Quality Custom Decks

Complaint: ***
I am rejecting this response because: they came out on 10/and said they would come back to do the repairs but it has been a week and they have not come back or responded to our attempts to reach them againVery frustrated.
Regards,
*** ***

It is our intention to address the issues as quickly as our service schedule will allow for.

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

Hello. I 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 charge. Thank you.  [redacted] Operations Manager Quality Custom Decks [redacted] jmailto:[redacted]

This a rejection to this response. I will not build something that the company did not agree to build 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 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 2 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:  It is FALSE.  Your representative was NOT spoken to or treated in anyway to make them feel it was an unsafe job.  I spoke to [redacted] two weeks after that person came out and he offered to repair the deck along with the additions at our cost, but with a 20 percent discount.  So how is it that the rep that came out felt threatened , but we  were offered to have the services we are asking for ?  Try another line.  I personally do not want your business coming to do anything for us any longer.  I just think people should know what to expect if they choose to work with your company.

Complaint: [redacted]
I am rejecting this response because:Have been receiving this response for weeks. Have never received a communication from the company to rectify the issue
Regards,
[redacted]

Our service calls have been behind for the better part of the last month due to all of the inclement weather.  We have been able to get caught up now that the weather has been better and will absolutely take care of this customer and any problems that they are experiencing.

Complaint: [redacted]
I am rejecting this response because:In order to complete the [redacted] warranty claim I need from Quality Custom Deck: ‘A detailed estimate’ for re-skinning of my deck. I requested this 10+ days ago, at that time I texted to [redacted] my original contract and drawing to assist with my request. If I can get this detailed estimate from Quality Custom Deck I can then close out this Revdex.com complaint and take this up with [redacted]. Thank you.
Regards,
[redacted]

Mr. [redacted] had contacted us for an issue with his composite decking. It was a matter of discoloration on the composite decking. Quality Custom Decks warranties materials and labor for one year.  After said year, his claim is with [redacted], the manufacturer, who provides a 25 year limited...

warranty. Mr. [redacted] was advised on how to put in a claim with the manufacturer. That being said, the deck in question was built in March of 2015. So Mr. [redacted]'s grievance is with [redacted]. Not Quality Custom Decks. If you require any additional information, please feel free to contact me here at our offices. Thank you.     [redacted] Quality Custom Decks [redacted]

Complaint: [redacted]
I am rejecting this response because: #1 It is true that I made a mistake as my original design drawing did not have an access panel as I wrongly stated. The original drawing did most certainly show 4 sets of steps. To date only 2 sets have been built. #2 I spoke with Jeremy on site on 3 occasions to remind him of the need for an access panel and the 2 missing steps. Jeremy did agree, as Quality Custom Decks authorized representative, to build the access panel and 2 remaining steps and his response was it was easy to do, very minor in work and would be completed with ease. Due to inclement weather, Jeremy left the built site with the promise to return to complete the work. Over the next 3 weeks I contacted Jeremy 3 times. Jeremy promised to return to complete the project. This is my justification for my original complaint. Promises made during and after construction should be kept as a matter of good business practices. Hopefully management of Quality Custom Decks will realize the importance of promises made, promises kept and avoid future disputes with customers.
Regards,
[redacted]

After the patio cover was installed we were notified by Mr. [redacted] that roof was leaking, flashing was installed before the next rainfall. After a rain, we were told it was again leaking. We then had a roofing company install larger flashing. After another rain the leak persisted, this time ...

our roofer was sent to install a gasket specifically designed for v-metal roofing to prevent a "back-flow" of moisture due to the low pitch of the roof. If there is a problem going forward we will address any  warrantee issues until resolved. A 20% discount was included on the original contract, although, the advertised discount that Mr. [redacted] is referring to was for Custom Decks, and not for patio covers

I apologize to this customer that he feels his calls have not been to responded to in a proper and timely manner.  I will have a service crew contact this customer as soon as possible.  We will make every effort to correct any issues with the construction of this deck that falls under the...

guidelines of warranty as described in our contract.

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

Complaint: [redacted]
I am rejecting this response because:your agent came out and AGREED that there was a problem and said they would replace it. He even said that the wrong wood was used and that they'd had a problem with the salesman ordering this incorrect wood in the past. How can you now say there is nothing wrong when your own agent advised that it is a recurring error??!  You have installed bad product and are refusing to correct this. We were told you were scheduling the repair on your last response. Your replies have been inconsistent. you need to schedule the repairs as promised. 
Regards,
[redacted]

This claim is a total mistake by the homeowner. After showing him the contract and the drawing that reflected exactly what we were supposed to build. The home owner said he had a different drawing and contract. So we said show us the contract and drawing and we would gladly make the changes. So 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 had. His 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 mistake. Also I would like to add that this customer never called or tried to contact us he just went straight to the Revdex.com and complained. If he would have contacted us this complaint would have never been made. I would appreciate it if the customer would request to have this complaint removed. 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]

I am having some trouble understanding what to do with this complaint the job is completed Mr. [redacted] is satisfied with the work and has paid in full. Mr. [redacted] material was a supply issue that is what I am stating is a fact. Whatever any employee told Mr. [redacted] about any other employee under diress of Mr. [redacted] yelling at them it's inconsequential as he is satisfied with the final product. I will state again the quality custom decks has gone above and beyond for customer satisfaction and we are very pleased that Mr. [redacted] is happy with the product he has received