Chisel Point Landscape Designs

Initial Business Response /* (1000, 5, 2015/12/08) */
Contact Name and Title: Kevin D[redacted], Owner
Contact Phone: [redacted]
Contact...

Email:[redacted]@chiselpointld.ca
[redacted] The customer did not raise concerns about the deck until several weeks after completion, and AFTER complimenting, IN WRITING, the quality and appearance of the deck. He makes claims that our company purposely damaged his deck, including breaking one of the boards and drilling through another board, neither of which were caused by our company[redacted]. Each time we arrived to either complete a part of the deck, after the initial construction (for flashing, for a step, for additional railing, for skirting), the customer complimented the staff on site and rarely raised concerns. The customer claims that the cracked board "has to" be the responsibility of the builder, however the customer supplied photographs for an unrelated issue on August 12, which clearly shows the area in question, and shows no sign of a crack or chip on that specific board. Further to the claim of the "drill hole", the customer did not raise this as a concern at all until the owner's last visit on the site, leaving 2 - 3 weeks between warranty visits without saying a word, and then[redacted] accusing the owner of the company of purposely damaging his deck. [redacted] He has recently exchanged emails with the owner of the company in which he has flat out lied about certain aspects of his complaint, and has attempted to make claims that statements were made in regards to his ENTIRE landscape, which we installed for him, which simply were not accurate. After an email exchange, in which the customer was very threatening and again misleading in his claims, he admitted that he was "threatened" by the company having consulted our lawyers over the issue surrounding his deck, which WAS completed to the contractual obligation. [redacted] This customer was EXTREMELY limiting on his budget, and was given a structurally sound, solid deck which actually has gone over budget (of which the customer is aware), and yet the customer believes more should be added to the deck without having to pay for more, and feels that his "demands" are fair and warranted, which they are not. He is attempting to undermine our company and any resolution that was being worked on privately between himself and our company, and constantly makes claims against the quality of the deck that are misleading and outright false. The deck was built adequately. [redacted] The resolution he proposed here was already responded to via email,[redacted]. At this time, the customer has gone to excessive lengths to undermine and sabotage any attempts for a resolution, and corrode the working relationship between our company and the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] the Deck boards which have been rising have not been addressed at all. That was my main concern. I pointed it out to the company many times. There resolution was to drill 4 bolts down on the end board which didn't do anything other than make the deck look worse than before. And that is when the drill hole appeared. The cracked board appeared after the dirt got washed off the boards.[redacted] The company still insists that the seams are needed but then why wasn't the top deck done in that matter? Funny thing is the top deck has no issues other than the cracked board. [redacted] I have been more than patient with this company, [redacted] and yet I had to chase them to fix a number of issues that were not resolved [redacted]. The last face to face interaction we had is the owner said multiple times that he would refund the money we paid for the deck, and stated $2200 for the deck. He also backed away from that and got his lawyer involved. Everything we have done, I had to point all their mistakes and deficiencies over and over again. [redacted] All I want is the Bottom Deck Fixed and the cracked board and the drilled board fixed. [redacted]