Call Back Issues

[Mike K]

Guys (and ladies), I have a question for you deck builders out there. What is the most popular (read: unpopular) issue that you deal with regarding callbacks, claims and complaints with decking and railing components? Is it mold/mildew, color variation, actual product issues (swelling, degradation, etc), scratching, ....?

As a distributor we get calls from the lumberyards regarding most all the above. I'm curious to see what your thoughts are as you are dealing with not only installation issues but the dreaded "Homeowner Factor". Is there one major issue that seems to be a point of contention for you? (if responding please note the type of decking- and brand name if you wish)

Thanks

[Mike K]

???????????

[Bobby Parks]

Hi Mike,

In the past I've had call backs due to cupping, checking / spliting etc when I used pt pine decking. I tried using 2x6 # 1 dense parafin enhanced and kiln dried after treatment. Still had call backs but not as many or it took slightly longer.

Now I don't offer or use pt pine decking at all.

Years ago and with earlier composites I had problems due to fading, swelling, scratching , scuffing, molding, and complete deteriation / failure with a couple of products. One product" "grahmam crackered " on me and just crumbled away.

As a result of these less than enjoyable experiences I've become much wiser and more sckeptical about products that I'll use.

For me now I believe I can weed out 70% of all composite options on the market by applying the SSS Test. (Scratch, scuff, and stain test) Mostly I believe earlier issues such as fade and mold have been handled with some exceptions.

Theres a short list of options in my opinion to work with once this test is applied.

Since I've adopted the policy of only using a couple different composites, hardwoods, and hybrid combinations of railings, my call backs / warranty has become almost non existent ( knock on wood and I just jinxed myself).

This is probably not exactly the answer you were looking for but its apparently the only one so far.

I wished we could get more of our compadres involved in this.

Bobby Parks

Peachtree Decks and Porches

[Bob Bulick]

While I don't do primarily decks, even if I did the options here are limited here. I recently did a small deck using Trex Brazilia.I haven't run into any isues to date. When I sell the options of deck materials to my clients they ask the usual Q's. I tell them all materials will scratch and stain to some degree. Used to be, the best selling point why to use clearheart redwood is how the wood aged.

The main key in MHO is the synthetis won't splinter with time, causing a risk of foot injuries. A lot of my clents are 50ish and older and some are finding out they're diabetic. Having a deck that will be safe under bare feet has been the best point to using synthetics.

Bob Bulick
Bulick Custom Woodworks

[A.V. Decks]

Whats a callback?....lol....j/k

Only twice have I ever recieved a callback. Apparently there was some wood parasite in a few of my post that must have came from the lumber yard. We replaced the post and all has been good. But that was old ACQ lumber and we are strictly MCA lumber now.

The second was from the same client and was not really a call back as we were still in the construction process. It was pouring outside, torrential type of course.
Guy calls me up and says his window is leaking water to the point he is reminded of a waterfall he saw as a child. I thought he was kidding, nope, he wasnt. We were putting a roof over this two-tier deck built around his hot-tub. It was a beautiful deck with Timber-Tech Floorizon (my fav T&G). Well while we were building the roof we had somehow dislodged the siding guys massive caulk barrier he had hidden under the lower sill of the window and water was litterally pouring in poor dudes house. I was soaked by the time I got it all tarped up and was relieved to know it was not my error that had caused the flooding of dudes kitchen floor. The following day I stripped the siding off the house around this window and found a siding guys nightmare. The guy who sided this house was clueless and had all the J-channel installed backwards creating a funnel for the water to rush in the house. It led straight to the caulk seal we knocked loose installing the roof ledger board. I got paid for the deck and I got paid for the repair by the siding guy. My client was a Baltimore Police Officer and after we were finished the deck and the repairs and well after I was paid. He sued the home builder and the siding guy for defective craftsmanship. Not sure what he actually got from it, but he did win with the pictures we took of the work itself.

Wow what a memory, that was back in 2001....

No more call backs for me as I am very particular about my construction methods and carry the 2006 residential code book for deck building in my truck just in case I ever have a question.

Hope you all are just as fortunate.

[DeckCreations]

Mike,

Most (80%) of the decks that I build are Ipe and over the past 10 years I have no callbacks other than questions about water staining issues or... what is the best oil finish to apply if they choose to go that route. I feel pretty fortunate in that regard.

When it comes to composites I have had 2 callback issues regarding deterioration (surface crumbling and flaking within 2 years of installation) involving Trex with both the Origins and Brazilia products. One I installed the other I didn't. In both cases BrightServ brokered the arrangement to cover all the costs for removal and replacement. I rarely get callback questions regarding composites that I install as I always inform the homeowners up front that these products, will and do, stain, fade and scratch, to some extent. The companies say that their products will resist these untoward effects. Resistance means just that... these products will resist staining, fading, scratching... but by no means are immune to it.

In light of the recent LP product advisory regarding the potential deterioration of some of their WeatherBest decking product, I have contacted my customers that received WeatherBest decking product that I installed within the time frames of their advisory and recommended that they go ahead and register with LP. They have posted a website (www.deckingnotice.com) to facilitate online registration.

[Bob Bulick]

What's it gonna take?

[Mike K]

Thanks for the feedback guys (except for sherlock). Thankfully, many of the past issues with composites actually have been "enginered out" as the manufacturers say. That and I beliveve the public has finally grasped what man-made deckings are and their expectations are more realistic.

[C4 chief]

Hi Guys,
The company I am a supervisor for does about 350 decks a year. Mostly new home construction . We due a fair amount of work on older homes. We ususally get call backs for wood decks. I have found most of the time we should not be warranting the decks for the normal problems found in wood ( warping . twisting ,checking) But we did go back in the past for the sake of reputation. This past year I have take a stronger stance about service because it just does not make sense to warrant for things out of our control. I have been tell the customers that we do not cover what I mentioned above. Our salesmen don't like to tell the negatives about wood. I do. Because it is me that deals with them in the end after the sale. Most people would rather you tell them the negatives and would spend more up front had they only new. Our service has gone way down since we started to use composites.We use mostly Trex . I also had my salesmen quit saying maintence free. Nothing is maitenance free. We say low maintnance.
We have used timber tech and had to replace every job we did(10). Ive have heard they have changed but we will never go back. The new decking products that have a fiberglass base like Trex exotics and veka seem to be alot better in the scratching area. I would rather they sold that. it takes the abuse of a new construction site . mud , etc.
I hope this helps.
pittsburgh go steelers Lol

[ArtDeck-O]

I have had a very few of them over the years. None are tied to anything the wood decides to do on it's own, we only warrant issues that come up because of something we did during construction.

Most of the decks i have done to date are PT pine, but we also do a few Ipe and cedar decks each year. I never warrant wood, just the construction. In other words, we only cover the methods of construction. I let the distributors warrant the wood and I've only had one instance where I should have had a deck replaced, but did not.

We built a gorgeous deck of Ipe, but our supplier bought from another source that summer and the two decks we built would not hold stain. One deck we stained the other was done by the homeowner...neither one held stain for more than 4 months.

I offered to help [the one who we stained the deck the first time] restain with prep and all for nada, but he decided to go with another deck finisher...the same one who discredited my explanation for the mishap. I tried to get the supplier to admit it was the decking, but they wouldn't budge from the 'prep' excuse. Knowing that those two decks were the only two that year [out of eight] that would not hold stain....and knowing that during that time the other supplier was sending them product from another source was painful for me.

They wound up posting a notice that month that no warranty would be expressed or implied with the current loads of Ipe they had in stock. The owner apologized to me personally and recounted the homeowner as being a total jerk about things. I still do business with them today, but I always ask about the warranty!

[C4 chief]

Forgive me for miss quoting timber tech deck as a problem decking . it was weather best and we did replace every deck we did using their product. it seperated and cracked close to the ends even when predrilling the ends. they now come under the name fiberon I believe.
Do your homework and check what others are using.
Unfortunately my company will not offer the exotics in wood. The ssstest as mentioned is a good way to decide on a decking. We have used the new trex escapes but the cost always seem to stop our customers we do offer a similar product veka offers and have had great results. service has become a non issues with these two any way. But i wanted to correct my statement about timber tech.
thanks guys
good luck
c4 chief

[housefull]

Years ago and with earlier composites I had problems due to fading, swelling, scratching , scuffing, molding, and complete deteriation / failure with a couple of products. One product" "grahmam crackered " on me and just crumbled away
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[ArtDeck-O]

Forgive me for miss quoting timber tech deck as a problem decking . it was weather best and we did replace every deck we did using their product. it seperated and cracked close to the ends even when predrilling the ends. they now come under the name fiberon I believe.
Do your homework and check what others are using.
Unfortunately my company will not offer the exotics in wood. The ssstest as mentioned is a good way to decide on a decking. We have used the new trex escapes but the cost always seem to stop our customers we do offer a similar product veka offers and have had great results. service has become a non issues with these two any way. But i wanted to correct my statement about timber tech.
thanks guys
good luck
c4 chief

Did they give a reason why they will not consider Ipe or other hardwood exotics?

[jollymon]

Its always an issue but its also customer service. On a residential job it' one matter as that is word of mouth that gets far and wide. On a contractor I would have to start looking at whats going on there. A lot of politics can exist in Deck building but stay focused on quality. Everything else will come over time.

-Jollymon

San Antonio Deck Arbor and Gazebos Builders (http://www.luxuriousbackyards.com)