Deck Medic of Fox Valley, Inc.

"Dear Catherine, As the owner, I truly try to provide the best service possible with the best-finished product as possible to each and every customer. So, I would like to explain the events that took place that week to help you understand why things may have not turned out the way you wanted. The reason we "did not show up the first day" was because it was a thunderstorm and lightning and although we do wash in the rain I don't like sending my guys out when it is lightning and thunder, which it was that day. The next day was packed with jobs because of the storm delay from the day before so yes we were there a little late for the powerwash but it was completed with no issues. The day we came to sand was a beautiful rain-free day here in St. Charles where my shop is located but over an hour north in Woodstock it had rained and I did not know this. The guys were sent to your job to sand only and when they got there they discovered it was wet from rain and so no sanding can be done they left. Friday was the planned stain day however the weather had rain in the forecast for Friday night and Saturday so I made the executive decision to stain your deck on Thursday instead to ensure it would dry properly and not get rained on as soon as it was done. I do admit I went behind your back on this but I did it for the sake of the deck. if we would have done your deck on Friday when you wanted it done it would have not had time to dry before the rain came (which it did). It is very hard for us to schedule around when people are home, we set up our process so that nobody has to be home. Our business is very weather dependent and sometimes plans and dates change and I truly try my best to work around these issues and will continue to do so in the future. I am glad that you were ok with the quality and look of the job overall (other than communication issues) and if you give us a chance next time I promise things will go smoother. Thank you, -Ryan"

"Deck Medic has been Staining Decks Since 1990. We have developed a process for staining decks that we do on each and every deck the same. That process was explained to you very thoroughly at the time of our face to face estimate, it was explained in our sales brochure which you had and it was also on the contract that you signed and agreed to. Step 4 States "sanding the deck floor to remove raised grain" and that is exactly what we did. We sand the raised wood fibers that are a biproduct of the washing process. before we sand we do have to make sure none of the nails are protruding above the surface (sticking up)This was done. I do admit we missed a couple nails on your 1,800 sqft deck the first time around and that is why I sent out my guys to make sure every nail was down. We made two service calls to your house to correct all of the issues you mentioned and it was all taken care of and done by the end of the job. I think this is where we came disconnected. After the job was done and you started complaining You were "assuming" we were going to counter sink each nail and plane down each board 1/4 inch. Deck Medic has NEVER done this on any deck and that was NEVER supposed to be done. You simply thought that's "how it should have been done", your way. I would never make that kind of promise and I never did. This is why.. Counter sinking the nails below the surface of the deck floor will create a moisture pocket where the water will sit and cause the wood to prematurely rot from the inside out. The inside of that hole the nail creates will never be protected and is not a good idea to sink the nails that far beneath the surface of the deck board. Nails should be right at the surface of the deck so that way moisture cannot penetrate and water will not get inside the wood. While we were working at your house you changed the scope of work and told me that instead of us staining your steps you were going to replace the steps and we will stain them when done. YOU took out the steps and never completed the work before winter came ,leaving the steps not stained because they were not there. Because the steps were part of the original price I agreed to come back and stain them in the spring when they were done. However, when it came time to pay your bill you withheld $400 from me that you did not pay.(because the steps were not done) . If YOU would have never changed the scope of work the job would have been done. Fast forward to one year later you contact me on October 2018 and you want us to now come stain the steps for free because you are mad about the sanding issue. Nope..You don't pay your bill in full means I have no obligation to finish the job. Deck Medic has since offered to do the steps for free, however customer denied our attempt to come finish the job. Deck Medic has fulfilled 100% of the contract that we were supposed to and stands by our work. Im sorry we were not able to meet your unachievable, unrealistic and cr"