ComplaintsforKnot Just Decks

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a 1 year warranty for workmanship that is not being honored. However the owner makes up the rules as he goes along and has decided some of the falling soffit (which is up unsupported by any kind of support system). The front step has bowed up 1/4" and the stairs appear to be sinking after 2 times trying to build these correctly. There are multiple corners that are not mitered correctly. Contract states there would be proper building permits, those have still not been done. The permit obtained is for an open roof structure, this is an actual roof, also no electrical permits were pulled. Company demand final payment before job was done, even though **** said "we want you to be happy for 30 days". Warranty work on materials has been refused. Deck is not built to finish code.

  

  Business response

  07/25/2022

  We are a bit confused here.  There was a ** issued (certificate of occupancy) by the ************************************* which can only be issued upon final inspection which can only be done if a permit is pulled.  An open air porch (not open roof) means that there is a roof structure above but no walls closing the roof in meaning it is "open to air".  The stairs were built to code and are within tolerance.  The loose soffit was only reported after the 2 wind/rain storms we received by which we responded to ******************** that we cannot warranty against forces of nature.  

  Customer response

  07/25/2022

   I am rejecting this response because: the full permit story is, the wrong permit was pulled and I only found this out when I had another contractor come out to look and took a look under the deck, only to find out none of the footings or joists are NOT to ***** county code (they should be notched). In KJD words "Its a new code and terrible one." "That way would pass depending which inspector. Most of them are just failed contractors with an attitude" Also the owner is misrepresenting the current permit, the permit pulled I Was told by ***** county is for a pergola type structure. 

  
  

  Customer response

  07/25/2022

  It has not be resolved but I do not feel comfortable with pushing this further with vebdor. They are not capable of fixing the issue 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a very expensive pool deck with installation in the fall of 2021. The deck was installed in December of 2021. The installation was sub part in spite of Trex materials being great themselves. The installers trashed our yard and property and left trash all over our driveway and yard, including sharp screws and construction debris. It was far beyond the normal amount of debris. Concrete was spilled all over our driveway and into our yard leaving a concrete stain on our driveway that would take a lot of work to remove in the spring. We had to rake concrete out of the yard in the cold of winter. Also the deck was built so close to the pool that it was near impossible to get the winter cover back on (which the crew had removed) and their work caused 3 caps on the pool rail to be broken. We will have to replace those caps. The installation crew was rude to my wife when she asked for help with the winter cover that they removed. We filled out an evaluation form with our concerns and included additional email both to the manufacturer (Trex) and ***** Just Decks. We received a call that someone would come look at the issues and get back to us. We never heard back.In May of 2022, we were able to start using the deck and again found a lot of debris, including sharp objects near the pool and on the deck. With children, dogs and other creatures running around, this was concerning. The deck was built so tight to the pool that 1 of the broken caps could not even be put back on. We also found bowed boards and other issues. We made an attempt to reach out again and after trying several times, we did finally make contact. We were promised that these items could and would be fixed and set a timeline for that. More calls and emails had to be sent to actually make it happen. They said not all things could be fixed and when they came to make some of the repairs, they left the deck trashed and left debris all over the deck area. We are not getting return calls or emails.

  

  Business response

  06/21/2022

  The debris and concrete was cleaned up after we received a message about it.  Leftover materials were also picked up by our supplier.  The winter cover was not on the pool when we arrived to work.  When the homeowner asked if we would help put it on after the work was complete we put it on for her.  The deck boards were a bit tight to the pool, but we did return and cut them back to make it easier to install and remove the winter cover.  If the deck was the cause of the pool caps breaking, please send us a receipt for the new ones and we will be happy to reimburse you for the new caps!  I do apologize that you were not completely happy with your experience but we do strive to please all our clients.  Just like everyone else, we do fall short of excellence from time to time and hope that you can forgive us for our shortcomings.    

  Customer response

  06/21/2022

   I am rejecting this response because:
  
  First, I have multiple times asked for contact from the owner and was promised a call and I have not received that contact yet to discuss the various rude and inappropriate interactions with employees.
  Second, the cleanup was not fully complete in either case and we have never received an apology.
  Third, the cover was in fact on the pool when the work was done as it was ****************) and my wife spoke to some of the workers asking for help and they refused to help. To state otherwise is inaccurate.
  Fourth, when the return repair was made, another mess was left causing extra and unnecessary debris to enter the pool. It is a second instance of not cleaning up. We have spent hours cleaning up messes left by workers on the two occasions work was done.
  Fifth, we still have one board that is not right. 

  The offer to replace caps is fair and we will accept that.To be satisfied, we would also need the promised phone call from the owner, the one board fixed, and the chance to correct the information from the response that is inaccurate. 

  We also feel there should be some sort of compensation for the hours poured into cleaning up after the crews on two different occasions.

  
  

  

  Business response

  06/24/2022

  This is **** the owner responding. I am holding off on calling you as you have been very disrespectful to my employees and I will not stand for that.  You called my field guys incompetent and called my office screaming at my receptionist (who has nothing to do with your project) demanding to speak with me while I was out of town.  To say we have been unresponsive is yet another false claim as the first time you called about the bag of concrete being spilled in your yard my project manager was out there that day cleaning it up.  When you called about the boards being too close to the pool, my project manager and builder were both out there within 12 hours and had that repaired as well.  I am assuming you have pictures of the messes that were left behind and if so, I would love to see them.  Please send a picture of the board that needs repaired so we know what we need to do and someone will be out to repair that.  Again, the winter cover could not have been on when we arrived as my guys would have no reason whatsoever to remove it.  Winter covers do not need to be removed to build a deck around a pool.  I cannot compensate you for your claims of having to clean up.  Please mail or email receipts for caps and I will happily send you a check for that!

  Customer response

  06/25/2022

   I am rejecting this response because:
  
  Thank you for your response. Again, the deck was installed in December and the winter cover was on at the time, well, because it was winter. Like most pool owners, we put the winter cover on in the fall and take it off in the spring. 

  We want to move past this and are simply asking for three things at this point.

  1. The promised phone call from you to me so I can share some additional information about our experience. We simply want to be heard because many innaporpriate things were said and happened. 

  2. Reimbursement for the broken caps (3).

  3. The board to be fixed. They had fixed it some, but its still just not quite right. 

   

  I am traveling so I cannot get receipts and pictures to you until after I return, but will do so as quickly as possible. We can set a time to talk on the phone while I am on traveling.

  Please note that I was only disrespectful to the one employee after they were repeatedly unprofessional and disrespectful towards me.

   

  Thank you.

  

  Business response

  06/30/2022

  That is fair enough for me.  I will be in the office to make a phone call Tuesday July 5th from 1-4 or Thursday July 7th from 10-2.  Please let me know which day and what time works for you for a phone call.  

  Customer response

  07/03/2022

  I will call around 1:30 on the 7th. 
  
  

  

  Business response

  07/06/2022

  **** will be available for the phone call 7/6/22 at 1:30pm

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 20 foot flag pole. Company said they have workmanship guarantee. and the flag pole is not working at all. I did talk to the manufacture and they told me the local company should take of it and they are not going to. they have destored my flag before when they tried to fix it

  

  Business response

  02/22/2022

  ************** has brought his telescoping flagpole in 2 times for repair, both of which we handled at no charge to him.  We have sold hundreds of these flagpoles and told ************** that his was only the second one that has been brought in for repairs.  When he dropped it off the first time, it was only a month or 2 old and was very dirty and beat up.  After we repaired it, we asked him how he stored it when not in use on his food truck.  He said he just lays it on the floor of the food truck which would mean that it would just roll around on the floor banging into God knows what.  He also proceeded to tell us that when he could not get it to operate properly he threw it across the yard.  We explained to him that kind of use and abuse would void his warranty and he should not do that.  

  Lastly, we paid ************** to put our company logo's on his food truck (bus) last year.  When he asked for a renewal, I told him to email me a proposal so I could review then talk about it with my marketing team.  After our marketing meeting we decided not to move forward with any advertising on ****************** bus.  Ironically he came in the day before this complaint demanding a check for $1,000 to advertise on his bus.  I politely told him it was not in our advertising budget at which point he became very angry.  He told me he had $2 to his name and needed the money to keep his storage unit.  When ************** left, he had also verbally threatened one of our team members which is unacceptable.  

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