Complaints

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired R&B Restorations on 8/12/2021 to restore my deck for $1800. The contract contained the following services:1. Replace any and all damaged wood boards, railings, steps and benching.2. Sand and prep all wood surfaces for stain application.3. Stain all wood surfaces with 2 coats of desired stain.This work began and was completed in September 2021. The contract stated that all damaged wood boards would be replaced. This did not occur. After starting the job, the vendor informed me that they wouldn't replace all of the boards as agreed upon and asked for additional cost. Instead of replacing the boards, they left the damaged boards in place and filled the gaps with wood filler. This was contrary to our agreement.On April 24, 2022 (7 months later), I informed the vendor that the paint is coming off the deck in many places and the boards are damaged. They informed me that the wood filler product they used, "is faulty and we don't use it on our decks anymore." (email attached). They offered to repair it without charging me.In May 2022, they repaired less than 50% of the peeling paint. They informed me that they would return to complete the work on June 23 and June 24, 2022. They failed to appear on June 23 and have not returned my messages. I paid for damaged boards to be replaced. Instead of being replaced, many were left on the deck and treated with a faulty product. The end result is that there are damaged boards and the paint is coming off in multiple places. The vendor refuses to respond to me.

  Business response

  07/13/2022

  ***************************** made numerous racist and rude remarks to company employees making for very unpleasant working conditions. ****** also did NOT reimburse R&B Restorations for any repair work that was requested; no warranty was ever issued or purchased therefor making all repair costs ******** responsibility. This is due to the fact that she knew whole heartedly what she was getting in the end of the day, but on top of that; she did not comply with our company policy during the restoration process so unfortunately the plug had to be pulled due to these deliberate reoccurring provocations. 

  Customer response

  07/14/2022

   
  Complaint: 17477936
  
  

  I'm rejecting this response. 

  Thank you for the chance to respond to these statements.
  
  Im attaching the proposal which contains the agreement terms with this business. This is the only document I received. I complied with the very brief information included even though it wasnt signed.  I dont know if this is the company policythey referred to.  I was provided with no document entitled company policy or any document other than the agreement attached.  I would like to know what theyre referring to when they say company policy and what I didnt comply with.   Without specifics, it is hard to respond.
  
  This complaint consists of 2 issues:
  Work was not completed according to agreement.
  The business admits to performing faulty work and is not correcting it.
  
  1-Details:  The work agreed to and documented in the attached proposal was not completed according to the written agreement. The work deviates from the agreement in the following 2 ways:  A)  proposal states all damaged boards were to be replaced.  Only a portion of the damaged boards were replaced.  B) proposal states that all surfaces would be stained with 2 coats of paint.  Several areas of the surface are no longer covered with stain.  I have asked this business to complete this work which started in fall 2021  as stated in the proposal and this work is not completed as of July 14, 2022 according to the proposal.
  2-Details: On April 25, 2022, the business informed me that the product they used was faulty and they agreed to correct this error. (See attachment, 2022 04 25 Email).
  The business response states that I did not reimburse them for costs associated with the May 2022 work and that these costs were my responsibility.  On May 17, 2022, the business acknowledged in a text message that the work is 100% free of charge.(See attachment, text message 2022 05 17).  This work is part of the initial work order and was not additional repairs.
  
  It is offensive to me that Im accused of racist and rude comments. My correspondence with this business occurred almost exclusively over text messages and emails.  I ask for documentation of this claim.

  
  
  Sincerely,
  
  *****************************

  Business response

  07/18/2022

  That's ok, sounds like a personal problem. Good luck to you, I pity any contractor that is swindled to work with you. 

  Customer response

  07/19/2022

   
  Complaint: 17477936
  
  I am rejecting this response because: The business's responsive is not productive and does not address this complaint. 

  Please also note - the business's prior response on July 13, 2022 included my first and last name which is contrary to the BBB's policy. Please remove my identifying information from their post on July 13, 2022.
  
  Sincerely,
  
  *****************************

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