Complaints

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or around April 28, 2020, the process started. We paid approximately 18,400.00. for the job. It was concrete work and resurfacing around the pool with etching like stone work. we were very pleased with the work he did, On June 22, 2020, we started have cracks on the resurfacing area. we notified him and he said he would be out to solve the problems. he was short on staffing, but he would come out. we kept in contact with him because he never came back. we kept setting up time frames for meeting with him, but he never showed, when we were there. then on May 18, 2022, he came back with a text and told us he wasn't responsible for the cracks. But he told us , sitting at the Kitchen table, he would take care of them, when they happen, we understand, that it's not lifetime warranty but it didn't make it 3 months. so, he never kept his agreement. He has never shown up or try to repair anything.

  Business response

  03/11/2023

  The customer stated he was pleased with with work I did. His complaint is that cracks appeared in the resurfaced concrete after about 3 months. During our first meeting and again at the time of the contract agreement, I made it clear to the customer that "concrete cracks" and we do not warranty those cracks. I did say that if they happen we can come back and address them, but that it is not a warrantied item. I was short staffed because no one wanted to work during the Covid pandemic so that did delay my time in coming to look at the cracks.  But I did stick to my word and I did come out and look at the pool deck and the cracks on the pool deck. I worked up a plan to address them. Then when I spoke to the homeowner, I reminded him that cracks are not a warranty item. He got aggravated with me and threatened me with a lawsuit. I will not return or have my employees go to repair those cracks under a hostile environment, however, I am more than happy to work and resolve in an amicable enviornment. I pride myself on my customers being happy with our work and customer service. I will always do anything in my power to make sure a customer is pleased with the job and feels cared for even after the job is complete. ..

  Customer response

  03/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  Yes I did say we liked the work he did AT THE TIME ,we were pleased with, but then the cracks starting to developed. He Told *** and myself at the kitchen table, that some cracks would appear but he would come back and repair them. He didn’t mention that there were no warranties on repairing the cracks.  But within three months they started. We didn’t assume a lifetime warranty ,but within 3 months, we figure he would repair them. Had he told us the pool area which he resurfaced would  look like broken glass, we wouldn’t have spent $7000.00 on that project. No sane person would have. Now the pool area is a safety Hazzard because of the broken cement. We have to wear foot covering to avoid chars of cement slicing our feet. I still believe that the replacement product he use to replace the product he normally used was the problem. I feel his employees were not trained to use the new product. I also don’t understand the Hostile environment when we never spoke to each other in person as he seem to improvise in his comment. All our interactions were by texts. He always missed the appointments he set for one of us to be there so we could talk about the issues. After 2 years of going back and forth by text messages and avoiding sitting down with us, we felt he just didn’t want to repair his mistakes. If he really wanted to make his customers  feel good about his service and the way he conducts business’ through his company, (********** Flooring), he would have kept his word and repaired the problem instead of avoiding us.
  
  Regards,
  
  ****** ******

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