Decktec Outdoor Designs Inc

Initial Business Response /* (1000, 9, 2015/09/04) */
September 4, 2015
We take any case of customer dissatisfaction very seriously here at DeckTec. As our business is built on excellent design, construction, maintenance and customer service.
[redacted] did participate in a walk through of...

the site with [redacted] the project supervisor, after the completion of the carpentry phase of the job. On or about June 8th, the bolts were discussed at that time. [redacted] did sign off on the job, and did not ask that they be replaced. He then provided a check to [redacted] for the final carpentry payment.
His complaint that the deck was not stained within a reasonable time frame contradicts the terms of the proposal that was signed on March 24th of this year. It was sanded, brightened & stained on August 26th, The signed proposal/contract clearly states that the finish work is to be done within 60-90 days after the construction was completed. This deck was finished 78 days after completion. On schedule, and well within the agreed upon timeframe.
There was no mold on the wood, the dark spotting was actually the emergence of tannins that naturally occur in redwood. This is one of the reasons why the wood needs a period of 60 to 90 days to "season" prior to the finishing. These surfaced tannins are removed in the cleaning and brightening process that we perform on every new deck we build. Staining the wood too soon after construction would result in discoloration of the finish. As the tannins would then leech out from underneath the stain.
The "feathering" of the top caps is not uncommon, this is another reason we allow the wood a period of acclimation prior to finishing. The feathered wood is sanded smooth during the preparation for finishing. With this deck, two large pieces of top cap were replaced during the finish process, a suggestion made out of an abundance of caution by [redacted] (the service crew leader). The repair & support carpenter, [redacted] finished this on site on Wednesday August 26th. A couple of days after [redacted] initially reported this. That same day, Mr [redacted] also re-attached the cable. Mr [redacted] has returned today. Friday September 4th, and completed this last item that was a concern for Mr [redacted], which was putting screws in a loose bridge block.
Mr [redacted] has since expressed his satisfaction with the resolution of the construction issues. As well as his approval of the finish work of our service crew. I personally called him and inquired on Monday August 31st. He also sent an e-mail response to my follow up e-mail on Tuesday September 1st. In response he stated that there was one more issue that [redacted] is resolving (addition of the screws to the bridge blocks done today by Mr Unker) We hope it is safe to assume that his issues are resolved in total now that this last item has been completed.
DeckTec is a long term Revdex.com member, this is our first complaint in 12 years plus (the last one in 2003 was resolved of course) We look forward to a satisfactory resolution of the issues Mr [redacted] has with the work performed and service provided. And hope to provide further top quality service to Mr [redacted] for years to come.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 11, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything has been completed with one exception. On September 3 [redacted] sent me an e-mail about the "bridge blocks" saying they all were secure. I replied the same day that one of the bridge blocks was not secure but all the rest were. This is block 6 from the left as looking east. He said he would work it back into the schedule. While the above response says they came out on the 4 of September to complete, the block is still NOT secured into place. The block is just balanced on its edge and in theory could fall and hit someone on the head if they were on the patio underneath the deck. While this may not be very likely, it is still possible, and I would like to have it fastened into place. When these blocks were originally done I suspect they were all precut, laid into place, and then screwed or nailed at the end en masse. The one that is not secure was probably inadvertently overlooked. It is not clear, however, why they are saying it was completed on the 4th of September. I went out and checked just now, September 20, it has not been secured. [redacted] has not communicated with me since September 3.
Final Business Response /* (4000, 13, 2015/09/29) */
As of 9/29/2015 the final issue has been resolved, the repair & support crew. Under the direction of the R&S manager [redacted] has fastened the loose bridge block. [redacted] the Deck Service Manager did speak with Mr [redacted] at 9:50AM Tuesday 9/29/15 and [redacted] reports that he is satisfied with the fix, and will inform the Revdex.com of this on their next correspondence ..... Mr [redacted] will also contact the Revdex.com by telephone to assure that this complaint has been completely resolved.
Final Consumer Response /* (2000, 16, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes. Everything has been completed. Thank you.