Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10.12.2023 Consumer notified BBB via phone that the business has resolved her complaint. hide their poor workmanship and I was willing to settle for that which was an easy fix. I told him I didn’t care if I had to pay (but it is rather unfair because I did build the poor posts workmanship) On September 1, 2023, I decided email the manager in the office “Avry” and attached pictures of the gate/posts. Avry replied that he appreciated the pictures and would see if he could get me more help. I have not heard from anyone since then. At this point, what I would like to happen is that ******** ***** *** **** at their expense, pull out the posts and make the build correct for this gate. The other gate is perfect. I am attaching pictures of the well built gate posts and the other gate posts for the second gate that is not built correctly. Thank you. Sincerely, *** ******.

  Business Response

  Date: 09/27/2023

  Notification of BBB complaint was received on 9/25/23. Customer was attempted to be contacted on 9/25/23 via phone (left voicemail) and email to discuss resolution.
  

  We pride ourselves on our professionalism and delivering high quality products and services and are regretful this valued customer has had this experience with our team. Our delay/lack of communication in this instance  is unacceptable and necessary actions have been put in place to address people and process to ensure it does not happen again. Upon receipt of concerns on 9/1, the customer was to be contacted to determine a time which works with their schedule to review and discuss a path forward on-site prior to scheduling any re-work. This did not happen and for that we apologize. 

  
  The discussion around additional charges was mentioned, in effort of transparency, as a possibility depending on the extent of any re-work. We work closely with our customers and will always have open dialog surrounding any work in order to come to a fair and mutual agreement. 

  
  With respect to the quality of construction two gates on this job were constructed with consideration of the surrounding environment, durability/longevity, and aesthetics. In the instance of the post/gate of complaint, several factors contributed to an aesthetic which varied from the gate the customer referred to as perfect. Given severe grade change/slope on this side of the property, options with respect to gate position and direction of swing, and therefore hinge placement, were limited. Rails and pickets were added to the face of the corner post in an effort to provide a congruent aesthetic without sacrificing functionality, durability, or quality of the gate. 

  
  At the end of the day our customers' satisfaction is our primary goal and we look forward to the opportunity to discuss and resolve this in a timely manner.