Complaints

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  
  We are both seniors over the age of 66 years. 
  On May 19, 2021 we entered into a contract with Affordable Decks & Additions, Inc.-for-the renovation of the exterior deck area on our home. The contract called for Affordable to resurface the existing deck, build a fence and build a retaining wall. (See attached #1) 
  Affordable Decks agreed to examine the existing deck substructure (joists) to ensure it would properly support the new decking. Affordable represented that it would replace or repair any parts of the existing substructure as needed to properly support the new decking. 
  Affordable Decks provided detailed drawings for the project showing that the existing deck would be cut into and modified, and that the new retaining wall would be bayed around the existing vines. The drawings show that the new retaining wall would be built outside the deck area, not on top of it. (See attached #2) 
  Affordable Decks did not cut into the existing deck where the new retaining wall was to bay around the vines and did not build the new retaining wall outside the new decking. Instead, they kept the existing deck substructure without cutting into it and without repairing or replacing any of it in that area, and built the new retaining wall on top of it and the new decking. 
  Affordable Decks made repairs to certain parts of the existing deck substructure they said were necessary and charged us additional money for doing so. (See attached #3). However, Affordable Decks did not recommend nor make any repairs to the existing substructure in or under the areas where they constructed the new retaining wall. 
  In July of 2021, we paid Affordable Decks in full for all work performed. We paid a total of $27,205. 
  In the spring of 2022, the deck and retaining wall began to sink. We notified Affordable Decks immediately upon discovering these problems. Affordable initially took the position that the problems were the result of a tree root. We disputed this assessment. Affordable Decks thereafter took the position that the problems were the result of a failure of the substructure under both the deck and the retaining wall. 
  After numerous calls, Affordable Decks attempted to correct the problems on or about April 23, 2023. The work only temporarily fixed the problems. The deck and retaining wall continued sinking and have continued to worsen to the present time, so much that we cannot walk on it. (See attached photos). 
  The substructure and joists under the deck have rotted, cracked, developed mold, failed and continue to fail. (See attached photos). 
  We have requested that Affordable Decks return to correct the problems on numerous occasions since April 23, 2023. These requests were made in phone calls between us and David Smith of Affordable Decks, wherein Smith assured us that Affordable Decks would return the correct the problems. 
  On November 17, 2023, we emailed Affordable Decks at the suggestion of Smith, again requesting that repairs be made. (See attached #4). Following this email, Smith assured us that Affordable Decks would fix the problems in the spring of 2024. Please note that over 25 phone calls from us have been unanswered. 
  On May 16, 2024, we spoke with Smith from Affordable Decks, who requested that we email Affordable Decks again, requesting that the repairs be made. We sent an email to that effect on May 16, 2024, (See attached #4) but have received no response from anyone at Affordable Decks. 
  Attached are: 
  1. Contract 
  2. Detailed Drawings 
  3. Change order for repairs to substructure and joists 
  4. Emails requesting repairs (2) 
  5. Current photos of failed/sinking retaining wall 
  6. Current photos of failed/sinking deck and rotted, cracked and moldy substructure 
  Respectfully submitted, 

  ******* * ****** *******

  
  

  Business response

  10/17/2024

  We did not build the deck at this residence. We only resurfaced over existing framing. The existing treated wood framing is rotting. In 2003 certain agencies (EPA) lobbied  to remove the CCA from the treated lumber.and replace it with less toxic copper based emulsions. CCA stands for Chromated copper arsenate. CCA wood is made by dipping the wood in a mixture of chemicals. These chemicals include chromium, copper, and arsenic. This protects the wood against insects and rot. This wood is known as CCA wood or “pressure treated” wood. Most pressure treated wood in the U.S. is CCA wood. But after December 31, 2003, no more CCA wood was allowed to be made. Below is a link for reference. 
  

  ****************************************************************************
  
  We are receiving many phone calls (50-100 per year) and visiting numerous homeowners with regard to their decks rotting. Many are not that old and were built by others. The effects of removing CCA has accelerated the rotting of the pressure treated lumber. This residence is suffering from the effects of this as well. 
  
  We have tried to help the homeowner out on several occasions and lifted some decking and added more treated framing. This is not our responsibility as it is the failure of the wood framing. Just as it would not be the fault of the original deck builder. It is the result of a failure in the wood.itself. 
  
  Respectfully, 
  Jeff V******* 
  Affordable Decks & Additions, Inc.

  Customer response

  10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  See attached narrative and photos. The narrative is as follows:

  AFFORDABLE ASSURED US THE EXISTING SUBSTRUCTURE COULD BE USED.
  We specifically asked Jeff V******* and Affordable if the existing substructure could be used, or if it needed to be replaced. They said it was sound and could be used. They said if there were any parts of the substructure that needed to be repaired, they would do so under a change order.

  
  AFFORDABLE REPAIRED SOME AREAS OF THE SUBSTRUCTURE, BUT NOT THE AREA THAT FAILED.
  Affordable  repaired some areas of the substructure and issued a change order which we paid. They did not repair any part of the substructure that failed, and never advised us that the substructure in that area needed repairs.

  
  AFFORDABLE NEVER ADVISED US THAT THE EXISTING SUBSTRUCTURE HAD WOOD PRONE TO ROTTING.
  V******* and Affordable never advised us that that the existing substructure consisted of wood described by V******* in his response, which he alleges is prone to rotting. Instead, Affordable told us the existing substructure was fine and could be used. Had we been told that the wood was prone to rotting, we never would have spent over $27,000 putting a new deck over a deficient substructure.

  
  WE RELIED ON AFFORDABLE SUPPOSED EXPERTISE.
  We relied on V******* and Affordable to renovate our deck in a professional and workmanlike manner, not in a manner that allowed the deck to sink and fail in just over a year. The substructure didn’t deteriorate to the point of failing in just a year. It was obviously deficient when Affordable renovated the deck and they didn’t inform us it was in poor condition, didn’t inform us its wood was prone to rotting and didn’t make necessary repairs to it as they said they would.

  
  AFFORDABLE BUILT A RETAINING WALL CONTRARY TO THEIR OWN PLANS.
  Affordable built a retaining wall that sits on the deck surface. The wall should have been built on structurally sound footing outside the deck surface. Affordable’s own drawings and plans specified that the wall was to be built outside the deck surface. The wall consisted of precast blocks that each weigh approximately 85 pounds. There were approximately 25 blocks sitting on the deck surface in the area that failed, with a total weight of approximately 2,125 pounds. This is more than a ton and definitely contributed to the failure of the substructure. This is obvious from photos showing that the joist hangers had fallen.

  
  AFFORDABLE ADMITTED THEY ARE OBLIGATED TO REPAIR THE DECK.
  V******* alleges that Affordable was not required to perform any repairs after the deck sank and failed. This is in direct conflict with the representations of his operations manager, Dave Smith, who told us on numerous occasions that the work was “warranty work” that Affordable was required to perform. Any suggestion by V******* that Affordable’s repairs were done in good faith and were in any way gratuitous is outlandish and insulting.

  
  AFFORDABLE’S REPAIRS WERE MINIMAL, INSUFFICIENT AND POORLY DONE.
  Not only did we have to pursue Affordable for over a year to make any repairs, their repairs were minimal in nature, were insufficient to correct the problems and were poorly done. They provided no lasting fix to the problems.  These repairs used small 2x4’s instead of larger, stronger 2x8’s. Supporting materials added by Affordable to the substructure were merely attached to rotting joists instead of replacing the rotted parts of the joists. In performing these repairs, Affordable did not remove the retaining wall to provide access to the areas that needed to be repaired. Their repairs were a band-aid fix that was done in a matter of a few hours. The deck continued to sink within months of their repairs.

  
  AFFORDABLE’S RESPONSE TO OUR COMPLAINT IS OVER 3 MONTHS LATE.
  We filed out BBB Complaint on June 25, 2024. Affordable was to respond within 14 days. Their response now, more than 3 months late, amounts to only more insulting behavior by them. It is further evidence of how Affordable has given our situation lip service and failed to own up to their obligations.

  
  WE ARE SENIORS AND HAVE BEEN TAKEN ADVANTAGE OF BY V******* AND AFFORDABLE.
  It is reprehensible how V******* and Affordable have treated us and this situation, particularly given that we are both seniors.

  
  SEE ATTACHED PHOTOS.
  The attached photos, which were recently taken,  show: (1) the poor condition of the substructure that couldn’t have simply occurred since Affordable renovated the deck in the summer of 2021, (2) Affordable’s band-aid repairs.
  
  Regards,
  ******* * ****** *******

  Business response

  11/18/2024

  Hello, 
  
  We are in receipt of your letter dated November 1, 2024. We would like to settle this matter with the amount stated. We will hand deliver a check to you personally upon the reversal of the bad reviews left on social media. Please see below. While we understand it is absolutely your right to express your opinions on social media, it is absolutely not right for others to post untruths without even being our customers. 
  
  It is acknowledged that you will be contacting both the BBB and Attorney General of the satisfactory resolution of this matter. 
  
  Feel free to contact us via telephone to discuss if needed. I will be happy to deliver the check  at any time just as soon as we see the reversals. 
  
  Respectfully, 
  
  Karen V*******
  ************
  
  **IT department**
  All of these reviews suspiciously appeared within the same week, most on the same day as the reviews left by ****** *** ******* on Yelp, Google, Angi and Facebook.
  They seem to be friends and/or family of ****** ******* *** ******* *******, some with fake names. Screenshots attached. Some reviews have been removed by the websites already for violating guidelines, no screenshot record of some of those. Despite never having performed any contracted work or being in contact with these people that left these reviews, the websites will not allow us to flag as inappropriate or irrelevant.
  
  10+ negative reviews reflecting one client's experience/opinions.
  
  
  ***** ****** ** ********* ******* **** **** **** ***** ******* ******* ****
  ******** ****** ******* *******
  "B H" - I believe this was removed for hate-speech/insults /violating google terms & is the same as ***** ********** who left a review on Angi
  
  Angi:
  ****** ******* ***** ********** ******* *******
  
  Facebook:
  ******** *****  fake name  - similar insults as the "BH" google review 
  so it seems highly likely this is the same person
  

  Customer response

  11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  See attached email we sent to Affordable Decks 11-18-24:

  **** ****** 
  
   
  
  We are in receipt of your email of November 13, 2024.  Frankly, it’s a shame that all of this could have been avoided had you or your husband only responded to our many phone calls, emails, texts, personal letters, as well as a letter from our attorney over the past two+ years.  We also called your attorney, but no response from him either.  
  
   
  
  Regarding the customer reviews that are posted, please note that we started contacting you in the Spring of 2022.  As you can see, the reviews were posted in June of 2024.  We gave you every opportunity to respond to us, but to no avail.  Therefore, you gave us no choice, but to write the reviews which are entirely accurate.  And, based on other reviews from your unhappy customers, we are not the only ones with the same opinion.
  
   
  
  In your email, you offered to refund us $3,500 with the caveat that we remove all of our reviews on social media sites.   For the record, we cannot control what others write on social media.  ***** ********** and his wife **** ****** are co-owners of this property (feel free to check Allegheny County records to verify).  They and many others have seen first-hand the rotted substructure, sinking deck, crumbling retaining wall, and the unacceptable job that Affordable Decks left us with.
  
   
  
  After much consideration, we have decided not to accept your offer of $3,500 to remove our reviews written about your company.  We believe the Better Business Bureau, the Attorney General’s Office and Customer Reviews are in place for a reason. They protect consumers from unscrupulous contractors who do not stand by their shoddy and unsatisfactory work.  While $3,500 is a sizeable amount of money to forfeit, especially for senior citizens on a fixed income, we must stand by our opinion of Affordable Decks.  It would be unethical of us not to share our experience with your company.  We would truly hate for other consumers to experience the aggravation and loss of substantial money that we have gone through for over the past two years.
  
   
  Regards,
  
  ******* * ****** *******

*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. ↩