ComplaintsforInsideout Building Services

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a deck being built by this person, he took my money in November and he started to do the work and never finished the work. He didn't do in between the boards on the floor. The deck is real powdery, the stains get on my shoes. There are cracks in the wood.

  Business response

  09/14/2021

  To whom it may concern,

   

  I am writing a response to the complaint filed by ****** ****** on 8/9/2021 regarding a deck renovation project I was hired to complete.

   

  I would like to give you a brief history of my relationship with Ms. ****** to start with. Ms. ****** communicated mainly through text messages so most correspondences will be in that format.

   

  Prior to the work in question, I had completed several projects for Ms. ****** in which she was pleased with the work and manner in which it was completed ( I can provide texts messages to confirm). I started work for her in late November of 2019 for other projects besides the deck. At the time the deck project in question was discussed but she decided to hold off due to the expense of multiple other projects. During the time I worked with Ms. ****** she would bring up other contractors that she worked with in the past and was working with on other upcoming projects and how she was unhappy with their work, and often would confuse the work I was doing with past contractors and work that had already been completed by them. This did draw some concerns but since she was a friend of my mother-in-laws I continued to work with her (you will notice in some text messages of her confusion I am speaking of). I worked for her during the end of 2019 and winter of 2020 on several smaller projects she asked me to do. As of May 2020, we discussed the deck project again and decided to go through with it.

   

  In her “Statement of the problem”, she stated that

   

  1. “he took my money in November and started to do the work and never finished the work.”
  2. “He didn’t do between the boards on the floor.”
  3. “The deck is real powdery, the stains get on my shoes.”
  4. “There are cracks in the wood.”

   

  I would like to address each statement separately. As you will see in the attached text messages,

   

  1. I never received a down payment for the deck project until May 14, 2020. My contracts state that I receive the final payment when the work is completed. On two separate texts, she stated “Love my deck”. (June 19^th and 23^rd)
  2. Did several other smaller projects for her after completing the deck project, and she brought to my attention that she wanted the stain to go further on the deck boards, there were knots in the wood and some cracks in the wood. I explained that since she did not choose a stain until well after the installation of the deck, that I could not get all the way to the bottom of the deck board (through the spaces) without spraying it or taking each board off to do so. We both agreed that I would try to reach with a brush or sponge brush in between the boards instead of the previously mentioned solutions. Also explained that usually the client chooses a stain prior to construction so I can stain the boards prior to installing them.
  3. I was unaware of this issue and have no communications from Ms. ****** that would make me aware of this.
  4. When Ms. ****** brought her concerns about natural occurring flaws in the cedar, such as small cracks or knots, I explained to her that all wood will have some form of naturally occurring flaws and that if that was not the look she wanted we would have to look into a man made product such as composite boards.

   

   

  Here is a timeline summation of our text conversations:

   

  May 11, 2020 – discussed bid for deck.

  May 13, 2020 – Ms. ****** requested I schedule her deck for June 2020. I requested a down payment to reserve the date and move forward with ordering the materials for her project. Which is standard practice for me.

  May 14, 2020 – picked up down payment. Requested she decide on a stain prior to start of project. Ordered materials for project.

  June 9, 2020 – Started existing deck demo.

  June 10-13, 2020 – Started installation of new deck and completed construction of new deck.

  June 16, 2020 – Onsite to sand and stain but customer had still not decided on a stain color. Completed the sanding of all deck material to prepare for staining.

  June 18, 2020 – Ms. ****** became demanding in her texts to complete the job and my response was I would like to but she has not gotten back with me on the stain color. I took the initiative to pick out several colors that matched her neighbors (which she liked) and made a sample board to have her decide.

  June 19, 2020 – Since Ms. ****** was seeming to make accusations in previous conversations, I brought my wife along as a buffer and witness to what may transpire. It helped because Ms. ****** thanked me for bringing my wife and also commented in the same text , “Love my deck!”

  July 7, 2020 – Once again Ms. ****** seemed to be upset and demanding. “I am expecting a call from you today. I paid you and you have not finished the job. I will be calling the BBB if this is not resolved. I also paid you for the stain and expect you to give it to me as well as a refund for the job you did not finish. Thanks, ****** ******”

  I responded (see attached copies of text messages), but in short, there was no stain left over, my contract states that I am paid in full when project is completed and since she paid in full my understanding was that the project was completed. In the same group of text messages she apologized to me for being so rude. (Just a note so you can gain perspective on her state of health. From November of 2019 to my last communication with her on November of 2020 she continually spoke of health issues , unclear thinking, confusion and so on. I am not sure if this has any bearing on her complaint or not.)

   

  On a few occasions I went onsite to remedy the issue with the stain in the cracks during late June and early July. At this time, my understanding was that all was good. I was completed with the work and she had paid me according to the contract.

   

  In September of 2020, she started the same complaint as before and what is in your report (ID#********). I still tried to accommodate her request to remedy the issue of the floor board cracks and the stain. Due to Covid limitations, weather conditions and a full schedule we were unable to get back out before the late fall/winter weather kicked in.

   

  November 6, 2020 – received a text telling asking what’s next but then an immediate “disregard” response. At this time, once again my understanding was that all is well and our transactions were completed.

   

  Until I received a recent letter from you.

   

  I have attached several text messages, but not all, that represent my timeline summation of events.

   

  Please let me know if you need anything further.

   

  At this point, I am unsure of what I can do to accommodate Ms. ******’s request as it seems unreasonable to refund her money for the entire project in order for her to have someone else do what I have already completed and have shown that I am willing to come onsite multiple times to accommodate her requests at my expense.

   

  My offer to a solution:

  If spraying stain in to the deck board cracks will remedy her request, then I am willing to provide the labor to do so, but am requesting that she covers the cost of the gallon of stain . I will also have to have a third party onsite with me as witness to completing the remedy.  I also want a signed statement, upon completion ,that all work is completed and no further discussion or action will transpire from either party.

   

   

  Thank you for your time. If you have any further questions, please contact me.

   

  PS. I tried to send the texts but was unable to . I will trying to condense them and resend.

   

   

  **** ******

   

  InsideOut Building Services

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