Deck Rejuvenations

Deck Rejuvenations is a seasonal business and currently we are closed due to weather Due to a business relocation we will not open until the last week in March At that time we can talk with the Sansin product rep and work toward a solution Only when the weather changes to dry and warm can we do any finish work

Complaint: [redacted] I am rejecting this response because:I do not agree with the business's explanation of the situationIn the first case, the quote was to change boards needing replacementThe work ultimately entailed only changing I had agreed at the time of the estimate that all problematic boards should be changedI repeated this statement to the business on several occasionsThe business' statement that I had the responsibility of identifying boards to change is wrong--I told them they were hired as the experts and I assumed they knew their work--understanding that at least boards as per the quote would be changedSecond, the foreman stated to me that it is sometimes difficult to identify bad boards as they become covered with sawdust--I asked him to double checkThe owner only came to the site once and this before the final preparation was done--it was only after the final preparation that the exact number of boards should be able to be identifiedI was unable to view the work for several days while the stain was curing, when I finally was able to get on our deck, I noticed one board was very rotten and had not been changed--apparently due to a covering of sawdust that was then painted-over so that the board looked OK until walked uponI immediately contacted the ownerInspire of my requests, he refused to discuss on the phone or met in person, only making cursory replies to my e-mails and did not come to inspect the problemHis position was that the job was done-case closedI attempted to propose various ways to replace the board that I considered a risk as it was very rotten and could break under the weight of someoneHe refused any and all discussionHe even required that I pay an additional $to have the items replaced on the deck and other things put back as they had been before the work was doneThe business showed completely no regard for the customer nor the ultimate quality of the completed jobThe billing did reflect the work that was done, but the work that was done did not achieve the anticipated aim of a fully rejuvenated deck--not even all the work called for in the quote being doneI stated on several occasions that my aim was to have a structurally sound deck that could last several years without other major repairsI indicated that if the required work exceeded the quote, I was fine with this as long as we achieved our goal of a solid deckAt no time was I asked to inspect the work nor was it clearly stated to me that the owner expected me to be the individual who determined what repairs were or were not done--why would we hire a company to do the work if we ourselves were going to take that responsibility? The final product is not as expected nor as depicted via the initial estimate.Sincerely, [redacted] ***

The work was completed to the customers satisfaction 5/31/ The customer chose the product based on her communication with the Sansin company after I proposed using it I did tell the customer I had heard good things but had not used it myselfThe finish is worn out months later suffering through the harshest winter in my company history of years I'm not sure what expectation the customer has for the finish she chose but ONE season is what is to be expected from a single transparent application on an IPA hardwood deck exposed to full sun The feet of snow and ice that sat on decks this winter are extremely hard on finishes There was no warranty given The customer has made a big deal because it was $3,and they think this price warrants something more To put it simply don't build an sqft exotic IPA hardwood deck exposed to full sun and expect there is a process or product that will go more than one year with out maintenance being required A two coat application may have worked better but that is not what the customer asked for She chose the color, product, and number of coats

I quoted the job for two coats The price was too high ($4067) and you wanted a discountThe only way to discount service is to do less work I spoke to the source and doubling the pigment and performing one coat was recommended.The two coat process was given 2-years longevity by Miller Paint How are you holding me accountable to the two coat expectation? If you had a finish that lasted years why wouldn't you use it again when my two coat application expectation was only 2-and then only one coat was applied? I told you the longevity for two coats I never said how long one coat would last How could I if I never had used the produc before? I clearly stated this fact we know now that one coat of Sansin doesn't get any more longevity than Sikkens We did an experiment and the results were not worse or better than the alternative and there was no premium for using this "new" product.there is nothing Im required to do and most certainly after your scathing reviews nothing I'm going to do optionally.Months or years from now after you realize there isn't a one coat finish that will last more than a season maybe you will regret all this negativity and harshness you are creating over something out of my control

The deck in question was painted and in bad shape At the quote I explained the process The boards to be replaced on the quote was an educated guess as the damage was hidden by paint As stated previously I personally walked the deck with the customer and asked if he wanted more boards replaced He identified one and I identified the other They were replaced Why do I involve the customer in the process? Unfortunately customers don't write me a blank check and say restore the deck Customers need a clear work order and a clear cost We do exactly what the customer wants nothing more or nothing less I have done this years and I have had situations where we replace many boards with the customers best interests in mind and then they are shocked and angry at the cost I have had other situations where the customer wants more boards replaced than identified and they are also shocked and unhappy This is why I personally walked and inspected the board replacement phase of the job with *** After staining the risk of collateral damage to freshly stained wood is too high to perform board replacement especially in [redacted] deck because all the screws are stripped and rusted so taking old boards out requires pry bars, chisels and hammers Im also not sure why [redacted] is complaining about the worker coming out after the job to move the furniture and items back on the deck He was aware of the cost and requested this additional service As stated earlier [redacted] is hours drive one way from company head quarters Why couldn't he have a neighbor or friend help him? After suffering through his constant and persistent annoying behavior I can see why he had to pay someone to help him

Complaint: [redacted] I am rejecting this response because:Dear Revdex.com Northwest,I didn't chose the product based on my communication with SansinI never communicated with SansinBill said he always used Sikkens, but that he didn't like the way the stain held up in sun exposureHe suggested using Sansin and I trusted his suggestion as I am not the expert.I have attached email communication between Bill and I from February this yearThis exchange of emails clearly demonstrates that I didn't chose the product that was used, Bill did.We bought our house four years agoThe deck was stained before the house was put on the market in 2012, so the stain lasted for almost four yearsOf course we expect to maintain the deck, but we didn't expect to have to do it again after nine monthsWhen Bill came over to give me an estimate, I asked him how long he expected the stain to last, and he said two to three yearsToday our deck looks like it hasn't been cared for in many years Sincerely, [redacted]

The job requested by *** was phase The first phase of sanding was completed Problem boards were then identified and replaced in the second phase At this time *** was personally asked to inspect the deck and identify any more boards that needed replaced After stressing
to him that this was his opportunity to identify any more boards he pointed out only I replaced this one as well as a stair board which was dry rotted With the board replacement phase complete we moved on to staining After the stain was dry he requested we move back his deck furniture ect and agreed to pay the extra fee Note *** is located in *** approximately hour mins drive from the headquarters of the company
only after the job was totally completed did *** request to have one more board replaced I have to mention his boards are held in with rusty screws that required a lot of rough labor with heavy pry bars and hammers to remove We can't go in after staining and perform this type of work It will most certainly cause collateral damage The other issue is his distance from our shop With hours of driving plus shopping for the board this would take half the day costing $400+ He was only willing to pay for the per board cost of the initial contract This did not factor in extreme commute costs
As a contractor I have the right to accept work or decline it I accepted and completed the initial work I was not willing to take on a follow up job that would cause damage to our already completed work

Complaint: [redacted]I am rejecting this response because:I do not agree with the business's explanation of the situation. In the first case, the quote was to change 20 boards needing replacement. The work ultimately entailed only changing 15. I had agreed at the time of the estimate that all problematic boards should be changed. I repeated this statement to the business on several occasions. The business' statement that I had the responsibility of identifying boards to change is wrong--I told them they were hired as the experts and I assumed they knew their work--understanding that at least 20 boards as per the quote would be changed. Second, the foreman stated to me that it is sometimes difficult to identify bad boards as they become covered with sawdust--I asked him to double check. The owner only came to the site once and this before the final preparation was done--it was only after the final preparation that the exact number of boards should be able to be identified. I was unable to view the work for several days while the stain was curing, when I finally was able to get on our deck, I noticed one board was very rotten and had not been changed--apparently due to a covering of sawdust that was then painted-over so that the board looked OK until walked upon. I immediately contacted the owner. Inspire of my requests, he refused to discuss on the phone or met in person, only making cursory replies to my e-mails and did not come to inspect the problem. His position was that the job was done-case closed. I attempted to propose various ways to replace the board that I considered a risk as it was very rotten and could break under the weight of someone. He refused any and all discussion. He even required that I pay an additional $125 to have the items replaced on the deck and other things put back as they had been before the work was done. The business showed completely no regard for the customer nor the ultimate quality of the completed job. The billing did reflect the work that was done, but the work that was done did not achieve the anticipated aim of a fully rejuvenated deck--not even all the work called for in the quote being done. I stated on several occasions that my aim was to have a structurally sound deck that could last several years without other major repairs. I indicated that if the required work exceeded the quote, I was fine with this as long as we achieved our goal of a solid deck. At no time was I asked to inspect the work nor was it clearly stated to me that the owner expected me to be the individual who determined what repairs were or were not done--why would we hire a company to do the work if we ourselves were going to take that responsibility? The final product is not as expected nor as depicted via the initial estimate.Sincerely,[redacted]

The work was completed to the customers satisfaction 5/31/16.  The customer chose the product based on her communication with the Sansin company after I proposed using it.  I did tell the customer I had heard good things but had not used it myself. The finish is worn out 9 months later...

suffering through the harshest winter in my company history of 12 years.  I'm not sure what expectation the customer has for the finish she chose but ONE season is what is to be expected from a single transparent application on an IPA hardwood deck exposed to full sun.  The 2 feet of snow and ice that sat on decks this winter are extremely hard on finishes.  There was no warranty given.  The customer has made a big deal because it was $3,000 and they think this price warrants something more.  To put it simply don't build an 800 sqft exotic IPA hardwood deck exposed to full sun and expect there is a process or product that will go more than one year with out maintenance being required.  A two coat application may have worked better but that is not what the customer asked for.  She chose the color, product, and number of coats.

I quoted the job for two coats.  The price was too high ($4067) and you wanted a discount. The only way to discount service is to do less work.  I spoke to the source and doubling the pigment and performing one coat was recommended.The two coat process was given 2-3 years longevity by Miller Paint.  How are you holding me accountable to the two coat expectation?  If you had a finish that lasted 4 years why wouldn't you use it again when my two coat application expectation was only 2-3 and then only one coat was applied?  I told you the longevity for two coats.  I never said how long one coat would last.  How could I if I never had used the produc before?  I clearly stated this fact.  we know now that one coat of Sansin doesn't get any more longevity than Sikkens.  We did an experiment and the results were not worse or better than the alternative and there was no premium for using this "new" product.there is nothing Im required to do and most certainly after your scathing reviews nothing I'm going to do optionally.Months or years from now after you realize there isn't a one coat finish that will last more than a season maybe you will regret all this negativity and harshness you are creating over something out of my control.

Complaint: [redacted]I am rejecting this response because:
At the time of accepting the job and examining the deck [March 2016] the business did indicate 20 boards likely needing replacement—further clarifying that additional boards may well require replacement since, during thorough sanding, “hidden damage” becomes apparent. I agreed to this premise, stating our aim was to do all necessary to have a structurally sound deck. I specifically agreed to the number 20 as a minimum, understanding more boards likely would need changing. Deck work started on June 20 [2016. It continued through the 22nd when it stopped due to rain—the work done by a  team leader and three other team members. They informed me for the first time that the bid did not include replacing [heavy] items on the deck nor re-attaching the trellis—in short, things were not put back as they found them unless I paid an additional fee—having no choice I agreed—the fee originally stated as $80 then corrected to $125. Work stated up again on the 27th and the owner did come to the site on that day; and to my knowledge, only that day. I asked him about some troublesome areas—he said he could do nothing. He then asked me about one specific stair board, if I wanted it changed. I said yes and repeated my original aim that all weak boards be changed—underscoring that they were the experts—this their decision—reason for them being there. At no time, to the best of my understanding, was I asked to select boards other than the one stair board nor was I “told” that the decision of what work to do was mine—after all, we had a detailed bid outlining the work to do. The owner left before his team on the 27th.  On the 28th final sanding and staining were to be done. From inside the house I noticed a board with a hole in it. When the foreman came I discussed and he said that sometimes sawdust hides problems and that the final sanding could still shake loose a few pieces. He also said they had so far changed 12 boards. We agreed they change the board with the hole and two others and that as well they would inspect all the boards, changing others as necessary since the initial estimate was for 20 boards. They apparently did so as they did the final sanding and staining that day. I was told to stay off the deck for 2 days and two individuals came back on the 30th to replace items. Again, from inside I had seem spots that were not stained and I called these to the attention of the individuals—they touched these up and said to stay off for 24 hrs. Thus it as on July 1st when I first saw the results and walked on the deck when a board underfoot broke loose from the stain holding it, revealing a lot of rot. I immediately contacted the business by the only available means—e-mail [I left voice mail and sent SMS to no avail]. I got no initial reply. I even took a picture of the problem and sent it. The business did not reply. I asked him to call me, giving my contacts. No phone call. No visit. To correct the discussion, as seen on Google Maps, the travel time between the business and our house is roughly one hour.  I offered in my e-mails to pay for the additional board—when the business did reply and mentioned “collateral” damage—I accepted this in favor of having our objective of a structurally sound deck. The business refused all attempts as discussion and all suggestions at resolution. The rotten board remains.Sincerely,[redacted]

The deck in question was painted and in bad shape.  At the quote I explained the process.  The 20 boards to be replaced on the quote was an educated guess as the damage was hidden by paint.  As stated previously I personally walked the deck with the customer and asked if he wanted more boards replaced.  He identified one and I identified the other.  They were replaced.
Why do I involve the customer in the process?  Unfortunately customers don't write me a blank check and say restore the deck.  Customers need a clear work order and a clear cost.  We do exactly what the customer wants nothing more or nothing less.  I have done this 11 years and I have had situations where we replace many boards with the customers best interests in mind and then they are shocked and angry at the cost.  I have had other situations where the customer wants more boards replaced than identified and they are also shocked and unhappy.
This is why I personally walked and inspected the board replacement phase of the job with [redacted].  After staining the risk of collateral damage to freshly stained wood is too high to perform board replacement especially in [redacted] deck because all the screws are stripped and rusted so taking old boards out requires pry bars, chisels and hammers.
Im also not sure why [redacted] is complaining about the worker coming out after the job to move the furniture and items back on the deck.  He was aware of the cost and requested this additional service.  As stated earlier [redacted] is 1.5 hours drive one way from company head quarters.  Why couldn't he have a neighbor or friend help him?  After suffering through his constant and persistent annoying behavior I can see why he had to pay someone to help him.

Deck Rejuvenations is a seasonal business and currently we are closed due to weather.  Due to a business relocation we will not open until the last week in March.  At that time we can talk with the Sansin product rep and work toward a solution.  Only when the weather changes to dry...

and warm can we do any finish work.

I was able to get in touch with Bill, and he has been very diligent in contacting the stain manufacturer and the distributor, to investigate the root cause of the stain peeling.  All three entities are now assisting, and though a remedy hasn’t been concretely outlined, I’m very satisfied by the attention that Bill and his resources are giving to the issue thus far.  I’m confident that we will come to a satisfactory resolution in the very near future.  Ideally every project goes smoothly, but when things go wrong, it’s an opportunity for a company to truly show their value, and Deck Rejuvinations is doing just that.

Complaint: [redacted]
I am rejecting this response because:Dear Revdex.com Northwest,I didn't chose the product based on my communication with Sansin. I never communicated with Sansin. Bill said he always used Sikkens, but that he didn't like the way the stain held up in sun exposure. He suggested using Sansin and I trusted his suggestion as I am not the expert.I have attached email communication between Bill and I from February this year. This exchange of emails clearly demonstrates that I didn't chose the product that was used, Bill did.We bought our house four years ago. The deck was stained before the house was put on the market in 2012, so the stain lasted for almost four years. Of course we expect to maintain the deck, but we didn't expect to have to do it again after nine months. When Bill came over to give me an estimate, I asked him how long he expected the stain to last, and he said two to three years. Today our deck looks like it hasn't been cared for in many years. 
Sincerely,
[redacted]