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:06/20/2023

  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.

  I contacted ****** Epoxy in early June of 2023. They visited and told me what they could offer to epoxy my garage floor. I was happy with what they offered. They sent me a contract to sign a few days later. I was not comfortable with all the clauses they had in their contract so I did not sign it. They asked why. So I replied at 4:12 AM on 6-16-2023:For the moment I am not sure on doing my garage floor. To have you guys do it requires me to sign a contract with many clauses etc. Kinda scary IMO. I may change my mind at some point. But IMO your way of doing this via this contract worries me. Their reply on 6-16-2023:Good morning, ******!If you have read the entirety of the contract, you would see that it is set in place to protect both parties in the agreement. The customer knows exactly what our company will be doing on their property, the timeline, the warranty, and a plethora of other items. As for our company, we do not make our customers pay partial payment up front, which is unheard of in the construction world, so this ensures that our company will get paid for our team's work after the completion of the job. Contracts are extremely common in this industry. However, this is the first time a potential customer has brought up the contract with us in a way that makes them feel uncomfortable, so I have completely removed you from our system. I urge you to read our online reviews and testimonials, which speak volumes, as our contracts are put in place to make you, the customer, as well as our company feel safe in working together. Take care and have a great weekend!******* Trainor Epoxy Colorado Why should my email receive this in their response?so I have completely removed you from our system.I did not say I would not have them do my garage floor. Had they not replied in this way I probably would have had them do the job. In my opinion this is no way to treat a potential customer.

  Business Response

  Date: 07/25/2023

  First, I must clarify that ****** was not a customer of ours; he was a potential customer for whom we saved an installation date, but we removed him from our scheduling system as he was unwilling to sign the contract provided. Further, we never collected any money from ****** and never performed any work or modifications to his home, so I can't see how this can be classified as a "customer" complaint.  As you will see in the time-stamped detail attached, we had an installation date saved for ******, and he let us know he was uncomfortable with the details in the contract, so he was going to hold off.  At that time we removed him from our schedule and let him know that.  He came back and said our actions were vindictive.  We followed up with a few more email communications trying to explain why we have a contract in place, and he became more hostile as the communications went on eventually threatening to spread the word to his community about how we operate as a company.  When he wrote that, *******, my wife and office manager (we are a family owned and operated company) called me crying because of this and asked me to call ******.  I did so and he told me that ******* had been rude and vindictive in her communication with him, so I pulled up the time-stamped record of their communication and asked where we had gone wrong.  He started saying that she was unwilling to work with him and explain why he had to sign the contract, and when I read the communications back to him he said she was a liar and that I was making things up. Then he told me that I was trying to create a false dialogue to which I responded that all the communication that had happened between them was documented.  He again called us liars.  I told him that because of the his attitude toward our company it would be better for him to find a different company to work with.  At that point he began yelling at me and I hung up the phone.  

  If the BBB is here to provide the public with a compass by which they can navigate which company to hire, then what they can glean from this is that we require a signed contract before committing to working at a customer's home because we don't collect deposit payments and need to have recourse if a customer tries to avoid paying us. It is also signed by us so the customer has our guarantee of the warranty we provide.  ****** referenced his community, and int that same community we just went to a customers home whose floor was installed 6 years ago to apply a matching coating to a recently installed wheelchair ramp.  We didn't charge for this because we value the people and great relationships that have come from this business.  I hope ****** was able to get this work done, but as a company we have the right to choose who we will and will not work with, and a man who calls my wife and my company dishonest does not deserve to have a company like mine work for him.

  Customer Answer

  Date: 07/26/2023

  Complaint: 20198218
  
  I am rejecting this response because: They are lying. Shame on you guys.
  
  Regards,
  
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