Brush N Roll Co. LLC

April 20, 2017RE: Complaint [redacted] Dear [redacted] ,My letter is in response to complaint [redacted] filed by customer [redacted] On August 19, 2015, my company completed an exterior painting project for Mr [redacted] The paint job included the entire exterior or his home, including the deck structureThe floorboards, deck railings, deck steps, and underside of the deck structure were stained using Sherwin-Williams’ SuperDeck Exterior Waterborne Solid Color Deck StainOn February 15, 2017, after the deck had sustained almost two long, harsh winters, Mr [redacted] contacted our estimator to let him know that the stain was peeling from his deckOur estimator indicated he could make a site visit to personally assess what had occurred; however, there was snow covering the deck at the time so Mr [redacted] indicated he would instead email photos once the deck was clear of snowOn March 2, 2017, Mr [redacted] emailed photos of the deck to our estimatorOur estimator indicated that, based on the photos, it appeared that the cause of the peeling stain on the floorboards was water accumulation and moisture retention due to the way the deck was builtHe explained that the lack of spacing between the floorboards on the deck caused water to accumulate on the deck surface, therefore causing the product to peelHe pointed out that even before we completed the staining job on the deck, there was substantial peeling of the product that had been applied previouslyOur estimator explained that our warranty specifically excluded damages caused by weather conditions, such as temperature changes or excessive moisture, and faulty workmanship by othersHe proceeded to attach a copy of the contract signed by Mr [redacted] that contained our warranty statementMr [redacted] ’s response was threatening, indicating that we would either address the issue and maintain a good relation or “burn the bridge” and get Revdex.com involvedOur estimator indicated we had not neglected to resolve the issue but were simply assessing the cause of the damageOur estimator suggested that he, along with a Sherwin-Williams representative and myself, could meet with Mr [redacted] to further discuss the issue in personMr [redacted] agreed to meet us at the jobsite on Friday, April 4, 2017.Upon our arrival to Mr [redacted] ’s home, I observed that, in fact, there was no spacing between the floor boards of the deck and could see mildew forming in between the floorboards from the water accumulation and moisture retentionOur estimator proceeded to use a handheld moisture meter to measure the percentage of moisture retained in the wood of the deckWhile the railings of the deck had a moisture retention level of about 3%, the floorboards ranged from 28% to 35% in moisture retentionWe proceeded to measure the moisture of the boards on the underside of the deck, which resulted in a 9% to 18% rangeThe railings and underside of the deck did not show any signs of peeling stain or mildew formation and – coincidentally – also did not show signs of peeling stainOther areas of the deck floor seemed to be distressed by furniture that appeared to have been dragged across the deck surface, and other areas seemed to be distressed by wear and tear – especially on high trafficked areas such as the deck stair treadsI concluded that the cause of the condition was not based on our faulty workmanshipI also observed that the paint job on the rest of the house was holding up great and pointed this out to Mr [redacted] The Sherwin-Williams specialist pointed out that the peeling of the stain was only occurring on the deck floor areas where water was accumulating and mildew was forming; he indicated that if the peeling of the stain was truly a result of faulty workmanship or product failure, the stain would have peeled off the entire deck and not only on the areas where there was moisture retention due to water accumulationThe Sherwin-Williams specialist indicated that he also agreed that because there was insufficient space between the floorboards, there was excessive moisture retention on the deck floor, causing the product to peel off the surfaceI proceeded to explain to Mr [redacted] that there was a clear consensus that the water accumulation and excessive moisture retention caused by the lack of spacing on the floorboards resulted in the stain peeling off the deck floor surfacesI indicated that the condition was clearly not a result of faulty workmanship on our behalfI reiterated that our warranty did not include repair work on damages caused by weather conditions, such as temperature changes or excessive moisture, and faulty workmanship by othersI explained that although the repair work was not covered by our warranty, out of courtesy, I could have one of our crews apply a product of his choice to the deck once he had properly washed, sanded, and prepared the deck floorI explained that he would also have to purchase the new stain, as all we could offer was to supply the labor to apply the product of his choiceI explained that this was all out of courtesy to him but would have to be done on a day when our crews were in the area, as we currently have a backlog of exterior homes waiting to be paintedMr [redacted] appeared to be discontent – he indicated that we should sand and prepare the area as well as supply and apply the stain ourselves, and that it would only take about thirty minutes to do all the sandingI indicated that thirty minutes was not sufficient to sand the deck floor and further clarified that our warranty did not cover the damage and that I was only extending this offer to help him get the job doneI further explained that the chances of the new stain peeling again were very high, as it is the poor design of the deck floorboards that is causing the moisture retention and consequently the peeling of the stainI indicated that all I could do to help was offer to have a crew come out to his home and apply his product of choice once the deck was properly prepared and the stain was purchasedMr [redacted] indicated this was not acceptable and immediately stormed out to his car and drove away at an excessive speed, leaving myself, our estimator, and the Sherwin-Williams specialist behind.While we have stained numerous decks, we have not had a single issue such as Mr [redacted] ’sI firmly believe our customers have a clear understanding of the exclusions specified in our warranty statement and are fully aware that the peeling of stain and paint is very often – if not always – caused by other components that are beyond our workmanshipIn an effort to help our customer, I extended a generous offer that was disrespectfully rejected.Should you have further questions, please do not hesitate to contact me.Best, Claudia *V***

20 April 20, 2017RE: Complaint [redacted]Dear [redacted],My letter is in response to complaint [redacted] filed by customer [redacted]. On August 19, 2015, my company completed an exterior painting project for Mr. [redacted]. The paint job included the entire exterior or his home, including the...

deck structure. The floorboards, deck railings, deck steps, and underside of the deck structure were stained using Sherwin-Williams’ SuperDeck Exterior Waterborne Solid Color Deck Stain. On February 15, 2017, after the deck had sustained almost two long, harsh winters, Mr. [redacted] contacted our estimator to let him know that the stain was peeling from his deck. Our estimator indicated he could make a site visit to personally assess what had occurred; however, there was snow covering the deck at the time so Mr. [redacted] indicated he would instead email photos once the deck was clear of snow. On March 2, 2017, Mr. [redacted] emailed photos of the deck to our estimator. Our estimator indicated that, based on the photos, it appeared that the cause of the peeling stain on the floorboards was water accumulation and moisture retention due to the way the deck was built. He explained that the lack of spacing between the floorboards on the deck caused water to accumulate on the deck surface, therefore causing the product to peel. He pointed out that even before we completed the staining job on the deck, there was substantial peeling of the product that had been applied previously. Our estimator explained that our warranty specifically excluded damages caused by weather conditions, such as temperature changes or excessive moisture, and faulty workmanship by others. He proceeded to attach a copy of the contract signed by Mr. [redacted] that contained our warranty statement. Mr. [redacted]’s response was threatening, indicating that we would either address the issue and maintain a good relation or “burn the bridge” and get Revdex.com involved. Our estimator indicated we had not neglected to resolve the issue but were simply assessing the cause of the damage. Our estimator suggested that he, along with a Sherwin-Williams representative and myself, could meet with Mr. [redacted] to further discuss the issue in person. Mr. [redacted] agreed to meet us at the jobsite on Friday, April 4, 2017.Upon our arrival to Mr. [redacted]’s home, I observed that, in fact, there was no spacing between the floor boards of the deck and could see mildew forming in between the floorboards from the water accumulation and moisture retention. Our estimator proceeded to use a handheld moisture meter to measure the percentage of moisture retained in the wood of the deck. While the railings of the deck had a moisture retention level of about 3%, the floorboards ranged from 28% to 35% in moisture retention. We proceeded to measure the moisture of the boards on the underside of the deck, which resulted in a 9% to 18% range. The railings and underside of the deck did not show any signs of peeling stain or mildew formation and – coincidentally – also did not show signs of peeling stain. Other areas of the deck floor seemed to be distressed by furniture that appeared to have been dragged across the deck surface, and other areas seemed to be distressed by normal wear and tear – especially on high trafficked areas such as the deck stair treads. I concluded that the cause of the condition was not based on our faulty workmanship. I also observed that the paint job on the rest of the house was holding up great and pointed this out to Mr. [redacted]. The Sherwin-Williams specialist pointed out that the peeling of the stain was only occurring on the deck floor areas where water was accumulating and mildew was forming; he indicated that if the peeling of the stain was truly a result of faulty workmanship or product failure, the stain would have peeled off the entire deck and not only on the areas where there was moisture retention due to water accumulation. The Sherwin-Williams specialist indicated that he also agreed that because there was insufficient space between the floorboards, there was excessive moisture retention on the deck floor, causing the product to peel off the surface. I proceeded to explain to Mr. [redacted] that there was a clear consensus that the water accumulation and excessive moisture retention caused by the lack of spacing on the floorboards resulted in the stain peeling off the deck floor surfaces. I indicated that the condition was clearly not a result of faulty workmanship on our behalf. I reiterated that our warranty did not include repair work on damages caused by weather conditions, such as temperature changes or excessive moisture, and faulty workmanship by others. I explained that although the repair work was not covered by our warranty, out of courtesy, I could have one of our crews apply a product of his choice to the deck once he had properly washed, sanded, and prepared the deck floor. I explained that he would also have to purchase the new stain, as all we could offer was to supply the labor to apply the product of his choice. I explained that this was all out of courtesy to him but would have to be done on a day when our crews were in the area, as we currently have a backlog of exterior homes waiting to be painted. Mr. [redacted] appeared to be discontent – he indicated that we should sand and prepare the area as well as supply and apply the stain ourselves, and that it would only take about thirty minutes to do all the sanding. I indicated that thirty minutes was not sufficient to sand the deck floor and further clarified that our warranty did not cover the damage and that I was only extending this offer to help him get the job done. I further explained that the chances of the new stain peeling again were very high, as it is the poor design of the deck floorboards that is causing the moisture retention and consequently the peeling of the stain. I indicated that all I could do to help was offer to have a crew come out to his home and apply his product of choice once the deck was properly prepared and the stain was purchased. Mr. [redacted] indicated this was not acceptable and immediately stormed out to his car and drove away at an excessive speed, leaving myself, our estimator, and the Sherwin-Williams specialist behind.While we have stained numerous decks, we have not had a single issue such as Mr. [redacted]’s. I firmly believe our customers have a clear understanding of the exclusions specified in our warranty statement and are fully aware that the peeling of stain and paint is very often – if not always – caused by other components that are beyond our workmanship. In an effort to help our customer, I extended a generous offer that was disrespectfully rejected.Should you have further questions, please do not hesitate to contact me.Best, Claudia *. V[redacted]

Complaint: [redacted]
I am rejecting this response because: The paint peel off on the stair where the small gap "excuse" doesn't apply. Furniture stay in same place (doesn't "walk") on the deck.
Sincerely,
[redacted]