Complaints

This profile includes complaints for TSR Concrete Coatings, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

TSR Concrete Coatings, LLC has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  TSR Concrete Coatings, LLC

  29 E Stephenson St Freeport, IL 61032-4235

  
• 

  TSR Concrete Coatings

  10721 John Price Rd Bldg 2 Charlotte, NC 28273

  
• 

  TSR Concrete Coatings, LLC

  2300 Raddant Rd Ste B Aurora, IL 60502

  
• 

  TSR Concrete Coatings, LLC

  1740 Robins Rd Hiawatha, IA 52233

  
• 

  TSR Concrete Coatings

  888 Watson Ave Madison, WI 53713

  

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:02/19/2024

  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.

  Had TSR applied 18 months ago.. Coating is now cracking and the raised flakes present a cutting hazard to bare feet.. I was told that my patio was in good shape and cracking and peeling not a problem as they would apply special substance to prevent any problems.. I had two coatings of anti slip applied and the surface is like ice when wet.. With a dusting of snow it is downright dangerous.. I have already sent pictures to TSR and their reply was more money for repair.. Told lifetime warranty and 18 months later cracked and peeling . After contacting them I was told they are the largest concrete coating company and didn't care what I thought of their product..

  

  Business Response

  Date: 02/21/2024

  Hi ****. 

   

  We have attached your signed contract that states we do not cover cracking under our warranty. The repair fee for cracking is $250. 

  We also have a disclaimer after we put or slip resistant product that all hard surfaces should be considered slippery when wet. Always use caution and common sense.  

  There is no reason we would refund any money for something that is in your signed contract. 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21316653
  
  I am rejecting this response because: They made no effort to take responsibility for the
    problem.  Their verbal guarantees are worthless and there should be repercussion when a business offers a lifetime guarantee that covers very little.. Has to be a implied warranty that covers such product failure in such a short time.. Either faulty workmanship or product. Thanks BBB.. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/23/2024

  ****, 

  We don't cover cracking. We do not need to take responsibility for something that we can not control with the concrete shifting and swelling. Causing it to crack, That is why we do not cover cracking as again it states in your signed contract. 

  It just like if you have new concrete poured and it cracks a year later.. Do you call the concrete company and get them to come back for free and replace your concrete or repair that area? No, That doesn't happen as we work with 100s contractors that build new houses and pour new concrete. 

  With that all being said the repair cost for cracks is $250. I have also attached our website warranty section where it tells you how to make a claim and Paid repair options. 

• Initial Complaint

  Date:01/30/2024

  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.

  TSR Concrete Coatings applied a coating to our concrete patio in June 12, 2023. The experience wasnt the best but overall the project turned out okay. Our concern is that they did not use any means to protect our home so we have adhesive on our siding and new patio door that was installed the previous year (2022). TSR did send a repairman (****) out to fix but there is no fix. We were told it was our responsibility to put up barriers. Seriously??!! When we have had other work done here (ie concrete, painting, roofing, etc) they always put down tarps or tape plastic sheeting to protect our home. We have contacted them at least twice since **** came and no one has addressed this. I think we are *********** a partial refund. We had contractors come to see if they could fix and there is no fix other than replace door and siding. Not an option for us. The adhesive is permanent.

  

  Business Response

  Date: 02/05/2024

  Hi ****, 

  Have you sent photos of these issues to our ****************** at **********************************? 

  It seems there are no Complaints through there where our corporate office handles these thing. 

  If you would like to submit photos to that email we can look them over and see what can be done. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21220788
  
  I am rejecting this response because:
  
  Pictures were already provided. If you had READ the complaint you would know this. They even sent someone out to fix. No fix. You are good and avoiding and bad at resolving. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/06/2024

  ****, We read the complaint and what i am telling you is that our corporate office didn't not receive any of these photos. Not sure who you sent them to but it was not to our service department. 

  Again, We are not dodging a problem. We are asking for photos that we didn't receive in this office. 

  If you're refusing to send photos to the email i provided for you there isn't much we can do to help you on this matter. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21220788
  
  I am rejecting this response because:First of all why cant you get the pictures from the location where we already provided?
  Its becoming obvious you havent contacted them for any information so let me share a little of our experience that day in addition to pictures (again).  *********** arrived a couple of hours late.  No phone call.  We called ******** to see where they were.   Supposedly had trailer issues.  Once here unloaded all of their equipment and then brought a cup of the colored chips for us to see and approve.  They were blue - not the brown we had selected.  They proceeded to load all their equipment back in the trailer to leave and go get correct chips.  We questioned why one of them couldnt stay and begin the prep process (grinding or sanding) while the other went for the correct chips since they were already getting a late start. They indicated they couldnt do that. Also couldnt leave the trailer. Trailer had to stay connected to the truck. Ridiculous! We called ******** again. They ended up staying to work and someone brought chips later. They were grumbling and cursing while working.  Not happy with their jobs and pay and hours.  One even saying he was quitting.  *** went out and called a time out telling them we could hear everything they were saying and it needed to stop.   They changed their attitudes at that point. We even bought their lunch and gave them tips when they were leaving. With needing to stay off of the concrete we didnt see the mess until the next day. As I said earlier overall it looks really nice but we are not happy there is adhesive on our patio door that was just installed the summer prior (2022) and our siding which was installed in 2011. We had our contractors come out to see what they could do. They were able to get some of the chips off but not the adhesive. **** from TSR even came to fix. No fix.  Even with TSR workers vacuuming the perimeter of the concrete there were still a lot of chips we were cleaning up too. The least of the problem. There should have been tarps or plastic or some type of barrier in place to prevent this unnecessary damage to property. 
  Beyond frustrating 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/08/2024

  Complaint: 21220788
  
  I am rejecting this response because: 

  BBB response system timed out. 30 minutes to get this accomplished. Ridiculous!  So was told to submit via this email. The response system was also allowing punctuation at times but at times it wasnt. Spent a lot of time trying to navigate that!!

  Response to TSR:

  First of all why cant you get the pictures from the location where we already provided?

  Its becoming obvious you havent contacted them for any information so let me share a little of our experience that day in addition to pictures (again).  *********** arrived a couple of hours late.  No phone call.  We called ******** to see where they were.   Supposedly had trailer issues.  Once here unloaded all of their equipment and then brought a cup of the colored chips for us to see and approve.  They were blue - not the brown we had selected.  They proceeded to load all their equipment back in the trailer to leave and go get correct chips.  We questioned why one of them couldnt stay and begin the prep process (grinding or sanding) while the other went for the correct chips since they were already getting a late start. They indicated they couldnt do that. Also couldnt leave the trailer. Trailer had to stay connected to the truck. Ridiculous! We called ******** again. They ended up staying to work and someone brought chips later. They were grumbling and cursing while working.  Not happy with their jobs and pay and hours.  One even saying he was quitting.  *** went out and called a time out telling them we could hear everything they were saying and it needed to stop.   They changed their attitudes at that point. We even bought their lunch and gave them tips when they were leaving. With needing to stay off of the concrete we didnt see the mess until the next day. As I said earlier overall it looks really nice but we are not happy there is adhesive on our patio door that was just installed the summer prior (2022) and our siding which was installed in 2011. We had our contractors come out to see what they could do. They were able to get some of the chips off but not the adhesive. **** from TSR even came to fix. No fix.  Even with TSR workers vacuuming the perimeter of the concrete there were still a lot of chips we were cleaning up too. The least of the problem. There should have been tarps or plastic or some type of barrier in place to prevent this unnecessary damage to property. 

  Sincerely,
  
  **********************;  

  

  Business Response

  Date: 02/12/2024

  **** what is the address and name on the actual contract as we do not have a ************************* in our system. 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21220788
  
  I am rejecting this response because:
  
  *** & *************************

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

  ******* ** 62612

  ******* was the salesman. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/16/2024

   I talked with our GM of that location and the boss and we are willing to write you a check for $1,500 for the damages and the partial refund you asked for. That is a 33% refund on the job. 

  Customer Answer

  Date: 02/19/2024

   
  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 thank you for your efforts in resolving our complaint. While the partial refund does not fix the issue at least its an acknowledgement of the circumstances. We were planning to do a coating on our front porch and sidewalk at some point in the future but are hesitant with no barriers in place to protect our property. ******** indicated thats up to the customer.  We feel its up to the installer. Thanks.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:I tried emailing but dont see it in my sent items. I filed a complaint against TSR Concrete Coatings LLC on 02/19/2024 for damage to our property. (#********) It was resolved 2/16/2024 with them indicating we would receive a partial refund ($1500 - a third of what we paid). As of today 03/19/2024 they have not followed through with issuing that refund. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/21/2024

  The Check is being sent out today! We apologize. There was miscommunication in our front office.  

  Customer Answer

  Date: 03/21/2024

   
  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:11/14/2023

  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.

  TSR was to perform a flooring project for our restaurant. He took a ******* deposit from ** and when it was time to do the work they told us they couldnt do the work. We cancelled the contract and hired another company to complete the work that they couldnt. they kept our ******* deposit. They are thieves and scammers.

  

  Business Response

  Date: 11/15/2023

  Hi ****** We have looked into our system and we do not see anything. I have tried searching by your name, Number, and address nothing is popping up. Could you send me over the contract to our email at **********************************. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20867991
  
  I am rejecting this response because: They have not resolved the issue or submitted us our refund. The stole money from ** and did nothing at all for the money. They can not argue keeping for materials because what we ordered is an every day color choice and stock their own materials. they are just being stubborn and refuse to give our money back. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/27/2023

  We are still waiting on you to email our ****************** as you gave little information. We  can not find you in our system. Again if you email our service department with a photo of your contract so we can see how it was put into our system we can see what is all going on. Until then there isn't much we can do here in the Service Department. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20867991
  
  I am rejecting this response because: Your owner **** contacted me with a resolution. We are waiting for the refund check to arrive prior to moving on. 
  
  Sincerely,
  
  *************************

  Global *****************************. 

  Mandrake 2.0 *********

• Initial Complaint

  Date:10/23/2023

  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.

  Unfortunately, I am writing to express my utmost dissatisfaction with the recent work conducted by Ninja Concrete Coatings on my pool deck at **********************************************************Upon inspection of the completed project, it is evident that the pool deck cover holders have been mishandled during the coating process. Approximately half of the holders have been painted over, while the remaining ones are sticking up and cannot be properly adjusted or removed. This not only results in an unsightly appearance but also poses significant safety hazards for anyone utilizing the pool area.I have made numerous attempts to contact your company via phone calls, leaving messages requesting immediate attention to the matter. Regrettably, all my attempts have been met with silence, and my requests for someone to address and rectify the situation have been blatantly ignored. This lack of responsiveness is unacceptable and breaches the terms of our contract, which explicitly states that any issues arising from the work performed must be promptly addressed and resolved. Moreover, I would like to bring to your attention that during the installation process, I attempted to provide feedback and assistance to your crew to correct the mistake. Unfortunately, my efforts were disregarded, and the problem persisted, leading to the current state of the pool deck cover anchors.This week I have noticed the emergence of new issues, with cracks appearing throughout the coated surface. This adds to my dissatisfaction with the quality of the work, and it has caused me significant inconvenience.

  

  Business Response

  Date: 10/31/2023

  Have you Emailed our service department email with these issues and photos? The email is *********************************** We have people that can assist you with all these needs if you email the photos and a short description of these issues. This is our company wide process to get things like this handled so everything is documented. 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20771982
  
  I am rejecting this response because I had sent an email to the company using the email listed on its website.  I received this message:

  Message not delivered
  There was a problem delivering your message to ************************
  

  Today, I have sent an email to the address provided in the response.  However, this still does not "resolve" our deck issues; therefore, I am declining the response.

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

  

  Business Response

  Date: 10/31/2023

  We did receive your email. We are in the works with the ******* office to get this all rectified for you. You should be receiving a call from there office shortly with a plan to get this all done for you. Let us know if there is anything else we can do for you. 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20771982
  
  I am rejecting this response because still have not received a call from ******* office. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/02/2023

  You didn't receive a call on Tuesday around 12:48PM from Chis stating we will be there Friday and that you agreed to take the pool cover off so we can make the necessary repairs? Our notes in your file indicate all of this. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20771982
  
  I am rejecting this response because the issue is still not resolved.  Okay, I thought another person from your **************** was calling.  Yes, I spoke with ***** and he is supposed to be here with crew on Friday at 9 am.   Because he has done a "no show" before and I have to pay vendors to put the cover on/off, I will wait to see if he actually shows up tomorrow.  

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

• Initial Complaint

  Date:10/23/2023

  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.

  Garage flooring was installed with the understanding/contract that there was a lifetime warranty against chipping. Called to have and evaluation completed. Was told that the company sold their business and no longer services our location. I was later told that they chose to void the contract and time of selling. We were not informed of such a sale or void of contract. Have called and emailed company and they will not address issue further or provide phone number contacts for higher escalation. I would like to have voided my contract and refuse payment but I kept my end of the contract and they have my money without the product that they promised would be installed.

  

  Business Response

  Date: 10/31/2023

  As we stated in our email to you,The location was closed down over a year ago. We didnt have to honor any of the contracts nor are we with the location being closed down and not being anywhere close to that location. You can contact the local ******* dealer as it was there product that was installed on your project and they can do the warranty work. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20770329
  
  I am rejecting this response because: I have reached out the the product company and am still awaiting a response. I highly doubt they will cover the warranty charges as this is the product dealer. Much of the warranty for this project involves the prep and application process that goes into the project. This was all done by ************* (TSR) 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 11/08/2023

  This Project was done by ninja coatings back in 2020 is when the transaction happened. Ninja from there sold there company a little over a year ago. The product dealer that they used is there failing product. Ninja just installed it. Ninja now has been acquired and no longer is in business there. ********* is responsible for the failing product. 

• Initial Complaint

  Date:09/14/2023

  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.

  TSR came to my house to provide an estimate on my garage in late June 2023. A big selling factor was the lifetime warranty they provided. I was told the lifetime warranty covered the entire garage floor and did not disclose any exceptions, exclusions, preconditions, etc. After a short review of their company I decided to go with TSR and paid them a $1560 deposit on 7/05, even though the earliest they could schedule the installation was 9/06, over 2 months out. In hindsight asking for a deposit like this is a HUGE red flag. TSR had a 2 man crew arrive on 9/06 around 8am. Around 10am I stepped out for an update. the installer pointed out a small area with some residual oil on it due to a minor leak from one of my vehicles, but said should not be of concern. A short while later ****** told me that the only way they could continue and complete the job was if I chose to void my warranty.At no point prior to starting the job did anyone from TSR mention any concerns about my garage floor or preconditions to the warranty. It was only after they began the job that they made me aware of this precondition to the warranty. After speaking with the branch owner *****, he stated he would not honor his warranty on any area that had oil on the floor. That those "areas" would be excluded.I did not agree to voiding my warranty and told them I needed time to assess and rescheduled for 9/22. On 9/08 I spoke with ****, the Branch Manager to discuss the warranty. I explained my issues and concerns, but they still would not warranty the area with oil. I decided I could not trust this company and no longer wanted to do business with them. I relayed this to **** and asked him to refund me $1200 of my deposit and they could keep the extra $360 to account for the three hours of prep work they did. This is more than generous. ***** AND TSR HAS REFUSED TO REFUND ANY OF MY DEPOSIT. I will take legal action against them and file as many claims against them as is possible.

  

  Business Response

  Date: 09/29/2023

  *****, I tried giving you a call.  I shot you a text so you have my number.  I reviewed the pictures.  I believe we can come to an amicable resolution easily.  

• Initial Complaint

  Date:08/23/2023

  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.

  5/30/2023 I had my front and back porch and front sidewalk coated. When I was able to walk on the surface I went to open my back door it was stuck unable to open. There is a Ridge preventing us from opening the back door. We had to take the bottom plate off of the back door in order to be able to open it. I want this fixed.I have contacted ************************* sales rep he assured me I was on the repair books. 3 months have gone by. I have tried contacting the main office no answer no response to my emails either??? It is like I have been ghosted. I had also sent pics of the needed repair as they asked. And they agreed this shouldn't have been left like this. I just want some results. Please

  

  Business Response

  Date: 09/07/2023

  *****

  I am showing that you were most likely attempting to communicate with the sales rep and not our service department originally.  Always feel free to call our office toll free at 844-A-NEW-FLOOR.  ******** has a note in here that the service was completed 8/31/23 is there anything further I can assist you with?

• Initial Complaint

  Date:08/13/2023

  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 had my floor coated in November last year, the floor turned out great. But they sawed out the exspansion joints and around the drain an never put anything back in the joints. When the salesman came to give me a quote he told floor looks great no cracks gonna be easy job. I stated to him that I park my plow truck that has a large salt spreader on it in this garage all the time. Never once did he say that they were not gonna fill the exspansion joints. Where do you think the melting snow an salt is gonna go? rite into the exspansion joints. The reason I went with TSR flooring was because of the the warranty of about salt will not affect the coating. I have *** trying to resolve this issue and I have got the run around since. ******** would neverf call back, service man finally did after months of trying. He said he would come an fill my exspansion joints this spring so he sent a representitive to my house for a afternoon visit to look at my issue so I took off work at noon so I could meet him between 1 and 3. The rep showed up in the morning when I was not home. The rep texted me I had to remove everything from garage so they could grind exspansion joints again. Rep would not answer my calls neither would the service rep from ************ store. Now they sent me to this website to get my service work done an here I am. The reason they have to grind the exspasion joints again is because I had to caulk them before I could park my salt truck in garage for the winter. If I was told by the salesman that they would not fill the joints I would have went else where.

  

  Business Response

  Date: 09/07/2023

  *****

  We don't fill in the expansion joints on any garage floor we do as it will void the warranty.  The main reason for the expansion joints is to allow your concrete to EXPAND along that joint, as concrete always does.  I am unsure why you are filing a complaint with the BBB when although we have advised you that this will void your warranty and likely result in the coating cracking along those expansion joints we set a date to come out and perform your requested service.  The day we arrived to do it you did not have your garage emptied to allow us to perform the service and wasted our time driving to your home.  If you want this service done you will need to complete empty your garage out so we can do it.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20463220
  
  I am rejecting this response because: For the first matter **** never told you were not going to fill cracks, secondly the day your people came to my house was supposed to be in the afternoon, they showed ** in the morning. I had to take the afternoon of work unpaid that was when the appointment was scheduled. Why does the *** office out of the ********* area fill the saw joints? A person I know in ********** had his floor done and that crew filled his joints an he never even had to ask. I also gave him heads up before the crew came, nothing was said about voiding his warranty,same company everything should be the same I would think. why would I have to take everything out of garage to fill the joints? I will gladly move things away from the joints. Are you gonna grind the whole floor again? If so I will take everything off the floor. Lets work on this together so we can get it resolved. My phone number is ************ if you would to call instead of us going through all of this.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/29/2023

  I will have ****** reach out and schedule this.  Yes you would have remove everything if we are going to grind the whole floor.

• Initial Complaint

  Date:07/12/2023

  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.

  TSR did a project in my basement on June 28th, 2023. I paid approx. $4500 for approx. 500 sq ft of floor coating. The guys were nice and did a good job on the floor but they left a mess. The very fine dust from the work spread throughout my basement and covered everything including a new couch, 2 computers, and a TV. All they had to do was hang a 7 x 10 sheet between the job site and the rest of the basement. I'm very surprised they neglected to do that. We are still cleaning off things. Every wall and the entire ceiling was also coated. Also, they left one of my trash cans half filled with toxic smelling items.I had a crew in shortly before this who dug a trench 3 ft deep the length of my basement in order to replace the sewer line - a major job and a horrible mess. But when they left you could barely tell they were ever there. That is what a customer should expect.The warranty coordinator replied "I understand the dust can be a mess but in out contract it states the following.. It is the responsibility of the homeowner or property manager to remove all personal items from the project area. We are grinding concrete with metal diamond blades which can in some instances create dust depending on the softness of concrete. If you want an area taped off with plastic do so prior to our install.Maybe this negates this complaint in the eyes of the BBB, but I don't believe it should. People don't read the fine print. Contractors should use common sense even if it's not stated in the contract, especially at a cost of $4500. One of the team members could have even said, 'there's going to be a lot of dust. Would you like to hang a sheet before we begin?'

  

  Business Response

  Date: 07/23/2023

  ****

  Sorry you feel this way.  We do put in our contract that it is the responsibility of the homeowner to remove the items they want and to cover the areas they wish to have covered prior to our arrival.  The disclaimer is listed right on the first page of the contract under additions, notes and special instructions. 

• Initial Complaint

  Date:06/29/2023

  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.

  We were never advised nor was it in the contract that our existing caulked expansion joints would be totally cut out. Had we known this, we could have discussed options for an all around nice looking job. However, we are now left with 1 x2 1/2 crevices, which this company refuses to repair. They advised us to get **** and fill them ourselves via an email after we sent pictures of the problem. They said their contract states they do not fill expansion joints. This was not an issue when we signed the contract because we had filled and stable expansion joints that we thought would stay that way, as they had been for 35 years.Further, we called the local manager three times and left messages but never received a call back. So then we called the corporate office and the owner of ICON called back quickly, but was abrupt and not concerned with customer satisfaction. He offered no help. We expected his company to repair the expansion joint issue they caused but he refused. We think this company should reimburse us for having to repair the damage they caused to our expansion joints and work on improving their customer relations.

  

  Business Response

  Date: 07/06/2023

  ****

  In order to coat the concrete we have to encapsulate the edges down into the expansion joints.  If the expansions are filled with caulk it needs to be removed to perform our duties.  We never fill expansions with anything.  It would be the responsibility of the customer to do so if they wanted that done.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20257567
  
  I am rejecting this response because:
  Nowhere were we told about them cutting into our expansion joints. They created deep crevices in our expansion joints where none existed . We thought it was all surface work. Poor communication on their part and very surly treatment when we complained 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/23/2023

  Unfortunately for us to to complete the work we were contracted for we had to remove the caulk so as to able to apply the coating in a manner that would suffice our warranty.  We do not re-fill expansion joints per our contract.  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20257567
  
  I am rejecting this response because:
  Your product did not go all the way down into the expansion joint so its not adhering to most of the crevice you created. You should have just removed enough for you product to adhere and not leave the rest with no product whatsoever. And we have not received our warranty which was supposed to be sent after the final payment, which was made and cashed by this company. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/25/2023

  **** you can't just "remove a bit of caulk to do the coating"  the caulk cannot be there when we do the coating.  I have sent your warranty and floor care instructions sheet to your email.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20257567
  
  I am rejecting this response because:
  Very unprofessional for a company to leave a job unfinished. Period.
  Sincerely,
  
  *********************