Complaints

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• Initial Complaint

  Date:01/04/2024

  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.

  Contacted Vision Coatings LLC on 9/6/23 after our home flooded from Hurricane ******, to assess our stained concrete floors. He recommended epoxy flooring as the best option. We agreed to replace the stained concrete and 3 additional rooms with epoxy. After the top coat ******* asked for final payment, which I paid, though we could not see all of the finished product due to it being wet/unable to walk on it. He said it needed to cure 48 hours before walking & 4 days before placing furniture on it. We discovered things we weren't satisfied with & brought them to his attention - visible brush marks throughout the home, bubbling of the epoxy, texture issues in one of the rooms, etc. He returned several weeks later late one night to install transition strips and they were extremely unprofessional and not fully secured. Initially, he stated we must have a moisture problem and offered to send his vendor to assess the floors that were bubbling. He also agreed to come rescreen and redo the floors that had the visible brush marks. After that point, ******* has not only NOT sent anyone out to assess the situation, but has ceased all communication with us, refusing to respond to multiple texts, emails and even certified mail. The only thing we were asking is that he take accountability - send his vendor to assess the situation and help us determine next steps. We have formally requested a list of products used, the contact information for the vendor, a copy of the warranty and the care and maintenance document that we were promised. He refuses to acknowledge our requests or to provide any response, after repeated pleas over the last 2 months. We paid almost $9,000 for a floor that continues to experience issues, with no resolution in sight. At this point, I am no longer comfortable having him return to my home to repair the job and am requesting a refund so that we can hire another expert to do the repairs.

  Business Response

  Date: 01/31/2024

  Hi we read and understand the complaints and here is our warranty 
  
                    Vision Coatings llc. Warranty 
  
  Warranty Exclusions:
  
  ? Warranty excludes damage to or dulling of finish caused by prolonged use or Customer negligence which includes but is not limited to heavy use, lack of maintenance & care, harsh chemicals used for cleaning, cleaning with abrasive material and/or detergents, or the use of pressure washers and scrubbing/buffing machines.
  
  ? Warranty excludes damage from outside forces, abuse, neglect, and misuse, for example:
  
  scratches, damage from impact, spinning tire, flame, mechanical damage to the underlying
  
  concrete, lack of maintenance & cleaning, or repairs by another company and not Vision Coatings, LLC.
  
  ? Warranty does not cover harsh chemicals such as battery acid, brake fluid, paint stripper, industrial solvents, or like products.
  
  ? Warranty excludes moisture related issues, including intrusion, efflorescence, and hydrostatic pressure.
  
  ? Warranty excludes defects in the concrete/substrate. This includes, but is not limited to heaving, shifting, popping, settling, moisture issues and geo-movement and/or structural foundation movement.
  
  ? Warranty does not apply to defects caused by alterations or modifications performed by persons
  
  and/or entities other than Vision Coatings, LLC.
  
  ? The terms of the warranty constitute the entire understanding of the parties, and
  
  no other understanding, warranties, collateral, or otherwise, shall be binding unless in writing and signed by both the original Service Recipient and Vision Coatings, LLC.
  
  ? No oral representations or promises are binding and cannot alter or modify the terms of this warranty.
  
  VISION COATINGS LLC. ARE NOT RESPONSIBLE OR WILL NOT BE HELD LIABLE FOR:
  
  ? Water damage from leaking pipes, receptacles, or faulty seals or barriers such as, but not limited to, doors and windows.
  
  ? Premature entry of persons not respecting posted non-entry designators, such as caution
  
  tape, cones, and/or signs, etc.
  
  ? Paint lift or tape residue resulting from the masking materials used on adjacent surfaces
  
  during contract performance. Vision Coatings attempts to use the best recommended tape for
  
  job purposes. If the Service Recipient prefers the use of any alternate materials, they must
  
  be previously identified and made readily available when the work begins.
  
  ? The condition of the original concrete surface. If the concrete surface has been previously covered so that its condition could not be properly assessed; and the commencement of the Contract work reveals a more severe condition than previously anticipated, Vision Coatings, LLC. *** choose to either renegotiate the Contract with the Service Recipient or terminate the Contract entirely. If termination becomes necessary, 100% of the deposit will be returned, minus the cost of any special ordered products.
  
  ? Substrate cracks or the return of repaired cracks.
  
  ? Dust damage arising as a result of the concrete preparation phase of the Contracted project.
  
  ? Damage to the coating from persons, actions, or events which are not directly associated
  
  With Vision Coatings or their assigns.
  
  ? Unknown and/or undisclosed substances contained within, or previously added to the
  
  existing project surface which is to be covered.
  
  ? Conditions and/or damages arising from the overloading of electrical circuits which ***
  
  occur during, or as a result of the accomplishment of any work associated with the
  
  fulfillment of this contractual agreement and/or any addendums which *** or *** not be
  
  identified herein.
  
  ? Service Recipient understands and hold the responsibility of complying with the
  
  specifications of the installed system. This information will be provided on a case by case
  
  basis, and spec sheets for products will be provided upon request. The Service Recipient
  
  understands that if they are not operating within the set specifications of the Contracted
  
  system, damage *** occur. Deposit are non refundable and once job is completed all moneys paid to Vision Coatings llc. Are final.
  
  
  
  
  
  Also here is pictures and videos of the job when completed, and video of person not under contract tampering with the floors. I also went ahead redid the floor for free a second time, the problem with the floors is beyond vision coatings epoxy insulation was told that we will get documentation of the assessment since they didnt want us to come out and havent yet received. At this point warranty is voided and any refund can not be provided.