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:03/13/2024

  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.

  I met with the owner of CFD on Jan 19, 2023 primarily concerning the installation of a gate replacement. The gate was to replace 2 4x4 posts with 2 6x6 posts. The installer installed 1 4x4 post and 1 6x6 post and both had gothic tops instead of flat tops per the contract. CFD installer completely disregarded the contract as written - much as an earlier contract with CFD in 2019. That contract was to seamlessly replace 3 sides of a split rail fence with a round rail with mesh in the backyard. The project manager left a 3' gap in the round rail. The fence installed is not seamless.So disregarding the gate contract was too much. I called CFD and asked for a meeting with the owner. The meeting with *** was lengthy. I came with pictures and notes concerning project managers and installers changing the intention of contracts. The owner listened, chatted, was cordial and agreed with all my concerns and complaints. He even said that the round rail was still under warranty and could be fixed. He had copies made of my notes and pictures that I brought to the meeting. The meeting ended with *** saying that he would have a manager come out when I was ready to proceed. I left a message with the receptionist the next day, to say that I was ready to proceed when it fit into CFD's schedule. I followed up about a week later leaving another message. I have accumulated a long list of attempts/dates to contact ***.Then on Dec 23, a man called from CFD saying that he had a note that I was needing some work. This was such a surprise! I eagerly replied. He said that he wasn't aware of a gate post and would have to get back to me - profusely saying that he promised to get back to me and that he would not let the ball drop again! since then....nothing...silence - again I started with calling and writing CFD.It did not occur to me to contact BBB especially after meeting with the president/owner. However, I want my post - and it's under warranty because it hasn't been installed yet!

  

  Business Response

  Date: 04/18/2024

  We are currently in the process of working with the claimant to amicably resolve this matter.

• Initial Complaint

  Date:11/16/2023

  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.

  Date of Transaction: 10/30/2023
  Amount of Money Paid: 10,718.00
  Business committed to provide:
  Install 194' of 4' high Aluminum fence. Install 2-4'x4' Single gates & one 5'x4' Gates All posts will be 30" deep in concrete.
  Dispute: Business installed fence with damage to 28 out of the 38 Panels. Also 21 posts used in the process are damaged as well. Business also charged fence to credit card before approval that fence was satisfactory.
  I have called business several times about the issue and still nothing is done, meanwhile I will have to start paying for the fence on credit card starting the 25th of November.
  Customer service and communication about what is going on with the fence is not existent and I have to keep following up with the business.
  First call business came and looked at fence and said it couldn’t be fixed until weather was warmer. Business had a week of warm weather to get the repairs done and no one ever contacted me.
  Second call I was told someone would come out and fix the fence on 11/11. Workers came out, but said it was too cold to fix the fence and that there would probably end up being a lot of spots with all of the damage that would need to be fixed. Workers replaced two panels, but the rest of the damage remains. No additional follow up on what the next steps are have been provided.
  At this point based on the lack of customer service, the improper installation, and charging my account before approval I would like the fence removed with a full refund.

  

  Business Response

  Date: 12/21/2023

  We have come to an agreement with the claimant and are in the process of resolving.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/27/2023

  We have discussed the concerns with the claimant and have come to agreed on the actions that will satisfy the matter.  The agreed upon work is scheduled to proceed on 12/12/2023. 

• Initial Complaint

  Date:06/18/2023

  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.

  I strongly reject Chesterfield Fence and Deck's (CFD) position that they did not cause the water damage to my condo. The damaged was caused by sloppy and shoddy installation of the deck. CFD eventually grinded off the brick residue off my deck as requested (Issue 2).  However, it should be noted it took CFD nearly two years to resolve this minor issue. This repair only took a couple of minutes to fix. 

  The most serious issue was not resolved by CDF.  On July 3, 2023, **** from
  Chesterfield arrived to inspect the deck and admitted I had a significant water leak and stated ALL of the repairs were covered under
  their warranty. **** also said he would also send someone out to repair my dry
  wall and clean my carpet. 
  
  A Chesterfield repairman showed up,
  unannounced, on July 10, 2023.  When I spoke to him, he blamed the
  water problem on holes in the old siding, which was covered by the
  new siding. 
  
  The next day, I received an email
  from my management company indicating that CFD was no longer accepting any responsibility
  and reported the problem was caused by the old
  siding. Consequently, the manager said he would contact a contractor to provide
  the estimate for the repairs. 
  
  On July 12, 2023, an independent contractor reported that the flashing in the corner of deck was "all chewed up" from water getting in behind the two
  corner boards when it rains.  There is no other explanation for the
  damaged flashing in that corner.  (Please see picture no. 1).  The contractor explained that there was a one-half inch gap from the metal to the next
  flashing pan behind these boards. Water was entering the gap, traveling down
  the wall, and then entering my condo. This can only be repaired by removing the
  two corner boards on deck, placing flashing over the gap, and properly
  installing new flashing.  It should also be pointed out that water pools in the corner of the deck where the flashing has a gap. The deck was likely not leveled properly as well. 
  
  The independent contractor also reported that the ice and water shield backing was not peeled off which
  meant the membrane could not adhere to the deck/flashing.  (Please see picture
  no. 2) I also made videos if a visual of this is needed. An inspection revealed
  this water shield was not peeled and sealed on the ENTIRE deck. It was just cut
  and placed there, which does absolutely nothing to prevent water damage. 
  Consequently, it was the independent contractor's opinion that I likely have additional water damage
  in other areas of my condo beneath the deck.  
  
  The independent contractor stated that whatever repairs he could perform would not fix the water
  problem.  He also made it very clear that the old damaged siding had
  absolutely nothing to do with my water leak as CFD claimed.  

  Since **** from CFD inspected the deck, I also noticed very large splits in the cedar support columns, which also need to be repaired.  I plan to file additional complaints if CFD does not resolve these issues to my satisfaction.  CFD refuses to honor their five year workmanship warranty and will not accept responsibility for the extremely poor workmanship.  

  vestment. Chesterfield Fence and Deck was notified of the problem and was also provided several pictures of the damage. They repeatedly said they would inspect the damage but have refused to do anything to date. The company has not completed the necessary repairs to prevent more damage to my unit.
  
  The company was paid a significant amount of money for this project but performed shoddy work and will not resolve these workmanship issues.

  

  Business Response

  Date: 07/21/2023

  We responded directly to the claimant and remedied the concern of the concrete.  The leak is not our responsibility (system would not allow us to upload images) and have photos evidencing such.  

  Customer Answer

  Date: 07/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because on July 3, 2023, **** from CFD inspected the deck, admitted they were responsible for the water damage and said they would pay for all repairs under their warranty.  One week later, CFD blamed the water damage on old siding, which was covered by new siding on the building. Consequently, the property manager sent out an independent contractor to provide an estimate for the repairs. 

  On July 12, 2023, the independent contractor reported that the flashing in the corner was "all chewed up" from water getting in behind the two corner boards when it rains. There is no other explanation for the damaged flashing in that corner.  I provided a photo of the damaged flashing on my earlier response this same date. The contractor explained that there was a half inch gap from the metal to the next flashing plan behind these boards. Water was entering the gap, traveling down the wall, and then entering my condo.  I spoke to the resident who owns the deck and she stated that when it rains, water pools in the corner with the gap in the flashing. It appears the deck was not leveled properly as well.  In addition, there are large cracks in the support columns that need to be repaired. 

  Also, the independent contractor reported that the ice and water shield was not peeled off which meant the membrane could not adhere to the deck/flashing.  Please see second photo provided earlier this same date. An inspection revealed this water shield was not peeled and sealed on the entire deck.  It was just cut and placed there, which does nothing to prevent water damage. Consequently, it was the contractor's opinion that I likely have additional water damage in other areas of my condo beneath the deck.  I am requesting this water shield be sealed on the entire deck.  I am also requesting that you make all of the necessary repairs immediately to prevent more water damage inside my condo.  I will be filing additional complaints if these repairs are not made quickly and to my satisfaction. Thank you for your assistance in this matter. 

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Tracy Leverenz

• Initial Complaint

  Date:04/11/2023

  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.

  Hello, Chesterfield reached out immediately and took ownership for the delay and other concerns I had and immediately took steps to rectify the situation.  They are presently in-process with installing the patio and addressed another issue that I had asked about and was previously dismissed.  Based on the turnaround, at this time, it appears that all will be well and that this problem, while significant, may be an anomaly and not representative of the company as a whole. I'm hesitant to say that the situation has been fully resolved until the entire patio install is complete, but we are definitively on our way to a positive outcome.

  

  Business Response

  Date: 04/25/2023

  We are in the process of resolving this matter with the claimant, ******* *****.

• Initial Complaint

  Date:02/26/2023

  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 have attached two documents in regards to the response from CFD stating that the job was complete in September of 2020.

  1. An email received from CFD on 12/30/22 stating that the job was not complete. 

  2. A payment demand letter from CFD dated 2/9/23 stating that the deck was complete on or about May 20, 2020, which conflicts with their response. 

  There was no mention of CFD standing behind the warranty for the faded handrails and lights, the holes left in my siding, electrical work being performed by a non-licensed person (with no inspection), or the shifting of a large retaining wall since the deck was built on top of a substantial amount of fill dirt. 

  I was only provided the one option for post wraps during the call in Sept 2020 from MG when she stated she would call me back with options. My phone records do not contain any calls from CFD after my Sept 2020 call from MG until 2022. I did not receive any options via mail or emails until 2022 either.

   

  

  Business Response

  Date: 04/03/2023

  The Deck project was in fact, completed per
  contract on or about September of 2020. We did in fact offer one of options
  that we have for post wraps and offered several other options subsequently, but
  the client did not agree to any options that we offered. Subsequently, after
  the project completion, Laura informed us that she contracted with another
  company to install post wraps. While we offered to credit the value ($720.00)
  of the post wraps that she ordered, we will not pay for the post wraps that she
  ordered from another company, as we are under no obligation to do so. In an
  effort to resolve this matter amicably, we do agree to waive all finance
  charges, plus $720.00 if the balance is paid in full no later than April 30,
  2023.  

  

  Business Response

  Date: 04/25/2023

  This is the first of
  anyone in our office has heard anything about lights or railing fading,
  etc.  Henceforth, these are warranty issues and if validated, we
  absolutely will honor all valid warranties, without question. 
  Unfortunately, the claimant never paid her balance in full and thus, we have
  yet to activate the applicable warranties.  The fact is, we have made
  countless attempts to resolve this matter, which until now centered around the
  balance owed, not incomplete work or a warranty claim.  Laura, from the
  completion of the project to present, has refused to pay the balance, solely
  due to her requesting us deviate from a change that a code enforcement official
  required as part of the construction of her deck.  We, nor our any
  affiliated agent of our organization is permitted to deviate from what a code
  inspector or plan reviewer requires as part of or in addition to the design or
  construction of a deck, or any structure.  Our previous offer to the claimant in our previous correspondence is still valid until the end of the month.

  Customer Answer

  Date: 05/08/2023

  I have never refused to pay. To the contrary, I am actually
  offering to pay a partial amount for a job that CFD never completed. As the BBB
  complaint outlines, I requested a billing adjustment not bill forgiveness. See
  original complaint and my 4/11/23 response with supporting documentation for
  full information.

  
  The job was never finished by CFD as demonstrated in the emails and
  letter received from them. Attached 4/11/23. I also have two voicemails from DJ
  in Dec 2022 stating the project was not complete. I had verbal conversations
  with DJ and SD 1/3/23 who both acknowledge the job was not complete. December
  2022 is the first I heard from CFD since my call with MG in September 2020. The
  December 2022 communications were for the sole purpose of requesting payment.  

  
  I was provided a single option during a call with MG in September 2020.
  I told her that the option was not what I originally agreed to, and would look
  terrible. MG told me that she would discuss the matter with her associates and call
  back with other options for completion. At no point during our discussion did I
  request, or even suggest that any codes be broken nor did MG. I never received any
  other communication regarding completion options.

  
   The faded railing and
  lights were discussed on the phone with DJ and SD 1/3/23. I sent SD and DH an
  email on 1/3/23 following out conversation. The email in included photos of the
  fading. DJ & SD responded regarding the fading via email as well. Emails
  attached. 

  
  There is still no mention of the holes left in
  my siding, electrical work being done by a non-licensed electrician (not
  allowed per code), and what was completed on the project being built on top of
  a fill dirt behind a large retaining wall (possible code violation) that has
  been shifting since 2021.

  
  I have
  made a more than reasonable offer for a job that was never completed provided a
  written waiver and warranty for what was completed is provided. 

  

  Business Response

  Date: 06/09/2023

  It is highly convenient for the claimant to claim repairs are needed only after requesting payment for her deck that was completed quite some time ago.  The only request she had and the only reason until recently for non-payment, was her demand that we remove 'crows feet' supports that were required by the governing code authorities to pass the deck for construction and final inspection.  We have a long standing policy that we do not alter the plans or project details as submitted, reviewed and approved by code enforcement authorities.  We offered a reasonable credit based on the price we quoted for post wraps and she is demanding that we pay for the work that she had others complete per her expectations and request, which is highly unreasonable.  We have further researched this matter and have found that the subsequent contractor removed the 'crows feet' supports, which now put this deck in violation of the code and build requirements as set forth by the municipal governing code enforcement department.  Since ours and the municipalities designs have been altered, we can no longer assume no responsibility for the stability or quality of the illegally modified build.  Attached is a photo evidencing our findings of the modifications to the deck.

  Again, the balance must now be paid in full by no later than 6/16/2023 to avoid legal proceedings to secure our interest in this matter.

  Customer Answer

  Date: 06/09/2023

  Thank you for the follow up. You can close this complaint without the mediation or arbitration. I'm told this is a clear breach of contract. I will be going a different route to resolve the matter. Please confirm.