Custom Decks of Denver

Service: Wood deck construction
Dec 2nd, 2022

Services: Deck installation, Deck design
May 27th, 2022

May 6th, 2022

Apr 7th, 2022

Custom Decks came recommended through my General Contractor, whom I have had a multi-decade relationship. We were interested in the Sundance pergola, to replace our existing treated wood pergola.We are happy with the product, the issue became one of lack of follow through by Custom Decks, and not listening to this customers' concerns. Starting the process during Covid, entaled delays which was understandable, but then, when we communicated with the company, we did not get responses,and when I brought up my concerns to Dale, he did not respond. We started the project in March 2021 and it was pushed back multiple times into the late fall/early winter, which was acceptable, The following Feb, I reached out to see when we might start the project, because I had not heard anything from Custom Decks, I highlighted I would prefer to start the project in April, as we had a wedding the week of May 10. The April 4th date passed and I was told of delivery delays of product from Sundance. I did not hear anything more from Custom Decks, until I sent an email,on May 6. Then I received my first email from Dale stating they will deliver and start on MAY 10!. I again highlighted my wedding week conflict. Then again, no contact from Custom Decks, so I emailed Dale, and the Project Coordinator late May. The Project Coordinator apologized that nobody had been in touch, even after emailing the President, Dale. They ended up starting the project in mid June. At this point, I had signed off on their rendering and contract of terms, based upon their design. Custom Decks indicated they would be removing 2 posts, and that they would be able to match my existing color composite boards to cover the holes. However, nobody actually checked to see if they had either a color or material match. No mention was made that they would have to remove 2 other posts, and the rendering showed 4 posts, but no mention, prior to demo, that those posts would need to be moved. I was charged $488 for 2 additional posts, but those were never installed. When the crew removed the existing pergola, they discussed that he could no longer provide the size in the rendering. This was not discussed prior to ordering material, and they ordered the board lengths based upon a design.They ever provided a change order for the smaller footprint of the deck, required as stated in the contract. I had was gone on business during the install, returning, I was surprised to see the pergola, did not look like the agreed to rendering, and no change order. Custom Decks indicated that when they came out for the install, after the material was delivered, that my wife was told verbally, they could not use the existing posts, and that she verbally agreed to the change. This violated their terms by not drafting a change order to the contract. Since the deck was smaller, and since this was not a hidden surprise, and the Sundance boards were ordered for the longer design size, nobody followed up and identified on the design that they needed to remove all existing posts, the overage was greater than 20%. The contract terms stated that 5% overage is common, but 20%? At the end of the project, I assumed that Custom Decks would adjust the price for the smaller deck that was built, as I felt that it was their design mistake. I then sent an email to Dale, highlighting my concerns as an unhappy customer, not for the materials or install, but in the areas highlighted above. I didn't even receive a reply. Also, Custom Decks also could not color match the deck boards that they said they would replace, as they did not check before starting the project. Now I have two holes in my custom deck, based upon direction from Custom Decks. Again, the purpose of this negative review is to make potential clients of Custom Decks aware of our experience, and highlighting a common theme in the lower star reviews of the company of the same red flag that tends to come up, and the lack of the President of the company to listen to the concerns of the customer or even respond to those concerns. Service: Pergola construction
Oct 6th, 2022