We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Custom Concrete

Rogo's Finishing Touch, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/04/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I hired Rogos to install a concrete overlay floor in my home, and the results have been unacceptable and unsustainable. My concerns are as follows:

    -There are noticeable and inconsistent variations in sheen throughout the flooring, making it extremely difficult to clean and maintain a uniform appearance.

    -Significant puckering and cracking have developed in the middle of my kitchen floor, with no feasible way to conceal or repair these unsightly flaws.

    -The installation team painted over my restored baseboards without consulting me—despite the time and effort I put into restoring them.

    -The attempted "fix" for the baseboards was done with very poor workmanship; I had to intervene and provide my own materials (including caulk) just to get the work completed to a minimally acceptable standard.

    -The overlay was installed in such a way that my front door can no longer open without force, due to the raised height on the porch.

    I have contacted Gilbert at Rogos four times to address these issues. Initially, he sent me a quote for $723 to fix the problems caused by their own installation. Now he is no longer responding and is refusing to honor Rogos’ warranty.

    Business Response

    Date: 07/01/2025

    This letter is in response to the complaint filed by Molly Hoard.


    On June 9, 2025, Gilbert Rodriguez and I personally met with Ms. Hoard at her residence to address her concerns regarding the color of her concrete floor. During the visit, we listened to her feedback and presented a solution to ensure her satisfaction. As a result, we re-stained the floor to a darker color and resealed it—completing the work at no additional cost to Ms. Hoard. Please see the attached proposal detailing the corrective work.


    At the conclusion of the color correction, Ms. Hoard expressed that she was very pleased with the outcome and content with the services provided.
    We remain committed to customer satisfaction and believe this matter has been resolved amicably and professionally.

    Sincerely,
    Judith Gonzalez
    Chief of Operations
    Rogo's Finishing Touch

    Customer Answer

    Date: 07/02/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23418346, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.



    Regards,



    Molly Hoard



     

  • Initial Complaint

    Date:03/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 ROGO'S Finishing Touch for application of 2 coatings to areas at our home. First coating was cool coat for our deck surrounding our pool. Second was a stain and seal coating to our concrete patio. Reference their project folio number 31164.
    They did a decent job on the cool coat portion of the project.
    The problem is with the stain and seal coating for the patio. There were areas of the patio where the coating was lifting off the concrete. This started happening approximately 3 months after the work was done, so it was starting to peel in April of 2022. I did not complain about this initially because I wanted to see how widespread the problem would become. (There was a 2 year guarantee on the integrity of the coating).
    The second issue with that portion of the project was as follows: When we were initially studying whether to do this project in their show room, we asked if the coating is slick, because we have the pool. They assured us that they would never do this application near a pool without their anti- skid treatment. So, when we started using the pool in May we found that the patio was dangerously slippery. How they could do this work alongside our pool, which is 5 feet from the patio, and not connect the dots that we have a pool is beyond comprehension.
    They took our patio from safe to dangerous because of this.
    Rogo's has offered to redo the patio using a better primer (where was that originally?) at further cost to me (on exactly what day did this become my fault?). We are over 70 and maybe they think they can work us over.
    Subsequently, after numerous discussions, they offered to redo the project at their cost, but we don't want incompetents like them on our property to do anything. All we want is a refund on that portion ($1966.25), but they are not responding to that.

    Business Response

    Date: 04/06/2023

    Tell us why hereThank you for the opportunity to provide a response to Mr. ******’s complaint.  We are a family-owned business, and we take pride in providing superior service to our community since 1981.  As mentioned in Mr. ******’s letter, we offer a two-year warranty with all our jobs rendered to assure our clients have peace of mind knowing that if any issues should arise, we will gladly take care of the problem.
    We have reached out to Mr. ****** and offered to do a wash, re-stain, reseal with grit at NO CHARGE, even though this was not included in the original service agreement, as an attempt to resolve their concerns. Unfortunately, our offer has been declined by Mr. ******.
    Lastly, we have reached out to the Arizona Registrar of the Contractors, and we have been informed that our sole responsibility is to correct the job and that monetary compensation is not mandatory to be in compliance. Consequently, we are unable to refund Mr. ****** the $1,966.25 that he is requesting but we have a team of flooring experts who are ready to correct the issues outlined in Mr. ******’s letter and we are certain our workmanship will uphold our industry standards. 

    Sincerely,

    ****** ********

    Rogo's Finishing Touch

    Chief of Operations

Rogo's Finishing Touch, Inc. is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.