Complaints

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• Initial Complaint

  Date:09/24/2023

  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.

  In May 2021, we signed the proposal for work to have Concrete Surface and Design owned by **** H******* to clean and re seal our pool patio concrete. We provided a deposit for work of $975 at that time of contract. The project was started and completed on May 13, 2022-per check attached for $1015. Job started and completed in one day on May 13, 2022. I texted messaged **** on June 21, 2023 that after we opened our pool and pressured washed the patio (as we did every year on his first seal job 7 years prior--it never pealed) and the stain/seal is coming off. I repeatedly text **** and made phone call, which he never replied.
  Then I filed a review with Google and BBB. Only then did he reply to me but his reply was to email him. So I emailed him-see attached. He stated that his son applied product "per specs"-- I have no knowledge of specs nor if his son followed specs. Clearly there was not two coats applied (which he stated in his email would have lasted longer. His son applied one coat since he was was only here for maybe 4 hours. We had removed everything on the patio for them so he didn't have to do that work. So he pressure washed and applied one coat. The stain/sealer even came off under the cover porch where it was never exposed to weather.
  This sealer didn't even last a year which cost us a grand total of $1990. Our patio looks horrible. We are a repeat customer who also recommended him to other neighbors due to the quality of his first job for us. This time has been the complete opposite. I have repeatedly asked him for the patio to be resealed or refund our money so we can get this fixed.

  Business Response

  Date: 09/28/2023

  *****

  When re-sealing a surface I can not warrant how long a sealer will wear or last as there are many variables. An exterior wearable acrylic sealer lifespan is usually 1-3 years. Even though can pressure wash, frequency and technique can affect longevity. The first time appears to last longer that has a color/pigment in it. Even though the sealer has worn the pigment and stain /color is still in the concrete. You mentioned is was applied to thin. One does not want to apply a thick coat.  Also, mentioned my son a couple of times. He has not had any correspondence in regards to this.  This was applied per manufacture recommendations and coverage rate. I was there performing the application. Also, the contract that was signed was specified for one coat.

   

  ****

  Business Response

  Date: 11/21/2023

  In response to a sloppy application. This was not a sloppy application. This would also been evident at time of completion.  The scope of work in the contract of work to be performed was full filled. I was paid in full after job was complete. After about a year after application you had an inquiry to what product and where to get so some as to you were wanting to do some touch up. I gave you that information. I also, offered some money to be applied to getting some more product.

  Sorry,  this did not meet your acceptance. 

   

  Customer Answer

  Date: 12/13/2023

  Here is the contract.

  Check was given to them on May 2022