Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In January of 2023 we hired 804 Restore to do an epoxy floor covering on our basement floor. As part of the contract 804 was to repair and fill all cracks to prep the surface before a vapor barrier, epoxy and urethane coating were applied. The install crew used ordinary play sand which has moisture in it to fill the cracks instead of silica sand which is dry. Upon discovery of the problem the crew dug out to the wet sand and refilled the cracks. The project continued and the vapor barrier, epoxy and urethane coatings were applied. Right after the project finished the owner of the company showed up and noticed the epoxy wasnt curing and in some spots was bubbling. At that point a 500 square foot section of the floor had to be scraped up and redone which created a seam between the repaired side and the non-repaired side. Mind you, the main goal of an epoxy floor is its seamless finish. I was less than pleased with the finished project and was given a discounted price.However, less than a month after project completion the floor started bubbling up in many spots due to trapped moisture under the epoxy. I notified 804 Restore immediately upon discovery of the issues and the owner of the company said he would send someone out to look at it but would have to get back to me on when he could schedule that. Months went by with no communication from 804. I would reach back out and calls/ texts were ignored. I finally got a confirmed date almost 1 year after my original communication of the issues. The owner sent a crew out to repair the floor in March 2024. Less than a week after the new repairs were made the floor was again bubbling up and urethane wasnt applied in some areas which has to be done to protect the epoxy. On top of that the crew didnt use any sort of drop cloths or protective barriers so there was not only dust all over the place but my walls and baseboards were covered in splat marks from the epoxy. Terrible customer service and workmanship.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early July, ***** of 804 Restore came to my home to resurface the concrete around my pool. I selected the colors based on a sample board that he left with me. I have an existing patio that has a dark gray boarder with a light gray for the balance of the surface. I asked him to match the existing patio and the color on the sample board was a good match. After selecting the color and texture, we signed a contract for the work to be done. It was suppose to take 3 days and complete the first week of August. ****** team came out and prepped the concrete, and started to apply the color to the pool concrete. Day one went well. The next day they worked they marked off the lines and sprayed the color. As soon as it started to dry I noticed that the main color was too dark and immediately contacted *****. He indicated that it would dry lighter and didnt seem concerned. It did not dry lighter. After much consideration and conversation with *****, I decided to just let the color mistake go. I asked that he have his team touch up the coping color as it was streaked and looked like it had paint/stain run lines in it and requested he finish the boarder. After multiple excuses and many weeks, his team came back out and redid the coping in the wrong color and left streaks of stain on the pool liner. I immediately texted him the issue and he planned a visit. He came out and was very frustrated that I was asking for a resolution for the 2 and 3 issue that his team created. He had no resolution for me and could not fix the stains on the liner without further damage to the liner. He threw his hands up with no options. I recommended he put in a boarder to cover up the discolored liner. And to correct the coping liner and finish the concrete boarder. Bother we finished last October. Today, at three months, I have a concrete pool patio that is not the color I selected, a pool liner that is stained, and an incomplete project. I want a full refund.

  Business response

  11/30/2023

  I received a text/call from ****************** that the thin finish color did amp after being sealed from the original coat that was applied on the prior date, we had a discussion about it and she agreed that she could live with the color and was pleased with the look of the pool deck. She requested we get the run lines on the boarder of the stamp and the pool coping takin care of, so it would be a more uniform look and not have sealer run lines. We did take care of this issue, far as the concrete coping, I ordered a new light grey that she agreed on. We applied a new coat to lighten up the concrete coping and she pleased with the color and results. We had recently applied a darker color that was not acceptable, I agreed with ******************. The technician that was applying the wrong color also did not protect the pool liner that did run down onto the pool liner. When discussing this with the home owner, that were very frustrated (which I understand) about the situation with me, as I was also at the moment frustrated with my technician on the way he applied the coating and knows better to cover and protect surrounding surfaces. ****************** recommended a pool boarder she found online. I did some research and found a company in ************ that sold these particular pool liner boarders. I sent ****************** the link to pick out a pattern, She contacted me with in a week or so with her decision. I then ordered the pool boarder, once it arrived I set a time a date with home owner so we could install the pool boarder. We installed the pool boarder liner as ****************** requested. We worked and got and got 85% of the pool boarder installed, the owner was pleased with the results at that time. We came back and did the corners and steps sections on the next trip. I was under the impression from conversation that ****************** and I had that she would be pleased once the pool liner boarder was installed.

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