Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/09/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23rd, 2023, we hired Innovative Renovations to reseal our deck for $1640. **** ********, the owner, assured us that the deck was in excellent condition and suggested skipping the power washing step to save money. However, upon inspection, it was revealed that the surface was not adequately prepared before the work was done as we had assumed. **** then pressured my wife for cash payment before I had a chance to inspect the finished product, but upon closer examination, it was found that the work had not been carried out as promised, much less at all and leaving the deck unsealed. I have photographs from August 2020 showing how the deck was properly sealed previously. **** neglected to remove basic items from the deck, such as a charcoal barbecue grill, and left two protective grilling mats unmoved while claiming to seal the deck thereby leaving visible traces of dust and dirt beneath them after he had claimed to do the work. This evidence demonstrates that the work was never executed. Upon contacting **** to express our dissatisfaction, he resorted to lying and obfuscating the agreed-upon terms, proving that he had no intention of fulfilling his promises or providing a refund. After numerous attempts to resolve the issue, it became evident that **** had no interest in finding a mutually beneficial solution. We are reaching out to the Better Business Bureau (BBB) as a first step, understanding that legal action may ultimately be necessary to safeguard our consumer rights. We remain resolute in holding **** accountable for his actions and seeking the resolution we rightfully deserve.

  Business Response

  Date: 10/10/2023

  The wife was concerned about saving money, We merely suggested to skip the power washing in order to save them money. I never talked them into anything. I only SUGGESTED skipping the power washing to the wife because she stated on a few occasions how they wanted to save the money, it was a suggestion, not a demand. We never do what the homeowner tells us NOT to do. That wouldn't make any sense. We clearly told the homeowner that ALL property must be moved off, or away from the deck in order for us to do our job. However, nothing was removed from the deck, so we had to maneuver the property around in order to do our job. The homeowners, who live there, knew the condition of the deck, they permitted us to move forward. When the SUGGESTION of skipping the power washing was mentioned they agreed and permitted us to do the job, and they were never charged them $160 for the power washing.

  As far the clear coat goes on the deck, when I showed up to do the estimate the deck was extremely dry. A lot of the boards looked warped and it was obviously the deck hadn't been treated for a few years. It was explained to the customer, (husband and wife) that when we applied the clear coat the deck sucked it up because it was so dry. But he INSISTS that we never did anything to it, basically saying that WE DID ABSOLUTLY NOTHING, calling us liars. I have witnesses to the fact that we DID the job and the worker who worked on the job with me as a witness. Clear coats are meant to do yearly, and  he deck was in a dry neglected state, because of neglection. Clear coats DO NOT do much to protect the deck boarding, they do not protect against UV rays to keep the wood from drying out. The deck condition was in the state it was long before we ever stepped foot on it. The homeowner is refusing to understand that when the deck is that dry that is the reason for sucking up the stain. (NOT BECAUSE WE DIDNT DO OUR JOB. When I told him we could apply another coat of stain but we would have to charge him for 3rd coats, he became angry with the truth and started saying how we never applied the first coat, calling us liars, which is an insulting false claim. He refuses to understand how dry the deck is from past neglect. Lastly when the wife returned home that day, she could clearly see the deck was darker in color. she said not much, but a little. She said she could barely tell a difference. I explained that a clear coat IS Not going to really make a color difference, she understood that. She paid us and we left. She was happy to pay us. 

  Customer Answer

  Date: 10/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  **** alleges that my wife had an excessive preoccupation with
  saving money, and while it is true that we always strive to be financially
  prudent, we never compromise on properly caring for our property and executing
  tasks with utmost precision. This is especially relevant when considering the
  advice we received from ****, an alleged "expert" who assured us that
  our deck surface did not require power washing or any other form of treatment
  prior to sealing. Astonishingly, he even went as far as proclaiming that our
  deck was in "excellent condition" due to its relatively young age of
  only five years. Consequently, we would have never overlooked the crucial power
  washing stage had we been properly informed.

  It
  is worth noting that **** failed to emphasize the importance of clearing the
  deck, perhaps because it only contained two items and lacked the presence of
  furniture such as chairs, tables, or other outdoor fixtures. The sole contents
  were two grills, conveniently equipped with wheels for easy mobility, and their
  accompanying protective mats. Regrettably, these mats were never relocated
  throughout the process. Interestingly, upon moving them now, it becomes evident
  that the work **** claims to have completed was never executed at all.
  Accumulated dust and debris persist, and remnants from a previous undertaking
  in June 2020 are still discernible.

  In light of these
  circumstances, it is imperative to address this matter with the utmost
  professionalism and diligence.
  

  He asserted, "Clear
  coats do not provide significant protection for the deck boarding, nor do they
  shield against UV rays to prevent the wood from drying out." It appears
  that he is using the term 'clear coat' in a generic manner, allowing him to
  claim various applicable products. However, he sent my wife a picture of the
  product he purportedly applied to my deck, namely the "**** Premium
  Transparent Waterproofing Wood Finish." The label on this product
  indicates a durability of 4 years on decks and all-weather protection. Upon
  visiting the **** website to closely examine the product, [ *****************************************************************************************************************************************************************  ] it
  becomes evident that it states, "This 100% acrylic formula effectively
  seals out the elements and the harmful UV rays of the sun." It is
  important to note the emphasis on UV rays (ultraviolet rays). This serves as a
  prime example of how he fabricates facts out of thin air. The primary feature
  of the product he claimed to have used on my deck explicitly states that it
  provides UV protection for a minimum of 4 years and not once a year as he so
  claims. This is similar to the product I had applied to my deck a mere 3 years
  ago. I possess timestamped pictures showcasing the remarkable outcome of that
  application, clearly demonstrating how the water beaded up after rain or when
  the deck became wet, effectively safeguarding the wood. In contrast, the
  pictures I have of my deck after **** claimed to have worked on it reveal how
  the water is penetrating the wood, indicating that no work was actually
  performed on his part. To assert that "the deck's condition was in the
  state it was long before we ever set foot on it" and that I neglected it
  is simply dishonest and false.

  The undeniable truth is that
  although he and his assistant made an appearance and put on a show for my
  neighbors, he failed to fulfill the work he charged us for, as the desired
  results are simply non-existent. There are no credible witnesses to attest that
  he actually performed any work, apart from a potential assistant. Upon reaching
  out to him directly to hold him accountable for his promises, he resorted to
  deceitful tactics. His statements crumble under scrutiny, especially
  considering that I possess time stamped photographs of my deck before and
  after, along with a comprehensive record of all the text messages exchanged
  between him and my wife. Additionally, I have a receipt of a bank withdrawal on
  the day he claimed to have completed the work, as a means to pay him in cash.
  

  It baffles me why he refuses to rectify this situation and move forward.
  Ideally, I would prefer to resolve this matter through the Better Business
  Bureau. However, if necessary, I am more than prepared to pursue legal action
  in small claims court, which would entail charging him for collection fees and
  other expenses, including my time required to properly resolve the claim. I am requiring a full refund so that I can buy the proper tools to do the job myself properly
  
  
  Sincerely,
  
  
  
  ******* O*******

  Business Response

  Date: 10/13/2023

  We applied 2 clear coats to
  the entire deck, as requested. The stairs have 3 coats and the rest of the deck
  has 2 coats, 6 gallons total. With at least 2 witnesses.
  

  For whatever reason, the wife was concerned about the cost, so
  when I asked her if she "Would you like to skip the power wash to save the
  money,"  she said "YES" and even confirmed it with her
  husband. So, not only was that ONE confirmation from one homeowner, but
  TWO!  We would have been more than happy to power wash that deck. In fact,
  it would have only taken 2 hours to do it and we would have made a $180 more.
  

  Need
  I remind,,,,WE ESTIMATED THE JOB WITH THE POWER WASH IN THE FIRST PLACE,
   I gave the quote and was asked by the wife how they can save money!!
  What's so hard to understand about this?  You can't save the money and
  then turn around and complain about the services (You and your Wife) opted out
  of having done! 
  When
  the wife got home she was happy and said everything looked good, (We did what
  we said we would do and that's why she paid us.) By the way, the deck boarding
  has NOT been properly maintained. That is the reason for the dried shrinkage
  and somewhat warped boards.

  
  

  Customer Answer

  Date: 10/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I will present this matter in a straightforward manner.
  The work that **** asserts he completed and was duly compensated for was, in
  fact, not executed. To compound the issue, he has shown refusal in
  rectifying the situation despite being contacted about it.
  The initial
  set of photographs were captured after a rainstorm, dating back to July of
  2020, subsequent to the correct treatment and sealing of the deck. These images
  clearly depict a clean deck effectively repelling water, as expected.
  Conversely, the second set of pictures were taken shortly after rainfall, a
  mere couple of weeks after **** claimed to have completed the work. These
  images undeniably reveal a deck that is in dire need of attention and
  treatment.
  Based solely
  on these pictures, one conclusion becomes glaringly evident: **** never
  fulfilled the work he professed to have accomplished, for which he charged me. I possess a considerable number of additional items similar to the ones I am currently showcasing here, including pictures and texts. I am fully prepared to provide these materials in a small claims court, if required.
  In light of
  these circumstances, it is imperative that appropriate action be taken to
  address this matter promptly and ensure a satisfactory resolution.

  
  Sincerely,
  
  
  
  ******* O*******