We purchased a very expensive Trex deck in the summer/fall of 2021. The deck was installed in December of 2021. The installers trashed our yard and property far beyond what was necessary. Trash and debris, much of it sharp was left all around, near a pool. Additionally, children and animals were at risk of stepping on these sharp items. They also left construction materials in our driveway and it took two phone calls before they came to get it. An open bag of cement was poured all over our driveway and into our grass. It left a concrete stain on our driveway and we had to rake concrete out of our grass in the winter. We filled out an evaluation with Trex about our experience and sent additional information to Trex and Knott Just Decks. We received a call that someone would come out and look at it and get back to us. We never received a call nor do we even know if the person came out. The deck was also built to tight to the pool in such a way that several pool caps were broken off, some of which could not be put back on because of how tight it was. The crew removed our winter cover without consent and when my wife talked to them about it and asked them to help put it back on, she was met with great rudeness and resistance. The installation made it near impossible to get the winter cover on and to remove it. It cut up our hands a good bit.
In May of 2022 we made another attempt to reach to company given the damage to the pool caps and the issues with the cover. We also noticed some corners that did not meet and bowing boards. After several attempts via phone and email, we finally did get a response. We can say that this is the worst communication we have ever had with a company ever. An agreement was made to resolve the issues with a timeline that fit both parties. Halfway into that particular week, having heard nothing, we made several more attempts to reach out. We were finally able to make contact and someone came out to look at it with us. An installation person and some sort of other employee came out. The installation staff member blamed the issues on the sales person and told us not to shoot the messenger. The other employee said almost nothing and it was clear that they did not at all care. They insisted the one issue with the corners could not be fixed long term. They promised to address the other issues later that week. They noted that some debris might get in the pool no mater how hard they tried. I told them I understood. I woke up one morning to find that they had come very early in the morning to do the work. They left the deck dirty and trashed with debris from the work all over. Yet again they did not clean up after themselves. For another time we had to spend our time cleaning up a mess that even our teenagers would know to clean up.
I contact the company again and asked for the owner to speak with me. I was told they would call me that day in spite of being out of the office. They did not. That evening I contacted one of the men (the one who did not particularly care) about the issue. He told me that he was not going to listen to my lecture and that he believed me just to be a person they could never make happy. Inappropriate and inaccurate, I noted that I was simply trying to get what I paid for (and what is under warranty) and to get some basic decency around cleaning up after themselves. He told me he was not going to listen to me and I then made it clear what I thought of his competence and character on the matter and that I would be pursuing this further.
Attempts to reach the company have not worked and while the product is great, the communication, integrity and installation are of great concern. I would not recommend this company at all. read more
