Complaints

• Initial Complaint

  30/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is to seek intervention from *** to help resolve subpar workmanship issues by Queens Property Services with replacing my deck in the backyard. I hired them to do the backyard deck replacement and repaving front walkway in June 2022. - Queens Property Services, **** ****** **** ******* *** ***** ******** Both jobs are completed but there are workmanship issues for the deck replacement – safety concerns with one of the railings that can fall over and exposed screw ends & sharp edges that can cause bodily harms. I have emailed *** several times detailing my concerns (with pictures) for the last two months and they have not even tried to look into the issues that I want fixing & resolution. The last detailed email was sent on August 13 describing in detail the issues and the actions that I feel necessitated to address the safety issues. I have sent another follow up email on August 26 to *** and Queens Property Services and again no reply. I am asking for *** intervention to have them correct the safety issues satisfactorily. I have paid in full for the 2 jobs done per their terms. It is only fair and expected that they stand behind their jobs with quality workmanship and to correct the raised issues in particularly ones that can cause injuries. Please see attachment for the email correspondence with them and the pictures sent to them showing the issues. More pictures showing the above issues and others can be made available as needed. Thank in advance for ***’s help. * ***

  

  Business response

  31/08/2022

  We have tried to contact the client in order to send one of our reps to replace the 3 to 4 screws that have penetrated through the wood with no reply from his end. We also tried to email a few times, also no reply. Not sure how 4 or so screws would end on *** as a complaint. 
  Also just to make this clear we did not replace his deck, we replaced his deck boards and railings. 
  

  
  QPS Management 

  Customer response

  31/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  * ***

  Customer response

  02/09/2022

  ***** * *** ******************* ***** ********* ********* ** **** **** ** *** ***** ******* ********************** ******** ********* ********* * ****** ******** **********

   

  Dear Mr. *******

  This is a request to reopen the case per our conversation.

  
  

  Firstly, as mentioned, I am looking to resolve the issues with QPS in an amicably fashion.

  This is stately very clearly in my email to them first on August 13 and then again on August 26.

  I did not receive any reply to either emails, no email or phone  call.

  
  

  Their response to *** is lacking and not representing the issues correctly.  They did not address the issues stated in details and clearly in the email sent to them.  The email also has the history of all the correspondence raised to ***, including pictures showing the concerns.

  I would ask them to respond to each of the issues raised in the email dated August 13.

  - it is much more serious than what was said in their response to ***.

  
  

  The email was submitted as collateral with my complaint to *** that I have also attached to this email.

  
  

  As mentioned, *** and his crew appeared to be nice people and behaved professionally during the job and I like to re-iterate I am looking for amicable resolution of these issues.  I only raised these to *** when they did not respond and acknowledge my concerns.

  As consumers we deserve to be treated fairly and professionally by companies like QPS that we put our trust in them when we hire them.

  For companies like QPS with an A+ *** rating, we should expect that they take customer complaints seriously and respond to them truthfully and professionally that I am requesting them to respond to the issues raised in the Aug 13 email.

  
  

  Note that I do not have any record of QPS management saying they call or email me regarding the concerns that they claim I did not reply to.  I would ask kindly of them sending me the email or calls again so I can look into the cause/issue if there is indeed a real issue on my end.... that I have no other complaints of.

  
  

  Thank you for attention.

  Please let me know if there is any clarification needed.

  
  

  Regards

  *

  

  Business response

  02/09/2022

  Mr *** wanted us to replace wood that is drying and cracking, unfortunately we don’t make the wood and can not stand behind it. 

  He paid for replacing deck boards and railings as it was rotten, now he claims that the structure can cause harm which was the case prior to our work and he was aware of that but did not want to pay the extra to replace the entire deck. 
  as mentioned in our prior respond, our staff missed cutting a few screws that are sticking out sure but we tried to contact him with no answer from his part. 
  we will not fix the structure of the deck unless we are paid to do  so. At this point I don’t trust stepping foot on his property as he might make up something else. 
  
  

   

  Customer response

  08/09/2022

  
  Date Sent: 9/2/2022 2:18:25 PM
  

  
  ********** ********
  
  I am rejecting this response because:
  I would urge QPS management and Mr *** to read carefully the Aug 13, as once again he is avoiding the issues and respond as requested and now insinuating I am making things up.

  This is both unprofessional and rude saying that about a customer.   Their first and second response clearly show  that are NOT telling the truth

  - How does he know that it is just a few screws that they missed cutting off... (without even seeing them)

  - the pictures sent to them and *** show how the screws are exposed to that they tried to hammer to bend the screws and failed to do that properly, not to mention creating dents on the wood 

  - the pictures sent show that they are more than just 3 or 4 screws; and there are many more...

  - they cut the piece of wood for the staircase railing handle for unknown reason - leaving splinters and exposed screw edges (see picture)

  The pictures speak for themselves.   How can these be made up?

  The complaint is about their workmanship and a client asking a contractor to stand behind their work and correct their things not done right.

  I agree that I asked for railing and deck boards to be replaced with keeping the original supporting beams that *** agreed to with my proposed budget.  

  *** did not at any time mention any issue of meeting my request or suggest that the beams should be replaced.  They replaced the railing in a fashion that is unsafe (and not to do with the actual beam structure).

  I have said that I am looking to resolve this in an amicable manner, however, not responding to the issues  directly repeatedly and now insinuating a client making things up is rude, unprofessional and seems to be an admission of guilt.

  The pictures provided support my complaints and all the issues raised on workmanship - and not related to the quality of the wood... which by the way they could have done something about as said in the email.

  A professional and responsible contractor would have seek to understand the client's concerns and work to resolve / alleviate them and not make excuses and make insinuation - noting, nowhere in any of my correspondence ask for replacing the wood due to cracking from drying (and yes I did inquire about the nature of the racking.

   

  What are my recourse now?

  Sincerely,
  
  * ***

  

  Business response

  08/09/2022

  Again we replaced what we were paid for. Again a few screws was missed. As for the structure of the railings that’s what the client wanted. We had mentioned that structure is not good and he’s reply was I just want to replace the rotten wood. Which we did, and now it’s a problem.  Again we tried to contact him several times to cut off the few screws that were missed with no answer. 
  Clients like this can never be 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. ↩