Deckmasters Technologies Inc

Our carpenters will be out to perform your service within the next week.Thank you for your patience!

The issue with Mr. [redacted] gutter will be address within the next few weeks.  We have made a couple adjustments since the install. 
Mr [redacted] is out of the office until October 2  and at this time I cannot schedule a specific date and time but he will address upon his...

return.
[redacted]
DECKMASTERS
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: Our deck was built by Deckmasters in 2005. We have our paperwork which states a "Lifetime Guarantee that includes a lifetime workmanship warrantee that gives you 100% complete protection for as long as you own your deck" We contacted Deckmasters via phone in July 2014 to notify them of a serious safety issue that occurred on our deck stairs that they built. We heard a loud snap and the top stringer on the stairs cracked, causing the top set of stairs to "sink" 1" and exposing the nails, and tearing apart the railing.

I spoke with a representative [redacted]" who said that a [redacted]" would call us to schedule a service call to analyze the problem. We never received the call. We called again on August 8th 2014. [redacted] again told us to email them pictures to show what was happening. We emailed the pictures that day. We received an email confirmation on August 19th that they had the pictures and that a representative would call us in a few weeks to analyze the problem. We never received a call. We consulted with an architect who said that the stairs were not properly supported.

We called again and on November 14, 2014 a man named "[redacted]" left a message on our phone and said he would like to come over to look at the issue. We called back that day and informed him on a message that we would not be home during the day, but he could look at the deck, or wait until we were home from work. We never heard from [redacted] or Deckmasters again.

On December 12, 2014, we again called [redacted]. We left a message on his cell phone (###-###-####) and we have never received a returned call or had any response from DeckmastersDesired Settlement: We had several bids on our deck. Deckmasters was not the cheapest, but we felt more comfortable using them since they offered a warrantee on their workmanship. We want these stairs repaired and we will have an independent architect confirm that the repair is satisfactory. These stairs were inadequately supported and they are collapsing. We have not been able to use them since June of 2014 and the lack of response from Deckmasters is disappointing and in violation of their agreement to warrantee their work. Waiting an entire year for a response is excessive and unreasonable.

Business

Response:

Our carpenters will be out to perform your service within the next week.Thank you for your patience!

Review: We contacted Deck Masters for an estimate on repairs to our deck which was damaged by a tree falling on it. They stated that there would be a$100 fee, nonrefundable if they didn't do the job. Made appointment to discuss repairs for 4:30PM on10/21. [redacted] was no show/no call at 5:10. Called him twice; no answer. Husband said [redacted] did same thing for initial estimate. Called company office twice on 10/21. I said that this guy was a poor representation of the company's professionalism . They never called back. I had to leave at 6:00 PM for another appt. Called again on 10/28, left message. Called again on 11/4, left message. They never responded. I am extremely disappointed that they are fraudulently keeping our estimate money. After all this, we would like our $100 back.Desired Settlement: We would like our $100 back. They should have responded to our calls. Their phone # is ###-###-####.

Business

Response:

In response to the customer complaint, here is what has transpired since:

[redacted], owner of DECKMASTERS North West, went to see Mr. & Mrs. [redacted] on Saturday November 9, 2013 afternoon. They decided to replace entire railing and a couple of damaged floor boards instead of just what was damaged by the tree that hit there deck and railing. The $100.00 DECKMASTERS charged for the written proposal, which the homeowner turned into their insurance company, was deducted from the contract they signed with DECKMASTERS North West as per our original agreement. The [redacted]'s signed a contract, and gave [redacted] a check for the down payment amount of $360. [redacted] deposited this check after leaving the appointment.

Saturday evening the customer called and said that after looking at finances, they had decided not to proceed with the project until maybe spring 2014, and requested the deposit check be returned. Per DECKMASTERS policy, [redacted] told them to fill out the right of rescission and mail/drop off to him, and he would mail them a refund check as soon as he received the rescission paperwork. Mrs. [redacted] dropped off the paperwork Monday afternoon and [redacted] mailed a check out Monday, November 11, 2013 (Veterans Day) to them.

On Tuesday, November 12, 2013, Mike received a call from the customer saying by us depositing the down payment his account was over drawn.

At this point, DECKMASTERS North West has no further outstanding business with Mr. & Mrs. [redacted], since they cancelled their contract with DECKMASTERS.

Again, the original $100.00 charge for the written proposal prepared by DECKMASTERS North West, and was used by the customer to submit a claim to their Insurance Company and is not subject to a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that we will accept this resolution even though we remain disappointed in the efforts we had to put forth to obtain satisfactory customer service. As a matter of practice, we were surprised to see the check deposited before the cancellation period.

Regards,

Review: I had a roof built over my concrete pad in the rear of the house. The roof gutters were spliced into my existing gutters. The gutters continue to leak at the joint where the two meet. Deckmasters has come back a couple of times to repair the joints. The joint continues to leak as the gutters do not drain to the downspouts. I have called deckmasters several times over the last 3 years and have been told that they will get to it. I recently was told that the owner will contact me and he never did. I have a lifetime guarantee on workmanship and feel that the this should never have occurred if the during the original construction, standard work practices would have used. The gutters need to be adjusted so that the rain water will flow towards the downspout and not collect at the joint. I feel that I have given Deckmasters plenty of opportunity to resolve this issue , but have not received any feedback except that they will get to it.Desired Settlement: Come back and adjust gutters affected so that water will flow towards downspouts. This should include resealing joints between the old gutters and the new ones installed by deckmasters.

Business

Response:

The issue with Mr. [redacted] gutter will be address within the next few weeks. We have made a couple adjustments since the install.

Mr [redacted] is out of the office until October 2 and at this time I cannot schedule a specific date and time but he will address upon his return.

DECKMASTERS

Review: I have 2 deck posts that are rotting in the ground and trim around deck is pushed out causing gaps in the floor I called them on 11-9-2015 Pat was here 11-20-2015 and said they would be back to fix in 2 weeks Never have they contacted me I called again on 03-15-2016 and left message

Business

Response:

[redacted]I did visit the job last year. Two post have some rot around them.I told him that I do not guarantee the posts since I did not make them but, I would surround the small rot area with concrete as to stop any more rot.I ran out of time last year, but I will do this free service for him this spring. I did not promise and timeline last year.Also some vinyl decking has expanded and moved slightly.I told the customer I would adjust the flooring at the same time as I concrete the post.Spring is a very busy time, but I will try to do these free services this spring.Thanks,Pat

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.