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The Covered Patio complaints

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1833 Ward Drive Suite 101B
Murfreesboro, TN 37129 | Get Directions

(615) 649-7757

http://www.thecoveredpatio.com

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Total Amount in Dispute:
$11,870.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against The Covered Patio closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against The Covered Patio

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4/11/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $11,870.00 Amount Settled: $0.00

Customer Complaint

3/7/2024

Had a sales rep come measure for the patio. Next the contractor came started the job he removed gutters ,but within a hour mentioned he couldn't do job cause the measurements were wrong. He contacted project mgr. I then had to add the cost of slab to my contract of 1100.00 to extend the patio . The concrete company came installed the extended concrete slab. The contractor crew came back an before they left I pointed out the issues that I was not happy about. Like frayed edges or the shoddy workmanship where the shingles on my roof had been lifted an not repaired to my liking. Another crew came an made some of the issues worse again with shoddy workmanship like scratches on the front panel of patio that was spray painted to fix their error or taking a box cutter to fix frays instead he left scratches in the area,I have pics. Then Josh project mgr and another crew member came 3rd time I believe they didn't solve anything an was reminded I had warranty. I explained I don't want to keep calling scheduling appt for more corrections on the patio. I gave up an sent the owner an his staff a email to say I appreciate them coming to my home to fix these issues but they weren't fixed. Please if you can help me meditate this problem. Thanks Arnell Brown Resolution Sought To fix the issues that were mentioned in emails and phone calls an in person meetings.

Company Response

3/27/2024

So yes our salesman made a mistake and made the wrong measurements and we needed to extend her concrete. We did add price to the job, but also gave the customer an additional $2500 of materials for free due to our mistake. We went over with the customer issues that needed to be resolved we then took to action to fix these issues, and walked the job with the customer again once these issues have been completed. We have done everything in our power to satisfy the customer. Our project has been compared to other projects in the neighborhood that the customer will not take us to for us to compare apples to apples. We have gone above and beyond to make everything completed to satisfy the customer and is still not happy. This project was completed in the exact same manor as every other project we have completed with no complaints. Our company goal is always customer satisfaction.

Customer Rebuttal

3/29/2024

I have pics from another customer of The Covered Patio an they have the same frayed screen in porch. So my guess this is the standard of work that The Covered Patio is OK with. Unfortunately I'll never be satisfied with a leaking ,concrete sinking Patio.

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