Complaints

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• Initial Complaint

  Date:18/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used this business to do polished concrete floors in our new slab on grade home. We have paid their quoted price of just over 22 thousand dollars. On inspection we found that they did not grind the approx 70 corners to allow us to put baseboards on without grinding these corners ourselves or notching every baseboard. I have asked the owner what the normal procedure is regarding the corners and have requested they come and finish the job. Still waiting. I put a review on their website and Facebook and the owner phoned and threatened legal action if I continued with negative reviews. They also took longer than their estimated time of two to three weeks to do what they apparently call a completed job, putting us behind on finishing the rest of the project.

  

  Business Response

  Date: 28/02/2023

  Due to all our cutting tools for concrete being round and
  cut /polish by spinning we can not efficiently cut into a 90° corner.  The industry standard is to get as close as possible
  with a 4” hand grinder and that is exactly what we did.   I verbally
  answered this question for Mr. ********** and explained to him that we have finished
  every inside 90°on every polish job in this way, and I even asked him to get
  another opinion from another concrete polisher because he obviously did not
  believe me.  I attempted twice to go to Mr.
  **********’s house to explain the situation and show him the problems we would
  create by attempting to cut into corners now and potently damaging up to 2 feet
  out from the corner.  The only responses I
  received are threats and a smear campaign on my Social Media page, well after
  they already left a  negative google
  review on my business page.  It  should be noted as well that we finished
  these edges/corners first and the Mr. ********** was looking at this everyday
  for 2 weeks and never once made any complaints until well after the job was
  complete and we had left.  He even asked
  me a week into the job if the edges were finished and I told him yes.
  
  I told Mr. ********** we would be at his place for 3 weeks
  at least, he accepted this answer.  The
  job site was in Didsbury and we were driving in from Red Deer (3/4 hour one way).  We started grinding work on Friday January 13
  2023 and finished and left site February 08 2023.  We did not work 8 weekend days in that time,
  we did not work January 25-29 because of a travel not recommended on Highway 2
  for a couple of days and another contractor working in the house preventing us from
  access.   By my math this is Three weeks and 5 days even
  with the delays.  I think Mr. **********
  is being unreasonable about the time it took to finish the job and I do not understand
  the anger and the threats directed at Rusty Spurr Coatings.

  Customer Answer

  Date: 01/03/2023

  
  
  Complaint: 19428169
  
  
  
  I am rejecting this response because:the owners response is totally fabricated. He never at anytime said the corners would be left as they are. It was the day after they claimed they were done that I questioned why they left them not done. There are  grinding tools for 90 degree corners, a quick look online shows this clearly. They obviously don’t have this tool to complete a $22000 plus job for their customers. The travel time etc is also without merit, they knew we were in Didsbury when they quoted. Most days they didn’t get to job site till 10am or later. The weekend thing is also untrue, one employee wanted hours the owner told me and would work weekends. He came on two Saturdays but may as well have stayed in Red Deer. Was either on the phone or wandering around making it look like he was busy. Bottom line is they took on a job, held up the rest of the project by taking so long and did not finish the job leaving the customer to finish what they should have
  
  
  
  Sincerely,
  
  
  
  *** **********

  

  Business Response

  Date: 07/03/2023

  As for the time to do the job we stated it would be at least
  3 weeks and it ended up taking 3 weeks and 5 days.  There are various factors for this but its
  done and we can not change it.  I would
  like to apologize to Mr. ********** for the extra time and I to wish it would
  have went faster then planned.
  
  As for the 90 degree corners I feel bad that Mr. **********
  is not happy with the outcome but I can confirm that we have never finished a
  corner the way he thinks it should look.  There are several tools on the internet that claim to be able to accomplish
  this but they simply do not work.   I have spent thousands of dollars over the years
  on tools for this purpose only to learn that they eighter do not work or cause
  to much damage to the surrounding floor.  Unfortunately, it comes down to you can not put a round cutting tool
  into a square corner.  I truly wish I had
  a better solution.

  Customer Answer

  Date: 08/03/2023

  
  
  Complaint: 19428169
  
  
  
  I am rejecting this response because: Rusty Spur Coatings did not say 3 weeks minimum, they said 2 to 3 weeks. As for the 90 degree corner tools, I bought one and it works fine. I will rent it to Rusty Spur Coatings so they can properly finish corners if and when they do anymore polished concrete in areas that have been framed. Very unprofessional way to do business. 
  
  
  
  Sincerely,
  
  
  
  *** **********