Raber Bros Portables LLC

"This restoration was pressure washed, sanded, and sealed accordingly, based off of conditions when the estimate was completed. When I arrived for the estimate, there was no damage nor defect to the deck. In between the estimate and the time of pressure washing, the customer - admittedly - put dirty chairs on the deck which then stained new, unsealed wood. These damages made by the customer were unknown to me and when my foreman arrived on both days for the pressure washing and sanding/sealing, there was no answer at the door to address these. Because *I* was not made aware of this issue, my foreman did not know to address it to me, assuming I had seen this at the estimate. While this may slightly fall on us, the majority of this situation comes from something simple that lacked greatly from the customer - communication. Multiple chemicals were used to treat the wood to attempt to remove these stains. My foreman also heavily sanded these areas in attempt to remove the staining. We do not partially sand decks as we use a 12x18 floor sander, it logically does not make sense to not sand the full surface of /the floor. I would also like to add that I received a text message on 7/5 after pressure washing was completed that says "It looks great by the way." At no time were these issues communicated to me. This restoration was on, as previously said, a new, unsealed deck. Based off of my conversation with the customer at the time of the estimate, it was built within the past year. There are no guarantees, even with pressure washing and sanding, that all mill glaze is removed by that point in time. This is not a situation that anyone but mother nature can control, this is also why we always recommend weathering decks for at least a year after being built before applying any type of stain. The mill glaze that is still on the boards (that has been communicated) is located near a bench. This causes shadowing resulting in less UV exposure and in turn, the mill glaze does not fully break down. The other area of concern that the customer addressed after completion me, was a board that was installed improperly, creating a raised edge. This is not something that is addressed, as an industry standard, unless it is addressed previously. This was no fault of my foreman, and had the customer answered the door and established a line of communication, it could have been. While I understand the unhappiness concerning the deck, we do not believe a refund is appropriate in this situation. We fully completed the job to industry standard. A line of communication about displeasure was not received until the end, and when I attempted to explain, the customer become aggressive in his responses. However, I am willing to drop off a small can of remaining stain - although we are not obligated nor contracted to do so. While we attempt to make all of our customers happy, communication from this member has been unprofessional and extremely rude. While we are a company, we are also people as well and deserve basic respect when speaking with another adult."