Complaints

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• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 April 19 2023 we had revive power washing wash our house +2 decks with a soft wash system when our decks dried both decks were faded white +blotchy. I called them back and the guy that estimated our house said someone would stop back the next morning to re-rinse the decks,it did not correct the problem so I called them back and the same guy told me that the decks were dirty and they never had any problems with any other decks that they cleaned I don't believe that?? this same guy never once came out to our house to look at the decks, we never signed any contract and they never disclosed what type of chemicals they were using on the house and decks there process also burned some of my landscape plants around my decks,there way of dealing with this was giving our money back and having a painting contractor come out to our house for the decks the painting contractor said to us i do not recommend painting the decks you will have problems,the paint will peel and chip not recommended to do,he went back and told them we did not want it done,we have repeatedly tried to call them back and also tried to reach the owner of the business,they have never got back in touch with us since,now if we try to call them they never answer the phone,pretty bad customer service for a 5 star rated business

  Business Response

  Date: 07/03/2023

  We provided service to the customer on April 19th, 2023 for a house soft washing and a deck washing. Attached is the proposal that was accepted and scheduled on April 11th 2023. The customer informed us on the afternoon of April 19th they were not happy with the results of the deck. We sent a crew out the following day to re-wash the deck. The customer was still not satisfied with the results after re-washing, so our operations manager was scheduled to visit on Friday April 21st to inspect the deck.

  Upon inspection of the decking our operations manager noted the deck appeared to show signs of weathering and sun fading. Our operations manager specifically noted an area under a mat that was noticeably darker than the rest of the decking due to it being covered and protected from the sun. This scenario is a tell tale sign of weathering. After the inspection, our operations manager again attempted to re-clean the deck to get a satisfactory result for the customer. That Friday evening the customer contact our sales representative notifying him the deck was still not acceptable. Our sales representative notified the customer that he would meet them at their property to review on Monday morning April 21st. 

  On the morning of April 21st, just before 8am, the customer arrived at our place of business in a hostile mood and began harassing our team members. Our sales representative was called into our place of business to handle the customer and when the sales rep arrived, he attempted to defuse the situation and asked the customer to leave our property due to their behavior. After the customer left, they had a phone conversation with the sales rep to discuss the deck. 

  Out of the conversation, the customer stated they wanted us to "replace the deck". Due to our findings and inspection of the decking, the discoloration in question is due to weathering, not the cleaning process. Our company cleans over 200 composite decks each year and over the years the technology in the composite decking changes. Some products hold up great to weathering and others do not. There is no way to tell exactly what product we are working with each time so our cleaning process is conservative as to cover all the different types we may encounter. Additionally, it is difficult to identify any signs of weathering prior to cleaning since the surfaces are typically covered with dirt or mildew. Many times the weathering effects are not fully revealed until after the dirt & mildew are washed away to expose a clean surface. In this case, it was not noticed until after the cleaning was complete. Since we were unsuccessful after multiple attempts to achieve a satisfactory result for the customer, we decided to refund the customer their full amount of the job. 

  In a good faith effort to help the customer achieve an acceptable end result, we connected them with a local professional painting company who could stain the deck to bring it back to the original look. After some schedule coordination the painter and customer were able to meet. At this meeting, the customer showed the painter a product they wanted to have installed on the deck. The painter was not familiar with the product so they were not comfortable installing something they did not have a track record with for the customers sake. The painter had great success with a composite decking stain, but the customer was adamant on a paint product they wanted to use. Since the painter advised against the paint product, and the customer not wanting to use anything else, the conversation ended there. 

  After refunding the customer their money and a failed attempt at helping resolve by connecting them with a professional painter, we had no additional responses to the matter. 

  Customer Answer

  Date: 07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  First off the operations manager was not scheduled to visit on Friday April 21 to inspect the deck and they never came to inspect the decks at any time my wife was home from April 21 till May 1 and no one came to look at the decks. Are decks where not weathered before they came we have pictures from March 4 2023 that shows no weathering to the decks,we had friends and family over for dinner on April 22 and they said what happened to your decks they look white, also the color under the mats were not darker they were white because of a rubber backed Mat we had their on the front and the back doors they didn't come back to redo the decks a second time per the operation manager, no sales representative notified us that somebody would meet us at the property to review on Monday morning April 21.around 8:00 am Monday April 21 we went to the business and asked somebody who was standing outside if *** was there they said no we said can you call him and have him meet us here and it was not in a hostile mood and we were not harassing them they said they would call him and they did and said *** was on his way and we said we would wait in our car and we did, *** came and we got out of our car which is away from the entrance and *** said to get the **** off the property we told him to come and look at the decks they were faded and blotchy and smelled like chlorine,he said he would that day we were home all day and my wife was home the whole week after that. We contacted *** again and *** said he would send someone over to look at the decks, and it was a painter and the painter said you do not paint or stain  pvc decking you will have problems in the future with peeling he said he wouldn't recommend it, so the painter went back to tell *** that we didn't want to have it done we told the painter about a product and he didn't know anything about it because he's a painter  our decks are pvc not composite decking and *** knew that and our decks were not covered with dirt and mildew we have pictures to prove it upon request, so we found a company to put this stuff on which isn't a paint product or a stain product ,that its their stuff and our decks look better no fading no blotchiness yeah they gave us our money back but we had to pay $700 to have this done.we also have pictures of after they cleaned it where they had their hoses laying on our deck that the cleaner didn't get under the hose how dark our deck looked there's a long dark line from hose we have pictures of that also and yes they did have additional responses from us my wife called and *** answered when he knew it was my wife he hung up on her we tried multiple times to contact the owner **** the office girls said they would have him call us twice, they said he will call you back. He never did we called five times after that they stopped answering the phone anymore and we have the phone records on that. Whatever their product was it also burned some of our plants around the decking. A lot of the stuff they're saying in the responses is inaccurate. 

  Regards,
  
  ***************************

  Customer Answer

  Date: 08/08/2023

  So we told you we have proof upon request of how our deck looked two months prior to them power washing, and how it looked after they power washed it. You could see a big difference in the pictures we have pictures.we had sent you a response in reference to revives response to you and we didn’t hear back. So I guess they win we loose when there at fault