Sustain Fence And Decks

Decks
Edmonton AB T5R 2N2
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HomeStars  >  Decks in Edmonton  >  Sustain Fence And Decks  >  Composite Deck Project
Tyler Norsworthy from St. Albert
Tyler Norsworthy from St. Albert
4 reviews St. Albert, AB
2/10

Composite Deck Project

To begin the process John was great. He came out, gave a detailed quote, and was not the cheapest but was not the most expensive. He answered my questions within a business day or two. I contacted the company in the winter to be able to be set up for spring. Once everything was agreed and deposit paid, the guys started early. We were happy with that. The work dragged a little but there was weather and other issues. Once the deck was done we had a look around and seemed like everything was ok. About a week later a white film like substance had showed up on the deck boards in numerous areas but mostly near the house. This is where the guys needed to use adhesive to complete the small boards closest to the home. We contact John to come and look and they figured it was clean off. After trying all cleaning methods it was not coming off and it was obviously adhesive from the install. John refused to acknowledge that the guys might have done this and refused to do anything to fix the situation, unless I paid for all new material and he would install free of charge. This was less than 2 weeks later on a $19,000 deck. I found 2 other areas of install issues that I brought forward and nothing was done about them either. I work in trades as well and if we ever did this to a client we would be out of business fast. This is a perfect example of take the money and run. I would never recommend these guys to work as they walked with my $19,000 and left me very unhappy and with a product i feel like i got screwed on.

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Company Response

Thanks for reaching out Tyler, we greatly value all feedback from clients both positive and negative. It's in these situations we're able to grow as a company and become better.

After your signed off on the completed project we thought you'd be busy enjoying your beautiful deck all summer. When you reached out about the discolouration I was greatly concerned and brought out both the retailer and product warranty rep to your house so they could advise on what went wrong. It was determined by the warranty rep that both our installation and their product weren't the cause of the damage but that it occurred after we completed the job as you mentioned.

I wasn't satisfied with this result and offered free labor to remove and replace all the effected areas to ensure your deck was 110% to your liking. I haven't heard from you since but our offer still stands until the end of September 2017.