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:07/19/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Warranty covers shrinkage and fading. Company is not responding to request for warranty service for severe and uneven fading. Deckorators has already declined coverage for obvious shrinkage which we had to fix ourselves.

  Business Response

  Date: 07/22/2025

  To Whom It May Concern:
  
  Thank you for providing us with the opportunity to respond to the recent complaint submitted by the customer regarding their ********************** decking.
  
  For context, the customer initially submitted a claim in February 2024, alleging product shrinkage. After a thorough investigation, it was determined that the issue resulted from improper installation. Specifically, the deck boards had not been properly pinned according to the installation guidelines. A written explanation and denial of the claim were sent at that time.
  
  In May 2025, the customer filed a second claim, this time concerning fading. In response, Deckorators asked the customer to gather additional information and whether any cleaning had been performed. The customer advised that the deck had been cleaned using **** dish soap. Unfortunately, this complaint followed.
  
  At this time, Deckorators is still evaluating the current condition of the product. To assist the customer, ********************** is dispatching a Field Specialist to inspect the deck in person. Based on our experience, we believe the appearance issues may be addressed through proper cleaning using approved products and tools. The Field Specialist will attempt to clean a test section of the deck during the visit. If those efforts are unsuccessful, a sample of the product will be taken for additional laboratory testing.
  
  We remain committed to addressing customer concerns fairly and professionally, and we appreciate this customer's continued patience as we complete our review.

  Customer Answer

  Date: 07/23/2025

  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.
  
  I was told this same thing 6 weeks ago and a representative has not come to assess the condition of the decking.
  
  Regards,
  
  ***** & ***** ********

  Business Response

  Date: 07/25/2025

  Thank you for the opportunity to respond further regarding the complaint submitted by *** and **** ********.
  

  On Tuesday, July 22, 2025, Deckoratros contacted the homeowner to explain that the next step in the claim process would be to conduct test cleaning on the deck. We also copied our Field Representative on that communication, as he will be the individual performing the on-site visit. We informed the homeowner that he would be reaching out directly to schedule a date and time that works best. In response, the homeowner provided a one sentence reply, merely stating: "Yea, thats what you said six weeks ago."

  While we understand the frustration, we want to reiterate that we are actively working to move the process forward. Deckorators is currently awaiting the arrival of the necessary cleaning supplies and will contact the homeowner to schedule the appointment as soon as they are received. Based on our experience, we believe the appearance issues described can likely be addressed through proper cleaning using approved products and tools. If those efforts are unsuccessful, a sample of the decking will be taken for additional laboratory testing.

  Deckorators remains committed to addressing consumer concerns fairly and professionally, and we appreciate the Budingers continued patience as we navigate this claim.
  

  Customer Answer

  Date: 08/04/2025

  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.

  Field representative inspected the deck and did a test cleaning.  He agreed that the deck has permanently failed and that warranty claim in valid.  Have not gotten a response from Deckorators warranty department as to how this will be resolved.

  
  Regards,
  
  ***** & ***** ********

  Business Response

  Date: 08/04/2025

  On Friday afternoon, August 1, 2025, our Field Representative conducted an on-site inspection of the customer's deck. During this visit, a test cleaning was performed, and detailed photographs of the decks condition were taken. The Field Representative then promptly forwarded all relevant documentation and findings to our corporate warranty team for further review and processing. Just a few business hours later, on the morning of Monday, August 4, 2025, the Budingers filed the instant claim. 

  Deckorators remains fully committed to resolving consumer concerns fairly and professionally. Likewise, we ask for the Budingers patience as our warranty team carefully reviews the inspection materials and works to determine the appropriate resolution. Warranty claim evaluations require analysis by the appropriate team members and cannot be completed instantaneously.

  Moreover, should the Budingers have any questions or concerns, we would request that they engage directly with our warranty team to facilitate efficient resolution of this matter, rather than abusing this valuable platform.

  Customer Answer

  Date: 08/06/2025

  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.
  
  According to the BBB system, I have only 10 days to respond or the case will be closed.  It is not my fault that it took practically the whole 10 days for the representative to inspect the decking.  My original complaint was filed online with the Deckorators warranty department on 5/30/2025.  I did not get any confirmation that the complaint was in fact received.  I had to call ******* ****** everyday for 3 days to get her to confirm that my online claim was received.  At that time 6/3 she said that a representative will schedule an on-site cleaning and inspection.  She never passed on the claim to the field representative.  I had to get the BBB to help.
  
  Regards,
  
  ***** & ***** ********