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Complaint Details
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Initial Complaint
09/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a custom deck made with composite decking which was completed in October 2019. The composite material was sold to us as having a lifetime warranty, however in April of 2021 we noticed that the railing support boards were warping and notified Quality Custom Decks. In late July, they came out to inspect the deck, took pictures and offered to repair the deck with regular deck wood. We had paid a higher price for the composite material and wanted the repairs performed with similar materials and not wood. The representative said he would find out about availability of materials and get back to us, that was 6 weeks ago and no one will answer our calls.
Business response
10/12/2021
The composite material he is speaking of is for the railing on the deck. It only has a 1 year warranty. There is no composite material on the market that I know of that has a life time warranty.That said, when I spoke with Mr. ***** I told him that material used for his deck railing was no longer available.
I also explained due to the nature of the material we found it to be substandard, and for that reason we were not offering this product any longer.
That is why we offered him a wood replacement.
He refused the wood replacement so I told him I may be able to locate some leftover material that we had from another job but it would take a while for us to put our hands on it. But again I was not recommending he use it again on his deck .
This week I sent a technician to his house. The technician and I came up with a solution to repair his existing material.
We ran it by Mr. ***** and he agreed to let us make the repairs
Our technician then proceeded to make the necessary repairs. We finished I believe it was Tuesday or Wednesday it came out looking good.
The technician reported back to me and said Mr. ***** was happy with what we did.
Customer response
10/12/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 15861019, and find that this resolution is satisfactory to me. The company responded to our requests the week of October 1st and sent a worker to replace and rebuild the subpar material that was warped and detaching from the deck using the composite material we had paid for. That is all we had requested originally and so we are satisfied with their action.
Regards,
**** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.