Nouveau Designs Planet Earth

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below In response to Ikeco's comments, the representative from [redacted] told us it was not the product that caused the problem but the application of the product and the only way the problem could be corrected was by covering the problem with a solid stain which us what we ended up doing Ikeco washed their hands and we had no other alternative but to finish the job ourselves Attached are pictures of how the deck looked after Ikeco finished staining it I think the pictures speak for themselves It was more than just a few boards Regards, [redacted]

Complaint ID# [redacted]I met with Mr. [redacted] at [redacted] on April 27th 2017 to give him a quote for staining his newly constructed deck.At this meeting I explained to Mr. [redacted] the product that I use, which is Superdeck by [redacted] products, is one of only a few oil based...

products on the market today.I also explained my process which is also what the manufacturer recommends. That process entails first using a cleaner to wash the deck to remove mill glaze and any other debris such as mold and dirt. The cleaner that I use is also from the same manufacturer, so as to have continuity of the process and product.After the deck has been washed it must dry and stay dry for the manufacturers recommended 48 hours prior to staining. This means no rain during that time period and also to limit the use of the deck to prevent any soiling.After explaining my process and negotiating the price of $900.00 with Mr. [redacted], he needed to choose a color from the manufacturer’s color samples. He chose Canyon Brown.Within the next month I returned to the [redacted] residence with a helper to wash and clean his deck per the manufacturer’s guidelines. Once it was cleaned, I reiterated the need for the deck to dry and stay dry for the manufacturer’s recommended 48 hours and to limit the use until the stain was applied.Due to the very rainy spring we had in Western New York this past year it was difficult to complete projects of this nature due to the need for 48 hours of dryness after rain.On the morning of July 18th I arrived at the [redacted] residence with three men to complete the process of staining his deck. I knew from my experience that his deck would need somewhere between 2 and 3 gallons of stain. I opened 3 gallons of stain and poured them into a five gallon bucket to mix them all together. After they were all mixed I poured them back into the individual gallons so each person could have one. I then directed them where each should start so as to complete the project in a workman like manor.Once we were completed with the staining, Mr. [redacted] asked if I had any extra stain that I could leave with him. I had approximately 1/2 a gallon left which I poured half of it into one of the empty gallon cans I gave it to him. At that time Mr. [redacted] was satisfied and paid me the agreed upon $900.00.Two days later on Thursday July 20th Mr. [redacted] called me and stated there was a problem. I asked him what the problem was and he said a few of the boards are darker than the rest. I told him I was going past Derby over the weekend and that I would stop at his house on either Friday afternoon or Sunday afternoon on my return trip to Buffalo.On Sunday afternoon I met with Mr. [redacted] to view the situation. He was very aggressive, questioning the name of my business and the address. When I told him my business name was Ikeco and the address was [redacted], he stated to me you don’t live in a P.O. Box. I then provided him with a business card. He also stated he had taken all kinds of photos of his deck, even from his roof top and had contacted other outside sources so as to threaten me with them.I found this to be very strange since I had just completed the staining 5 days earlier and was viewing it for the very first time.In trying to calm Mr. [redacted] down, I explained to him that I was in business for over 30 years without any complaints and I was there because I care about my customers.In viewing the deck, a few boards did look a little darker than the rest. I explained to Mr. [redacted] that not every board is going to accept the stain the same way and  therefore there is going to be some color differences. He was very unreceptive to this explanation.At that point I told him I would reach out to the manufacturer of the stain to see if there were any issues with their product and with this batch in particular. Once again he was very negative to this response and even stated that the manufacturer is going to do nothing like every other manufacturer. I explained to Mr. [redacted] that this was my only course of action to try to rectify this situation.Upon returning to Buffalo that evening and knowing of this difficult situation, I pulled all the cans used in staining from the trash before they were discarded. Monday morning at 8:30 AM I contacted [redacted] Company (the manufacturer) and apprised them of my situation and issue. They asked me to look at the cans and retrieve the batch numbers so they could check and see if there were any issues with those numbers. At that time they issued me a complaint file number. I told them I would record the numbers and call them back. Upon completing my phone conversation with the manufacturer I called Mr. [redacted] and explained to him that I talked with the manufacturer and they need the batch numbers and they would check into this issue. Mr. [redacted] gave me the batch number from the can in his possession and I recorded it with the numbers of the cans I had in my possession.After having all the batch numbers I called the manufacturer back and they explained to me what these numbers meant. They informed me that all the stain I had and used came from the same plant and even on the same day (January 21st 2016 Kentucky). In looking into their computer files they said there were no other issues filed with that batch number and were comfortable stating that it was not a stain issue but more likely a wood issue.I explained to the rep. on the phone that I had a very disgruntled customer and I was looking for any help in this situation. I asked if there were any local reps that could meet me at the site to view the deck. They told me that they did not have any local reps in this area. I then questioned the rep about other options. Since the deck was just freshly stained could I possibly use their stripper and strip the deck and start the process over. They assured me that from their research and the recommended process that I followed that stripping the deck was not necessary and their product would perform well. I continued to explain that I had a very unsatisfied customer and this might be my only option. They explained to me, that if I was to go in that direction that I would have to use their stripper and then their brightener product to neutralize the stripper prior to re-staining. In trying to satisfy the [redacted]’s I felt this was probably my only option.Once again I contacted Mr. [redacted] and explained to him my conversation with the manufacturer and the following option and process of stripping his deck. He was very receptive to this solution. When I arrived on July 24th at his home with the necessary stripper and brightener to rectify the problem, I explained to Mr. [redacted] that I would like to try the process on his smaller section of deck to make sure it would work and the outcome would produce the results he was looking for. He was receptive to my idea knowing that we would have to wait the necessary dry time to see the final results and I would have to return another time to complete the process on the larger deck.I proceeded with applying the stripper and then the neutralizer to the smaller section of his deck per the manufacturer’s instructions. After one application I was not completely satisfied with the results so I repeated the process again and then a third time trying to make sure I was accomplishing the goal of removing all the stain and satisfying my customer. After the third application of which Mr. [redacted] was aware of because he was present during this entire process, he stated it looked like the original unstained wood deck. At that time I told him I would like to see what it looked like when it was completely dried. He said he would take pictures of the deck with his cell phone and forward them to me, which he did and the deck looked like the original unstained wood Since he was satisfied with the results of the little section of deck I returned with another man on July 28th to strip and neutralize the larger section of his deck. This time I also brought the empty cans from the stain I used on his deck the day of the original staining. I showed him that all the batch numbers were the same. As a matter of fact the batch number on one of the empty cans was one digit off from the can I left him with stain in it. On this same day I also brought the left over stain that I had in my possession from the original staining and also took the can that I left with him. Mr. [redacted] and I agreed to remove one of the balusters and also a skirt board so as to apply the stain that we both had to the unfinished side of the two different pieces of wood, he agreed the color and stain was of like kind. I then took both of these cans of stain and applied a small amount in the corner of the small section of deck which I had stripped earlier in the week. Mr. [redacted] and his wife both stated that the stain was too dark. At that point I realized that it was not the stain or the color which we agreed was the same, but the way this product looked when applied to the flat deck surface. Could it be the wood? I proceeded to strip and neutralize the large section of their deck again not once but twice.After leaving the [redacted] residence that day, I had many mixed emotions about what I just experienced. I was not sure if I would ever be able to satisfy this customer. However while I was on another project I came across a [redacted] rep. I knew that [redacted] had purchased the [redacted] Company in the recent past so I engaged them in conversation. The rep took my name and phone number and told me she would have her boss call me. Upon being contacted I explained my situation to this rep and he agreed to help me. He agreed to meet with Mr. [redacted] and provide him with enough material of his choice to complete his deck surface. He wanted to make sure that Mr. [redacted] understood that he would in no way be held responsible for any other part.After having this conversation with the [redacted] rep. I called Mr. [redacted] and explained to him what was happening and that the rep was willing to meet with him. During this conversation Mr. [redacted] stated that he was out looking at other stains from different manufacturers and thought he had found one that was similar in color. He also said he was even thinking about a solid stain. Solid stains hide all the wood grain and are non transparent. Also during this conversation Mr. [redacted] thanked me for all my input and concern and stated that if I would supply him with the necessary stain product (3 gallons) that he would apply it himself. I relayed all this information to the [redacted] rep. prior to his meeting with Mr. [redacted].The [redacted] rep met with Mr. [redacted] on August 31st and offered him 3 gallons of stain of his choice. All he needed to do was come to the [redacted] store and make his choice. Mr. [redacted] went to the store, made his choice, and applied the product himself. I then received a call from Mrs. [redacted] stating that she was unhappy and her deck looked terrible. I’m not sure how the [redacted]’s feel I should now be responsible for something they chose and applied themselves.In closing, I have been a member of the Revdex.com for well over 20 years without any complaints. The monies paid for this project do not even cover the cost of materials and labor. I feel I have responded to the [redacted]’s in a timely and professional manner.Thank youStephen [redacted]Ikeco Inc. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to Ikeco's comments, the representative from [redacted] told us it was not the product that caused the problem but the application of the product and the only way the problem could be corrected was by covering the problem with a solid stain which us what we ended up doing.  Ikeco washed their hands and we had no other alternative but to finish the job ourselves.  Attached are pictures of how the deck looked after Ikeco finished staining it.  I think the pictures speak for themselves.  It was more than just a few boards.  
Regards,
[redacted]