ComplaintsforDeck Tech, Inc.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 6 I requested an estimate from Deck Tech to clean and stain my deck. I expected them to set up an appointment to see the deck and get a quote. I got a quote from them the next day. They requested a deposit which I sent the next day. They sent a yech to begin the cleaning of the deck. He was here ***** minutes only taking pictures of the deck and sitting in the truck. He was about to leave when went to him to see what was gong on. He said he could not continue because I had stained the deck since the 7 years thy had done it before. I called the next day and was told it would be another $700 to do the job. If they had come to see the deck as two other deck companies have done before giving me a estimate, there would be no problem. They refuse to give me a refund of the deposit as they had to send a tech. He did nothing to help me except to upsell the job. They said there were no refunds on deposits. How could they give a quote without seeing what was to be done. I feel this is unfair and they are profiting from a problem they caused

  

  Business response

  05/22/2024

  Customer called on May 7th at ****** and requested an estimate for repeat service. Our standard script for Repeat Customers includes questions regarding any changes: Have you made any changes to the deck since the last time we were there? Has any other product been used or applied since the last time we were there? to which the customer responded,No changes and no other product has been applied. We explained that since no changes and no other product had been applied then we would be able to use the same information we had on file to provide him with a quote for his deck. He agreed with the process, and we concluded the call. Our inside sales representative sent the quote to him on 5/7/24 at 11:28am. Please see attached proposal that was sent to the customer: on the page 2, under Job Disclaimers and Notes, it states, Price is valid as long as no changes have been made and no other product has been applied since Deck Tech last treated your wooden structure. When our technician arrived to power wash the deck he determined there were multiple layers of another stain that needed to be stripped before we could apply our oil based stain. We called the customer to explain that the scope had to be changed based on the findings, to which he agreed, but only offered to pay a portion of what we requested.
  If the customer had told us he applied 3 coats of another stain on his deck at the time of the initial call, then we would have sent a field sales representative to evaluate the deck. Additionally, we would have planned to send a skilled technician with the chemicals required to strip the deck.
  Based on our terms and conditions printed on page 3, the Deposit is Nonrefundable and is used to cover the administrative costs to schedule the project and the time & travel expenses incurred.

  Customer response

  05/22/2024

   
  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

  10/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Deck Teck sales rep ********************* quoted a price for staining our deck,and was happy to hear there were more neighbors interested, we are *** new townhome development. End of July we called to schedule & gave deposit of $596.22,a few days later someone from the office called to schedule the 1st appointment for the powerwash on 8-4-2023, After that we waited for DeckTech or PWS - whatever the real entity is- to call to let us know when they were coming out to stain, -* they called and informed our immediate neighbor so I expected the same protocol. However, on 9-1-2023 they just showed up at our home, unannounced, we were at work luckily a relative was visiting at the time & opened the door then called us to tell us they were there and starting the sand and stain. I left work and my appointment early and arrived just as they finished, questionable work I pointed out right away, areas of cedar not sanded the rough splintery surface was visible- it wasn't like that before, there were wood pieces from the sanding that were not sticking out from the deck- hazardous could poke or cut, the walking surface of the deck had places where the sanding splintered pieces of wood up and it was just sticking out- looks like they tried to shove down and stain over it, places that weren't evenly stained. I pointed out to the *********** said to call the office, which I did immediately. At this point, they never contacted us to let us know they were coming so that I could be home, I left work early to come home to find less than half of a satisfactory job ONLY to be insulted by the person who answered the phone that they don't have to call homeowners for the 2nd appointment. Someone f***lly came out more than a month later after we called multiple times, she walked around and said the office would call. Now 10-20-2023 No calls or attempts to fix, but they want us to pay the balance. NOTE- other neighbor is having issues with their scheduling she got an email for a date and no show.

  

  Business response

  10/30/2023

  Customer agreed to contract on 7/27/23. On 8/3/23 a Deck Tech **************** Representative called to inform Mrs we would wash the deck the next day on 8/4/23. As per our contract, we returned to seal a few days after on 8/10/23. Mrs. called a few hours after we sealed regarding her dissatisfaction with the completion. Her main concern was that we did not do enough sanding in certain areas. We asked her to submit a few images of the areas she was concerned with, and we received her pictures on 8/14/23. On 8/29/23 our CSR called to notify the customer we would be out to address her concerns the next day on 8/30/23. The customer stated she would only be available after 4:30pm.While onsite on 8/30, ************** began addressing the areas but soon after was asked to leave and was not allowed to complete the touch up even though this was previously agreed upon with the customer. On 8/31/********** we called the customer and left a voicemail to let them know we had an available technician in the area that day after 4:30pm and we would have time stop by to address any concerns, but we needed verbal confirmation first. We did not hear back from the customer. On 10/23/23 we reached out to the Mrs. and scheduled a technician for Saturday 11/4/23 weather permitting.

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At first Deck Tech stained our deck and it looked perfect we were very happy and we had all the furniture back in place, flowers planted, etc. Then 6 days later I came home to my deck furniture in the driveway, a crew showed up while we were not home and completely stripped our freshly stained deck again, ruining plants, furniture and staining our Viking grill along the way. No apologies from them. Initially they did not even believe me, ****** in production questioned my story until I told him I had it on video. He and ***************, our salesman, stopped answering calls. After multiple phones calls and complaints they came to re-strip deck further due to the fact that stain was so fresh, it was not completely removed. Finally, 2 to 3 weeks later, they re-stained the deck again but it does not look as good as the first time. Now there are dirt tracks along the traffic pattern because the stain did not soak into the wood all the way and a few light spots. Have been trying for 5 months to get some sort of restitution. They offered $150 at first. then $350, but after dozens of phone calls and emails to *******, still no credit to our card. I have the whole thing recorded on security video with photos.

  

  Business response

  10/04/2022

  **************** was informed that we had a system error that produced two different work orders that our operations unfortunately executed. Both projects were completed within 5/15 and 6/9. We apologized for the inconvenience and offered a discount of $350 that is currently being processed as a refund.We had not been notified that **************** is experiencing any issues with the stain as he stated in his complaint, but we wouldnt hesitate to address any areas of concern.

  Customer response

  10/08/2022

   
  Complaint: 18127132
  
  I am rejecting this response because:

  This is a false claim. First of all, they offered $150 after multiple phone calls. Then after 6 weeks of me calling and emailing, they finally agreed to a $350 refund on July 22, 2022. As of October 8, 2022 I have NOT RECEIVED THE REFUND. It has been 2 1/2 months. I have literally called every 3 to 4 days for months now and still no refund. In addition, the $350 does not even cover the damaged caused by the 2nd crew that wrongly re-stripped the deck while the furniture and flowers were still in place. This is more than an inconvenience, it was down right destructive to our property and I am still fighting for some small amount of restitution. THEN.... once I receive the $350 I will work on them fixing the traffic dirt marks. At that point I will finally be satisfied. Seems like I am asking for very little in the big picture of their system glitch. Clerical error does not explain why a trained technician would arrive at our house and not recognize that the deck had just been freshly stained. That is incompetence. 

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

  

  Business response

  10/26/2022

  We are working towards refunding the amount agreed upon. **************** will receive the refund in the same form of payment.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Deck Tech washed and sealed our new deck in May 2020. This spring we began to notice that the staining was coming off the deck and uncovered wood was showing. Deck Tech did some carpentry on our gazebo and the Director of Operations noticed that the deck was in bad shape. When we mentioned to him that the work was only one year old, he said he would report it to the staining group. After the carpentry work was completed, we contacted Deck Tech to get the new work stained to match the rest of the gazebo, and we mentioned that we never heard whether they were going to back their 18 month warranty. When I sent pictures of the work on the gazebo, I included a picture of the deck floor. Again, they never contacted us. When the crew came to stain the new work on the gazebo, we asked the crew manager about it and he said he didn't know anything about the deck floor. The floor is so bad that there are unstained sections, and if you run your hand over the floor, you get stain powder.

  

  Business response

  07/29/2021

  The notes were made on the work order regarding the plan of action to address the new boards as well as re-stain areas under warranty. It appears this may have been a misunderstanding from our crew chief ********/26/21. We apologize for the inconvenience this has caused and will be scheduling a field supervisor out there as soon as possible. Our field supervisor will recoat the faded areas on the floor as we had discussed with *************** on 6/30/21.

  Customer response

  08/06/2021

   
  Complaint: 15704897
  
  I am rejecting this response because: the field supervisor came to the house but did not recoat the boards on the deck.  He never asked us to take items of the deck, which is approximately 30 x 20 ft, in order to do any work.  While he was very nice, I got the feeling that he really didn't know what he was suppose to do.  I told him that Deck Tech has lost a customer and thanked him for coming.  He did offer an apology, which I accepted.  We commented that communication at the Deck Tech office was very poor.
  
  Sincerely,
  
  *************************

  

  Business response

  08/09/2021

  Our field supervisor was out to ******************* deck on 7/30/2021. Our supervisor answered ******************* questions. Although our supervisor had the equipment necessary, in their discussion, *************** was very clear that she was not going to allow him to perform any work to address the areas of concern. On Wednesday 8/4 our office staff called *************** to follow up on the previous visit. *************** stated the supervisor did not address the areas of concern because she did not allow him to. She stated she hired someone else to work on her deck.  

  Customer response

  08/11/2021

   
  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,
  
  *************************

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