Deck Helmet

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 Complaint: [redacted]
I am rejecting this response because:  I have documented several images showing the paint chipped off the deck and when you were there (in the dark with your flashlight) you saw that the between the boards looked horrible.  It does need to be cleaned but that is not the issue.  Also, you accused me of cleaning it with a powerwasher so this is getting absurd.  This should be covered under warranty since  the paint is CHIPPPING.Also, you should not have been on my property without my permission to be there or giving me the day and time you were coming. 
Regards,
[redacted]

I do not accept this response, I want a full refund and I want my broken statue reimbursed.  That is the one option or I will escalate this to small claims court.  I am no longer...

playing this back and forth game.  The owner is rude and cares nothing for the customer or the damage done at my residence.  No business should be able to destroy your property and act like it is not their responsibility to make it right.  
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a...

reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]                                            Good morning, deck helment said that the items that was order, they sent someone to pick the order back up , the gentlemen that deliver the items, is the same                                               guy who came back to pick the items up, after we contact them' as to why did they deliver, the items without us having any knowledge, and withdrawing the 
                                              remaining balance out of our account; for a  deck that hasn't even gotten started on, which suppose to get started in early April, they came back around January the 17th 
                                              and picked the items up, that should not have anything to do with returning our deposit, as we said before we have a crisis that we are dealing with at this time
                                              in our life and can not afford to get the deck done, and we may not be living here, and we are not replacing a deck to a home we may be moving out of, it was snow
                                              on the ground when they deliver the items and snow on the groud when they came back and picked it back up, the deliver guy said he didn't understand himself as to why they sent
                                              him to deliver the items so early and then have to come all the way back to pick it  back up, he said that home depo will just restock it, that's what they normally do, again
                                              we want our deposit of $2, 475 return" their items was return and we like our funds return, again we can not afford to get the deck done at all. thank you for giving us 
                                              opportunity to address our crisis if you need to speak with us please feel free to contact us at ###-###-####
                                                                                                           
                                                                                                                                                                                                                                                Thank you

The job is estimated to be completed by the date provided. I will be more than happy to schedule your job for this week. Thank You

Revdex.com:
We accept this response IF the business is willing to...

perform the fix that the technician recommended. The technician suggested that the appropriate fix would be to replace and coat the boards that do not meet our expectations because they should have been replaced initially. We do not want additional coats of the material on top of what has already been placed. 
Regards,
[redacted]

We have sent the refund out and it should be arriving this week

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me but I would like this case to remain open until I receive the check since I received an email last year stating the same but the check was never delivered.. 
Regards,
[redacted]

We sent a check for the dead fish $288  check # [redacted]
Issue has been resolved 
We sent a check for the dead fish $288  check # [redacted]
Issue has been resolved 
We sent a check for the dead fish $288  check # [redacted]
Issue has been resolved 
We sent a check for the dead fish $288  check # [redacted]
Issue has been resolved 
We sent a check for the dead fish $288  check # [redacted]
Issue has been resolved 
We sent a check for the dead fish $288  check # [redacted]
Issue has been resolved

Review: Good morning. I writing to submit a complaint against Deck Helmet for not delivering the agreed upon services by May 19, 2014, and failure to communicate appointments and return phone calls. I have called deck helmet approximately fifteen times. When ###-###-#### I talk with a representative and I am told that the issue will be escalated and someone will be contacting me. However, no one calls to provide me with a start date for this project which was scheduled to be completed on May 19, 2014 (yesterday). When I called this morning one supervisor hung up on me when I asked to speak with someone that could provide me with a start date. I called right back an [redacted] (by the way, employees are not allowed to provide the full names when asked) promised to have someone contact me as soon as possible (which deck helmet representatives always say). Again, no one has called me back. What's even more disturbing is that Deck Helmet currently has $2500 of my hard earned money. Please Help!!!Desired Settlement: I want the work started immediately or a refund. Thank you

Business

Response:

Hello this is [redacted] the owner of Deck Helmet we will make sure to have your project completed by the end of next week. Please call me on Monday after 4pm to go over details thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and met with [redacted] on Tuesday, May 27, 2014 during the afternoon. Mr. Apter has made a commitment to complete the project by the end of the week. However, I would like to keep this complaint open until all remaining work is "satisfactory completed." I will keep you posted!

Regards,

The estimate person was very polite and professional. He explained everything in detail and very easy to understand. From that point on everything started going south. I did not hear anything back from anyone for over 2 weeks until I contacted them asking what was the status of the project and if I could receive a timeline for when the remaining tasks were going to be executed. At that point someone contacted me to let me know that the pressure washing was going to happen in a couple of days. The man came and cleaned the deck. Boy it took this man an entire hour and a half. The cleaning was a joke. Then another 10 days went by without anyone contacting me until again, I was the one who initiated the contact. So much for good communications with customers. I then get a call telling me that the folks were going to fix the deck soon but without a date. The next day my wife gets back from the grocery store and finds a bundle of lumber left in front of the house on the edge of the street. Did anyone call us? You guessed it. Another no. Anyway, this was a Wednesday, that Friday my family and I were going out of town. On our way to our destination I receive a call. There is a guy in my house saying that they are there to fix the deck. OMG. What happened to letting the customer know? Bottom line the weather was bad and the guy and his team mate ended up leaving and not because the weather was bad but because the lumber that was left was the wrong kind so he had to go and get a different set anyway. So they came back on Monday. Well after the guys finished I started inspecting the work and began wondering myself what happened to their promise on their SOW that says "Apply Credit Card thick coating of flat surfaces up to 1/4 inch thick". Not True. There still a lots of cracks very visible. For the amount of money this people charge it is not worth it. I am very disappointed and definitely will not endorse nor recommend these folks to anyone.

Review: I hired Deck Helmet [redacted] to resurface, fill all existing cracks and apply their Revolutionary Coating system to my deck. My Deck was already in good condition only approx. 2yrs old. I already had the deck sealed with the exact [redacted] Premium paint Deck Helmet uses which itself provides a 10yr\25yr warranty 10yr. flat surface\30yr. vertical. Before signing the contract, I asked the salesperson if they simply used [redacted] paint to coat the deck or if in fact they had some revolutionary coating they used in combination with the paint. I was told that they did have their own revolutionary coating additive that was put into the [redacted] paint and that the [redacted] paint was used for the color. I was promised that all my cracks would be filled, that the deck would have a composite like finish and that the flat surfaces would have a 1/4 inch thick coating. This is not what I received. My Deck has visibly open cracks. The coating is not 1\4 of an inch thick with a composite like finish. The finish is not smooth in some areas and the cracks are not filled to the surface, providing a uniform, smooth and 1\4 inched coated surface in all areas of the deck.Desired Settlement: I would like a Billing Adjustment to have the final balanced waived. I would like all cracks filled and coated so that none are visible anywhere on the entire deck and I would like the coating to be 1\4 inch as promised.

Business

Response:

We will be out on the next nice day to fill the cracks. We will send you a $250 gift card for [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The job has not been completed and I do not know if it will be completed satisfactorily. I have missed two days from work trying to make sure the work is done as advertised. The project manager told me they would be back this Tuesday when the weather was nice. The weather was nice and Deck Helmet did not show or call.

Regards,

Business

Response:

We will be out on the next nice day to finish the project. We will give you a $100 discount.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The coating put on my deck has now bubbled and blistered, attached is the proof! This project with Deck Helmet has been nothing but problems from day one and a huge inconvenience to my family. I was told that a revolutionary patent pending coating would be applied with a composite like finish that would fill all cracks and no cracks would be visible. The coating applied is far from that and I am concerned that the finish project will be no better.

Regards,

Business

Response:

[redacted], we have already provided you with an extremely large discount to be a referral. The rain is out of Deck Helmets control and now that it has stopped raining we will be out to fix the deck and make sure it looks like a true show deck. We would like to use you as reference as we have a agreed so its in our benefit to make sure your deck looks amazing when its done. We will be out to fix all the issues on Monday weather permitting. I will be able to offer you $200 of off to resolve this issue.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: I need to see that the deck indeed looks like a true show deck when the project is complete. Additionally, I should not have had to deal with all the inconveniences. It is Monday, the weather is nice and once again no one is here as promised

Regards,

Business

Response:

We can offer you $300 discount and make sure your deck looks perfect.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: My deck looks far from perfect and now even looks far worst then it did before the last visit. The pictures attached are visible proof. On Friday 10/25/2013 Deck Helmet returned for what they said who be the final coating. The service person applied a coating to the rails and then one side of the deck flooring before he stopped and left. He stated that the previous coating on the floor had not dried well enough. What I found the next day was a shock and do not contribute solely to the previous coating not being dry. The areas coated look terrible and are completely unacceptable. On the floor areas that were painted there is uneven sandy deposits as if the paint was not mixed at all. The rails that were painted have nasty looking spots, see attached photos. We have now gone beyond the Oct. 26th stated completion date and this entire project has been a major inconvenience to my family and I! At this point, I question if Deck Helmet will ever get the job right!

Business

Response:

We will be to fix the issues asap and provide you with a $500 discount

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The project is still unfinished. I've attached photo's since the last visit that clearly show an area of the deck where the coating was not applied at all. Additionally, I have attached photo's of the few remaining cracks that I would like completely sealed\covered. I will mark these areas with blue painters tape.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted],

[redacted],

In my last correspondence via the Revdex.com I submitted photos of an area on my deck that was still left un-coated and a few small cracks that needed to be covered. I also sent an email including the photo's to the project manager [redacted]. He returned response indicating that he would be back to fix these problems. I am willing to accept Deck Helmets last offer of $500 and the restaurant coupons that were emailed to me contingent upon the items in the photo's being repaired.

Thank you for your assistance in this matter.

Kind Regards,

Review: Deck Helmet uses a calling service with no knowledge of the product but merely reads a script that explains the process and schedules appointments. However, when the appointment was "lost" and Deck Helmet representatives did not appear as scheduled, there was no meant to reconcile the issue or talk to someone directly from Deck Helmet. I took a half day off from work to be at the appointment and no one showed. When I called the number on the flyer I received in the mail, I merely got the calling service who had no way to resolve the problem. Deck Helmet has chosen to not have personal representatives available to their potential customers and instead hide behind the " I don't know how to help" approach by their hired service. In my mind, the service they hire to perform a function is a direct reflection of them as a business and I would recommend to all I know to avoid doing any business with this company since they are not providing true customer service elevating the concern that they do not want to answer questions before coming to your home. I find this suspicious an unethicalDesired Settlement: Direct interface with management at Deck Helmet to explain the issue and determine if they are actually concerned about their customers and image

Business

Response:

I am very sorry for the issue you have had with our national call center. I will make sure to address this issue right away. I would be more than happy to personally come to your home and provide you with an estimate. You can call me on my direct line at [redacted] or I will call you tomorrow.

Review: CONTRACT MADE WITH THE CO. ON 2/7/2013 TO RESURFACE DECK. WAS TOLD THE WOULD BE HERE TO DO WORK 4/30/2013, 5/15/2013.\,6/4/2013. THENBETWEEN 6/27-6/28 OR 7/1-7/3/2013. I HAD PUT A DOWN PAYMENT OF $2,500. I CALL MANY TIME AND I GET THE RUN AROUND. I CANNOT ENJOY MY DECK .THE DECK FURNITURE IS ALL ON MY STEPS.IS THIS A SCAM.I COULD HAVE GOT ANOTHER CO. TO DO THE DECK BUT... THEY HAVE MY MONEY. THE AD LOOKS VERY GOOD. THEY DO NOT FOLLOW THROUGH. WITH WHAT THEY SAY. IT IS HALF WAY INTO THE SUMMER AND NOTHING IS DOWN. ALSO AND EMPLOYEE DAMAGED MY GATE UNDER THE DECK . HE DIDNOT CLOSE THE GATE AND THE WIND FLING IT OPEN AND IT BROKE. HE HAD BEEN INFORMED TO SHUT THE GATE TIGHT BECAUSE OF THE WIND. ICALLED THE CO. TODAY7/5/2013. THERE IS NO TIME LISTED FOR MY DECK TO BE DONE MD.[redacted] THEY USE THE EXCUSE THAT IT IS THE WEATHERTHIS HAS BEEN VERY FRUSTRATING TO ME.Desired Settlement: WOULD LIKE MY MONEY BACK SO I CAN GET ANOTHER CO. TO DO MY DECK.I DO WANT TO HAVE TO PAY THEN NOTHING. THANK YOU

Business

Response:

We have completed the deck and the job is PIF

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

THE DECK COLOR IS UNEVEN ,LIKE THEY FORGOT TO FINISH WITH THE LAST COAT OF PAINT.THE FINISHED WORK IS NOT WHAT I EXPECTED.THE AD IS VERY MISS INFORMING.THE PRICE WAS WAY TO HIGH FOR THE WORK THEY DID.

Review: When using the Deck Helmet website to see what colors were offered we used their Visualizer application. After going through the colors we chose Cedar. The color they applies did not match what was shown on the website. We were told to look at their portfolio pictures to get a more accurate representation of the colors but the pictures were not labeled with the color that that represented. In addition the sales person did not show us any samples of what the finished color would look like. We asked that they correct the situation by applying the color walnut over the cedar. They said that they would give us a quote for doing so and I explained that we felt that they should do this without any additional charges.Desired Settlement: That Deck Helmet come out and apply the color walnut to the deck so that it completely covers the current color cedar. In addition due to the failure to return calls or attempt to contact us, that they accept the money all ready paid as the final bill and send us an invoice marked paid in full.

Business

Response:

We would be happy to apply a new color but we would need to charge you for our true cost to redo with new color. $750

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:First the error was caused by incorrect information on their website.Second the contract specifies $500.00 to select another color and I do not believe we should be responsible for the additional cost..Third they have made no effort to contact or negotiate to resolve this issue in a professional manner.

Regards,

Business

Response:

Approved no charge

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

After canceling the procedure because of employee issues I have tried for over 2 months to get my refund. I have talked to Lazar Atanasov, Executive Manager of the Metro Washington Area in Bethesda, MD several times. Each time he tells me the check was sent. Then when I called back after 10 days of waiting for a check mailed from Bethesda, MD, Mr. Atanasov said he would void that check and overnight me a check. That never happened either. My advice to anyone thinking of using Deck Helmet - run away as fast as you can. They are not customer service oriented -- they are just out for the money.

Review: Deck Helmet resurfaced our deck about a year ago. The work was to involve replacing rotted boards and putting a solid surface stain or paint to protect the deck from rotting in the future. The product did not last a few weeks before the paint started peeling and the deck boards rotted more.

I spoke with the owner and he has refused to replace the rotted boards and resurface the deck. I was told "I live in a humid area and the product will not work on my deck"

I asked for some sort of refund and the owner has refused. The owner has refused any resolution.

The warranty clearly states that the product will last 10 years and it didn't even last 1 year. They are refusing to stand by the warranty.Desired Settlement: I wish for Deck Helmet to either replace the rotted boards and resurface the deck as their guarantee/warranty states or refund the $12000 I spent on the service.

Business

Response:

Deck Helmet will be happy to fix any areas that have failing coating.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The statement made by deckhelmet is untrue. On August 12, 2014 I received an email stating "Warranty Work Request Denied Result #[redacted]"

Review: Contracted to have company resurface our deck - work was to be completed by 4/30/14. Due to bad weather, they advised new completion date of 5/31/14. They have done no work as of today, 5/25/14. Twice we had dates scheduled and they did not show up, nor did we receive a call with any explanation. After calling to complain, received a new date, but still no show. Lots of promises, no action. Customer service has no record of us, have wrong phone number on file, have wrong name on file, have requested corrections which have never been made. Very poor customer service and breach of contract. Have requested refund to no avail.Desired Settlement: I would like my 50% deposit returned, I have no faith in the company and they have not met terms of contract.

Business

Response:

We will be out with the next 2 week to finish your deck. Please read the attached info below about the Deck Helmet process and the completion time frame.

Review: On May 15, 2013 I signed an contract with Deck Helmet to repair and apply their Deck Helmet coating to my deck. After the initial deck washing I phoned to ask a questions, that is when I discoverd that there is no direct phone to the local Deck Helmet brance--I have to go through a call center. After leaving a message, it took two days for a response. At time a person name [redacted] called, he did answer my question and he gave me his cell phone number should I have further questions or concerns. When I had a concern over a double billing issue I called [redacted] on June 18th leaving a message--he did not respond. I did call the message center and the issue was resolved, but at no time did I talk directly with anyone from Deck Helmet. On Thursday, June 20th the repair crew showed up unannounced. On Monday, June 24 the crew gave me 20 minutes notice that they were coming to apply the coating. Overall, the crew did a good job, but after the coating dried I noticed a few areas that I believe required futher top-coating. I called the call center on June 27th and received an email confirmation, but as of this date, July 8th no one from Deck Helmet has called. I also called [redacted], the repair team leader, on the cell phone number he provided and have received no response from him. It is apparent to me that the [redacted] Branch of Deck Helmet is not concerned with customer service or satisfaction. Therefore, I cannot in good conscience recommend that anyone contract with Deck Helmet.Desired Settlement: I would like to receive a call directly from who ever is in charge at Deck Helmet and schedule and inspection at my convience and proceed to finish the job.

Business

Response:

Hello this is Dave from Deck Helmet we have scheduled your work to be completed right away. We will be out within 14 days weather permitting.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: If I could I would be selecting multiple categories for this complaint because I have also made multiple attempts at resolution via the Deck Helmet customer service phone numberThey opened multiple trouble tickets ([redacted]; [redacted]; [redacted]; [redacted]) and I have yet to get resolution to our problem
We signed a contract with Deck Helmet on May We were told as part of their service process they would remove any warped, cracked, or rotting boards (their sales rep pointed out numerous boards all over our deck that they would replace), as well as the main rail on the deck, before treating our deckThey assured us we would receive a call so that we would be notified before anyone showed up to perform work at our houseThey showed up, unannounced on May Here is the info in the trouble ticket that I was able to update the day after they came out (May 2013):
I called yesterday afternoon just after the technicians left to report problems with our service
First, no one called to tell us technicians were even coming to our house yesterday to perform the installationIt's just by luck that someone happened to be home because our babysitter was sick
When the technicians completed their work and asked me to come out perform a reviewThe lead technician had me come down to the lower portion of the deck to observe what was done and confirm the work was completedI asked him if we should go up to the main deck to look over the work, and he told me that we should not because the deck should not be walked on for at least an hourI also raised some concerns about areas of the deck where the treatment seem to have not filled in all the cracks on the deck, and he told me this was completely because they use a sprayer to apply the application and it cannot get into all the cracksI asked him to confirm this because when we received our estimate we were told the substance that is used is specifically used because it will expand and fill in the various cracks on the deckThe lead technician assured that was not the case and I should be worried about it
Just after the technicians departed I went upstairs and looked out the window onto our deck and noticed several boards that we were told would be replaced because they are either warped, cracked, or split has not been replaced and were simply sprayed over with the treatmentOne of the boards is warped so badly it sticks up more than half of an inch, and they simply sprayed over it
When I called and reported issues last night the on-call person told me I would receive an email with a trouble ticket and some sort of a "punch list" via email where I could click the link and go to the website to resolve the problemHowever, as of this morning I had nothing via email - but I did get the trouble ticket email from the call I placed this morning, so not sure why I didn't get the one from last night
If someone could please contact me so that we can work to resolve this issue as soon as possible I would appreciate itMy four-year-old daughter has a birthday party this weekend and we were thrilled the deck was going to be done in time, and now it appears that it probably will not be done because my wife and I work all weekMy cell phone is [redacted], my work phone is [redacted], and my alternate number is [redacted]."
My wife and I subsequently noticed that in addition to these issues they also left nails all over our yardWe have three very young children in our home (4yrs, 3yrs, and 1yr) who could have been seriously injured by all these nails left behindMy wife almost punctured her foot, but luckily the nail she stepped on missed her foot, but did completely puncture her footwareWe also noticed that in clearing our deck for us (which I offered to do after they showed up with no notice) they broke at least one of our deck chairs - it appears they were dropping them from the deck down to our patio and snapped the legs of one of the chairs and never even told usWe had to find that out when we were preparing for my daughter's birthday party and found the shattered chair under a pile of chairs they left by our shed
We have made multiple calls to try to get this resolved, and so far - nothingIt was also very frustrating the day they showed up to have them asking us to run power cords into our house for their equipmentThat's something that they should have mentioned when they first came out and went over the services and had us sign the contractOur house has no external power-cords so if they need to use them it means we have no choice but to be home when they come out to treat our deck - something else they originally told us wasn't required
They finally sent someone out to survey the work, and this person agreed with us and pointed out to my wife several boards that should have been replaced and weren'tThey also rubbed against the deck treatment in one area while it was still wet, so that very small area is now not coated at all and is being exposed to all the rain and humidity
Since this time they called and told me they would come out earlier this week (Jun 2013) and assured is they'd take care of the problemI asked when, since I after the mistakes made on the first job, I'd like to be home to confirm their workThe person who called acted a bit shocked and indignant that I wanted to be home to see their workI decided not to push the issue, but did warn them that if I wasn't home that they would not be able to access the houses electrical outlets, and he said that wasn't a problemI made sure the deck was cleared, I left a note for them taped to the deck, and marked all the boards that needed to be replacedOnce again - they didn't show upIt was a beautiful day, so weather wasn't an issueAnd we got no call at all explaining why the work wasn't doneI called the cell phone number of the person who had contacted me to find out what happenedWe spoke briefly (he was rather abrupt on the phone) and he said he would call me backInstead I simply got a text message back saying the work crew ran late at another job and so they might show up on June (a day forecast for rain all day) if the weather was good, or if not the "next nice day." This was even more frustrating because we have been assured multiple times that our problem has been made a "priority" and has been submitted as an "escalation ticket" so that all associated personnel know that this is supposed to be done quickly - but we were still apparently bumped for someone else's job on Wednesday
When I got home last night (June) I found a basket of deck screws in my grass near our trash cansI was surprised they showed up since it had rained from 10am through the remainder of the dayI went to my deck and could tell someone had been thereSeveral of the boards that I had marked in need of replacement appeared to have been partially pulled up, and some of the cracked boards had smaller pieces pulled off - almost as if someone was checking to see how bad the cracking was - but none of the work had been completedAgain, I've received no phone call, no update, nothing
It is now Jun 2013, almost a full two weeks after they came out to perform their services and since I called to get this resolvedStill - nothing.Desired Settlement: We're trying to be reasonable and aren't asking for a refund or anything of that sortWe've tried to remain patient but after so many service calls and "trouble tickets" and still no resolution, we felt this was the next step we needed to take to try to get this resolvedWe would simply like them to come to our house and perform the work they promisedReplace all the deck boards they identified on the first visit when we filled out our service contract (and confirmed on a follvisit after we'd called to complain)And it would be nice to at least get an apology for the broken item at our houseWe would also like to ensure that all building materials are completely cleaned up after they depart this time so that there are no screws, nails, etc left at our house
Business
Response:
Hello this is [redacted] from Deck Helmet, as discussed we will be out to fix any additional issues you have everything we can to make sure you are happy with our Services
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, so long as they actually complete the work they've promised this time

Review: I had my deck done by Deck Helmet and gave a credit card for deposit only, upon completion I gave them a [redacted] credit card check which was to a different credit card. I received a letter from [redacted] stating that a check which was not a [redacted] was submitted for payment in the amount of $1150.00 and was returned to Deck Helmet. I contacted [redacted] who is a manager to tell him about the letter he informed me that accounting had sent out a different check instead of making a deposit. He advised me that he would contact accounting and have them to deposit the check. I was out of town on vacation and tried to make a large purchase and my credit card was rejected, knowing that I knew what my available credit was before the purchase. When I got home I went online and saw that Deck Helmet had charged my credit card without my permission on 08/09/13. Not only had they charged my card they also deposited the check that was given to them which also posted on 08/09/13. On 08/17/13 I called [redacted] once again to inform him of the error that his company had made he informed me that the accounting office was closed and would reopen on Monday at 9:00 A.M and asked if he could have someone to call me no later than 10:00 A.M. Since no one had called I decided to call [redacted] around 1:00 P.M. and was told that they had e-mailed me. I was not home so I was not able to access my e-mail and requested a call. [redacted] from the CPA firm handling their accounting issues called she was very rude and hung up on me. I called back and the receptionist answered the whole entire conversation [redacted] did not get on the phone but spoke through the receptionist. I tried to explain to them both which was very hard. I told them that they had billed my credit card without my permission and also deposited the original check that was given to them and was paid twice for the balance. They became very hostile stating that the check had bounced twice, once on 07/18/13 and 07/29/13 and that is why my credit card was charged. In that case why did they resubmit it again on 08/09/13 First of all I have A1 credit and would never write a bad check. I find it very offensive for them to tell me that a check I wrote had bounced and I had to send them copies of my credit card statements to show the two charges. I was told repeatedly and sent a e-mail that the check had bounced twice and I had to show proof otherwise. This e-mail was sent twenty-one days after the check bounced and ten days after they charged my credit cardDesired Settlement: Due to the fact that I was not able to use my credit card because of an unauthorized charge they made and was told verbally and in writing that I had bounced a check. I am asking for a $100.00 gift card to [redacted] for the embarrassment of having my credit card rejected an the way I was treated by Deck Helmet.

Business

Response:

We will be happy to offer you $150.00 gift card to [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,