National Home Improvement of Virginia

Thank you for the opportunity to respond to this complaintI have been aware of the situation and visited her deck within days of the deck staining and helped my staff trouble shoot [redacted] concerns to provide a solution she would be happy with We do our best to educate and provide our customers with all their options so they can make the best decisions to fit their needs and budget We are limited to a few options in what we can do to a deck: We can strip it to remove any previous semi transparent stains, we can wash it- to remove mold and mildew and dirt, sand- smooth out the wood remove old dead wood and leave a better lasting finish, apply a seal clear will show all imperfections and color it lasts for a year, apply a semi transparent stain- has a color but will show some imperfections through the stain as it is meant to see the grain of wood and a solid stain covers all imperfects acts like a solid paint for the deck Replace rotten, warped damaged deck boards We offer all of these services As I said, I went to her home days after the staining was completedThere were lighter areas and darker areas as the previous stain was showing through the freshly applied semi transparent stain While we did sand the deck which makes the deck smoother, the only way to remove pre existing stain is to strip the deckStripping was not ordered by the customerThe only way to cover previous applied stain is by applying a solid deck paint (stain) The stain she selected, is a semi transparent penetrating stainWe cannot apply more stain on top of freshly applied stain as it will have no where to go and will puddle on the deck surfaceI offered to return at no charge and apply another coat of stain after a few months once the stain has penetrated the woodThis would darken the stain we applied and be less of a contrast Her issue with that was that she did not like the color and did not want to spend extra money, however she said she would have had us apply a solid color stain had she been given that optionThen, I offered another solution which was to apply a solid color after a few months to the deck, then she could select the color of her choiceWe would not charge her to do the work all over again (which is what it would take) but only the difference between the semi transparent stain (which she paid) and the solid stain $ I offered that but she was unwilling to pay the difference The job as we were hired to do was started and completed over months ago, but we have not been given the direction from the customer what she would like us to do? She has three options: Do nothing Apply another coat of semi transparent stain (free) Redo all the work previously done and Apply coat of solid stain ( $150) I hope this helps to answer questions and resolve the matter Thank you Steve C [redacted]

---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Mon, Sep 8, at 10:AMSubject: Re: Revdex.com complaintTo: Steve C [redacted] Cc: [redacted] > ***, Thank you for providing all of the requested documents and explanation After careful review I have changed the closure to reflect your offer of resolution which was consistent with your posted guaranty/warranty; this case will no longer preclude your business from accreditation I have copied Frank Willy on this email as I understand your request to become an accredited business again is what prompted this review Should you have any further questions regarding this matter please feel free to contact me Best, On Tue, Aug 26, at 4:PM, Steve C [redacted] wrote: [redacted] ***, Please see attached documents you requested, and please let me know if you have any additional questions, thank you for your help Deck Restoration GuruSTEVE C [redacted] Founder [redacted] ____________________________________ POBOX738|Bristow,Virginia website|vCard|email "Many things in business are negotiable, SERVICE is not one of them" ---------- Forwarded message ---------- From: Steve C [redacted] Date: Tue, Aug 26, at 3:PM Subject: Revdex.com complaint To: Steve C [redacted] ***,I am in receipt of your concerns regarding the "unresolved" complaint herewith Please provide me the warranty information presented to the consumer, invoices previously provided to the consumer, and an explanation as why the consumer states that yearly maintenance was not necessary due to the fact that there was not a complete year between the first application and the second application, or the second application and the filing of this complaint.After review of the above items I will re-consider the "unresolved" closure.Thank you, [redacted] Operations Director

[redacted] Thank you for the opportunity to resolve [redacted] concernsWe offer a year prorated warranty on our stains because every deck is different, they are different ages, different amounts of previous care, different types of wood and quality of wood, they receive different amounts of sun and shade, different amounts of wear some have previous treatments and stain, others do notEach of these factors and others play a huge factor in how a stain will last on a deckOur warranty policy is made clear to every customer prior to work commenciing and is reminded to them annually: They need an annual deck wash to remove mold and algae growth from eating into a deck stain First Yecustomer wants a recoat for what ever reason, the first year they pay 33% of deck stain cost Second Year- they pay 66% of the cost of the stain Third year- they pay for the entire service again 92% of our customers are very happy with stain appearance and durabilityThe remaining people either dont want to pay for annual maintenance or didnt read prorated before warrantyOur warranty is very honest, it is no hassle and straight forwardWe honor this warranty with [redacted] , he doesnt like the answer, he doesnt want to pay for our service at all, which isnt reasonable, he was pleased with our application over a year ago The assessor that came out to his house did not know the backgroud on his job, the office did and gave him his prorated rate [redacted] kept calling and harrassing my office staff and so the manager decided we couldnt do the workI stand behind our warranty and the technician who did excellent work for my company for years and has since left to start his own businessI stand behind our warrenty and offer the same deal to [redacted] again, my only request is that he treats my staff with the same respect he would want himselfThank you again for the opportunityHappy decking, ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because it is absolute nonsenseThe response is beyond incomplete, it is a lie They didnt even inspect the deck, despite having claimed to do so multiple timesThey lied at one point and claimed they inspected it, but I have a 2nd floor deck inside of a locked gated fence, so they physically could not inspect it without my letting them inSo this claim og algae or mold or whatnot is just something they made upAdditionally, and I told them this several times but they would rather ignore it and keep using their same blanket reaponse paragraph, I NEVER had a chance to have it washed or cleaned at the one year mark because, again and please note this, they stain was already gone well befofe the one year markIt was already goneThere was nothing tl wash/clean Providing an awful service and then then asking me to pay for it AGAIN, discounted or not, in insaneTheir salesmen tell you different info about their warranty then their paperwork, because nobody would agree to pay for such a bad service again after about months when the stain came off Mr C [redacted] can hide behind whatever he wants to, or whatever helps him feel better about his businessBut they are lying about algae or mold or whatever I caught his company in numerous lies about inspecting the deck, and all they would do is waffle on the phone and only then agree to come out and look at it Its as if they dont want to deal with anu actual issues regarding quality ot worksmanshipThey'll just cut and paste that same paragraph he just pasted there Its borderline deceptive business practices and I may take them to small claims if I have toI feel so ripped off Regards, [redacted]

From: Steve C [redacted] Date: Wed, May 13, at 2:PMSubject: Re: complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] ,I am a response to the above complaint from [redacted] : We were hired by the customer last fall to wash and stain their deckLast fall we washed it but the weather got unexpectedly cold so we were unable to stain the deck until early springHis deck is partial wood and partial compositeThe customer insisted that we come out on a particular day so we arrived, we prepared the deck and stained it to the customers color specificationsWhile staining the deck,it started to drizzle, the drizzle turned to rain for a few days then it snowedThe tape and paper was left on the deck as we were anticipating better weather to finishBecause the better weather didn't come in a reasonable time the tape stuck to the deck leaving a residueFurther, the customer did not like the color he selectedSince receiving correspondence from you we have, at our own expense, restained the deck with a darker colorThe tech missed a post and needs to go out to touch this upOnce this is done we need to go out and remove the sticky mastic on the deckI regret the time this has taken to be completed, we should have trusted and followed our own processes and procedure as we would not have stained the deck the first day and would have avoided many of the subsequent problemsCurrently we are actively working around the weather to finish this projectPlease let me know if you have any questions.Respectfully,Steve

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not want a free maintenance wash in the future from this company My experience was one that I do not want to relive so I will not be using this company for years to come The customer service problems still continue a month after the work was completed so I haven't seen any improvement in this area I'd rather just have the remainder of the amount requested (100.00) in [redacted] gift cards because I have been final billed from the company alreadyMrC [redacted] , You said "I am generally very prompt in responding to customer email concerns, which is rare that I get them" How do you rationalize not contacting me in the last days? The only response I have received from you prior to the complaint to the Revdex.com was on 08/21/in which you said you were out of the office and would discuss my document with Beth and contact me You said it best "...terrible communication is a grave issue There is no excuse and it undermines the work that the office does in setting up the jobs as well as makes the company look inconsiderate and irresponsible" The terrible communication is at all levels in your company, including yourself.I cannot believe that you have so few notes regarding my complaints I have documented my experience so you see how many times I have called the company I was told numerous times the work would be completed and it wasn't I had to wait weeks when the e-mail it would be days I was told on different weekends the work would be completed - one of them was the worker wasn't told, the second time the worker just didn't show up You said in your response "Had we known of your dissatisfaction from the beginning we could have addressed it from the outset, but we didn't have that opportunity", so calling the company a week after the day e-mail would have started the first part of my dissatisfaction You should have known I was in que as long as I was and you should have known from my numerous contacts with Beth and Erika that I was dissatisfied with the service being given My experience was documented because it was so unbelievably poor It was not to nitpick as you call it It was not to get a discount in the end I was expecting the job to be performed in a timely manner and smoothly and pay the amount on the invoice In case you have forgotten, I was referred to you company from my neighbor so I was expecting the same experience she had "In addition you were not charged for the stain on the front deckAfter your first call of complaint that the job was not done over the weekend and that the technician "missed" the front deck, the technician showed up the next day and did that work which was not included on your invoice for FREE" I would like to respond I was having your company take care of the ENTIRE exterior of my house - pressure washing townhouse, fence, front and back steps, front landing, and deck then then to sand and stain the fence, front and back steps, front landing, and deck When the work was initially done, only the back was taken care of The entire front portion was missed - IT WAS LEFT OFF THE WORK ORDER so to say it was done for free is not the truth If I had been called and asked if there was something that could have been done for free, I would have had the front storage box pressure washed as it was the only thing that I did not have done.As far as the claim you made of extortion, it comes across as disrespectful and unprofessional My e-mail to Beth on 08/16/came after Greg didn't show up on Saturday 8/16/because he didn't show up at all at my house to take care of the work - I was to be the 1st job of the day To quote a portion of the e-mail "As the office manager, I need to you to fix these communication issues in the company because this is a VERY HORRIBLE EXPERIENCE and will be shared on [redacted] ***" My experience was posted on [redacted] to warn other of my experience and to proceed with caution before contacting your company There was no possibility your company was going to be receiving a good review from me! In the same 8/16/e-mail in a new paragraph (meaning a different thought) I said, "As a customer, I would like to have a $discount on the remaining balance as a courtesy for the aggravation endured After all I have been in que since July 29th so this day window has been a week window" The request was made based on poor customer service and failing to meet the Value Guarantee promise on your website In fact, the company response on my review on [redacted] even confirmed there were known issues: "Some of his issues were spot on with issues we have been working through...." I ended up closing my [redacted] complaint because I didn't want the chance to have my review removed should a response be received to the complain I do know your company was listed in the [redacted] Penalty box on 09/19/for several days for not responding to other people's complaints I have made numerous e-mail attempts since the work was completed to discuss my experience with you directly You simply do not respond to these requests The biggest flaw in your company is the communication If you can fix the communication issues, you will made tremendous improvements in other's experience I will admit the finished product does look great Unfortunately, the experience to get to the finished product needs lots of work Regards, [redacted]

From: Steve C [redacted] Date: Thu, Nov 5, at 3:PMSubject: [redacted] compaintTo: [redacted] < [redacted] @myRevdex.com.org> [redacted] , Thank you for your note from Mr [redacted] I regret we did not see it until your fax todayI according to our records, ** [redacted] was upset that his deck stain was taking to longThat wasn't the case, we had been in regular communication with himHis work was completed In late august/ early SeptemberWe agreed that we would discount him an amount from his final amount dueAgain I'm sorry we did not receive your notice until today, please let me know if I can be of more assistance.Respectfully Deck Restoration Guru STEVE C [redacted] Founder [redacted]

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 I do wish to have it on record that the resolution cited, having a gallon of stain delivered to me so that I can finish the job myself, in no way means that I endorse the shoddy workmanship of this company I just want them and this to go away Thank you for your help in this matter Even after I sent them pictures of their work, they would not return my calls I am sure if you had not interceded on my behalf, this never would have been resolved Thanks again! Regards, [redacted]

Would never use this company again! My deck is now discolored and I will have to hire another company to fix their mess Their solution was for me to spend another $to apply a stain to fix their work