Complaints

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• Initial Complaint

  Date:01/31/2025

  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.

  Dear BBB,I am writing to formally lodge a complaint against and request your assistance in resolving an issue with ***** ******* the owner of Cool Concepts Epoxy Flooring, regarding a series of issues stemming from poor workmanship and unsatisfactory customer service. I am seeking your assistance in compelling Mr. ****** to refund all our money for the substandard work and his companys failure to meet the terms of our agreement.We are residents of **************** victims of Hurricane ******. ***** ******* owner Cool Concepts Epoxy Flooring, assured me that I would have gorgeous floors. On these assurances, we signed a contract with him, which states that we may have to tolerate imperfections up to 5% of the floor. The imperfections in our floor are pushing 80%.Unfortunately, the work performed by Cool Concepts has been a complete failure. Despite multiple attempts to rectify the issues, the finish on the floors remains of poor quality. Mr. ****** expressed that he did not know how to resolve the issue.The floors are riddled with imperfections that vastly exceed the 5% acceptable imperfection threshold stated in the contract. Cool Concepts has now claimed that the floors are structurally intact and that our concerns are purely cosmetic. However, the aesthetic failures significantly impact the quality and appearance of our home, and the company has failed to live up to its contractual obligations.We have attempted to resolve this issue directly with Mr. ******* he has refused to honor our request.Given the circumstances, we are seeking reparations, specifically, a full refund $17,944 for the substandard floors installed by Cool Concepts.Thank you for your attention to this complaint. We look forward to your response and assistance in holding Cool Concepts Epoxy Flooring ************************************* *****

  Business Response

  Date: 02/12/2025

  To Whom It May Concern,
  
  We appreciate the opportunity to provide a response regarding the complaint submitted by ******* and ***** *****. At Cool Concepts Epoxy Flooring, we take pride in delivering high-quality workmanship and customer service. However, we must respectfully dispute their claims, as they do not accurately represent the circumstances of this project.
  
  Work Proposal & Agreement: Terms & Conditions
  The Terms & Conditions of our agreement outline specific responsibilities and exclusions, which directly contradict many of the claims in this complaint.
  
  1. Protection of Property
  The customer was responsible for removing equipment, furniture, personal belongings, and other items from the project area before work began. The customer was also responsible for protecting/wrapping any items that may be sensitive to concrete dust to prevent potential damages. If Cool Concepts was asked to remove or protect the customers items, this would have incurred an additional charge and been explicitly listed in the contract.
  
  2. Delays & Damages
  Cool Concepts is not responsible for product damage caused by natural and environmental exposure, (i.e., dust/debris from air conditioning vents) that settles into the product during its curing period. All available means necessary are taken to prevent contamination or outside access to the product in accordance with the industrys best practices. However, the imperfections noted by the customer resulted from external factors beyond our control.
  
  3. Product Attributes
  Cool Concepts follows industry best practices to ensure a high-quality installation. However, as outlined in the Terms & Conditions, epoxy coatings are time-sensitive applications that must be installed with precision and efficiency. Due to this process, minor imperfections, such as roller marks or dust settling during curing, are expected and do not constitute a defect.
  
  Per the agreement, imperfections on up to 5% of the total floor area (****** sq. ft.) are considered standard. The presence of minor surface inconsistencies does not indicate faulty workmanship but rather reflects the inherent characteristics of installing epoxy flooring systems.
  
  Claimed Imperfections
  The complaint alleges that 80% of the floor (******** sq. ft. out of ***** sq. ft.) is covered in imperfections. However, ***** has not provided sufficient evidence to support this claim.
        Per the agreement, minor imperfections on up to 5% of the floor (****** sq. ft.) are considered standard.
        Of the five photos ***** provided, only one included an approximate measurement of the imperfectionsa 3' x 3' (9 sq. ft.) area, accounting for only 0.4% of the total floor.
        The remaining photos were taken before the final topcoat was applied and therefore do not reflect the floors current condition.
  While *****' concerns are noted, the provided evidence and photos do not demonstrate defects beyond what was anticipated in the contract. The documented imperfections fall within the standard tolerance outlined in the Terms & Conditions, and no information has been presented to justify the claim that 80% of the floor is affected by imperfections.
  
  Warranty & Goodwill Efforts
  Per the Terms & Conditions of our contract:
        Aesthetic preferences and personal taste are excluded from the warranty.
        The floor was structurally intact, and the customers concerns were purely cosmetic.
  
  Although Cool Concepts was not contractually required to replace the topcoat, we did so three times at no cost as a goodwill gesture to address the customers aesthetic concernsnot due to any structural defects. In doing so, Cool Concepts fully absorbed $9,723.74 in material and labor costs. Even after these repeated accommodations, the customer remained unsatisfied and insisted on yet another redo.
  
  No Refund Will ** Issued
  Despite that Cool Concepts completed the installation and absorbed the full cost of three topcoat replacements, the customer has refused to pay the outstanding balance. In an effort to resolve this matter amicably, Cool Concepts offered to waive the customers final payment entirely.
  
  Financial Breakdown
        Total Amount of Contract: $26,916.00
        - Total Customer Paid to Date: ($17,944.00)
        Unpaid Balance Due to Cool Concepts: $8,972.00
        Cost of Topcoat Replacements: $9,723.74
        Cool Concepts Total Loss: $18,695.74
  
  Given these substantial efforts and financial losses totaling $18,695.74, Cool Concepts will not issue the customer a full refund of $17,944.00.
  
  Final Position
  While we regret that the customer remains dissatisfied despite the extensive efforts made to address their concerns, Cool Concepts has fulfilled all contractual obligations and made significant goodwill efforts at our own expense. Given these efforts and the costs already absorbed, we will not be issuing any further refunds or compensation.
  
  We appreciate the BBBs time in reviewing this response and hope this matter can be resolved fairly.
  
  Sincerely,
  
  Cool Concepts Epoxy Flooring
  ***** ****** Owner & Operator
  **************
  *****************************************************
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22883392
  
  I am rejecting this response because: 

  Mr. ****** is not honestly representing the situation.  

  Response to ***** ******* comments:

  Protection of Property the property that was damaged includes: walls, door frames, door handles, and tile flooring on the front porch.  These are not removable possessions.

  Delays & Damages I dont believe Mr. ******* response is actually addressing delays and damages, however, many of the imperfections are occurring over time and are beyond the allowable 5% imperfections.  Since submitting this complaint, bubbles or bumps continue to appear in the flooring.  Two new photos showing two new bumps that are approx. 2" in diameter each are attached. Despite Mr. ******* claim, the photos submitted were taken after the final top coat was applied.  

  Product attributes We stand by our statement that far more than 5% and close to 80% of the floor is covered in imperfections.  Clearly the photos submitted are representative of the damage, and not fully inclusive.  It would be exceptionally cumbersome to submit photos of the flooring covering our entire home.  I would suggest that an arbitrator come out to see the floors and determine for themselves that Cool Concepts did not deliver the quality anticipated and contracted.  Remember, the contract states that we accept up to 5% imperfections.

  While Mr. ****** says that we refused to submit the final payment, it should be noted that he never asked for that payment.  Clearly, we believe he never asked because he saw firsthand that the floors his company poured are of inferior quality. As to his comment that our floors are structurally intact, the floors were structurally intact before his company arrived on the scene. Cool Concepts was not hired to make the floors structurally intact, but rather to make them beautiful..  It is a shame that Mr. ****** is fighting this and is unwilling to refund our money. Its a sad day when contractors dont stand behind their work. 

  While we hope that the BBB can influence Mr. ****** to do the right thing, we are willing to take him to court if needed.
  
  Sincerely
  
  ******* Davis