Deck Helmet

We will handle issue asap please submit punch list via deckhelmet.com/punchlist thank you

From: Deck Helmet Date: Mon, Sep 14, 2015 at 5:00 PMSubject: Issue Resolved Shows Un ResolvedTo: [redacted] <[redacted]@myRevdex.com.org>Issue has been resolved shows un resolved.  We refunded the money last month. Please verify and update thank you

To cancel your agreement, YOU MUST also mail a written notice by certified mail or telegram to Deck Helmet to [redacted], Bethesda MD 20814 and postmarked no later than midnight of the third business day after the agreement was signed. Best Regards, Deck Helmet Refund Team

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:On May 12, 2016...

the business agreed to submit a full refund in the amount of $1600 to me within 5 business days. I accepted this resolution contingent upon receipt of payment within 10 business days. As of June 4, 2016, the refund has not been received and I am re-opening this complaint. I plan to file a suit with Small Claims court, seeking full refund plus interest and court costs if the refund is not received by Monday, June 13, 2016.
Regards,
[redacted]

After reviewing the project Deck Helmet does not feel comfortable  building the deck and screened in porch. This is out of our skill set and have refunded your money in full.

We will waive the fee and fix the issues.

[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]
Yes. I...

understand you *think* you've fixed it BUT like the pictures I've already sent you, IT IS PEELING, BUBBLING, CRACKING AND NEEDS TO BE REDONE ONCE AGAIN! The very same day, 2 hours after they left, it started bubbling and cracking again. We pointed it out to the person who did and saw it first hand and said it was not suppose to do that and he would tell the company. Talk to him. He saw it he agreed the product was failing. So, come back for the 5th time and redo the deck. This is a huge inconvenience for us to have to chase you down and make you live up to your own warranty and promises. We shouldn't have to have to get the deck redone twice in less than a month. Your product does not do what it is suppose to. This is not out doing. This is on you. The work is not complete! The work needs to be redone! The pictures I sent you are now mild compared to what is happening now. Come look for yourself! Jason, Get yourself out of the office come look for yourself and respond to your customer complaints. It needs to be redone. We are not satisfied with the product, customer service, warranty, follow through. We are not satisfied!!!!!!!
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Hello this is Jason A[redacted] the CEO of Deck Helmet. We will be more than happy to fix any issues that you have asap. If havent already done so please  fill out a punch list via http://www.deckhelmet.com/punch-list. I will make sure we are out to fix this items on the next nice day.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As stated in the agreement, Deck Helmet will refund my $1,300 deposit, and they will pick-up their materials that were left in my driveway.
Regards,
[redacted]

I will have Lazar send you a check for $300 tomorrow

Deck Helmet will finish the deck this upcoming week and your will be finished.

Please run away from this company as fast as you can...
We signed a contract with them in April for $10k to seal both of our decks. We put half down on a deposit. Numerous appointments with no shows. Other times they just show up at your house unannounced. Our decks have been sprayed approximately 6 times now. All of the coats are horrible. The last time out, they just started sawing away on our decks with a circular saw to try and get some of the layers off because they are so awful. Trash (food wrappers, drink bottles, left over materials, tarps, etc.) was left in our yard for months which we ended up having to clean up eventually. They killed all of our grass and flowers by dumping buckets of the spray coating in our yard. Our decks are so bad now they have to be replaced. They far exceeded the time allowed by contract. Been asking for a refund for months. It is now December and they just sent me a threatening letter to take me to court! This company is disorganized and unethical, and no one speaks English.

Hello this is Jason A[redacted] the CEO of Deck Helmet. I sincerely apologize for the phone issue. The computer system that we where using had a bug and we have just switched companies.  I have personally added you to the DNC list. Please feel free to call me on my direct # if you ever have any...

issues. 
Best Regards,
Jason A[redacted] 
CEO
Deck Helmet

Deck Helmet would be more than happy to complete your job. We can rush your job and have completed within 1 week  Weather Permitting.

Complaint: [redacted]
I am rejecting this response because: I have changed schedules for them 3 times now--each time no one has shown or called.  I am not available on Thursday. I am only...

available in the afternoons after 2.  Monday  thru Thursday.  I would want a call ahead of time for when you will arrive and if any changes I want a phone # that is not a bogus one-- which I have been given in the past.Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish,...

you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint:...

[redacted]
I am rejecting this response because:From: [redacted] (US - [redacted]) <[redacted]@[redacted].com>Date: Mon, Aug 31, 2015 at 11:37 AMSubject: [redacted] ComplaintTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted] – As a follow-up to our discussion today in reference to complaint #[redacted], we are yet to hear from the company.  I’d really like your help in getting the work completed or getting a full refund.  Appreciate your help! [redacted] | [redacted] & [redacted]Tel: +[redacted] | Fax: +[redacted] | Mobile: + [redacted]@[redacted].com | www.[redacted].com

Please submit your warranty claim and we will be happy to fix the issues. www.deckhelmet.com/warranty

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as Deck Helmet abides by their agreement to have their scheduling manager call me tomorrow, Friday, 10/08/15 to schedule this upcoming weekend.
NOTE to the Revdex.com and Deck Helmet - Please do NOT close this matter out until Deck Helmet has actually reported to my home to complete the work as their track record is bad for not living up to their agreements.  I will (as I am sure Deck Helmet will) advise once Deck Helmet actually calls and appears to complete the work.   Thank you. 
Regards,
[redacted]

I am sorry that you have had issues over the last few months but you must understand that we work outside and the Deck Helmet coating must be applied in certain weather conditions.  First due to Temperatures below freezing we where not able to start the season until May 1, 2014.  Please...

remember it was snowing in April.  Second   Deck Helmet is 100% transparent about the time that it takes to complete a Deck. Attached is the contract and welcome letter that reviews our process and the time period . I understand you wanted your Deck done  and it is know done and you are happy with the outcome. We have no ability to waive you final balance but would be happy to offer you a $500 gift card to restaurants.com
Best Regards,
[redacted]
CEO
Deck Helmet   
Dear Deck Helmet
Customer,
 
Thank
you for your business! We appreciate having you as customer. Our goal is to
provide you with excellent service and customer support throughout the entire
process. .  This welcome letter will
provide you with important information on the Deck Helmet process, thus aiding
you in what to expect during your project.  
 
 Your completion date for your for your project is April 30, 2014 Your completion date is the date that your work will be
completed by not the date the work will be performed. We give you this day as
worst case scenario Due to unforeseeable weather conditions. We are not able to
guarantee that your deck will completed this year. Your Project will be
completed within 60 to 180 days of the date your contract is signed weather /
Tempature permitting. Deck Helmet Inc. requires temperatures above 35F to apply
Deck Helmet coating. In the event that temperatures fall below 35 f. Your
Project will be transferred to Spring 2014 and will be completed by April 30,
2014 no refunds will be given. In additon for every day that it rains are
schedule moves up one day. This makes it impossible to give our customers an
exact appointment date. We will however call you the evening before the clean
and coating appoitments with the exception of the carpentry appointment that we
provide same day notfication due to the fact that  we usaullly do carpentry on over cast and
rainy days and are not able to predict the rainy days in advance.
 
Helmet Link Customer Support
Portal:
q    For your
convenience Helmet Link is Deck Helmets Revolutionary New Customer Support
System designed to make sure that the completion of your deck is efficient and
hassle free!  Helmet Link will give you instant access 24/7/365 to all the relative
information your will need throughout your process.  Helmet Link Customer Support System gives you
access to
 
§   Estimated Completion Date
§   Punch List System
§   Detailed Step by Step Process
§   Color Selection
§   Warranty Information
§   Invoice and Payments
§   Online Payment System
§   Knowledge Base with answers to all the questions you might have about
our Process
§   24/7 Ticketing System
 
q    Appointment Notification
& Night before Teams Arrival Instructions: Deck Helmets Support
System will notify you the day prior to our arrival via email and phone.   You do not need to be home for this appointment and
the team will be able to access your deck with ladders if necessary.  Please make sure that the night prior to the
Deck Helmet Teams arrival you unlock your gates and bring your pets inside.
Your pets will not be able to walk on the deck for 48 hrs. After completion of
the coating. Coating and Carpentry teams have no
specific time for arrival just date with a 9-hour window for arrival. The team
can arrive as early as 8am and as late as 5 pm the reason we don’t provide an
exact time is due to the fact that most jobs don’t take exactly one day to
finish they usually take 1 and ½ days to complete. So to get to your project
completed faster the team goes directly to your home rather than waiting till
the following day to start. You are not required to be home for the deck to be
completed
 
q    Going Green Scheduling: Deck Helmets Going Green Scheduling
system by Microsoft allows us to schedule your job in very close proximity to
other projects in your area saving time, energy, gas helping reduce the carbon
footprint.  In addition this system
enables Deck Helmet to complete your job as quickly and efficiently as possible.  The Going Green Scheduling System keeps our
pricing extremely completive for our customers.  This is why we do not offer our customers the
option to schedule a specific appointment time or date.
 
q    Furniture Relocation
Instructions: Prior to Deck Helmet Starting work the
Customer must remove all items including furniture, flowerpots, and all other items
from underneath and off the deck. The customer must move the items / furniture
a minimum of 100 feet from the deck prior to the cleaning, carpentry and
coating. Deck Helmet will not be responsible or liable for any damages to
customer’s furniture, flowerpots and other items left on, under or near your
deck.   Senior Citizens if you are not able to move
the furniture off the deck yourself and you elect to have us help you move the
furniture and it is damaged we will not be held responsible for any damages and
it will be your soul responsibility to make sure furniture is moved 100 feet
from home.
 
q    Completion Date:  To access your completion date you can visit
Helmet Link at schedule.deckhelmet.com.  Your completion date is the date that your work will be completed
by not the date the work will be performed. We give you this day as worst case
scenario and also take into account bad weather. The reason we provide a
completion date rather than an exact day is due to the fact that for every day
that it rains are schedule moves up one day. This makes it impossible to give
our customers an exact appointment date. We will however call you the day
before we come to your home.
 
q    Warranty: 
Deck Helmet warranty is 24 months on workmanship by installer and 10
years on the product provided directly be the manufacture. Please visit the
customer portal for exact warranty dates. PLEASE VISIT WWW.DECKHELMET.COM/WARRANTY IF YOU HAVE AN WARRANTY ISSUES
 
q    Completion Time
Frame: Your Project will be completed within 180 days weather
permitting. When we clean your deck we apply Deck Helmets Eco Friendly solution
that causes the cracks on your deck to contract and prepares the deck for the
Deck Helmet Coating. This solution must cure before applying the Deck Helmet
coating depending on the severity of the cracks on your deck.  in addition the Deck Helmet coating must be
applied in nice weather conditions and if we rush our process and apply the
coating when the deck is wet it will cause the coating to fail within 1 year
Before we apply the coating we will use our cure meter that will allow us the
ability to tell if the deck is fully cured to apply our coating
 
q    Plus Materials:  Deck Helmet charges plus materials to document the exact cost in the
event of a warranty claim.  In addition
the price for materials will vary depending on several factors.  The severity of the cracks and the overall
Condition of the deck.
There are many cases after the deck has been
cleaned and all the dirt has been removed that we find additional boards that could we could not see due to dirt and
mold. Therefore it is impossible to estimate the exact cost for each project.
Your Materials can be higher Or lower but won’t exceed 25% of the Total
estimated cost after any discount.
 
 
q    Customer Service: All
customer service issues should be handled via Helmet Link allowing you on
demand solutions 24/7/365. Your username and password are your home phone
number.
 
q    Cleaning
Instructions: The Deck Helmet Coating can be cleaned with a brush,
composite deck cleaner and water. Never use a pressure washer to clean your
deck once the coating has been applied.
q    Additional Work: All requests for
additional work need to be communicated to the Deck Helmet main office at
###-###-####. No arrangements should be made directly with Deck Helmet
technicians. Deck Helmet Technicians are authorized to perform the work stated
in the service agreement only. Any additional work performed without written
authorization and in addition to the original service agreement is not covered
by the Deck Helmet Warranty and is not considered to be a part of the Deck
Helmet service. Deck Helmet is not liable for the quality of such work
performed.
q    Coating between
Boards:
In some cases when deck boards are not spaced properly or the contraction over
the years has created limited space the Deck helmet coating can get caught in
between the boards. We are not able to remove the coating caught between the
boards but the good news is your Deck is fully protected.
 
 
The Deck
Helmet Process:
 
q   
Step 1: 
TW Perry Will Deliver the lumber to your home within 10 days if contract
signing and leave the wood in the driveway.
 
q   
Step 2:  Low
Pressure Cleaning
§  Clean will be completed within 10 days of
signing contract weather permitting
§  We will call you the night prior to your
appointment.
§  Your deck will be cleaned using our low
pressure cleaning system
§  We will apply our Eco Friendly Solution
 
 
[redacted] Please make
sure prior to our arrival that
§  Your water is on
§  Pets are inside
§  All items are
moved off and under your deck 100 feet from your home
§  And the gates are
unlocked
[redacted] SEE
FURNITURE RELOCATION INSTRUCTIONS **
 
 
q    Step 3: 
Carpentry:
Deck Helmet
Carpentry Team will:
§ 
Re-secure
the deck
§ 
Re-nail
loose nails. 
§ 
Replace
warped & rotting boards with pressure treated lumber using screws
§ 
The
carpentry is either completed on the same day as the coating or in some cases
we come out on a separate day all depending on the weather and job size.
§ 
The
reason behind this is the fact that the Deck Helmet Coating can only be applied
in nice weather CONDTIONS and on the not so perfect days we are able to DO the
carpentry.
§  We will notify the morning of the carpentry appointment since
we are not able to forcast what days it will be overcast and or rainy.
 
q    Step 4: Deck Helmet Coating
§  We will notify
you the night prior to arrival -
§  If it rains the
day of your appointment we will reschedule your appointment for the next nice
day
§  We will not call
to cancel but will call the night prior to your rescheduled appointment
Deck helmet Step
by step process
Step1- we will cover
and protect the entire back of your home with plastic.
Step 2 - Blow off your
deck
Step 3- applies our Revolutionary
Coating on the entire deck except directly underneath the deck.
Step 4- Dry Time is 48
hrs. After last coat is applied
 
[redacted] Please make sure the night prior to our
arrival[redacted]
§ 
Move all items
off and under your deck
§ 
Dogs inside and
the gates unlocked.
§ 
The average deck
takes 1 to 2 days to complete depending on size and condition of deck. ** See Furniture Relocation
Instructions: [redacted]
 
q    Step 5: Job Completion SYSTEM Step by Step Process:
The day the project is completed you
will have until 8 pm that evening to inspect your deck. If you don’t call us
back we will assume you are happy with the work and charge your card or if you
paid by check please Call ###-###-####
 
Step 1:
The scheduling team will call and
notify once your deck is completed and request you inspect the deck prior to 8 pm
and then call ###-###-####. 
Step 2: Inspect your deck using the attached job completion checklist
Step 3: If there are any issues go to deckhelmet.com/punch list create a
punch list (this punch list will be emailed to the Coating manager and in most
cases he will be able to finish the touch ups the same day.
Step
4:  Call ###-###-#### to confirm you
have filled out the online punch list BEFORE 8 pm so that the Deck Helmet Scheduling Team can schedule
the team to fix the items on your list the same day or the next morning
depending on the time.  If you wait past
8pm to call we will have to start another job rather than complete your job the
next day.  At Deck Helmet our goal is to
finish what we start!
Step 5: The Coating team will arrive the next morning to
fix the items on your list you do not need to be home for this appointment.
 
Step 6: Deck Helmet support team will
then call you the next day to notify you that all items have been fixed
Step 7:
once you have reviewed the
work login to your punch list form online www.deckhelmet.com/punchlist
Step 8:
Check off next to
each item that it has been fixed no later than 7pm
Step 9.: Call ###-###-#### to confirm
that you have updated the punch list
If you don’t call before 7pm we
will assume the items have been fixed and we will charge your card on file!
[redacted]In the event
of inclement weather,
please be advised that your job may be rescheduled for another day. **
ESTIMATOR MUST REVIEW BOTH SIDES OF THE
WELCOME LETTER AND HAVE CUSTOMER SIGN FOR COMMISSON TO BE PAID!