Complaints

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 24th we received an estimate for epoxy flooring for $2268.00. We made the down payment of $567 on credit card. The estimator said her father would take care of sanding down the concrete, the estimate includes "prepare the surface by mechanically preparing". On 5/30 they came out to put down the base layer. My husband called on the 31st to ask about one specific area that appeared to not have been covered smoothly with the base layer. **** stated that as long as it isn't over "two credit cards" in thickness, the epoxy will cover it. On the 1st, they came out to pour the epoxy. We paid $1500 in cash for this, waiting to pay the remainder until he returned for the clear coat. When we were able to walk on it, we saw that the area we had been concerned with was not covered properly. It caused the epoxy to not flow properly. We contacted **** on June 4th who said he would be out to look at it. Around 6:15 he texted and said he would be calling us, he never did. On the 5th we called him and explained our concerns. He said he would just send us our money back minus the cost of supplies. He said the concrete was not his problem, but ours. He then threatened that he knew a judge in ********** and said we could hire an attorney. I did receive the $567 back to my credit card on 06/07. We have yet to receive a check. I emailed **** on 06/16 to ask about the check and he said it was mailed on 06/14. He said the check would be for $400, even though we gave him $1500.

  

  Business response

  06/28/2023

  You pick rum and sandbar there was nothing wrong with floor they decided to go with sandbar after we put down  also needs to be noted home homeowner was not ready on installation date  we put metallic floor  down on original substrate  after we where complete home.owner say looks great but I can see patch where homeowner patch and we grinded flush 2 different bag mixture where seen this is not our issue  homeowner wanted us to.come back and redo system and no charge. This is something we where not gonna do for free

  Customer response

  07/03/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  We were ready on the date of install. This has nothing to do with the color of the flooring, it has to do with the job. It was not quality work as evidenced by the photos. When we called after you did the base layer with our concern about that portion not being covered, you said it would be. Rum and sandbar is what we wanted. It was darker than anticipated, and we would have been happy with it had the area of concern been covered. The contract said you would grind the concrete. When doing the estimate, we asked ****** if we needed to do anything prior. She stated you would take care of it. We never said we wouldn't pay for you to come back out to fix the issue. We just wanted our "epoxy flooring done right".
  
  Regards,
  
  ***************************

  

  Business response

  07/03/2023

  I offered to redo floor after home owner was gonna self level floor and he wanted us to.come back for free    there was a l shaped area where homeowners patched with bagged concrete not from a concrete company 2 different substrate    we have given then back deposit  I think we did what we the customer wanted us to do we grinded l shaped area like hr wanted. Remember  concrete is hand trowel u will always see things in concrete

  Customer response

  07/12/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer response

  07/12/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  The business owner stated he would come back but wasn't sure when he would be able to get to us. When we asked for the soonest date available, the owner said he was very busy and would just send us our money back. We never discussed having it done for free as he said he would just refund us. The owner was getting upset and as I stated before, told us he knew a judge in ********** if we wanted to go to court. He did state he would refund the deposit (which he did) as well as mail a check minus the materials. He said the check was mailed June 14th. As of today, we have not received it.  In the previous response, the business owner stated that his work would not cover up the difference between the two substrates. Why would you attempt to do the work knowing it would not cover it up? We asked about this ahead of time. The estimator said it would be taken care of, as did the business owner when we asked.
  Regards,
  
  ***************************

  

  Business response

  07/12/2023

  We offered to redo at owner expense home owner wanted us to come after her husband finish self leveling  which was would have taken 2 days for owner to fix floor from concrete being un even  which can only be fix by replacing concrete or self leveling it and I said it would take me 3 weeks to get back out  he said f*** that  i said if he has a problem call my atty in **********  and gave him his number we also have sent a cease n and desist  so this is the end if  this back and forth  .

  Customer response

  07/21/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  Once again, we did not say we wanted the floor redone for free. In fact, it was never addressed at all. I have included a copy of the email from the business saying a check has been mailed to us. Once again, as of today, July 21st, we have yet to receive it. 
  
  Regards,
  
  ***************************

  

  Business response

  07/24/2023

  Well her husband demanded the floor be done with in 2 days we are 60 days . As for the refund we did refund deposit  which was done by cc I thought se paid by ck.  We will not refund and more money why should we be out the money because there substrate is not perfect but they wanted perfect  they should have replaced all the concrete  there was nothing wrong on installation or the product which we have spent is well over ****. So we are out our labor  

  Customer response

  08/02/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  In the email I attached to the last message, it states that the business owner did refund the down payment on our credit card; however; it had also indicated he already sent a check in the mail as well. So this shows the business owner was not truthful when telling us the check was already sent. 
  
  Regards,
  
  ***************************

  

  Business response

  08/02/2023

  Refund of deposit was my cc. Which was returned like we said I thought it was a ck it was returned by cc

  Customer response

  08/09/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

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