Complaints

• Initial Complaint

  25/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 18, 2023 we received a quote from Alfa Epoxy's to resurface our garage floor with an epoxy coating. The quote included an amount for applying a levelling compound to correct a problem we had with water from a wet vehicle accumulating on one side of our garage. After preparing the floor ****** told us that levelling was not necessary and applied the epoxy coating without using the levelling compound. We received a final invoice, for $4091, which was for the amount of the estimate that included applying the levelling compound. On the invoice there was no charge for levelling, however the charge for concrete grinding was increased so that the total charge equalled the estimate. We are still experiencing water accumulation along the wall of our garage, it is not level. The water accumulation on the surface is actually worse because the pebbled surface of the epoxy holds more water. The cable that raises the door sat is water all winter and rusted and broke in May. We told **** that we were not happy in December 2023 and they have done nothing about it. We wrote to them again two weeks ago and have had no reply. We cannot reach them on the phone. We have a file of their estimate, invoice and the cancelled cheques and our emails to them.

  Business response

  31/10/2024

  
  
  
  Thank you for your patience as we address this matter. 
  
  
  At **** ******, we always communicate that any additional work beyond the initial estimate may incur extra charges. During our project, we encountered several unforeseen issues that could not be assessed until we removed the existing coating. This revealed two layers that required concrete grinding and extensive repairs to the slab, which we could not have identified beforehand. I will include photographs to illustrate these conditions.
  
  
  After completing the necessary repairs and grinding, I took the time to show Mr. **** ****** that the corners were leveled and provided a slight slope for proper water drainage in his garage. Recognizing the extensive work already performed Mr **** AGREED , I made the decision not to charge him for the self-leveling process. Instead, we left it on the invoice for all the extra labour and material used on repairs - I suggested he use squeegees to manage any water accumulation, to which he agreed.
  
  
  Throughout the project, we added extra sparkle and aluminum oxide to enhance the anti-slip properties of the coating, ensuring a quality finish. 
  
  
  I genuinely want to assist Mr. **** with his concerns, and my partner and I have made multiple attempts to reach him. However, I would like to clarify that while I am not a concrete contractor, I am a professional Epoxy and Polyaspartic Specialist, and we executed our work to industry standards.
  
  
  Thank you for your understanding, and I look forward to resolving this matter amicably.
  
  

  Customer response

  08/11/2024

   
  Complaint: 22326813
  
  I am rejecting this response because: 

  In the response to the complaint at the end of the first paragraph it says I will include photographs to illustrate these conditions. The man I spoke to in your office, said there were not any photographs included with the response.

  I remember well the discussion I had with ****** of Alfalfa Epoxy on November 29, 2023. Earlier in the afternoon Mrs. ****** had made fresh cookies and we took some cookies and cups of coffee to ****** and his *******. At about 4 PM, when I went out to the garage to collect the coffee cups and plate from the cookies, ****** told me that he did not think putting a leveling compound on the floor was necessary and that he would charge more if he did it. I told him the only reason we had the floor done was to get rid of the problem of water pooling on the left-hand side of the garage. I did not agree to not doing the leveling, however, I did not strongly disagree at that time. I did not agree to using a squeegee to manage any water accumulation. 

   

  The statement in the response that my partner and I have made multiple attempts to reach him is interesting. The last email I have from Alpha is from ***** ****** on December 21, 2023. I sent an email to ****** Tschuschba and ***** ****** on September 11, 2024. When I did not receive a reply, I followed up by leaving phone messages on their phones at ************ and ************. When they did not reply to any of these attempts to talk to them, I sent a complaint to the Better Business Bureau on September 24, 2024.

   

  Thanks for your attention to this matter.

   

  **** ******

  ************

  
  
  Sincerely,
  
  **** ******

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