Deck Rescue

"(consumer name withheld per their request)had 3 layers of Deck Restore(a very thick elastomeric coating) on there deck. (Proper application of this product is only one coat). We advised the customers on our original estimate that we would strip the deck twice, once with our regular stripper and the second time with what we call our "super" stripper. We also advised the customer that if the stripping process did not remove the Deck Restore that we would sand for an additional charge. After completing the stripping process, very little of the Deck Restore was able to be removed. We then advised the customers that the next step would be sanding and that would be an additional charge. We tried to have (consumer name withheld per their request)sign another contract agreeing to the additional charge, which he refused and became very argumentative. We were able to calm down the situation and ( consumer name withheld per their request) agreed to sand, using a special tool purchased specifically for this job, for one hour to see if this removed the product The crew started this process and it was removing the Deck Restore and bringing the deck back to bare wood, which we would be able to stain. During this period while our crew was trying to work,( consumer name withheld per their request.) remained outside and was ordering the crew around in a very demeaning manner. Our crew has 8 years of experience and are very knowledgeable on sanding decks. consumer name withheld per their request)again got extremely argumentative and started swearing and verbally abusing our crew. At this point the hour test strip was complete. (consumer name withheld per their request). consumer name withheld per their request) would still not agree to signing an additional contract for the cost of sanding and continued to swear and be extremely argumentative, swearing and getting right in the faces of our crew. Our crew very politely cleaned up and left the job site. We decided to not send our crew back to this job for fear Mr. consumer name withheld per their request)may escalate to physical violence with our crew, the verbal abuse was atrocious. Since consumer name withheld per their request) wouldn't agree to the additional cost for sanding of which he was advised in the original contract that he signed and his extreme treatment of our crew we chose to stop work after his deposit of $600 for work already completed ran out. We stripped for 11.5 hours and sanded for an additional 1 hour. So we did complete the work that we were paid for."