Complaints

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• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I am opening up a Nail salon in ****** . My business partner and I decided to hire Gallardos janitorial services to do our floors. What we asked for was for him to remove the old *********** out the imperfections we wanted to go with a clean cement look. We werent happy with the results it looks terrible! My partner and I called him to express to him that it wasnt acceptable and that we were willing to pay for the supplies he used, but we were requesting a refund for the remaining balance, later when I reviewed the receipt he quoted us for a ***** square foot when our building is only ***** square feet.

  Business Response

  Date: 04/04/2024

  In response to complaints regarding cement floor treatment:

  Our company was hired by *********************** to machine clean/strip and add wax to a cement floor. Approximately 1800 square feet. 

  (Price reflected on invoice included the degree of debris on floor and square footage)

  Before floor was done it was explained to **** cement is imperfect from lots of debris old black glue and building had work done so cement was uneven color imperfect / was not level from construction work. I was clear many times all the old glue from pulling up floor would not come off. **** stated they did not want to invest in new floor so this was what they decided. Just as long as they could run a dust mop over it. So we stripped as much as possible even tore cleaning pads floor is so uneven. Then laid 4 coats of wax. Hence Service Provided.
  

  We have been in business over 30 years. Never a floor complaint. Never. My partner ******************************* is a witness to my conversations with **** regarding floor conversations. What we can and cannot remove.

  We received calls from two different people. Not ****.  They were not satisfied. We explained we delivered service. We were clear to **** we would not be able to remove all marks on cement. I have sealed many cement floors I thought they wanted that edgy look but we received the calls they wanted floor to look new like ****** Floor. That was an unrealistic expectation for that old damaged floor. I was clear with **** what to expect. But other people involved had different expectations.

  I will summarize one of the ladies that called was rude and disrespectful but I was still empathetic to them being stressed opening a new business. I could tell lack of clarity and communication among them as to what they wanted for the flooring. It appears they changed their mind after the fact and wanted our business to suffer the loss. I was clear I cannot work for free. I would give them a generous 25 percent back which I delivered to **** the person. He was who hired us and paid us. Again I personally delivered the refund shake hands in good faith. I spent a whole work day waxing with a worker. And the day before prepping. My time labor transportation my over head. I know I delivered a good service and am not responsible if they changed their mind. I settled with a generous refund. They had a lack of communication among themselves and unrealistic expectation. I was veryclear to **** what was possible with the cement in that building. 
  
  Sincerely,

  ***** & *********************************

  I wish everyone involved peace and business prosperity.????