ComplaintsforOutdoor Enhancements, LLC

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted Outdoor Enhancements to re-deck existing deck with composite and move location of stairs with acceptance of proposal on 3/8. Work was started on 7/15 (after missed start date of 6/17), work as of today 8/23 is still incomplete and the Job has not been worked on since 8/14. There are only a few items outstanding (posts removal of old stairs, removal of construction materials/debris, fixing lawn which was damaged with equipment, and addressing some cosmetic/finishing of the deck features). Communication stated they would be out to address these early this week (now Friday), reached out to contact to understand when could expect to be addressed and has not responded. This has not been the first unanswered communication with the company when trying to seek updates pertaining to job, which is ending wk 6 since start (when originally quoted 2 wks).

  Business response

  08/23/2024

  Good Morning *******,

  Per our discussion this morning we will be out today as planned to get the remaining items addressed.  We were unaware there was additional punch list items to be taken care of as they were not mentioned to me when we spoke last week and told you we'd be out last Friday 8/16 to take care of the posts and additional materials.  We postponed coming out last Friday as it rained significantly and we did no wand to put any equipment on your yard if there was a chance it was still wet, as the access to your back yard holds water in our previous experience.  I admit we were delayed by a couple of weeks because of weather and other uncontrollable circumstances, but the date we were ready to start (6/28) was right before you went out of town so we pulled the next job forward and bumped you back.  We started your project as soon as that job was complete (7/15) which I believe is reasonable and was communicated.  

   

  Thank you

  **** ****

  Partner

   

  Customer response

  08/31/2024

  
  Complaint: ********
  
  
  I am rejecting this response because: there are inaccurate statements that have been documented here by ****, however as he stated in the response they are working to address this and closing out the job in a timely matter after they received notification of this complaint being filed.  We agree with the start date and those things that led up to start date being communicated and we did not submit this complaint based on the start date being pushed.  The statement that is factually incorrect is that made by **** in regards to recommendation on not resurfacing the existing structure.  ***** never said this was a need and quoted the job due to the existing structure only being a few years old and in good condition.  If this was the recommendation and was any part of the discussion before accepting the quote, we would have done what was necessary and considered if we were willing to go forward, this was not the case and saying that we didn’t want to pay the extra money is false.  Furthermore, the issues that added an additional week of work were regarding the platform and stairs structure that were new and built by OE, there has not been an issue with the existing 11X14’ decking that was resurfaced.  I have documented the process/lack of progress over the 6 weeks and can provide if need ( what has not already been provided to OE), sensitivity to digging up the yard and having anear miss of damaging a sprinkler head and cutting the internet do not seem unrealistic and the communication with the project lead (Sean) was that they would fix it and I was fine with this resolution which was not completed.  I also have the correspondence from my end to demonstrate that we often needed to reach out to understand the timeline/seek information with regards to work being done or folks even showing up to work on the structure.  The communication and length of time that this has taken is what led to the need to elevate to seek help in job completion, as we felt that this was not getting resolution with the current communication channel.  The only item still to be addressed is repairing scratch/gouges and blemishes on the aluminum railing structures.  Was told by **** that this was ordered 8/23 and is the only thing still preventing us to use our deck to date and still no ETA for this has been communicated by OE. 
  
  Pending completion, the resolution to the BBB complaint will be satisfied.  Although we don’t feel that this complaint is unfounded or unwarranted, we wouldn’t be opposed to having the complaint withdrawn once the job reaches completion ( as of 8/31 it is still not).  
  Sincerely,
  
  ******* *******

  Business response

  09/11/2024

  Job should be completed on 9/12 as the last item we were waiting for has come in to repair the scratches in the railing.

  After speaking with ******* and my business partner who did the initial consultation, it was not recommended (as I asserted) that the deck not be resurfaced.  I admit this was factually inaccurate as I was under the impression we had gone in that direction by the time of her consultation but hers had been done prior to that.       

   

  Thank you 

  **** ****

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted them for deck rebuild and extension. After two missed start dates, I cancelled the contract within my rights (as per clause - mention clause number if possible- allowing cancellation 7 days before the start date). The third proposed start date was beyond the allowed window. Per the contract, a full refund is due within 30 days of cancellation (dated May 30th). I have not received the refund and Outdoor Enhancements is not responding to my inquiries.

  Business response

  07/01/2024

  Client was mailed a check at the beginning of the week (five days) prior to the end of the 30 day refund window.  He was sent email communication notifying him of this within 24 hours (1 business day) of his most recent inquiry and several hours prior to filing this complaint.  OE waived the cancellation fee ($1000) as contrary to the clients claims, work had already begun on the clients project; architectural drawings had been completed and full material lists had been generated.  Reached out to client via phone call and text this morning letting him know that we are willing to physically drop off his refund check today, and put a stop payment on the mailed check that he has not received, awaiting a response.      

  Customer response

  07/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if the check for the full refund amount is physically dropped off to my house today. The business has communicated that they will drop it off today with the resolution of this complaint.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work to begin and finish outdoor Condominium steps and landing to begin and finish spring 2023. Condo Association contracted directly with the company. We've been billed for work and material but we have not payed bill The work has failed Greene County Inspection The stairs are unsafe and unusable per Green County We have had previous work done by this company except that contract was through Angie. That work through Angie has also failed inspection but we are dealing with Angie. The company's contract fully guarantees workmanship for 5 years.

  Business response

  09/18/2023

  We are, and have been working with ***** **** ************ and Greene County on this for quite some time to get these very old stair cases up to code.  Not sure why the Complainant filed as we talked a week prior and I told him we were working with Greene County on possible resolutions.  I have spoken with the Complainant multiple times since their original complaint on 9/5 and they have agreed to rescind it as soon as we work out and execute a plan that meets Greene County code.

   

  Thank you 

  Customer response

  07/15/2024

  I filed a complaint Aug/Sept 2023 against Outdoor Enhancement in Waynesville Oh. for deck repairs at Mapleleaf Condominiums in Bellbrook Oh. Outdoor Enhancements successfully completed the repairs we needed. I consider this matter to be satisfactorily resolved. Thank you, *****

*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. ↩