ComplaintsforCap City Decks & Patios
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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 4/13/2023 we entered into a contract with this company for a pergola on our patio. On 5/27 it was installed. Unfortunately, within a year, the craftsmanship is already failing. When viewing the attached photos, you can clearly see the fixture bowing in multiple places - no longer level or straight. Reached out to the company multiple times via email with no response. Reached out to our contact within the company, ****, dismissive verbally & then no response. The companies 2 year warranty claim is false & fraudulent. Since they are clearly unwilling to uphold their warranty nor service & correct their mistake, I am requesting a refund of the payment I paid them to pay to remove the structure to prevent further damage to the property.Initial Complaint
10/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We contracted w/Cap City Decks & Patios (CCDP) for a deck tear out, redecking w/TimberTech (TT) PRO boards, porch screen repair, and a TT Solid Skirting completed 15Jul23. The total cost was $16,620, but this complaint specifically addresses our TT redeck of $9,460. CCDP is a qualified TT installer. While walking on our deck 21Jul23, an installed TT PRO board cracked. We contacted the TT Warranty Department to place a claim and they discovered CCDP incorrectly installed our TT PRO boards on 16” joist spacing (att5-15). Per TimberTech-PRO-TimberTech-EDGE-Specialty-Decking-Installation-Guide (att2), diagonal installation of deck boards require a gap no larger than 12” between underlying support joists (ref 3rd image pg4). Pg6 states the maximum joist spacing for TT PRO is 12” for deck boards installed at a 45-degree angle to the joists. Per att3, TT Warranty email chain 20Sep23, “The Installation Guides are written to meet code for safety. If the decking is installed at a 45-degree angle, then the joist spacing should not exceed 12" oc.” Per att1, CCDP contract para5 pg8, “Once work has started on your project any additional unforeseen work will be presented to the homeowner prior to completion and will require a change order.” Add’l, para7 pg 8, “Cap City gives a 2-year craftsmanship on all work performed unless otherwise specified in contract. Craftsmanship warranty DOES NOT cover materials in any way.” No unforeseen circumstances were ever presented to us and our material is failing as a direct result of poor craftsmanship. We have tried to resolve this problem w/CCDP (att4 text chain) w/o further response (last inquiry 11Oct23). The improper installation of TT PRO has led to a cracked board, loss of our 30yr TT warranty, multiple weak areas likely to crack, and an unsafe deck. We request remedy of the situation under our 2-year craftsmanship warranty or a $9,460 refund so that we may repair our deck to meet building and safety code.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.