Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dream Dek installed own deck on 4/15/21. During the summer of 2024 the surface became sticky, chairs sink into it, rubber comes up in large clumps breaking apart in spots. Just running your hand on the surface, the rubber will come off; there are many divits all over the deck.I called Dream Dek in 10/24 to report the problems, thinking I will have to pay to have it fixed because it was out of warrenty by a few months. The *******, ***** came & knew what the problem was. ***** explained they purchased the sealant that was faulty duing that time & the product was not the same they normally used. He said it would take awhile to get fixed because they had so many others to fix as well. There was no further communication from Dream Dek.I called and left a message with the owner, **** Zimmerman on December 6th 2024 to see when he would be coming to fix the deck, as we were going to be out of the state for the month of December. He did not return my call. Placed a second call to the owner's brother when we returned home only to be told "he no longer worked for Dream Dek and to contact his brother."I called the owner, **** Zimmerman again January 6th and have yet to hear one word from him.We paid $6,000.00 dollars for this surface to wear out within three years. That's not an acceptable return for our investment, especially when they were aware of the problem with their bonding agent.When he was here installing the dek, he couldn't talk enough about how far superior his product was over his competitors! Well, maybe not.I would be glad to pay to have the deck fixed at a, (for cost or reasonable price) with a superior product since the product used was defective. However **** Zimmerman will not call me back so I can talk with him. Not a good way of doing business. Once he has your money, thats it. He has no morals, scrupples, or concerns for other people. Where is the business work ethic? There is none. Poor way of handling his busness.

  Business response

  01/14/2025

  This customers deck was out of warranty when ***** went down to look at it and ***** did not know it. When ***** brought it to Marvin's attention he looked up the records and found that it was out of warranty.  Marvin is retiring and the business is in process of being sold. It will be up to the new owner on what will be done if anything.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Dream Dek install a rubber deck coating in June 2020, after about 2 years we noticed it was sticky and part was pulling away, I thought that we had been not been cleaning it properly. July 2023 I called Marvin to find our what could be done to stop the stickiness, he said it wasn't anything that we did it was a faulty product and he was in contact with the supplier and he would get back to me. He never did call so my monthly calls to him where filled with excuses, he was looking for a lawyer to *** the company, next he was looking into his insurance and finally he said there was nothing that could be done. He had fixed the 12 that were still under warranty but the other 16 or so were out of luck, his exact words. So he admits to installing a faulty product, was well aware of it and refuses to correct it. I expected him to at least offer a solution meaning he would resurface it at additional cost, but he basically was very rude and told me you can't get blood from a stone. Some business man! I would never recommend him just because of his poor attitude and crappy work ethic. I would love to hear from others so we could band together.

  Business response

  07/24/2024

  The complaint was not brought to our attention until the warranty had run out. We were not aware of any problem during the year 2020. No company that I know of stands good for products past warranty. We tried different avenues but were turn down on all accounts. The people who did lets us know about the problem had their rubber replaced at no cost to them. We believe we fulfilled our obligation when warranty work was asked in a timely manner. This customer should have let us know of problem they had before warranty expired. No all customers during that time had issues with rubber.

  Customer response

  07/25/2024

   
  Complaint: 22032898
  
  I am rejecting this response because: Marvin knew of the problem, admitted to faulty product, I contacted him less than 60 days after warranty and he knew of the problem already.  A $6,000.00 deck should last longer than 36months.  He made no effort to help correct it, no offer of fixing it at cost or cost of replacement.  He actually told me that I am just out of luck.  I am stuck literally with a sticky deck that you cannot walk on with no avenue to get it repaired.  Dream Dek seems to be the only company in the area that installs this rubber deck and I will not give that cheater anymore money.  

  I basically wanted to warn other consumers of what a disreputable company he ran and to seek out other consumers that experienced the same shabby service, I need to find a solution and get my deck fixed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2019 I had Dream Dek install a rubberized coating around my pool ($6300). Everything looked great until the summer of 2023. I noticed pieces of the decking material sticking to the table and chairs and contacted ***** Zimmerman the owner of the company.He told me that customers who had their decks installed by Dream Dek in 2020 were having the same problem and that I was the 1st customer complaining that had their deck installed in 2019 and that he was afraid that the problem was "blossoming" and that he knew exactly what the problem was.He blamed the problem on the mixing agent from a vendor he had used in the past and believed that they had changed their formula and was going to use a lawyer if the vendor did not make the problem right.I have called and left e-mails numerous times and no one returns my calls.

  Business response

  01/15/2024

             First of all Clair ********************** is not the owner of the company, Dream Dek,  I am, Marvin Zimmerman. He spoke with me. ***** only helps me out with sales as necessary. Next he, complainant only had a 3 year warranty.

             I have been buying ************************ ***** products from 2009 to 2023. All those years I has no problems until 2020. I have been in contact with *** due to the inferior products. I am trying to get *** to do something for customers, who have issues, because it is no fault of mine.  Since then I have switched from *** to another company for my products. Complainant was contacted back in a timely matter. The first time he contacted me was on October 31, 2023. Since then I talked to him numerous times. Since complainant did not contact me until after his warrant was expired, I offered to retop his deck at a discount that would be refunded if and when the dispute with *** was settled. I thought after our last conversation everything was settled.  

  Customer response

  01/16/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had Dream Dek complete our lanai with rubber decking on 9/30/21. We paid $9700.00 to include extra rubber to ensure the rubber covered the unevenness of our pavers. After looking at the work we noticed there are low spots and unevenness throughout our lanai. We called Marvin Z. to have him stop by to take a look as we are concerned the rubber decking will not hold up because it was put on very thin. After numerous attempts to contact him, he sent the person that did the work and he agreed there is unevenness and stated he would get back to us in a couple days. We are still waiting for Marvin Z. to stop by and review the work that was done. As of today, March 22, 2022, he has not stopped by. We have made five more attempts to contact him with no response. We are not happy with the work and want him to make it right and build up the areas that are uneven and wavy.

  Business response

  05/18/2022

  Business Response /* (1000, 10, 2022/04/14) */ The customer had paves we covered. We charged extra to fill in some low spots. We used that extra materiel and then some to level out the area the best we could. Some places we put the rubber 1 " thick instead of the 1/4 " that we said we normally put it. It may not be 100 % level but we made it as level as we possibly could. We did not charge for the material that we used beyond the initial extra we said it would take. We went beyond what we said it would take to make it as level as possible. Others in the same area are very happy with the product and how it turned out for them. We can do no more as we did our best. Consumer Response /* (3000, 12, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We had an up charge included in our total payment, not a separate charge to fill in low spots. When his partner came out to look at the issue, he agreed that he could see the unevenness we are referencing. We were told Marvin would stop by to check it out and he never did. If he is doing business in our neighborhood. It would be good customer service to stop by to see for himself and he has not done that nor made any attempts to do so. He cannot say he went beyond the best he could and not stop by to actually see the issue we have referenced. The outcome we want is to have Marvin, the owner make an appointment with us to actually see the work that is showing the unevenness and to rectify the issue as a good business owner should. We live in a popular area that could help his business grow in our neighborhood with our referrals, but we can not honestly refer anyone to him and will advise all who ask about the company not to use him if this is not taken care of in good faith. All we want is to have him make good on our issue. $9700.00 is a lot of money for us to spend and not be happy. We have a 3 year guarantee and feel he is ignoring us. Then when the 3 years are up, tell us it is too late to fix. If this is not corrected in a timely manner and not worked our through BBB, then the next step is to hire a lawyer to help us rectify.

*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. ↩