Insured Maintenance

Revdex.com [redacted] 6-2016.docHello [redacted],I am responding to the complaint that we received from a [redacted] regarding a deck repair and staining job that we completed for him.I want to start by saying that there were issues with the original staining of the deck on May 5...

that were caused by an un-forecasted down pour that occurred at the home during the final few minute of the job.  The stain that had been laid during the final hour or so of the staining did receive damage and in areas that it had just been applied was washed off of the deck. We of course are more then willing to and of course would always go back to fix any and all complaints. I would also point out that the staining must occur once the wood on the decks are dry to 12% which generally occurs 2 days after any sort of rain depending on humidity, wind, temperature etc.. This did lead to several delays in completing the work as it was a rainy spring.I see that Mr. [redacted] starts his complaint dated May 6, by saying that there was miscommunication or no communication from Keith [redacted], (our lead worker), or myself Jim [redacted], (the operations manager).  I can honestly say that I personally did answer any and all of Mr. [redacted] phone calls and e-mails as quickly as I received them.  I was working at an out of town job in the St. Cloud area and had been for a number of days when [redacted] called me on May 5.  I will admit that I was not “in the loop” as much as I would be if I had been in town and in touch with our office and workers.I did contact Keith and did tell him to complete the work the following day and to remain in contact with Mr. [redacted] on arrival time etc.. for the following day.  I received a call from Mr. [redacted] over that weekend saying that Keith did not come to his house on the 6th and had not called him.  I told [redacted]t that I would make certain that I would send someone from our offices there early in the week, Monday or Tuesday and that we would inspect all issues that he had listed and would make a plan that he could “OK” and would complete all work to his satisfaction as soon after that as weather permitted.The President of our company went to the location in order to inspect the issues on Monday May 9 and I e-mailed [redacted] a list of issues and solutions the following day.Please see that e-mail and Mr. [redacted] reply below:Jim [redacted] May 10    to [redacted]  Hello [redacted],Bruce was to your home yesterday below are his findings.There were areas of stain that were indeed damaged by the unexpected rainfall that occurred as our person was finishing his work. some speckled areas that were fairly dry and some wash out areas where the stain was still wet.We can schedule and apply an additional coat of stain as soon as the weather cooperates with us and it becomes dry again free of charge of course.-----------------He found some over spray on the house but in the ares that he found it appeared to him to be over spray from a previous application as it was a different color and type of stain then we used on your deck. It did not appear to be from this application.  The pictures that he took seem to bear this out.He may have missed something.... If you cannot be there when we schedule our lead to add a coat of stain to the deck it would be helpful if you could mark the areas of the house that you are seeing the over spray on using the blue painters tape. We will be sending Keith and he will inspect all marked areas and will know for sure if it is from this or a different application and can clean anything from this application.-----------------The worker did spray the plant far more then he should have! Bruce said it was pretty much covered.We can have Keith power wash the dirty cement under the sundeck if you feel that would be a fair exchange.  If not we can pay for the bush or plant that was not shielded.Please let me know if you find the above acceptable and we will set up a schedule for the next day that the weather permits the work to be completed.Thank you, Jim [redacted]###-###-####[redacted] L May 10    to me  Thanks Jim,That should work just fine. I did have three concerns. First  this will include cleaning off the deck area from dirt and leaves before they start spraying correct? Number two there were 2 different areas (one on the landing next to the door, the other fairly close the the garage wall) where even though you power washed the deck first to remove old stain some of the old stain was still there, which isn't an issue. The part that concerns me was some of it was still loose and  flaked . So when the new stain was applied there wasn't any that applied to the deck just the flaked old paint that still can "flap in the wind". The third thing is which don't think would be an issue but to clean up afterward. Thanks [redacted]Sent from my LG G2, an AT&T 4G LTE smartphone.---------------We completed all of the above on the next viable day, May 16. Mr. [redacted] did pay the final bill upon his satisfaction with the work on that day.Please call me if you have any questions at all regarding the complaint and my follow up above.Thank you, Jim [redacted]Operations managerInsured Maintenance[redacted]Bloomington MN 55425Office: ###-###-####Cell: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.