ComplaintsforToledo Deck and Fence Services

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 9th I signed a contract with Pine River Deck and Fence LLC to remove my present deck and rebuild a new slightly larger deck on my home. I gave *** ******** ,the representative of the company a personal check for $3500 for materials to be used for the construction of the deck. It was a partial payment for the total of $7500 to be paid upon completion. I was told that due to other jobs ahead of me ,construction would take place in August.On July 28 2023, boards that were to be used for the construction was delivered and left in my front yard. *** ******** contacted me shortly after wards and said they had one job more to do and I was next in line for the construction to begin. Also the materials delivered were not enough to completely build a twelve be sixteen deck that we agreed on. About the middle of August I contacted *** ******** and asked when I could expect work to start.I was told that he was short of help and didnt know when he would start. He finally showed up on Sunday August 27th to survey the old deck and also said that the materials delivered were short of the boards need to build the deck.He said that he would order the rest needed to complete the work.I asked what the delay was and he stated that he had been sick and also got into a physical disagreement with one of his employees.I texted him a few days ago and he did not respond back. Also earlier in a text he stated" No refunds" Its been three months now since I signed a contract and I have nothing to show for the money that he received. Its obvious now that he has taken my money and is not going to do what he was contracted to do All I get from him is excuses.Its been three months and I still am waiting.It been a breach of cotract ,false advertising and theft of my money .It doesnt look like he will ever build my deck .

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3/11/2023 we signed a contract for a 12×18 deck. When they first arrived he was having 2 young adults build this deck but they don't really know how to.do it correctly. He left them here making the post completely uneven. We left multiple text and calls about how unhappy we have been with the processof things not being done right. Now There are big gaps on the floor of our deck, cornor edges are completely done different and don't line up. The stairs has split wood and the railing for the post for the stairs are uneven. There are screws hanging off the floor and also the Deck ballisters. We alo told him we wanted him to use deck screws and he didnt so we have split wood places. His company has been working on this deck for a month and it needs to be torn down and we have to have someone else do it. We have paid him 7,000 for a deck we can't even use.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/26/22 I gave the owner, *** ******** a deposit of $1400 to wash and stain a deck and fence that his company installed last summer. I purchased > $500 of stain as instructed by him. Wood had to be power washed and dry before staining so eventually he sent someone to do the wash and said he would be there in 2-3 days to stain. No call no show, though the weather was ideal for completing this. After raining several times the fence was quite dirty again, so he later sent someone to wash the fence again, assuring me he would stain everything over the weekend. Again, no call no show. The fence is now dirty after more rain so I texted him to cancel the contract and return my deposit. He refused to do that without charging me for 2 power washes that became irrelevant due to his lack of follow through. Now that leaves are falling I most likely won't get this completed this year, exposing the bare wood to wet winter weather and further damage. Now that some time has passed inferior workmanship on the original job has become more obvious. For example, he installed 3 gates. None of them work properly and one is falling apart. Concrete around the posts is cracking and crumbling. When I mentioned this to him by text, I got no response.

  Business response

  10/19/2022

  [BBB Transcription via Email]

  *** ********
  Attachments
  7:44 AM (32 minutes ago)
  to me
  
  We took Half of the total cost as a down payment. We did have to work. We power wash the entire dock and we power washed both sides of the privacy fence twice. Due to the lack of manpower the application of stain was taking longer than anticipated. At which point the customer decided to fire us in demand all his money back
  
  We had already done half the work. As far as any other complaints with the craftsmanship of the deck or fence that was never brought to my attention until he demanded his deposit back. Per the contract he has to put that in writing within 30 days of his initial discovery. It must be submitted to Pine River. That was never done
  
  If the customer wants to wait until spring we will come and do a third power washing on the fence and the second power washing on the deck and then apply the stain for the agreed-upon balance. In addition we will guarantee him 50% off Of his next Power Washing. 
  
  Sent from my iPhone

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 16, 2021, we signed a contract with *** from Pine River Deck and Fence for a pergola installation. We were told it would take approx 2-3 months, as they were experiencing labor shortages. We paid a deposit (50% - $2,100) at contract signing. In July, we were told we were still on a wait list. In Aug, we requested a full refund, since there had been no communication on progress. *** responded, and informed me he had already purchased materials for our project, and the refund would not be in full. We were unaware Pine River had purchased materials - so we chose to stay on the wait list. In Sept, I contacted ***, and we were told Pine River was still experiencing manpower and supply chain problems. I tried to get an update in Oct, but no response from anyone. There was no communication between Nov 2021 and April 2022. On April 25, 2022, I tried to reach out again to get an update - when *** answered my call, he shared he had no record of our project and wanted to meet again to get the details of the project-he agreed to meet on Sat, Apr 30, but no one showed up. I've tried numerous times in May to contact ***-but no answer-I can only leave messages to voicemail that have had no response. It's clear this company has no intention of completing this project. Pine River Deck has had our deposit for a year now, and I have nothing to show for it. Communication has been extremely poor to non-existent throughout this entire effort. I believe this is a breach of contract, as Pine River Deck has apparently no record of the contract or related materials, and has demonstrated over the past year they have no intent on following through on the project. I will be pursuing Small Claims as my only remaining effort for a full refund.

  Business response

  06/23/2022

  He has already got his check. When he called me about the refund I asked him to let me check my records and he filed the complaint less then 24 hours later. 

  Customer response

  06/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  as of 6/23/2022, no check or refund has been received.
  
  Sincerely,
  
  ******* *****

  Business response

  07/11/2022

  [BBB Transcription via Phone]

  I have sent a check out over a week ago. 

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Check for $1,750 was received July 8, 2022.  The original deposit paid on May 16 2021, at contract signing, was $2,100.  Pine River Deck and Fence is withholding the balance ($350).  No explanation provided.

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ from pine river deck and fence accepted a deposit of 2,200.00 to install a deck on my property. He deposited the check in May 2021. I have tried to reach *** multiple times to inquire when he will be installing the deck. Multiple times he did not return phone calls or text messages. After feeling like he was just taking my money and not going to do the work I reached out to him and asked how I can get my money back. In November 2021 he responded to my message via text that his accountant would cut a check at the end of the month. I never received a refund. I contacted him again December 31st to make him aware I had not received my refund, and asked when I will receive it. He responded that I fell through the cracks and he would have a check in the mail that week. I still have not received a check. I am very upset as I am a single mom with limited funds, and he has taken money from me, said he would pay me back, and has not.

  Business response

  01/17/2022

  There's customers refund has been sent in full

  Customer response

  01/20/2022

  I still have not received my refund.

  Business response

  01/21/2022

  The customers refund was dropped in a blue public usps box last week

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I first reached out to *** at Pine River Deck and Fence on July 8, 2021, for an estimate on a fence and deck, with the fence being completed this year, and the deck as a potential project for summer 2022. We were told that it would be likely the end of September before it would be installed, which we agreed to. I should have paid attention to the red flags I received when attempting to set up a time for *** to come out and look at the property, as it was excuse after excuse, and I never did actually meet him in person. I signed a contract and submitted a deposit of $1700 on July 30th, which his wife picked up, and noted that the check was cashed on August 6th. Since then it has been a constant hassle of trying to get a start date for the project, sometimes going a month before getting a response. We've received excuse after excuse, first it was that there aren't enough workers, now as of November 14th, it's that there's a supposed life threatening diagnosis and all projects are being cancelled and refunds issued. I have reached out several times, as has my husband, and offered to pick up the refund, but have yet to get a response. We would like a refund ASAP.

  Business response

  01/01/1900

  Business Response /* (1000, 8, 2021/12/14) */ In This current social climate we have found ourselves extremely shorthanded. We have been focused on getting as many jobs done as possible. But given the lack of people willing to work we are finding this to prove more difficult than ever before. The customer has been reassured that they will get a 100% refund as well as a heartfelt apology for the delays. But per the contract these are things outside of our control. The refund will go out this week Consumer Response /* (3000, 10, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were assured that our refund would be sent out on Monday December 13th, and it's now Friday December 17th, and we have not received the refund. We have reached out numerous times to confirm it was sent, and have not received a response. Business Response /* (4000, 14, 2022/01/05) */ The business informed BBB that the consumer was refunded and the check has cleared. The matter should be resolved. Consumer Response /* (2000, 16, 2022/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

  Business response

  12/14/2021

  In This current social climate we have found ourselves extremely shorthanded. We have been focused on getting as many jobs done as possible. But given the lack of people willing to work we are finding this to prove more difficult than ever before. The customer has been reassured that they will get a 100% refund as well as a heartfelt apology for the delays. But per the contract these are things outside of our control.
  
  The refund will go out this week
  

  Customer response

  12/17/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We were assured that our refund would be sent out on Monday December 13th, and it's now Friday December 17th, and we have not received the refund. We have reached out numerous times to confirm it was sent, and have not received a response.

  Business response

  01/05/2022

  The business informed BBB that the consumer was refunded and the check has cleared. The matter should be resolved.

  Customer response

  01/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We scheduled for a new fence replacement on July 27, 2021. Pine River Deck & Fence said that they would schedule us in, but it would probably take 10-12 weeks to get a date set. The agreement was for half down before hand ($1250.00) and the other half upon completion bringing the total to $2500.00. We sent them the $1250 in early August and the money was deposited. As the 10 weeks went by we received absolutely no contact from Pine River Deck & Fence from July 27 to November 19. We have e-mailed them, called them probably 5 times, left multiple voice-mail messages and messaged them through their own website. Nothing has worked. We have no idea if and when the job is being done, it has been almost 16 weeks since we sent the check for $1250.00. At this point, our season for replacing the fence has ended and we just want our money back now so we can plan on doing it next year. We have exhausted all other options at this point.

  Business response

  11/25/2021

  And I have apologize to this customer. We are in the middle of an extreme worker shortage. We will have a refund out to him very soon

  Customer response

  12/01/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are marking "unsatisfied" until we receive the full refund. This response from the Pine River Deck & Fence Company is the first contact that we have had from them since we sent our half down deposit.

  Customer response

  12/17/2021

  From: Brett Bucher
  Date: Thu, Dec 16, 2021 at 3:58 PM
  Subject: Re: BBB Complaint Case# ******** (Ref#****************************)
  To: Better Business Bureau
  
  
  If the case is closed, how long should we wait for the refund? We have still received no contact from Pine River Deck and Fence other than through the BBB. It has been more than two weeks since we responded as unsatisfied, and we have been given no timeline or assurance of refund.
  
  Thank you,
  
  ***** ** ******
  ******************
  (**** ********

  Customer response

  01/03/2022

  You can close the case now. They sent us a refund and it deposited. We are now satisfied.

*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. ↩