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:07/25/2024

  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.

  On 3/23/23 I signed a contract for a 16 by 16 deck. When someone came out to give me a quote I asked him was the company licensed and he said yes. I have called 2 companies to come and give me a quote on screening in the deck with a roof. Both companies said they couldn’t give me a quote because that deck isn’t built correctly and it won’t pass inspection. When the first contractor told me he gave me the list of things that were wrong this is when I emailed L3 installers and I didn’t receive a response so I called them and some guy asked me. who told me that, I told him the company I was trying to get to screen in the deck, for some reason he was very rude and he hung up on me.

  Business Response

  Date: 07/25/2024

  Good afternoon R*****.

  We have reviewed Ms. *****’s complaint at this time and
  while some details are accurate, there are many important details to this
  situation that were not reported to you or misrepresented. I am listing the blatantly misrepresented items below and then
  will be providing a full summary of the situation and our reply thereafter.
  
  Blatantly misrepresented items – Ms. ***** has stated that when she
  emailed us, she did not receive a response. She also stated she called our
  office and spoke with a man who was rude and hung up on her.
  
  (As you will see from the attachments I have provided, we
  have responded to every one of Ms. *****’s emails. The first reply going out in
  less than 5 minutes after she sent her initial email with her concerns. I also
  find it odd that Ms. ***** did not provide you with any copies of the lengthy email replies we
  provided her with specific details about the concerns she relayed. We also have not
  received any telephone calls from Ms. ***** to date, nor has someone spoken to her on the phone. In fact – our office line
  only comes through to my phone directly and as such, I am the only person that ever answers our business line, so for her to state she spoke with a man who
  was rude and hung up on her is an embellishment of the situation. Additionally, you will see that when Ms. ***** asked
  for someone to call her to discuss the issue (which is indicative that she hadn't spoken to anyone about the situation) - I specifically told Ms. ***** in
  our email that since this was a situation where our
  workmanship was being questioned; we would only be corresponding via email for
  documentation purposes.)
  
  Summary of scope of work - We went out to Ms. *****’s home on or about 3/17/2023. She
  had an existing deck that she wanted to have rebuilt. While I cannot attest to
  the conversation between Ms. ***** and the owner on that particular day, the details
  she mentioned where she was told our company is licensed, is correct. I’m
  unsure why she is alluding to the fact that we are not. (A copy of both our SC
  business license and SC LLR Residential Builders license are attached.)
  
  Ms. ***** did in fact sign her quote 3/23/2023 acknowledging
  she wanted to proceed forward with a 16’ x 16’ deck build project. (A copy of
  the signed document is attached.) The deck was built the week of 8/8/2023. Upon
  completion, Ms. ***** paid her final bill for the project on 8/12/2023 and also
  sent an email that same day stating how pleased she was of the work that was
  completed. She also stated she was looking forward to having us screen in her
  deck and asked that we get a quote over to her for this additional project. (This
  email is attached.)
  
  From there, we did not hear anything further from Ms. ***** until
  5/30/2024. In this email, she advised that she had a contractor come out to her
  home to screen in her deck and was told that there was a list of things that “we
  should have done” that were not done. She also stated she had a list of things
  that an inspector said we needed to correct and until they were complete, she
  would not be able to get the deck screened in. (This email was provided to you
  by Ms. *****.)
  
  I replied to her email within 5 minutes of receipt asking
  that she provide the list of items that she was advised needed to be corrected,
  as it was not attached to her email. On the afternoon of 6/2/2024 Ms. ***** replied
  back to my email with 6 bulleted items that she stated the contractor said
  needed to be done.
  
  This email was replied to the very next day (6/3/2024) and in
  the email I asked for clarification as to whom had provided her the list of items
  needing correcting – since her email mentioned both. I also asked if she could
  provide the name/company information OR an email from the contractor that had
  their contact information. Additionally, if it was an inspector that gave her this
  information – I asked for the inspector’s name so that we could contact them.
  
  Ms. *****’s reply on 6/3 did not include either requested
  information but rather just stated “it was a contractor and what does it matter
  if it was either or?” She also advised that the deck didn’t meet code and to
  give her a call.
  
  On 6/5/2024 I provided Ms. ***** with a very lengthy email
  reply. My first statement as you will see, mentioned that I would be keeping
  our communication via email for documentation purposes. I then, in length,
  explained why it matters whether a contractor or inspector was the one providing
  her with the list of issues. Since she had been unwilling to provide us any contact
  details or even a company name; we had no way to verify whether the person was licensed
  (something she herself seems to be accusing us of not being). Residential
  Builders and Specialty Contractors have to go through a rigorous application
  process to show proof of experience, knowledge, etc. Unfortunately there are
  many unlicensed individuals in our line of work and if someone is stating that
  our build is not up to par, we want to ensure they are valid professionals that
  can provide accurate insight. Not just someone who “thinks” they have the
  knowledge.
  
  At that time I also went through each of the 6 items that
  Ms. ***** had previously provided to us that the contractor had stated needed
  correction. (Please see email reply 6/5 or 6/6 for full details as well as the
  PDF pages from our copy of the IRC 2018 code book that reference the items discussed.)
  
  It was our opinion that the items the contractor was stating
  needed to be “corrected” had nothing to do with the deck not meeting the
  standard deck code, but rather they needed these additional specifications
  completed based on the screen enclosure she was looking to have done.
  Essentially, placing liability on our company to “beef” up her deck to meet
  their requirements for the build.
  
  That being said however, she was specifically advised that
  if she felt the deck was not built to standard decking code that if she would
  provide us with a report or inspection from an inspector – we would be happy to
  address the concerns or issues.
  
  Ms. ***** then sent an email on 6/6/2024 stating that she had
  not heard back from us concerning the items that are wrong and hoped that we
  would rectify the problems before she got the city involved.
  
  Given that I had in fact responded, in length to her concerns
  – I forwarded my email from 6/5/2024 to her again along with the applicable attachments.
  
  We then heard nothing further from Ms. ***** until
  yesterday, 7/24 where she stated she was trying to let us fix the issue before
  getting her attorney involved as she wanted what she paid for.
  
  I then responded to Ms. *****’s email today, 7/25 advising
  that as per our correspondence on 6/5 and 6/6 we are willing to address any
  concerns/issues with the structural integrity/build of her deck based on codes
  provided to her by a licensed inspector. To date we have not received any
  documentation and as such, I asked if she had sent something that we missed. I
  also stated that if she wanted to provide us with the contractor’s information
  or an email/letter the contractor provided to her, we would be happy to speak with
  them or review the documentation for any potential remedy once we confirmation
  they are a licensed contractor.
  
  In summary, Ms. ***** received a deck build based on what
  she was quoted and paid for. (Photos of the completed deck are attached as
  well.) Ms. ***** had no issues with the deck and spoke highly of the deck build
  until almost a year later when she states she had someone else come out to
  screen the deck in. We have advised her on numerous occasions now that we are
  willing to correct/address any code issues for the initial deck build she
  contracted with us to build once we have received documentation from a licensed
  contractor OR licensed inspector, neither of which has been provided to date. Once
  this documentation is provided, we are more than happy to review and determine
  what necessary steps need to be taken to correct the issue. We will not however
  make any changes/modifications/etc. to the deck that are not due to a code
  issue but rather due to the specifications needed for her new project. This is
  the responsibility of Ms. *****’s.

  While our company always strives for customer satisfaction, which you can clearly see through our ******, ******** & *********** reviews; we also understand there are some instances where an outcome may not match what the customer is expecting. While we are empathetic with Ms. *****'s position, we also hope that she understands our stance on the matter based on the details we have provided & requested.
  
  Should you require further details, documentation, etc. please
  let me know.
  
  I am available by phone Mon-Fri from 9-4:30 pm.
  
  Thank you kindly.

  Customer Answer

  Date: 09/03/2024

  I went online to file a complaint against the company L3 Installer Services. I couldn’t get the contractors license number off the website so I’m not sure if my complaint went through. I haven’t heard anything from here or the better business bureau in regards to my complaint. This company built my deck and was informed that I was going to screen it in with a roof once I got the money to do so. Fast forward to this year, I’ve called several companies for an estimate to screen in my deck. Every company that came to give me an estimate told me they couldn’t screen in my deck unless they tore mine down because it was not up to code. I have contacted L3 Installers several times in reference to the deck not being up to code. I’ve called and emailed them no response. Now I see on social media that they has renamed their company to Shawna Beamer which is the same Shawna Beamer who was working at L3 Installers. I just want my 6000$ plus back from them so I can get my deck done the right way. Please help me. N******
  
  Sent from LaSonya S**** (***************)

  Customer Answer

  Date: 09/03/2024

  I didn’t receive any response by text email or phone calls. My call  history from my phone can prove this as far as the emails I should be able to go back and try to locate them if I can’t locate I will contact ATT  to  try to send me his so called responses.  My number has not changed in over 20 years so once they saw that I was still reaching out to them to resolve the issues why not call me like you called me when you built the deck. Once I get my call history log from ATT I will forward to BBB  along with my email history. I’ve never had a problem receiving emails or phone calls from them. I’ve reached out to them several times after he hung up on me because I want a full refund and I don’t want them to fix all the issues that are wrong with the deck. Every company that has come out to give me an estimate for the deck to get screened in has said they will have to tear down the deck and start fresh. 

  Customer Answer

  Date: 09/03/2024

  These are all the emails from L3 Installers. Please let me know if you can open the attachments in the emails so I can email them separately. I also contacted ATT to send me my phone records so it will show that L3 Installers only called me once after I found out that the deck was not in compliance. You can also contact the following companies who said they couldn’t screen in the existing deck because it wasn’t installed correctly that they would have to tear it down: GXR had David K*** to give me an estimate his number is **********. I also had Lee Lloyd from Patio Enclosures to give me an estimate as his number is **********. I have two other contractors to give me estimate but they all said the same thing. I can forward their estimates and information as well. I will fax my phone records this week to prove that Kelly B***** nor Shawna B***** never returned my calls. I also saw on social media that they changed the name of the company to Decks or Shawna B*****

  Customer Answer

  Date: 09/04/2024

  As you can see from my mail log that he only responded to the email that I sent on 6/3. The only other time I received I talked with anyone was he answered my calls and he was rude wanting to know if an inspector or contractor told me the list of things that was wrong with the deck. No one ever even came out to address my concerns about the deck. At this time I just want a full refund so that I can get another company to build the deck in compliance. I gave them a chance to fix the deck and they didn’t. 

  Business Response

  Date: 09/05/2024

  Good morning.
  
  In response to Ms. S****’s latest reply from 9/3, please see
  below comments.
  
  She mentions she has not received any response via text,
  email or phone call from our company, yet she uploaded as part of her own documents,
  emails that she received from us on 5/30 & 6/3. In addition to these
  emails, we provided emails from 6/5, 6/6 & 7/25 to our BBB response all
  which clearly show the sequential email train and what email address we sent
  the emails to. If for some reason she did not receive the original emails
  directly from us, she definitely was provided them back on 7/25 when they were
  sent by BBB.
  
  Continuing with the above statement where she mentions she
  has not heard from us via phone or text; this is correct. We specifically
  advised in our email on 6/5 that we would only be corresponding via email for
  documentation purposes given the nature of the situation. Additionally, I would
  like to know what number Ms. S**** has been calling to reach us; as our call
  log reflects no calls from her since 8/12/2023 when she left a voicemail for us
  on how to pay for her deck project and as previously mentioned – there is no
  man/guy that answers our phone. Our business line rings directly to me and me only.
  
  To date, we have not received any further communication directly
  from Ms. S**** since her last email to us on 7/25 (as shown in our
  documentation). We have asked in every one of our emails and also our response
  to her compliant, for her to provide documentation from a licensed contractor
  or inspector advising the issues she is claiming. This still has not been
  provided. (Please note that in the emails from 6/5, 6/6 & 7/25 we addressed
  in great detail and with corresponding documentation from our code manual, 6 items
  Ms. S**** stated were “told” to her about the deck.)
  
  Additionally, in all of her prior communication – she indicated
  she was advised the deck needed to be fixed; however now she states all companies
  have advised the deck needs to be torn down and started over again. This is a pretty
  big difference. With that in mind, if she has reached out to multiple companies
  and they have all told her the same thing, surely one of these licensed companies
  or contractors would be able to provide something to her in writing that should
  could then provide to us.
  
  In summary our position has not changed since our reply 7/25
  to the initial compliant. Until such a time that Ms. S**** provides
  documentation from a licensed contractor or inspector reflecting the issues she
  is stating are wrong with the deck, there is nothing further we can do to offer
  a resolution.
  
  Should you require further information or details, please
  let me know.