Complaints

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a verbal contract with ***** after he came to look at the cement pad that needed sealing, and deck that I wanted him to stain. He said it would be about $200 for the cement pad (I provided the sealant) and $1000 for the deckthat he wanted to do 2 coats on both, and said I needed to get 2 more gallons of stain ahead of time for the deck. So I agreed. ***** did a good job sealing the cement and did 2 coats as agreed. It didn't take him long. His second coat was the day they came to do the deck. He and a young helper were here for 8 hours for the deck; ***** did the front of the railings, stairs and upper posts, and his helper did the inside rail and the floor of the deck with a brush instead of a roller (not sure why but I assumed they knew what they were doing). What I could see from the ground that ***** did on the rails and the 2 stairs looked really good, but I wasn't able to walk out on the deck for a couple of days. Before leaving that day ***** decided he wasn't going to do a second coat after all, but didn't offer to adjust the price. He sent me the invoice that night, and because of the "goodwill" I felt from what I could see, I unfortunately paid it. When I did get out on the deck, I found stain on the pillars, on many of the brackets holding the rails, smeared on a large portion of the lip along the deck on the house, on most of the spindles in the railing (even though I'd taped them top and bottom), splashes on the Hardy board siding (one was SMEARED by a cloth for about a foot) and on the cement foundation...and the floor looks like a patchwork quilt of thick overlaps here and there and barely any stain in between. Some of the boards weren't stained all the way down between boards and there were tiny areas with none. I contacted ***** and he said to let it set for a while and then he would try to get back to fix it. I didn't hear anything for 2 weeks and I was running out of time to get it done (fall weather, and construction coming that would not allow me to use the back door so this had to be done prior so I could use this front door). So I started to ask when he was coming, and got no response for another week. Finally I threatened to post a bad review and showed him some of the pics I'd use for it. Still nothing. I found their business number on ******** and spoke to his wife. She said she would see what they could do. I spent 2 hours cleaning the lip along the house and the spindles off myself. ***** finally texted to say they were coming "Sat a.m." (a month after the first job) I said that was fine. They arrived at NOON and got out of the car to say "We have a wedding at 2." She made comments that I was being far too picky about cleaning off the black brackets, that no one has ever been this picky, I can expect some to get on there (professionals and amateurs should know to wipe it off as you go), and I asked ***** if he was going to return this year to do the 2nd coat. "No." Next year? "Maybe." So I pressed him. He said it's getting too cold at night for a second coat now. I said I need a guarantee he will do it next year, and he wouldn't commit. He said it looks fine to him, tried to suggest that the overlays were the kid covering up what was on there from before! I reminded him that when he came to quote he told me it was so faded all along the deck that I didn't even need to pressure wash it. (there was only faded stain left along the inside edge and under the railings) Then he said we didn't have a contract! I have a paid invoice that constitutes a "contract" in my mind. He also used a steel bristle brush on my Hardy board siding to remove the smeared stain - leaving a grey smudge AND the stain, and when I pointed it out he blew it off saying there are other marks on the house! I was stunned he did it. He said I had "blown up his phone" but I reminded him he should have enough respect to answer his customers, especially given these circumstances. He said there is a lot going on in their lives. I said that wasn't because of me and he still needs to respect his customers. He may not be doing this business next year, according to his wife. By the end of the conversation he told me I'm being unreasonable, far too picky, he did what I paid him to do, maybe I will hear from him next year, and he got in the car and they drove away. He was making it about ME and not him. My neighbor came over and looked at the deck after he left - there is no way she would pay $1000 for that mess. SO I paid him $1000 for ONE coat on the deck that now needs to be sanded and redone to look right. That is $125 an hour! I have 2.5 gallons of stain to store and an irreparable mark on the siding. No apology and only a horrible attitude about my being upset. After he left I sent another text telling him that he has to return this week or refund me $500 to pay someone else to fix the deck next year. If he didn't do one or the other, I would post a bad review on Facebook and at the BBB. I was very disappointed in him that he wasn't more concerned about a professional job. Today I gave him a last chance to send me the money. He hasn't even had the courtesy to text me. I will have to hire someone else next year to sand then use a roller. I got stiffed and accused, when it was his helper that made the mess.

  Business response

  08/11/2022

  Business Response /* (1000, 17, 2022/10/11) */ **** contacted me about staining a deck and sealing a cement pad. **********************************************************************************************************************************************************************. I told her I was super busy but would try my best to get it done for her. I wanted to help her out. I did recommend she grab extra stain as we both live quite far from stores so did not want to run out during the job. This is a previously stained deck so it’s hard to judge how the stain will absorb. I quoted her $1200.00 to do both jobs. I went the first day and applied a coat of sealer to the cement pad. Went the second day and did a second coat of sealer and stained the deck with a helper. My helper is a university student, summer job. He is a good worker, tries his best and is learning. I checked over the job before leaving, it looked good and seen no concerns. It did not appear to need a second coat. **** sent me an e-tranfer that evening saying, “Thank you! Both look amazing!”. Within a few days **** got to really inspecting the deck. Started sending text after text. Pictures of every paint marking and imperfection. She was sending emails and calling my wife. I told her I was busy but would come when I could too clean up the stain and check on applying a second coat. My wife and I drove over on a Saturday. **** had every paint speckle marked with tape. None of these markings were visible to the eye without observing closely. We had stained around A LOT of brackets, there was some where the stain had skimmed the side of brackets. I had no problem cleaning this up for her. My wife and I went around and carefully cleaned up these areas, with **** closely watching over our shoulders. She very thoroughly inspected every area behind us, bending right over to look under boards and make sure it was perfect. When we were finished, I asked if she was happy and we discussed another coat. **** got very demanding and rude. We both agreed it was getting to cold in the evenings to do this year. She wanted me to guarantee I would be back in the spring or give money back. I had no issues going back and applying another coat of stain but by the end of this conversation I realized this lady Is impossible to please and will never be happy. The stain would have to be applied by fingernail paint brushes to meet her standards. **** also had us fix eve coverings on the roof and move around patio furniture. I never charged extra for this. I came in under quote at $1150.00. There was never a discussion on a breakdown of the price. I never guaranteed 2 coats of stains on the deck. I just quoted her $1200 to do the work. **** claims I made $125.00 an hour. Two trips over to *************** at an hour and 20 minutes round trip. Sealed cement pad. Full day staining for myself and worker. Third day travel to clean up stain and try to satisfy client. I made nowhere near $125.00 an hour. My apologies our staining abilities didn’t meet ****s high expectations. I have completed my work there. I will not be returning. I am nowhere near the professional **** needs. Good luck to the next contractor that gets conned into her. Be careful who you work for. I have since found out 2 other contractors quitting on her prior. Consumer Response /* (3000, 19, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Parts of *****'s reply are outright lies & he bends truth to his advantage. When I contacted him by phone we had a very friendly, lengthy conversation that would be normal with anyone. ************************************************************************* Fall was approaching & I needed to have this deck usable while work was being done on the back deck early in Sept., so there was time sensitivity to him returning to fix things. When he didn't reply to my pics & email for 2 weeks I found their BUSINESS PHONE on **, which led to speaking with his wife. She told me he "went away for a couple of weeks & lost his license", to put the tape on all marks for them & she would see what they can do, as she had to drive him. Out of the car they both acted like these stains & things not being wiped was normal protocol & there was something wrong with me for expecting a pro job. I was concerned I would use the wrong stuff and take paint off the house or make worse markings if I did it myself (& in the end he did himself with the smeared stain on the Hardy board siding), but did 2 hrs of work cleaning the spindles & lip along the deck. He did NOT say he would come back or ask if I was happy. He clearly knew I wasn't but I was NOT rude or demanding. I expected him to put the second coat on to make it look nicer. The 2 guys moved a willow loveseat & table from the deck for me so they could stain, I did the rest myself. He did put 2 corner eave guards back on for me while he was up on the ladder staining the pillar already. About the 80 minute round trip--he lives 20 miles away! I sat outside enjoying his music & the beautiful day, chatting happily with the 2 of them while they worked. I actually thought ***** was very personable at the time the work I could SEE from the ground looked good that day--what ***** did himself. He lied about 2 contractors quitting on me too. There has only been 1 prior issue with building the front deck--the guy didn't listen to us or look at the PDF when he took the job & didn't think the attached veranda deck was part of his build! There has never been any other problem we can recall. This young man apparently has left a trail of conflict with his clientele because of his attitude. All other work has been highly professional & they were paid promptly by us. I would be happy to have these people make a statement about "my attitude." They are all happy to repeat work for me. I am not overly demanding but I do expect a pro job from someone who claims to be a pro. Someone said I could have got a better job on the floor boards from a child & they probably would have known to wipe the stain off the rail brackets, pillars, house and spindles as they went. The photos I provided to the BBB speak for themselves. ***** is trying to smear me in order to deflect from his own bad behavior. Truth doesn't need a defense. My first statement is 100% true & accurate & anyone who wants to see for themselves can come & look at the mess remaining on the floor boards. All I wanted was for him to make it right one way or another & instead he chose to gaslight me & walk away. Business Response /* (4000, 30, 2022/11/08) */ **** continues to lie and twist the story to her advantage. I never went away for a few weeks, we live further then 20 miles and I never claimed to "be a pro" to mention a few. She is the most demanding client I have ever worked for. I stand behind my original statement. This is my first unsatisfied client in 16 years of carpentry and I couldn't possibly make this lady happy.

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