"Thank you so much for your feedback. It is always a pleasure to receive good reports."

"Thank you for your report. I was nice doing business with you too."

"The water beading effect normally comes from using waxes and silicone. These chemicals are normally found in inexpensive water sealers from you local store. The stains that we use are made of Alkyd/acrylic formulation which does not necessarily bead up the water. Even though the wood has to be sealed to prevent water damage, it is important that the finish applied has breathing capabilities. In other words, the wood must be able to breath and the moisture to escape. Otherwise other issues such as wood checking is possible. So if you don't see a lot of water beading is perfectly normal. However, if you have any concerns about the finish, you can always call our office to schedule an appointment to have one of our managers come and inspect it just to make sure everything is fine. We don't expect you to do anything by yourself. As a matter of fact, if you try to touch it up yourself, you may make it worse or may even void the company warranty. There are a lot of variation on deck finishing. For example weather can play an important role in this. That's why we have to look at it to make sure that the finish has not been compromise. Again, please call us at your earliest convenience and we would be more than glad to inspect it at no charge to you. Thank you for the feedback and hope you have a nice holiday. Jose Ugalde President DeckMaster, Inc."

"On October 31, 2011 I came out and spoke your wife, regarding your complain about 3 new floor boards not being stained and the rail caps not being sanded. I re-evaluated the deck and everything was fine. The boards were stained but did not match with the deck because of the difference in the PH of the wood, and the color of the new boards showing through the transparent stain. The stringers that were installed for the security of the step ware very effective, and our technicians had accomplished a 60-80% improvement on your cap rails. Before leaving, I reminded your wife of the conversation that we had when I first came out to do the estimate, and she recalled everything. I reminded her that the sanding was not part of the package you chose. It was something I did out of courtesy, because you had declined to replace the cap rails. I had given you both a verbal estimate to replace the cap rails and I warned you about the discoloration then. She recalled the conversation and apologized for making me come out to your home again. She said she was very happy with our work, that she would give us a good report, and that she would recommend us to anyone she knew needed help with their decks. I thought this issue was resolved, so this comes as a surprise to us. I just want to make sure we clarify things and if there is anything else I can do for you please feel free to give us a call."

"DeckMaster clearly states, both in writing and verbally, that we reserve the right to re-schedule appointments base on weather. The reason we do this is because, ever if there's only a 30% chance of rain, there's a possibility that the finish may get damage after it has been done. We stay behind our work, therefore, if something happens to the finish we take full responsibility including re-doing the work again if necessary. That's why we don't take any chances. Other companies might just do the work and if it gets washed off or damaged, they would simply say that it was an act of God. Our customers trust us to make the right call for them of when to do the job to make sure it is professionally done, regardless of the waiting period. Obviously we can't do anything about the weather. When there are several days of imminent weather, we automatically put our customers on a waiting list and perform each job on a first come basis. Secondly, all of our literature clearly explains the cleaning procedure. DeckMaster uses a low pressure cleaning system to clean the wood surface. It does not say anywhere that we don't use pressure. Usually in the industry 3000 to 4000 psi of pressure is used to clean the surface without the aid of any chemicals. Our revolutionary system only uses a 1/3 of the pressure used by other competitors. The furring and fuzzing of the stain is a normal condition in cedar wood that happens when an old heavy layer of finish has been stripped. This is totally harmless and does not damage the wood nor is a safety hazard to touch. Anyway most of this furring is normally gone by the time we do the sanding process. The areas that the customer is referring as "not sanded" are probably the vertical surfaces such as railings, banboards, etc. Our Restoration package only includes sanding on all the horizontal surfaces such as floor, rail caps and stair threads. In addition, we don't hand sand anything to begin with. We use a heavy duty belt sanding machine as well as a smaller orbital sander for hard to reach areas. We start with a heavy duty sandpaper such as 36 or 50 grit followed by an 80 grit sandpaper. The purpose of the sanding is to remove the dead wood cells and to lower the raised wood grain and to improve the overall appearance of the wood. A deck is never sanded to make it smooth like a hardwood floor. It is only performed as a restoration measure. Not for esthetic purposes. As far as the appointment is concern, we schedule 2 days to do the work, but if for some reason the weather is not cooperating, there's nothing that we can do, unless the customer wants to take the chance that the deck gets ruined by rain. That's the reason why we don't require the customer to be present when we do the work. This way we give more flexibility to the customer and he/she will not waste a day off work, especially if the job is cancelled at the last minute. The overspray the customer is talking about is the wood particles that splashed everywhere during the cleaning process and accumulates in window/door screens. We accept the fact that there was clean up necessary. I'm sorry that she had to do part of it herself, but we could have taken care of it without hesitation. At the end the most important thing for us is customer satisfaction and to make sure that we fix any mistakes even if it takes for us to come back several times. We apologize if you had to wait a long time for the sealing phase, but we were just looking into your best interest. The deck is now well protected and looks great which is what matters."