Business Profile
Decorative Concrete
Tru Grit Garage Flooring LLCThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I engaged Tru Grit Garage flooring for Epoxy and Polyaspartic coating of a covered patio and paid $3490.32 after completion on 5/25/2024. The price included a No ****** Lifetime warranty. I reported that defects in the flooring had appeared within 4-5 months of flooring installation where the flakes were sticking out of the clear coat and were coarse and sharp. There is barely any coating left on the flakes. The sharp flakes posed a potential for injury to the feet of humans and pets. If done properly it should feel like semi-smooth bumps across the entire coating surface. The cause is failure to smoothen out the flakes and application of insufficient thickness of clear Polyaspartic acid coating material to cover the edges of the flakes. We have only used an approved cleaning agent called Simple Green as recommended. I reported this to ***** **** (Senior project specialist) who had a site visit on 10/23/24. He acknowledged that the flooring surface needed sanding and application of a fresh clear coat to cover the flakes, and sent an E-Mail 11/7/24 that he was working with his post project support. My repeated E-Mails requesting repair with sanding and a top coat application were subsequently met with a response that the current texture on the substrate is not technically a defect and not covered under warranty. I have since researched online had the Epoxy flooring examined by at least 2-independent Epoxy flooring contractors, who agree that Epoxy flooring is a defect in workmanship and product quality and should be covered by the warranty. Tru Grit sent an E-mail 11/15/24 that they would work to schedule an additional topcoat on the surface but reneged again on an E-mail 11/18/24 that they will not cover the defect under warranty, but would charge for an additional coat.Initial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of Project: 6/12/2024 Its been a frustrating experience with this business from the start. After the deck project was finished, the company sent a team out multiple times to address cosmetic issues, but each time the work was done, it rained soon after. The last time they came to address these concerns, the same thing happenedit rained again, and at that point, it seemed like something wed have to live ********, less than six months later, the sealant has all but disappeared. After following the companys instructions to clean the deck with only Simple Green and water, the sealant has faded significantly, and dirt has gotten deeply embedded between the flakes. It's now clear that the deck was never properly sealed to begin with. A simple close-up photo shows just how bad it has gotten, and this isn't happening in just one area; it's happening across the entire deck.The root cause of this ongoing issue seems to be the fact that the deck was sealed right before a major downpour. The sealant never had enough time to properly cure, and now we are left with a deck that is already in need of resealingless than six months later. This is completely unacceptable. Its not only frustrating but also a waste of time and money.While the weather is beyond their control, its hard to understand why this type of work was done on a day when rain was clearly expected so soon after the project was completed. If the conditions were not right for proper curing, they should not have proceeded with the project in the first ******** short, the quality of the work has been poor, and the company has failed to deliver a lasting solution despite multiple attempts to fix cosmetic issues. It's disappointing to have to deal with a deck thats already deteriorating and requires additional attention less than six months later. Tru Grit has stopped communicating with me since my last rebuttal sent to their customer service department on 11/7/2024.Customer response
01/20/2025
The business contacted us directly and agreed to complete the necessary rework on our deck due to the sealant failing. We appreciate their willingness to work with us in order to provide a resolution.Customer response
01/30/2025
Yes, this complaint is resolved.Customer response
02/04/2025
Yes, this complaint is resolved.Initial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
paid for garage flooring. flooring installed and when able to walk on it it was very slippery! when it is wet it will hurt someone! called person that set up appointment **************. she gave me another number for touch up. contacted them numerous times. first contact was on Oct 9 2024. have not heard anything back. texted 9270 number again with no reply. I know it works because that is how we communicated. no issues until they got paid! Unacceptable and now have to contact and pay reputable flooring company to do it right!Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Tru Grit coatings will not repair our decking that has yellowed and the painted pool edge is cracking in many locations. We have sent pictures and made many phone calls non of which were repaired, nor did the company send out anyone to personally look at these defects. They will not take phone calls anymore and when messages are left there is no return phone call to resolve issues nor to come to the job to look at the issues that were to be covered by their lifetime warranty which we have in hand.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I engaged Tru Grit Coatings to resurface my pool deck and paid $6,895 when completed on 3/4/22. The Tru Flake warranty is for 10 years from date of completion. Exclusions consist of using any cleaning products other than Simple Green or ****. My surface is yellowing in areas and is also on the bottom frame of my pool enclosure where it came in contact with their application. I contacted **************** to advise them of my situation and supplied them with pictures. Their response was to say that I must have used an unapproved cleaning agent and this is not then covered by the warranty. I advised them in response that I had not used any cleaning agent and only had it power washed several times. They responded that their systems do not yellow. They suggested that I could purchase a maintenance service for $1.50 per sqft to grind down the existing top coat and apply another topcoat.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had the pool deck done by ******** about 18 months ago. The also did our garage. The pool deck started developing white patches. I contacted the company and at the end of October 2023 they came and scraped off the white patches and reapplied their products. Within a month I started to see more white patches including the ones they fixed. I contacted them again and they sent ***** who originally sold us the floors to inspect. At the time he said he would send pictures to their chemist to see what is causing the issue. I was never asked any questions about how I cared for the deck or anything but I only used the recommended products. I then received an email saying they will not fix it as it doesnt fall under their warranty although the contract states a 10 year warranty. They then said I would have to pay them to fix it. I wrote a review on their website stating the problem and they responded that my pool company left chlorine pooling on the deck. I do not have a pool company and the areas are not even where chlorine would splash. I have never had the deck exposed to any pool chemical and do my own pool. This was a very expensive project and they are not honoring their warranty. If they cannot fix it we need our money back. I see others are experiencing this same issue.Customer response
06/03/2024
True Grit has been very accommodating to address the issue I have been experiencing and I am very pleased with their willingness to fix the problems with the pool deckInitial Complaint
12/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Trui Grit put coating on my pool deck 26 Jun 22 and hand to come back and fix several areas where grey was showing. The fix they did looks worse than before. No instead of grey showing we have several white spotty areas. I have contact Chris from Tru- Grit on 17 Aug 22 and 1 Dec 22 and have not received a response. I paid $9477.50 for this coating and it looks bad and needs to be fixed.Customer response
02/13/2023
Britta Mason-Harris
Tru-Grit came out on 6 Feb and fixed my pool deck. They did a great job and my pool deck looks great! Thank you for your assistance in this matter.
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Contact Information
Customer Complaints Summary
8 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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