Initial Business Response / [redacted] (1000, 9, 2015/09/04) */ September 4, We take any case of customer dissatisfaction very seriously here at DeckTecAs 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 jobOn 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 replacedHe 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 yearIt was sanded, brightened & stained on August 26th, The signed proposal/contract clearly states that the finish work is to be done within 60-days after the construction was completedThis deck was finished days after completionOn 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 redwoodThis is one of the reasons why the wood needs a period of to days to "season" prior to the finishingThese surfaced tannins are removed in the cleaning and brightening process that we perform on every new deck we buildStaining the wood too soon after construction would result in discoloration of the finishAs 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 finishingThe feathered wood is sanded smooth during the preparation for finishingWith 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 26thA couple of days after [redacted] initially reported thisThat same day, Mr [redacted] also re-attached the cableMr [redacted] has returned todayFriday September 4th, and completed this last item that was a concern for Mr ***, which was putting screws in a loose bridge block Mr [redacted] has since expressed his satisfaction with the resolution of the construction issuesAs well as his approval of the finish work of our service crewI personally called him and inquired on Monday August 31stHe also sent an e-mail response to my follow up e-mail on Tuesday September 1stIn 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 years plus (the last one in was resolved of course) We look forward to a satisfactory resolution of the issues Mr [redacted] has with the work performed and service providedAnd hope to provide further top quality service to Mr [redacted] for years to come Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything has been completed with one exceptionOn September [redacted] sent me an e-mail about the "bridge blocks" saying they all were secureI replied the same day that one of the bridge blocks was not secure but all the rest wereThis is block from the left as looking eastHe said he would work it back into the scheduleWhile the above response says they came out on the of September to complete, the block is still NOT secured into placeThe 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 deckWhile this may not be very likely, it is still possible, and I would like to have it fastened into placeWhen these blocks were originally done I suspect they were all precut, laid into place, and then screwed or nailed at the end en masseThe one that is not secure was probably inadvertently overlookedIt is not clear, however, why they are saying it was completed on the 4th of SeptemberI went out and checked just now, September 20, it has not been secured [redacted] has not communicated with me since September Final Business Response / [redacted] (4000, 13, 2015/09/29) */ As of 9/29/the final issue has been resolved, the repair & support crewUnder 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/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 / [redacted] (2000, 16, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) YesEverything has been completedThank you
Initial Business Response / [redacted] (1000, 9, 2015/09/04) */ September 4, We take any case of customer dissatisfaction very seriously here at DeckTecAs 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 jobOn 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 replacedHe 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 yearIt was sanded, brightened & stained on August 26th, The signed proposal/contract clearly states that the finish work is to be done within 60-days after the construction was completedThis deck was finished days after completionOn 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 redwoodThis is one of the reasons why the wood needs a period of to days to "season" prior to the finishingThese surfaced tannins are removed in the cleaning and brightening process that we perform on every new deck we buildStaining the wood too soon after construction would result in discoloration of the finishAs 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 finishingThe feathered wood is sanded smooth during the preparation for finishingWith 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 26thA couple of days after [redacted] initially reported thisThat same day, Mr [redacted] also re-attached the cableMr [redacted] has returned todayFriday September 4th, and completed this last item that was a concern for Mr ***, which was putting screws in a loose bridge block Mr [redacted] has since expressed his satisfaction with the resolution of the construction issuesAs well as his approval of the finish work of our service crewI personally called him and inquired on Monday August 31stHe also sent an e-mail response to my follow up e-mail on Tuesday September 1stIn 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 years plus (the last one in was resolved of course) We look forward to a satisfactory resolution of the issues Mr [redacted] has with the work performed and service providedAnd hope to provide further top quality service to Mr [redacted] for years to come Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything has been completed with one exceptionOn September [redacted] sent me an e-mail about the "bridge blocks" saying they all were secureI replied the same day that one of the bridge blocks was not secure but all the rest wereThis is block from the left as looking eastHe said he would work it back into the scheduleWhile the above response says they came out on the of September to complete, the block is still NOT secured into placeThe 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 deckWhile this may not be very likely, it is still possible, and I would like to have it fastened into placeWhen these blocks were originally done I suspect they were all precut, laid into place, and then screwed or nailed at the end en masseThe one that is not secure was probably inadvertently overlookedIt is not clear, however, why they are saying it was completed on the 4th of SeptemberI went out and checked just now, September 20, it has not been secured [redacted] has not communicated with me since September Final Business Response / [redacted] (4000, 13, 2015/09/29) */ As of 9/29/the final issue has been resolved, the repair & support crewUnder 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/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 / [redacted] (2000, 16, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) YesEverything has been completedThank you