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:03/27/2024

  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.

  The business promised a one day floor turnaround during the whole process, they come out to my house on 03/21/24 and was here all day working on the floor. They could not get 50 percent of the floor to dry properly so I kept my garage door open to my house all night to try and help dry their product I went out the next ************** was 50 percent of the floor was still wet. They sent the crew back back out on Friday 03/22/24 to repair the 50 percent of the floor that didnt dry properly. They repaired 30 percent of the floor and said it was good to go. I checked the floor on Monday 03/25/2024 to still find wet spots on 25 percent of the floor. I called the business on Friday and never got a call back. I again called the business on Monday 3 times before someone answered my call, stating they would have a manager reach out to me. He reached out to me saying they would be back out a 3rd time to repair their mistake. They should up at 9am and he then argues with me for 30 minutes I have most of it on camera Both ************** Their boss on the phone then throws in my face about his profit and lose and how he cant discount the job anymore. I finally agree to let them in my garage after 30 minutes of arguing with them cause I want my floor fixed. They then fix the last 25 percent of my floor and after 7 days I finally have a floor that was guaranteed to be ready in ***** hours. They have offered me $500 dollars off of a $4000 dollar job. Saying we got a police discount cause my wife works for the Indiana state police and they cant give me anymore off because it cuts into their profits on 03/27/24 they start blowing my phone up saying they will put a lien on my house if I dont pay buy Friday. I told them to give me $1000 off and I would pay 2/3 of the job for all the issues. **** made threats on my email towards ******* family which I have in writing. I have never been treated like this by a business in my entire life and something needs to be done.

  Business Response

  Date: 03/28/2024

  The product failed to perform normally on 2 of the 6 pads in his garage of Thursday. It was not curing as the normal rate and thus the topcoat could not yet be applied. We made him aware of the unusual predicament on Thursday. We came back on Friday morning and it had not improved.  Finally, at 4pm Friday, we were able to begin completing the process properly. We worked into late evening to complete it. No phone calls were made to our office.....we were there Friday evening after business hours until past 8pm.  We contacted him Monday morning to collect the balance.  He had an emotional outburst with our staff that was unreasonable threatening legal action. Our production manager contacted him and scheduled an appointment on Tuesday.  Tuesday when we arrived to solve the issue, he stood outside his closed garage door and demanded a price reduction BEFORE we would be allowed to correct the issue.  

  My production manager and he had a discussion about the "value" of the inconvenience.  No one was injured, no damage to his property, and we responded immediately once we were made aware of this. We had offered a 10%, his demand was much higher.  I was contacted to help resolve the "standoff". I explained we were there to solve the problem, not cause one. Unfortunately, every job is not perfect but we will work endlessly until it is.  I also explained the margins that we work with do not equal 30%. There was no mention of anything about his wife nor her profession. We agreed on 500 and he allowed them to begin.   

  I asked him if he was paying cash or check. He said credit card.  To avoid any further complication I advised him at that time there was a 3% surcharge for using his card. An emotional tirade ensued.  I referred to his contract where it is clearly written, larger font and bold type, in the same are as the contract amount, payments applied, and balance. We revied the math - 2888 balance minus 500 credit = 2388 plus credit card processing fee = 2460. I again asked that he allow us to do what is needed and he agreed. 

  The work was completed on Tuesday.  During the work, he was quizzing my employees on what they thought on how much more he could convince us to discount the work.

  We contacted him Wednesday morning to collect the agreed balance.  We reached out again a few hours later and again an emotional outburst, threatening legal action and he wanted a larger discount.  If not, his attorney would be in contact. I called him at 3:42 and no answer.  

  ****, my GM, and I reviewed the situation at the end of business on Wednesday.  He had not called me back. It was clear to us that based on his behavior, we could not depend on the balance being paid and we took a pro-active approach to his multiple comments regarding legal action.  **** called in my presence.  No threats, simply a very factual explanation of the next steps upon failure to pay by Friday.  We lien the home to protect our interest. The next step is arbitration. There has been no response until receiving this. No request for the stated 1000 as mentioned in his comments.

  There is a balance agreed upon on Tuesday of 2388(2888-500). We will not accept anything less than that.  He can provide a credit card and we will waive the contractually agreed upon fee of 3%. If this is not paid by Friday, we will move forward as explained earlier. Our contract clearly outlines that if we are proven correct in arbitration we are due attorney fees in addition to the balance. 

  We are very confident in what has occurred.  An issue presented itself.  The job was delayed to a product malfunction. There were no workmanship issues. We stayed on the job until it appeared corrected on Friday. We were made aware of it not being 100% corrected on the next business day - Monday. We immediately returned the following day, Tuesday, and remedied it.  This was started on Thursday 3/21 and completed on Tuesday 3/26. We agreed on a very large(near 14%) credit to begin completing the final correction. Again, there is no harm to anyone nor property.   

  Customer Answer

  Date: 03/28/2024

  I would like a copy of the invoice for $2388.00 with no credit card fees presented to myself and the BBB, after that I will call and approve the payment of $2388.00, and then reach back out to the BBB with how they treat me during payment etc and discussing my warranty and how to register that. 
  

  Thank you BBB for your help in this situation  

  **********************;

   

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  I would like a copy of the invoice for $2388.00 with no credit card fees presented to myself and the BBB, after that I will call and approve the payment of $2388.00, and then reach back out to the BBB with how they treat me during payment etc and discussing my warranty and how to register that. 
  

  Thank you BBB for your help in this situation  

  
  Regards,
  
  ***********************
  

  Business Response

  Date: 03/29/2024

  Our business is concluded with the Morgans. I have attached our credit card processing receipt, their paid receipt, and a copy of the warranty emailed to them.  The following was the correspondence with the warranty.

  
  ***************************** 9:52?AM (1 hour ago)
  
  
  to *****, kristin5176
  
  Hi, 
  
  
  Thank you for choosing Galaxy Concrete Coatings!
  
  
  Your receipt and warranty are attached. You will use this to register your warranty through this link: ****************************************
  
  
  This must be done within 30 days of your install!
  
  
  Thank you again for choosing us! Enjoy your new Galaxy Coating.  ?
  
  
  *****************************
  Office Manager
  Instagram l TikTok l Website
  
  
  

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:03/14/2024

  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.

  Proposal/contract signed 02.09.24. Galaxy was to provide concrete coating around pool. They do not do any work associated with pool drains or expansion *********** (owners) were told to just pop them out right before they arrive to do the concrete service & instructed that we could easily pop them back in after completion. Sales lady walked the perimeter of the pool, took pics and video, took measurements & sold the deal as being an easy process for drain ********************** Prior to the scheduled appointment Deco Drains were attempted to be popped out. At that time, we attempted & found they are actually cemented in place with no ability to be removed without destructively sawing them out of the concrete. We were then left in a Catch-22 where Galaxy wanted to do work with no drains in place as to not damage them during grinding yet all pool contractors & even Galaxys Project Manager (by phone) understood & confirmed that for a drain to be effective in doing its job and be properly retained, it must be cemented in place before final coating is applied to the pool deck. Galaxy doesnt do any work that includes pool drains & expansion joint replacement, however they sold us a pool concrete coating service and provided no solutions to our dilemma. We spoke with 4 different people at ***************************** provided any assistance in the process & only offered to delay the service. Weve paid over $2500 in additional expenses related to the pool drains, have yet to remove the expansion joints, which are also set in concrete and need to be cut out, & need to repair exterior stucco that was damaged in the process of installing the drains. We would like a full refund as Galaxy did not perform any services, did not make any additional visits to our home, did not spend any money on product/supplies for our service, & did not show effort to assist in a resolution. Galaxy shouldnt be in the pool service business. I needed a pool company from start to finish.

  Business Response

  Date: 03/14/2024

  This is a ******, ******* customer.  We are the ********************** dealer for Indiana.  I have forwarded this to the proper people in ******.  The manager there is *************************.  Please move this issue out of our company file and to its proper place - Galaxy of ******.

  I would appreciate someone from the BBB acknowledging that this has been removed and sent to Galaxy of ******.

• Initial Complaint

  Date:11/04/2022

  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 June 26, 2022, entered into a contract with Galaxy Concrete Coatings in ****** in which they were to apply their proprietary coating technology to a ***** square foot pool deck. The coating was to be applied on October 2, 2022. Installers arrived and failed to grind a small section of concrete and perform a "pick test" to ensure the concrete was suitable for their coating to be applied per discussions with the project manager following the failure of the installation of the coating. In addition, there was a slab of concrete in which there were no coating visible on the concrete. Installers used a machine with diamond blades to remove the top layer of texture of the pool deck of approximately 95% of the pool deck area. Removing the textured service creates a significant liability once the concrete becomes wet around the pool area in that there is no longer any texture to provide grip for individuals walking around the pool area. Spoke with salesperson, project manager, and general manager regarding issues. Issue 1: Texture has been removed from concrete making it extremely slick and dangerous to walk on once wet. Issue 2: There is a huge, patched area the installers put down but never ground down and Issue 3: Areas of the concrete were destroyed as a result of their grinding process. Communication has been absent except for attempts made by the salesperson to resolve the issue. However, as of October 31, he no longer is communicating as well. Deposit for project was refunded. However, the integrity of the concrete has now been compromised and Galaxy Concrete Coatings have offered no remedies addressing the issues outlined in this complaint. We are seeking repairs to the concrete to restore the concrete to a condition in which the concrete is safe for people to walk around once the pool area is wet (textured concrete.) Concrete went from textured to extremely smooth.

  Business Response

  Date: 11/08/2022

  The concrete was in disrepair before we contracted.  We were hired to remove the damaged existing coating and apply a new coating.  Upon removing the old coating it revealed the concrete underneath was beyond repair as the previous coating had rendered it too soft.  We could have stopped halfway and left an unsightly half removed and half unremoved.  Instead we attempted to provide some uniformity to the concrete surface. We simply removed the band aid of the previous coating to reveal the real issue - concrete in disrepair.  The client needed new concrete before we began and he still needs new concrete now.  We did nothing to damage the existing concrete. We remove 1/32 of an inch from the existing surface.  We only removed the coating that was hiding the damage.  We refunded all of his deposit despite full day of wages for our three employees who properly removed the previously damaged coating. 

  This was reviewed at length with *******************  *********, our production manager, visited with him twice to review and show him the issue.  *******, the salesperson, has had numerous calls and also has visited with him.  ****, our general manager, spoke with him by telephone to review the issue. 

  ****************** need to replace the concrete.  If he does, we will be happy to complete the proposed work as previously agreed. 

  Customer Answer

  Date: 11/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The response from Galaxy Concrete Coating with regards to the complaint brought before them is significantly less than adequate.  The concrete was not in despair prior to this contractor grinding the texture off the surface.  The objective in seeking Galaxy Concretes services was to aesthetically improve the appearance of the patio in the most cost effective efficient manner, not to remove the texture in its entirety from the concrete altering the surface of the concrete.  At no time did the salesman or installer indicate the concrete was in despair until the entire texture had been removed from the concrete by the installers.  The only coating on the concrete was paint which had come off in certain sections of the patio long before Galaxy Concrete began to grind the concrete down or prior to the salesman ever evaluating the patio to determine whether their coating could be applied.  A pick testwas never performed by the installer and the salesperson did not perform a pick test on the area of the concrete in which there was no coating at the time of his visit.  Nor did the installer to my knowledge, inspect any part of the concrete the day of installation to ensure the coating could be applied.  There are several things that should be addressed in their response.  First, there were two discussions with ********* (project manager) and one with **** (general manager) in which nothing was addressed.  No remedies or solutions to the problem were offered or even acknowledgement of issues that were created by their installers.  Those conversations were essentially ineffective.  The general manager was supposed to be on sight for a meeting in which he failed to show and provided no explanation.  Secondly, if a problem existed halfway through the project, the home owner should have been notified so a decision could be made at that point as to whether to move forward with the grinding or not, before 95% of the texture around the pool was removed creating a liability once the concrete around the pool gets wet.  From their response, it appears they must have known there was an issue earlier in the process but chose to continue grinding the concrete.   Third, they still failed to achieve uniformity as there were some sections of the patio which were untouched and have maintained the initial texture prior to Galaxy Concrete arriving that day.  Parts of the patio remain unsightly.  Fourth, the concrete damage and the patch which was applied by Galaxy Concrete Coating was not addressed in their response.  The previous coating was not a band aid as this coating had been on the patio for a number of years which was discussed in all three conversations mentioned in their response.  We were looking to upgrade to a more permanent solution which initially appeared Galaxy Concrete Coating could offer but were informed differently after they effected the integrity of the concrete around the pool.  Im not sure how they can claim they did nothing to damage the existing concrete after providing before and after pictures.  I even had the project manager and salesman,not the general manager as he decided to just not show up, feel the difference between the concrete they had ground and the original concrete in which they did not grind to identify the difference between the before and after effects of them grinding the concrete.  We did not contract with Galaxy Coating to remove the existing coating as alternative options would have been pursued.  We would not have moved forward with Galaxy Coating if they would have indicated that they would not know whether the coating could be applied until they removed the entire top layer of concrete from the patio.  The possibility of them not being able to apply their coating was never mentioned until the texture had been removed from the concrete.  *******, the salesperson,who has less than 6 months experience with Galaxy, acted only as a liaison between us and someone at Galaxy.  As already mentioned, no solutions or remedies were provided by any person(s) at Galaxy and ******* was too inexperienced in this industry to offer anything to the conversation. 
  In summary, based on Galaxy Concrete Coatings response,this is a business one should not contract with to perform concrete work.  Their lack of experience, communication, professionalism,and follow through can prove detrimental to the homeowner and could potentially lead to significantly higher costs in repairing Galaxy Concrete Coatings errors in addition to still pursuing alternative solutions to complete the project intended.  It is frustrating and concerning that there are other Galaxy Concrete Coatings customers who have been subjected to a similar experience per the installer who self-proclaimed had ten years concrete experience.  We are simply asking for the texture to be restored to the concrete that was removed by Galaxy Concrete Coating, the concrete that was damaged by the installers to be repaired, and the patch they applied to the patio, which was left untouched, to be addressed. 
  Regards,
  
  *****************************
  

  Business Response

  Date: 11/14/2022

  This is what has transpired every time we attempt to explain what has occurred.

  We removed the paint from his concrete revealing concrete that was unacceptable for us to apply our product to.  This has occurred in the past and all of those situations were handled exactly as this one. This was explained by three different people multiple times. We are not the type of company to "COVER UP" concrete that is need of repair.  Replacement is the permanent solution.  If this is done, we could then apply our product.  We are not a concrete pouring contractor. 

  Cosmetic solutions, as he is suggesting, "skimming" or "stamped", are done with no warranty.

  We are not a stamped concrete contractor.

  We are not a concrete "skim coat' contractor. 

  The solution we provide is a permanent solution with a 15 year warranty requiring the concrete to be "sufficient".  This cannot be discovered until the old surface was removed.

  The solution he is requesting can be done by a contractor skilled in that process.  He needs to contact one of them and hire them.  

  We refunded his deposit and wish him luck with whatever choice he makes moving forward.  *********** we provide is currently not a solution for his project.

   

   

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Galaxy Concrete Coatings response again is unclear and does not address any of the comments addressed in the complaint or the commentary that followed.  It is unclear whether the Galaxy Coating Concrete representative who is responsible for addressing the complaint against Galaxy Concrete Coating has read the complaint brought before them or at a minimum, lacks an understanding of the issues presented. 
  Prior to Galaxy Concrete Coating arriving at the house on November 2nd, there were no structural issues with the concrete around the pool except for a few cracks, which is to be expected, and some loose concrete between the edge of the pool and the skimmer (very small section,3 x 8.)  Sections of the concrete did have paint but there were other sections of the concrete in which the paint had worn off over time as this paint had been applied ten plus years ago.  Pictures were taken illustrating this the day the installers arrived to begin the project showing a large section which was uncoated which would have been ideal to test to determine whether the coating Galaxy Concrete Coating intended to apply would adhere to the concrete.  To my knowledge, no such test was performed nor were there any issues brought to my attention before or during Galaxy Concrete Coating grinding process.  In addition, prior to Galaxy Concrete Coating arriving November 2nd,the concrete had a broom finish which provided texture.  This texture served a purpose so as to when the concrete was splattered with water, given this concrete is around a pool, there was grip to prevent anyone from slipping and/or falling.
  There are three issues in which this complaint is desiring to be addressed.
  A patch was applied by Galaxy Concrete Coating which is approximately eight inches wide and three feet long.  The process was for the installers to grind this patch down.Instead, the installers left the patch which is unsightly and no further mention of it has been made in any communications between us and Galaxy Concrete Coating.  A picture of the patch was provided in the initial complaint.
  There were two sections of the concrete in which the machine used to grind the concrete tore apart the concrete leaving a large ***** in the concrete and another section in which the control joint was significantly diminished, altering the concrete.  Again, there are before and after pictures to illustrate the damage that was done by the installers of Galaxy Concrete Coating.Again, as with point number one, no mention of this has been addressed by Galaxy Concrete Coating in response to this complaint.
  The most significant issue that resulted from Galaxy Concrete Coating performing work at the house on November 2nd is that the broom finish (texture) that existed prior to Galaxy Concrete Coating arriving was removed after grinding the top layer of concrete off the patio.  Their process not only removed paint in sections, not in total, but also removed the broom finish leaving large sections of the pool extremely smooth so that now when the pool deck gets wet, a significant slip/fall liability has been created.
  This complaint was submitted in order to have Galaxy Concrete Coating restore the concrete to its original condition before they initiated the grinding process of the patio.  At no time was it communicated to us that in the event Galaxy Concrete Coating would grind 95% of a concrete patio, a determination would be made at that point as to whether their coating could be applied.  And if they made the determination it cant be applied, they walk away leaving patches, damaged concrete, and an altered concrete surface that now could be dangerous when wet given the susceptibility to slips and/or falls.  The question also remains, why didnt they test the section of concrete in which no paint existed.  Or at a minimum, grind a small section of the concrete, test it, and make a determination at that point as to whether to move forward with the grinding process.  None of this was done.  The latter point, the project manager during a final meeting indicated that testing a sample section was protocol.  Again, nothing was ever mentioned as to any possible issues until 95% of the patio had been ground and the surface concrete altered.  This is the complaint being submitted against Galaxy Coating Concrete in which we would like these issues addressed rather than Galaxy Coating Concrete dismissing their errors / negligence and responding in a way that doesnt address any of the issues presented. 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 11/22/2022

  Our response has never altered. Our communication has been constant and consistent. The disagreement is you want us to solve the problem with a service we do not provide. If you want the patch ground, it will be smooth as that is what grinding does. We can do that or whomever you hire to cosmetically enhance the concrete can.  Again, this will be a temporary solution as your concrete is too soft. You need new concrete.  This was not known until the existing layer which was removed.  The existing layer was not cosmetically pleasing which is why we were hired.  Removing that layer did nothing to further soften your concrete it merely made it smooth. We refunded your deposit and you have the same situation as before - concrete that either needs replaced or cosmetically enhanced. Our grinding did not DAMAGE the concrete it simply revealed the damage underneath the layer that was spottily covering it up. That process of removing makes the concrete smooth for the next step. 

  You want the concrete to have a cosmetic broom finish, you need to hire a contractor skilled in that trade. That is not our area of expertise. The three options have been discussed: Skim, stamp or replace. Again, we cannot help you with any of those. We refunded your deposit and now you need to move forward with a viable option.

  If you want the patched area ground smooth, we can do that. We will do it at no charge. Other than that, Galaxy cannot provide a solution that is suitable for your patio nor did we do any damage. We removed an existing unsightly covering revealing soft concrete unfit for our process. That removal would have been a charge for whomever you choose to assist you moving forward.  We did it for free.

  It is unfortunate that your concrete is not suitable.  We incurred the loss with that discovery.  You must choose a different option.  Those same options were available prior to us. The skim or stamp will now be more affordable because of the "prep" of smoothing the surface.  New concrete will be the same investment as prior to our discovery.  You have no loss in the discovery of the poor condition of  you concrete.  It was admittedly unsightly before and in need of something and it still is. 

  Again, we are willing to grind the patch "smooth" at no charge.  Outside of that there is nothing more that we can do.  

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Galaxy Concrete has not provided any resolution or remedy that would suffice.  It has taken multiple responses bantering back and forth for them to even acknowledge the patch in which they did not grind down.  Unfortunately, I do not believe they have an understanding of the underlying issues at hand and will probably require mediation via a third party to provide an equitable remedy/solution for all parties involved.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/26/2022

  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 have two letters attached that I have sent the warranty department for Galaxy. After the first letter they reached out to me and sent Galaxy back out to assess but no resolved occurred. Then the concrete cracked and I messaged both the pentek warranty contact and the galaxy contact. The galaxy contact had me send photos and came out and assessed the area said he needed to look at office documents and would contact me with a plan to repair asap. That was on 9/16/22. I had not heard from anyone and reached out on 9/21/22 with no response. I sent the second letter on 10/3/22 and as of 10/26/22 no one has contacted me. At this point we would like the crack repaired. There does not seem to be a solution for the slipping and I can only think some type of refund is warranted, as we have not received the product features that are marketed or warranty.

  Business Response

  Date: 11/08/2022

  We have scheduled a service call to repair the cracks.  I have attached the warranty.  Cracking is not covered under the warranty.  We will do the repair for an agreed upon fee.  ********** our production manager, has reviewed this with the client. 
  With regards to the slippage, we and the manufacturer have reviewed this with the client. The coating includes an abrasive to reduce slippage.  It is slip resistant not anti-slip.  Her child running across a wet surface with wet feet is when this first occurred.  We offered to remove the top coat and apply a commercial grade abrasive.  She did not feel it would help.  The mats were a suggestion, not an offer for us to provide.  I worked as a lifeguard in high school.  Fortunately I never had to rescue anyone from the pool.  I did, however, blow my whistle hundreds of times that summer to tell everyone "no running" around the pool. 

  Customer Answer

  Date: 11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  First, when ***** came to consult on the product he told us that the coating is flexible and would solve our concrete cracks problems. ***** said concrete gets water and expands and contracts with temperature changes and the coating is flexible and how protects concrete cracking. It is not doing that. 

  Also they (Galaxy - ********** noted the suggested professional grade additional top coat (Gator bite)  was slicker in sample board than our initial top coat (shark bite). Why would we pick to go with something slicker? Galaxy has no solution. My child was not running with wet feet when she fell. She had been walking in dry grass and stepped on to the coating and fell badly as her leg slipped as soon as it came in contact with the water on coating  Each one of us have slipped when walking by the hot tub just from dew. My first question to ***** when had out for consult was using product around pool. I noted how my garage floor is slick when wet. He said they had done pools and the manufacturers vendors had done many in other states and was very safe around pool. And that this was polyaspartic and not expoxy like in garages. 

  
  

  This is the worst customer service and misrespresented marketing of a product we have ever spent thousand of dollars on. 

  Christian did say initially he would ask penteak about covering the rubber mats. Since my first report they have agreed to come out and do repair and clarified their position on the rubber mats. 

  I have expressed many concerns from pushing back our job after deposit made and doing work in less than ideal weather settings. 

  Christians last response to me was that he would take my concerns to company and call me back prior to fixing concrete. Additionally they only way they cannot determine if the crack is something covered or from substrate failure is to grind off the product. Then I am backed into a corner as of course you wont leave pool deck looking that way and I had to ask if a cost..they werent even going to offer. 

  We have since found another crack. This product didnt even last a year. 

  The only resolve at this point is to refund me $6,000- for repairs, future repairs that they seem to now suggest will occur, and to cover buying rubber mats. 

  
  Regards,
  
  *******************************
  

  Business Response

  Date: 11/14/2022

  The slipping issues examples are all bare feet. We have reviewed the need to be cautious in this instance.  We do not "warrant" nor claim non slip surfaces. We have lab tested videos from the manufacturer exemplify the coating is slip resistant. See video attached of tennis shoes on a completely wet surface of our product - video file is too large to send through this portal. Is there an alternative?

  
  We can service the cracked concrete for a fee. We had mutually agreed the fee was $250 per slab as again, it is not warranted.  Cracking of concrete occurs when ore substrate it is poured over fails to properly support it. We fill the cracks and apply our flexible coating over the top. This is a remedy only if the concrete is no longer settling. They have had another contractor prior to our arrival "pump"  their slab up as it was settling.  Clearly that process failed to remedy the issue as the slab has continued to settle and crack. 

  
  We do not feel any refund is merited as we have provided exactly what was agreed upon in our original agreement. 

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The pump of slab was years ago and fixed the problem we had in one area. The pump was also done years prior to their company coming out to assess our concrete and determine our concrete appropriate for their product and determine price to quote. ***** sold us with our product is flexible and will address the past cracks and not have new cracks every year. Their website shows a 5 year warranty on their repair system along with the 20 year warranty on the coating. We have not even had the product applied for a year and it is not performing. We have 2 new cracks with the first freeze of the season, which are in areas that the repair material was applied and that was told to me by ********* to be covered. The caveat was they may need to sand down to determine if filler in the area or a substrate failure because ********* reported he was unable to find the documents of where filler was applied. There was no agreement on price for repair. I had to ask what happens if they determine its a substrate failure. I then had to ask would there be cost billed to us. In documenting out their verbal word being different than their response, their lack of communication, not completing work timely we have no faith in them subjectively looking at any failure of their product. The company has again pushed back completing services and now wants to do further work in inclement/not appropriate weather. We had more cracks that had to appeared after cycling through a winter after they grinder down the concrete and did not complete the work before moving on to other customers. This seems to impact the substrate integrity. If they will not take any action to make this right and acknowledge their failure of service I guess we take this to the attorney general. 
  Regards,
  
  *******************************
  Regards,
  ****************************;

  Business Response

  Date: 11/17/2022

  We don't understand the confusion

  We have a 15 year material warranty and five year labor that does not include cracking. We have shared a written copy on this portal. The client has their copy as well.  We emailed one in case they had somehow misplaced the original.

  We have offered to repair the cracks. ********* has quoted to them a fee of $250 per pad. We can work in weather above 30 degrees.  If the client wishes, they can schedule the work to be done in the Spring.  

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ********* stated to me that cracks are covered if mender was applied. It is my understanding galaxy cannot find notes on if mender was applied in initial crack. I do not need, nor did I request another copy of the warranty, as I have all notes and the initially late sent warranty. We now have 2 additional cracks. These havent been evaluated but it seems we were lied to about the process to determine if mender use. We were told they may have to grind area to determine reason for crack. I was never told that if deemed substrate failure it would cost $250 per pad until I pressed for outcome of each potential situation. Which is a misleading way to do business. Lets grind off the product then blame anything but a warranty cause and bill the customer or leave them with grinded down unusable concrete. We feel galaxys default is to state crack not covered without appropriate evaluation or notes on where mender was applied. We now have 3 cracks and the product has not been down  for more than 7 months. Additionally, ***** sold us on the coating fixing our previous cracked concrete stating it is flexible and does not crack. I feel that continued offers to work our job in less than ideal weather has lead to failure of the product. Galaxy sanded/grinded our concrete down twice then let it set over winter because of poor scheduling and pushing our job back to complete customers work who signed contract and paid deposits after us. We cannot open our pool cover in under 40degree weather nor are we willing to allow galaxy to grind and apply flake in windy conditions with our pool closed for winter as there is no way to clean the debris. Again had our service been completed timely we could have addressed then in September or October when the weather was appropriate. 
  Regards,
  
  *******************************