Deck & Patio Living

Good afternoon! We are terribly sorry for any confusion, but we believe this complaint to be completely unwarranted Our advertising policy requires that any and all offers include the restriction “not valid with any other coupon, discount, or offer” (see attachments of our latest promotions) ? Unfortunately for our customer, [redacted] did not include the restriction in a coupon on their website for “5% off for [redacted] Members” (see PDF attachment of worksheet and contract)? Our customer did already receive a 10% Preferred Customer Discount on his proposal at the time the contract was signed on February 10, ? Our Preferred Customer Discount is only offered the same day the proposal is written, not available at any other time, and may not be combined with any other offer? The regular price of his project would have been $? With the 10% discount applied, however, our customer saved $883.44?"reducing the cost of his project to $(see PDF attachment of worksheet and contract) In order to secure an installation date, we require a 30% deposit at the time contracts are signed? However, our customer was initially worried about contractor fraud? So, he proposed making a 10% down payment upon signing the contract, stating he would rather pay the remaining 20% deposit when our installation crew arrived on-site? In good faith and as a way of assuring our customer he hired the right contractor, we only collected a 10% deposit of $on February 10, and agreed to collected the remaining balance of $upon completion of his project During the installation?"and at our customer’s request?"we installed his existing lighting system with our under deck ceiling, which was not included in his contract? We did not charge him regular price ($525) to install his existing lighting system? Instead, we installed his lighting at no cost When the project was completed to our customer’s satisfaction on February 26, 2016, our customer presented our installation crew with an [redacted] coupon for “5% off for [redacted] Members.” ? Our Operations Manager discussed the [redacted] coupon with our customer, explaining that customers normally present such coupons for a valid discount at the time they sign their contract? Our customer did point out the fact that the [redacted] coupon did not include such a requirement? Our Operations Manager then explained that a 10% discount had already been applied at the time the contract was signed?"a greater discount than the coupon?"but that he would see if we could honor the coupon? Our Operations Manager then collected our customer’s credit card information, explaining he would not process the payment until Monday, February 29, ? Our Operations Manager repeated that he would let our customer know as soon as he received an answer regarding whether we could applied the coupon for an additional 5% discount On February 29, 2016, our Operations Manager spoke with our customer? Our customer stated that he loved the product but still wanted the additional 5% off the project total? Our Operations Manager explained that customers are allowed to choose whichever promotion is best for them, but that such promotional offers may not be combined? Our customer stated he was never told about the 10% discount and that it was not in the contract? The 10% discount was clearly calculated on the job worksheet, and the project total?"which reflects the 10% discount?"was written on the contract, which our customer signed in agreement? But our customer then stated that he knew how all businesses worked, claimed that he knew that we had marked up our prices, and stated that we could afford to give him money back Per the conversation on February 29, 2016, our Operations Manager informed our customer that although we understood it was an issue, we could not combine promotions? He then offered to review all paperwork with our customer so there would not be any misunderstanding moving forward, but our customer did not want to discuss it? Our Operations Manager stated that he would continue working to resolve the 5% discount issue On March 1, 2016, we processed payment for the remaining balance due in the amount of $? Upon further review, however, we decided to honor our customer’s [redacted] coupon? Although our ads clearly state that promotional offers are "not valid with any other coupon, discount or offer,” it was also clear that the [redacted] coupon in question did not include such a restriction On March 2, 2016, our Operations Manager attempted to contact our customer by phone and left a message at 9:AM? Our customer did not respond? We submitted a 5% credit in the amount of $at 2:PM (see PDF attachment of worksheet and contract)? Our Operations Manager again attempted to contact our customer by phone at 3:PM to inform our customer that we had already refunded the amount of $441,to his credit card? He left a message, but our customer did not respond? Our Operations Manager made two more attempts to contact our customer at 5:PM and 6:PM and left messages both times? Keep in mind, we did not receive notice of any complaint filed with the Revdex.com until after the end of business on March 2, at 6:PM via email? We were already working to resolve this issue, had already applied a credit to our customer’s credit card, and had an employee voluntarily working after hours?"attempting to contact our customer?"prior to receiving any notification about the complaint After receiving email notification about the complaint, our Operations Manager continued to reach out to our customer? He phoned our customer again at 7:AM on March 3, ? Our customer did not answer, so our Operations Manager left yet another message? Our customer never responded to any of our calls prior to filing his complaint, and he has yet to respond to our continued efforts to contact him and inform him that we have credited him $ In his complaint, our customer requested "the Revdex.com’s help in getting me the refund of $(5% of contract amount) which I believe I’m owed.” ? We have already credited him $441.72?"which is an additional 5% off regular price and more than what he asked? At this point, however, we have a customer who remains unresponsive despite having received a $lighting installation for free and 15% off regular price for his project We can only conclude that our customer is satisfied and no longer interested in communicating with us regarding the issue? Yet, he still filed a complaint? Therefore, we are requesting the Revdex.com’s help in clearing this unwarranted complaint from our record Sincerely, ________________________________________________ [redacted] Director of Marketing Deck & Patio Living

At Deck and Patio Living our goal is to provide consistently reliable products and an exemplary level of customer serviceWe work very hard to build the best solutions for our customersOur customers enjoying our products and the results of our installation and workmanship is the most important thing to us, so each comment and opinion is taken very seriously.? We do have two choices for our customers who wish to expand their outdoor living area by? utilizing their under deck spaceEach system is unique in how they manage the water that comes through the deckOur? DRY-TOP? Under Deck Ceiling is strategically designed to keep the under deck space dry by installing a full-perimeter gutter system for optimal drainage.? ? The full perimeter gutter system that only comes with? the DRY-TOP version, you are ensured a dry space and it is guaranteed with a? Limited Lifetime Warranty that will address any leaks and our? workmanship.? The DECK & PATIO LIVING? “DRY-TOP Lite Ceiling”? is similar to our DRY-TOP version but it is? defined as flat ceiling panels with the following exceptionsThe DRY-TOP Lite is a? single gutter systems and is? not designed to be leak free on the perimeter edges, to include, the sides, the gutter, gutter end caps or the side attached to the houseThose areas are not covered under the no leak warrantyBecause the DRY-TOP Lite ceiling is the least expensive option it? can sometimes seem more appealing for that reasonHowever, the DRY-TOP? full perimeter gutter system is the only one of the two that has a "no-leak guarantee" as stated in our contractsAttached is copy of the warranty for this customer that will reflect the information above.? It is? always our goal to educate our customers and explain their choices and give them? all of the information so that they can? make the right decisions for their space and for their personal goalsIf we failed to provide the education necessary, then we truly apologize? To address the flashing between the house and the deck concernsIt has been our experience and consistent findings? that it is often the lack of flashing between the house and the deck that can cause some leaking issues at the houseWe do have several pictures and videos as well to document what we viewed at this locationRegardless of the actual root of the problem, it is absolutely our concern to get to the bottom of why this? customer is having the issues she explains We do understand the frustrations she is having and we want our customer to be proud of her home improvement and be very happy with the investment with our companyI am glad that she was treated with courteousness and her phone calls were? always returnedWe take every experience as a learning experience and we sincerely apologize that we did not meet the customers expectationsWe have? already taken measures to meet with this customer as soon as possible and resolve any issues as well as regain her trust in Deck & Patio Living Thank you for the opportunity to respond Sincerely, Deck & Patio Living Management?

Initial Business Response /* (1000, 7, 2014/12/09) */
Revdex.com
I am responding to the complaint # above
KLC installed the patio with a ft tall wall wrapping the patio to make gradeApprox 7-months after install the homeowner called advised there were some settling, we sent a tech
out and that was fixedAnother year later, the homeowner called and said the same thing, that there was settlingI thought this was odd but again we sent a tech out and that also was fixed, I say it was odd because paver patios aren't very complexCompacted rock, which this patio has, Pavers locked in with polymeric sand, which this one hasWe at KLC normally don't get a "fix" call on a patio, when we do it's normally time, never are we out to a "fix" for a second timeBut again we fixed itThen at the beginning of this year the homeowner called and said she had settling for a 3rd timeAt this point I knew there had to be another underlining issue, so I met my crew leader at the property so I could see myself what was going onImmediately upon my arrival, as I was walking up the driveway to get into the back yard I noticed the homeowner had mud jacking spots throughout her driveway, then more mud jacking along her sidewalk, then more mud jacking through out her whole front porch (mud jacking is when the ground under the concrete settles, and the concrete settles, so a homeowner pays a company to install a filler under the concrete and in hopes of raising the concrete)I then walked into the back yard where on the back right Corner of the house was filled in with fresh soil, it had settled up against the foundationSo I knew right then that the issue had nothing to do with the actual install of the patio, this homeowner unfortunately, has a settling issue on her propertyI called the homeowner and let her know, at this point she seemed to understandI explained to her that I felt for her situation, there were a couple of spots that needed to be leveled on the patio, I would send a guy out to fix those couple of spots but I could no longer come out for free, that this issue has nothing to do with the paver patioThat I've already sent guys out twice and now a rd timeI explained to her moving forward that I wanted to do everything I could to make sure she can enjoy the patio so if the patio continued to settle that I would let her pay my guys directly on the side to fix when neededThat would save going through the companyShe seemed fine with thisWhen my man crew showed up to fix the patio, she was a complete different personShe told my guys she wanted the whole thing ripped out and wasn't going to let them come fix the couple of settled paversShe wanted it totally tore out and replaced againMy crew called me, I told them absolutely not and that if that is what she wanted then they could leaveThe homeowner and I went back and forth about the situation, her threatening attorneys and the Revdex.comI tried again to explain that it had nothing to do with the patio but she obviously had settling issues around the house as there was at least mud jacking holes around the concrete flat work around The propertyNow we are here
KLC treats every customer with the upmost respect and consideration as that's how we build our businessI have answered every call, text from this homeownerWith in the same hourI haven't pushed this homeowner offI've done everything I can do for this homeownerBut I can not guarantee that the ground under the patio isn't going to settle
Sent from my iPhone

Good afternoon! We are terribly sorry for any confusion, but we believe this complaint to be completely unwarranted Our advertising policy requires that any and all offers include the restriction “not valid with any other coupon, discount, or offer” (see attachments of our latest promotions)
? Unfortunately for our customer, *** *** did not include the restriction in a coupon on their website for “5% off for *** *** Members” (see PDF attachment of worksheet and contract)? Our customer did already receive a 10% Preferred Customer Discount on his proposal at the time the contract was signed on February 10, ? Our Preferred Customer Discount is only offered the same day the proposal is written, not available at any other time, and may not be combined with any other offer? The regular price of his project would have been $? With the 10% discount applied, however, our customer saved $883.44??"reducing the cost of his project to $(see PDF attachment of worksheet and contract) In order to secure an installation date, we require a 30% deposit at the time contracts are signed? However, our customer was initially worried about contractor fraud? So, he proposed making a 10% down payment upon signing the contract, stating he would rather pay the remaining 20% deposit when our installation crew arrived on-site? In good faith and as a way of assuring our customer he hired the right contractor, we only collected a 10% deposit of $on February 10, and agreed to collected the remaining balance of $upon completion of his project During the installation??"and at our customer’s request??"we installed his existing lighting system with our under deck ceiling, which was not included in his contract? We did not charge him regular price ($525) to install his existing lighting system? Instead, we installed his lighting at no cost When the project was completed to our customer’s satisfaction on February 26, 2016, our customer presented our installation crew with an *** *** coupon for “5% off for *** *** Members.” ? Our Operations Manager discussed the *** *** coupon with our customer, explaining that customers normally present such coupons for a valid discount at the time they sign their contract? Our customer did point out the fact that the *** *** coupon did not include such a requirement? Our Operations Manager then explained that a 10% discount had already been applied at the time the contract was signed??"a greater discount than the coupon??"but that he would see if we could honor the coupon? Our Operations Manager then collected our customer’s credit card information, explaining he would not process the payment until Monday, February 29, ? Our Operations Manager repeated that he would let our customer know as soon as he received an answer regarding whether we could applied the coupon for an additional 5% discount On February 29, 2016, our Operations Manager spoke with our customer? Our customer stated that he loved the product but still wanted the additional 5% off the project total? Our Operations Manager explained that customers are allowed to choose whichever promotion is best for them, but that such promotional offers may not be combined? Our customer stated he was never told about the 10% discount and that it was not in the contract? The 10% discount was clearly calculated on the job worksheet, and the project total??"which reflects the 10% discount??"was written on the contract, which our customer signed in agreement? But our customer then stated that he knew how all businesses worked, claimed that he knew that we had marked up our prices, and stated that we could afford to give him money back Per the conversation on February 29, 2016, our Operations Manager informed our customer that although we understood it was an issue, we could not combine promotions? He then offered to review all paperwork with our customer so there would not be any misunderstanding moving forward, but our customer did not want to discuss it? Our Operations Manager stated that he would continue working to resolve the 5% discount issue On March 1, 2016, we processed payment for the remaining balance due in the amount of $? Upon further review, however, we decided to honor our customer’s *** *** coupon? Although our ads clearly state that promotional offers are "not valid with any other coupon, discount or offer,” it was also clear that the *** *** coupon in question did not include such a restriction On March 2, 2016, our Operations Manager attempted to contact our customer by phone and left a message at 9:AM? Our customer did not respond? We submitted a 5% credit in the amount of $at 2:PM (see PDF attachment of worksheet and contract)? Our Operations Manager again attempted to contact our customer by phone at 3:PM to inform our customer that we had already refunded the amount of $441,to his credit card? He left a message, but our customer did not respond? Our Operations Manager made two more attempts to contact our customer at 5:PM and 6:PM and left messages both times? Keep in mind, we did not receive notice of any complaint filed with the Revdex.com until after the end of business on March 2, at 6:PM via email? We were already working to resolve this issue, had already applied a credit to our customer’s credit card, and had an employee voluntarily working after hours??"attempting to contact our customer??"prior to receiving any notification about the complaint After receiving email notification about the complaint, our Operations Manager continued to reach out to our customer? He phoned our customer again at 7:AM on March 3, ? Our customer did not answer, so our Operations Manager left yet another message? Our customer never responded to any of our calls prior to filing his complaint, and he has yet to respond to our continued efforts to contact him and inform him that we have credited him $ In his complaint, our customer requested "the Revdex.com’s help in getting me the refund of $(5% of contract amount) which I believe I’m owed.” ? We have already credited him $441.72??"which is an additional 5% off regular price and more than what he asked? At this point, however, we have a customer who remains unresponsive despite having received a $lighting installation for free and 15% off regular price for his project We can only conclude that our customer is satisfied and no longer interested in communicating with us regarding the issue? Yet, he still filed a complaint? Therefore, we are requesting the Revdex.com’s help in clearing this unwarranted complaint from our record Sincerely, ________________________________________________ *** ** *** Director of Marketing Deck & Patio Living

At Deck and Patio Living our goal is to provide consistently reliable products and an exemplary level of customer serviceWe work very hard to build the best solutions for our customersOur customers enjoying our products and the results of our installation and workmanship is the most important
thing to us, so each comment and opinion is taken very seriously.? We do have two choices for our customers who wish to expand their outdoor living area by? utilizing their under deck spaceEach system is unique in how they manage the water that comes through the deckOur? DRY-TOP? Under Deck Ceiling is strategically designed to keep the under deck space dry by installing a full-perimeter gutter system for optimal drainage.? ? The full perimeter gutter system that only comes with? the DRY-TOP version, you are ensured a dry space and it is guaranteed with a? Limited Lifetime Warranty that will address any leaks and our? workmanship.? The DECK & PATIO LIVING? “DRY-TOP Lite Ceiling”? is similar to our DRY-TOP version but it is? defined as flat ceiling panels with the following exceptionsThe DRY-TOP Lite is a? single gutter systems and is? not designed to be leak free on the perimeter edges, to include, the sides, the gutter, gutter end caps or the side attached to the houseThose areas are not covered under the no leak warrantyBecause the DRY-TOP Lite ceiling is the least expensive option it? can sometimes seem more appealing for that reasonHowever, the DRY-TOP? full perimeter gutter system is the only one of the two that has a "no-leak guarantee" as stated in our contractsAttached is copy of the warranty for this customer that will reflect the information above.? It is? always our goal to educate our customers and explain their choices and give them? all of the information so that they can? make the right decisions for their space and for their personal goalsIf we failed to provide the education necessary, then we truly apologize? To address the flashing between the house and the deck concernsIt has been our experience and consistent findings? that it is often the lack of flashing between the house and the deck that can cause some leaking issues at the houseWe do have several pictures and videos as well to document what we viewed at this locationRegardless of the actual root of the problem, it is absolutely our concern to get to the bottom of why this? customer is having the issues she explains We do understand the frustrations she is having and we want our customer to be proud of her home improvement and be very happy with the investment with our companyI am glad that she was treated with courteousness and her phone calls were? always returnedWe take every experience as a learning experience and we sincerely apologize that we did not meet the customers expectationsWe have? already taken measures to meet with this customer as soon as possible and resolve any issues as well as regain her trust in Deck & Patio Living Thank you for the opportunity to respond Sincerely, Deck & Patio Living Management?