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“Master Decks = The United Airlines of builders?We chose to work with Master Decks because they projected a somewhat refined service image compared to other contractors we interviewed.We met with multiple builders who could have created a quality deck for less money, but we wanted more than a deck. We wanted good communication and trustworthy billing.We wanted a low-stress, no hassle experience, and we were willing to pay a premium to get it.So we chose the priciest bid, because we believed Master Decks would deliver better service.In the end, we did not get what we paid for.One of the biggest selling points for us was that Master Decks offered online account management. We loved the idea of a project dashboard where we could track and monitor the work, and pay our invoices in a worry-free, automated, and fully transparent environment.Pretty cool, right?No, as it turns out. Not quite cool at all.What we didn’t realize at the time, or at any point during the many weeks we used the Master Decks system, was that they were charging us incorrectly.Each week a new invoice arrived and we paid it in full, immediately upon receipt.When I say “immediately” I mean it literally. Within minutes of a new invoice posting in the Master Decks app, we paid it, down to a zero balance. Every. Single. Time.It’s not like we were gunning for a Best in Client Behavior award. We were just following stipulations in the Master Decks contract, which says that work halts immediately if an invoice isn’t paid in full, upon receipt.That seemed fair to us, so we fell in line. And as a result of our prompt and complete payments, work continued uninterrupted until the deck was done.That should be the end of the story, but it’s not.More than a quarter of a year after they finished the work at our house, Master Decks resurfaced to say they’d discovered problems in their billing system, which meant multiple accounts had been charged incorrectly, including ours. They needed us to give them five grand to make this problem right.Wait, what?Listen. We’d prided ourselves on being A+ clients.We weren’t the biggest spenders, but we tried to do everything by the letter and make the experience as pleasant for the crew as possible. Want to blast loud music on a bluetooth speaker? Feel free. Have ideas or suggestions that might make this process easier/better? Let’s hear them. Want your money the minute you post an invoice? You got it.There’s a weird kind of anger that comes up when you think you’ve done everything right, and then are told otherwise. Being “past due” on payments doesn’t feel good. It feels like a failure.Outside of a passing acknowledgement that their system was glitchy, there was no formal accountability on Master Decks’ part, no attempt to amend the problem or alleviate the stress caused by their mistake.We didn’t expect trophies for being World Class Clients, but we definitely didn’t deserve an email from owner Robert Greaves, with an ALL CAPS SUBJECT LINE, threatening to put a lien on our home. (Feel free to DM me if you want a copy of this.)So, basically, the owner of Master Decks handled this debacle with some really basic arrogance and less empathy than you expect from underpaid DMV employees.It’s like they borrowed the customer-service handbook straight from United Airlines, a company notorious for creating problems, then exacerbating stress and gaslighting their customers.My advice to anyone working with Master Decks: Micromanage the process, implement your own system of checks and balances, and don’t trust their billing.It’s worth noting, though, that you could do the same thing with an amateur builder and spend a lot less money for the privilege.”

“I called MasterDecks after another firm blundered and delayed through our job. The were such a refreshing change! They met every deadline, were honest and transparent about costs, and were super responsive. We have already recommended them to several friends! Wonderful experience!”

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“The best!”

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“Ryan, PM, provided a great suggestion to enhance the support structure of the deck and did a great job supervising the project. I appreciate his attention to detail. He noticed that the finish on the aluminum rail was not right and he arranged to have it replaced. Quality of work was excellent.”

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“I would recommend them to a friend if they had a simpler project than mine.”

“I know it's a hard job and complex to get everything right but overall I'm happy and would pass them on to others but also would point out shortcomings honestly.”

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“Masterdecks has been great from the first contact we had. It started with a no pressure appointment where they took measures and photos. The salesperson was great and came back a couple of times to explain the different materials and the pros and cons of each. They took time to make sure we could take an informed decision and did not push us towards the most expensive option. Then the project manager took over and came home to visit the sites and ensure we were fully aligned before the job started. They communicated with us and gave us great advice for the choices of colors. Each time we had a questions they answered within a few hours. They kept us informed of their schedule. Our work started right before the snow episodes in the area. The crew came each time they could despite the weather. And they could not make it we were always informed every morning. The process, despite the weather, has been stress free and smooth. At the end of the project I noticed minor cosmetic issues and masterdecks immediately came to fix them to our satisfaction. We could not be happier!”

“Masterdecks did a really nice job. They communicated all aspects of the project and answered my questions and concerns in a way that empowered me as a decision maker.”

“Partway through our deck build, the site lead found that the entire side of our house was rotting. Masterdecks quickly came up with a plan to fix it, and I was satisfied with the price of the fix. They did the additional work and then finished almost on schedule anyway.”

“Chris was superb. He not only knew what to do but was a good finish worker. He has really a broad range of knowledge. Hard worker and committed to the project. I think he saw his work as a signature of his ability.”

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“We're very happy with the work that was done, and we love the new living space. Communication could have been better at the beginning of the project, and the time estimate we were given was far shorter than it should have been. Some of this was due to weather and landscaping issues, but some delays could have been avoided. Overall we would recommend Master Decks and their crew.”

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“Really great job! They fixed some problems without us even having to mention them, and they were fast, efficient, and it's a great deck.”

“Masterdecks removed our old deck and then installed a new 25x14 2nd story walkout deck with a dry ceiling underneath. We are very happy with the quality of the work.”

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“I'm very happy with my deck, they did a beautiful job. We designed it and they were very thorough in everything that had to be done.”

“This was a major project involving decking, railing, and a new roof structure , all on a brand new home in a neighborhood of new homes,”

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“There is no doubt in my mind that I would recommend Masterdecks to my friends. The only issue I ran into was some of the subs that you used didn't deliver on time and the overall coordination wasn't there. Besides that, we are very happy with our new deck! thank you. P.S. Ryan rocks!! He was an awesome project lead and continuously kept us informed (unlike some of the subs where I need to hunt them down to get an update). He was always on top of things and had some great suggestions when things need to be changed or update.”

“We had Masterdecks come out and redo our deck with composite decking and install an aluminum railing with cable infill. At the beginning the project had some minor hiccups, the person who came to do all the demo of the old deck didn't know it is an upper deck, so he had to leave and get ladders which he needed. When the materials were delivered (on time), they asked us to check if everything is ok with color and size, but unfortunately the fascia boards had the wrong size. But the guys from Masterdecks replaced it very quick so the project could continue with no delay. The work was completed when they said it would be and the work was done to standards theypromised.We liked the crew, they worked fast and they cleaned up very well every day, especially the last day they cleaned the deck and removed every single srew or nail from the work area.From start to finish there was an excellent communication with everybody who was involved in our project.We love the work they did! And we're very excited to use our deck as soon as it stops raining. Awesome job guys!!!Anyone who has worked with home improvement projects and contractors before knows how rare good work can be. If you want great work done , give them a call.”

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“We had a difficult project for Masterdecks to tackle...a large deck that was improperly installed by the original home builder which resulted in serious water leaks. The project involved stripping off the old decking, providing the required slope for water runoff and then installing new decking with a waterproof coating. Masterdecks addressed all these issues, and we came away with a nice usable deck.”

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