A. Sakis Refrigeration & Appliance

Complaint: I am rejecting this response because: There were several emails and phone calls beginning in Feb about when our deck refinishing would be completedIf Annette and your staff had been honest with me and said that the work would not be done until May, we would never have signed a contract and submitted a depositWe needed the work done by a certain date to have our grad party in mid-MayThe emails I have as well as the verbal information Annette gave me, promised the work would begin in March, weather pendingLook back at the weather in March and April - there were many days of dry weather over and even much higher over (many many more dry days than rainy)Since Annette told me in January that I was at the top of the list to get my deck done, I understood that the work would be done in March if the weather was dry and over In fact, an email from her in late Feb told me the work would begin in a couple weeksIt was dry and over day after dayWhy wasn't the work done on any of those days as Annette had promised me? Why didn't your company call me each time to schedule a new date when they did not show upThere were days we were scheduled and it was dry but no showWe had no choice but to hire another company because invitations to the grad party had been sent outI had a promise from Annette and whoever the manager was at that time, that the deck would be done in time for our partyWhen 1/months came and went by, and Deck Tech continued to not show up to do the work, they broke the contract in my opinionKeeping money for work you never did, is stealingDeck Tech did come to power wash, but that wasn't worth the $you kept from us Why did they wash the deck weeks before they intended to do the work? I clearly recall the day after our power wash was a very sunny, dry day and no workers came to refinish our deckWe were left waiting with patio furniture all over our yardDay after day the grass was dying as we expected Deck Tech to come do the workThis is very disrespectfulThe lack of communication and customer service is terribleWhy would you want to take someone's money for work you never did? You are blaming this on the weather and that is not the caseI will never recommend Deck Tech in Naperville where I have lived for years in different neighborhoodsWe know hundreds of people we could have referred to youRather I will tell everyone NOT to ever use Deck TechYour company is a disgrace and there are other complaints similar to mine on Revdex.com Sincerely, Patricia [redacted]

Mrs [redacted] , On June 8, 2016, our Customer Service department contacted you in regards to your upcoming scheduled wash serviceYou spoke to our customer service representative, [redacted] , and as it is stated in the notes “Needs more noticeAbout a week because she has a lot of stuff on her deck she will need help removing.” We complied with that request and completed the contracted serviceAny communications with our Customer Service Representatives this year was in reference to a free service that we provided in as a courtesy to you for any inconvenience that you may have experienced with our service in We satisfactorily serviced your deck in and provided the Free Spring Clean as a courtesy for scheduling issuesWe provided both the original service you contracted, as well as the free courtesy wast is unfortunate that any miscommunication happened, but it was simply a mistakeWe again apologize for your inconvenience, but Deck Tech will not be providing any further services on your deck

Initial Business Response / [redacted] (1000, 6, 2015/08/18) */ Ms***- We appreciate the opportunity to respond to your reviewFrom your account, we note that we did the wash and seal service to your property on 11/5/and 11/8/13, respectivelyOn 1/21/2014, we called you to settle the payment, and you alerted us that the color was wrongUp to that point we had heard nothing about the color being wrongOver the course of 2014, we reached out to you to find a solution to your issueIn February and March, your sales representative contacted you numerous times to find a solutionYou repeatedly were unwilling, but maintained that the wrong color was applied to the deckWe contacted you in August and September to try to rectify this issue Due to lack of willingness to work with us, and the fact that we have no record of you changing your color and that the proposal you agreed to has the correct color, we have no option at this point but to press on and request full payment for a completed jobIn the end, we did the job we were contracted to do, which was to preserve and beautify your investmentAlthough we are sympathetic to your concern for your credit status, we stand firm on our request for full payment

Complaint: [redacted] I am rejecting this response because: FIRST of all in I NEVER refused to have them service the deck Also when [redacted] told me it was a two step process - that is HER fault not mine!!! How would I know what a "spring clean" entails??? She should know that I waited a week to find out when they were coming back out and had to call them and at first they checked the schedule to see and then said that I wasn't getting a "seal" - why did [redacted] tell me that? Why is that my fault? The spring clean doesn't stipulate ANYWHERE on the form that this is just a wash and not a seal Obviously [redacted] thought it a seal was included Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 13, 2015/08/13) */ Greetings Mr [redacted] - We thank you for reaching out to usIn our system we show that you called in for estimate on 4/Ron made the appointment to see you on 4/He followed up on 4/twice, on 4/and 4/Payment was received on 4/Color was chosen the following week and Ron sent the job to scheduling on 5/We then proceeded to wash your deck on 5/In [redacted] we had days of rainfall and getting jobs completed proved to be neimpossibleIt was on 5/you called us and stated that the timeframe in which we were working was "unacceptable." While we understand your frustration, we unfortunately cannot compromise jobs and "rush" them by sending our teams out to seal during what we know to be inclement weatherIt is standard with any outdoor service provider to have to work around weatherOne of our long-time goals is to stand behind our warrantyIn order to do this, we have to ensure that we are applying seal at opportune timesA compromise of this, would hinder us from living up to our 100% guarantee against chipping and peeling of our product Finally, we would like to note that we privately settled the financial portion of this issue with you amicablyThank you for working with usWe hope to improve our delivery and overall customer service

Final Consumer Response /* (2000, 5, 2015/07/01) */
I went on line to close case #XXXXXXXX with Deck TechThey have settled the complaint to our satisfaction with a refund of the deposit requestedCould you please remove the review? Thank you!
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mrs***, We have read your complaint to the Revdex.com and we would like to state the facts of your accountOn 05/23/we received and applied your deposit to begin the work on your deckWe contacted you on 06/08/to let you know that your wash visit was scheduled for
06/10/16, which you refusedYou stated that you needed more time removing the items from your deckYou were then put back into the scheduling que and we contacted you again on 06/24/to inform you of your rescheduled wash visit on 06/27/We completed the wash on 06/27/We spoke to you on 06/29/to advise you of your tentative seal date of 06/30/We completed the seal visit on 06/30/On July 14th, we received an email from you stating that you had not authorized us to charge your credit card for the remaining balance that was duePer our terms and agreement, “Full payment is due from Customer immediately upon Deck Tech’s completion of servicesIf Customer has previously provided Deck Tech with credit card information, Deck Tech is authorized to charge any outstanding balance against that credit card promptly following Deck Tech’s completion of servicesDeck Tech requires a 30% non-refundable deposit prior to scheduling any work”As a courtesy, Customer Service felt that for your inconvenience, we would offer you a free Spring Clean. This is a paid service that we offer to all of our customers, where Deck Tech comes out and cleans your deck after winter. This service is for a quick power washing of your deck and does not include sealing your deck. We offer additional services that include sealing, such as a Wash and SealYou spoke with our office again on 04/17/to request your Free Spring CleanOn 04/20/17, we performed the service of a Free Spring CleanWhen our office left you a voicemail and emailed you informing you of your scheduled wash service, the customer service representative, ***, did receive an email back from you inquiring when you would be able to place your furniture back on your deckUnbeknownst to her, and because she was working from a printed call list, she was not aware that your particular service was for a wash only. Almost all of our paid services include a wash and also a seal of the deck, so her natural response was to inform you that you could replace the furniture back on the deck, as long as it was removed again before the sealIt was explained to you during my telephone conversation with you what had happenedAs stated on that telephone call to you also, we apologize for the inconvenience and the confusion that this caused you, but it was a simple miscommunicationAt this time, all services that were given to you have been performed in full and no further action will be provided

Mr***, Thank you for contacting us in regards to the concerns you had with your deckThe weather plays a major factor in our work, as well as any other company that works outdoorsWe try to schedule any return visits as soon as possible, but unfortunately the weather does not
always cooperateI know we have spoken a few times prior to our phone conversation today. On 6-6-we completed a follvisit to address all concerns. On 6-7-we spoke and you indicated you were pleased with the work, I am grateful we were able to reach a resolution and address your concernsI want to assure you that at Deck Tech it is our intention to satisfy our customers 100% from the beginning of the service timeline until the end. If you have any other concerns, please reach out to me and I will address them in a timely and efficient manner Warm Regards, Linda ***

Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for taking the time to speak with me TuesdayAfter further research, below are our findings:
I want to start out by saying, that your solid stain job was completed to the specification of all projects that start out a solid stain,
we re-stain over the existing solid stain with a like productSo we have no doubt that the product will hold up to the year Warrantee that we offerThe confusion started when our customer service agent misstated the facts of your job based on her belief that your job was a conversion from a solid stain to our deck tech productThe fact that we believe our product is the best product for all wood surfaces, and if *** thought we could have achieved 85% removal (a statement reserved for only a deck that is being converted to our product) she would have tried to advise you to select the much more involved process of converting your deck over to DT 1000, our premium brandFor that confusion we are sorry, but this comment wouldn't have changed the way we approached or completed your jobAs far as ***'s email, she was obviously generalizing because we do not have a warranty that spans from 24-monthsPer the agreed upon terms and conditions, that direct you to our website for specific warrantee information, our solid stains have a warranty of monthsThis time frame in most cases is above the industry standard, because we are not just warranting the materials, we also warrantee the labor to recoat the deck
To recap your job was completed in the exact matter that it was meant to be, based on the signed contractThe only confusion came in by our customer service agent who did not understand the scope of the project at the time, made an honest mistake and that will be managed internallyThe fact however, remains that our contract and warranty are above reproach with regard to industry standardsPlease reference your contract and you will also find information in regards to our warranty at www.decktechinc.com
Based on my research and the result, the job was done according to specificationWe have no problem standing behind the 24-month warrantyIf something was not done right, the paint will fail within that period and we will gladly return to honor our warrantyIt is a long-standing promise and commitment we make to the customer to care for their investmentAt this time we are considering this file closedWe will be there to support you in any way we can in the future
We have been in business for over years now and if we make a mistake, we own up to it and correct itIn turn, if we are in the right and have not done anything incorrectly, then we have to hold our position and passionately defend ourselves and our Deck Tech name regardless of the actions in which a consumer threatens us with
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Deck Tech:
"The confusion started when our customer service agent misstated the facts of your job based on her belief that your job was a conversion from a solid stain to our deck tech product."
Therein lies the problemYour customer service agent REPEATEDLY provided us with the wrong informationHad the customer service agent told us that the old stain would not be removed from the deck we would NOT have hired Deck TechWe have had issues with our deck peeling when new stain was applied over old stain, and we did not want to risk that happening again which is why we, several times, clarified with the customer service agent exactly what we were buying and paying forBased on the multiple assurances from your customer service agent that the previous stain would be removed we entered into a contract with Deck Tech
Deck Tech did NOT provide the service its very customer service agent said that it would provideWe consider this more than a mistakeIts advertising and fraudWe do not intend to pay for your customer service agent's mistake

Mrs. [redacted], On June 8, 2016, our Customer Service department contacted you in regards to your upcoming scheduled wash service. You spoke to our customer service representative, [redacted], and as it is stated in the notes “Needs more notice. About a week because she has a lot of stuff on her deck she will need help removing.” We complied with that request and completed the contracted service. Any communications with our Customer Service Representatives this year was in reference to a free service that we provided in 2017 as a courtesy to you for any inconvenience that you may have experienced with our service in 2016. We satisfactorily serviced your deck in 2016 and provided the Free Spring Clean as a courtesy for scheduling issues. We provided both the original service you contracted, as well as the free courtesy wash. It is unfortunate that any miscommunication happened, but it was simply a mistake. We again apologize for your inconvenience, but Deck Tech will not be providing any further services on your deck.

Initial Business Response /* (1000, 13, 2015/08/13) */
Greetings Mr. [redacted] -
We thank you for reaching out to us. In our system we show that you called in for estimate on 4/6. Ron made the appointment to see you on 4/11. He followed up on 4/13 twice, on 4/14 and 4/18. Payment was received on...

4/17. Color was chosen the following week and Ron sent the job to scheduling on 5/1. We then proceeded to wash your deck on 5/8. In [redacted] we had 21 days of rainfall and getting jobs completed proved to be next-to impossible. It was on 5/29 you called us and stated that the timeframe in which we were working was "unacceptable."

While we understand your frustration, we unfortunately cannot compromise jobs and "rush" them by sending our teams out to seal during what we know to be inclement weather. It is standard with any outdoor service provider to have to work around weather. One of our long-time goals is to stand behind our warranty. In order to do this, we have to ensure that we are applying seal at opportune times. A compromise of this, would hinder us from living up to our 100% guarantee against chipping and peeling of our product.

Finally, we would like to note that we privately settled the financial portion of this issue with you amicably. Thank you for working with us. We hope to improve our delivery and overall customer service.

Complaint: 11989568
I am rejecting this response because: There were several emails and phone calls beginning in Feb about when our deck refinishing would be completed. If Annette and your staff had been honest with me and said that the work would not be done until May, we would never have signed a contract and submitted a deposit. We needed the work done by a certain date to have our grad party in mid-May. The emails I have as well as the verbal information Annette gave me, promised the work would begin in March, weather pending. Look back at the weather in March and April - there were many days of dry weather over 50 and even much higher over 60 (many many more dry days than rainy). Since Annette told me in January that I was at the top of the list to get my deck done, I understood that the work would be done in March if the weather was dry and over 50. In fact, an email from her in late Feb told me the work would begin in a couple weeks. It was dry and over 50 day after day. Why wasn't the work done on any of those days as Annette had promised me? Why didn't your company call me each time to schedule a new date when they did not show up. There were days we were scheduled and it was dry but no show. We had no choice but to hire another company because invitations to the grad party had been sent out. I had a promise from Annette and whoever the manager was at that time, that the deck would be done in time for our party. When 3 1/2 months came and went by, and Deck Tech continued to not show up to do the work, they broke the contract in my opinion. Keeping money for work you never did, is stealing. Deck Tech did come to power wash, but that wasn't worth the $800 you kept from us.  Why did they wash the deck weeks before they intended to do the work? I clearly recall the day after our power wash was a very sunny, dry day and no workers came to refinish our deck. We were left waiting with patio furniture all over our yard. Day after day the grass was dying as we expected Deck Tech to come do the work. This is very disrespectful. The lack of communication and customer service is terrible. Why would you want to take someone's money for work you never did? You are blaming this on the weather and that is not the case. I will never recommend Deck Tech in Naperville where I have lived for 19 years in 3 different neighborhoods. We know hundreds of people we could have referred to you. Rather I will tell everyone NOT to ever use Deck Tech. Your company is a disgrace and there are 15 other complaints similar to mine on Revdex.com. 
Sincerely,
Patricia [redacted]

Initial Business Response /* (1000, 6, 2015/08/06) */
Hello Ms. [redacted]
Thank you for sharing your experience. Although you posted this review, in the days it took to go public we were able to connect you with the sales representative and come to an amicable solution.
We appreciate your...

desire and willingness to work with us for a resolution. We [redacted] consider the matter closed. Thank you again for your time!

Complaint: [redacted]
I am rejecting this response because:  FIRST of all in 2016 I NEVER refused to have them service the deck.  Also when [redacted] told me it was a two step process - that is HER fault not mine!!!  How would I know what a "spring clean" entails??? She should know that.  I waited a week to find out when they were coming back out and had to call them and at first they checked the schedule to see and then said that I wasn't getting a "seal"  - why did [redacted] tell me that?  Why is that my fault?  The spring clean doesn't stipulate ANYWHERE on the form that this is just a wash and not a seal.  Obviously [redacted] thought it a seal was included. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/18) */
Ms. [redacted]-
We appreciate the opportunity to respond to your review. From your account, we note that we did the wash and seal service to your property on 11/5/13 and 11/8/13, respectively. On 1/21/2014, we called you to settle the payment, and...

you alerted us that the color was wrong. Up to that point we had heard nothing about the color being wrong. Over the course of 2014, we reached out to you to find a solution to your issue. In February and March, your sales representative contacted you numerous times to find a solution. You repeatedly were unwilling, but maintained that the wrong color was applied to the deck. We contacted you in August and September to try to rectify this issue.
Due to lack of willingness to work with us, and the fact that we have no record of you changing your color and that the proposal you agreed to has the correct color, we have no option at this point but to press on and request full payment for a completed job. In the end, we did the job we were contracted to do, which was to preserve and beautify your investment. Although we are sympathetic to your concern for your credit status, we stand firm on our request for full payment.