Complaints

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The job performed on sealing my patio pavers in July 2022 was backed by a two year warranty. After 4 months, it looked as if the job was never done at all. I contacted them on 11/28/22 and they came out on 12/10/22 and agreed the job needed to be completely redone. The man who came out called the owner and told him “I don’t know what happened… this is very bad…Are you sure it was sealed?” he blamed weather and poor employees that had been fired then told me it would be done in 2 weeks. After 5 weeks of no contact, I got them to come out on 1/21/23. Within minutes of starting the job however, they claimed their motor stopped working and they would need to return on 1/23/23 to do the job. I received a text message at 7:00am on 1/23 asking if it was raining here. I replied that it wasn’t and the forecast showed clear skies for the day. There was no further communication after that and they did not show. On 1/24/23 I texted them that at this point the only resolution to this matter is a refund. They responded by telling me that the issues were actually my fault and I had voided the warranty because my dog had defecated on one small part of the patio and therefore they didn’t need to redo the job or refund me. I do not deny that my puppy has had accidents out there but they took full accountability for the poor work, never once mentioning dog waste voiding the warranty until I requested a refund. I asked them to show me where it states in their warranty that pet waste would void it. They sent one form but it does not mention pet waste specifically so they then blamed poor drainage (only thing in my drain is the washed away sand!) and also said they weren't going to issue a refund because they said they would do the job just “didn’t tell me when.” They claim that they called and texted me multiple times on Monday to tell me they weren’t coming which is also a lie. Security camera footage and phone/text logs can prove every statement I am making.

  Business response

  01/27/2023

  
   Paver sealing.  
  
  
  Painting Perfection LLC warrants this residential application against defects in workmanship or material failure such as cracking, peeling or turning yellow as follows:
   
  For 2 years from the date of sealing, Painting Perfection LLC offers a "water bead guarante" and will repair at no charge all defects deemed by Painting Perfection due to workmanship or materials .
   
  Important:. This warranty excludes damages caused by failure of any previous coating/sealer, failure of the substratum, or damage caused by customer abuse or neglect. Slate, Flagstone and any other natural stone which the customer requires to be sealed is not covered by the warranty. “Efflorescence” is not covered by this warranty, but is occasionally covered by the builder. According to the “ICPI” (interlocking concrete pavement institute), efflorescence is a natural process, in which a random white haze may appear on the surface of the brick, which is caused by lime or a water soluble calcium oxide that rises to the surface after repeated saturations due to rain or sprinklers. Efflorescence does not affect the integrity of the bricks and will usually resolve itself with time and exposure to the elements.”) The proper sealing of concrQete brick pavers can either retard or stop completely the efflorescence process due to the moisture protection achieved by the sealing process. However, this warranty does not state or imply that efflorescence will stop as a result of the sealing process. 
  In addition, some brick pavers lie in a heavily moisture ridden substratum (due to improper drainage) which may cause the bricks to retain moisture and cloud the bricks as well as cause growth of mold/mildew. Only proper drainage will correct the problem and is not the responsibility of Painting Perfection. Growing of grass is not covered under warranty grass will always grow. We can slow the process of the grass from growing but mother nature is Mother Nature. 
   
  The customer understands that the sealing is only as good as the quality and condition of the bricks that are being sealed. No claim is expressed or implied that we can totally remove all stains prior to application. We remove as much as is possible with today’s technology, yet some stains such as paint, oils and efflorescence are set deep into the pores of the bricks making total removal impossible without serious damage to the delicate patina of the bricks. Some stains can only be removed by having the bricks replaced manually… (Make sure that the replacement bricks are a close match to the originals in their unsealed state.) In addition, no claim is implied on how long the sealer will last (condition, quality and how well the pavers are maintained can effect durability). During the course of normal use as well as Installations exposed to driving winds or runoff your pavers  may lose some joint sand that can be simply replenished with dry sand.  The paver sand may settle in some areas to the bottom of the paver joint. In addition as a result of heavy rainfall as well as direct contact from pressure washing, water hoses and sprinklers, some of the joint sand may become loose or wash out. This is normal and cannot be avoided.  Note that the sealer can be slippery in some cases, which we cannot be liable for. This is the only warranty given by the warrantor
  
  By signing this document, the customer agrees to the services and conditions outlined in this document.

  Customer response

  02/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  1. items listed above do not mention the issue at hand.

  2. I have David through text and on camera admitting a poor job and promising to redo it. 

  3. I never signed anything.

  I still insist on a full refund.

  Sincerely,
  
  **** *****

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