Paul is a good salesman and knowledgable about decks and his products. He was not, however, in attendance while the work was being completed. Lack of communication between Paul and the numerous workers attending to our deck resulted in mistakes with lasting consequences. Our Duradeck was installed (with amazing flushed seems) but left without having properly installed flashing and caulking. The tarps were removed and the rain came. We had extensive leakage in our basement. Paul quickly answered our calls but was unwilling to accept responsibility and insisted that we have the patio doors taken out and redone, with extra charges. I declined as I insisted the problem was that the flashing and caulking hadn't been done properly at all. A simple fix that should have been done at the beginning. Luckily I was able to save us nearly $600!
- Approximate cost of services:
- $2,500.00
- Company Response
Thank your for taking the time to review our services. I'm sorry that you had a frustrating experience, however, I recall your project differently...
On most decking projects, we would be responsible for the full scope of the project (prep, membrane, and finishing) however, you had a unique circumstance where you wanted a separate contractor to take care of some of the prep and finishing. So for your project I quoted the work on your deck for the vinyl membrane only, as requested. Our quote was specifically to supply and install the membrane up the inside perimeter wall - your contractor was to complete the detail with siding and/or flashing afterward. Although we discussed the risks, it was also detailed in quote that you did not want to remove the door prior to installing the membrane. It was noted in quote and discussed that this would mean it would not be 100% waterproof.
After we completed the vinyl installation, you called regarding a leak and I came by to complete and in person inspection. At this point, the other contractor had still not completed the re-installation of the siding. We then discussed the situation and I pointed out 2 possible areas where the leak likely would come in; The unfinished siding detail and the door.
At this point, there was some confusion regarding the responsibility of the siding detail and I agreed to handle - at no cost. We did this right away. With regard to the door, we discussed and you again decided to leave as is due to cost.
When you called again a couple of weeks later with the leak continuing, I came out to view. At that time it we discussed again and agreed the leak was clearly coming from the door, which you agreed was necessary to replace at this point.The cost to remove, repair vinyl and reinstall - $600.00. Citywide handled right away.
To the best of my knowledge, it has not leaked since. If you would like to discuss the situation further, do not hesitate to call.
Again, I am sorry for your frustration and if you feel the situation was not handled properly.It was absolutely not my intention to "sell" you, only to ensure your satisfaction by accommodating your circumstances and suggesting what I believed to be the best and safest decision.
I am glad to hear you are happy with the flush seams, a detail Citywide does standard.
- Paul
CITYWIDE