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:04/26/2025

  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.

  In May 2015, your company, Aesthetic Design & Build, commenced with the complete removal of a deck at our primary residence and proceeded to construct a full replacement, 16x16 composite deck with Timbertech vinyl wrapped composite decking and Radiance railing. In the summer of 2022, it was noticed that several of the boards were shifting and something was clearly wrong. You were contacted and asked to visit the deck to address that problems that were causing the sagging. In September 2022, you visited our home with one of your employees and removed the boards covering the 16 foot beam that supported the outer portion of the deck. The beam and one of the three posts showed extensive rotting which should not happen in a 7yo deck. You were asked to promptly brace the deck so the deck would not collapse. You ignored repeated requests to brace the deck and waited for over 1 month, on October 29th, to finally brace the deck. During your delay, the deck dropped even further. You informed me that you would be filing a warranty claim with Yella ****. I heard nothing from you, even though I made several requests to understand how the deck failure would be resolved. It was not until December 30, 2022 that you finally responded via text. You asked for $8,442.00 to fix the failed deck that your company built. I have a detailed report documenting that our deck is the worst example of premature catastrophic failure that a P.E. structural engineer had seen in over 30 years of work. Additionally, the construction of the deck did not meet code in several areas as established by **************** Code that was in effect in 2015. The Missouri Statute of Repose for Construction Defects is 10 years and we are within that time period. My wife and I met you in your office on April 15, 2025 to make another attempt to resolve this issue. You stated that you will not file a claim with your insurance company. You were offered 10 days to come to different terms and you have not responded.

  

  Business Response

  Date: 05/01/2025

  This complaint does not pertain to Aesthetic Design & Build. It is an issue related to the wood manufacturer.
  We have a signed contract. It was signed by both parties on 4/8/2015.
  We operated within our contract and built the deck in May of 2015.
  The deck was permitted by **************** and passed all inspections, including the final building inspection, which was approved on 5/27/2015.
  This is a product issue with the manufacturer's warranty. 
  Our contract states that all material warranties are through the manufacturer.
  Upon request, we can send copies of the signed contract, terms and conditions, and inspection reports. 
  Please let me know if you need anything else.
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/02/2025

  I don't understand the request for the name, address and phone number of the product manufacturer.  The dispute is with a contractor, Aesthetic Design and Build, who built a defective product.  Aesthetic Design and Build is the product manufacturer, and the product is a residential deck.  I provided the name, address and phone number for Aesthetic Design and build in my initial complaint.  I'll do it again.  Aesthetic Design &Build - ****************************************************  The deck consisted of framing material from Yellawood which was distributed by ******* Lumber in *****************, ***  The decking material is Timbertech Legacy tigerwood decking with Timbertech Radiance railing.  My agreement is with *** ****** who is the principal at Aesthetic Design and Build.

  Customer Answer

  Date: 05/02/2025

  I have attached additional documentation showing the contract and dates various payments were made.  The first two payments were made with check and the final payment was credit card.  The document also show a revision to how the piers were installed which I did not approve.  Installing piers in the ground directly contributed to the rot because the wood now had direct ground contact and wicked water into the wood accelerating the rot.

  Customer Answer

  Date: 05/02/2025

  please confirm that you received a PDF document from me.  This document should show several relevant items as well as a copy of the contract.  Thank you.

  

  Business Response

  Date: 05/12/2025

  The homeowner will need to contact the wood manufacturer. They will need to find a tag on the end of one of the boards, which will say the name of the manufacturer.

  There are (2) manufacturers that the wood came from. One would be Yella Wood, or the other would be Prowood.

  Yella Wood's phone number is ************. Prowood's phone number is ************. You would need to tell them that you would like to file a material claim.

  I can provide material receipts if needed.

  Thank you,

  ***

  Customer Answer

  Date: 05/13/2025

  Complaint: 23253758
  
  I have reviewed the business' response and am rejecting it because:
  
  There are no tags on any boards that can be seen. Im not going to disassemble an entire deck in search of tags, which may not even exist. *** should know where the lumber came from and not guess as to which company manufactured the lumber.  It is totally ridiculous that I would be expected to file with two companies when one would likely be a false claim. Of course, I need a copy of the receipt to show proof of payment. As the designer and builder and purchaser of material, *** should make obtaining what is rightfully owed to me as easy as possible. This is not being done.  *** has many similar claims and apparently he has filed some with ******* lumber but for some reason has not filed my claim. It is in doubt that I was ever provided pressure treated lumber as the contract required. There is no stamp on the lumber indicating pressure treatment that can be found. The runaround tactics that *** is deploying are not appreciated. I have contacted all major TV networks and ******** to ask them to do a story on this matter. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/15/2025

  When there is a product warranty issue the manufacturer doesn't usually work with the contractor. They work with the homeowner and we can help provide any information that the manufacturer might need such as receipts, etc.

  I have attached the receipts for the lumber, but the lumberyard may use different suppliers, so that is why they will request a tag. I've attached a copy of the receipts, but it doesn't name a specific manufacturer.

  If the manufacturer needs anything else from me so they can process a claim, please let me know. I will also send this material receipt to the lumberyard so that they may be able to know which wood supplier they were using at that time.

   

  Customer Answer

  Date: 05/15/2025

  Complaint: 23253758
  
  I have reviewed the business' response and am rejecting it because: *** and Aesthetic Design and Build must have removed all of the tags because there are none present on the wood.  Additionally, the wood was enclosed by Aesthetic Design and Build which possibly contributed to the deck failure so this isn't just a simple product warranty issue.  *** also changed the deck plans(I have proof) without my consent and directly placing the posts below grade also possibly contributed to the failure of the deck.  ***** possible contributions to the premature failure are material and I would expect more assistance to resolve this matter from the person whose company designed, sourced and purchased materials, and built the deck.  I'd also like to know why it has taken *** so long to provide the receipt if I'm supposed to manage the claim?  ******* Lumber informed me that nothing can proceed without proof of payment for materials and as the consumer, I've never been in possession of the receipts until today and still don't have the tags on the lumber.  If tags are required, why wasn't I given the tags that were allegedly removed by ***** employees?  In my opinion, ***** possible contributions to the deck failure through the design, and lack of responsive behavior to resolve this matter, is not acceptable.  If this is ***** area of expertise, he should be walking customers through the process to resolve this matter.  After all, *** purchased the material that is allegedly defective.  I had no say in selecting materials.  I see no way in which any logical person would describe ***** lack of proactive problem solving behavior as an example of better business practices.
  
  
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 05/16/2025

  I do not have all necessary documentation required to get replacement framing lumber.  The stamps on the lumber that was used to not indicate the lumber was treated with an anti-rot agent based on my review of the stamps and an internet search of what the stamp nomenclature means.  There is evidence to suggest that treated lumber was not used in the construction of the deck and Aesthetic Design and Build chose to use the lumber that is currently on the deck.  I hired a structural engineer and their report indicates that treated lumber would not have rotted in under 7 years even if the treatment was not properly applied.  The structural engineers report also shows that code when the deck was built was not followed.  The report also indicates that the construction techniques used likely contributed to the failure of the deck so this is not just a product warranty issue.  The statute of repose in ******** states:

  Title XXXV CIVIL PROCEDURE AND LIMITATIONS
  Chapter 516
  < >  Effective - 28 Aug 2002  
   516.097.  Tort action against architects, engineers or builders of defective improvement to real property must be brought within ten years of completion of improvement, exceptions.  1.  Any action to recover damages for economic loss, personal injury, property damage or wrongful death arising out of a defective or unsafe condition of any improvement to real property, including any action for contribution or indemnity for damages sustained on account of the defect or unsafe condition, shall be commenced within ten years of the date on which such improvement is completed.
   2.  This section shall only apply to actions against any person whose sole connection with the improvement is performing or furnishing, in whole or in part, the design, planning or construction, including architectural, engineering or construction services, of the improvement.

  The improvement of my home is clearly defective and this is not just a warranty issue.  If the BBB does not assist with what is clearly defective construction, where the contractor did not follow code, what purpose does the BBB serve?  To allow contractors to get away with not standing behind their work is despicable and this will be shared with the TV stations who will be doing a story on this matter.  Do you still consider this contractor to be acting in good faith?  I'll be happy to share the structural engineer report but only in person because it will be evidence in the event of a lawsuit.

  Customer Answer

  Date: 05/16/2025

  And the phone number provided by *** at Aesthetic Design and Build was for the accounting department at YellaWood and they can't help.  So shouldn't part of Better business be for a business to help customers when there is a problem?  I see nothing that is in good faith.  And warranty claims are supposed to be filed within 60 days of the defect and *** did no such thing when he was informed of the defect.  *** took over 60 days to respond to me regarding his solution.  *** said he has multiple issues like this and should be an expert with resolution.  Additionally, why are you not asking *** to prove that the wood is actually treated lumber as the contract called for?  If the wood that was used is not treated, then this is not a warranty issue and it's a fraud and breach of contract issue.  I would love to understand what behavior by *** ****** represents a "good faith" effort to resolve.  Taking over 2 years to get me the receipt which is required for a warranty claim is a good faith effort to resolve? 

  

  Business Response

  Date: 05/19/2025

  I sent Mr. ****** photos to the Representative for the lumber manufacturer on October 17, 2022. I gave Mr. **** a price to replace his framing on December 30, 2022. He was not happy about the manufacturer not covering the labor for the replacement.

  I have not heard from Mr. **** for almost 2 1/2 years after I gave him that price on December 30, 2022.

  I spoke to the lumberyard on May 19, 2025 to see if they knew who the manufacturer is so that Mr. **** can file a claim. It would be best to to find a tag that is on one of the ends of the lumber so the correct manufacturer could be established.

  If Mr. **** is now ready to file a claim, then it would be best to find a tag on the end of one of the boards. I will provide any lumber receipts/information Mr. **** might need for filing his warranty.

   

  Customer Answer

  Date: 05/20/2025

  Complaint: 23253758
  
  I have reviewed the business' response and am rejecting it because:
  
  No tags can be found on any framed lumber. If tags are needed, aesthetic design and build should have the tags since Aesthetic design and build was paid for the entire project. *** said in a text framing lumber would be provided. Framing lumber has not been provided. In 2022, ******* Lumber informed me they had a record of multiple claims from *** for other projects but there was no claim for my project. The lumber distributor suggested that Aesthetic design and Build may be responsible for the failure due to joist tape not being used and the framing materials enclosed with no way for moisture to escape. Inappropriate design and build is different and separate from product failure. There is no evidence that chemically treated lumber was actually used. The visible stamps on the lumber do not reflect chemical treatment designations. If these tags are so easy to find, I would like *** to schedule a time to show me where they are located. The lag in time in addressing this matter is irrelevant because it doesnt change any of the facts regarding deck failure. I was doing research and seeking legal counsel. The Missouri Statute of Repose is still in effect for this matter. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/23/2025

  I would like to clarify that joist flashing tape was not available 10 years ago. I completely understand Mr. ***** frustration with his wood warranty issue. I always help our customers with any information they may need to file any warranty claim. I have spoken with a manufacturer on (5-20-25), and they clarified that a tag would be needed to file a claim with the correct manufacturer.
  I have no problem with helping any client find these tags,but Mr. **** has made false statements and threats towards my company, and I dont feel like it would be in my best interest to go on his property.
  The best place for him to find these tags would be along the ledger board on the house behind the joist(s). The current joist hanger(s) will need to be removed, then you should be able to see a tag with a flashlight, or you might see the tag hanging out. The treated wood shrinks over time, so you should have a small gap where you could see a tag. Please carefully remove the tag and take a picture of it and send it to the lumberyard and we will get you everything you need to file your claim.
  If Mr. **** would like to hire somebody to help find a tag, then I am willing to pay up to $500.00 for the cost to find the tag.

  Customer Answer

  Date: 05/27/2025

  Complaint: 23253758
  
  I have reviewed the business' response and am rejecting it because: There are several issues.  Joist tape was available 10 years ago so that statement is not accurate.  No false statements or threats have been made and I would like to know what would make *** say this other than to misdirect the unresolved issues.  *** has done nothing to assist with wood replacement or reasonable resolution to this issue.  The phone number provided was to an accounting department that has nothing to do with claims.  *** never filed a claim through ******** Lumber when ******* shared *** had multiple claims for other past clients.  This would suggest I have not received similar treatment as other clients.  *** is welcome to come out and find the tags.  I have looked repeatedly and can't find any tags.  
  
  
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 05/27/2025

  On December 30, 2022, I have a text message from *** stating "The wood manufacturer will give you new wood".  New wood has not been provided.  I see no behavior from *** that reflects a good faith effort to fulfill his statement.  I have looked night and day with a flashlight and I don't see any tags on any boards.  It is unreasonable to expect me to safely disassemble a deck to potentially find tags that can't be seen.  $500 is not a reasonable amount for someone to come to the job to disassemble a deck to find a tag that can't be seen in the gaps.  The beam wood is totally visible and there are no tags.  So please explain what has actually been done by the deck builder to show a good faith effort to resolve this matter.  Additionally, I have not had phone conversations with *** and the only correspondence has been via the BBB email so please show me a threat if you are going to blindly accept the word of a contractor who in my opinion is being deceiptful.