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:09/21/2024

  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.

  I had Encore do the coating on my 3 car garage in May. After the first application cthere were over 70 areas that were not smooth and would cut your skin open .I called and they came back and put a thick clear coating on the floor that was not cleaned first. I asked him if I should clean the floor and he said no that he would buff it. He put a thick coating that looks uneven. There is still a moderate size area that is rough and would cut you. The stairs are not coated in some areas and are rough. I called again and they sent **** out who said ****** would get back to me. I have called at least 6 more times and no one will call me back to fix this. I have had my refrigerator and freezer on my driveway for a month waiting for them to repair this. They said it was a lifetime warranty. I need help to resolve this issue. I am a senior citizen and have to pay someone to put the appliances back in the garage.

  Business Response

  Date: 09/25/2024

  We are looking into it now and trying to determine where the breakdown in communication occured.  In any case, our service dept.has reached out and scheduled return trip for 10/8 to resolve the issues.

• Initial Complaint

  Date:11/26/2023

  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.

  ************************* 4N707 ************.****** **. ***** To whom it may concern , I signed a contract on 6/10/23 and gave a deposit of $830.00 to have our garage floor coated on 8-3-23 . The salesman ***************************** , said we didnt need a vapor barrier? . On 8-3-23 the install crew showed up asked if I had any questions and I told installers that concrete in garage seems darker in spots when it rains , so he looked and advised me that if he coated with out a vapor barrier that it would peel within 6 months. At that point they wanted to add $2600.00 to add barrier to what was already a $4150.00 job . I said no and they left. Then I reached out to our salesman **** and he said the installers didnt follow protocol and that they are supposed to coat floor and if it peels they at that point they will tell you that they will reapply coating for free as long as I pay for the vapor barrier. ( Couldnt believe he was actually saying this to me ) , days later he said they would add barrier for $1200.00 extra which turned into $5400.00 feeling trapped at this point I agreed and signed . They were scheduled to return on 8/24/23 , no one showed up so I called the office and was told manager would call back which he did hours later and said they dropped the ball and wanted to reschedule. At this point I felt like they could not be trusted and asked for my deposit to be returned, he got upset and said he would call back. So when he called back I asked for my deposit to be refunded due to lack of trust. Still havent received a dime . Sincerely, *************************

  Business Response

  Date: 11/27/2023

  A copy of the signed contract is attached with states the agreed to terms and conditions.  Among the terms and conditions is our policy regarding project deposits which clearly states they are non-refundable.  It is the customers decision whether or not to add the additional protection of a moisture barrier should it be determined that it may help with the adhesion of the coating system.  It is impossible to tell in advance whether or not a moisture barrier is needed or not, but in this case based on the input of the customer once the install technicians arrived on site, it was determined that it might be wise to include it as part of the project.  As a courtesy we offered it to the customer at half our normal price.  I am willing to hold to this price once the customer is ready to reschedule the project.   As for the claim of a mishap in the reschedule, I apologize if this was the case, but this does not warrant a return of the deposit.  

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20916979
  
  I am rejecting this because , They broke the contract when they didnt show up on the scheduled return date , therefore the contract is null and void . Anyone who is going to coat a garage floor in the Midwest would expect a vapor barrier. Besides they know it needs a vapor barrier the salesman even said that their protocol is to coat the floor and if it peels offer to re coat if you pay for vapor barrier. Very Deceptive considering your shaving down the  concrete surface to coat the first time and then have to shave surface again to re coat with barrier applied, would it not be easier just to be Honest with your customers to begin with.
  
  
  
  

  Business Response

  Date: 12/04/2023

  While we always do our best to honor installation dates, we do let customers know that installation dates can change based on various circumstances.  This does not breach our contract.  With regards to application of a moisture barrier, less than 1% of the concrete that is coated actually needs a moisture barrier.  Furthermore, there is no definitive test to determine in advance whether or not the concrete requires it.  Unless there is an obvious reason to assume the concrete slab might need a moisture barrier application, we do not want to try to sell customers something they don't need.  However, we are the are the only contractor whose warranty covers reinstalling of the coating system at no charge should it prove to fail due to moisture migration, provided they customer pays for the moisture barrier at that time.  In this case, the customer decided he would like to have the moisture barrier applied in advance and we gave him a substantially discounted rate to do so.  The customer can reschedule the job at any time.  The deposit is not refundable per our contract.

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20916979
  
  I am rejecting this response because. You say that there is no definitive way to check for moisture but your employees carry moisture meters . That is how your installer was able to tell me that the coating would peel within 6 months if I didnt have a moisture barrier. Then at that point I was quoted ******* dollars for a moisture barrier which would have brought the cost to coat 750 square feet of concrete to ******* dollars. And then only after calling the salesman did the price come  down to ******* dollars after waiting several days for ************* to respond with that price. So then feeling trapped I scheduled the installation, took time off work and you didnt bother to show up or call . So I called and was told it was never  scheduled and that they would come next week thats breach of contract. So you want to steal my deposit so go right ahead . You are not an Honest Business Person. I wouldnt hire your company to pick the dog s*** up out of my yard much less coat my garage floor. Not sure how you sleep at night with these practices.
  
  
  

• Initial Complaint

  Date:10/16/2023

  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.

  Entered by CR Rep: ** 10/12, I agreed to a contract for this business to put down a new coating on my garage floor. In the contract, it says 30% down payment, and the remaining balance will be taken out when the job is completed. The business took $4,200, and they were only supposed to take $1,350. I also called and emailed the business, and they haven&#**;t responded. I stayed home to open the garage when they did the work and noticed they painted around the expansion joints and then let it sit too long, so it didn&#**;t dry correctly and it looks uneven. It doesn&#**;t look good. I want this job completed. I&#**;ll be emailing images as well.

  Business Response

  Date: 10/16/2023

  We have been in contact with the customer and the project was not completed due to weather issues.  Customer agreed that we hold back $300 of final balance due until work could be completed, so that is what we did.  We have scheduled a day to come back and this week and complete the sections that we need to wait on.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:
  Per the attached emails Encore has only responded to complete the apron. They have not responded to

  1. They haven't addressed how they will fix the lapping

  2. They never took a moisture test before putting down the coating as ***** from Encore said they would.

  3. They never put down a moisture barrier  down the coating as ***** from Encore said they would.

  4. Per the attached email I said per the contract they were not to get payment other than the 30% deposit until the job was complete yet Encore still took unauthorized money from my bank account.

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

  Business Response

  Date: 10/17/2023

  1. This was addressed by our Production Manager.  Basically, we will review the work and determine if what the customer is seeing is typical and if not we will determine the proper method to correct.

  2. We never take moisture readings because concrete moisture readings are not accurate and will never predict the future possible occurrence of heavy vapor pressure which is very rare in residential garages.
  Not sure where the customer got the notion of a moisture test was to be performed in the first place as our sales rep said he never discussed this.  Therefore, I can only surmise there was a misunderstanding on the customer part.  But, nonetheless it is a moot point because a moisture test is not relevant. 

  3. This was never discussed and was not included in the scope of the project per the written contract which the customer signed.  Besides our warranty states that if the floor fails due to moisture, we will replace for free provided the customer pays for the moisture barrier at that time.  So, customer is covered in the event of moisture failure.

  4. The contract states a 30% deposit is due signing of the contract in order to secure a spot on our schedule.  The balance is due upon completion per our contract and customer agreed to allow us to process the balance payment to the same payment method used for the deposit with no additional notification on the day of or day following installation.  This is standard in our signed contract terms.  Additionally, our contact states the balance
  will be collected less a small hold back if any part of the floor cannot be completed due to weather conditions.  This was discussed by our sales manager with customer and a $300 hold back was mutually agreed upon.

  I would advise customer to read the terms and conditions of the contract he signed.  We will do anything within reason satisfy the customer.

   

   

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:

  1. The last response sent to me from Encore they asked for a date, I emailed back a few hours later that today after 3:30 pm would work and I still have not received a response back.

  2. I emailed Encore the conversation I had with their employee *************************** asking if we needed a vapor barrier and ***** said they would determine by doing a moisture test.

  3. Doing the job correctly is part of any job. Lapping is a known issue to avoid unsightly brush marks. Encore replied to me in email that the lapping will go away "with time it will wear in" this is not true as certain areas of my garage do not get used.

  4.  Again, the contract says the balance will be collected upon completion. I have attached a screenshot of this and it does NOT mention pending weather (see attached screenshot). Again, per my conversation with ************ repeatedly referred to this part of the contract (balance to be paid upon completion) and did NOT authorize payment. The only payment I authorized was a picture of a check for the 30% deposit. I did NOT send any other check.

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

  Business Response

  Date: 10/19/2023

  Complaint: 20738826
  
  I am rejecting the customers rejection because:
  

  Our production manager came out to his home yesterday and we agreed on a resolution.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:
  Per the attached screenshots of **** and my emails, **** agreed to meet with me. In our meeting **** agreed to fix the lapping and finish the apron on 11-04-2023, but did not resolve number 2 and 4 of the attached and eventhough he agreed to resolving number 3 on 11-04-2023 it is still not done. With the way Encore has handled this project I am fearful to close this complaint before the job is complete.
  Sincerely,
  
  *******************

  Business Response

  Date: 10/20/2023

  The customer is claiming breach of contract based on his interpretation of various term and conditions in our contract, however we do not agree with his interpretations. Regardless, all of this back and forth is a moot point as the project has already been completed.  We have communicated with the customer and met with him in person to discuss various touch *** he has requested and are now in the process of scheduling those touch *** to be completed.
  

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:
  The apron is part of the original job but wasn't even started let alone completed.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair 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.

  Date of Job: October 14, 2023 Amount paid: $3,580.56 Polyurea/Polyaspartic Flex-Core Flake System-patio coating/garage ********************** to basement, stairs (garage apron was an add-on). Company will not honor warranty/will not reimburse $825.00 for concrete repair that was not done. Problem: Coating is bubbling up on the expansion joints of patio, the sidewalk leading to garage, on stairwell floor & along the stairwell wall. I sent in required form for warranty repair with photos of problem areas. Employee from Encore came May 8, 2023 & said it appeared to be a moisture problem. After more than a week's time Encore called & said they would not honor the warranty because we used quickcrete concrete on the patio surface before the job was to begin. We did not do this. The only areas repaired was concrete ridge around the stairwell because Encore said they could not repair that & along foundation where the wall of the house meets the patio floor. We did not use anything on the surface of the patio or along the expansion joints. The Encore employee that came out to do the job said the job went from a Level 3 to a Level 1, no concrete repair work was done. The employee told us to call the main office for a refund for the no concrete repair. When I did that I was told that I either accept the warranty as stated or get a refund of $825.00 with no warranty. I accepted the word of Encore & requested to keep the warranty. My mistake was not getting written confirmation & instead took the word of Encore in faith that they would honor the warranty. When we received call from Encore that they would not honor the ************* husband tried to explain the circumstances, Encore's response was do you have proof? This person admitted to my husband that the concrete work was not done (Line 8 on proposal) and when my husband asked for the refund Encore said they would call back that same day. After multiple calls and no response we just want our refund.

  Business Response

  Date: 05/26/2023

  ******************** is correct in that some of the repair work did not have to be perfomed by our crew during the installation process.  We were unaware that ******************** had decided to do some of this own repair work.  At the time ******************** asked for a refund of the repair work we were supposed to do as part of our proposal.  We explained to him that while the amount of repair work was reduced we had to do some repair work still had to be done by us.  We also told him any refund would negate standard warranty coverage.  Note that standard warrant coverage does not include moisture migration issues or coating failure due to failure of the underlying substrate.  He agree to keep the warranty in place and later submitted claims.  However, it was determined that the cause of the issues were outside or what of standard warranty coverage anyway so regardless of the situation, these issues would have not been covered anyway.  Since we have already invested additional time and labor sending service technician out to his home and since we did perform some repair work in the first place, I believe an amicable resolution would be for us to provide ******************** a reufnd of $412.50 or one-half of the $825 repair cost.  Going forward the project will carry no warrant coverage by Encore Concrete Coatings.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20106926
  
  I am rejecting this response because:  1. Encore states some repair work had to be done.  There was no repair work done at all.  We have stated multiple times we DID NOT do any repairs other than what has been stated in this complaint.  At install date 10/14/22 Encore crew did not do any concrete repairs or use any concrete product to patio; said it wasn't needed,  **** said job went from level 3 to level 1 (see proposal line 6 referencing original work to be done).  2. Crew did not call home office (see Terms/Condition pp.3 to inform them of the change in the scope of the work originally proposed). Crew said we should call Encore to request refund for repairs not done and product not used. 3. Filed warranty claim with photos of problem areas. Confirmation of claim received 4/14/2923.  Service tech came 5/9/23 and stated problem appeared to be a moisture issue. He stated he had seen it before & it could be repaired but he had to inform the home office.  He took photos. All areas were marked with caulking rope (easily removable) so service tech could readily identify the problem areas. Moisture issue identified is at expansion joints/seams (per proposal line 6 we did not do any repairs at these areas as recommended) on patio seams and sidewalk seams leading to garage where there is a peeling/bubbling up of the coating (see attached photos). Warranty says peeling, cracking, chipping.  The peeling or bubbling is at the expansion joints/seams as previously stated.  There is also peeling/cracking to sidewall going down the stairs to basement.  Service tech took a photo of that which I couldn't include for lack of space.
  Only repairs we made were to the raised concrete edging along the concrete stairwell because the original salesperson said Encore could not do extensive repairs to that area (photo att.) and a hairline crack along the foundation brick wall where the foundation meets the patio, It did not involve the surface of the patio.  No additional time/labor as Encore states as our multiple calls were not answered adequately and only the 1 visit on 5/9/23, 10 minutes.  On 5/18 Encore called and said they would not honor the warranty so we requested a refund for work not done. He said he would call back in 15 minutes on that day.  Never did.  I sent a text msg to the original sales person and the home office that same day asking for a response.  Multiple calls were made and left with the person answering the phone always telling us she would forward the message.  Additionally, Encore called 5/30/23 at 10:38 am stating they were swamped with emails and was calling ** about the warranty coverage for the patio and requested we send an email regarding the situation. We had already received a text from BBB at 9:39 am on 5/30/23 with Encore's response to settle for half the $825.00!  After completion of the job 10/14/22 we called regarding the crew's assessment and Encore gave ** the choice of either keeping the warranty or taking a refund for work not done.  We opted to keep the warranty in good faith and now Encore will not honor the warranty and they want to settle for half for work not done and product not used.
  We did everything as requested submitting the claim with photos; received confirmation of claim on 4/14/23; received confirmation for the service tech to come out 5/9/23; Encore called 5/18/23 denying claim.  Sent an email to original salesperson but he no longer works there and an email directly to the home office which the person answering the phones said it was received and would forward it to the appropriate person,  The latest call was 5/30/23 as stated above.  That's it.
  All we want is the refund for $825.00.  With no warranty going forward, of course.
  

  Note:  I am not able to submit photos with this response.  I will send photos if you can tell me how I should send then,
  Sincerely,
  
  ******* & ***************************
  
  Sincerely,
  
  ******* & ***************************

  Business Response

  Date: 06/01/2023

  Copy of the contract is attached.  Line #6 indicates Heavy Surface Repair - $825.  While the surface repair did not turn out to be as heavy as expected because the 
  customer did some on his own, there was still a lot of patch and repiar required.  

  Here is a link to pictures 

  *************************************************************************************************************************

  That is why I believe it is fair to refund half of the $825.

   

   

   

   

   

   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20106926
  
  I am rejecting response dated 06/01/2023 because:  The bottom line is this, no patch/repair work was done or product put on the surface to repair areas to the patio by Encore crew as stated.   Crew came, said no repairs needed.   Any patchwork done on the surface of patio was done over time and prior to our signing of the contract with Encore.  No mention was made of what was done previously on the patio.  So basically is it the responsibility of the crew that opted not to do any patch/repair work with product.   I explained in detail exactly the repairs my husband made to the stairwell concrete ridge, which Encore said they could not repair.  The photos Encore attached show where the crew grinded down areas per proposal line item #2 of removing or aggressively grinding over existing surface area. Those photos are misleading and is clearly not any patchwork done by my husband.  That is the residue from the grinding and you can see in one photo the crew person vacuuming up the residue before starting the flake process, item #1 in the proposal. That is what the crew did,  Line proposal #6 is patch work not done because crew did not use any product,  Encore either needs to honor warranty or refund $825.00 as stated in our conversation after the job was completed 10/14/23.  It was Encores crew that told us to call the home office about no repairs/product being used; there was a change in the scope of the job per the crew.  The conversation with the owner gave us the option of accepting warranty or $825 refund.  The repairs requested are to the concrete seams that are peeling which is covered by the warranty(peeling, chips, cracking) and I do not see how that falls out of the warranty coverage.  Encore will not honor warranty and wont honor full refund of $825.00Encore admitted they didnt do the work in the first place per phone conversation with my husband.  So why not honor your word.  I cant prove it and now its our word against theirs.  We submitted a claim because the owner said warranty or refund.  So now they reject the claim because the areas in question do not fall under the warranty.  We should have known Encore would not honor either request.  The warranty clearly covers our issues.   Claiming to provide half or $412.50 for some work done by crew is not accurate.  Why would Encore accept our keeping the warranty, then reject it, admit they didn't do the repairs, then claim they did some repair.patchwork.  
  
  Sincerely,
  
  ******* & ***************************

  Business Response

  Date: 06/06/2023

  We will agree to refund the $825 requested and in exchange for voiding the warranty.

  A check will be sent out to customer in the next 2 weeks.

  Customer Answer

  Date: 06/12/2023

   
  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.
  
  Sincerely,
  
  ******* & ***************************

• Initial Complaint

  Date:05/05/2023

  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.

  I gave Encore a down payment for work to be done. I had just lost a family member. Trying to prepare for a memorial service. No one called or texted me, to inform me that they were not going to do the work as scheduled. I had informed them of my situation. I did finally get my money returned, but the situation stressed me out . No consideration for the customer. Then I was told they didn't know when they could do the job. If I hadn't called, I would not have known, they were not coming to do the job. Terrible people.

  Business Response

  Date: 05/05/2023

  The customer was informed we could not proceed with floor as planning because it was determined the floor contained asbestos and mastic.  It was the customer responsibility to have these dangerous materials professionally removed for safety reasons before we came out and the custom did not do so.  Therefore we declined to proceed with the installation and returned her deposit.  We feel we should have kept the deposit as our contracts states the deposit it non refundable, but we decided to refund it as a courteously.  The customer is not entitle to any compensation at the point.

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  On 3/24/2023 I signed a contract No.2858 with Encore Concrete Coatings for $2,500.00. I gave them a $500.00 deposit that they required. I put a stop on the checking the following morning, but they sent it to there bank electronically. After thinking about this contract over night and reading the fine print, I read that the deposit of $500.00 was non refundable. I called ************************* on 3/25/2023 (Salesman) to let him know I wanted to hold up on the contract. I received a call back from ******* several days later and told him to hold up. This is when I was told that the money was non refundable because I used the word Hold instead of Cancel. I am a 75 year old senior and live on Social Security and need this money. The work was to begin on June 7th, 2023. I am now out of $500.00 plus no work done on my patio. I would like my refund without being told that it is non refundable. After having a stroke, perhaps I should have used different wording. To me the word Hold Up is the same as I don't want this service done. I have made several attempts to email ******* without a reply. I thought the consumer has a three day grace ****** to void a contract. I need help in this situation.

  Business Response

  Date: 04/11/2023

  By state law all contracts for home improvement services are cancelable within 3 days after signing.  None of the competitors in our industry at our level offer refundable deposits because it would be impossible to operate.
  a successful business if they did so.  Sales reps are paid up front even if the job is cancelled because they have already done their part.  Not to mention by the time a contract is past the cancellation date our human assets including scheduling, customer support and production have already invested time.  None of this is recoverable. 
  
  The 20% deposit we require is considered low in comparison to most home improvement companies who require up to 50%.  Having a non-cancel deposit policy allows us to keep this deposit requirement low. Had you asked us prior to signing the contract if the deposit was refundable, our rep would have told you straight up it is not cancellable after 3 days.  The few time customers have said to me your sales rep never told me, my response is always.
  did you ask him about it. 
  
  Hopefully, you can understand our viewpoint on this.   With that having been said, I will make an exception in this case by meeting you in the middle and sending you and refund half of the deposit.   It is my hope you feel this is a fair compromise.
  

  Customer Answer

  Date: 04/11/2023

   
  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.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19920124
  
  I am rejecting this response because:  I feel that I am entitled to a full refund since I tried contacting Encore Concrete Coatings within a 24 hour period to have them stop this contract.  I am 75 years old and had a stroke.  I was not aware of the non refundable refund until I read the contract over after the salesman left my home.  If I was aware of this I would have neve signed the contract.  After having a stroke, your thinking is not as sharp as a person who did not have a stroke.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/12/2023

  Please add the attached documents to my fille.

  
  

  Thank You,

  
  

  *******************

  
  

  ************

  Business Response

  Date: 04/12/2023

  By state law all contracts for home improvement services are cancelable within 3 days after signing.  None of the competitors in our industry at our level offer refundable deposits because it would be impossible to operate.
  a successful business if they did so.  Sales reps are paid up front even if the job is cancelled because they have already done their part.  Not to mention by the time a contract is past the cancellation date our human assets including scheduling, customer support and production have already invested time.  None of this is recoverable. 
  
  The 20% deposit we require is considered low in comparison to most home improvement companies who require up to 50%.  Having a non-cancel deposit policy allows us to keep this deposit requirement low.  Had you asked us prior to signing the contract if the deposit was refundable, our rep would have told you straight up it is not cancellable after 3 days.  The few time customers have said to me your sales rep never told me, my response is always.
  did you ask him about it. 
  
  Hopefully, you can understand our viewpoint on this.   With that having been said, I will make an exception in this case by meeting you in the middle and sending you and refund half of the deposit.   It is my hope you feel this is a fair compromise.
  

  
  

  Customer Answer

  Date: 04/13/2023

   
  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.
  

  Please have Encore Concrete Coatings state in writing that this contract is canceled.

   

   

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

• Initial Complaint

  Date:03/10/2023

  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 hired Encore to do our kennel floors with their polyurea/polyaspartic system for $11,952.00. In order to do this I had to close down my 7 day a week business from 6/2/22. I opened up again on 6/10/22. I paid my employee's during that time. We noticed as early as 6/24/22 that there were areas where the floor coating were coming off and some cracking.I called Encore and they said they would come out again and fix the floors. We set up a date for 8/26/22 but I insisted that they send someone out so they could see what the problem was. After many e-mails they sent ****** who said it was an "easy fix". He also admitted that the workmen who did the job were no longer with the company. We closed the kennel 8/26/22 again and they sent one man out with a hand grinder and he patched the areas.We opened back up 8/29/22. I sent pictures to Encore of the "fix" and on 9/6/22 *****,the "senior operations manager" came out and agreed to fix the floors. I told him that I would not be able to close the kennel again until the 3rd week in January. 11/18/22 I tried to contact ***** to find out that he was no longer with the company. I spoke with **** who had no knowledge of my case. 11/29/22 I received an email from ****, "one of the owners" which stated that we voided the warranty due to us not cleaning the urination up. He said there was nothing he could do. I hired another company to strip and redo the floors and they clearly stated in writing that the floors were poorly coated from the start.

  Business Response

  Date: 03/10/2023

  Encore Concrete Coatings completed the project per the scope of the agreement.  The customer called because there was an issue on a small section of the floor where the coating did not bond properly.  While this type of call back is not likely to occur shortly after the initial installation it is not unheard of especially on concrete that is old and in very poor condition as this was.  We returned to fix the spot in question.  If there was a continuing issue with the repair we would have been more than happy to return and address them.  Not sure what the customer is trying to communicate because she states that we did come back out to fix the spot in question but then later seems to indicate that another fix of some type was required.  In any case, we always support our customers and would have been happy to schedule an addition return trip to address it.  There were also certain ancillary issues that were also brought up by the customer.  Specifically,my team informed me that the customer also complained about staining on the floor,but as we explained to her, like any floor this type of floor has limitations.  If certain fluids such as pet urine come in contact with the floor and are not cleaned up promptly, this can cause staining.  This would be considered not properly maintaining the floor and as such would void the warranty per our terms and conditions.  This was explained in detail to the customer.We explained on several occasions there was nothing we could do about the staining that had already occurred. Encore Concrete Coating performed all of its obligations pertaining to the contact for this project and also provided service after the completion of the project to address issues brought to our attention.  The customer is not entitled to any refund of the cost of services.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19579914
  
  I am rejecting this response because this is not what happened.  After multiple emails and phone calls to Encore,they sent out ******************* the "senior Operations Manager at the time, out on September 6. 2022.  He inspected the floors.  The kitchen - where no dogs are allowed, was extremely bad from the start and he asked me is we had a mat there. We did not but if we did,  I would think a mat would protect the floors as opposed to "staining" them.  The rest of the floors were just as bad even after the "fix".
  The floors were clearly not stained - they were not properly coated or properly prepared in the first place and it seems to me that ***** agreed with that since he said they would come back in January - when I could close again, to fix them.  There was no way we could have voided the :"warranty" for letting dog pee sit.  Not only are we constantly cleaning up pee, why would we choose to put in such "delicate" flooring when they clearly advertise that is it "great" for kennels. I spent quite a bit of time researching flooring and this process seemed the best for cleanliness.  When I found out ***** no longer worked for the company, and spoke to ****** who knew nothing of my case, I would have expected someone (like the owner)would come out to verify what the problem was. 

  AND if what Encore says is true why would I go ahead and hire another company to redo the floors with the same process.?
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/13/2023

  I am not sure why the customer went and hired another company but that was her prerogative and does not diminish the fact that we installed the system that the customer contracted us to install.  I am still trying to understand what exactly needed to be fixed.  The customer states in her last response the floors are just bad.  That can mean a lot of things and when I inspect the images of the completed work the floor looks just fine.  Is the issue staining or was it that the floor was peeling ** in some spots?  The employee who did the inspection after the ************ did leave the company and unfortunately we did lose some continuity in the chain of communication, so the next person taking over may not have known all the nuances of what still needed to be taken care of.  But that did not mean we were unwilling to help.  The warranty would not cover staining if the floor was not maintained properly, but I am still confused as whether this is the issue the customer is complaining about.  This flooring system is commonly used in kennels,so I am confident in the durability.   

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19579914
  
  I am rejecting this response because:
  I am sending 1 of the many pictures that we have taken of our floors showing cracking, peeling and spots where the coating deteriorated in a matter of months.
  Encore made it clear that after I spoke with **** in November about them coming out in January as was promised by ******************* to make good on the floors that they could do nothing because "I voided the warranty"  I have many more pictures and many e-mails that I sent to "***" their customer service person.
  I don't know how Encore can say that we  were in the wrong.  Why would I pay what I did to go through this?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/19/2022

  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.

  My wife **** and I called this company to assist us in the decision how to refinish the surface of our rear patio. The slab which is 10 feet by 12 feet in dimension had a previous history of spauling and weakness of its surface. **** and I tried two other attempts at resurfacing the slab and both failed. We wanted to ask their professional opinion as to whether the patio surface could be refinished. The salesperson arrived at our house to inspect, evaluate, and determine if your resurfacing product would be successful as a product to smooth the surface and stop the spalling. The salesperson inspected the slab and then came back into the house to discuss his findings. He assured **** and I that his installation process would remove the weak surface of the patio by grinding down as far as necessary to get a good bonding surface. The salesmans assurances convinced **** and I to enter into an agreement to refinish the slab using the Encore process. The price for the entire service was to be Two thousand one hundred sixty dollars. A Four-hundred-dollar ($400.00) deposit was required to get the work scheduled. The balance of One thousand seven hundred sixty dollars was to be paid at the completion of the work. The installer arrived as scheduled on May 13, 2022, to evaluate the concrete surface. **** and I explained the same long story of our previous experiences with the surface of this patio slab. The installer looked at the area and tested the surface integrity in several places on the patio. He determined and assured us that using his surface preparation technique the new surface product would bond and provide a Lifetime Warranty. **** and I had confidence in the process based on two Encore Garage staff members assurances. The installation technician completed the work, and we paid the balance of the One thousand seven hundred sixty dollars. Within three weeks of the completion of the project the surface coating started to separate from the slab.

  Business Response

  Date: 09/19/2022

  ******************** is somewhat correct in his assesement of the situation but there are some very important facts to consider. 

  It is true that our sales rep evaluated the surface and determined that it could be refinished and that our coating would bond correctly, smooth the surface and stop the spalling.  The fact is this is exaclty what our system did. In fact, our system bonded so well that chucks of concrete which separated and broke off the slab still had our coating perfectly bonded. In this case it was not our system that failed but instead it was the concrete slab itself.  

  Our system is designed to repair spalling, pitting, chipping and cracks and then to make the surface asthetically attractive by using a polyurea resin which bonds to the surface followed by decorative flakes which adhere to the polyurea, followed by a clear polyaspartic top coat.  These are all extremely advanced materials and do a great job at restoring concrete and providing a beautiful decorative look.  This is exactly what our system did and the final product looked great.

  The issue is that the concrete slab completely failed after the decorative coating was installed.  It was not spalling but complete failure of the underlying substrate. The slab literally disintegrated and large chucks begin to separate and break away.  Our warranty is very clear that we do not warranty failure of the concrete slab nor do we warrant failure of our coating system in any way should it be a direct result of concrete slab failure.

  In a case like this, per our warranty, we are under no obligation whatsoever to cover anything.  However, as a very generous courtesy we offered to redo the work 100% at our expense should ******************* replace the failing concrete slab.  We will hold this offer open though the end of 2023.  While we understand ******************** frustration, we never promised our sytem would be guarantee against the concrete itself falling apart.

   

   

   

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18044417
  
  I am rejecting this response because:
  The Encore representative should take responsibility for this failure because:

  I interviewed two representatives from the company and showed them the slab and gave them detailed results of two previous attempts to refinish the slab surface.

  The discussion was specifically focused the fact that grinding of the slab and removing approximately a quarter inch of the surface would give the product a good chance to encapsulate the surface.  
  The installation technician assured me that the product strong enough to support the slab surface. Unfortunately the coating failed in several places.

  This was definitely a problem of the supplier overselling the quality, strength and capabilities of the product.  I hope the vendor decides to give us a full refund.  They oversold the capability of the coating.  I hope we dont have to go to Small Claims Court.

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

  **********

  Business Response

  Date: 09/24/2022

  The product was not oversold in any way becasue our product bonded extemely well to the concrete which is exactly what was promised to the customer.  Additionally, all parties can only go by what our warranty states in writing which is

  we do not warranty the product in the unlikely event the underlying substrate itself fails.  We only install decorative coating and we only warrant the coating, we do not warrant the concrete itself since we have no control over failure

  of the concrerete.  The customer should look to his ********************** contractor for restitution since a concrete slab should not fail like this.  Obviously there was someting done incorreclty when the slab was poured. We have evidence in the form

  of large chucks of concrete that popped off the slab, but on these large chucks you can see our coating is bonded perfectly.  Not sure how the customer thinks he will prevail in court since our warranty is very clear and it was accepted by

  the customer.  We have offered at our own expense to replace the coating should the customer have the ********************** slab replaced.  If the customer persures legal action this generous offer will be recinded.  ************** in new concrete is

  critical to maintaining the homes value and safety.  Then, once this is completed we can apply our decorative coating to add beauty and more value.

  See attached - 1- a picture showing the our coating still bonded to a section of the concrete that the popped off the slab.  2- an excert of our warranty clearly stating we are not responsible when the concrete slab itself fails

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18044417
  
  I am rejecting this response because:
  It is obvious that this contractor does not understand the complaint. The issue is that I asked two of this contractors experienced staff if the slab as presented would hold this coating.  I was upfront with both reps during our previous two attempts at covering the patio, both of which failed. The warranty or quality of the contractors product is not being contested.  I am complaining about the accuracy of the contractors opinions.

  
  

  Its obvious we will not get what we want in our original request. Now I am requesting the contractor come to my house and do the best he can in patching the cracked portions of the patio.  This action will stop our complaining.  We understand that all work provided by the contractor will be void of any warranty details.  These patches will allow us to put our house of the for sale market and move.  The contractor can call us any time to set up the visit.
  Sincerely,
    
  *************************

  ************

• Initial Complaint

  Date:08/15/2022

  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 had Encore Concrete Coatings apply a concrete coating to my garage floor and steps leading into the house. After 3 days I opened the door leading into the garage to walk on it and look at the floor closely. The first thing I saw was that the first step did not have the final coating on it and as such had pebble pieces sticking up which are very sharp. They also did not even put the coating on the top step in front of the weather stripping.I immediately called them and was told they would come out the next morning. They did not come on that or any subsequent day. It has now been almost two weeks. I did speak to someone in the office who said it was not his area and he would transfer me to someone who could help. After 5 minutes on hold I was disconnected. I have called every day and sent 2 emails which their answering machine requests customers due in order to receive quick customer support. There has been no response except when a man from the company did call me because he was asked to do so but did not know why. When I explained the situation he said this was not his area and he would get someone to call me back. No one called me me back after that call. All in all Customer support has been non existent and I still have two unfinished steps..

  Business Response

  Date: 08/16/2022

  I  spoke with ******************** today and assured her we would be out this week to complete the area in question. 

• Initial Complaint

  Date:08/11/2022

  Type:Product 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.

  On July 27, 2022 we met with an agent of this company at our house and we agreed to have Encore do work on our home in the future. Our agreement was that we would give them a $1,400 deposit and the agent said we would get it back if we did not move forward with this project. During this meeting, the agent told us we would be getting further paperwork including process information, warranty information and a receipt for this deposit. The agent told us his office would be calling with a start date. On July 28, 2022, I received an email from Encore noting the the project would be started in October. I Immediately called the agent and told him we would need the work done sooner and he responded that they could it September 17, 2022. I reminded him that we had not received the paperwork promised by this date.On August 1, 2022, I received an email from Encore but I was unable to open any of the attachment. I left a message to this agent telling him that I was unable to open the attachments and I reminded the agent that we needed this paperwork.On August 3, 2022, I was able to send a general message to this company via their website and notified them that I would not be moving forward with this project because we never received this paperwork. I also asked to have my deposit refunded. After this message, I received a phone call from this agent and I discussed that I would not be moving forward with this project with this company. The agent hung up on me. This notification was within in three business days.On August 9, 2022, I sent another email to this company, requesting my refund again. I still have not heard back from the company.

  Business Response

  Date: 08/12/2022

  We have spoken with ******************* and decided to go against our company policy and refund her deposit. We originally sent a check and have stopped payment and refunded her credit card as she requested. We are sorry that we couldn't do business with her and are glad that we could resolve the issue without any further action. 

  Customer Answer

  Date: 08/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has resolved our refund issue.

   

  However it did nto resolve the issue of bad communication on the part of the company.  The answer sounds rude andasks AS IF THEY ARE DOING ME A FAVOR.  They should not be a A plus company 
  
  Sincerely,
  
  ***************************