This company is unprofessional, unreliable and not trustworthy. It did not respond to voice mail, text messages and e-mail. The company did not show up for appointments it established. It posted an unauthorized and deceptive photograph of the project as if it were complete which is false. The company sent an e-mail 5 September stating that it had the materials to finish the project and that the next day it would be done. Again false. The project after approximately 4 months remains incomplete. The company blames Covid-19 for the situation but the virus has nothing to do with the concerns created by Backyard Pros.
The company response ignores the facts that it did not respond to voice mail, text messages or e-mail. It also does not address the fact that it posted a deceptive and unauthorized photograph of the project in early September. Nor does the company response address the fact that it informed me in early September that it had the material and it would be installed on a given date and time. The response also does not address the fact that it did not show up for appointments it established.
It was October 15 when the company finally installed the panel it assured me it had back on September 5. I paid the balance that was due because I do not mess over people or companies that I do business with.
This company has proven to my satisfaction that it is exactly what I have described; unprofessional, unreliable and not trustworthy.
- Company Response
Good day Mr. Pringle,
We are truly sorry for your experience, however for anyone reading this, a few clarifications need to be made:
- On the booking day, we promised that your deck project would start on June 18th and be completed by June 25th and then an additional 2 week wait for the custom railing was required.
- On June 21st (4 days before the estimated finish date) , your composite deck was completely framed and built as we made sure we had the composite material ahead of time due to Pandemic shortages. And we made sure you were satisfied with our services!
- Typically, custom glass railings take 2 weeks to be ready after a deck is built.
- A few days after the deck was built, our glass railing suppliers told us there would be a month and a half wait, we informed you right away. The Pandemic did unfortunately affect our line of work as there was a shortage of staff and materials in every fulfilling sector. Our suppliers were having a hard time fulfilling glass railing orders and you were informed of this the second we were!
We apologize for this experience you had to go through, however as previously mentioned, the deck was built before the due date but the railing was truly not in our hands. We know this isn't acceptable even though we can only control the controllable, however our team offered you to keep the remaining 30% and consider the Glass railing free of charge. But you're a fair man and insisted on paying us what was owed, we still made sure you got a discount and a gift to show our sincere apology for the wait your had to suffer until the railing material was shipped and installed.
That being said, uncontrollable disappointment played a role in this, but the way you described our services is very unfair, as we go above and beyond to ensure out clients's satisfaction, and this was one situation where we tried all resources however the Pandemic yes played a big role in fulfilling the railing aspect of the decking work.
Again, we apologize for any inconvenience and hope you enjoy your beautiful deck for many years to come, be safe!