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.

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  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:06/29/2023

  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.

  Date of installation, October 2022 I had my newly poured garage slabs coated last year. The installers were aware that my slabs were new and they suggested waiting a few days for the moisture to dry before installing, which we did. Since installation, large pieces of the coating have simply detached from the area where the coating meets the driveway concrete. I initially requested warranty service in March of 2022. I have been trying to work with the local rep for months, after not receiving replies from him for a couple of weeks, I left a message at what i think is their main office *************) earlier this week. After three days of no call back I called again today and reached someone, I believe her name was *******. She then informed me that the location in my town has been closed and therefore my warranty is void. There appears to be another location in ******, about an hours drive to my home, but apparently it's easier for them to wipe my warranty off the books than to send a guy down.

  

  Business Response

  Date: 07/06/2023

  John 

  I spoke to you via telephone already.

• Initial Complaint

  Date:06/28/2023

  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 warranty claims that they dont cover cracks to their coatings. I was told they cover chipping and peeling. If you look at the photo the coating yes looks crack because it is peeling away from the concrete in my garage. We paid them $8000 to do our garage and front walkway and porch. Its less than 3 years old. Their resolution is to charge me additional $250 for the repair. Their warranty is terrible!!

  

  Business Response

  Date: 07/06/2023

  *******

  In your picture you sent that is clearly a crack and separation of concrete which in turn separated the coating.  As you stated in your email we do charge $250 to repair a crack.  If the coating had peeled off or chipped away without evidence of substrate damage it would easily be a warranty issue and would have been handled.  Its so blatantly obvious that this is a crack and separation of your concrete I can't understand why you are upset.  We cannot keep your concrete from cracking, nothing will.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20251939
  
  I am rejecting this response because:
  The concrete did not crack beneath the coating. If the wish to come out and look they should they never offered to come look at it. The concrete beneath is 40 years old. I am pretty sure its done cracking or curing. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/12/2023

  We have completed over ****** projects.  I don't need to come and look at your project to tell you the concrete has developed a crack and it split the coating.  I can tell your concrete is cracked from the picture you submitted.  If you want to have it repaired its $250.  

• Initial Complaint

  Date:06/12/2023

  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.

  We are a Commercial General Contractor opening a personal restaurant that we own. We are a highly regarded firm building all across the country, doing over $50 million in work yearly and hiring thousands of subcontractors yearly. NEVER have I met more of a team of crooks. In 10 years of business we have never had this happen to us. See associated document with explanation as to what happened:

  

  Business Response

  Date: 06/14/2023

  *****

  We had a signed contract showing an install date of 3/29/2023.  Although we appreciate the amazing size and scale of your business at $50 million, we are double that and it is why our customers are picking an installation date at time of sale or within 14 days of actual install if one is available.  The install date is not able to be modified prior to 14 days because we are generally 8-9 weeks out.  We aren't able to just show up to do the floor on a whim.  The timeline needs to be precise which is why the date is picked and signed on.  The down payment is non-refundable as is the remobilization fee for not being ready when you said you were.  We still pay our guys for the day even though you weren't ready.  

  If you wanted to find a new installer that could meet a potential new timeline that was your own decision and does not change the contract you have with TSR. Additionally it should be noted that your vulgar language to my staff on the phone is not going to be tolerated, nor are the emails calling ** a "complete garbage s*** company."  GPC as a company has been completely unprofessional on all accounts during this transaction.

  It is ridiculous to set an install date for 3/29 and not be ready.  Calling my office a month later on 5/1/23 thinking we can just get you in within 10 days and then being upset about it when we tell you no is absurd.  Unfortunately as I read through your own timeline that you wrote its clear to me the person that loses here is the restaurant you were hired to "generally contract" the build out for because its obvious this wasn't the only deadline you missed on this project and likely there were other contractors you did the same to.  

  The reality of this situation is that you "subcontracted" to a company that is much larger than yourselves and we held you to a timeline that you picked yourself and also held you to the contract you signed.  The fault here isn't with TSR, it's with GPC not being able to deliver and meet deadlines.

  Contract showing 3/29/23 install date is attached.

• Initial Complaint

  Date:06/02/2023

  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 coated the main area of our basement floor in early January, and we've had issues since then. Our goal for this project was to have a floor that reduced allergens and was easy to clean. First, the workers left a mess that we had to clean up. They left piles of the chip material around, and there are still chips in the electrical sockets we can't get out. Second, we weren't happy with the job. The floor is still too rough to mop. After calling a few times, someone came out for a third time to fix the issue its much better, but there are several random bits stuck in the clear topcoat that we now need to sand down ourselves. Third, our biggest issue has been with the dust created. We were warned there would be a lot of dust, but this was apocalyptic. Installers did not block doorways (to storage room and to upstairs), nor were we instructed to do so ourselves (we did remove doors as instructed). Our entire house was covered in a layer of dust a bit thicker than paper. Took me a week to dust our main floor. We need to hire a professional cleaner to clean our storage room - it's still so dusty I can't spend more than a few minutes down there without coughing/wheezing. My husband and son have allergy issues, and they've been having nonstop respiratory issues since installation. I can't prove it's the dust, but I have doubt it's related. A few weeks ago, our heater broke. The repairmen told us it was because our HVAC system was so clogged with concrete dust. We had to spend $1k to fix it, and they also told us our entire ductwork system needs to be cleaned immediately (we don't have the money for this). I've called several times about these complaints and to ask for a partial refund, but I have not heard from any supervisors like I was told to address the other complaints. It's been almost four months now of being unable to use our basement because of this installation. We got the exact opposite of an allergen free, easily cleaned floor.

  

  Business Response

  Date: 06/14/2023

  ****

  I have reviewed your complaint and I have also attached a copy of our contract.  On page one at the very bottom it states  "Additions, Notes, Special Instructions:
  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."  We have no idea how much dust is going to be created in order repair the concrete and get a good bond from the concrete to the coating.  I cannot speak on the **** issues as I am not an **** technician.  If you are having issues with stand up flake please let me know and I will have someone come and walk the floor with you and fix the problem areas.

• Initial Complaint

  Date:05/11/2023

  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 am being harassed by *********************** and other employees from this business. The Installers did not complete the job as agreed. Steps and trim were not coated. The installers showed up without a work order. They agreed to stay and do the job until finished, but their manager told them to take my payment mus the $1000 and go ahead and leave. I agreed to pay $4500 for a complete job. I was decent enough to pay $3500 and hire someone to paint what was not completed as agreed with by salesman *****. ****** has now threatened multiple times to put a lien on my house. I set up a time to meet in person with ****** and ***** at my house today at noon. They did not show up or call.

  

  Business Response

  Date: 05/24/2023

  I have reviewed the contract and it does not state we are completing and coating the steps.  The vertical stem walls in the garage are on the contract and are completed.

• Initial Complaint

  Date:01/21/2023

  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.

  We had TSR refinish our epoxy painted flooring which was showing wear. I raise Cavaliers & the area to be finished is our puppyland. Prior to the ***********, we had a totally smooth surface as we had filled all expansion joints so there would be no issue with detritus in the joints. When the crew came, we were told they would grind down the floor to remove any imperfections. HOWEVER, they did NOT tell us that they planned to cut out the expansion joints which had previously been filled. Upon seeing the joints cut into the floor, I immediately called our sales rep and he promised to come out in 2 days to fill the joints but he never showed.. I called the office and asked to have him call me. No phone Call. Called a 2nd time and asked for a manager. NO Phone call. Called a third time and asked for a manager, NO phone call. On the 4th call the receptionist asked me to email photos to the service department and she would get a manager to call me. This time I got a call from the service manager who told me that our rep had been told he was not allowed to come and fill the joints that they'd cut into the concrete. The sales rep never even bothered to call to tell us this and has gone totally **** I did talk to the service manager and explained that the floor that the crew encountered had had all expansion joints previously filled and we had no idea that they planned to cut new troughs into our floor. He insisted that they were "required" to cut the joints and would not accept any responsibility. Now we have to figure out how to fill them at our expense. No one should have to work this hard to resolve an issue with a company. The sales rep should have at least called to tell us he couldn't come and we still feel that we should have been told that they planned to cut these joints into a floor that had previously been filled. Now the looks of the floor have been spoiled and we have to pay someone to come fill it. Photos show before and after.

  

  Business Response

  Date: 01/22/2023

  Jan, expansion joints are in the floor for a reason.  The expansions help control the expansion and contraction of the concrete over time.  Filling the expansion joints will result in a coating with no warranty.  Also the contract did not request the expansions to be filled or remain filled and for you to not have a warranty on the floor.  

  Customer Answer

  Date: 01/23/2023

  
  Complaint: 18871157
  
  I am rejecting this response because: We totally understand the purpose of expansion joints.  They are put in place to compensate for the movement of concrete during extreme temperature changes.  However, the floor that was presented to TSR has not temperature extremes with only a variance of 5 degrees one way or another during all seasons.  The floor had previously had all joints filled prior to having it coated with epoxy paint more than 5 years ago, During those five plus years there had never been any cracking what-so-ever and was completely smooth and joint free at the beginning of our project.  I have submitted before and after photos that will demonstrate this fact. We understood that IF we had expansion joints in our concrete that TSR would not fill them but this was not the case.  They were presented with a totally seam free floor that only required them to sand off the old epoxy paint and cover with their product,  We had no reason to even think that they would decide to cut huge slashes in our floor rendering it usable for our puppies and dings.  Had they only just knocked on our door to let us know that they planned to do that, we would have stopped them from doing so.  If they still insisted, we would have fired them on the spot and negotiated a price to only include the sanding and would have hired a new company to come in and finish the floor.  Instead, they proceeded without our knowledge and cut in the joints.  Now we are left with a totally unusually surface for our dogs and puppies.  Not only is it not usable but it has been ruined aesthetically as well.  I take a lot of photos of the puppies and the look of the flooring is imoportant to me.   Now we have to go hire a contractor to come in, at our expense to fill these joints and we have concerns about the durability of any product used as filler and the floor will never have the seamless look that we had with our previously smooth floor.  This company is dreadful about communication both before or after the completion of the product (except of course, to make clear what is owed). I called four times trying to reach a manager to discuss our concerns and phone calls were never returned.  I finally had to send an email in order to get anyone to get in touch with me.  We are completely disappointed with the outcome of this project, and although we will have the joints filled, it will never be the seam free floor we wanted or expected.  We paid a lot of hard earned money to get a totally dissatisfactory result.  And it could have been avoided if they just would have communicated their intentions.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/25/2023

  Jan

  Our contract states that we do not fill the expansion joints because they are meant to be there.  I have attached your initial and signature and highlighted it.  If you specifically did not want to have them open you would have needed to have a special note on the contract voiding the warranty with your approval.

  If you would like to pay a service fee we can come fill the expansion but you will need to sign a change order indicating that the floor no longer has a warranty.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18871157
  
  I am rejecting this response because: Show me WHERE on the contract that it says you will reopen previously filled joints and I will walk away being unhappy, but will drop it.  Or, failing that WHERE on the contract it would have directed us that we needed to make a special note on the contract that  we did not want the previously filled joints re opened.  Because we most certainly would have done that if it had been mentioned.  We had no reason to anticipate that you would reopen these joints.  You keep saying that your contract says that you won't fill the joints, but no one has ever shown me in the contract where it says that you will take it upon yourselves to reopen previous filled joints.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/03/2023

  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.

  Our patio was resurfaced with Next Level Concrete coatings on December 30, 2021. Soon after, approx a month, we noticed the coating was peeling & bubbling & followed the warranty instructions. We mailed pictures with descriptions to the address listed. After hearing nothing after a month we contacted NextLevel on their ******** page and eventually made contact with local employees that made multiple appointments & subsequent cancellations. An eventual repair attempt occurred in July of 2022. Due to weather they were unable to complete the job. Our patio repair never received a top coat and other peeling areas were left not repaired. After numerous appointments and further cancellations we were told new management would contact us. They never did. Eventually, we made contact online and were informed on 11/29/22 there are no longer operations in our area (Tampa Bay Area). We spent $4,678 for this product because we were promised a lifetime warranty from a reputable large business with a proven track record. We either want a refund to hire someone who is in business in our area or we want a total fix asap. If Its not resolved I will have to take it to court. Im hoping TSR stands by their subsidiaries and honors our request.

  

  Business Response

  Date: 01/04/2023

  ****

  TSR Concrete Coatings did not do your project nor do you have a contract with TSR Concrete Coatings.  TSR did purchase the assets (trucks, trailers, equipment of next level coatings) in August 2022 of this year in an asset deal.  Subsequently the Next Level ***** was not part of that deal and was shut down nearly immediately.  The complaint you have made is for Next Level ***** and not TSR Concrete Coatings.  Please remove your false accusation against TSR Concrete Coatings.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18676212
  
  I am rejecting this response because:

  The next level concrete coatings phone numbers and website both point to TSR as the parent company.

  At the bottom of Next Level Concrete Coatings website, they link to TSRs BBB profile.

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

  Your future customers will find that your products lifetime warranty is worthless. Creating subterfuge with layers of shell companies to service various regions is a dishonest attempt to deflect responsibility.

  
  Sincerely,

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

  

  Business Response

  Date: 01/05/2023

  ****, the product that was used and failed for you was from ******* Industrial Coatings.  The claim to provide a 15 years warranty on their products.  You are welcome to see if the manufacturer of your failed project is willing to stand behind their product.  Regardless, TSR did not do your project nor do you have a contract with TSR.

• Initial Complaint

  Date:12/12/2022

  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.

  On 4/8/2021 I hired Flagler Concrete Coating to put a coating on my 2 driveways and sidewalk. Since then, I have had to have them comeback no less then 3 times to redo both driveways because the coating came off due to poor workmanship. The owner even told me they did not install is correctly. On 11/3/2022 I again called them about my sidewalk top coating coming off and I wanted it redone. I was told that the company was sold to TSR Concrete Coatings, and someone would get back to me in 2 weeks and they would help me out. I called them again on 11/28/2022 and was told i needed to email TSR Concrete Coatings, the new owners, with pictures and what was wrong. I send an email that day with pictures and 2 hours later i received an email saying it is not there problem and I should contact the makers of the coating, ******** Industrial Coatings. I called and emailed ******** 11/28/2022 and I am now waiting for a response. All I want is for someone to honor my 15-year Warranty or refund some of my $16,000 I spent.

  

  Business Response

  Date: 12/19/2022

  ******

  You are filing a complaint for a project that TSR Concrete Coatings did not do.  The assets of Flagler Concrete Coatings were purchased in August of 2022 by TSR Concrete Coatings and we do not have responsibility or obligation to repair or replace anything that the previous owner ****** performed on your project.  In fact this complaint is completely invalid as TSR Concrete Coatings didn't do the work nor did any of our subsidiaries at the time.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18477125
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2022

  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.

  We contracted with TSR Concrete Coatings to have the concrete floors coated with an epoxy coating. The work was agreed to cost $18,500 for floors in 3 garage buildings. They sent 2 crews of two employees each on October 18, 2022 to do the work. The crews did the work that day and left. We paid by check the agreed amount upon their completion that date. The floors look great. However, the crew spilled a large amount of the epoxy coating material on my newLy done asphalt driveway. It is a huge 36 x 36 brown-colored glue like stain on my brand new black asphalt driveway; an eyesore and very obvious it was a mistake and error. Upon noticing this I contacted TSR by telephone and was told that same day one of the crew supervisors would call to arrange for an appointment to evaluate the issue and resolve same. After not receiving a call back, I again called them on October 24, 2022 and was assured somebody in management would call me back. Nothing happened yet again. This went on and on the following dates : 10/24, 10/27, 10/31, 11/4. I then was able to receive a call from ******** in the ****************** who set up an appointment for 11/18 to have an inspection. On 11/18, 2 employees came to my property and inspected the issue, stating this is a huge problem and cannot be remedied by them. They referred my to the owner whose name is *******************. By 11/30 I had not recd a return call, so called them. Again I spoke to ******** who said I should obtain an estimate for asphalt repairs, at which time I called ****** County asphalt who provided me an estimate to have the driveway sealed in the spring 2023 in the amount of $1,675. It cannot be done in local repairs due to color of the asphalt material. I submitted the estimate to *******************, owner, who has not responded to my calls to him on 12/1, 12/5, 12/7. I called TSR on 12/8 and was told they are not willing to repair my driveway by a person named ********. This is not fair in any regards!

  

  Business Response

  Date: 12/27/2022

  ************, I was told by ******************* this has been resolved and an agreement has been made.  Is this accurate?

• Initial Complaint

  Date:11/07/2022

  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.

  Polypro installed a new floor for our garage on November 10th 2020. The salesman, *********************** was very articulate in the installation notes stating, "Pitting needs repaired along expansion cuts" When the installer, ****, arrived, he instead wanted to fill the expansion cuts rather than repair along the expansion cuts. I believe this was easier than actually making the specified repair. When I questioned this, he asked the age of the house. I told him it was built in ****. He said "it's done moving" and that it was ok to fill the expansion cuts. In less than a year the floor began to crack along the location of the filled expansion cut. At first it was barely noticeable, so I wasn't going to make an issue of it. Over the last 12 months it has gotten progressively worse. I went to Polypro's local office on 9/29/22 and spoke with *****. I explained what had happened and provide photos of the floor. She told me that TSR recommends NOT filling expansion cuts and that doing so voids the warranty. I explained that it was their installer who deviated from *****'s instruction and that I questioned it at the time. She said she would have the manager call me to see what could be done. Two weeks went by, no one called. I went back to their office and again spoke with *****. She seemed genuinely surprised that the manager never called. This time she scheduled an installer for 10/28/22 to come take a look to see what would be needed to repair the crack. As scheduled, *****, an installer arrived. He told me he could grind out one of the expansion cuts and make a repair but it would be noticeable against the existing floor. I was not happy with this as the only option. I told him that I believed a shortcut had been taken in order to save time during the installation and that another shortcut was not the solution. He told me that he would speak with the manager and have him call me sometime the following week. 10 days later, no one has called.

  

  Business Response

  Date: 11/07/2022

  *****, you have created a BBB complaint against a company that did not install your concrete coating.  Polypro was acquired by TSR Concrete Coatings in an asset deal in February of 2022, yet you have made a BBB complaint on TSR Concrete Coatings account for a job we did not install.  Furthermore due to the asset deal we are not under any obligation to repair anything that was previously done by the old owners.  Additionally cracking was not part of the PolyPro warranty nor is it part of any TSR Concrete Coatings warranty.  If you would like this repaired its a minimum charge of $250, but due to you coming into our office and threatening our office admin ***** we are not servicing this project for you at all.  

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18367705
  
  I am rejecting this response because: The initial complaint with this company still remains regarding the installation/application of the flooring product. 
  
  The product was not applied as it was quoted. The quote detailed the pitting along the expansion cuts were to be repaired. The pitting was not repaired. The expansion cuts were closed/filled in with a filler instead. There is now a tear in the floor coating product along the expansion cuts. This situation is clear failure of the installers using an unapproved method and disregarding instructions as quoted by the salesman.   
  
  The companys attention and response to my pursuit to rectify this situation has been dismal at best.
  
  The writer of the companys response (who did not provide a name) indicates the main reason they are not responsible to rectify the situation is because the company was sold. Secondarily, they suggest they might have negotiated a resolution but are denying this as an option because of a negative interaction with their employee. This statement is not factual and to suggest that I was anything other than professional, is simply not true. ***** even provided her personal cell phone number to enable me to send pictures of the product failure. This does not sound like the actions of someone who felt threatened.
  
  My personal review of this company is Buyer Beware.According to my experience, the attention to detail, responsiveness and accountability has been very poor. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/15/2022

  *****

  I am reiterating that TSR did not do your floor, nor does it have any responsibility to fix the floor we did not do under any circumstances.  The whole premise of this complaint on our TSR BBB account is false.  We are willing to help you resolve the issues you claim to be experiencing, but again there is a service fee associated with that work as we do not warranty cracking.  Literally right now the best comparison I can make to this is that your trying to get a GM dealer who didn't sell you your car to warranty your **** vehicle and do it for free.  Ironically then you go to that GM dealers BBB page and file a complaint when they give you the remedy that includes a service charge.  Unfortunately you may feel that TSR handled this poorly, but TSR never installed your project and was only trying to help, but we aren't willing to do it for free. 

  Customer Answer

  Date: 11/21/2022

   
  Better Business Bureau: We reached out directly to the parent company of TSR and PolyPro, ****************. They were very helpful. The representative at Revamp took all of the information previously outlined here and reassured us it would be passed on to the appropriate person. Within an hour, we received a call back from a PolyPro manager who was very helpful. We discussed the problems I was having and came to an agreement in less than 15 minutes. This matter is now closed. 
  
  The response from my phone converation with PolyPro has resolved my complaint ID ********. 
  
  Sincerely,
  
  *****************************