Serenity Decks

Decks
Markham ON L3R 3J7
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HomeStars  >  Decks in Markham  >  Serenity Decks  >  Follow up service needs improving
GW50
GW50
3 reviews Markham, ON
4/10

Follow up service needs improving

Our deck was installed in 2016 with a 2 year warranty. Overall they did a descent job. However, good thing we were home at the time, as they installed one entire section of our deck incorrectly. They had to remove and rebuild that section to correct. That mistake left numerous holes in the brickwork, which they later filled the holes but we received NO compensation. After 1 year, the deck lights (over 16) that was recommended as a nice to have, we paid for them, but then stopped working. Several calls were made to send someone to figure out why they were not working and after many delays, somebody finally showed, they looked at it and then left. That was it, nothing else was done and now late fall arrived and they could not do anything. Our 2 year warranty has gone past and to this date, the lights are still not working. These lights were not a special order type deal as they are readily sold at the big box hardware stores.
It is now 2020, we still are no further ahead then 2 years ago. Also we have noticed that when winter is upon us, the joints in our steps seem to expand and small gaps appear, where the boards are joined. We were told composite products are far more superior than cedar and one would not really have this issue. Well it doesn't seem to be true at least in our case. See photo of gap joints when the cold weather arrives. The joints are not touching even after the warmer weather arrives.
Bottom line, a lot of money was paid for our deck but the company failed to stand by their warranty and service follow up.

Approximate cost of services:
$25,000.00
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Previous versions of this review:

GW50
GW50
3 reviews Markham, ON
6/10

Follow up service needs improving

We had our deck installed in 2016. Good thing we were home at the time, as they installed one part of our deck incorrectly and had to remove the entire section and rebuild to correct, but then we had several holes in our brick that although they filled the wall, it still did not look great. Overall the crew did a good job, however, follow up after market service was not the best. We had small lights install throughout our deck and it stopped working after 1 year. We had made several attempts to have someone inspect, and although they said someone will come, nobody showed. We were told the lights which by the way came from Home Depot were not really covered by them. During the planning stages, it was recommended as an option, so we paid and had them installed.
It is now 2020, we received no compensation for the holes in our wall, but will continue to contact the company in hopes that our concerns will finally be addressed. update will be posted.

Approximate cost of services:
$25,000.00