Complaints

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the summer of 2021 I had a peeling wood deck. After contacting Jim and having him out for an estimate he explained that the peeling was due to improper application of stain. He went on to explain that the only resolution was to sand down the entire deck and reapply the stain. Jim stated he had been in business for decades and that this type of project was his specialty. He explained that moving forward I would need to clean the deck twice a year (once in spring and once in Fall) and that the stain would be good for at least 5+ years before I would need to reapply. He stated that he only uses the best products (******* ********) and that rest assured this would once and for all solve my problems. The work was done and I paid thousands of dollars in the summer of 2021. In the Spring of 2022 I noticed that my deck was peeling in several locations and I contacted Jim. Jim came out and explained that the products these days don't work like they used to and that this is typical. This was a far cry to how it was explained to me before contracting the work. Jim said he would come out when the weather was better and address the spots that were peeling. Jim sent a couple of guys out in early July but I must have missed a call so that I was not prepared for the work to be completed so we had to reschedule. I must have called Jim a dozen times between the Spring and finally on 7/20/22 he sent someone out to address the problem areas. I had to remove all items from my deck and clean it for him in advance which was not an issue. Whoever came out dabbed a bit of stain on approximately half the areas and left. Now I have half the problem I had and fear that this will happen again as no sanding was done. I am now on my way to ******* ******** to buy stain and re-stain my deck myself. I could not be more disappointed with this company and how they do not stand behind their work. I would be highly skeptical and extremely cautious before hiring this company.

  

  Business response

  07/21/2022

  This complaint is totally ridiculous. This customer did in fact have peeling on his deck in the summer of 2021. His deck was peeling miserably but not from improper stain application, it was peeling because he neglects his deck. He has approximately 6 huge trees in his back yard. When I came back to inspect his deck this spring, I seen piles of wet leaves on his deck, flower pedals that were stuck to the wood floor, tree sap and mud from what looked like a tipped over flowerpot. I took several pictures to prove this. I told this customer after we restored his deck that he had to keep the wet leaves off his deck in the fall when the leaves were falling. We provided him with instructions on how to clean his deck and how to touch up his deck should the stain start to peel. We guarantee our decks only for the season of application due to the fact that some people fail to keep their deck free from wet leaves and other material that causes peeling. Wet leaves that are left over from the fall will destroy a deck in no time. However, in good faith I told him that I would send two workers to touch up his deck using a brush so as long as he removed his furniture, the rug and clean the deck.  Again, when my workers showed up, the deck had leaves, small sticks and tree sap all over the deck. It also had what I believe to be wet cotton wood seeds that had blown in and a mud spot that was under the window not far from the electrical meter. Again, my foreman took several pictures of this neglected deck.  I had to reschedule the touch up as this customer stated. I personally returned approximately a week later to touch up the deck, again the deck was filthy from leaves and tree sap that had blown from his trees.  The lower deck had dirt on as well as leaves from his trees. There was no way I could touch up his deck in the condition it was in. We did in fact touch up the upper deck because it had an awning over that part of the deck and it was somewhat protected. But the lower deck was impossible to work with. Again, I took several pictures to prove this. We in fact do stand behind our work. However, the customer MUST keep their decks clean and free from wet leaves and tree sap. You must remove the wet leaves in the fall and the summer as well.  This is unequivocally the reason why his deck peeled about 20%. When we cleaned the deck in the summer of 2021, there was so much dirt and grime in between the boards that I had to have my carpenter run the blade of his circular saw in between each board because water was puddling on the deck.  The only thing that will solve his peeling problem is to routinely clean his deck due to all the trees in his back yard. It is not hard to keep leaves off your deck. I happen to have a big porch deck that is surrounded by trees. I leave a leaf blower right on the deck so every morning I can blow the leaves off my deck and whatever else blows on the floor. This is the only method that will prevent peeling.I am going to print this complaint and attach it to the 9 pictures that we took so that I can show all potential customers how not to take care of your deck when I go on my estimates.Stain should last approximately 3 to 5 years provided you keep your deck clean and touch it up every 2 years or when it needs it. This will avoid having to do a complete deck restoration. In closing, I can only advise this customer what I told him in the first place. Keep your deck clean and free from leaves. Again, in good faith, I will personally come back and retouch up his deck should he want me to. 

  Customer response

  08/02/2022

  The response to my concerns by the business reminds me of a petulant child who cannot take responsibility.  I communicated in good faith for months and his response is that it is "ridiculous" for me to complain of a peeling deck 7 months after his $3,000.00 deck "restoration" was complete.  He also "blames" me for leaves on the deck and I would like to remind him that the deck is located outdoors. Leaves and other outdoor pollen, dust, and bird droppings are cleaned on a regular basis.I do not want this contractor back on my property.  I hired him due in large part because he had the BBB seal.  I want others to know who they are dealing with and enter any work with a buyer beware mentality and to not have any misperception that they will stand behind their work.The solution was simple - just come out and touch up the peeling boards.Unfortunately, we end up here. What a shame. 

*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. ↩