After they had installed the deck and received my payment, I was leaning on my 3rd floor deck railing and it separated. That's how I discovered that they had only put about half the bolts connecting the railings back, and half were missing. It took close to six months of follow-up before they came back and spent the 10 minutes to replace the missing bolts.
Then when the season changed and we got heavy rain, the deck leaked through. That's how I discovered that the hidden edge next to the house had not been finished (was not cut to correct length, was not adhered, was blocking the vents which allow ventilation under the deck). To their credit, someone came around right away and laid a full tube of silicone around the edge which stopped the worst of it.
NOT to their credit I have been following up for SEVEN MONTHS since this serious problem was identified and the issue is still not fixed. Their deck is still allowing some water in and it still BREAKS CODE by preventing ventilation under the deck. They have not returned my calls or messages 90% of the time and when they have, they have generally not called back or come by when they said they would. I have zero faith in their "25 year warranty" which is meaningless if they won't actually return to fix the issues they caused.
All of this is in stark contrast to before I paid them - until they had full payment they were prompt and responsive. Now it looks like my only viable option is to have another company finish their work and pursue those costs in court. What a hassle.
