Sealwize Denver West

"In 8 years of business and over 800 decks, this is my first complaint on Angie's List. Let's start with some additional info and background; The customer called me for an estimate(2015) because they where unhappy with performance of the existing product on their deck. The deck is over 1000 square feet. The customer's decking is not Redwood. It is a  Western (White) Cedar which is used on less than 5% of decks in Colorado (in my 8 year experience).  Due to the pigmentation of the Western Cedar, it is more challenging than Redwood to maintain coloration,  The darker the color of the sealer,  the more apparent the color fade will be.  This was communicated to the customer in the initial estimate process.  They chose a color tint of dark redwood. Water Repellency is expected to last 3-5 years on most decks.  The customers deck was repelling water last time I was there.  The product used (ZR44) is a water repellent not a stain. Color however, will fade on most decks at different rates and cannot be guaranteed or warrantied.  This is stated in writing on every estimate sheet.  Sealwize Denver West recommends a yearly maintenance program to insure maximum visual appearance and customer satisfaction.  This too is stated in writing on every estimate form. Maintenance (refresh) charges are outlined in writing on every estimate form. I gave the customer a refresh (2016) at no charge in attempt at customer satisfaction. In 2017, I offered to do a refresh at normal charge as outlined on the original estimate, or to sand and reseal with a lighter color tint at a small sanding charge. In hindsight, I probably should have done a better job explaining the difference between a sealer and a stain and understanding the customer's objective's and expectations"