Complaints
This profile includes complaints for TSR Concrete Coatings, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 73 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
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Initial Complaint
Date:10/12/2022
Type: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 October 12th 2020 we paid TSR $500 deposit to do a epoxy resin coating on our garage floor, the sales rep inspected the floor and said it would not be an issue, the floor had some cracks and pitting at the front entrance of the garage. We paid in total $2,698. April 2021 they came to do the work, first application had to be completely removed and redone due to them using a product that reacted with a previous filler already on the floor which they could not completely remove, 2nd time the floor was finished well. 6 months later a crack appears in the front center section, they came out assed the damage and repaired FOC. Another 6 months pass and cracks begin to appear in the front again in the same section and now front left of the floor. We called them and sent pictures, they advised us that was due to the poor condition of the floor, not being happy with the response we continued to discuss with them options. They agreed to come out and redo the entire floor FOC and advised us that the sales rep that sold us the floor should have not recommended us to get the coating at all, rather to have the concrete redone, this sales rep is apparently not with TSR anymore. They advised us that they would install new bone like joints across the cracks to help prevent more issues. They came on September 30th to redo the entire floor again, they stated the area's of cracking was due to the concrete underneath showing me pictures of there product with parts of concrete adhered to it. I fully understood that this redo would not guarantee further cracks, however the finish left on this redo is below satisfactory, the repair/fill of the two areas where cracks had happened are blemished, they appear not to be level are very noticeable to the eye. TSR stated this was due to limitations of their product on being able to fill those area's. I had a second opinion on the issues by another flooring firm, and they stated it's due to poor workmanship, not levelling the floor.
Business Response
Date: 10/14/2022
I am responding to complaint by **************************** It is listed under "advertising complaint" and nothing about this is in reference to advertising. The reality of this situation is the concrete ultimately crumbled causing a substrate failure. Our company re-did the floor the first time due to an adverse reaction with a foreign substance or filler in the concrete. Additionally a crack formed 6 months later as well as several more cracks in the concrete developing. CRACKING and SUBSTRATE FAILURE are not covered in our warranty under any circumstances. Despite these not being covered we went ahead and completely re-did the floor. The customer was advised after the cracks and crumbling came back that they needed to completely have the concrete removed and re-poured. If they do that we will come and do a complete coating again for free. The customer needs to address the real issue with their concrete first prior to having a coating done. If necessary we can attach pictures of the concrete completely pulling away from itself. The customer knows this needs to be replaced but they do not want to spend the time or the money to address the real issue, unfortunately its beyond repair at this point and needs to be replaced. I have attached the customers contract stating this is an extremely challenging floor, it has a lot of pitting and that substrate/cracking issues are not warranted.Initial Complaint
Date:07/26/2022
Type: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 July 8th I set appointment with *** one of the sales guys to come out and give us an estimate. We loved the product and the fact we wa a told all cracking and pitting would be gone after we applied this finish to our preexisting concrete. So we jumped in with both feet paid the deposit went though their financing program with Greensky lending. So install day comes which is July 15th. The two man crew show up I talk with them about the cracks and ***** that really seemed like the issues to me. They said rest assured they will be gone. Well 24hrs passed and I'm not happy so Monday I received a call about my experience and I tell ***** I wasn't happy and all she seemed to worry about is me approving payment through Greensky and said "well once payment is made in full we can send someone out to look at the issues". So I did just that I called Greensky and approved the payment. So then ****** the regional manager comes out and says my floor is 4.9 out of a 5. I point out to him the cracks and pitting and how the crew didn't grind all the high spots out and didn't even bother clear coating the front edge of our concrete floor. ****** said "That the issues I have are barely noticeable and tells me that there isn't anything he's going to do". So then he leaves and I'm fired up and kindly ask him to just refund my money because this isn't the service nor the floor that *** sold me. He refused that option so then I ask to speak with his boss and this was l July 19th and still zero attempts to reach me. So I found my self stuck to get these issues fixed. At this point I'd really be thankful for a refund in this matterBusiness Response
Date: 07/28/2022
Spoke with ***** acknowledged his concerns regarding the verticals. Although we do not repair verticals (because its very hard to get liquid to stick to a vertical surface) we have offered to re-do the project to appease his concerns.Customer Answer
Date: 08/01/2022
Complaint: 17625819
I am rejecting this response because:
Sincerely,
********************* With the amount of disrespect and attitude I have received from ****** and **** I'd prefer not dealing with them or this company.Customer service and making sure the customer experience with their company should be their top priority.Business Response
Date: 08/02/2022
We accept ****** response. He was offered a complete re-do of the project to be completed on 08/15/22 and it appears he is rejecting that. We will notate this on his customer file. Thank you for your time.Customer Answer
Date: 08/03/2022
Complaint: 17625819
I am rejecting this response because:
Sincerely,
********************* I was offered a rescuff of the areas that we are unhappy with not a complete redo. If they are willing to a complete redo please have a respectful representative contact me please.Business Response
Date: 08/10/2022
We are not in a position where we have the time or the patience to argue semantics with ****************. He was graciously offered 8/15/22 for a re-do of his project which is NOT peeling, chipping delaminating or experiencing UV stability issues. Although the project is actually not experiencing any of these warranted issues we choose to take the high road and do a complete re-do of the project. In order to do a re-do of the project you have to scuff the surface of the current coating, re-broadcast the flake and re-top coat it. All of which I explained to **************** via text. He is choosing to be combative every step of the way despite us agreeing to re-do the project at no cost right away. In fact this project would have been completed and wrapped up next Monday 8/15 if it wasn't for ****************.
We have previously accepted ******************** position that ****** & **** are disrespectful and he does not want to do business with them despite their repeated attempts to solve his issues. We stand by that as they are the General Manager and CEO in their respective positions and there is no one else capable or willing to deal with the attitude and disrespect **************** has given. Currently our position is that when **************** is ready to conduct himself in a professional manner, not debate semantics and will allow us to come re-do the project with out being a negative burden to our staff he has the private cell phone number to our CEO, **** Gear and is welcome to reach out.
We have attached the text messaging conversations for reference.
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