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:06/18/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Our *** Post entered into a contract with Encore Concrete Coatings February of **************************************** March of that same year. Shortly after, we began to notice that certain areas were becoming harder to clean. Upon contacting Encore, we were provided recommendations on how to clean the floor. We utilized their techniques and recommended cleaning solutions without much improvement. Upon further inspection, we found the clear coat to not be applied correctly. As evidenced by the picture attached to this complaint, the flake is exposed. According to the contract signed Encore was supposed to "8-INCLUDED - Even application of gloss poly topcoat over flake layer". Further contact with Encore resulted in their offer to clean the floor for us for $650 and apply more clear coat for $3 per square foot. The *** hall is 6300 sq ft. This extra $18,000 charge would be unacceptable given the fact that the clear coat was not applied correctly per the contract. I have repeatedly asked for a senior or lead technician to revisit our *** Post and was told that he would not come out until we had a repair paid for and scheduled. I have sent numerous emails over the past couple of weeks with zero response.

  Business Response

  Date: 06/18/2025

  Based on the project images and the input from out lead installer, the clear top coat was applied at the proper thickness.  When the customer called about the stubborn to clean stains, we sent *******, one of our technicians, out as a courtesy to clean the floor, any cleanings beyond that were to be at $650. ******* explained to him that the way that they are cleaning it is not sufficient and to do it effectively after they host large amounts of people is to use a machine afterwords and not allow it to dry and sit on the floor for long periods. His complaint is that the dirty areas appear to be long straight lines, but according to ******* this is because of the way that they are cleaning the floor. Because the floor was dirty for a long time before we were notified or able to get out there it got worse and it realistically needs a pressure washing and a retopcoat at this point to be fixed. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23484164
  
  I am rejecting this response because: While we agree that the floor needs a pressure wash and additional topcoat, we do not agree on the root cause. You can obviously tell that the top coat is not sufficient in the one picture yet sufficient in the other. I am requesting, again, that the lead technician or someone from management return to our Post to visit with us so that we can show them exactly what the issue is. 

   

  Also, according to the contract, behind the bar in the hall and the apron outside the large garage door was to be completed. These two areas were never completed.

  Feel free to call me at anytime to discuss the issue and set a meeting day and time.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/20/2025

  If the customer will have the floor powerwashed, we will agree to return to add an additional layer of top coat and cover half the cost.

  Customer Answer

  Date: 06/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We will work directly with Encore to schedule a date and time to finish the work. Thank you for the collaboration.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/01/2025

  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.

  This claim is for defective and delayed workmanship by Encore Concrete Coatings related to a concrete coating project that remains unresolved since September 2023.Timeline:May 3, 2023: I signed a /$9,200 contract with Encore for a one-color Stargazer flake concrete coating with lifetime warranty, including full surface p***, ***air, and finish.Sept 5, 2023: Installation was completedbut with two different colors instead of the one specified. I called immediately to ***ort the issue.May 2024: Coating began chipping and failing in multiple areas. I contacted Encore again.June 20, 2024: An Encore *** confirmed the coating was substandard and promised ***air.Sept 25, 2024: First ***air was attempted after months of delay.Oct 2, 2024: Nic from Encore acknowledged the ***air was poor and stated they would revisit the issue in spring due to weather, promising no labor charges since it was under warranty.Oct 814, 2024: I followed up, expressed concern about the ongoing defects and labor charges. Sent requested photos.******** 2025: Encore claimed no record of prior service requests. I made multiple follow-ups. Will not look in person as they are located in **, I offered a FaceTime walkthrough; they declined. I submitted another service ticket online with documentation per their suggestion.May 30, 2025: I received an email from ***** stating: We have completed ***airs to the best of our ability next option would be a redo at /$4/sqft, contradicting the warranty and prior agreement that no labor charges would apply.Despite ***eated communication and good-faith efforts on my part, the issue remains unresolved. The original contract has not been honored, ***airs have been inadequate, and warranty promises disregarded. We simply want the job completed correctly as agreed and paid for in full or a refund so we can hire another company to complete the work they are unable or unwilling to do.I was only able to attach a few photos, I have many more.

  Business Response

  Date: 06/03/2025

  We acknowledge the coating system is failing in several areas and the failure has been deemed to be casued by moisture vapor tranmisssion throught he concrete slab.  To resolve this issue the coating system must be completely removed down to the bare concrete and a moisture barrier application must be applied.  Per our warranty we are obligated to replace the floor at no cost to the customer, however the customer must pay for the expense of the removal and applicaiton of the moisture barrier. I have attached some excerpts from our warranty which state this.  We cannot control or foresee moisture issues in the concrete slab prior to installing a decorative resin syatem and unfortunately this is one of the occurances that can casue a system to subsequently fail.  I believe the customer has been provided with a quote to redo the system with the addition of a moisture barrier.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23404645
  
  I am rejecting this response because this is the first time Ive heard any mention of a moisture issue. The problems with the coating have been present since day one and were originally reported immediately after installation. The job was poorly done from the beginning, as acknowledged by the company's own representative.

  
  This is clearly a workmanship issue, not a moisture-related one, and it is unacceptable for Encore to now attempt to charge additional fees to fix what was never properly done in the first place. Their own warranty clearly states there are no labor costs within the first year, and my initial complaint was registered just one day after the install, and again seven months later. The fact that it took Encore months to send someone out does not void my warrantyit only reflects their delays. Attached is a screen shot of their warranty on the labor.

  
  On June 20, 2024 (only 8 months after installation), a company representative inspected the work, confirmed the coating was substandard, and promised a repair. I specifically expressed concern that the company might delay the resolution to push it past the 1-year ***** and I was repeatedly assured this would not happen. And yet, that is exactly what has occurred.
  

  This feels like a clear attempt to avoid honoring a warranty through delay tactics, and I strongly dispute both the reasoning and fairness of this response. I am simply asking for the work to be completed properly as originally agreed and as covered under their own warranty or issue a refund so I can hire another firm to fix Encore's mistake. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/03/2025

  We would be covering both labor and materials for the replacement of the coating system, so the warranty is being fully honored.  However, the delamination is clearly caused by moisture migration through the concrete slab.  Every concrete slab transmits moisture which creates a certain amount of pressure, if the moisture pressure is too high it will begin to delaminate the coating system which is what is occuring here.  We do not believe the issues are workmanship related as the process applied was the same as all installations.  This includes diamond grinding the concrete surfaces, application of a base layer, acrylic flakes broadcast into the base layer which is uncured and finally the application of the top coat over the flakes.  Our warranty clearly states that we will redo the floor in these circumstances at our expense provided a moisture barrier is application is paid for by the customer.  If the project is redone without a moisture barrier the same issues will most cetainly happened again over time.  Also, keep in mind that if we were able to know in advance the concrete required a moisture barrier we would have charged an additional amount at the outset so the customer is not paying any more to have the work redone.  We are replacing the floor at our expense, they would just be paying for a moisture barrier which we now know is required.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23404645
  
  I am writing to formally reject the response submitted by Encore Concrete Coatings regarding my complaint.

  
  The company now claims that moisture is the reason the work is not covered under their warranty. However, this is the first time I have ever heard moisture mentioned as a contributing factor. At no point during the installation or following the multiple service requests was moisture ever brought up. Additionally, Encore has not sent anyone out recently to assess this supposed issue.

  
  The only representative who did visit the site, on June 20, 2024, acknowledged in person that the installation was substandard and clearly a workmanship issue.
  In response to their claim about moisture, I reviewed all paperwork, materials, and documentation provided by the company, including the contract, warranty, and installation summary. Nowhere does it mention the need for a moisture barrier or any moisture-related disclaimer. If this were a known potential issue, it should have been addressed and documented before installation, not cited retroactively to avoid responsibility.

  
  Encore initially told us we could pay $4 per square foot to have the job redone. Now, just days later, they claim the entire project failed due to moisture and suggest that we should bear the cost of removing and replacing the entire pool decka deck we already paid them to install properly.
  Encore also stated they had no way of knowing that a moisture barrier was needed. This is deeply concerning. A professional contractor in this field should absolutely be able to assess whether one is required. If there was any doubt, a reputable company would have taken appropriate stepsnot placed that responsibility on the customer.

  
  Moreover, the stairs remain unfinished, as documented in the photographs I provided, further reinforcing that this is a workmanship failurenot an environmental one.

  
  We are not paying again to remove and replace a deck that Encore failed to install correctly from the start. Their inconsistent and shifting explanations only support the concern I raised months ago: that they would delay action until the labor warranty expired, then deny responsibility.

  
  Thank you for your attention to this matter. Please let me know if you need any additional documentation or clarification.  We are requesting a refund to have the deck professionally redone by a reputable company.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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.

  As a property manager, one of my associations contracted with encore for a new floor. They were given instructions on how to get paid and set themselves up in our portal to receive payment eventually. This wasnt done. The *** shorted the initial deposited and I had to supplement with a personal check for the sake of time. They later used that info to pull the remnant of the balance from my PERSONAL account. They had two checks on file but used mine. They called my personal cell twice. Emailed me twice about it then pulled funds from my personal account while their payment was in process. I want the money back in my account and ********************** needs to go about the correct avenues to collect their funds not too little too late and then take all of my money. There were no letters issued either.

  Business Response

  Date: 05/29/2025

  Our contract states that payment is due at the time of completion and if not provided the customer (the person who signed the contract) ***** in this case allow us to process the final balance via eCheck. 

  ***** was contact several time via text and email over the past two months with no response until the funds were captured.

  We have been in contact with ***** and she agreed that she needs to wait for the bank that she is working with to cut us a check for the remaining balance and then we agree to reimburse her for the amount captured from her account on file.   She said she would call the bank today to get an update on the payment process. I'll keep everybody updated from here. Thanks!

• Initial Complaint

  Date:04/09/2025

  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.

  On 4/3/2025 Encore concrete came out to coat my garage floor , then actual job was done well , but during the process they damaged the garage door tensioner cable, there is video of this showing there the employee of the encore , is having problems lowering the door at around 11:45ams and then again when ha manually lowers the door the garage door opener alarm is going off and u can hear the motor at the beginning they to bring it up , I personally didnt notice this until the next they , do to the floor being freshly coated they the ey had to leave the garage door slightly open , they put pieces of wood on the track so it would go down , the next about 28 hours after I got home from work and went in the garage and removed the wood sticks from the track then I sound of of the sensors facing upwards didnt think much of anything, I manually lowered the door and re-engaged the opener when I pressed the door opener button the door would not open and the opener made a winning sound and then stopped and started to beep , I noticed the the cable on both sides was of the drums , so tried to release disengage the opener and then a I heard a pop and the door lifted on one side and dropped the other , the tensioner cable broke , I have to have a another company come out that night and repair it for $600 , Ive tried calling encore since Monday the 7th and I keep getting the run around and nobody calls back .

  Business Response

  Date: 04/10/2025

  We do apologize for the issue with the garage door.  But, in our experience over many years when a garage door becomes inoperable after our technicians simply disengage the door, then most likely the garage door system was likely in a state where it was close to needed some preventative maintenance.  A door system does not fail simply becasue it is disengaged and put into manual operation mode.

  Morever, our contract terms which the customer acknolweled and signed address this very issue (copy attached).  Under the "PROPERTY" subsection is states ... The Contractor shall not be responsible for damage to property including garage doors, garage door sensors or openers,  landscaping, flat or vertical surfaces, pavers, ceilings, walls, baseboards, driveways, etc.

  Again, we apologize for the inconvience but unfortunately we are not responsible for this repair cost.

• Initial Complaint

  Date:03/07/2025

  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.

  The sales associate come to my house to give me a quote for a garage floor coating. I asked the sales associate about potential project complications, as I needed to remove everything from the garage and this was complicated. I was told there would be no issues and it was a one day job. I also repeatedly asked if the price of the quote would ever increase, but was assured the price would never increase. The install team arrived two days later. They claimed there were not able to do the project due to moisture. The day prior it did rain significantly. They came back two days later and informed me that the project would be $3000 more, but they would give me a discount and only charge me $2000. They informed me it was necessary as the project would fail without it. At no point did any salesman or worker actually measure the moisture level of the concrete to determine whether it in fact actually required a moisture barrier. I asked why I was never told of this possibility of the coating failing, why I was never told of the potential price increase (which almost doubles the cost of the project), why I was never told that the coating will fail and why I was never told that the project could take more than the promised one day. They never actually started the project. While trying to dry the garage floor, they applied a blow torch, without letting me know they were going to do that. The blow torch further damaged the garage floor, the worker described it as the concrete exploded in places. At no point did they advise that the blow torch would damage the garage floor further. When I called and spoke with customer service, they refused a refund, despite doing little to no work of the actual project. Any determination of whether the project was feasible should have been done prior to selling a project that they claim would ultimately fail.

  Business Response

  Date: 03/09/2025

  The customers floor was determined to have moisture vapor transmission issues once the initial grinding work began.  Unfortunately in almost all cases, such moisture issues cannot be identified during the initial consult and there is no meter or test which can accurately predict the occurance of moisture tranmission.  Our crews have been out to your home twice to prep the garage floor by means of diamond grinding.  Each time a significant amount of moisture has been migrating up through the concrete.  In some cases, this moisture is transitory and came be dried up by means of torching, but in your case even extensive torching did not stop the moisture from continuing to migrate.  A COATING SYSTEM CANNOT NOT BE INSTALLED OVER CONTRETE THAT HAS A MOISTURE ISSUE.  As a reputable company we would never install over moisture knowing it will fail.  That is why we informed the customer a moisture barrier  prior to the coating being installed.  Sometimes the scope of the project chanages once the prep work begins. This is state in our service contract that you signed and agreed to.  We are not trying take advantage of you but rather trying to be a responsible contractor and do the job right.  I am sorry you have come to this conclusion but I feel your assessment and feedback is unfair and misleading to others.
  
  Here is a link showing a video showing the moisture issues on your floor - 
  
  *************************************************************************************************************************

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23036369
  
  I am rejecting this response because: any moisture issues should have been addressed during the initial estimate process.  No moisture issues were present on the day of inspection/estimate.  However, there was a significant rain storm the day prior to the installation process, on the day I was emptying the garage of all of its contents for installation, as the contract was only signed the day prior.  I had no other time to remove contents from the garage.  With the garage door open and moving stuff out, the garage floor did get wet. But this is from transferred moisture, not underneath moisture.   The sales representative expressly stated that there would neve be any increase in cost and he bid the project incorrectly it would come out of his cut.

  Lastly, I have consulted with at least 3 other companies that have verified that no moisture barrier is necessary or required.  there is no evidence, including calcium deposits of water seeping up through the concrete.  Their inspections were visual as well as confirmed by mechanical testing.  Further, an additional company has quoted the project using the same or similar epoxy moisture barrier as an underlayment.  ************** bid for the project was $3100, in total.  The agreed price with encore for the original work was just over $3000 (without stitches) and just over $3500 (with stitches).  Encore then claimed that the additional work costs an additional $3000 but would give a discount to cost for an additional $2000.  That would bring the total project cost to $5500, which is well in excess of the competitive pricing for this project and evidence of their attempt to scam, regardless of whether an epoxy base coat was used or not.  

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

  Business Response

  Date: 03/13/2025

  Moisture issues are addressed in our terms and conditions and brought up verbally during the initial consult if they are visually detected.  We are not talking about topical moisture that might come in contact with the floor after a rain storm but rather moisture vapor transmission which is migration of moisture through the concrete from underneath.
  
  This type of moisture can be undetectable when the concrete slab is dry but might permeate through the concrete after a rain storm.  In this case, there was a significant rain storm the day prior to the installation.  Videos taken by our crews during the installation clearly show moisture migrating through the concrete.  In some cases where moisture transmission is minimal, it can be mitigated using a torch to dry it which is a common industry practice.  However, when the moisture transmission is heavy it will continue to dampen the floor even after initial torching.  That was the case in this situation whre the moisture can be seen clearly continuing to migrate up through the concrete. The video taken by our technicians on site clearly show that this is what is happening.  
  
  A moisture barrier is highly recommended in these cases. The additional cost for the moisture barrier was offerd to the customer at a discounted cost of $1668.55.  As a courtesy and in an effort to resolve this dispute I am willing to provide the customer with the following two options:
  
  Option 1 - reduce the cost of the moisture barrier application further to $1125
  
  Option 2 - while not recommended, we would be willing to installing the floor without a moisture barrier provided the customer agrees that our warranty will not cover any moisture related issues which may occur at anytime after the installation is complete.  This would include any type of peeling or delamination of the coating system.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23036369
  
  I am rejecting this response because:  When you try to scam people, you get caught in your lies.  You continue to mispresent whether a moisture is recommended or required and frequently change your stance when it suits you.  In order to defend a bad review and this complaint against you, you claim it is absolutely necessary and it was work that needs to be done.  While in the same breathe, you continue to say it cannot be accurately determined whether it is necessary.  However, what is clear is that multiple other companies have confirmed a moisture vapor barrier is not necessary or required.  Your current offer to continue the project and not install the "moisture barrier" is evidence of that. 

  Importantly, the epoxy moisture barrier would be used INSTEAD of the agreed upon underlayment, which could and should have been done for the same cost, just swapping out the base layer.  Changing the base layer could have been done for the same cost, as other companies have demonstrated it costs no more to do the epoxy base coat vs the polyurea base coat. Further, swapping the base layer would save your company money from not having to install the agreed upon base layer.  But instead you represent the "moisture barrier" as if it is something other than a swap of the base layer.  It is dishonest and fraudulent.  It was a complete scam and an attempt designed to inflate the cost of the project and squeeze an extra $2000 out of the project.   

  I demand a complete refund of my deposit.  I will be using another company to perform the work, as you cannot be trusted and I do not believe you would perform good work, in light of the circumstances. I have sent formal correspondence that I have terminated your company and will no longer do business with you.   No other options will be accepted.  You are never permitted on my property.  If forced to file a lawsuit to recover my deposit based on your fraudulent misrepresentation, your fraudulently inducement, and consumer fraud and any other remedies under the law.  

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

• Initial Complaint

  Date:01/24/2025

  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.

  We hired encore concrete coatings to grind and polish our concrete floor.the quality of the work was very poor, they used the wrong color, the contract stated it would be clear and they used brown, and the company is unwilling to resolve the issue.

  Business Response

  Date: 01/24/2025

  It was the customers responsibility to remove the carpet glue/mastic that was on the floor when we came to do our estiamte.  He agree to remove it the we noted that in the contract (a signed copy of the contract is attached).  The customer did not do a very good job of removing the mastic and the failure to completely remove the glue/mastic is what is causing the floor to not be as clear as it might have been.  If the customer wishes we can give him a fiar prices to come back out and grind the floor back down and put down another clear coat.  However the price will be more since now there is even more work involved since we have to remove what we have already applied.  This is 100% customer's fault becasue he did not properly remove the glue/mastic from the floor as he agree to do in the contract.  Most likely the customer tried to save cost rather than hiring a professional company with solid experience in mastic/glue removal.  No return of funds paid for the project is warranted.

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising 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.

  On 10/11/24 Encore Coatings came out to my residence to give me a quote. I was not at home so my wife met with them. They used aggressive sales tactics (continually calling his sales manager and trying to lower the price) and coerced my wife into signing up for their services despite a 2 1/2 month wait time. She paid them a deposit of 30% or roughly $855 dollars. On 10/17/24 I emailed the sales *** indicated I had found someone else to complete the work the following Monday 10/21/24 and asked for a refund of the deposit. I explained given my wife is pregnant and I have two other small children clearing out a garage in the dead of winter (12/30/24 proposed date of work) would cause undue hardship. Since they had over 60 days to book another appointment Encore would experience no financial loss in cancelling the work and refunding the money.Encore refused the refund stating some law in ******** that I had 3 days to review and cancel the contract. Encore accepted a forged signature and therefore should not be allowed to enforce any agreement. The contract is null and void as they knowingly collected a signature from my wife with my name on it. I never actually reviewed the document and physically signed the document. I wasn't physically present at the time of the appointment. Encore is not acting in good faith and trying to pocket a deposit for work that was never legally authorized and will never be performed.

  Business Response

  Date: 10/23/2024

  Our contract states that the deposit is non-refundable and we are very upfront about the and follow all state laws.  A copy of the signed contract is attached along with the excerpt from the terms and conditions.  Our sales **** are honest and upfront about everything and present our offerings fairly.  We often negotiate with customers as most all customer are trying to get the best value for their investment.  We also offer the best deals if the customer signs up for the service while we are on site which is very common in the home improvement industry.  These are not high pressure tactics as the customer is under no obligation to commit during the demo visit. We install year round so if the customer does not want to have the installation done in the colder months we can push the install forward into the spring.

• Initial Complaint

  Date:10/10/2024

  Type:Order 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.

  Back in 2022 I had my garage floor done, supposed to be lifetime warranty, yet when I reached out to them, they said to send them pictures first. I sent them pictures and now they are telling me that whatever is happening is my fault, they will not even come out to take a look at the job unless I pay them $250. We all know pictures do not show everything, I told them they need to come out and check it out, he didn't even want to continue the conversation unless I paid him the $250 to come out. Thy will not acknowledge that it could be their fault at all, very ignorant and horrible way to do business.

  Business Response

  Date: 10/10/2024

  The project was installed over 24 months ago.  Per our warranty which is stated in our contract (copy attached), there is a labor fee to come out for any repair work after the ***** ************* Currently the ***** ****** is one-year from the date of install and the charge is $250.  At the time of this contract our terms specified a 2 yr. ***** ****** and $150 fee. When we spoke with the customer we were unware that the older terms applied.  Therefore, we can offer come out and attempt to make the repairs for a fee of $150.  However, as stated in our warranty, in some case repairs cannot be made due to the casue being moisture migration through the concrete.  In this case, the $150 fee would still apply and we would then provide replacement options based on the terms of our warranty.   In some cases this requires the floor be removed, a moisture barrier be applied and the floor be re-installed.  In this case, our warranty provides for the floor to be re-installed at no cost provided the customer agrees to pay for the cost of removal and application of the moisture barrier treatment.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22406396
  
  I am rejecting this response because this is a lifetime warranty, I was told this would pass on to the next owner if I were to sell it
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/15/2024

  The customer signed a contract with very specific terms and conditions related to our limited lifetime warranty.  The warranty covers replacement materials for life but only covers labor for the first 24 months.  I have made a generous offer to reduce the labor fee by 50%.  Unfortunately, I cannot do any more.  The customer needs to honor what they agreed to and be grateful that we are offering to waive 50% of the fee.  The offer will only remain open until the end of this month.

• Initial Complaint

  Date:10/10/2024

  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.

  We had our basement floors done by Encore on Monday September 16 2024. Due to the fact that the floors were wet I couldnt inspect the final results until 48 hours later. There has been a huge amount of damage to our baseboards, doors and walls. I communicated this to Encore via email with pictures on September 21 2024. Received a reply from ****** ******* apologizing and saying that I would be contacted, which never happened. I continuously called ************** to ask to speak with ****** and was told he was busy and he would call me back, which never happened. Last time I called was Tuesday, October 8th and spoke with a female representative (dont remember her name) she told me that I was going to receive a check, did not specify the $ amount. Received a payment via ***** for $250.00 which will not begin to cover the damages Encore caused to my property. I have tried to contact Encore to the above listed number, but cant get anyone to answer.

  Business Response

  Date: 10/10/2024

  
  As with any contracting services there is always the risk of
  unintentional damage to the home during the process.  For this reason,
  very specific language is included in our
  terms and conditions regarding this (PLEASE SEE ATTACHED). 
  Per our terms and conditions, we do not provide reimbursement for such
  issues.  Regardless, we always try to be fair
  with our customers and that is why we have already provided
  you with a $250 reimbursement.  Unfortunately, there is nothing more we
  can do regarding this matter.

• Initial Complaint

  Date:09/24/2024

  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.

  They finished the garage floor on September 21st. It has a life time guarantee. A small spot came off and we would like it fixed. We called, filled out a form, and sent pictures. They said they would come on June 19th. No one showed up.I have been trying to contact them with no results. I don't know how to get them to call me back to get this resolved.

  Business Response

  Date: 09/24/2024

  We check our records and do no show calls received after the original repair date was set up.  We were under the impressions the repair had been resolved on the date it was scheduled.  Not sure why our technician did not show or it there were extenuating circumstances.  We will reschedule the repair in the next few weeks and communicate the details with the customer.