Deck Tech

Initial Business Response / [redacted] (1000, 6, 2015/08/06) */ Hello Ms [redacted] Thank you for sharing your experienceAlthough 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 resolutionWe [redacted] consider the matter closedThank you again for your time!

"Arial Mr [redacted] , Thank you for contacting us in regards to the concerns you had with your deckThe weather plays a major factor in our work, as well as any other company that works outdoorsWe try to schedule any return visits as soon as possible, but unfortunately the weather does not always cooperateI know we have spoken a few times prior to our phone conversation todayOn 6-6-we completed a follvisit to address all concerns On 6-7-we spoke and you indicated you were pleased with the work, I am grateful we were able to reach a resolution and address your concernsI 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 endIf 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]

Initial Business Response / [redacted] (1000, 5, 2014/05/01) */ We welcome the opportunity to respond to the complaint filed by Mr [redacted] with factual and proven recordsWe would like to first note that though Mr [redacted] stated he was serviced on 4/in his complaint, in reality he was serviced on 4/5, and again three weeks later with a courtesy revisit on 4/His statement is that he "received zero response." The Revdex.com complaint was filed when we have never avoided communication; in fact quite the contraryThe 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/ Sales representative called and spoke with the customer on 4/ Customer emailed sales representative on 4/ Sales representative responded on 4/ Sales representative emailed customer on 4/ Sales representative asked customer service department to contact customer on 4/ Customer service agent called customer and left voicemail on 4/ Customer called customer service agent back and left voicemail on 4/ Customer service agent called customer back on 4/ Operations Manager called and spoke with customer on 4/ Operations Manager sent crew out to assess work and discuss issues with customer on 4/ Technician was sent out to re-sand on 4/ 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 obligationFrom his original service on 4/until the time he filed his complaint on 4/21, we communicated directly with the customer at least ten timesIn that same amount of time we left over five messages for the customer and sent over four emailsThe efforts we have placed into maintaining communication with the customer are extensiveIt has always been our goal to remedy the situation and proactive communication is a part of our consistent serviceWe 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 stainAttachment #is the customer's signed contract in which it is noted the customer requested California CedarAs can be seen via attachment #1, #and #3, this is what was brought to the job by the crewThe color was shown to Mr [redacted] at the original consultation with the sales representative who always brings samples for customers to viewIn terms of the "inconsistencies", they are in natural wood and Deck Tech along with their representatives from every department do their best to communicate the inevitable variation in natural wood productsThis 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 stainAll wood treated with color will, over a two to three week period, even out and lighten up as excess oils evaporate off the surfaceThis 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 colorWe firmly maintain that we communicated this to the customer at each step in the communication chainIt 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 doneBecause 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 industryI 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 doneAgain, looking at attachments & 3, it can clearly be seen that sandpaper was used during both visits- the 4/original service date as is standard with our initial treatmentAs a courtesy, we also sent a crew out to re-sand in an additional effort to satisfy the customerThis 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 disclosureFrom 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 timesDeck Tech and its representatives believe that we did everything possible to satisfy the customerWe 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.comFor that reason, we feel the motivations behind the complaint are suspectWe will pursue any accusations to the highest level of the law Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) These statements are not entirely correctTo date no representative has presented color samples to review with me to remedy the color concernThere color is not a variation it is the complete wrong colorThe pergolla is still in very poor condition and very little was done at this revisitThere were many coorespondances from the sales person, but nothing from customer service over this time periodI was promised on several occasion that I would be contacted and never was Sales representative stated in writing on separate occasion that the charges would be reversed until I was satisfiedThis was not done I have asked on multiple occasions for a representative to come out with color samples to review with meAt no time was this doneA field manager did visit the project, but broght samples that were in his words not the corret samples to be revewingI simply ask for the company to produce samples to support their statements on the colorI 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 concernFor that reason, we feel the motivations behind the lack of response are suspectWe [redacted] pursue any attempt to collect monies not earned to the highest level of the law Final Consumer Response / [redacted] (450, 9, 2014/05/04) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: Met with owner of the business to discuss options and review samplesThe owner and I walked the entire project timesWe discussed options to remedy the issue

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Thank you for taking the time to speak with me TuesdayAfter 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 productSo we have no doubt that the product will hold up to the year Warrantee that we offerThe 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 productThe 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 brandFor that confusion we are sorry, but this comment wouldn't have changed the way we approached or completed your jobAs far as [redacted] 's email, she was obviously generalizing because we do not have a warranty that spans from 24-monthsPer the agreed upon terms and conditions, that direct you to our website for specific warrantee information, our solid stains have a warranty of monthsThis 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 contractThe 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 internallyThe fact however, remains that our contract and warranty are above reproach with regard to industry standardsPlease 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 specificationWe have no problem standing behind the 24-month warrantyIf something was not done right, the paint will fail within that period and we will gladly return to honor our warrantyIt is a long-standing promise and commitment we make to the customer to care for their investmentAt this time we are considering this file closedWe will be there to support you in any way we can in the future We have been in business for over years now and if we make a mistake, we own up to it and correct itIn 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 / [redacted] (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 problemYour customer service agent REPEATEDLY provided us with the wrong informationHad the customer service agent told us that the old stain would not be removed from the deck we would NOT have hired Deck TechWe 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 forBased 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 provideWe consider this more than a mistakeIts advertising and fraudWe do not intend to pay for your customer service agent's mistake

Initial Business Response / [redacted] (1000, 7, 2014/03/17) */ We have made numerous attempts to contact the customer to understand the concerns and attempt to resolve themOur owner has personally called the customer timesThe customer has not returned any of his callsWe 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 serviceUsing 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 wrongThis is not the purpose of the Revdex.comFurthermore, neither the service provider nor the customer has the right to change the price of the job without first working together and reaching an agreementWe have made several attempts to work with this customerThe customer has not demonstrated willingness to work with us Stating that our attempts to reach this customer are "unwarranted harassment" is completely inaccurateOur collections clerk is a very nice lady who politely follows up with all of our customers with outstanding balancesTo 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 customersFurthermore, 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 years old and our warranty has expired, we are willing to work with this customerCustomer satisfaction has always been important to us and is one of the key strengths that make us the leader in our industryOur policy is to work with customers to resolve their issue, whatever that issue might beWe 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 concernFor example, if we accidentally marked the roof in three different areas, please take a picture of each section (pictures)For every topic that the customer covered in this letter, we request a pictureIf 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 picturesFollowing our review of the photos, if there are any issues in which we can clearly address, we [redacted] communicate this to the customerIf 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

Can't say enough positive things about this company and ownerThey responded quickly and performed wonderful work on badly damaged beach home purchasedEveryone from owner to office staff and service employees are A plus They come every six months to check our roof deck and highly recommend them

Initial Business Response / [redacted] (1000, 6, 2015/08/18) */ Ms***- We appreciate the opportunity to respond to your reviewFrom your account, we note that we did the wash and seal service to your property on 11/5/and 11/8/13, respectivelyOn 1/21/2014, we called you to settle the payment, and you alerted us that the color was wrongUp to that point we had heard nothing about the color being wrongOver the course of 2014, we reached out to you to find a solution to your issueIn February and March, your sales representative contacted you numerous times to find a solutionYou repeatedly were unwilling, but maintained that the wrong color was applied to the deckWe 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 jobIn the end, we did the job we were contracted to do, which was to preserve and beautify your investmentAlthough we are sympathetic to your concern for your credit status, we stand firm on our request for full payment

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 / [redacted] (1000, 13, 2015/08/13) */ Greetings Mr [redacted] - We thank you for reaching out to usIn our system we show that you called in for estimate on 4/Ron made the appointment to see you on 4/He followed up on 4/twice, on 4/and 4/Payment was received on 4/Color was chosen the following week and Ron sent the job to scheduling on 5/We then proceeded to wash your deck on 5/In [redacted] we had days of rainfall and getting jobs completed proved to be neimpossibleIt was on 5/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 weatherIt is standard with any outdoor service provider to have to work around weatherOne of our long-time goals is to stand behind our warrantyIn order to do this, we have to ensure that we are applying seal at opportune timesA 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 amicablyThank you for working with usWe hope to improve our delivery and overall customer service

Initial Business Response / [redacted] (1000, 5, 2014/07/24) */ Thank you for the opportunity to respond to Mrs***'s complaint *Ms***'s estimate for work was signed on 6/ *Ms***'s down payment for $was processed on 6/ *Ms***'s job was pushed forward to scheduling on 7/ *Ms*** was washed on 7/11, although the time it takes to get to decks is to 1/weeks due to being in the middle of our busy seasonWe definitely were working ahead of schedule on Ms***'s project due to our back-log *Ms [redacted] spoke with customer service on 7/regarding the gouges and sent pictures to company cell phone at 12:18pmThe pictures were submitted to Operations for review *On 7/we called back and left a voice mail regarding the picturesWe also checked with our operations team to see what the possible gouges could have been caused byOur operations manager confirmed that we only power washed Ms***'s deck, which means nothing other than water was being usedAt no time did we use a hammer or any other toolThat would have been done during the second visit when we were going to seal the deckWe never address nails on the first visitit is the thorough wash only using only water *On 7/we spoke with Ms [redacted] regarding the gouges and explained the wash process as noted aboveWe reiterated that we do not use tools that could cause damageIn addition, we made note of the "before" pictures of the deck where marks in the same area the customer noted were already visibleThe customer asked if she could submit larger pictures of the deck, which we welcomedThe customer also mentioned repairing the deck with "wood putty." We informed her that we do not do repairs on decks at allWe are a wood restoration and preservation specialist *On 7/at 2:19pm the customer sent two more pictures of the entire deckAt 3:10pm she checked in with usWe discussed the same thing as beforeWe also discussed how the sanding and staining would definitely make the deck look betterShe agreed that the color she chose (russet brown) was something she was greatly looking forward toAgain, Ms [redacted] mentioned us using "wood putty" and she was told that we do not do repairsOur technicians do not carry repair tools or equipmentShe then mentioned the increase of $in pricing from the estimate she received last seasonWe explained that the cost increase was a cost of living increase and the previous estimate in reflected an end-of-year discount due to it being our slow season in OctoberWe 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/at 8:41pm, Ms [redacted] sent a text message voicing her decision to end the contract with usWe also received Ms***'s email regarding the same message First, the issue of price gouging is highly suspectYes, we did provide an invoice that was $more the following season, however we noted the reasons for the discrepancyThis increase is minimal and we do our best to keep pricing as reasonable as possible for all of our customersThe customer's sales representative gave her an additional discount, which was a courtesy Also, we did not come out on 7/as scheduled because of the above issueWe do our best to work through any issues so that our technicians can do their job upon arrivalWe definitely would not go out to a location with an issue that was not settledOur technicians are trained to complete their labor but know nothing about customer service/office issuesAdditionally, if you note Ms***'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 companyIt is standard throughout the outdoor service industry There were no "lies" or "run-a-round" involvedThis can clearly be seen by the timelineMs [redacted] first communicated with us on July 15th and chose to end service with us on July 17th after-hoursThere was no time for a "run around" to occurOur communication with Ms [redacted] was timely, direct and accurateIt was never, nor has it ever been, our intention to sweep any issues under the rugWe work as a team to manage solutions for any customer who have issuesWe 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 providedWe [redacted] not complete the job or charge Ms [redacted] for any service not already renderedMs [redacted] absolutely be provided with her wash cost on official company letterheadThis is standard practice with all of our customers Initial Consumer Rebuttal / [redacted] (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 washI cancelled the services due to the unethical price gouging and damage done to my deckI 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 meThen, 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 $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 thatI 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 companyIn 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 / [redacted] (4000, 9, 2014/07/28) */ Our communication with Ms [redacted] throughout this time was timely and thoroughWe in fact, provided the customer with our inter-office cell phone number to provide us with the pictures she speaks ofThe goal was to expedite the investigation processIt 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 damageOur wash teams and our seal teams have completely different equipment to work withThe wash team is never armed with hammers or nails; this is solely a seal team dutyNormally the seal team comes 2-days after the wash- depending on the weatherThe before and after pictures clearly show the dirt embedded in the deck prior to our wash and the bare wood priorThis 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***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 servicesIf 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 yearPrice gouging can occur when prices increase rapidly after a demand/supply shockIn this instance, there are neitherWe explained that the $110-difference is due to the end-of-season discount the sales representative applied at her own discretion in and the poor condition of the deck after another winter season in In closing, we cannot provide any compensation due to the questionable nature of the "gouges" Ms [redacted] points outThe owner is aware of the situation and has worked hand in hand to rectify this situation Final Consumer Response / [redacted] (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 billAny legitimate company has a legitimate menu of pricing for services they provide but as you can clearly see they have not provided thatSo 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 pricingI 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 washerThis 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 peopleI'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 or days later they are taking to make one up the business should already have one available