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Deck Tech, Inc.

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Reviews Deck Tech, Inc.

Deck Tech, Inc. Reviews (11)

Initial Business Response /* (1000, 5, 2014/10/24) */
Mr. [redacted]-
First of all, we want to thank you for voicing your concerns and certainly take every valued customer's experience into consideration. Secondly, from the beginning of service we pointedly stress the importance of...

understanding that we are a "weather-dependent" company. In our business, the weather affects every job throughout our entire season. This is not unique to Deck Tech, but rather an industry standard for every outdoor service company. It is absolutely not the intention to put off jobs, however if we feel the job is going to be compromised or negatively affected in any way due to the weather, we reschedule the project. Our scheduling department makes a concerted effort to follow weather on an hour-by-hour basis to ensure every job is completed with the highest quality possible. Having said that, [redacted] is not a part of scheduling or the scheduling department. She is in sales, which is why she was working with you on the estimate process. When she gave you the 21st date, it (as always) was a "tentative" date. She has no control over changes in schedule or confirmation of specific dates.
Finally, we ask you to note that your project was started on the 20th of October and completed on the 22nd of October. This is a highly efficient delivery time for any project. While we apologize for the changed date, we cannot offer a "small credit" for an issue that is standard in the outdoor service industry. We promise that your job was done in as efficient and timely a manner as we could possibly have delivered it, based on changes in weather and schedules. Again- we value your business and thank you for your patronage.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is typical of the miscommunication in dealing with this company. My issue was with the promised late morning schedule we were given. It had nothing to do with the weather. They couldn't locate the crew, and several calls to [redacted], the scheduler got nowhere. Later in the afternoon, we were told the crew would arrive either early afternoon or by 3pm. [redacted] told us the crew had to finish a job in [redacted] The crew didn't show up till 4pm; and they said they were never in [redacted] My dis-satisfaction is with scheduling giving us late and wrong information. Deck Tech's response is a litany citing weather conditions. This had nothing to do with weather conditions. I want them to address the poor scheduling, and admit their lack of efficient communication.
Final Business Response /* (4000, 9, 2014/11/14) */
Again- thank you for your comments. We believe that every review has valuable information for us to elevate our services and improve our company. Our communication and scheduling has been a work in progress this season so we acknowledge the issues you experienced. We will take that to our planning team for the coming year and make necessary changes.
Having said that, we believe that in the end the service we provided was in compliance with the contract. But as I'm sure you can imagine, in any service business, it is sometime impossible to factor all the different situations that can cause these types of delays and rescheduling services. Sometimes our crews experience heavy traffic, sometimes it is the crew spending more time at a job than anticipated, sometimes it involves the crews not leaving until later in the morning due to moisture on decks, etc. etc. Because of this, we do our best to give timing information, but note that it is always tentative and we try our best to align our customers' expectations when it comes to scheduling, (see terms and conditions) at the point of sale, as well as throughout to course of the project. In addition, we do not require homeowners to be present during service, so they can continue with their day's plans.
Your job was completed on October the 22nd as your sales representative stated. As we acknowledge your project was not completed "late morning" as you were originally scheduled for, but it was completed "late afternoon." that day. We acknowledge the discrepancy and apologize for that delay and any inconvenience this may have caused you. Again- we ask that you note the quality of work completed. We will continue to work to improve our services as a result of your input, and we genuinely thank you for taking the time to work through these issues with us.

"Arial",sans-serif; font-size: 10pt;">Mr.. [redacted],
 
Thank you for contacting us in regards to the concerns you had with your deck. The weather plays a major factor in our work, as well as any other company that works outdoors. We try to schedule any return visits as soon as possible, but unfortunately the weather does not always cooperate. I know we have spoken a few times prior to our phone conversation today. On 6-6-16 we completed a follow-up visit to address all concerns.  On 6-7-16 we spoke and you indicated you were pleased with the work, I am grateful we were able to reach a resolution and address your concerns. I want to assure you that at Deck Tech it is our intention to satisfy our customers 100% from the beginning of the service timeline until the end. If you have any other concerns, please reach out to me and I will address them in a timely and efficient manner.
 
Warm Regards,
 
Linda [redacted]

I contacted this company back at the end of April and got an estimate. I gave my CC number to the sales guy on 5/2. On 5/5 I checked with him because I never saw my payment go thru and was told it could take a week or two before it goes thru, but not to worry because I was on the schedule. Payment finally was submitted on 5/12. On 5/17 I called the main number to see when the work was scheduled and they said it was tentative for 5/18. Called back today (5/18) and now they say I am not on the schedule. If I cancel I cannot get my deposit back, so now I'm stuck waiting on them to get the work done. I would suggest you look elsewhere for deck work. These guys are simply not reliable at all.

Initial Business Response /* (1000, 7, 2014/03/17) */
We have made numerous attempts to contact the customer to understand the concerns and attempt to resolve them. Our owner has personally called the customer 4 times. The customer has not returned any of his calls. We have been...

unsuccessful in working with this customer because they have not returned our calls.
The fact of the matter is that the customer has only paid ~50% of the total amount due upon completion of the service. Using the Revdex.com to file a complaint against a company that is simply trying to work with a customer and trying to collect on an outstanding balance due is fundamentally wrong. This is not the purpose of the Revdex.com. Furthermore, neither the service provider nor the customer has the right to change the price of the job without first working together and reaching an agreement. We have made several attempts to work with this customer. The customer has not demonstrated willingness to work with us.
Stating that our attempts to reach this customer are "unwarranted harassment" is completely inaccurate. Our collections clerk is a very nice lady who politely follows up with all of our customers with outstanding balances. To prove how seriously we take this matter, we invite the customer to visit our office so that they can meet her and listen to how politely she speaks with customers. Furthermore, just because the customer does not wish to receive calls regarding their outstanding balance owed does not make the call "harassment". We are conducting standard business practices and our actions are both reasonable and responsible.
Although this project is almost 3 years old and our warranty has expired, we are willing to work with this customer. Customer satisfaction has always been important to us and is one of the key strengths that make us the leader in our industry. Our policy is to work with customers to resolve their issue, whatever that issue might be. We stand firmly behind this policy.
Given the customer's response, we kindly request the customer to take new pictures of each concern (as stated in this letter). It is not necessary to take multiple pictures of the same section, as long as the pictures are in focus and clearly show the concern. For example, if we accidentally marked the roof in three different areas, please take a picture of each section (3 pictures). For every topic that the customer covered in this letter, we request a picture. If the customer is not able to take the photos, we are willing to send a representative onsite to look for the damages and then take pictures. Following our review of the photos, if there are any issues in which we can clearly address, we [redacted] communicate this to the customer. If we are unable to resolve the issues, we are willing to consider a reduction in the price.
We hope to be able to work with the customer to reach resolution in the immediate future.
[redacted]
(XXX) XXX-XXXX
[redacted]@decktechinc.com

Initial Business Response /* (1000, 5, 2014/08/29) */
Thank you for allowing us to respond:
-Ms. [redacted] was scheduled for her wash on Wednesday July 2nd. Our crew did the initial wash and, as Ms. [redacted] stated in her posting, our second visit would complete the job.
-We initially...

scheduled the second portion of service for Monday July 7th. Unfortunately, due to the weather we had to reschedule (area weather report attached below.) Please note that we do have the right to schedule per the signed contract from the customer. Our contract says "Deck Tech reserves the right to schedule all work on dates and times designated by Deck Tech. Special requests for scheduling or rescheduling of work outside times designated by Deck Tech may result in a minimum fee of $75."
-According to the weather reports. Tuesday July 8th also was rainy and a thunderstorm was expected (area weather report attached below.)
Ms. [redacted] was on the schedule for July 9th. Unfortunately due to the nature of Ms. [redacted]'s job, we needed a dry deck to complete the work. Her deck needed an intense strip job prior to applying the product. The amount of time it would have taken, caused us to push her to Friday July 11th.
-Ms. [redacted] called on Wednesday the 9th at noon to ask when the crew was coming. We informed her that they were at an earlier stop. She checked in again at 4:30pm. We were just alerted that the crews were being called in for the day due to heavy fog in the area (see area weather report attached below.) The moisture in the air would make the seal impossible to complete without compromising the job.
-At this time, Ms. [redacted] demanded to be completed on Thursday the 10th. Unfortunately, we reserve the right to schedule due to needing the proper conditions for sealing. She stated that if she was not done on Thursday, she wanted to cancel service. We explained that we do the best we can to keep people on schedule, however weather plays a huge part in what is possible and impossible. Ms. [redacted]'s deck was a strip, which is a more intense job. We need the right conditions to do the job properly.
-On Thursday the 10th at 5:30pm we spoke with the scheduler. He stated to contact Ms. [redacted] and let her know that we would have her done first thing in the morning on Friday 7/11 with her approval. We left messages for the customer:
On 7/10:
o 5:30pm- [redacted], the scheduler, left a message
o 5:50pm- customer service agent left message
o Sales representative left 2 messages that evening
On 7/11 we left messages for the customer:
o 7:31am- customer service sent email to the customer
o 8:02am- customer service agent left message

On 7/11 at 10:37am, Mrs. [redacted] called in and asked for a refund.

We believe there was a wealth of communication between Deck Tech and the customer. We did our best to give the customer a date as close to the one she demanded although we reserve the right to schedule. We unfortunately were pushed back due to two days of rain and storms per the weather reports we run every day. Again- we reserve the right to schedule because we want our product to last. It is an outdoor product that is meant to preserve and restore- by creating the right conditions during application, we can assure the product will work at maximum efficiency.

In terms of the dialogue with [redacted] and scheduling, Ms. [redacted] states that [redacted] "knew about the refund the night we cancelled and he was the one that was supposed to call us about it and didn't!" [redacted] was made aware of their intent to cancel, however he also tried to accommodate them by moving the schedule around. We normally do not change the schedule, unless otherwise arranged with the sales representative, to ensure fairness with scheduling. The customer service representatives and the sales representative were tasked with reaching out to the customer to get approval for the visit.
Ms. [redacted] also stated that [redacted] "tried to tell us that it was the weather, even though his crews were out working on those days and we were never told that was a factor." The weather changes daily and hour-by-hour. We are constantly keeping up with it due to the nature of the business. Sometimes a crew can go out and do their first jobs but then for the afternoon the weather changes, and forces a recall.

Ms. [redacted] also stated that [redacted] "tried to tell us that they schedule in order. I said then we would have been the first thing Thursday morning so their order would remain correct." Deck Tech does schedule in order, however we schedule two days out. If a customer is bumped from Monday, the next available day is Wednesday, two days later. Again though, we make it clear to our customers that we reserve the right to schedule. If we had placed Ms. [redacted] on the next day, we would have thrown off the already-planned route for that day.

We also reserve the right to charge for services rendered. Again, as per our contract "Full payment is due from Customer immediately upon Deck tech's completion of services. If customer has previously provided Deck Tech with credit card information, Deck Tech is authorized to charge any outstanding balance against that credit card promptly following Deck Tech's completion of services. Deck Tech requires a 30% non-refundable deposit prior to scheduling any work." This again is part of the signed contract each customer agrees to.

In terms of the cost for power washing, [redacted] informed the customer that the power wash would be $200 and a "contractor" gave the customer a different cost. This is an unreasonable statement because "the contractor" used tells nothing of their quality, experience or warranty. Deck Tech does an outstanding job and stands behind all the work we do. Our thorough cleaning is what prepares the wood product to be sealed at a later date.

The "lies and excuses" that [redacted] is accused of telling are in question. He, as scheduler, is forthright with all scheduling decisions. Weather is the most difficult issue to work around with any outdoor service company. It is standard through the industry to forewarn customers of scheduling difficulties and changes. We do our best to be sensitive, however the customer is never required to be present. We can always work around busy schedules by doing the outdoor work.

Deck Tech cannot refund the $378 down payment because as per our contract signed by the customer "Deck Tech requires a 30% non-refundable deposit
prior to scheduling any work." We did the job however the customer refused the work by contacting us when we were making extreme accommodations to complete her seal. Our crew was ready to come out and on Thursday night and Friday morning we did our best to contact the customer, to no avail.
SUMMARY FOR JULY X XXXX
WEATHER CONDITIONS (PER ACCUWEATHER.COM)
THE FOLLOWING WEATHER WAS RECORDED YESTERDAY
THUNDERSTORM
HEAVY RAIN
RAIN
LIGHT RAIN
FOG
HAZE
SUMMARY FOR JULY X XXXX
WEATHER CONDITIONS (PER ACCUWEATHER.COM)
THE FOLLOWING WEATHER WAS RECORDED YESTERDAY
THUNDERSTORM
LIGHT RAIN
FOG
HAZE

Initial Business Response /* (1000, 5, 2014/05/01) */
We welcome the opportunity to respond to the complaint filed by Mr. [redacted] with factual and proven records. We would like to first note that though Mr. [redacted] stated he was serviced on 4/7 in his complaint, in reality he was...

serviced on 4/5, and again three weeks later with a courtesy revisit on 4/26. His statement is that he "received zero response." The Revdex.com complaint was filed when we have never avoided communication; in fact quite the contrary. The following is the consistent timeline of communication we have maintained with the customer throughout the past three weeks:
Sales representative called and spoke with the customer on 4/8
Sales representative called and spoke with the customer on 4/10
Customer emailed sales representative on 4/15
Sales representative responded on 4/16
Sales representative emailed customer on 4/17
Sales representative asked customer service department to contact customer on 4/17
Customer service agent called customer and left voicemail on 4/17
Customer called customer service agent back and left voicemail on 4/18
Customer service agent called customer back on 4/21
Operations Manager called and spoke with customer on 4/21
Operations Manager sent crew out to assess work and discuss issues with customer on 4/23
Technician was sent out to re-sand on 4/26
As is evidenced above, at no time was the customer left with "zero response." In fact, we believe that we have gone above and beyond in terms of reaching out to the customer to try to rectify the situation as a courtesy and not necessarily out of obligation. From his original service on 4/5 until the time he filed his complaint on 4/21, we communicated directly with the customer at least ten times. In that same amount of time we left over five messages for the customer and sent over four emails. The efforts we have placed into maintaining communication with the customer are extensive. It has always been our goal to remedy the situation and proactive communication is a part of our consistent service. We have communicated with the customer a high number of times throughout the period of service until the date of the Mr. [redacted]'s filing.
Another portion of Mr. [redacted] complaint stated that we did not use the correct stain. Attachment #1 is the customer's signed contract in which it is noted the customer requested California Cedar. As can be seen via attachment #1, #2 and #3, this is what was brought to the job by the crew. The color was shown to Mr. [redacted] at the original consultation with the sales representative who always brings samples for customers to view. In terms of the "inconsistencies", they are normal in natural wood and Deck Tech along with their representatives from every department do their best to communicate the inevitable variation in natural wood products. This is not specific to Deck Tech but rather it is an industry standard when it comes to the results of staining wood with a semitransparent or solid stain. All wood treated with color will, over a two to three week period, even out and lighten up as excess oils evaporate off the surface. This along with the fact that, the two surfaces Deck Tech treated (the fence and the pergola) are two different cuts of wood, that are different ages and are most likely from different mills producing different raw materials, and would likely be the reason for any variance in color. We firmly maintain that we communicated this to the customer at each step in the communication chain. It is part of the standard sales representative presentation and was discussed prior to him signing the Terms and Conditions of our agreement (please see attach copy which is attachment #1) and post-treatment as a part of what to expect when were done. Because wood is a natural product with inevitable variances, what we're saying is not only is it reasonable for the surface colors to vary slightly, but it is also the standard across the industry. I think its also important to point out that this isn't only a Deck Tech standard, this is an industry standard, followed by some of the largest service companies and paint manufactures in the world.
Mr. [redacted] also states that he questions whether sanding was done. Again, looking at attachments 2 & 3, it can clearly be seen that sandpaper was used during both visits- the 4/5 original service date as is standard with our initial treatment. As a courtesy, we also sent a crew out to re-sand in an additional effort to satisfy the customer. This was at no cost to the customer but instead done out of "good faith" and a continued effort of our company to go above and beyond for Mr. [redacted].
In closing, Deck Tech has and always will conduct itself with transparency and full disclosure. From our sales representative to our customer service department and our operations center to the service technicians, we explain in detail the process of working with wood multiple times. Deck Tech and its representatives believe that we did everything possible to satisfy the customer. We believe that we have achieved the contractual obligation we entered into with Mr. [redacted] Because of our consistent and documented communication efforts with Mr. [redacted] we are frankly surprised at his complaint to the Revdex.com. For that reason, we feel the motivations behind the complaint are suspect. We will pursue any false accusations to the highest level of the law.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These statements are not entirely correct. To date no representative has presented color samples to review with me to remedy the color concern. There color is not a variation it is the complete wrong color. The pergolla is still in very poor condition and very little was done at this revisit. There were many coorespondances from the sales person, but nothing from customer service over this time period. I was promised on several occasion that I would be contacted and never was.
Sales representative stated in writing on 2 separate occasion that the charges would be reversed until I was satisfied. This was not done.
I have asked on multiple occasions for a representative to come out with color samples to review with me. At no time was this done. A field manager did visit the project, but broght samples that were in his words not the corret samples to be revewing. I simply ask for the company to produce samples to support their statements on the color. I ask this now and I will ask this at all steps in the process going forward.
As it appear that no resolution will be made here, we will look to other avenues and social media to resolve this dispute.
One thing that both parties agree upon is that because of our consistent and documented communication efforts, we are frankly surprised at the lack of the company's willingess to remedy the concern. For that reason, we feel the motivations behind the lack of response are suspect. We [redacted] pursue any attempt to collect monies not earned to the highest level of the law.
Final Consumer Response /* (450, 9, 2014/05/04) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
Met with owner of the business to discuss options and review samples. The owner and I walked the entire project 2 times. We discussed options to remedy the issue.

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

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

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

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

Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for taking the time to speak with me Tuesday. After further research, below are our findings:
I want to start out by saying, that your solid stain job was completed to the specification of all projects that start out a solid...

stain, we re-stain over the existing solid stain with a like product. So we have no doubt that the product will hold up to the 2 year Warrantee that we offer. The confusion started when our customer service agent misstated the facts of your job based on her belief that your job was a conversion from a solid stain to our deck tech product. The fact that we believe our product is the best product for all wood surfaces, and if [redacted] thought we could have achieved 85% removal (a statement reserved for only a deck that is being converted to our product) she would have tried to advise you to select the much more involved process of converting your deck over to DT 1000, our premium brand. For that confusion we are sorry, but this comment wouldn't have changed the way we approached or completed your job. As far as [redacted]'s email, she was obviously generalizing because we do not have a warranty that spans from 24-30 months. Per the agreed upon terms and conditions, that direct you to our website for specific warrantee information, our solid stains have a warranty of 24 months. This time frame in most cases is above the industry standard, because we are not just warranting the materials, we also warrantee the labor to recoat the deck.
To recap your job was completed in the exact matter that it was meant to be, based on the signed contract. The only confusion came in by our customer service agent who did not understand the scope of the project at the time, made an honest mistake and that will be managed internally. The fact however, remains that our contract and warranty are above reproach with regard to industry standards. Please reference your contract and you will also find information in regards to our warranty at www.decktechinc.com.
Based on my research and the result, the job was done according to specification. We have no problem standing behind the 24-month warranty. If something was not done right, the paint will fail within that period and we will gladly return to honor our warranty. It is a long-standing promise and commitment we make to the customer to care for their investment. At this time we are considering this file closed. We will be there to support you in any way we can in the future.
We have been in business for over 25 years now and if we make a mistake, we own up to it and correct it. In turn, if we are in the right and have not done anything incorrectly, then we have to hold our position and passionately defend ourselves and our Deck Tech name regardless of the actions in which a consumer threatens us with.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Deck Tech:
"The confusion started when our customer service agent misstated the facts of your job based on her belief that your job was a conversion from a solid stain to our deck tech product."
Therein lies the problem. Your customer service agent REPEATEDLY provided us with the wrong information. Had the customer service agent told us that the old stain would not be removed from the deck we would NOT have hired Deck Tech. We have had issues with our deck peeling when new stain was applied over old stain, and we did not want to risk that happening again which is why we, several times, clarified with the customer service agent exactly what we were buying and paying for. Based on the multiple assurances from your customer service agent that the previous stain would be removed we entered into a contract with Deck Tech.
Deck Tech did NOT provide the service its very customer service agent said that it would provide. We consider this more than a mistake. Its false advertising and fraud. We do not intend to pay for your customer service agent's mistake.

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

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

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

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

Initial Business Response /* (1000, 5, 2014/07/24) */
Thank you for the opportunity to respond to Mrs. [redacted]'s complaint.
*Ms. [redacted]'s estimate for work was signed on 6/27
*Ms. [redacted]'s down payment for $197 was processed on 6/30
*Ms. [redacted]'s job was pushed forward to scheduling on 7/1
*Ms. [redacted]...

was washed on 7/11, although the normal time it takes to get to decks is 2 to 2 1/2 weeks due to being in the middle of our busy season. We definitely were working ahead of schedule on Ms. [redacted]'s project due to our back-log.
*Ms. [redacted] spoke with customer service on 7/15 regarding the gouges and sent pictures to company cell phone at 12:18pm. The pictures were submitted to Operations for review.
*On 7/16 we called back and left a voice mail regarding the pictures. We also checked with our operations team to see what the possible gouges could have been caused by. Our operations manager confirmed that we only power washed Ms. [redacted]'s deck, which means nothing other than water was being used. At no time did we use a hammer or any other tool. That would have been done during the second visit when we were going to seal the deck. We never address nails on the first visitit is the thorough wash only using only water.
*On 7/17 we spoke with Ms. [redacted] regarding the gouges and explained the wash process as noted above. We reiterated that we do not use tools that could cause damage. In addition, we made note of the "before" pictures of the deck where marks in the same area the customer noted were already visible. The customer asked if she could submit larger pictures of the deck, which we welcomed. The customer also mentioned repairing the deck with "wood putty." We informed her that we do not do repairs on decks at all. We are a wood restoration and preservation specialist.
*On 7/17 at 2:19pm the customer sent two more pictures of the entire deck. At 3:10pm she checked in with us. We discussed the same thing as before. We also discussed how the sanding and staining would definitely make the deck look better. She agreed that the color she chose (russet brown) was something she was greatly looking forward to. Again, Ms. [redacted] mentioned us using "wood putty" and she was told that we do not do repairs. Our technicians do not carry repair tools or equipment. She then mentioned the increase of $110 in pricing from the estimate she received last season. We explained that the cost increase was a cost of living increase and the previous estimate in 2013 reflected an end-of-year discount due to it being our slow season in October. We believe that it is not unreasonable for the price to change over another Midwestern season in terms of needing additional care and taking into account the discount applied six months prior.
*On 7/17 at 8:41pm, Ms. [redacted] sent a text message voicing her decision to end the contract with us. We also received Ms. [redacted]'s email regarding the same message.
First, the issue of price gouging is highly suspect. Yes, we did provide an invoice that was $110 more the following season, however we noted the reasons for the discrepancy. This increase is minimal and we do our best to keep pricing as reasonable as possible for all of our customers. The customer's sales representative gave her an additional discount, which was a courtesy.
Also, we did not come out on 7/16 as scheduled because of the above issue. We do our best to work through any issues so that our technicians can do their job upon arrival. We definitely would not go out to a location with an issue that was not settled. Our technicians are trained to complete their labor but know nothing about customer service/office issues. Additionally, if you note Ms. [redacted]'s signed Terms and Conditions, you [redacted] see that Deck Tech "reserves the right to schedule all work on dates and times designated by Deck Tech...we are not responsible for delays caused by, but not limited to: weather, acts of God, material or labor shortages, equipment malfunction, scheduling conflicts, and other unforeseen circumstances." Again- this is not specific to our company. It is standard throughout the outdoor service industry.
There were no "lies" or "run-a-round" involved. This can clearly be seen by the timeline. Ms. [redacted] first communicated with us on July 15th and chose to end service with us on July 17th after-hours. There was no time for a "run around" to occur. Our communication with Ms. [redacted] was timely, direct and accurate. It was never, nor has it ever been, our intention to sweep any issues under the rug. We work as a team to manage solutions for any customer who have issues. We believe that that service was provided to Ms. [redacted] from the beginning of her complaint to her choice in ending the service with us two and one-half days later.
Our desired resolution:
We [redacted] charge Ms. [redacted] for the power washing which has improved the look of the deck considerably as can be seen in the photos provided. We [redacted] not complete the job or charge Ms. [redacted] for any service not already rendered. Ms. [redacted] absolutely be provided with her wash cost on official company letterhead. This is standard practice with all of our customers.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked the company to provide me a cost for the list of services provided on company letterhead which still to date has not been provided so, I do not know what the charge is for just a wash. I cancelled the services due to the unethical price gouging and damage done to my deck. I at first was willing to proceed if the company had owned up to the damage done which I provided several pictures to them and also suggested maybe they could use wood putty or some type of filler before proceeding with sanding & staining the deck but was given the runaround by Mgr [redacted] who I called several times regarding the matter and she would promise to look into it and call me back which I always had to call her back because she would not follow up with me. Then, after I became fed up with I sent a text, email and left a voice message to the company advising since they are not following up, or giving me any reasonable answers that I would be filing a complaint with Revdex.com and leaving a review of my experience with their company in which they responded to me with a email stating I am not to post any unfavorable reviews regarding their company as this is illegal? Sounded like a threat to me, I still wish to recoup $200 for the damage to my deck and would like for the company to provide you a list of prices for the services they provide because as you can see by their response, they are unwilling to provide that. I have pictures of the damage to the deck and original pictures of the deck before the power wash was done, as well as all email correspondence from and to the company. In regards to the price change issue, the MGR [redacted] stated to me by phone that the difference in pricing was due to
Final Business Response /* (4000, 9, 2014/07/28) */
Our communication with Ms. [redacted] throughout this time was timely and thorough. We in fact, provided the customer with our inter-office cell phone number to provide us with the pictures she speaks of. The goal was to expedite the investigation process. It has always been our desire to take responsibility for any mistakes we or our agents cause; in this instance, we have no liability because we did not cause any damage. Our wash teams and our seal teams have completely different equipment to work with. The wash team is never armed with hammers or nails; this is solely a seal team duty. Normally the seal team comes 2-4 days after the wash- depending on the weather. The before and after pictures clearly show the dirt embedded in the deck prior to our wash and the bare wood prior. This is proof of the excellent work we do for thousands of decks.
Because we did complete the wash portion, we are submitting an invoice on company letterhead with the cost for Ms. [redacted]. Per the Terms and Conditions of the contract, Ms. [redacted] agreed that "Full payment is due from Customer immediately upon Deck Tech's completion of services. If Customer has previously provided deck Tech with credit card information, Deck Tech is authorized to charge any outstanding balance against the credit card promptly following Deck Tech's completion of services."
We are also not "price gouging" as the price Ms. [redacted] received last season was not considerably lower than this year. Price gouging can occur when prices increase rapidly after a demand/supply shock. In this instance, there are neither. We explained that the $110-difference is due to the end-of-season discount the sales representative applied at her own discretion in 2013 and the poor condition of the deck after another winter season in 2014.
In closing, we cannot provide any compensation due to the questionable nature of the "gouges" Ms. [redacted] points out. The owner is aware of the situation and has worked hand in hand to rectify this situation.
Final Consumer Response /* (4200, 11, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked on more than one occasion including in this complaint for Deck Tech to provide pricing on company letterhead which they continue to dance around that fact and is only putting on the bill what they want to put on the bill. Any legitimate company has a legitimate menu of pricing for services they provide but as you can clearly see they have not provided that. So am I to assume that to wash a deck costs $280? They still have yet to legitimately explain the big pricing difference and they deck was pretty much in the same condition it was when they first came out the only thing changed was the pricing. I would like to go to mediation so that a official can request a LEGITIMATE PRICE LIST OF SERVICES FROM THIS COMPANY and to deal and we can further deal with the gouges in the wood which appear to have been caused by high pressure from the power washer. This company needs to be able to spell out provide a list of charges for the services they provide and not just randomly charge whatever they feel like charging particular people. I'm still not satisfied with the invoice provided it just states the made up amount they want to charge a itemized list of pricing is needed and not 3 or 4 days later they are taking to make one up the business should already have one available.

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