HAL CO

October 16, 2014Dear Anita Horne,Thank you for reaching out to us in reference to this issueIn response to, your letter/request, I will lay out the facts, as I know them 1) I met with customer on 10/2/(minutes late)2) I examined the deck and noticed two boards that were decaying3) I explained that I had not seen this happen before and that the original supplier was out of business.4) I said I wasn’t sure what, if anything, could be done but I would make some calls,5) I called my current supplier (on 10/2/14) and explained the issue, 6) Current supplier called me on 10/7/and said as a courtesy to me and at no cost they would supply the customer with replacement boards for the two boards in question as well as the stair tread that the customer had previously replaced7) I called the customer 10/8/to notify him of the news from the current supplier8) I reviewed with the customer our one-year labor warranty and asked if he was handy (as I had seen the stair treads had been replaced on his current deck)He said no, and that he would have to pay someone to replace the boards.9) As a courtesy I offered to contact my foreman to get a labor quote for him to replace the boards for the customer (with no company profit/commission) in order to keep the costs down.10)The customer told me he was NOT payingI again reviewed the, one-year workmanship warranty with him, but he said again that ho was NOT paying and then the THREATS started)The customer said that “In todays age, with the internet,,I am calling the Revdex.com and so on.”12)The customer called again ten minutes later and threatened with toiling the “150" realtors that he was getting ready to meet with about the problems with our company.13) Within the next few hours, he called again threatening that he had ALL DAY to sit in front of the computer and slam my company.Now, I am not sure of the mental state of the customer but I will not succumb to threatsI thought, that after six years (his deck was installed in 2008), the customer would be pleased with the fact that the current supplier is offering the lumber, as well as us offering the labor at costWarranties are in place for a reason and if companies were to issue lifetime labor warranties, then people would have to be charged so much more for their original jobs.At this time I prefer not to talk with the customerHe may contact us in writing via mail or emailI am enclosing the warranty from the manufacturer if the customer would like to file a claim, I notified the manufacturer of this issue and they said they would help with the process if the customer does fileRespectfully,

From: Revdex.com of Metro Washington DC Date: Tue, May 16, at 4:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com
Customer Service Team---------- Forwarded message ----------From: *** *** Date: Tue, May 16, at 4:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]. #***. Complaint has been resolved with the owner Hal Co Fence

From: Revdex.com of Metro Washington DC Date: Tue, May 16, at 4:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com
Customer Service Team---------- Forwarded message ----------From: *** *** Date: Tue, May 16, at 4:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]. #***. Complaint has been resolved with the owner Hal Co Fence

October 16, 2014Dear Anita Horne,Thank you for reaching out to us in reference to this issue. In response to, your letter/request, I will lay out the facts, as I know them. 
1) I met with customer on 10/2/14 (9 minutes late). 2) I examined the deck and...

noticed two boards that were decaying3) I explained that I had not seen this happen before and that the original supplier was out of business.4) I said I wasn’t sure what, if anything, could be done but I would make some calls,5) I called my current supplier (on 10/2/14) and explained the issue, 6) Current supplier called me on 10/7/14 and said as a courtesy to me and at no cost they would supply the customer with replacement boards for the two boards in question as well as the stair tread that the customer had previously replaced. 7) I called the customer 10/8/14 to notify him of the news from the current supplier. 8) I reviewed with the customer our one-year labor warranty and asked if he was handy (as I had seen the stair treads had been replaced on his current deck). He said no, and that he would have to pay someone to replace the boards.9) As a courtesy I offered to contact my foreman to get a labor quote for him to replace the boards for the customer (with no company  profit/commission) in order to keep the costs down.10)The customer told me he was NOT paying. I again reviewed the, one-year workmanship warranty with him, but he said again that ho was NOT paying and then the THREATS started.11 )The customer said that “In todays age, with the internet,,. I am calling the Revdex.com and so on.”12)The customer called again ten minutes later and threatened with toiling the “150" realtors that he was getting ready to meet with about the problems with our company.13) Within the next few hours, he called again threatening that he had ALL DAY to sit in front of the computer and slam my company.Now, I am not sure of the mental state of the customer but I will not succumb to threats. I thought, that after six years (his deck was installed in 2008), the customer would be pleased with the fact that the current supplier is offering the lumber, as well as us offering the labor at cost. Warranties are in place for a reason and if companies were to issue lifetime labor warranties, then people would have to be charged so much more for their original jobs.At this time I prefer not to talk with the customer. He may contact us in writing via mail or email. I am enclosing the warranty from the manufacturer if the customer would like to file a claim, I notified the manufacturer of this issue and they said they would help with the process if the customer does file.
Respectfully,

Review: At the end of 2008 I purchased a deck and fence from this company. Within the first year the deck had issues holding stain and was beginning to show age rapidly. By year two the steps were starting to rot. I contact the company and left several messages but never got a return call. By the end of year three the steps had completely rotted and again I called and left messages with no return calls. In year four I tried to power wash the old stain off and apply a new stain which did not work. The company I hired to apply the stain informed me that the wood was not properly pressure treated and that I would continue to have problems. Again I contacted the company with no reply. Which brings to me the present, multiple pieces of wood on the deck have then since rotted away. After calling no less than 5 times in a week and essentially demanding I speak with the owner, I was contacted back within two weeks from the owner. He set an appointment with me to come out and look at the deck. He showed up late to the appointment and was acting strange the entire time. He was defensive from the start which is a strange way to treat a customer who spent $9,000 on a deck and another $3,000 on a fence with your company. After admitting that the deck wood was rotten he then said he would contact the distributor who gave them the supplies. I was then contacted this morning after a week of waiting to hear that yes there was an issue with the wood but instead of replacing all the wood, they would only replace the rotten pieces and they would have to charge me for the install! This is extremely poor service and they installed a product that was clearly defective. My neighbor next to me has a wood deck that that was installed before mine and is in great condition. The owner had admitted that the wood was defective but would only replace the wood that was so weak from rot that it was already breaking and would not do the install. Essentially accepting no blame and then told me that they only warranty the work for 1 year. If the wood is defective then it might take more than a year to find out. In the end I have a $9,000 deck that will need to be completely replaced and will cost me a lot of money as of which I do not have.Desired Settlement: I am asking for two things. #1 I want my deck fixed at no additional cost. Dave the owner had admitted the wood was defective and should not rot this way in fact he told me I was the only phone call he ever had gotten about rotten wood. If that is the case then he should not have a problem fixing it, instead he rudely hung up the phone on me when I said I was contacting the Revdex.com. #2 I want other members to know about this companies business practices, if I was able to read reviews on this business and how things are conducted I would have gone with another contracting company. Please help me resolve this case. I am a consumer and a business owner and in my business when something is not right we take care of it.

Business

Response:

October 16, 2014Dear Anita Horne,Thank you for reaching out to us in reference to this issue. In response to, your letter/request, I will lay out the facts, as I know them. 1) I met with customer on 10/2/14 (9 minutes late). 2) I examined the deck and noticed two boards that were decaying3) I explained that I had not seen this happen before and that the original supplier was out of business.4) I said I wasn’t sure what, if anything, could be done but I would make some calls,5) I called my current supplier (on 10/2/14) and explained the issue, 6) Current supplier called me on 10/7/14 and said as a courtesy to me and at no cost they would supply the customer with replacement boards for the two boards in question as well as the stair tread that the customer had previously replaced. 7) I called the customer 10/8/14 to notify him of the news from the current supplier. 8) I reviewed with the customer our one-year labor warranty and asked if he was handy (as I had seen the stair treads had been replaced on his current deck). He said no, and that he would have to pay someone to replace the boards.9) As a courtesy I offered to contact my foreman to get a labor quote for him to replace the boards for the customer (with no company profit/commission) in order to keep the costs down.10)The customer told me he was NOT paying. I again reviewed the, one-year workmanship warranty with him, but he said again that ho was NOT paying and then the THREATS started.11 )The customer said that “In todays age, with the internet,,. I am calling the Revdex.com and so on.”12)The customer called again ten minutes later and threatened with toiling the “150" realtors that he was getting ready to meet with about the problems with our company.13) Within the next few hours, he called again threatening that he had ALL DAY to sit in front of the computer and slam my company.Now, I am not sure of the mental state of the customer but I will not succumb to threats. I thought, that after six years (his deck was installed in 2008), the customer would be pleased with the fact that the current supplier is offering the lumber, as well as us offering the labor at cost. Warranties are in place for a reason and if companies were to issue lifetime labor warranties, then people would have to be charged so much more for their original jobs.At this time I prefer not to talk with the customer. He may contact us in writing via mail or email. I am enclosing the warranty from the manufacturer if the customer would like to file a claim, I notified the manufacturer of this issue and they said they would help with the process if the customer does file.Respectfully,