Quality Custom Decks

Complaint: [redacted] I am rejecting this response because:I cannot except the response until the work has been finishedIf we cannot leave the complaint open until this is been resolved then I guess we have to decline the response until the work is finishedRegards, [redacted]

This gentleman did enter into a contractual agreement with Quality Custom Decks to build a patio cover The salesman on QCD's behalf was [redacted] This gentleman did in fact call our office in [redacted] and explained that he lost his employment, and needed to cancel the contract I told him that I sympathized with his misfortune, but that contractually he was obligated for the 20% cancellation fee While it is true that the project had not begun, it was explained to the customer that some expenses were incurred on our behalf Once the contracts are submitted, our Company prepares CAD drawings for the upcoming project and goes through plan review with and engineer We also reserve the material, in advance, with our supplier Another reason for the cancellation fee is that once that job is sold, it goes into our upcoming schedule This may push any subsequent bids to be further out, which may cost our Company the ability to secure future sales in place of this unexpected cancellation All of this was explained to the gentleman.The other issue is regarding the business practices This gentleman stated that he "was told by [redacted] that I can just disregard that because the job was months out and I could cancel at anytime and the company wont press the issue" It was explained to the gentleman that this is strictly against our policy This gentleman stated that he had recorded the conversation with ** [redacted] , and could prove it all true We asked him for a copy of the taping, so that we may confirm the illicit allegations, and handle the matter internally with our salesman He responded "you can get it in court" When pressed, his proof changed from a tape to a witness After that, no credence was given to his claims of "crooked business practices".We did offer mediation, to the gentleman, which is stipulated in our contract

Complaint: [redacted] I am rejecting this response because: Sir, do not put words in my mouthI remain extremely displeased with the service your company provided and the customer service provided is not in keeping with an A+ rated business My request remains that 10% reduction is in order not only for the delays but for damages incurred due to the company repeatedly failing to fulfill promised work daysIn addition, any claim that lies from QCD staff were due to my actions are made upI remind you again that the initial comments made by [redacted] were during the INITIAL inquiry as to why work hadn’t startedI only became agitated once your employee told me that there would be an addition week wait due to your company’s failure to properly schedule work and order supplies Regards, [redacted]

HelloI have tried to explain to this customer that per our signed contract: Section 6) Warranties and Service "Quality Custom Decks does not warranty against surface cracking, end checking, shrinkage, or variation in color" This gentleman's issue is with surface cracking of the wood Our representative did inspect the material and deemed it to be surface splits only and non-structural If at any point the splitting/cracking were to jeopardize the structural integrity of the wood, we will replace it free of chargeThank you [redacted] [redacted] Operations Manager Quality Custom Decks [redacted] jmailto: [redacted]

This claim is a total mistake by the homeownerAfter showing him the contract and the drawing that reflected exactly what we were supposed to buildThe home owner said he had a different drawing and contractSo we said show us the contract and drawing and we would gladly make the changesSo the homeowner went into his house and brought out his copy of the contract and drawing and it was his copy of the exact same thing that we hadHis comment at that time was that he had made a mistake and he would have to contact the Revdex.com and tell them that this was "MY BAD"Meaning his mistakeAlso I would like to add that this customer never called or tried to contact us he just went straight to the Revdex.com and complainedIf he would have contacted us this complaint would have never been madeI would appreciate it if the customer would request to have this complaint removedThank you

The complaint has been resolved and the consumer is happy Thank you

Revdex.com: 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]

This a rejection to this responseI will not build something that the company did not agree to build you

The pergola was built to the specifications agreed upon between the customer and our designer, however it is never our intent to deceive and we strive to always make sure the customer receives what they paid for If the pergola is not providing the shade that the customer had hoped for, we can remove it and redo the hand rail section as well as refund the cost of the pergola If the decision is to look into possibly adding additional coverage to provide more shade, we can definitely see what the best price we could provide that for, to remedy the problem We are open to hearing what solution will be acceptable with the customer

We have contacted this customer and are in the process of rectifying any issues that they are having

Complaint: ***
I am rejecting this response because:Quality Custom Deck employee *** told me multiple times that my job was delayed because the scheduler did not schedule my job and did not order materials. Not a supplier issue. I was NEVER told that it was a supplier issue until the owner (***) called me from Missouri yelling at me and calling me a liar until I offered to show him the emails that proved I was telling the truth. Time and time again I was given deadlines that were not met.I threatened no employee and to claim otherwise is a flat out lie. I expressed my displeasure with this company multiple times because of their failures.To the claim that the job was completed on time: The job was to start on 9/11. It did not start until 9/which was beyond the commitment contrary to the business' claim that work started "on time".The independent contractor who actually completed the job expressed the same frustrations and stated that in jobs he's worked on for this company he's seen the same issue almost every time. If you want an honest opinion of what dealing with me as a customer is like, ask the contractor. He would dispute every claim you make against me. I even had to have the contractor come back out because the company failed to include an item in the drawing given to the contractor.*** - if you honestly believe that I am making this experience up then your employees are lying to you. *** made promises that were not kept & never once stated that my deck color choice was "custom". In fact, he told me that you buy that decking by the train car and have a huge supply kept on hand locally because you supply every deck company in San Antonio with materialAnd *** told me multiple times that your company failed to process my job correctly and directly blamed it on Will. If they lied to me, then they created this issue. Not me.
Regards,
*** ***

mr *** job is complete and paid in fullthis job was completed on schedule according to our contractour contract clearly states we are in no was liable for supplier delays as was the situation with the custom color decking mr *** orderedhe was told this multiple times while he was
berating and threatening to quality custom deck employeesmr *** *** went above and beyond to drive to Missouri to pick up mr *** material to complete his job on time

Hi Mr***,
As per our conversation. I have contacted and made arrangements with Mr*** (12/12) to complete the warranty repairs required. I myself will follow through to insure that these issues do get taken care of to the customers satisfaction
Please give me a call if you are in need of any additional information
Thank-you and have a great day
*** ***
*** ***
Quality Custom Decks
*** ***
***

Unfortunately, that is the only viable solutions that we can present. It is not an option to leave the arbor, built as agreed upon, and refund the cost in full

Legal threats were never made. The first time any legal matters were brought up was when *** said "we could hear the recording in court". If canceling the contract and not charging the 20% cancellation fee will make this gentleman happy, that is acceptable. Thank you

Complaint: ***
I am rejecting this response because: After a light rain last night (December into December 17) the roof leaked againIt seems apparent that the roofing was installed incorrectly by someone who stated he'd never installed roofing on a home before - only a barn, or that the structure is defectiveIn either case, mold/mildew has now formed on the underside of the patio cover because of the persistent leakFive months has passed and the work is still not done correctlyAs for the 20%, there is no indication on the contract of any discount nor did Mr*** ever mention that a discount was being given when the contract was signedThe company's website shows "#Special - 20% off all custom patio covers and shade arbors." This can be seen online at ***.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have attached the original drawing of the contract proposalI circled the areas indicated where sets of steps were required (as indicated by the arrows shown in the original drawing)Due to the fact that the residents are in their late seventies, all sets of steps are mandatory for safety concernsTo date only sets of steps have been built. In my heart, I have forgiven the company & contractors for their transgressionsI leave it to would be customers to decide for themselves if they would allow this company to bid on any building project
Regards,
*** ***

We offer a One year warranty on wood that becomes faulty or defective. This deck, as stated by the customer, is much older than that. We did have a representative of our company go out to speak with the customer, at which point they became verbally abusive. We feel it would be an
unsafe work environment to send any of our employees out to this residence. We would not be interested in pricing the repair costs for this job due to this unsafe work environment

We are in the process of fixing the issues relating to this customer. Within the week, we hope to have everything taken care of to the customers satisfaction

Complaint: ***
I am rejecting this response because:While I appreciate the suggestions made by the business, those are not satisfactory for our situationSince this deck was completed, it has since been stained and sealed to protect the woodTo come in and take down pieces and/or reposition the pergola would only cause more time and money out of our pocket
Regards,
*** ***