBB's role in facilitating resolutions and maintaining fair business practices.

  We apologize for the delayed response to this matter. It has come to our attention that ************************ complaint was submitted to the BBB after an extended period. This delay was largely due to an oversight in communication channels. The address ******************** provided in her complaint differs from both our business's registered address with the BBB and the written contract's address at my home. Unfortunately, this discrepancy meant that we did not receive correspondence regarding her complaint until now.

  To provide context, our initial engagement with ******************** was rooted in goodwill. At her request and due to familial circumstances, we agreed to undertake the planning and permitting portion of the project without charge, understanding her financial constraints and the personal dynamics involved.

  Despite this understanding, complexities arose during the project execution. ******************** expressed urgency and repeatedly sought expedited progress, even before all project elements were finalized. She also requested additional work beyond the original scope, namely extending the patio, which was proposed after our initial submission deadline.

  Upon presenting the additional costs associated with the patio extension, ******************** expressed dissatisfaction and subsequently chose to cancel the project. The $1400 fee referenced in ************************ complaint reflects our standard charge for preparing project plans and obtaining permits, which are customary practices for all our clients. This fee was requested because, despite our initial offer to undertake these tasks at no cost, ******************** opted to terminate the contract. We intended to compensate for the time and effort expended in preparing the necessary documentation.

  It's regrettable that clear communication channels became strained during this process. Due to the escalating nature of interactions, we made the decision to streamline communication by discontinuing text correspondence and erasing past messages shortly after the final conversation.

  At Serrano Master Deck, LLC, we prioritize transparency and fair dealings with all our clients. Our focus remains on delivering quality service and upholding professional standards, rather than engaging in disputes over monetary matters.

  It's important to clarify that we have not pursued legal action against ******************** nor have we engaged in any retaliatory measures. Since the incident, we have maintained our commitment to business as usual, striving to serve our clients to the best of our abilities.

  We appreciate the BBB's involvement and stand ready to cooperate fully in the resolution process. Please let us know how we can further assist in facilitating a fair resolution to this matter.

  We want to emphasize that we have no intention of pursuing legal action against ********************. We view this matter as resolved and have ceased all communication with ******************** since the incident occurred. Our priority now is moving forward in a positive direction, focusing on our business operations and client satisfaction.

  Should you require any additional information or clarification, please do not hesitate to contact me directly at ********************

  Thank you once again for your attention to this matter.

  Sincerely,

  Oscar Serrano
  Owner of Serrano Master Deck LLC