Deck Doctor, Inc.

"Mrs. [Member Name Removed] had some concerns we were happy to address and take care of. During my inspection and conversation with her, she became very upset, yelling and demanding, she then would not communicate or pay for the project. I communicated through her email apologizing, adding additional compromises, and asking for her cooperation and communication, but no response, until this complaint. I explained what I would be forced to do if she didn't pay for the work completed with the discount I offered her, which includes me filing a mechanics lien. She paid us by deducting double the discount I offered. I decided to move on without any filings or court."

"I represent Deck Doctor and I'm writing this in response to (member name removed) concerns to the work provided. We strive to provide the best quality at a fair price for deck refinishing, repair and replacement. Our training for estimators, supervisors and work technicians is focused in our off season but is also continued through the work season. We review each job and use unforeseen or unfortunate circumstances to help provide better service in the future. This job was supervised during work and revisited after the concerns were noted, by the work supervisor. Color choices always have a degree of unpredictability on aged wood surfaces, that is why the final color choice is the customers. Although masking and tarps are used, unfortunate mistakes happen and an attempt to remove them with the experience and proven materials is what we did. The method used of disassembling the total railing to sand it, although practice is made to retain old screw, sometimes leaves a few screws behind. Removing deck furniture is always done by us at no charge, replacement of deck furniture and bbq's is also done at no charge but requires requested assistance from our customers. A misunderstanding was experienced here and was taken care of by us after we learned what was needed. The managers visit to meet the (member name removed) was pleasant and completed with a discount to help offset any cost that might be experienced by an attempt to remove a small stain from a piece of sand stone. I apologize again for the bad feelings left from our attempts to make a unpleasant situation better. The before and after pictures confirm a dramatic improvement to the decks overall condition and help to preserve it's useful life. Thank you for your interest."

"Member allowed her son in law to be her contact between Deck Doctor and herself, because he lives there and she lives out of town. He failed to relay recommendations and options given by Deck Doctor to her for the refinish and repair of the deck.She failed to question her signed work agreement as to the work that was agreed to be done. Contact names, numbers and availablility were given for any questions or concerns prior to work performed. All scope of work was reviewed, discussed and agreed to before work started. We attempted to discuss and address her concerns after the work was completed. She wanted Deck Doctor to do additional work without compensation based on her confusion as to the scope of work. Member became demanding using foul language and attempting to bully us into her demands. Deck Doctor represented itself and the work to be done in a clear and professional manner to her representative, with a face to face meeting, pictures, notes, samples, emails and phone conversations, Deck Doctor has done all it can to help resolve this to a agreeable compromise."

"Member is unhappy with the look of oil based semi transparent stain. He would now prefer the look of a product that gives a shiney reflective apperence like the finish of interior wood floors. Given that preference, a differant product to reflect that finish would have been recommended. The next refinish of his deck can produce exactly what he would like to see. The only option at the time of bringing the disappointment to our attention was a sanding and refinish with a different product. He was not interested in that option. His deck looks beautiful and exactly what a oil, semi transparent stain offers. Deck Doctor attempted to help with the displeasure, were sure in time the Member will have exactly the look on his deck he's looking for."