ComplaintsforAlabama Decks & Exteriors

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We have no issues whatsoever with the quality of the actual work that was performed; the issues are with the lack of communication and incorrect information that was provided throughout the process, as well as the excessive delays in completing the project. We were told things would happen on certain schedules, and those schedules were not met nor was there ever any explanation or even an apology for failing to meet those schedules. We reached out to them online in early October 2021 to start the process. Work was originally scheduled for January 2022, but on January 28, 2022, we had to contact them to get an update. It was two weeks later before the work was scheduled. There was little to no communication from the company during the entire process. We had to initiate nearly all communication. We were told the project manager would be on site at least once every day work was being done; we never saw the project manager on any of the five days work was done. On at least six occasions, we were told things would be completed/information would be provided by a certain day and time; not only did these things not occur on time, but there was never an explanation. When the wrong parts had been ordered and we notified the project manager, we were told they would be ordered overnight. It took 12 days for the parts to arrive. Once they arrived, it was three more days before work resumed. What we were first told would take to to three days turned to four once the work started; it ended up being 33 days. There are specific details in the attached documents for the entire process. There is entirely too much to express clearly and accurately in a 2,000-character limit here. In addition, all three payments (deposit, partial payment when work began and balance due after final walkthrough) were made on time and payments were delivered directly to the business.

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/31) */ Contact Name and Title: ***** ****** (Owner) Contact Phone: XXX-XXX-XXXX Contact Email: *****@alabamadecks.com Mr. ***** thank you for making these issues with your project known to me. I sincerely apologize for any inconvenience that the lake of communication and project delays caused you and your family. It is definitely not how we conduct business and I wish I had been made more aware of the situation and things would have would have been handled differently. I am willing to meet and come up with an agreeable resolution to handle this situation, so that we can close this case out. I will reach out to you and we can schedule a day and time to get together to discuss. Again I sincerely apologize, the finished product turned out great, but that is no excuse for my company under performing on our customer service. I will do my best to make everything right Consumer Response /* (3000, 7, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I appreciate Mr. ******'s sincerity and prompt response. However, the process has already taken entirely too much of my time away from work and other things. Too much time was wasted waiting for responses/on-site activity that I was told would occur and didn't. I am more than willing to discuss as necessary to reach a mutually agreeable resolution. I'm in favor of that either being through BBB; if that's not possible, then we should communicate in writing via e-mail. Prior to any discussion, I think it would be helpful for Mr. ****** to see the detailed notes that were submitted as a supplemental document for this complaint. I'm fine with BBB providing that document to him; if I need to send it to him directly, I will do so. Business Response /* (4000, 9, 2022/04/04) */ Mr. ***** thank you for your response, we are willing to work with you to come to an agreeable resolution to the delay issues as well as the lack of communication with you on this project. What do you think is a fair deduction of cost from project, to make up for the issues you had? Thank You ***** ****** Consumer Response /* (4200, 11, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ******, first, I would like you to see the detailed notes that were provided as a supplemental document and review those. Then, I'd like to know what you think is fair/appropriate given the circumstances. If the BBB has not sent that to you, I will gladly e-mail the document to you. Business Response /* (4000, 13, 2022/04/05) */ Mr. ***** I have reviewed the documents you have sent over and I have handled the issues internally with Chase, he has reached out to you via email to offer his apology, I feel a fair monetary agreement for the lack of communication and project delays would be in the amount of $1,500 which amounts to the majority of the commission that would have been paid to Chase, I hope this meets your requirements and we can close this complaint and you can move on and enjoy your beautiful new deck Thank You ***** ****** Consumer Response /* (4200, 15, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ******, I apologize that these concerns have been an inconvenience. For the sake of allowing you to move on and not be bothered further, I will agree to this. Please mail the check at your convenience. At such time as the check is received, I will notify the Better Business Bureau that this issue has been closed. Consumer Response /* (2000, 18, 2022/04/12) */ The check from the business was received today (4/12). The complaint has been resolved per the terms provided by Mr. ******. I would like to again apologize to him for the inconvenience he encountered relative to this complaint.

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