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On Deck Services Inc.

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Reviews On Deck Services Inc.

On Deck Services Inc. Reviews (7)

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

The issues with Mr*** has been taken care of. His balance has been refunded as of 5/26/15.We will call the middle of next month to get approvalto run the credit card again for the amount due.The owner called and personally talked with Mr***about his concerns that the underside did
not get sealed. Mr*** now understand everything and will/shouldtake complaint down very soon

MESSAGE FROM BUSINESS:
Reply to On Deck complaint:
Deck was started on 3/19/14, Industrial sanded on 3/21/14, Which entailed a large floor sander and Dual Action sandersMy Sanding Crew spent approximately man hours sanding.It does not matter how many man hours they used to sandman hours or enough man hours to do it correctly*** the salesman asked me what was on the deck previouslyHe knew about the product and also said the deck would require a total sandingTo totally sand this deck, floor and rails, would most likely take well over hours of sanding There is proof that some areas were not sanded at all We did pay an additional $ to have this sanding process doneMainly due to previous stain being way over applied! After deck was stained customer called stating stain was peelingDeck was inspected and no peeling was foundPeeling and bubbling was found by either Darren or Rocky who are the workers who did the deck initiallymonths of "Deck Over" commercials later customer called stating 90% of deck was peeling (although we have a complete maintenance crew) Four months of what commercial? We waited month and never received a return visit or even a phone call after it was determined that the sealer was peeling and bubblingWe had to make this month contact ourselves since no one from On Deck felt it was necessary to contact us As the Owner and Knowing how difficult this customer was I went out personallyThere was dime sized areas that were peeling primarily under a step that could not be reached with sanders.How could it not be reached by a sander if they were supposed to be using hand sanders as part of the process.They were not “under” a step, but at the base of a step I personally pointed out a number of places that were peeling along with this step area And the repair work, if that is what you want to call it, was nothing more than globs on stain put on that area so thick that he did not even put it in between the boardsCustomers Main Compliant was cracks in the boardsI explained that a deck stain is not a filler and would not fill cracks no matter how much stain was appliedPeeling areas were corrected and gallons of stain were provided at husbands request (at a cost of $that I did not charge). No one requested that they leave us any stain whatsoeverWe told *** Stoddard that we were supposed to have been left some stain for touch up when it was initially done and never received it .Stain for touch up was asked for the day it was appliedThe office said they would send some out when a crew was in the areaAbout a week later, on a Saturday, an “On Deck” truck was in our neighborhood but did not leave any touch up stain*** Stoddard left two gallons of stain on his own accordMaybe he knew the job was so below parHe told us he has never seen a deck fade this soon
Customer then pressure washed deckIf MrStoddard read our complaint, he would know that we did not pressure wash the deck everAbout a week after he came, we washed it by hand with soapy water and a sponge mop followed by a rinsing with the garden hose.Not exactly what you would call a pressure wash *** told my husband tht we could pressure wash it so long as we used a minimal amount of pressureAlthough deck did not seem dirty which voids our warranteeThis just goes to show how well he inspected the deckJust where in the warrantee does it state that you cannot ever pressure wash your deckI have read it and sure can’t find itTheir guarantee states: We stand behind every deck that we restore with a one year unlimited guarantee. We proudly offer the best no fade warranty in the businessNo mention has been made about how the original deck stain did not match what we selected*** Stoddard told my husband that the color does not match his chartYet the color he brought along and left did match the chart and of course does not match the color on the deck He said it was fading, but they offer the best no fade warranty in the businessThis is a large deck that really cleaned up well considering how badly it was peeling; it looks very nice. One conversation that took place with my husband was on “speaker phone” although no one announced that he was on speaker phoneIt seems like On Deck was trying to get my husband to say something that they could intimidate us withIn separate conversations with *** Stoddard he was very combative in natureWhile on the deck with the customer he tried to evade any and all questions by changing the subject to race car drivers he knows and plays golf with in North CarolinaBy this time, we felt we would give him a chance to make the deck job right and if not, then we would contact the Revdex.comNeedless to say, no resolution has been reached
In my opinion this customer will not be happy until someone way over applies a coatingThis will lead to the same problem we correctedI will not do something counter productive even if it is what the customer thinks they want
Respectfully,
*** Stoddard
(on deck)
*** and *** ***

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
---------------------------------------------
Customer pressure washed the deck, this is like someone sanding down the paint on their car and then complaining that the paint looks sanded.
Response: AGAIN, as previously stated, we DID NOT pressure wash the deck. We used a soapy solution, a sponge mop and a garden hose to rinse. I don't think this
constitutes pressuring washing.

Storm Stain is clearly labled " Self Priming "
Response: I have made a copy of the label from the can of Storm Stain that Mr. Stoddard left at our house. It clearly states: Priming decks with Category 5 Quick Dry Oil Primer 52344 is recommended before applying this product. Nowhere on the label does it indicate that this product is self-priming. (Photocopy of label will be sent under separate cover)

Storm Stains "Contains a rust inhibitor for Nails"
Response: If indeed it does have a rust inhibitor then why do we have rust marks where the nails are.

No other deck company wants to try to make a customer happy when they are unrealalistic in their expectations.
Response: We do not feel that we are unrealistic in our expectations. We only expect to receive the service and job that we paid for. How can we be unrealistic in our expectations when it is proven that the deck resurfacing job is nowhere near what we paid for. Again, OnDeck Services guarantee states: "We stand behind every deck that we restore with a one year unlimited guarantee. We proudly offer the best no fade warrenty in the business.

This is a large deck and over all apperance is great. Any damage to this deck was self inficted by customer.
Response: Yes, the deck is large and [redacted] the sales rep. was certainly aware of the size when he came out and gave us the bid. How can OnDeck Services feel that any damage was self inflicted when they were aware of the problems shortly after the job was completed. We have done nothing to effect the deck surface. Mr Stoddard has yet to answer our concerns as evidenced by the fact that he continues to say that we pressure washed the deck. He seems to fail to even read what we have sent in and the fact that we are only asking for him to stand behind his written guarantee.

September 29, 2014
Revdex.com
[redacted]
Per your most recent request, enclosed are photos of our deck. We have not been able to get anyone from another decking company to come out. We contacted 3 separate companies
[redacted])
and once we explained the situation to them, 2 of the 3 said they could not help us. We thought we had someone coming out this past Saturday, but he did not show. One of the three, without us indicating who performed the work, asked if it was On Deck Services and another said is the guys first name [redacted]. It does appear that [redacted] Stoddard of On Deck Services is known in the decking business.
Not sure how we proceed from here if we cannot get anyone to come out to look at our deck.
According to "[redacted]" at [redacted], manufacturer of Enduradeck Storm Stain, (1-800­225-1141)( the product applied to our deck), the entire deck would have needed to be sanded, primer applied and then sealed. Since there was a previous product on the deck, which On Deck Services was well aware of, "[redacted]" the salesperson told us it would be need a total sanding and cost us an additional $ [redacted] which we paid. Only part of the deck was sanded and no primer was applied to any surfaces.
We have made notes on the back of the pictures for a reference. Please advise us what our next step needs to be.
Thanks for your time and assistance,
[redacted] and [redacted]

Deck was started on 3/19/14, Industrial sanded on 3/21/14, Which entailed a large floor sander and Dual Action sanders. My Sanding Crew spent approximately 20 man hours sanding. Mainly due to previous stain being way over applied! After deck was stained customer called stating stain was...

peeling. Deck was inspected and no peeling was found. 4 months of "Deck Over" commercials later customer called stating 90% of deck was peeling (although we have a complete maintenance crew) As the Owner and Knowing how difficult this customer was I went out personally. There was 3 dime sized areas that were peeling primarily under a step that could not be reached with sanders. Customers Main Compliant was cracks in the boards. I explained that a deck stain is not a filler and would not fill cracks no matter how much stain was applied. Peeling areas were corrected and 2 gallons of stain were provided at husbands request (at a cost of $[redacted]that I did not charge). 
Customer then pressure washed deck. Although deck did not seem dirty which voids our warrantee. This is a large deck that really cleaned up well considering how badly it was peeling; it looks very nice. 
In my opinion this customer will not be happy until someone way over applies a coating. This will lead to the same problem we corrected. I will not do something counter productive even if it is what the customer thinks they want.
 
Respectfully,
 
[redacted] Stoddard
(on deck)

1) Customer pressure washed the deck, this is like someone sanding down the paint on their car and then complaining that the paint looks sanded.
 2) Storm Stain is clearly labled " Self Priming "
 3) Storm Stains "Contains a rust inhibitor for Nails"
 4) No other deck company wants to try to make a customer happy when they are unrealalistic in their expectations.
 5) This is a large deck and over all apperance is great. Any damage to this deck was self inficted by customer.
 6) Therefore, I will no longer do any more work for this customer.

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Address: 8263 Kyles Station Rd, Liberty Twp, Ohio, United States, 45044-9573

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