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~ Some things you'll see in our Contract ~
Article 7. Additional Terms, #4 of our contract states: All pertinent content on Contractors website (www.customdeckworksusa.com)
There is too much information that could protect you, and protect us, to put it all on the contract. Sadly, most people don't even read the contract when hiring us.
~~ The following may not be considered very nice by some and is in response to some of the customers we've experienced. ~~
Most of the people we work for are extremely decent people who understand that WE are the deck building professionals and that we have their best interests in mind while building their deck. However, from time-to-time there is someone who believes that they are smarter than we are when it comes to deck building, and yet they still hire us. Why would they do this? Why would they hire someone they think is incompetent or out to get them by cutting corners? Why wouldn't they just build it themselves?
Some of the following are in the contract, some are not. But this is how we operate.
2. We put all of our support posts in the ground in concrete (unless they land on an existing slab, footing or solid wall). We mix the concrete in a wheelbarrow before putting it in the holes around the post. There is no actual 'load' resting ON the concrete we pour because we put a rock or a block in the hole, pack it down, and let the post sit on it. Then the concrete is poured in the hole to prevent the post from twisting or allowing settling due to wash-out. So, since there is no load on this new concrete, there is no need to worry about the fact that we continue to work while the concrete is curing. We do this like everything else we do - at or above industry standards & building codes. And there is no need to question whether or not the concrete has reinforcing steel or any additives since IT IS NOT load-bearing. Slabs, walls, and load-bearing footings do need reinforement added, and if we do one of those items for you, it will also be done to industry standards. Also, there is no need to worry about what the temperature is while your concrete is curing. We know what to do in every situation. The way we build a deck takes this into consideration and there is no need for us to delay construction while concrete cures. Therefore, we will NOT be delaying our progress just because we poured concrete around deck posts. When we build a fence, we do allow at least 24 hours before nailing anything to the posts.
3. Our warranty is very standard for this type of construction. In fact, we have a reputation for taking care of issues years after the warranty has expired, even if the issue is not our fault. When it comes to decks that are exposed to the elements, our written warranty period is more than long enough for you to see if the materials and our workmanship are going to hold up. Arkansas weather has some great extremes and if there is going to be a problem with a deck that we build, it will become evident in plenty of time. And again, we are in the business of taking care of our customers (even if that means years later) and all you have to ever do is call us if you encounter a concern. But... if you have any specific requests where you might want us to do some things differently than we have outlined in this website, then you must mention them BEFORE we sign a contract. Because after we sign a contract and you have secured a fair price for your project, we will not entertain changes without additional fees. Once we start building, if you are afraid that something we are doing will not perform as expected then you will need to let us get finished, pay us the final payment and then IF it doesn't perform, call us with a warranty issue. As the customer, you are protected in MANY ways (contract, insurance, bond, etc.) against faulty workmanship. You also have the leverage of the BBB, Angie's List, Facebook, other social networking sites, general word-of-mouth, etc. when it comes to getting a contractor to stand by their work. We already know how powerful this is and that is just one of the reasons we do things right the first time. And WE, Custom Deckworks, don't have any recourse (except the contract) if YOU don't perform as expected.
4. Delays can happen during construction. Weather, strikes, unavailability of materials, sick workers, unexpected events such as funerals or broken vehicles, etc. I try to leave enough room on the contract under 'Time of Completion' for such things. Your job probably won't take as long as I state on the contract. However, I do have other jobs scheduled in tight succesion, sometimes jobs that are to start before the end date on your contract. And this works because I can control some of the delays that occur and make up for them (get material somewhere else, get extra helpers for the day, work longer hours). But I can't control YOUR delays.
5. If we agree to include installation labor of an item at no charge (such as installing special order balusters, lights or other items that YOU have ordered and paid for) then we will need to get paid the final payment on the contract when due whether those free-installation items have been done by that time or not. We offer to do this as a courtesy to you while we are there working on the other, main project. Situations where this could be the case include: if you order something and it hasn't arrived yet; if you decide that you want to stain the deck (yourself or hire a stain contractor) before we install the item; or anything that is not our fault that could cause the free-installation to not be done by the time the contracted work is complete. Some folks have the tendancy to want to hold out money until we come back to complete the free-installation. This is unaccceptable because the money they would hold out is money that was for work that WAS completed. Free means free. If we never come back to install the item (the item that you bought and have in your possession), then you are no worse off than you were before we offered to install it for free. But... we have an interest in coming back, even to still do it for free, because that can help secure a favorable recommendation or review from you. Plus, we WANT to see a completed job and happy customer.
These are just a few of the things we've encountered over the years where we feel like we've been abused by our own customers. We know full well that there are scammers, general idiots and bad contractors out there, but we have spent the last 17 years proving day after day that we are NOT one of them. We say it numerous times on this website and our customers say it everyday - that we are true professionals and experts at what we do. We respect our customers like they are family and go the extra mile like no other deck contractor in this region. And when, in turn, we get treated like scum it hurts and makes us not want to provide this one-of-a-kind service any longer.
All we ask is that you don't hire anyone, EVEN US, until you are really ready, until you know what you are getting, or if you can't let go of a little control to the experts. This relationship will go well as long as we all understand each other. Again, sorry for the harsh tone or if we seem as if we don't like our own customers. We do! Thanks for listening.
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