Complaints

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.

• Initial Complaint

  Date:12/24/2024

  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.

  In August 2024, we contacted High Limit Coatings for a quote to apply epoxy to our basement floors. After accepting their proposal, the project ran from August 26th to August 28th. Unfortunately, we encountered issues, including damage before the epoxy dried and numerous air bubbles. They attempted repairs and were scheduled to return on September 13th but rescheduled to September 14th and did not show up. After texting them, they requested photos of the floor, which we sent. However, they claimed they could not identify the issues, particularly the air bubbles. We provided more photos, but they insisted on further documentation and declined an in-person inspection. At one time, the owner of High Limit Coatings indicated that we lived too far. That has nothing to do with him fixing my floor. We didnt live too far to pick up his payment. Despite being paid, they informed us they couldnt come until October 13th. We agreed, but later learned the inspection for our basement construction was set for next week, and they continue to ignore our messages and promises to move our furniture back they said they wouldnt be able to come any earlier so we waited. High Limit Coatings acknowledged the issues and said they would inspect the floor and clean up the mess. However, the owner claimed the damage wasnt their fault and was upset about our BBB complaint, insisting the floors appearance was normal, which is untrue. They also falsely claimed we were not their customers, prompting the ******************** to ask for documentation, which we provided. After a month without a response, we were told they needed a signed letter for my son to act on my behalf. This has been frustrating, as it seems the department is siding with the company. I requested another representative for our case without any acknowledgment.We expect High Limit Coatings, also known as The Bros Paint Chip Pros LLC, to repair the damage they caused and hire a qualified epoxy professional to fix their mistakes.

  Business Response

  Date: 01/16/2025

  What ****** ******* is claiming couldnt be farther from the truth. To start ****** walked in the floor after we had told her very specifically to stay off of it for 24 hours and decided to walk around on it after 4 hours causing more than 40 massive indents of her footprints in the floor. I have text messages and pictures to prove everything. Out of the kindness of our hearts we decided to move some clients around and get to her floor as soon as we could but explained that she shouldnt have walked through the floor for an additional 20 hours and because of that we would have to make it work when we could. We explained to her that her location that was ************************************************************************ stop by after we were done working for the day because we were finishing around 7-9 pm every day and realistically getting to her house after dark was not going to happen. We ended up making it back out to her home to hand sand the footprints and topcoat due to her ruining the floor, once I did I told her to cut her vents off and stop all air conditioning unites to stop air circulation in the area that way there are no dust particles that are flying around because her entire basement was under construction and have no walls and massive amounts of dust from the framers. She decided to not turn the ** unit off and let the air circulate so of course she ended up with dust particles within her floor.. absolutely no bubbles in her floor as it is nearly impossible because that was a clear coat that went over an already sealed floor and bubbles only happen when the exposed concrete pushed out out gas bubbles so immediately I knew she was lying. ****** did not listen to the after care instructions either times we were at her home to service the floor and now wants to blame us. We have done everything 100% legitimate and the proper way and asked the owner to just stay off the floor and stop the air circulating and she refused to do either. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22726604
  
  am writing to formally reject the response provided by ******* ***** regarding my complaint. He has overlooked significant issues with the initial application. During that time, the floor had extensive bubbling and visible joints, which I have previously communicated to *** ****** It is important to note that the floor required sanding regardless of the footprints, which *** ***** seems to downplay.
  
  While no one disputes the presence of the footprints, *** ******* account only presents a partial truth regarding the floor damage. He mentioned turning off the vents, a detail that only surfaced during his recent discussions about consulting his lawyer. Additionally, he failed to mention that he left all the windows open and the lights on after the first application.
  
  After the second application, *** ***** assured us he would return that Friday; however, he canceled, stating he would be unavailable that Saturday and that the floor would be dry for us to walk on. While the floor initially appeared satisfactory, closer inspection revealed even more bubbles than before. We have obtained professional photographs that clearly document the extent of this damage, and experts in the field have confirmed that the issues stem from the application and materials used, not from dust.
  
  It's concerning to note that *** *****, who has only been in business for two years, considers himself an expert. In reality, his lack of experience points to amateurism and poor business practices. We reached out to him about the damage on that Saturday, but he did not respond until Sunday evening, when he requested photos. When we recommended that he see the damage in person, he reacted negatively, claiming we expected him to prioritize our situation. He also stated that our location was too far, a concern he only raised after we expressed our dissatisfaction.
  
  We have text messages to support our claims. Our position remains unchanged: we are requesting a refund for the damages to our floor, and we do not wish to have *** ***** return to our home. If he does not rectify this situation, we are prepared to pursue legal action, and we have already begun that process.
  
  Sincerely,
  
  ****** Johnson 

  Business Response

  Date: 01/29/2025

  ****** is providing false information, there were absolutely no windows open because of circulation, I have done many of these floors and do absolutely everything I can to stop any and all air circulation which is why I had told her from the very beginning to cut the air off and she refused. The lights were not left one either although the lights have absolutely nothing to do with this matter, none the less they were shut off as it is the last thing we do before getting off the floor because we understand we are the only ones able to walk around the floor with our epoxy spikes. The floor had no imperfections until ****** decided to walk through the entire floor. Once the floor was fully cured and I told them that I could fix the floor but for an additional cost they decided to try and find any way possible to make it seem like I messed up the floor so they wouldnt have to pay for their footprints. If they would not have walked in the floor we would have been perfectly fine with the results, they tried saying they were unhappy with the joints and bubbles which there were none of each but to disperse the argument that took place I told them that I would add another couple spots of metallic epoxy since I was already redoing the floor from their foot prints. They are falsifying information and trying to make it seem that we did the floor wrong when we do these floors to make a living and know that there is nothing wrong with what we did and all wrong with her lack of following instructions when I told here on the invoice to stay off the floor and when I told her to cut the air. To conclude this there were absolutely no bubbles as that is absolutely impossible because there only is a possibility to create bubble from non coated surfaces and by the time we put the last 2 layers on it had been coated by 3 layers so there is absolutely no way to get air pockets inside the epoxy from the cement. The bubbles that ****** is referring to is absolutely from the circulation of air in her basement due to not having any walls and being in the middle of construction down there. The construction she had happening down there was the extract reason we told her to cut the air so dust particles couldnt circulate around. ****** IS 100% falsifying information, displaying misleading misinformation and is trying to get a very expensive floor for free due to her lack of character. They are absolutely at fault and any epoxy company she calls in will be a biased source because they want to be able to get work from her so they will be pumping her head full of what ever she wants to hear to get any sort of money back so they can get work. I have done many floors in the 5 years of floor coating and will not let her and her son take advantage of my company. 

  Customer Answer

  Date: 01/29/2025

  **Complaint: 22726604**
  
  I am rejecting this response because ******* ***** has not been truthful. While the lights are unrelated to the floor, his mention of them, along with the light being left on, demonstrates a lack of attention to detail. I have already provided a detailed account of the situation in my previous responses and have nothing more to add. I will let the courts decide based on the facts of the case and the evidence I intend to present. 
  
  No one is trying to take advantage of ******* or his company; we simply wanted him to inspect the floor and address our concerns. Instead, ******* claims that our location is too far for him and that he is unwilling to make the effort to understand the issues we are facing as his clients. 
  
  Furthermore, on January 29th, ******* contacted us with an unreasonable offer to refund half of what we paid in exchange for taking up the entire floor. Perhaps he has dealt with unassuming clients in the past, but I refuse to accept his unreasonable proposal or allow him back into my home. I have initiated my own process against him and will let the appropriate authorities handle it. I have gathered all the evidence I need to support my case. 
  
  Thank you to the Better Business Bureau for addressing this complaint. I trust that action will be taken against this company to prevent other customers from experiencing what I have gone through.

  Sincerely,
  
  ****** *******