Complaints

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• Initial Complaint

  Date:11/16/2022

  Type:Product 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.

  Date of Services / Transaction: Nov, 2021 Amount: $3300 Scope of Services: Epoxy garage floor Nature of Dispute: 1) Improper application of epoxy of garage floor coatings. The material was sprayed on and needed to be rolled leaving an uneven application of the product. 2) Sunup did not prepare the 2-part mix properly; the mixture needs to be inducted ('sit') for approximate 30 minutes. Sunup poured the two parts into container and immediately began to use the product without the mixture being ready. 3) Per the manufacturer, ******** *****, the spraying of their coating needed to be rolled onto the surface, environment temperatures were within ******** ***** parameters. Sunup blames the temperature for the issues (temps in the 50's/60's for the ambient temp) 4) then entire garage has 'overspray' on the walls which needed to be repainted. 5) second payment to Sunup was never received at their PO Box. Per the bank, I needed to cancel the payment (which was done), wait the 90 days to ensure the check was void and reissue (which was done). Sunup demanded immediate 2nd payment, did not accept the **** did not deliver the payment and was not willing to wait. 2nd payment was made and accepted 90 days after the garage epoxy services. This summer the garage was) then ground down to bare surface (again), reapplied with the assist of ******** ***** and subcontractor. Resolution: Sunup has not tried to resolve the issue; either with repair services or monetary compensation. Repeated attempts to contact them went unaswered for weeks...finally they answered and they were told they were on notice for a complaint

  

  Business Response

  Date: 12/21/2022

  The business responded to this complaint but asked that its response not be published.

  Customer Answer

  Date: 01/09/2023

  Complaint: ********
  
  We do not accept Sun-Up Sealcoat response and their lack of adherence to workmanlike standards and manner for our garage floor epoxy project. 

  Their reply is void of any of the points we previously raised:
  

  - Improper application of epoxy of garage floor coatings.; Sun-Up sprayed the epoxy causing uneven coverage vs rolling the product for uniform coverage, as recommended by manufacturer;

  -  Ignored induction time set up:  After mixture of the 2-part product, Sun-Up immediately began using product vs allowing time for the mixed product to ‘sit’ for up to 30 minutes, per manufacturing recommendations. This period of time is required so that the cross linking of the 2-part components can initiate a chemical reaction for proper application. Sun-Ups immediate use resulted in spotty coverage;

  -  Environment conditions:  Sun-Up attempts to blame the temperature for the issues vs temps were in the mid- 50's/60's, within range of manufacturer’s specifications;

  -  Over spray:  Sun-Up’s spraying of the product created an overspray on the white garage walls despite their effort to provide a 2 foot paper barrier from the floor up the wall.  The spraying resulted in a noticeable difference in color (lower to the floor an original white vs above the area where paper was applied a definitive line starting with a gray-ish tint up the wall (the color of the epoxy was sliver/gray-ish).Garage walls needed to be repainted;

  -  Payment:  project price and payment terms were agreed upon.  Sun-Up mentioned they never received second payment at their Vail CO PO Box. Check was issue in a timely manner for the agreed upon amount.  Per the bank, they encouraged us stop payment on the check (fee was levied), wait the 90 days to ensure the check was void and reissue. Proactively we notified Sun-Up that they had not cashed the check while reconciling our account, they demanded immediate 2nd payment again regardless of the situation. They did not accept **** did not deliver the check and were unwilling to wait for the check process with the bank might clear. Sun-Up accounting didn’t realize they had not seen/cashed a check and was heavy hand with their necessity for payment;

  -  Customer Service:  repeated attempts for weeks to contact them went unanswered regarding issues with their work.  Finally, they answered and were told they were on notice for a complaint.  Still no positive Sun-Up action to remedy the situation;

  Resolution: Sun-Up never tried to resolve the issue; either with repair services or monetary compensation.
  

  Further:           
  -  "Sun-Up Sealcoats is discouraged to see this complaint." RESPONSE:MANY ATTEMPTS WERE MADE TO SUN-UP SEALCOATS TO MAKE THEM AWARE OF THE ISSUE(S) AND EXPRESS OUR DISSATISFACTION WITH THE SERVICE.SUN-UP SHOULD NOT BE SURPRISED BY THIS ‘BEING DISCOURAGED’ WITH OUR DISCONTENT WITH THEIR SERVICES;
  

  -  "We encourage you as the client to understand the impact of misleading or construing information to a third party." RESPONSE:THERE IS NO ATTEMPT TO MISLEAD OR CONSTRUE INFORMATION TO BBB.INFORMATION STATED IS BASED ON THE REPRESENTATION OF THE FACTS, AS THEY OCCURRED AND WITH EXPERT INPUT FROM ******** ***** TECHNICAL SUPPORT AND ON-SITE ASSESSMENT.NO COMMUNICATIONS ABOUT OUR NEGATIVE EXPERIENCE HAS BEEN MADE IN THE PUBLIC DOMAIN;
  
  -  "Sun-Up Sealcoats chooses to be held to the highest standard by our community and trust that our clients we enter contracts with are the same. From the past 3 years of being on the BBB we have not had such feedback." RESPONSE:RECENTLY, SUN-UP DID HAVE A NEGATIVE CLAIM MADE BY *** ******* ** ****, AS CONVEYED IN LOCAL NEWSPAPER AND CONFIRMED BY B. B****, OWNER.OUR SITUATION IS NOT AN ISOLATED INCIDENT WHERE SUN-UP SERVICES HAVE BEEN QUESTIONED.
  
  -  "This is because of our operation and the excellent clients that have been able to work with us. It is unsettling to know that there is a previous client in our area that does not see through the scope of our service." RESPONSE:PER SUN-UP ******** PAGE, PHOTOS, THEY EXPRESS THEIR COMPETENCY AS Paving & Asphalt Services.YET THEY PRESENTED THEIR EXPERIENCE, CAPABILITY AND ABILITY TO DO THE JOB, WHICH CLEARLY IS NOT CORE TO THEIR PROFICIENCY.
  
  We expect full refund of our payments:
  $2000, 1st installment
  $1300, 2nd installment
  $31, Stop payment fee with ***** *****
  Total:  $3331.

  Respectfully,

   

  **** *****

  

  Business Response

  Date: 01/25/2023

  The business responded to this complaint but asked that its response not be published.

  Customer Answer

  Date: 01/26/2023

  Complaint: ********
  

  Jan 9,2023
  

  We do not accept Sun-Up Sealcoat response and their lack of adherence to workmanlike standards and manner for our garage floor epoxy project. 
  

  Their reply is void of any of the points we previously raised:
  1)  Improper application of epoxy of garage floor coatings.; Sun-Up sprayed the epoxy causing uneven coverage vs rolling the product for uniform coverage, as recommended by manufacturer;

  2) Ignored induction time set up:After mixture of the 2-part product, Sun-Up immediately began using product vs allowing time for the mixed product to ‘sit’ for up to 30 minutes, per manufacturing recommendations.This period of time is required so that the cross linking of the 2-part components can initiate a chemical reaction for proper application.Sun-Ups immediate use resulted in spotty coverage;

  3) Environment conditions:Sun-Up attempts to blame the temperature for the issues vs temps were in the mid- 50's/60's, within range of manufacturer’s specifications;

  4) Over spray:Sun-Up’s spraying of the product created an overspray on the white garage walls despite their effort to provide a 2 foot paper barrier from the floor up the wall.The spraying resulted in a noticeable difference in color (lower to the floor an original white vs above the area where paper was applied a definitive line starting with a gray-ish tint up the wall (the color of the epoxy was sliver/gray-ish).Garage walls needed to be repainted;

  5) Payment:project price and payment terms were agreed upon.Sun-Up mentioned they never received second payment at their **** ** PO Box. Check was issue in a timely manner for the agreed upon amount.Per the bank, they encouraged us stop payment on the check (fee was levied), wait the 90 days to ensure the check was void and reissue. Proactively we notified Sun-Up that they had not cashed the check while reconciling our account, they demanded immediate 2nd payment again regardless of the situation.They did not accept **** did not deliver the check and were unwilling to wait for the check process with the bank might clear. Sun-Up accounting didn’t realize they had not seen/cashed a check and was heavy hand with their necessity for payment;

  6) Customer Service:repeated attempts for weeks to contact them went unanswered regarding issues with their work.Finally, they answered and were told they were on notice for a complaint.Still no positive Sun-Up action to remedy the situation;

  7) Resolution: Sun-Up never tried to resolve the issue; either with repair services or monetary compensation.
  

  Further:           
  Sun-Up Sealcoats is discouraged to see this complaint. RESPONSE:MANY ATTEMPTS WERE MADE TO SUN-UP SEALCOATS TO MAKE THEM AWARE OF THE ISSUE(S) AND EXPRESS OUR DISSATISFACTION WITH THE SERVICE.SUN-UP SHOULD NOT BE SURPRISED BY THIS ‘BEING DISCOURAGED’ WITH OUR DISCONTENT WITH THEIR SERVICES;
  
  We encourage you as the client to understand the impact of misleading or construing information to a third party. RESPONSE:THERE IS NO ATTEMPT TO MISLEAD OR CONSTRUE INFORMATION TO BBB.INFORMATION STATED IS BASED ON THE REPRESENTATION OF THE FACTS, AS THEY OCCURRED AND WITH EXPERT INPUT FROM ******** ***** TECHNICAL SUPPORT AND ON-SITE ASSESSMENT.NO COMMUNICATIONS ABOUT OUR NEGATIVE EXPERIENCE HAS BEEN MADE IN THE PUBLIC DOMAIN;
  
  Sun-Up Sealcoats chooses to be held to the highest standard by our community and trust that our clients we enter contracts with are the same. From the past 3 years of being on the BBB we have not had such feedback. RESPONSE:RECENTLY, SUN-UP DID HAVE A NEGATIVE CLAIM MADE BY *** ******* ** ****, AS CONVEYED IN LOCAL NEWSPAPER AND CONFIRMED BY B. BARON, OWNER.OUR SITUATION IS NOT AN ISOLATED INCIDENT WHERE SUN-UP SERVICES HAVE BEEN QUESTIONED.
  
  This is because of our operation and the excellent clients that have been able to work with us. It is unsettling to know that there is a previous client in our area that does not see through the scope of our service. RESPONSE:PER SUN-UP ******** PAGE, PHOTOS, THEY EXPRESS THEIR COMPETENCY AS Paving & Asphalt Services.YET THEY PRESENTED THEIR EXPERIENCE, CAPABILITY AND ABILITY TO DO THE JOB, WHICH CLEARLY IS NOT CORE TO THEIR PROFICIENCY.
  
  We expect full refund of our payments:
  $2000, 1st installment
  $1300, 2nd installment
  $31, Stop payment fee with ***** *****
  Total:  $3331.
  
  Regards,
  **** *****

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********.  We will be pursuing resolution through the judicial system.