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:09/09/2025

  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.

  Hello,We met with Garside Contracting in August 2023 about replacing out deck. Since then this has been an ongoing process that has not been complete. They began deck breakdown and new deck build in September 2023. But they had to stop in October due to needing more materials. We waited for over a month for completion and it was a safety issue with our small children. In late November they finished with the railing and deck was built. In December 2023 we noticed the trex boards were separating from each other and starting to bow. The man contractor (***) came and put screws in and left. This didn't solve the problem or issues. March of 2024 I contacted them about the gaping and bowing that was occurring everywhere. They came back to look at it while I was not home. Then they told us they needed to contact their ********** guy about getting more trex to replace and fix. Early July they came to finally fix the problems. Only to not fix the bowing or separation but to make things worse. The bowing is where people walk and trip. The cuts are uneven or flush. Some of the boards aren't the same length so they don't meet the ground on steps, even areas have nails through the boards exposed. They just added a Facia layer to outside of deck. Nothing was fixed.They stated to us that they tried to use different size boards to hold the deck then what they call for. They hurried to get going through the last visit and it shows. I have tried to contact them on July 28th, August 8th and 13th, they are not responding back. We paid about $25,000-27,000 for this deck. Thanks.

  

  Business Response

  Date: 09/09/2025

  As response to the complaint made by *******.  The demolition of the old deck and the construction of the new, " Trex" deck, was supposed to be a one week job.  The old deck was torn out and hauled away.  We quickly framed the new deck; 30 inches off the ground, like the old one.  While waiting the expected ten days for the Trex materials, we were informed that there was a fire at the Trex supplying plant.  It was a tristate emergency. The break in between- when the job was started and waiting for more materials- was through no fault of our own.  ******* had a concern because they were having a family party and the deck was not usable.  What we did to help the issue was install plywood on the deck frame and use 2x4s as temporary railings.  They still had their party and were happy.  Nothing was said about an issue for the childrens safety.  We completed the deck as soon as we had the materials.  When the job was completed ******* happy with the finish product. We did not hear from her for over 20 months after the deck was built.  The Trex has to expand and contract just like the lumber has to.  Lumber also warps. The natural expansion and contraction of materials is something that we do not have control over. We tried to fix what was bothering you on 2 seperate occations. The second time we came out, we spent over a thousand dollars out of our own pocket to fix things that were installed correctlly the first time but you did not like how it looked.  ******* said that the 12 inch Trex facia boards had shrunk and there was a gap a few days after we replaced them flawlessly.  The entire deck is built to code, and we stand behind our install. We are sorry you feel that this is an issue but we can not control the natural expansion and contraction of the material. Especially, after 2 ******* and a summer that the deck has endured. Not to mention that you have a brick house, you have a blacktop driveway surrounding the deck on three sides without any buffer.  The wild cats living under the deck do not help warping lumber either.  We have done everything we can to try to please you with this situation.  We are sorry that you are not happy with the materials.  

  Customer Answer

  Date: 09/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  The warping of the floor trex was bowing before job was done. We were told it should settle. The company leaves the job site before letting us know they are even complete. There were always gaps in siding, showing cuts were not precise.  They came back and added more nails all over the place that did not fix the issues. The child's  safety was not the party, its the general use of walking daily on the floor. The deck was completed in the 1st winter. They came back and kept making updates but not fixing problems, but adding problems. The last time they came the steps boards are bowing and uneven because of last update they did.There are nails through the boards exposed.  This wasn't just material,  it was done improperly. The black top and brick house were always there, if you knew it wouldn't  get done correctly, it should have been stated.  There aren't any wild cats living under deck. We have nature that lives outside.
  

   

  Regards,
  
  ******* ********