ComplaintsforCreative & General Home Improvements Co., Inc.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of service approximately 6/18/2023. 1. The Business I hired, Creative & General Home Improvement****** ***** owner) committed to me: 2. A. Replace/secure boards as instructed/as needed, B. Pressure wash/prep entire surface, C. Stain entire deck/railing. To my satisfaction. 3. Price paid$1600.00.. The company never supplied me with an invoice. Even after requested multiple times. ***** ***** promises to me were all verbal: To clean/prep surfaces, stain deck/railings with a durable appropriate staining product with a reasonable life expectancy, and to replace deck/railing boards as needed. ***** ***** later increased the price by $400 for additional stain needed, bringing it up to $1600. 4. Complaints: Stain will not adhere permanently to deck surface - flaking or peeling and will not resist stains. When attempts to clean the deck’s surface, the stain finish disintegrates. Given the stains instability and inability to adhere, the stain chosen by ***** ***** apparently isn’t appropriate for my deck. 5. To rectify the problem, I have requested that they address my issues and correct them. They seem to think light of my problem and will not cooperate.

  

  Business response

  08/15/2023

  Customer hired me to pressure wash, stain deck and replace several boards, which were done to his satisfaction and I was paid.

  Customer implies that stain is not adhering to deck surface. The picture he sent me of pealing paint was of two small spots about a 1/2" in diameter, not of large sections of pealing paint. The boards he asked me to replace were some of the worst but to expect perfect adhesion on a deck that has been coated multiple times and has highly compromised material is not reasonable. These issues were explained before doing the job but he chose to stain the deck anyway. 

  Because he had read some poor reviews of the product used, Valspar solid stain, he jumped to conclusions that I was using an inferior product, which it is not. Nevertheless, because of his dissatisfaction, Lowe's refunded me for all the stain and I in turn refunded him for these costs.

  After the refund he bought a new product that was supposed to be the same color to what I had used and tried to apply it himself, discovering that it didn't match. That is unfortunate but he contacted me to redo his whole deck (at least a two day job) at my own expense.

  In all our correspondence I haven't found a request for a receipt. Perhaps I missed that verbally and will be happy to forward that on.

   

  Customer response

  08/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: the product isn’t a factor here. It is the fact that the supplier of service chose the wrong product for my deck along with ineffective surface prep and the application of the stain.
  
  Sincerely,
  
  ******* **********

  

  Business response

  08/17/2023

  Valspar Solid Stain is one of the top rated products on the market and I've used it for years with never a problem. Customer's large deck was thoroughly pressure washed and allowed to dry over night. I even went back about a week later to do some touch-ups and the customer seemed satisfacted and happy. The pictures the customer sent afterwards of the deck looked good considering the wear and tear of an aged deck. It looks much better than it did before It was stained but no product can work miracles to make old wood look new.

   

  Customer response

  08/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: given the project’s condition, the stain product has repeatedly failed to protect(see photos) and final approval from me was never given and multiple customer feedback disputes ******* product testament. I claim that it’s very apparent that the product chosen and my project are a very bad match. I just want it fixed. A deck stained that will last for at least 4 year and not just 4 months.
  
  Sincerely,
  
  ******* **********

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