Complaints

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SNL came out to Power wash and stain my deck and to replace boards on my deck in November of 2022. After they did it I called and spoke to the guy who did it because there was some issue. They came and did some work and left. I called in the spring and spoke to someone and they sent someone out and stated that the deck should have been a tear down and he forwarded me to the owner. I spent over $4000.00 and he stated that I would need to hire a contractor. The work looks terrible if I would have none this I would not have spent that amount of money. They never said from the beginning that there was dry wrought and that the deck needed to be torn down. I feel like I was taken advantage of. I would like a full refund in the amount of $4000.00.

  

  Business response

  09/13/2023

  ************ received what she contracted us for and then some.  We came back 3 times to keep reparing areas she would find that "nobody told her about."  She holds zero accountability in this process, meaning she wants to leave it on us as to how far we should have gone repairing her deck instead of taking a look and giving us a clear scope.  She claims "she didn't know there was any rot", but in several emails she called out more rotten lumber that was not on her original scope.  We spend $484 more on lumber than she was quoted for in attempt to remedy the situation.  There were some areas that she told us to patch in lieu of replacing where we used a 2-part epoxy wood repair putty, so those areas weren't perfect.  The stain job on her deck looked good.  Being in business 20 years and having a 5 star average on ****** with over 300 reviews just might say something about our company's caracter...we go above and beyond on a regular basis.  ************ was expecting us to come back indefinitely until she couldn't find anything more to repair on her deck, but we delivered what was on her contract and then some.  She wants to hold us accountable for not advising her she needed a new deck, which is subjective and significantly more expensive than what we did for her.  I'm sorry, but there is nothing further we are willing to do for her, and we are not willing to work for her going forward.   

  Customer response

  10/29/2023

  My original bid was $3187 for deck prep, staining and carpentry. After power washing my deck, I contacted SNL that there seemed to be a lot more damaged boards and they came out to look and then emailed me another bid to fix everything and sent me another bid for $1030 more, which I agreed to, and ultimately paid. (I am confused about the $484 in unpaid lumber SNL refers to below, as I was never told about this.) I told SNL that I was willing to pay whatever was needed to repair everything. I am also confused about SNL patching with epoxy wood putty instead of replacing the boards, as that was never discussed as an option with me, and was done without my consent. (I thought they were going to come out and replace the damaged boards.)

  When ****, Field Manager from SNL came out to fix the sloppy putty job, he texted me afterwards Really that post plus a bunch of your other post should be replaced. The patch is just a bandaid it will not fix the under lying issue of wood rot. (See attached photo of text). Then when I spoke to **** on the phone, the owner of SNL Painting, this past summer, he told me that **** told him it shouldve been a tear down.

  I do not appreciate that SNL is making me out to be a difficult customer. From day one I have clearly stated that I would pay for all labor and materials. I am now worried about the safety and integrity of my deck. I would not have proceeded with this work with SNL Painting if I had known from the beginning that I had rotten posts and that my deck should have been a tear down. (I would have looked at getting the deck fully replaced instead.)

  It is not ethical business practice for SNL Painting to not inform me at the time of the bid, and prior to me agreeing to the bid, that my deck was rotten, and should be a tear down. Over 4k later, I feel like SNL Painting has taken advantage of me. 

  Customer response

  10/29/2023

  Complaint: 20593031
  
  I am rejecting this response because:
  My original bid was $3187 for deck prep, staining and carpentry. After power washing my deck, I contacted SNL that there seemed to be a lot more damaged boards and they came out to look and then emailed me another bid to fix everything and sent me another bid for $1030 more, which I agreed to, and ultimately paid. (I am confused about the $484 in unpaid lumber SNL refers to below, as I was never told about this.) I told SNL that I was willing to pay whatever was needed to repair everything. I am also confused about SNL patching with epoxy wood putty instead of replacing the boards, as that was never discussed as an option with me, and was done without my consent. (I thought they were going to come out and replace the damaged boards.)
  When ****, ***** Manager from SNL came out to fix the sloppy putty job, he texted me afterwards Really that post plus a bunch of your other post should be replaced. The patch is just a bandaid it will not fix the under lying issue of wood rot. (See attached photo of text). Then when I spoke to **** on the phone, the owner of SNL Painting, this past summer, he told me that **** told him it shouldve been a tear down.
  I do not appreciate that SNL is making me out to be a difficult customer. From day one I have clearly stated that I would pay for all labor and materials. I am now worried about the safety and integrity of my deck. I would not have proceeded with this work with SNL Painting if I had known from the beginning that I had rotten posts and that my deck should have been a tear down. (I would have looked at getting the deck fully replaced instead.)
  It is not ethical business practice for SNL Painting to not inform me at the time of the bid, and prior to me agreeing to the bid, that my deck was rotten, and should be a tear down. Over 4k later, I feel like SNL Painting has taken advantage of me. 
  
  Sincerely,
  
  ******************************************

  Customer response

  02/14/2024

  2/15/2025 PE:  Consumer responded and stated that she is still looking for a refund of $4000.00.  

  2/14/2024 PE:  Reached out to consumer via email to inform her that the complaint has moved to mediation and that I was assigned as mediator.  Asked for a response; whether there had been any resolution between the two parties.

  Customer response

  02/15/2024

  My original bid was $3187 for deck prep, staining and carpentry. After power washing my deck, I contacted SNL that there seemed to be a lot more damaged boards and they came out to look and then emailed me another bid to fix everything and sent me another bid for $1030 more, which I agreed to, and ultimately paid. (I am confused about the $484 in unpaid lumber SNL refers to below, as I was never told about this.) I told SNL that I was willing to pay whatever was needed to repair everything. I am also confused about SNL patching with epoxy wood putty instead of replacing the boards, as that was never discussed as an option with me, and was done without my consent. (I thought they were going to come out and replace the damaged boards.)

  When ****, Field Manager from SNL came out to fix the sloppy putty job, he texted me afterwards Really that post plus a bunch of your other post should be replaced. The patch is just a bandaid it will not fix the under lying tg of wood rot. (See attached photo of text). Then when I spoke to **** on the phone, the owner of SNL Painting, this past summer, he told me that **** told him it shouldve been a tear down.

  I do not appreciate that SNL is making me out to be a difficult customer. From day one I have clearly stated that I would pay for all labor and materials. I am now worried about the safety and integrity of my deck. I would not have proceeded with this work with SNL Painting if I had known from the beginning that I had rotten posts and that my deck should have been a tear down. (I would have looked at getting the deck fully replaced instead.)

  It is not ethical business practice for SNL Painting to not inform me at the time of the bid, and prior to me agreeing to the bid, that my deck was rotten, and should be a tear down. Over 4k later, I feel like SNL Painting has taken advantage of me.

  

  Business response

  02/20/2024

  2/20/2024 PE:  Spoke with ****.  He asked to see pictures of repairs which I will send.  He has pictures of what the deck looked like before they began.  He is sending those.

  Customer response

  03/01/2024

  I have signed the Arbitration agreement and faxed back to you/BBB.

  Thank you,

  ******************************************

  3/1/24

  Customer response

  04/19/2024

  The business contacted me privately and offered me $1000.00 to drop the case. 

  

  Business response

  04/19/2024

  *******,

   

  **** with SNL Painting, **** here.  Ive been contemplating the BBB dispute about your job, and while from my side of the fence I feel like my company and employees did everything to fulfill our contractual obligations for a satisfactory job, I do understand regardless of how I feel about the service we provided you are not satisfied with our consultation and ultimately, the work done on your deck.

   

  Putting myself in your shoes, I can see how you wanted everything repaired on your deck so its solid and looks nice, and after reviewing everything it appears the only thing remaining to really make it the way it needs to be is getting the one post replaced that has rot on it.  Im sure its frustrating that there is something that still needs to be done to the deck after all of the back and forth between us.  Id like to apologize, extend an olive branch, and help get that taken care of.

   

  While Im not comfortable with my company doing the work to replace that post as its above our pay grade, Id like to offer you $1,000 to help cover the cost of replacing the post by someone else.  Let me know if this is an acceptable resolution, and if so, well mail you a check.

   

  Sincerely,

   

  *************************

  SNL Painting, ****

  ************

   

  

  Business response

  04/19/2024

  *******,

   

  **** with SNL Painting, **** here.  Ive been contemplating the BBB dispute about your job, and while from my side of the fence I feel like my company and employees did everything to fulfill our contractual obligations for a satisfactory job, I do understand regardless of how I feel about the service we provided you are not satisfied with our consultation and ultimately, the work done on your deck.

   

  Putting myself in your shoes, I can see how you wanted everything repaired on your deck so its solid and looks nice, and after reviewing everything it appears the only thing remaining to really make it the way it needs to be is getting the one post replaced that has rot on it.  Im sure its frustrating that there is something that still needs to be done to the deck after all of the back and forth between us.  Id like to apologize, extend an olive branch, and help get that taken care of.

   

  While Im not comfortable with my company doing the work to replace that post as its above our pay grade, Id like to offer you $1,000 to help cover the cost of replacing the post by someone else.  Let me know if this is an acceptable resolution, and if so, well mail you a check.

   

  Sincerely,

   

  *************************

  SNL Painting, ****

  ************

   

  Customer response

  04/19/2024

  See email from SNL owner below, making me an offer last night. I am not interested in this offer and would like to continue with Arbitration. Thank you.

   

  From: ************************* with SNL Painting <*******************************>
  Sent: Thursday, April 18, 2024 9:51 PM
  To: ******************************************** <***********************************************;
  Subject: SNL offer for resolution
  
  *******,
  
  **** with SNL Painting, **** here.  Ive been contemplating the BBB dispute about your job, and while from my side of the fence I feel like my company and employees did everything to fulfill our contractual obligations for a satisfactory job, I do understand regardless of how I feel about the service we provided you are not satisfied with our consultation and ultimately, the work done on your deck.
  
  Putting myself in your shoes, I can see how you wanted everything repaired on your deck so its solid and looks nice, and after reviewing everything it appears the only thing remaining to really make it the way it needs to be is getting the one post replaced that has rot on it.  Im sure its frustrating that there is something that still needs to be done to the deck after all of the back and forth between us.  Id like to apologize, extend an olive branch, and help get that taken care of.
  
  While Im not comfortable with my company doing the work to replace that post as its above our pay grade, Id like to offer you $1,000 to help cover the cost of replacing the post by someone else.  Let me know if this is an acceptable resolution, and if so, well mail you a check.
  
  Sincerely,
  
  *************************
  SNL Painting, ****
  ************
  

  Customer response

  04/19/2024

  Complaint: 20593031
  
  I am rejecting this response because I am requesting to be reimbursed in full. I would like to continue with the steps towards Arbitration.
  
  
  Sincerely,
  
  ******************************************

  Customer response

  04/30/2024

  I would like to keep all communication through the BBB. 

  Customer response

  06/05/2024

  Called to say that the complaint on the site should not read as closed. Asked why there is no detail. 
  

  

  Business response

  07/23/2024

  Please see attached ATA. 

  

  Business response

  09/10/2024

  Please see the attached documentation. 

*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. ↩