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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Lone Star Patio built a cover over my back deck. I paid approximately $23,000 for the deck cover and fan installation. The cover was completed in February of 2022. When it finally rained, I noticed the cover was leaking in one area. The builder told me the substance they used to seal the deck cover might not cure properly due to the frigid temperature on the day it was completed and said to let them know and they would come out and fix it. Once I discovered the leak, I texted the builder and he said he would come out and fix the area leaking. After texting and calling for over a year now the leak has not been fixed. At this point my patience has run out and I feel they have no intension of honoring their warranty and are just hoping to string me along until the end of the 2-year warranty period.
Business response
07/20/2023
Lone Star Patio has attempted to fix the issue (leak) on April 25, 2023, since the issue was not fixed, we went back to address the issue on June 13, 2023. Once again, the issue was not resolved, and we have scheduled to address the issue on Friday July 28, 2023.
Customer response
07/26/2023
Complaint: 20010303
I am rejecting this response because:The leak has not been fixed as of today. They have attempted to fix the leak on two separate occasions without success. I am hoping the next attempt will be successful and I can close this complaint.
Regards,
*******************Business response
08/02/2023
We attempted to fix the leak Friday 7/28/2023. Unfortunately, we will not know for sure if it completely fixed until it rains again. We will progressively continue to monitor the situation. We apologize for any inconvenience and appreciate your patience.Customer response
08/04/2023
Complaint: 20010303
I am rejecting this response because:With the severe drought in place, I am unable to test whether the leak is fixed by other means and will have to rely on a good rain in the future. I appreciate the company attempting to fix the leak on three different occasions, but I will have to wait to ensure the leak is indeed fixed.
Regards,
*******************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.