Upon inspection of the deck in question the issue of the small pin holes could have simply been corrected by buffing the small areas and applying a color matching fillerThis approach would be the industry standard corrective solution and could be completed by any semi skilled helper in a timely
mannerHaving completed projects for said customer and knowing they are very particular, we felt a different approach was a better alternative for both partiesInstead of a repair of the post wraps, we chose to replace them with new productThis requires more skill and time, so scheduling was a little more restrictiveThrough prior inspection it was determined the issue was purely cosmetic and not a structural nor emergency issue. The morning the work was being performed, the customer met with the crew and Dave the foreman explained they would be replacing the post wraps with newThis was agreed on and work on the railing beganApproxhour later said customer came out and inquired on how the work was being performed in more detailThe foreman explained he would loosen the rail styles and remove the wraps and replace themAt that time, he asked why the top rail wasn't being removedIt was not necessary to complete the workThe said customer became upset that he would not be receiving a new top railThere was nothing wrong with it and the foreman assured him that he would be pleased once the work was completeWith that said customer went into the house and shortly after the workers could hear loud yelling and vulgar languageAt this time the foreman's helper stated his concern of his safety as you could tell the yelling at a high volume was directed towards the workers making it a hostile situationWhen the yelling stopped the foreman received a call from the office to inform him he should leave due to the angry phone call received from the customer and a potential confrontation that would not solve any problems (thinking possibly in a few days a cooler head would prevail) The rail was 1/removed when this occurred and the foreman got off the phone with the office and the customer immediately came out and sternly told the crew they were leaving and said sarcastically "I guess you are going to leave my rail in pieces?" The foreman explained that for the safety of his child and others he would install the new wraps and re secure the rail that was disassembled as long as the customer would refrain from anymore confrontationAt this time is is very difficult to subject any worker to this blatant harassment as we know for fact that this has occurred with other contractorsWe sent out our most seasoned carpenter with years experience in all phases of remodeling including but certainly not limited to trim carpentryHis experience, quality control and customer care skills are top notch and he was belittled and nervous of a possible physical confrontationThat said he does not feel comfortable returning to be ridiculed for trying to satisfy a customer that is indeed never going to be satisfied. We could have just buffed and filled the microscopic holes but we decided to replace all post wraps to the tune of $2,in materials plus laborThe customer probably wishes he wouldn't have been so rude and nasty as only one portion of railing was replaced and the rest are stayingIf anyone would like to call our office, we wold be happy to answer any questions that you have regarding this
We have been working with Mr*** and an Azek representative is currently assisting him with getting the product he needs for his deckAs far as the deck issues, Mr*** is correct as we have been out multiple times to address the joist issueWhen building a deck, we intentionally install the
joist crowned up due to minimal differences in the dimensional lumberGravity takes its course and they become level over timeThis was done on this deck in accordance to national standard practice There isn't anything we can do about that and it is well within industry standardsWe would have to take down every deck to alleviate a higher crown joistSince Mr***'s deck is only 4' off the ground, the issue is at eye level when viewed and he notices it moreBut it is very minimal. At this time, there is nothing further we can do for Mr*** and as stated earlier, Azek is currently working with him on the fading issue. Respectfully, Affordable Decks & Additions, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** To once again address the concerns, there are two:Jeff sold us this product based on the idea that Azek has a lifetime warranty which included things such as splitting and fadingHowever, upon contacting Azek to make a claim, they told me this is not true for products sold before 1/1/Obviously, this was a major reason why we selected the productYes, we have been contacted by an Azek rep, but that does not change the fact that the product was sold with the idea that it had a lifetime warranty on these types of issues, which it does notThe joists on a deck are supposed to rest on the cross beamThis is not the case, but instead, Jeff and his crew left approximately to inch between the twoThis has allowed for movement, and also led to his crew shimming these areas - which should never happen on a new deckI have had two other contractors look at the deck, who both agreeI have allowed them to attempt to fix the deck on multiple occasions, trying to resolve the issue, without any luck.I am standing by my initial request for a remedyThank you.*** ***
In response to the latest communication. As a Revdex.com member for over years with a AAA rating, we would like to request an on site arbitration meeting in order to protect our reputation. 1.) Mr*** was given all Azek literature at the initial meetingAzek was and still is the best decking on the market. 2.) I would be happy to meet the other contractorsIn my opinion, I do not believe they would agree to thatI have been doing this over years and it is to be expected and well within industry standardsThat's why I know another reputable contractor would not agree to that as it is well within industry standards. We would like to schedule this meeting as soon as possible. Respectfully, Affordable Decks & Additions, Inc
September 10, 2015 This is our response to this complaint #[redacted]: In order to fully understand what Mrs. [redacted] is complaining about would be to see the photos of her deck in question. Since those viewing may or may not see the photos she sent in we can try to give a brief description. The...
[redacted]'s are selling their house. The wooden deck has been neglected for many many years. Never had a sealer or stain put on it. The deck photos show severe mold on the railing posts, etc. The other photos of boards they wanted replaced showed that someone had tried unsuccessfully to power wash the deck. Those photos show that an incorrect tip on the pressure wand was used and the zig zag pattern marks on the boards are from that failure in pressure washing. Additionally a product called [redacted] was then applied and hence the deck's appearance. This is not a product we recommend. We have visited the deck once before a few years back and she was informed by our production manager that the deck needed maintenance attention. We do not or have we ever offered a lifetime warranty on a wood deck. As noted in this situation, the deck was never cared for and we would go out of business if we were to be responsible for lack of maintenance on wooden decks. As far as the communication with the office. Mrs. [redacted] did call our office and she was told those explanations. There are certain life events that do happen, some planned and some unfortunately not. Yes, there was a wedding and a motor cycle accident. And yes, one of our long time employees did die unexpectedly. Ridiculous excuses???? We think not and I am sure whomever reading this reply would agree. Honest, mostly tragic answers, not excuses. She is also correct that she was told it wasn't life threatening nor would it ever be. What she left out that she was emailed back on Monday August 17 @ 3:01 pm (attached) addressing her concerns, warranty information, the photos that were sent to our suppliers, theirs and our feedback as to what the problem was. Clearly: mold, neglect to preserve the wood and failed maintenance. She filed the claim August 17, @ 5:50:02pm. She was indeed contacted via email as she hung up on the 14th saying she would be calling all of the radio stations if she didn't get a call back that night. Furthermore, it is ridiculous to think her deck will fall or anyone will fall off of it. There is nothing structurally wrong with the deck nor did the materials fail due to a result of our materials and workmanship. The negligence is solely on the homeowner. In closing, our production manager did visit her deck on August 29th. He identified the same concerns as the prior visit and the severe mold. Mrs. [redacted] understood. He did replace a few post caps where the mold was very bad in order to save face and as a kind courtesy. It is our goal to make our customers happy. We are indeed a very professional company and have been for 30 plus years. We cannot be held responsible for customers lack of maintenance on their wooden decks. We highly recommend they do so. If any further information is needed, please contact us directly @ ###-###-####. Respectfully, Jeff V[redacted] Owner Affordable Decks & Additions, Inc.
We are currently working with Mr. [redacted] in addressing this issue. We will be replacing and/or adding a support post upon inspection set for 6/25/16. We are assured there isn't a safety issue and this will be corrected within the week as we have a crew currently working in his...
area. Respectfully, Affordable Decks & Additions, Inc.
Upon inspection of the deck in question the issue of the small pin holes could have simply been corrected by buffing the small areas and applying a color matching fillerThis approach would be the industry standard corrective solution and could be completed by any semi skilled helper in a timely
mannerHaving completed projects for said customer and knowing they are very particular, we felt a different approach was a better alternative for both partiesInstead of a repair of the post wraps, we chose to replace them with new productThis requires more skill and time, so scheduling was a little more restrictiveThrough prior inspection it was determined the issue was purely cosmetic and not a structural nor emergency issue. The morning the work was being performed, the customer met with the crew and Dave the foreman explained they would be replacing the post wraps with newThis was agreed on and work on the railing beganApproxhour later said customer came out and inquired on how the work was being performed in more detailThe foreman explained he would loosen the rail styles and remove the wraps and replace themAt that time, he asked why the top rail wasn't being removedIt was not necessary to complete the workThe said customer became upset that he would not be receiving a new top railThere was nothing wrong with it and the foreman assured him that he would be pleased once the work was completeWith that said customer went into the house and shortly after the workers could hear loud yelling and vulgar languageAt this time the foreman's helper stated his concern of his safety as you could tell the yelling at a high volume was directed towards the workers making it a hostile situationWhen the yelling stopped the foreman received a call from the office to inform him he should leave due to the angry phone call received from the customer and a potential confrontation that would not solve any problems (thinking possibly in a few days a cooler head would prevail) The rail was 1/removed when this occurred and the foreman got off the phone with the office and the customer immediately came out and sternly told the crew they were leaving and said sarcastically "I guess you are going to leave my rail in pieces?" The foreman explained that for the safety of his child and others he would install the new wraps and re secure the rail that was disassembled as long as the customer would refrain from anymore confrontationAt this time is is very difficult to subject any worker to this blatant harassment as we know for fact that this has occurred with other contractorsWe sent out our most seasoned carpenter with years experience in all phases of remodeling including but certainly not limited to trim carpentryHis experience, quality control and customer care skills are top notch and he was belittled and nervous of a possible physical confrontationThat said he does not feel comfortable returning to be ridiculed for trying to satisfy a customer that is indeed never going to be satisfied. We could have just buffed and filled the microscopic holes but we decided to replace all post wraps to the tune of $2,in materials plus laborThe customer probably wishes he wouldn't have been so rude and nasty as only one portion of railing was replaced and the rest are stayingIf anyone would like to call our office, we wold be happy to answer any questions that you have regarding this
We have been working with Mr*** and an Azek representative is currently assisting him with getting the product he needs for his deckAs far as the deck issues, Mr*** is correct as we have been out multiple times to address the joist issueWhen building a deck, we intentionally install the
joist crowned up due to minimal differences in the dimensional lumberGravity takes its course and they become level over timeThis was done on this deck in accordance to national standard practice There isn't anything we can do about that and it is well within industry standardsWe would have to take down every deck to alleviate a higher crown joistSince Mr***'s deck is only 4' off the ground, the issue is at eye level when viewed and he notices it moreBut it is very minimal. At this time, there is nothing further we can do for Mr*** and as stated earlier, Azek is currently working with him on the fading issue. Respectfully, Affordable Decks & Additions, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** To once again address the concerns, there are two:Jeff sold us this product based on the idea that Azek has a lifetime warranty which included things such as splitting and fadingHowever, upon contacting Azek to make a claim, they told me this is not true for products sold before 1/1/Obviously, this was a major reason why we selected the productYes, we have been contacted by an Azek rep, but that does not change the fact that the product was sold with the idea that it had a lifetime warranty on these types of issues, which it does notThe joists on a deck are supposed to rest on the cross beamThis is not the case, but instead, Jeff and his crew left approximately to inch between the twoThis has allowed for movement, and also led to his crew shimming these areas - which should never happen on a new deckI have had two other contractors look at the deck, who both agreeI have allowed them to attempt to fix the deck on multiple occasions, trying to resolve the issue, without any luck.I am standing by my initial request for a remedyThank you.*** ***
In response to the latest communication. As a Revdex.com member for over years with a AAA rating, we would like to request an on site arbitration meeting in order to protect our reputation. 1.) Mr*** was given all Azek literature at the initial meetingAzek was and still is the best decking on the market. 2.) I would be happy to meet the other contractorsIn my opinion, I do not believe they would agree to thatI have been doing this over years and it is to be expected and well within industry standardsThat's why I know another reputable contractor would not agree to that as it is well within industry standards. We would like to schedule this meeting as soon as possible. Respectfully, Affordable Decks & Additions, Inc
September 10, 2015 This is our response to this complaint #[redacted]: In order to fully understand what Mrs. [redacted] is complaining about would be to see the photos of her deck in question. Since those viewing may or may not see the photos she sent in we can try to give a brief description. The...
[redacted]'s are selling their house. The wooden deck has been neglected for many many years. Never had a sealer or stain put on it. The deck photos show severe mold on the railing posts, etc. The other photos of boards they wanted replaced showed that someone had tried unsuccessfully to power wash the deck. Those photos show that an incorrect tip on the pressure wand was used and the zig zag pattern marks on the boards are from that failure in pressure washing. Additionally a product called [redacted] was then applied and hence the deck's appearance. This is not a product we recommend. We have visited the deck once before a few years back and she was informed by our production manager that the deck needed maintenance attention. We do not or have we ever offered a lifetime warranty on a wood deck. As noted in this situation, the deck was never cared for and we would go out of business if we were to be responsible for lack of maintenance on wooden decks. As far as the communication with the office. Mrs. [redacted] did call our office and she was told those explanations. There are certain life events that do happen, some planned and some unfortunately not. Yes, there was a wedding and a motor cycle accident. And yes, one of our long time employees did die unexpectedly. Ridiculous excuses???? We think not and I am sure whomever reading this reply would agree. Honest, mostly tragic answers, not excuses. She is also correct that she was told it wasn't life threatening nor would it ever be. What she left out that she was emailed back on Monday August 17 @ 3:01 pm (attached) addressing her concerns, warranty information, the photos that were sent to our suppliers, theirs and our feedback as to what the problem was. Clearly: mold, neglect to preserve the wood and failed maintenance. She filed the claim August 17, @ 5:50:02pm. She was indeed contacted via email as she hung up on the 14th saying she would be calling all of the radio stations if she didn't get a call back that night. Furthermore, it is ridiculous to think her deck will fall or anyone will fall off of it. There is nothing structurally wrong with the deck nor did the materials fail due to a result of our materials and workmanship. The negligence is solely on the homeowner. In closing, our production manager did visit her deck on August 29th. He identified the same concerns as the prior visit and the severe mold. Mrs. [redacted] understood. He did replace a few post caps where the mold was very bad in order to save face and as a kind courtesy. It is our goal to make our customers happy. We are indeed a very professional company and have been for 30 plus years. We cannot be held responsible for customers lack of maintenance on their wooden decks. We highly recommend they do so. If any further information is needed, please contact us directly @ ###-###-####. Respectfully, Jeff V[redacted] Owner Affordable Decks & Additions, Inc.
We are currently working with Mr. [redacted] in addressing this issue. We will be replacing and/or adding a support post upon inspection set for 6/25/16. We are assured there isn't a safety issue and this will be corrected within the week as we have a crew currently working in his...
area. Respectfully, Affordable Decks & Additions, Inc.