Complaints

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• Initial Complaint

  Date:03/08/2023

  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.

  My deck was stained in June of 2022. The stain started cracking and peeling in 2022. I contacted the owner, he said the stain was bad and that he had contacted the manufacturer, ***** for a refund. he then said that he would completely re-do the deck with another stain manufacturer. I have not heard from him since August of 2022. I reached back out to him last week, and he stated that I didn't respond to his last message. He made no attempts to contact me in 7 months prior to that. My deck looks terrible and needs to be re-done. I want the full price that I paid him refunded to me.

  Business Response

  Date: 03/10/2023

  On 06/02/2022 - I performed the final service for *********************, his services included a pressure Wash, prep for deck stain, and deck staining.
  July 23rd, 2022 - **** contacted me letting me know the deck stain was failing. 
  July 24th, 2022 - I contacted the stain manufacturer, Cabot,  inquiring about failure. 
  July 26th, 2022 - I contacted **** expressing I was waiting on the response from the stain manufacturer and that my mother-in-law had passed unexpectedly that day, so as my family was in the middle of dealing with this heartache there may be a delay in my reply, but to be rest assured I would follow up.
  Aug 4th, 2022 -  I followed up with a response to **** informing him of the stain manufacturer's reply. At this time I also offered to give a free soft wash of the deck and restain the deck. I suggested we use a different brand so as not to have this happen again. I asked a question to ****, "How important is it to you to have a semi-transparent stain?" and waited for **** to respond as the response was necessary in order for me to order a new stain and for us to move forward in the process. 
  There was no response to my question from **** after this message was sent. 
  
  (I would like to add that from first meeting **** and up to this point, I had felt my interactions with **** had all been pleasant, respectful, professional, and with a mutual understanding of the circumstances, on both of our ends.)
  
   March 4th, 2023 - Then after 7 months of not hearing a response from ****, on Sunday, March 4th, 2023 at 7:12 am **** messaged me with a complaint, stating, "Never Heard anything back from you 7 months later. I have amended my ****** review, super disappointed, my deck looks absolutely terrible now." 
  I responded back during non-business hours out of courtesy at 8:28 am, " Hi ****, I'm terribly sorry but I did respond immediately and did not hear back from you. Please see attached screenshot". The screenshot was of my question to him on July 26th, 2022. I then left with my wife to attend church and after-church functions.
  **** responded back at 10:15 am acknowledging that I had responded back to him by stating, " You did but to be fair, you didn't follow up in 7 months of not hearing from me! I want my money back." 
  During the time I was unavailable **** responded again at 2:06 pm, this time with a threat, " I will file a complaint with BBB and file in small claims if my money isn't returned to me in 5 business days" 
  After returning from church, I checked my phone and received the last two messages both at once, while also finding that I was blocked from **** and unable to respond within the format we had been communicating. 
  Please note that **** did not even follow through with his own demand in his last message as he filed this BBB claim only 3 days after contacting me. 
  
  
  Had **** allowed me to respond to his final messages on Sunday, March 4th, I would have offered to pass along the refund of ********* stain that was given to me from ********* manufacturer and would have continued to work further with him to come to a resolution. 
  
  However, as **** did not respond to my question to address the stain failure concern timely thus the snow and moisture of the winter season sat on the deck, I agree with **** that the condition of his deck likely deteriorated more. Because of this, I would no longer be able to offer the same resolution today as I had suggested on Aug. 4th, 2022.  
  As **** instead chose to use demanding threats rather than continuing to communicate respectfully through this issue, and his character is not consistent with how we had previously communicated or is he even being consistent with his own demands for actions taken, I do not feel comfortable, nor in my best interest to proceed with finding a resolution without a third party involved. 
  
  Screenshots of our conversation are attached as verification. 
  
  A note to ****: 
  ****, I had enjoyed working with you, I understand the stain failing was beyond both of our control and is a frustration indeed, it is regrettable that we could not respectfully come to a resolution together. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19556230
  
  I am rejecting this response because: The business owner is not sincere in his intentions. He stated that ***** was refunding his money for the product that was supposedly defective, but it didn't jog his memory to reach out to me for a solution. He can frame this any way that he wants to, I am not the bad guy here. He obviously doesn't have the resources necessary to run a business. Things happen sometimes, its how you take care of these things that define you as a successful business. The good news in all of this, is that this business wont be around for very long. The bottom line here is that my deck looks terrible, its a ********-do, and it seems that I have hurt his feelings for being incompetent.

   

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