Chads Design Build

Review: Chad's carpentry built a new deck for me. He recommended cedar wood. Some pieces already had cracks in them when installed. One of the workers told me that's common with wood. I was never able to use the deck since it snowed in November. The portion of the deck did not survive the winter without damage. Steps are warped,boards are cracked. I asked [redacted] to come out and we discussed this. On 5/5/14 [redacted] came to my home. We looked at the deck. I voiced my concerns. He asked me what I wanted him to do. I told him I wanted a refund and may report him to Revdex.com. I told him this is not threat but a sign of my dissatisfaction.

I never heard from him. I sent an email on 5/28/14 with my concerns again and asked him what he can do about it. He never replied. Please help me. I pd $17,000 for the deck. I don't think the deck can survive another winter nor are the steps safe. I also told this to [redacted]. The part of the deck under the snow is faded. Boards have prior and new cracks in them.

Deck was started Nov 2013. Final payment was made in April when a worked came out and installed top soil and grass seed b/c the deck was not even with the ground. Even though I had concerns I was told I had to make the final payment. This was done on 4/30/14.Desired Settlement: I would like the full payment $17,014.00 refunded. Thank you.

Business

Response:

To Whom It May Concern,

I am responding to the customer

complaint from [redacted]. I disagree

with [redacted] on a number of factual points, and I believe, upon inspection, that

we provided [redacted] with a quality deck product, consistent with all of the

information that we provided to her prior to installing her new deck. I had not yet been able to respond to [redacted]

after meeting her in May, due to emergency surgery which I had in mid-May. I was not at work from May 14 until June 1,

recovering from an appendectomy. Now I

am responding to this complaint. In my

view, I think [redacted] regrets choosing real wood; but she made that choice. I gave her the option of stained cedar or

Trex, and she chose cedar.

In October of 2013, I met with

[redacted] to discuss replacing a wood deck that was collapsing on the back side of

her house. I explained that we would be

happy to remove this structure and to build a properly supported deck, with

options for the decking. I priced

stained cedar and Trex synthetic materials.

I discussed with [redacted] the pros and cons of both materials. I explained that wood requires ongoing

maintenance, whereas synthetic material will change over time and cannot be

refinished. Since [redacted] already had a

wood deck, she certainly understood some of the disadvantages of wood; but she

decided to hire us to build a new deck with real wood decking.

The weather in November was

unusually cold, but we were able to complete the deck prior to Thanksgiving, as

promised. Final landscaping details had

to wait until spring due to the weather, and I did not ask for final payment

until April when the landscaping was completed.

We had the decking professionally stained in a heated area off-site,

prior to installation in November, to the stain color that [redacted] selected. She could have decided in the weeks leading

up to staining to change to synthetic decking, but she never expressed any

doubt or concern about her decision.

[redacted] and her adult daughter both

let my carpenter, [redacted], know how beautiful the new deck was, and how

pleased they were with the finished product once it was completed. When I received a call from [redacted] in late

April, I agreed to meet with her to discuss her concerns. The deck looks beautiful. The wood has the typical issues that wood

has: there is some minor warping or cupping in a few areas. Some boards have some small cracks. When we met, [redacted] told me she wanted certain

boards replaced. I responded that new

boards would also be made of real wood, and would have the same sorts of

imperfections. My impression that day

was that [redacted] regretted choosing wood. I

felt badly but I also explained that her expectations of cedar were not

realistic, and that I had explained these issues when she selected cedar over

Trex synthetic decking.

I was planning to offer [redacted] to

have the deck refinished/ re-stained at my expense. I do not feel obligated to make this offer,

since we built the deck well using the materials that were specified. I do realize that she is unhappy, and I

typically try very hard to address concerns.

I do not know what else I could possibly do. Her request for a refund is completely

unreasonable.

Sincerely,