Complaints

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered into a 3 year contract in the summer of 2020 to have my new deck stained. Do to poor i believe product, they had to come out and redo the stain every year. The last time was this summer and the workmanship and product was unbelievable bad. I tried to contact them by email and registered letter with no response.In addition they told me the last time that only horizontal parts were covered my warranty. any and all vertical deck covering was not warranted, although it was stained by them. I could not find this in any paperwork they provided me.Enclosed are pictures of the deck as it looks after the last warranty application. A portion does look fair..

  Business response

  11/03/2023

  Our apologies.  We show that the guarantee was addressed.  Please contact us in the spring for an inspection. Also, we can not find any emails about his follow **** An old email may have been used that no longer works.  It was ************************************

  Customer response

  11/07/2023

   
  Complaint: 20816724
  
  I am rejecting this response because: You came out 3 times as per the warranty, but the last application is so bad, I can not accept it. Please see pictures

  It is so bad, you would never accept it if it was done to you

  I did send an email and a registered letter and i can provide copies of both and the date the registered letter was received at your address

  I have shown the deck to neighbors who can believe a company would do such a bad unacceptable job

  I will gladly show the pictures to anyone who asks

  
  
  Sincerely,
  
  *********************************

  Business response

  11/07/2023

  We will be happy to inspect your deck when we are open in the spring and to correct whatever may be wrong. 

  Customer response

  11/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Nu-Again on 9/29/2022 to power wash and reseal my driveway, walkway, front steps and entire back patio. The job was completed in October/Novemember 2022 but there were issues because the weather had already started to change and their product was not drying properly. I was informed they woudl be back in the spring to finish, but I was still charged the outstanding balance on my credit card without authorization. During the winter and subsequent spring, I noticed issues with the entire project, the driveway was already showing weeds and cracks in the sand and the entire back patio did not seal properly (According to what I was meant to believe) and some of the stone work was stained with their sealer. The company has been out a number of times this year, and we finally addressed the entire project and started over. As of now, the ****************** in front seems to be compeleted (with the exception of a a few brinks being reglued,) but the patio in back is still no where near our satisfaction and what we were promised. The sand is not sealing and is washing away with rain or a hose. There are different color sands on the entire patio and significant loss of sand throughout the levels of the patio. There are sealer spots on the patio as well that look like puddles. I have attempted to communicate with the most recent project manager, but I have not heard from them or the owner in over 2 weeks. I have tried to work with the company to complete this project to our satisfaction, but it doesn't seem to be going anywhere. I would appreciate some help with either having them out to fix the work to our satisfaction (If they can) or provide reimbursement for the entire back patio so I can have the work done by someone else.

  Business response

  10/30/2023

  we are confused that there is no said communication.  In fact, we were always responsive to their needs and had a conversation the day before this was sent to us.  Any issues that need to be addressed has to start with a call to the office so we can document and facilitate the service.  We are currently out of good weather to take care of this now as this has prolonged our services.  Also, no service will be attempted if ******************************* threatens our office staff or field technicians again.

  Customer response

  11/03/2023

   
  Complaint: 20691287
  
  I am rejecting this response because:

  I am appalled by the notion that there was no communication.  The facts are they were not responsive (See Below) and ****** was not even responsive to his own technicians calling for additional work after seeing how their product did not do what they said it would do. 

  I have documented numerous calls into the office (3/24, 4/11, 5/2, 5/18, 6/14, 6/21, 7/3, 7/18, 8/4, 10/3) and so on, so claiming I did not communicate with the office is incorrect!  This was all in 2023, after the work was rushed to complete, and Nu-Again took FULL payment, when they knew they would be back to try to fix their poor work in the fall of 2022. 
  In 2023, I had to call the office to make sure I was on the calendar to have the work completed/fixed from the fall rush.  ******** was out at my home on 5/4 and 5/5.  When I spoke with Lead Tech **** on 5/5, I asked him to update ****** and let him know I was still unhappy and the entire project was not to my satisfaction.  **** responded, He is already aware!
  5/24 ****** came out to look, I thought we were on the same page with re-doing the entire project and starting over do to all the problems, sealer was not working, weeds coming through, etc.
  5/30 Stefon and crew were out to Fix the patio.  Attempted to touch up their work from the earlier in the month and only made it worse.  Rather than power washing and starting over, they used different products, 2 different color sands and their sealer leaked over onto my natural stone and there were two different colors.  
  6/8 Sent text to ****** explaining I was still unhappy with both the front driveway and back patio.  I was told to call the office and to spray the weeds on the driveway.  (Why would I already have weeds when this was supposed to have been sealed less than 10 months prior!)
  6/14 & 6/21 Called back into office (Yes, I was very upset that this was still not addressed and was not going anywhere!)  Finally had a team scheduled for Monday 6/26 and they did not show up, and no phone call.  ******** messaged on 6/27 and I was not home so this all had to be rescheduled AGAIN.  Yes, not happy yet again. 
  8/22 Stefon and crew showed up AGAIN, they were unsure why they were here.  They pointed out a number of issues and shared they would not be able to touch up things as they were instructed and the back patio  would need to be re-washed and then refilled/resealed.  ****** called the office and shared that he spoke with ****** to update him.  I sent a text to Stefon later that day for an update No response.
  9/8 Finally heard back from ****** that he would be out to look at the back patio on 9/11.
  9/11 ****** showed up, made a comment how he thought I was out of my mind, even though all his staff and tech crews were telling him the same thing.  He saw the poor work and agreed to once again re-power wash the back patio and start over.  I was told his best **************** would be out to get this done and I would also get another year of full warranty. 
  9/11 **** and his crew stopped to begin the rewash of the entire project.  They had a few days that were needed to wash everything thoroughly.  The driveway was finished on 9/13, but the back patio needed to be washed more. 
  9/14 **** returned late in the afternoon to finish with his crew.  There were still some white spots on the patio brick but **** assured me he would address it. 
  9/15 **** was back with crew to re-sand and reseal the back patio. 
  9/18 after a few days for everything to settle, I texted **** with pictures showing him there were spots of white haze, holes where the sand did not hold, different colors on the natural stone from the sealer and soft sand that did not solidify. 
  **** responded saying he would need to come take a look and he what he could do. 
  9/20 Follow up text to **** asking if he will be by this week.
  9/22 Checking again with **** if he connected with ****** or if I need to call the office. 
  9/22 Response from *********** spoke with ****** we are off today but I will try to stop by tomorrow or Monday
  9/25 Text from ***************** was rainy and he wasnt sure he could get out.  Said he would keep an eye on the weather and keep me posted.
  9/28 Text to ****, no response
  9/29 Follow up Text to ****
  10/2 Follow up asking for a call back to provide an update, NO RESPONSE.
  10/3 ************* to share.  ****** called back saying this was the first he had heard about it.
  10/4 - Filed complaint w/BBB
  10/4 Text from ******, the Nu-Again Owner, I spoke with you yesterday about the concern. Today you write the BBB. You have treated my staff poorly so from me to you. **** OFF!
  
  Given all these attempts to Communicate and get the services that I paid for, I am asking for a full refund from Nu-Again.  I do not wish to work with this business and would recommend that people be very careful when hiring them to do what they claim they can do.  My patio was ruined by this company and I will need to seek professionals that know what they are doing and can complete the poor shoddy work that Nu-Again attempted to perform.  
  
  Sincerely,
  
  *******************************

  Business response

  11/03/2023

  Please contact us in the spring via email to set up an inspection to go over any additional concerns. 

  Customer response

  11/08/2023

   
  Complaint: 20691287
  
  I am rejecting this response because:

  The business has made it clear they do not want to work with me and has dragged this on for well over a year. At this point, the only way to resolve this will be to provide a refund so I can go hire a company that can fix my patio and has the product and resources to do it correctly and to my satisfaction.  I have provided all the necessary communication (Which the busines claimed I did not do) and documentation.  Outside of this outcome, my only recourse will be legal action.  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to resolve an issue with the warranty. We had our deck stained a solid color on May 24, 2021 and this spring 2022, we noticed that parts of the stain were bubbling. I emailed the customer service representative, ******* (not sure of last name), on April 24,2022 and sent photos. She replied that they would follow up with me after an inspection of why the stain is bubbling, but did not. I emailed once more on June 10, 2022 and did not receive a response. The warranty is for a 3 year guarantee. Receipt # *** under my wifes name *******.

  Business response

  10/19/2022

  Nu-Again attempted to inspect the deck on several occasions at the end of May 2022. Each time the person inspecting the deck called the customer but was not able to inspect the deck because the gate was locked each time, making it impossible to inspect for the concerns. The office tried after each attempt to contact the customer and left messages but received no response. Our ********************************************************* address the warranty concerns until our 2023 gets underway provided the gate is unlocked at the time of inspection. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Technically the transaction was in April to June 2021, but we had an agreed on resolution in October 2021 that the company has failed to complete this year under their 2 year guarantee. We had our brick pavers in the back patio, firepit, and front walkway power washed, sanded and resealed at the end of May 2021. Within the first 2 months of this being done we were seeing cracking in the sand and weeds coming through sand in the patio. NuAgain came out several times over the summer 2021 to "re-sand" the patio to fill the cracks, but they refused to seal it properly and opted for only for a water seal. We also found areas from the power washing that left the original sand in place that was causing issues with the seal. At that point we stopped getting any responses from NuAgain where I then went disputed part of the charges on the work with my credit card company. Through the credit card company we got in touch with the owner who agreed to have another team come out to look at the issue and come to a resolution. It was communicated to me by the NuAgain site ******* that they would redo the work on the back patio/firepit (power wash, sand, seal) if I was willing to wait until the following spring. I agreed and waited until this year. I never heard from NuAgain at all in the spring and was delayed myself in reaching out do to the birth of a child. At the end of May/June I started calling NuAgain every week and did not get a response until late July where we played phone tag a couple times before they stopped responding again. Eventually in late August (approx) a person showed up unscheduled to re-sand the patio which I said was not the agreement. After another inspection, on Sept 9, we got an email that they were booked but would get a team out to clean, sand, and reseal the patio. I responded asking if that included power washing and was told they would check with the boss. A month later I still have not heard from them and cannot get them to respond.

  Business response

  10/12/2022

  Nu-Again is currently working the corrections into the schedule and once a date has been set, we will reach out to the customer to advise when the corrections will be made.

  Customer response

  10/26/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  

  This is for complaint #********. Apologies for missing the follow-up email from BBB to accept response from business. If it can be updated that I will accept the response under the assumption they actually schedule the repair this year. If their working season ends and it has not been completed I will be re-opening the complaint. Thank you. ****

  Sent from ******************************* (***************************)

  
  
  Sincerely,
  
  *******************************

  Business response

  10/27/2022

  The office spoke with the customer on 10/26 and informed the customer the warranty work will start on 10/31 with re-cleaning the pavers and once they are dry, Nu-Again will return to complete the warranty work.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Nu-Again deck refinishers to restain my deck in mid-August.*************************************** came out to take a look at it and gave me a price.His workers came out on 18Aug to do the work and were paid in cash on that day,even though my wife said the staining looked blotchy and uneven. The worker said that was because it needed to dry for 24hrs and no walking on deck for 48 hours. On 20 Aug the deck was splotchy stain uneven with many totally raw spots showing.We called ****** who admitted it haddried funny and would need another coat. He stopped by to physically look at deck,as we had sent him pictures before. We also told him our plants had been stained and quite a few of the flowers crushed. He dismissed that out of hand by saying that happensAfter his same three workers came back to do another coat we waited 48 hours again. Deck still splotchy and as of today,stain hasnt dried in many spots. He agreed to come out again to look at deck,but as of today,he has not.He doesnt answer phones or texts and office doesnt return calls.Additionally,the stain he uses is proprietary and he claims it is superior to TWP and Cabot. We dont know what it is.We asked if we could buy some of the stain he uses so we could maybe touch up,as we know you cant mix productsno response .We came to his business in ad in CLIPPER MAGAZINE, so we figured it was reputable business. To our regret,he has HORRIBLE reviews on Angis list,Yelp,Google,etc. look also thru his BBB reviews as well.Oh,and we have an 18 month guarantee..on what,we dont know.

  Business response

  09/26/2022

  This customer's concerns with uneven stain were addressed, with a return visit, on August 23rd. The customer then requested additional stain which was dropped off, and acknowledged by the customer's wife, on September 22. There are no outstanding issues remaining.

  Customer response

  09/27/2022

   
  Complaint: 18057862
  
  I am rejecting this response because:

  The deck is still sticky and not dry.

  When try to sweep it dirt and dust cant be removed. Deck still splotchy and uneven.

  The surface of railings still rough,as if ****** power washed or sanded.

  If you look at pictures attached,you can see the stain is still sticky and wet as of today,sept.27

  This is not acceptable.

  
  
  Sincerely,
  
  *******************

  Business response

  09/28/2022

  The owner was out last week to drop off additional stain, per the customer's request. As shown from the text conversation, provided by the customer, the variations are normal. When the owner was at the customer's home to drop off the stain, he inspected the deck and found no issues and the deck was not tacky.

  Customer response

  09/29/2022

   
  Complaint: 18057862
  
  I am rejecting this response because:
  
  Sincerely,please look at som pictures..I have many more,videos as well,of what part of the deck looks like after Nu-again refinished it.you can see uneven stain application,blotchiness,raw spots where there is no stainn,drips etc.m and this is just part of it 
  
  *******************

  Business response

  09/30/2022

  This customer called the office yesterday afternoon asking for more additional stain to be dropped off because he has used all the stain the owner owner dropped off last week. The blotchiness and stickiness is not caused by the application Nu-Again put on the deck. It is directly caused by the customer's application of too much stain. In the text conversations attached to this complaint, provided by this customer, the owner had expressed to the customer that the variation in stain is "normal". The customer did not adhere to the advise given by the owner and, by the customer's own admission, has created the issues he is now blaming Nu-Again for. The customer was told, yesterday, that no additional stain would be provided to him because the stain on the deck has exceeded the point of saturation. 

  Customer response

  10/02/2022

   
  Complaint: 18057862
  
  I am rejecting this response because:
  I have not used any of the stain *************************************** dropped off. We havent applied anything to the deck.

  we asked for more stain because we want to have him or someone else to apply stain to make more even finish.

  why would I pay to have my deck redone if I was going to do it myself?

  I can take picture of stain in bucket that *************************************** left

  The person that we had over to look at deck said there WASNT enough stain applied. This is this deck refinishers job.

  the reason we were asking for more stain is precisely so it can be evened out.

  we cant get the stain anywhere because its a proprietary stain.
  Sincerely,
  
  *******************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After reviewing all the complaints on your website about this company I wish I wouldve seen them prior to making the call. Nu again came out to power wash my patio to start their service, personally they couldve done a better job but I was fine with it. The second they say the came back to grout and seal the flat level and steps. They not only killed the grass around the patio and had sand stuck to my siding patio door and outdoor furniture the job looked as if I did it myself without any experience. When I emailed them with my dissatisfaction of the lack of quality and the other issues their response was that their pictures didnt show a mess left or grass being killed. As we all know it takes time for grass to die. I then reached out again about the 80% of grout lines that were left untouched and their response was the patio was not level enough to complete a full grout line. I responded to that email with a level in a few places of my patio that were actually more level than the two small places it was actually done correctly. For every excuse that was thrown at me I had picture evidence to prove the issues were real. I have a very long email thread that Im happy to send to you if that would help build this case. I made this appointment well in advance of the nice weather because I have a two year old that loves to be out back. They did come for a second time and did have to power wash again and said they would be back again the next day and no called/no showed in addition to me texting the rep that morning letting him know it was fully dry and I allowed it to go one additional day with the same result. I did tell the man them the window has now closed of this job being completed because of their lack of follow up and failure to do the job correctly the first time. This is a very unprofessional company all around, the work was well below average and the email responses were almost insulting. Im currently out $990 from this horrific situation.

  Business response

  05/24/2022

  The entire process for this customer's ********************** was explained when he booked. Several appointment reminders were sent, starting 2 weeks prior to the restoration. These emails included a detail list of steps Nu-Again takes during the restoration process. The customer was called, the day before, each visit. The first email from the customer indicated he was not satisfied with the seal that was use. We agreed to come back to apply an additional coat, even though, this is known not to change the appearance of the pavers. When the crew returned to apply the additional coat, it was determined by the crew, children's chalk was all over the patio, preventing the additional coat of sealer. It was communicated to the customer that he would need to rinse the chalk off, and once that was done, we would send the crew back. The customer then made complaints about the sand level and a weed popping up. Nu-Again setup and completed as inspection of the patio and it was determined the sand levels were at the correct levels throughout. The customer made a comparison of a patio on the brochure that was left with his estimate. That photo is of properly maintained pavers. His patio has not been properly maintained until Nu-Again restored the pavers. After the customer had a conversation with the owner and sent him pictures, it was, again, determined no issues with the process were lacking. When the owner and customer discussed the weed that had popped up, the owner reminded him that no where in the literature did it state the weeds would be eliminated. The owner restated the information that is sent in every email to the customer. It reads as follows "The very firm sand "helps" prevent weed and damages caused by insects more than inexpensive loose sand that washes out prematurely.  However, chemical weed control (herbicides) are useful to prevent or eradicate weeds before they disrupt the joint stabilizing sand and should be used immediately as they present themselves. 

  The sand level and the amount of sealer is appropriate for this patio. 

  Customer response

  05/26/2022

   
  Complaint: 17209736
  
  I am rejecting this response because: the crew did come out a second time and cleaned off the chalk and said they would be back the next day after talking to their supervisor right in front of me. They no called no showed for 2 days which I then emailed them got no response for 5 days then finally made the claim. Im not asking for a brochure look but I expect the sand to fill the grout line which I explained to the owner which he then returned by saying lose my number and Im in talks with a lawyer and is sending them a letter to see where they want to go with this. When I expressed this to the owner ****** then replied with Call an attorney.  Happy to discuss with an intellectual. I sent him an ***** shot of the patio and 20% of its grouted perfectly the rest doesnt even have any sand. Previously in an email he stated it couldnt be filled with sand because its not level enough. I took pictures with a level and that is far from accurate and I sent pictures proving that theory was wrong. Thats when I started to get ignored which prompted my claim. The weeds are growing through because there is NO sand in the joints, had them come up a week later. Kathrin said in an email they would take care of the weed issue on their second visit. When asked about the dead grass and sand stuck to my siding, furniture, and patio door that was also ignored. I wish I wouldve read a little more reviews because there are a ton with my same experience. I now know why there is only check payments because people that used credit cards and disputed which they were able to get money back for lack of/sloppy work. They should be receiving a letter within the next week from ********** & *******, **** I clearly explained my issue with the job via text/picture and circled the part that is done correctly and why doesnt the rest look like this. He failed to answer, its pretty ridiculous that an owner cant answer a simple question or offer to help. This should be a very easy job, not sure why this is still going on a month later. Im then told by kathrin that we are no longer allowed to communicate about this now that there is a claim, yet they send an employee to my house 2 hours later so Im not sure why he was on my property without permission after I was told we shouldnt have any contact.
  
  
  *******************************

  Business response

  06/03/2022

  As stated in our initial response, the sand level and amount of sealer is completely inline with industry standards. This customer has uneven pavers which is indicated in the photos he sent (the bubble in the level is not centered as it should be if the pavers were level). We agreed to apply an additional coat of sealer to the pavers but explained to the customer doing so would, most likely, not change the look of the pavers in anyway. We reschedule the return of our crew which was delayed by rain. Once the crew returned, they could not apply the additional coat because the patio was covered in chalk. The office email the customer to let him know he would need to rinse off the chalk and we would return after that. The customer responded by bringing issue about a weed. The office responded letting the customer know we would address the weed once he let us know the patio was cleaned off. We have had the crew and a field rep to his home, twice, to complete an inspection and each have found that the work Nu-Again was contracted to do was well within industry standards. The office spent considerable time, before the restoration began, explaining the specific details of the restoration to the customer. Emails explaining the process were also sent all throughout the project. It is clear the customer was unable to comprehend the information communicated from the office and email.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩