Customer Information Guide

This page has important information customers need to know about The Deck Medic® LLC's practices and procedures. Please take the time to read the information on this page.
Thank you!

1. Concerns or complaints must be directed to our office within 24 hours from the final completion of work.

2. We will attempt to respond within 72 hours of your concern.

3. If we need to return to your home, you must present a written list of concerns or complaints for us to respond to. The request may not include items outside the original contract or items assumed covered.

4. Upon completion of the list, all outstanding balances must be paid immediately.

1. You must read and fully understand all information in the "Customer Information Guide" before signing and returning your proposal.

2. You must sign and return the pink copy of the proposal (mail or email are acceptable) along with your deposit of 50% including any coupon you may have.

3. You must select a stain color at the time you submit your proposal. If for some reason you decide to change your color, you must notify The Deck Medic® in writing with your new color selection. If we do not receive written notification of a color change, your deck will be completed in the original selected color shown on your paperwork.

4. The deck area should be cleared of all dog waste and dogs must be contained during the work process and for a period of 24 hours after completion.

5. The balance of your payment is due the day work is completed. It is the responsibility of the customer to make payment arrangements with the office or The Deck Medic® technician.

6. If we arrive at your home and are unable to complete our services because of circumstances beyond our control, you will be charged an additional $75.00 service fee. This will be added to your balance due. Examples are construction near the deck area, dogs in the yard, or electricity or water not available.

Following the above guidelines will expedite your deck services. Neglecting to do so may cause delays.

Thank you!

We are usually 3-4 weeks out from the day your deposit is received and that is during normal weather conditions.

The customer is called 1-2 days in advance for power-washing and staining. At this point, the customer must clear the deck and have water and electricity available to us. Also, during normal weather conditions, there can be at least a one-week minimum between power-washing and staining, depending on our schedule.

During severe weather, your job can become delayed because of rain, morning dampness, wind, or temperatures below 50 degrees Fahrenheit.

Below is an example of why a customer's job can become delayed beyond our control:

A customer provided a deposit on April 6. Our lead time is 3-4 weeks. It rains for 2 and a half weeks, so the deck has to dry out. This adds a 19-20-day delay from our starting the work.

Most people who do not have a weather-related job are unaware or cannot understand why their job has been delayed. We thank you in advance for your patience if this should occur. Just remember, the weather is beyond our control.

1. Semi-transparent customer colors will look different due to types of wood and age of wood.

2. If the deck is presently a dark semi-transparent color, you should choose a color equal to, or darker than the one on your deck.

3. If the deck cannot be stripped, The Deck Medic®, LLC recommends a soild stain for complete coverage.

4. If the customer finds the samples left by the sales representative unsatisfactory, the customer must go to your local Sherwin-Williams store and pay for a custom sample of stain. The Deck Medic®, LLC cannot be held responsible for the customer's choice of color.

5. The deck color will appear to look different on surfaces that are constantly exposed to sunlight than areas that are not. Example: Stain in porch or canopy-shaded floors holds up much better than areas in the sun.

6. All mulch, topsoil, plants, flowers, etc. should be pulled at least two feet away from deck/fence surfaces if you want us to service these areas.

7. Customers must have plants/bushes cut or pulled away from deck or we cannot service these areas. We will work around these areas.

8. If during or after the initial cleaning it is determined that a stronger cleaner or stripper will be required to complete the cleaning process, the extra cost for the materials will be charged to your proposal and payable at the completion of the staining.

9. Any questions should be directed to our sales manager.

1. The Deck Medic® service is a two-step process that cleans, preserves, and seals your exterior wood surfaces consisting of:

Step 1: Power wash all contracted wood surfaces (stripping the wood may be required before power washing)

Step 2: Light sanding when needed. Staining of all washed surfaces to preserve and seal (Sanding prior to staining may be required).

2. Our standard cleaning and staining process will apply to all areas that can be seen while on the desk surface or viewing the deck from the ground level (i.e. face plates, and visible columns). It DOES NOT include the underside of the deck and railings or unseen or reachable columns unless specifically covered in the proposal. We do not stain surfaces that we do not clean.

3. Surfaces that become soiled after the initial cleaning can not be stained and must be re-cleaned at an additional cost to the customer.

4. Power washing may cause loose paint and caulking to come off. The good paint will remain intact. Black spots such as insect droppings, fungus, or asphalt shingle particles will not disappear. Mildew, pollutants, and dust will be removed, although most mold may permanently discolor wood.

5. Hot power washing may cause hose burn, which resembles yellow lines running through your grass. This is caused by the heat of the hot water in the hose, which dehydrates the blades of grass it comes in contact with. When the grass becomes hydrated again, it will gain its color back -- water the grass.

6. All cleaning products are environmentally friendly and biodegradable.

7. Customer should bring to our attention problem areas that may be damaged during the power washing process.

8. Semi-trans stains will highlight or magnify wood grain. Stains not removable by normal washing may be highlighted, such as mill stampings, which are not removable with reasonable sanding.

9. Some pressure treated boards may hamper penetration of stain or wood knots.

10. Color samples shown are reasonable representations of the dry finished color. The absolute shade is unlikely (but usually very close) because of the wood type, color, age, and condition of the deck. The effect of the shade finish may vary according to the type of wood being treated. If we use the "Customer Stain" we do not warrant the color, or the longevity of the finish.

11. The manufacturer warrants our products. We do not give any further warranty, expressed or implied, as to the final results of the restoration process. We do not use customer's stains. Only our products.

12. Drying times after staining may vary due to exposure to the sun and weather conditions. The norm is 24 to 48 hours, except for spindles and handrails, which may require more time.

13. Our service does not include repairs or replacement of existing material. This would be a separate charge. Rotted or damaged wood may become loose or damaged by power washing.

14. We will hammer a reasonable amount of loose nails or screws back into the boards. Extensive work will be a separate charge.

15. Removal of all furniture, planters, pottery, etc. in the areas to be treated is the responsibility of the customer. There is a separate labor charge minimum of $30.00 and up to $75.00 for our personnel to clear the areas. The articles will be placed directly off the deck area. Replacement of the articles following the drying process (one full day) will be the responsibility of the customer. Please do not drag furniture across the surface. We are not responsibile for damaged finish due to furniture or planters.

16. The customer must supply water and electricity. We will not enter homes or garages without someone present.

17. Pets are to be confined at all times during our presence. Customers should be aware that pets love to walk on newly stained surfaces. This may require re-due work at an additional charge.

18. All windows and doors should be closed while we are at your job.

19. We should be alerted to any unusual situation around the work area (i.e. planting beds, herb gardens, etc.) so that proper care is taken.

20. Please remember the weather conditions dictate our work schedule. We can not be responsible for delays or deadlines due to circumstances beyond our control.

21. Where we deem necessary, we use ONLY small electrical hand held reciprocating sanders.

22. We do not resurface the wood.

23. Where we deem it necessary, on flat surfaces we will attempt to remove stamping from the lumberyard, or heavily soiled area that did not respond after washing. We DO NOT guarantee any specific results other than what appears after our attempt.

24. Where our sanders do not fit (i.e. low areas under cross rains, etc.) these areas are omitted. We DO NOT literally HAND SAND.

25. Existing splinters are usually caused by:
Aging Wood
Exposure to elements: sun, snow, rain, and ice

Damaged wood fiber

Lack of wood protection

26. Our small hand sander WILL NOT repair severely splintered and damaged areas. Continual sanding may cause more damage and may cause more splintering. You should not expect a significant change.

27. Heavily soiled areas may or may not be cleaned up with sanding. You should not expect a significant change.

28. Surfaces with significant splinters and noticeable wear should have SOLID STAIN applied. We do not recommend using semi-transparent materials.

29. Any corrective measures regarding resurfacing, replacing boards, or sanding of areas we can not do must be completed before we arrive to begin any phase of our proposal. Be careful not to scar the wood. This will show with a semi-transparent stain.

30. Whatever the final result is after we have attempted and completed the light sanding is the result you must accept. There is no return or re-do work after sanding, regardless of the finish, rough or coarse, and NO portion of our payment may be withheld because of this issue.

Expectations of Today's Stains:

The Deck Medic® LLC understands how difficult it is to choose among the many stain brands that are available today on the market. Many consumers see advertisements on television or see different brands at local home centers. Also, well-known magazines may advise about the various stains you should purchase or have applied to your deck. What does this mean to you? Total confusion and, in most cases, bad advice.

The first thing to understand is that as of June 2004, Pennsylvania requires all interior and exterior paints and stains to be a water-based derivative. This resulted from a change in EPA laws.

Some stains that were dependable in the past are regarded as well-known products and are now inferior because the chemistry needed to be changed. They do not perform in the manner they once did.

The Deck Medic®, LLC is familiar with most brands that are on the market today. We have tested some and some have been on the hundreds of decks we view each year. We can honestly say that we are not 100% supportive of any stain on the market because of these changes. Our product of choice is Sherwin-Williams, one that we can stand by. We have seen fewer issues with these products than others on the market. This saves time and money requiring less re-work in the future.

Known problem products are Cabot's (excluding timer oil), Behr (solid stains specifically), Olympic Sikkens, and Wolmans Extreme.

The method of power-washing and sanding (particularly on the sheen areas) is done to the best of our ability. There is not a 100% percent solution when dealing with new products and unpredictable weather conditions. These are the reasons why most stain manufacturers do not fully warranty their products. If you have any questions, please contact your sales representative.

From our experience, this is what can be expected from the deck stains:

Semi-transparent stains are completely water-based
Product longevity is 1-2 years on the flooring of most decks and long on vertical surfaces.
This is an average-time situation. Many variables affect longevity, such as the amount of sun, extreme weather, density of wood, environment, water displacement, and the amount of use.
Dry wood condition may require staining every year.
Solid stains are latex-water-based. This is the most durable product.
Product longevity is 3-5 years on the flooring of most wood decks and longer on vertical surfaces.
Once you use this product, you cannot revert to a semi-transparent stain.

Issues that can affect the performance of these stains include:

Previous stain products on the deck that have a high-gloss sheen.
Previous stain products on the deck that cannot be identified.
Peeling of previous products.
Condition of the wood (i.e. old or damaged).
High moisture areas with improper drainage.
Extreme sun and heat (particularly on cedar decks with active tannin oils within them) sometimes cause chipping.
Fading and chipping are not uncommon with today's products.

For Owners of Hardwood Decks:

Since these woods are so dense, only about 24% of the stain will penetrate the boards.

Hardwoods, particularly the flat surfaces, will need to be re-stained every 1-2 years. For the hardwood surface, we recommend Australian Timber Oils. This product is made for hardwoods. There are other products available, but this is our selection. if you would prefer a darker shade, we recommend using the standard Sherwin-Williams deck stain.

Applying stain requires different techniques. Remember that hardwood deck boards can look different from others. This is not unusual, nor is it unusual that the look of the hardwood decks changes dramatically by the deck stain colors. The hardwoods dominate the color, but that is the natural beauty of the selection of these products.

As of 2013, a pure oil-based stain is no longer available. Please contact your sales representative if you have any questions.

Regarding Stain Warranty

If any stain is deemed a failure by The Deck Medic®, LLC, and the Manufacturer's Representative (i.e. Sherwin-Williams) the following may occur:

Any complaints must be put in writing to us within a 4-month time period after staining has been completed.
For The Deck Medic®, LLC to re-stain the deck surface, the stain manufacturer must first reimburse The Deck Medic®, LLC for the product.
Labor will be the responsibility of the homeowner and will be at 35% of the original total
The homeowner will be provided with a telephone number of a stain representative.
If the manufacturer refuses to reimburse The Deck Medic®, LLC, the homeowner will be offered a re-work proposal, where the homeowner will be charged for stain, materials, and time at cost.
When a homeowner provides his or her own stain or requests that The Deck Medic®, LLC use any other product, the customer receives absolutely no warranty from The Deck Medic®, LLC. The stain manufacturer is fully responsible for any product failures.
For customers that have decks with previous stains (i.e. other products unfamiliar to The Deck Medic®, LLC), the homeowner must understand penetration, adhesion, and durability of our products are limited.
If this problem is experienced by the homeowner, The Deck Medic®, LLC is not responsible for the product failure.
Your The Deck Medic®, LLC representative will try to advise you when there is a potential stain issue with a previous stain, however, on some occasions, it may be difficult to predict what may happen due to no knowledge of the previous product.
Product longevity may vary because of exposure to sunlight, windy areas, seasons of high moisture, and use of the deck by the homeowner. Animals, such as dogs, can cause lots of wear and spotting.