Complaints

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• Initial Complaint

  Date:07/23/2024

  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.

  6/11/24 I accept the contract to do my pool deck the company start the job on 6/18/24 the problem start when they apply 2 different colors of flakes on the epoxy I notify the worker the next day and he said the colors they get mix they have to apply 2nd coat when they finish the finish was slepery I mention to the supervisor he came to my house he suggested to do another coat they finish on 6/26/24 they said the waranty was lifetime we went to the office to get the waranty I mention to the owner I I was getting water stain and he responded w the attitude telling me I want 3 coats my answer was you guys apply the wrong color and he said that was that is why I starting getting water stain so far I still waiting for the company to come and fix the problem I have proof of pictures from start to finish the job any questions my number is ************

  

  Business Response

  Date: 07/30/2024

  In response to the complaint letter from ***************************. We completed the customers project, the customer said we put down the wrong color of chips, we did not, we put down Outback/Sandstone chip color, The United stars chip manufacture calls the chips Outback, and Penntek call the chips sandstone. They are exactly the same color, with the exact same formula of chips. In regard to his slippery floor, the customer rejected our recommendation of adding Gatorbite and Silica sand, the customer only wanted Gatorbite into the top coat. We applied 2 top coats, the first top coat with not anti slip agent, then the second top coat had Gatorbite. The customer complained that it was still too slippery and we did not add any Anti slip coating into the coat, we did. So, we added a third top coat with Gatorbite and Silica Sand. Now the floor is not slippery, this is what we wanted to do in the first place. The customers have been very confused the through this entire process of us coating their pool deck. For them to say i had attitude in the office is incorrect, i did ask them to leave our office, because they were getting hostile towards me, with the office staff in the office, and they also felt very uncomfortable. The customer wanted $200 dollars off of our bill because we got debris in the pool, we took the $200 dollars off and credited the customer. Now the customer is saying there are stains in the floor, this floor is about a month old, they need to clean the floor, but just washing it down with a hose will not suffice. They will need to scrub the floor and use water and soap to clean the pool deck. Thye cannot let chemicals dry on the pool, that will effect the coating. Since they have 3 top coats, this will not incur more staining issues, they stated i said that in the complaint, that is false. In regards to the manufacture warranty, this is a lifetime warranty for the coating. It covers UV stability, will not turn yellow, will not chip or peel. Why the warranty said limited lifetime warranty because the warranty does not cover the substrate under the coating, so if the concrete fails, then this would not be a warrantied event. We tested the concrete, looked for in problems, and we did not find any. So the warranty will stand. I will call the customer, they will still complain about the color. We gave them more then what they paid for, we gave them 3 top coats, which should incur more charges. 

  This customer has turned into a harassing customer, they have sent me 2 emails that have not been very professional, they show up to our office and very demanding. We always come out to fix there issues that they have had. 

  I have attached the warranty and after photos of the project. 

  This project turned out wonderful, very very good install. All of our team are certfied installers with the manufacturer. We have never had a comlaint with anyone. 

   

   

  Customer Answer

  Date: 08/02/2024

   I am rejecting this response because:
  
  Steve Holloway had certified installers work on the pool deck and mistakes were made by the company. After final pmt was made on June 28, 2024 for job completed. No one from the company has returned to fix the problem of white stains on a deck that is CHEMICAL RESISTANT. I have additional pictures, emails and videos showing that I'm correct in my complaint and my wife nor I were never harassing, demanding or rude to anyone. I was being IGNORED in my email sent so I went to the office to speak with someone. I have all my evidence.