Sundecks of Richmond, Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Hopefully the pictures help somewhat.  The tubular railing has pulled away from the original mounting position; I think that is pretty well captured by the pictures.  The framework has pulled away in places from the wood underneath, possibly due to the porch shifting.  Screws have been pulled out and some were broken.  As a result of the framework shifting, many of the panels either don't move anymore or are very tight.  The panels are not terribly strong and I suspect that some of them have bent as the framework moved; hopefully they will bounce back to their original shapes so that they will slide freely once the framework is adjusted.
The door handle was installed upside down and the door itself won't close; I suspect that the framework for it has also moved but also the flooring may have moved or swelled such that the bottom of the door runs into the boards.  There are other gaps that have opened up as well which are not easily seen in the pictures.  
The closer for the door was also not installed securely, which is shown by one of the pictures.
This list is not exhaustive but hopefully covers the major items so that your technician will know what to bring with him and can fix/adjust anything else that he may run across.

[redacted],
  I'm responding to the above case for Sundecks of...

Richmond.
  I am completely sympathetic with Mr. [redacted] regarding his frustration in trying to have his [redacted] mini-split unit repaired. In 30+ years of being a contractor I have never had such an experience with a supplier. [redacted] has the worst customer support of any company I have ever worked with and has done virtual nothing to help us repair the faulty unit that was under a full warranty. 
  I have had 3 different HVAC mechanics go to Mr. [redacted] house to attempt to repair his mini-split. They have all contacted [redacted] only to be told the wrong solution, been given the run around, not had calls returned, been sent parts to install that were not broken and deny any warranty claims. To date I have spent almost $1500 in service calls and have bought about $500 in parts ( even though this unit was under the manufacturer's warranty) .To say this experience has been frustrating, both for Mr. [redacted] and myself, would be an understatement.
  We pride ourselves in solving customers problems as soon as we can and normally this would have been resolved in a matter of a week or two, with a little help from [redacted]. Due to my recent traveling I have told every mechanic that has visited the [redacted] to do whatever it takes to solve the problem and I have even bought parts that should have been free due to the warranty just to get it fixed.
  As of now, the last HVAC mechanic to visit the [redacted] house has suggested looking for a compatible exterior unit or contacting [redacted], which sells the [redacted] units. I will be back n Richmond onAugust 20th and will make every effort to see if these solutions are viable.
  Thank you for your attention to this matter and I will update you on future developments regarding this issue.
[redacted]

Review: Jim D[redacted] built a screened in porch for us during summer 2015. During the spring we contacted him with maintenance concerns and emailed him pictures of what the problems were. Mrs. [redacted] spoke with him and he stated that he no longer had a crew in our area that he could send out. She indicated that she understood his situation but the problems needed to be addressed and resolved. He stated that he would figure it out and get someone out here to fix the problems the following week. This never occurred. Mrs. [redacted] called him on 4 August 2016 and left a voice mail requesting information about when he would be sending someone to do the work. She works for the school system and will be returning to work soon and wanted to be home when the repairs were done. Mr. D[redacted] has not returned her call to date.

I first emailed him in April 2016 and included pictures of the major concerns. If I am provided an email address for your office I would be glad to forward that email to you so that you can see when I sent it and the type of repairs that need to be done.Desired Settlement: We would like Mr. D[redacted] or an employee of his to repair the issues we have with the porch. This would include fixing the railings which have pulled loose, the improperly installed door and hardware, the EZE Breeze panels which no longer move properly, and other minor concerns.

Consumer

Response:

I can provide emails showing that the construction did not start as early in the spring as originally stated on the contract. I also included a scan of my wife's notes regarding her contacts as well.Final check to Mr. D[redacted] was on July 14, 2015. We contacted him within one year and I can forward that email to you. Everyplace we have lived in the past had a one year minimum warranty by law on construction and we assumed that was the case in Virginia as well. Please let us know if you need further information.Thank you.[redacted]

Business

Response:

I was called a couple of months ago regarding some maintenance issues for the [redacted]. Nothing seemed to be anything major, just a few punch list things, and I informed them I would send someone to repair them. Since then my father in Texas has passed and I have spent the better part of the summer resolving estate issues in Texas and Mexico.Please apologize to them and inform them I will contact my supervisor, Bobby G[redacted], in Richmond to get someone out there soon. I spoke to Bobby regarding this matter and gave him their contact information, however, should have followed up. I was unaware there were any pressing issues that warranted a complaint. The [redacted] were terrific people to deal with and I did not mean to leave them hanging. I hope to return in a couple of weeks, but either myself or someone from Sundecks will call to arrange to meet them and take care of their issues.

Owner refused to honor our warranty, ignored my calls and messages, and finally lied about correcting the situation. He never fixed the problem.

Review: As part of an addition to our house, Sundecks of Richmond installed a [redacted] brand min-split heat pump consisting of an outside unit, and two inside units. The heat pump was operational in August of 2014. In early January of 2015, we noticed that the heat pump did not seem to be working. At that time both of the inside units had the "defrost" light on continuously. I contacted Sundecks of Richmond on January 8, 2015, via email, about the problem, and they responded that they would have someone contact me. In late January, I was contacted by an HVAC technician. The technician tried to fix the problem during several visits, and by contacting the [redacted] service department. During March - June, the HVAC technician tried to work with the [redacted] service department to get help and parts to fix the outside unit. In July, a different HVAC technician looked at the outside unit. He also tried to get parts for system but was unable to fix it. Apparently, the parts for the [redacted] system are not available. I have asked Sundecks of Richmond to fix the [redacted] system, or replace it. I've also asked Sundecks of Richmond to refund us money so that we can have the system replaced ourselves. Sundecks of Richmond, promised a 1-year warranty on all work. The [redacted] heat pump stopped working after 4 months. 7 months have passed since we reported the failure of the heat pump, its time to get it replaced.Desired Settlement: We would like a refund of $3000. We will have the entire heat pump system replaced ourselves. We do not want to fix the [redacted] system because of the numerous problems in trying to fix it. It does not seem to be supported by the vendor.

Business

Response:

[redacted],