ComplaintsforArchadeck of Charlotte

• Initial Complaint

  07/31/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contracted with Archadeck (#XXXXX) for a porch which was completed in Nov 2020. In addition to my overall frustration with their shoddy workmanship and lack of coordination, the 4 main issues are: 1. The shingles on the porch do not match the shingles on the house. 2.Errors in measurements for cathedral ceiling resulted in a 7" x 12' ugly protruding cement slab. 3.West entrance door isn't aligned with existing paver entrance. Looks unprofessional, not what I would expect from "a custom, one-of-a kind" build, as they advertise. 4.Flood damage in Nov caused by their failure to caulk the frame to the cement floor. I hired COIT to remove mud and clean the carpet, at an expense of $1,400. Plus hired someone to caulk and put in french drains. To date, I have paid $23,690 with a remaining balance of $12,500. My attempts to resolve these issues have been as frustrating as the building process: no follow through or communication. Timetable of actions taken so far is attached.

  

  Business response

  08/09/2021

  Business Response /* (1000, 8, 2021/08/09) */ Archadeck has been trying to get this matter resolved since 2020. It has been offered to replace the shingles, but customer has refused to choose a color. (Last letter sent in attempt to have this matter resolved attached) Customer did not accept the re-shingle because she did not want her bushes to be damaged from a re-shingle job. In regard to the concrete color, it was explained to ****** during construction that the new structure would have to be brought in approximately 6" to match her existing roof line as per contract. She was fine with that at the time but after project was completed, she was not ok with it any longer. ****** also wanted to have sidewalk expanded and we offered to do that to match door opening, she no longer wants that done because again she didn't want her bushes damaged. In regard to the water seeping in room after a heavy rain, our project manager explained to ****** that due to a steep incline in her back yard the water will go where it wants too. There is nothing in her contract for Archadeck to divert water away from new structure. (Scope of Work Attached) Our project manager has met with ****** twice in person and once over the phone but customer refuses to have Archadeck come back and do any work. After several attempts to resolve this matter with no return from customer we sent her account to our attorney. Customer then proceed with this complaint to BBB. Consumer Response /* (3000, 19, 2021/08/27) */ Many statements in Archadeck's response to my complaint are false. I offer the following additional information: 1) I did not refuse to choose a color for the re-shingle; I only asked that we settle all four open issues before we begin piecemeal remediation work. I agree to have them re-shingle the unmatched roof (see picture in 9-2-20 email to Sales Manager attached) as part of our package settlement, as long as any damage to the landscaping is repaired to my total satisfaction. 2) There is no issue with the concrete color as they statedthe issue is the 7" x 12' concrete protrusion resulting from their error in measurement of the beams and/or cement slab cutting. Porch was to be constructed flush with the cement slab and existing roof line as depicted in attached project drawing. I was never "fine with it" as stated but was told by ***** that it was the only reasonable solution. It is ugly and looks unprofessional, and I listed it as a major complaint in my 9-2-20 letter to the Sales Manager (see picture and text in attached 9-2-20 letter to Sales Manager). I am looking for a reasonable reduction in my balance due to compensate for these mistakes, which are uncorrectable at this time. 3) I am not opposed to having the paver entrance realigned correctly, as long as it is part of the overall settlement and any damage to the landscaping is repaired to my complete satisfaction. 4) The flooding occurred because they failed to caulk between the cement floor and the wood frame. The man I hired after the flood to caulk and seal confirmed to me that it had never been done by the construction crew. I incurred $1400 in flood damage and I am seeking a reduction in the balance due to compensate for my losses. If you look at the attached Archadeck Resolution Timetable, you will see that I have been attempting to resolve these issues for almost a year. After my initial complaint in September 2020, I had an immediate response from ***** and **** that everything would be corrected to my complete satisfaction. However, I have never heard from **** again and ***** did not follow up until 5 months later! Then when he stopped in unscheduled in February 2021 he didn't have a copy of my complaint and didn't even know what the issues were. We went over the issues again, and then he disappeared for four months! Truthfully, these long gaps in any follow through or communication from Archadeck made me think that they had decided to write off my balance in exchange for not fixing any of the quality issues. In July 2021, when ***** was pressuring me to select a shingle color, I told him I would not agree to piecemeal resolution, but wanted all issues addressed at the same time. I requested to meet with the head of the company to come up with a settlement. Instead, what I received was a threatening letter from ******* Jeffers (who I had never heard from before) that she was going to turn my account over to their attorney if I didn't pick a shingle color within a week. This should be a simple compromise settlement: the re-shingle and re-stoning done right and a compromise reduction in balance due, fair and acceptable to all parties. I respectfully ask the BBB reopen my complaint until the matter is resolved. Consumer Response /* (3000, 19, 2021/08/27) */ Many statements in Archadeck's response to my complaint are false. I offer the following additional information: 1) I did not refuse to choose a color for the re-shingle; I only asked that we settle all four open issues before we begin piecemeal remediation work. I agree to have them re-shingle the unmatched roof (see picture in 9-2-20 email to Sales Manager attached) as part of our package settlement, as long as any damage to the landscaping is repaired to my total satisfaction. 2) There is no issue with the concrete color as they statedthe issue is the 7" x 12' concrete protrusion resulting from their error in measurement of the beams and/or cement slab cutting. Porch was to be constructed flush with the cement slab and existing roof line as depicted in attached project drawing. I was never "fine with it" as stated but was told by Butch that it was the only reasonable solution. It is ugly and looks unprofessional, and I listed it as a major complaint in my 9-2-20 letter to the Sales Manager (see picture and text in attached 9-2-20 letter to Sales Manager). I am looking for a reasonable reduction in my balance due to compensate for these mistakes, which are uncorrectable at this time. 3) I am not opposed to having the paver entrance realigned correctly, as long as it is part of the overall settlement and any damage to the landscaping is repaired to my complete satisfaction. 4) The flooding occurred because they failed to caulk between the cement floor and the wood frame. The man I hired after the flood to caulk and seal confirmed to me that it had never been done by the construction crew. I incurred $1400 in flood damage and I am seeking a reduction in the balance due to compensate for my losses. If you look at the attached Archadeck Resolution Timetable, you will see that I have been attempting to resolve these issues for almost a year. After my initial complaint in September 2020, I had an immediate response from Butch and Mike that everything would be corrected to my complete satisfaction. However, I have never heard from Mike again and Butch did not follow up until 5 months later! Then when he stopped in unscheduled in February 2021 he didn't have a copy of my complaint and didn't even know what the issues were. We went over the issues again, and then he disappeared for four months! Truthfully, these long gaps in any follow through or communication from Archadeck made me think that they had decided to write off my balance in exchange for not fixing any of the quality issues. In July 2021, when Butch was pressuring me to select a shingle color, I told him I would not agree to piecemeal resolution, but wanted all issues addressed at the same time. I requested to meet with the head of the company to come up with a settlement. Instead, what I received was a threatening letter from Melissa Jeffers (who I had never heard from before) that she was going to turn my account over to their attorney if I didn't pick a shingle color within a week. This should be a simple compromise settlement: the re-shingle and re-stoning done right and a compromise reduction in balance due, fair and acceptable to all parties. I respectfully ask the BBB reopen my complaint until the matter is resolved. Consumer Response /* (2000, 29, 2021/09/14) */ I wanted to let you know that Archadeck and I have reached a mutually satisfactory agreement on the issues of my case #XXXXXX. I thank you for your time and assistance in this matter. Would you please show the status as RESOLVED? Thank you. Best Regards, ****** *****

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