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Complaint Details
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Initial Complaint
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company replaced old posts in our backyard last year. The posts have warped and are bending. We contacted the owner Brett to let him know about the issue and the need to replace them. He replied stating the posts would be replaced stating this can sometimes happen if they are not fully dry when installed. Since that initial response, we have received no follow up, our calls and texts are no longer being answered. I have read previous reviews that this is common practice for this company. They ghost the customers until the warranty period runs out in order to void any warranties. This is not acceptable I we would like our posts replaced correctly by this company.Business response
10/22/2024
This is not a warranty issue, it was a communication issue. Customer called our office about some warping to posts installed at her home as part of a project about a year ago. She and our Brett ******* were emailing about another issue and he stated in his email that we would replace the posts. Customer did not receive his email with his solution to the problem and she filed complaint. Once we got another email address from her and sent the response to both email addresses, it was proven that the first email was faulty since she received the other message right away, and confirmed to me later than she had never received the first message.
She wants to retract her complaint – we would be happier if it were never posted at all. We are moving to correct the problem at her home. *** **** ********* ****** ** ******** ***** **** ** **** ** *** **** *** ***** *** **** ** ** ***** *** ***** *** **** ***** **** ****** *** **** ** ******* ******* *** ***** **** ******* ***** ** ** ** **** ******** ****** *** **** ********** *** **** **** **** *****
Cyndi *****, Office Administrator
Office 281-209-2936
Customer response
10/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The business has informed me that they will replace the post. I find that this resolution would be satisfactory to me as long as they follow through and actually replace the post. The business has informed me that they will not replace the post if the complaint is not retracted. Thank you,
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.