Complaints

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• Initial Complaint

  Date:04/29/2025

  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 hired this company to do an epoxy floor at my lake house. The owner never measured the area to be done. He took our measurements for the quote. It was 300 sq ft. He only finished 210 sq. ft. I contacted the company that he got the material and a gentleman that had taken the order said it was ample product to do the job!
  However the owner said he ran out of product and didn't finish a bedroom that is 100 sq ft. I am trying to retrieve the money I paid him for that area he did not do! He refuses to come back and wants $775 to complete the job. He quoted me $2100 for 300x$ for the complete area per a contract. I feel I paid him $700 dollars too much. He won't answer my phone calls or my text messages! I appreciate any help!

  Business Response

  Date: 04/29/2025

  Epoxy Prodigy was hired to install an epoxy floor at the customer’s property based on the square footage the customer provided, which was estimated at 300 sq. ft. All of the material ordered for the job was used. Due to the condition of the concrete—specifically cracks and porosity—more material was absorbed than expected, which is a common factor in epoxy flooring and not within the contractor’s control.
  
  
  When we informed the customer we had run out of product, we offered to complete the remaining areas (including under the stairs and a bedroom) for an additional $975. This was communicated clearly, and the customer accepted that quote prior to the service day. However, upon arrival, the customer raised new concerns about potential moisture issues.
  
  
  We advised that in order to properly address moisture, a Moisture Vapor Barrier (MVB) would need to be installed, which was offered before the project began. The MVB was never approved by the customer, and on the day of installation, her husband—who was present—declined the MVB again. As a result, the original installation was completed based on the agreed scope and conditions.
  
  
  After the installation, the customer was advised that due to the moisture issues, the only proper solution would be to remove the existing floor, install an MVB, and reapply the epoxy system. That solution—including the remaining areas—was quoted at $3,975, which was declined by the customer.
  
  
  We acted in good faith, completed the work with all material purchased for the job, and offered a professional solution to resolve the issue. Our signed contract includes a mediation clause for dispute resolution, which the customer has not pursued.
  
  
  We remain open to resolution through the proper channels but stand by the work completed and the options provided.
  
  
  

  Customer Answer

  Date: 05/05/2025

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

  First of all, the contractor, ********* ******, never came to measure the job. He took OUR measurements which are right at 300 sq. ft. After it came up that he ran out of product, he said to me on the phone that he should've VERIFIED the measurements! Not professional at all. So I contacted ***** at *************** to get his opinion on the amount of product he purchased would do the job and he said it was ample to do 300 sq.ft. 

   Secondly, what he did do is NOT a professional job. I sent pictures to another company and he said it's the worst they've ever seen. I have a text to prove it. He ruined all the baseboards because he didn't wipe it off before it dried! The same guy told me to include the cost of all new baseboards!

  Also, I told *****tian that I definitely wanted a vapor barrier put down and he quoted a price of $900 extra. I told him no problem! Then the day he came to do the floor he talked my husband out of the vapor barrier because he *********** didn't think it needed it. Therefore, there are spots where water came up from the ground and left sunken spots that can't be fixed. Then he quoted a price of $3795 to redo the entire floor. This guy is a scam artist! Take your money and run!

  He owes me $7x100=$700.00 plus $300 for baseboard. 

  Thirdly, he was very high pressure when I told him ok to do the floors! He wanted half upfront and the rest when he was done! I told him I would send the money after I read the contract and signed it. He wanted the money in like 4 hrs and I told him in a text message that I hadn't had time to even read the contract. He said he couldn't schedule me until I did! And the water was up like 15' above summer pool! I told him I didn't know when the water would be down enough to get to our house! He said that there's a $1000 fee to reschedule! $1000!!! Really???

  There were so many red flags that I wish I had seen!

  Anyway bottom line is I want $1000 to settle with him! It's in the contract that they would clean up and get buyers approval before leaving the job. That did NOT HAPPEN!!! It's a mess! I have plenty of photos if needed. If I go to small claims court I will sue for the full amount of $2100. He did us wrong! He also got epoxy on the carpet going upstairs. 

  He didn't put up plastic to keep dust out of the other areas which dust was all upstairs! It took two days for me and my husband to clean it up!!! It's still not done!

  
  

  He didn't act in good faith! There are so many lies in his response! He gave me 3 referrals to call which I did. I took steps to hire this man by checking his referrals. He is not a good businessman! I would NEVER GIVE HIM A REFERRAL!!!

  I pray he sees the right thing to do! 

  
  

   

   

   

   

   

   

   

   

   

   

   

   

   

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  ** ****

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to ***** ****** complaint. We reject her claims as inaccurate and misleading. The customer provided her own measurements, estimating 300 sq. ft., and we relied on those numbers in good faith when quoting and purchasing material. Once on-site, we encountered deep cracks and heavy absorption in the concrete, leading to higher-than-expected product usage—common in epoxy flooring. After informing her that we had run out of product, we quoted $975 to complete the remaining area, including a bedroom and space under the stairs. She accepted this quote. However, when we were scheduled to return, she discovered signs of moisture and changed her position, demanding we complete the rest at no charge. Prior to installation, a moisture vapor barrier (MVB) was discussed and quoted at $900. While the customer claims she agreed to it, her husband—who was the only person present at installation—declined it after we reviewed the condition of the floor. The current moisture issues are exactly why the MVB was recommended. At no time during or immediately after the job were concerns about baseboards, carpet, or dust brought to our attention. No photos or complaints were submitted until much later. Had concerns been raised at the time, we would have been willing to return and evaluate them. The $1,000 rescheduling fee was never charged and only mentioned due to repeated delays and uncertainty caused by lake flooding. Our deposit and payment terms were communicated clearly and are standard in our industry. We believe this complaint is an attempt to avoid responsibility after declining both our professional recommendation and our offer to finish the job. We acted professionally, communicated throughout, and fulfilled the work agreed upon.
  
  
  
  

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: The $1000 re- schedule fee was not part of this complaint. He said they normally charge that but due to lake flooding it was not even considered!

  He, as the owner, never even suggested to come measure my area. He suggested to send the measurements and some pics of the area. Which I did send! That should've been something he did!

  I'm not the professional! He ordered what he ordered! Not our fault he ran out of product! If he would've come to check out the space he may have decided he needed more product!!! I spoke to the company he ordered from and they said it should've been ample for the job! Again his fault. 
  

  When I called to ask about the mess he did he refused to come that day to check out the mess!  Then he started talking about how much it would be to finish the job! I told him I wouldn't let him back in my house and I was not happy with the floor at all! He said he was sorry to hear that!

  And I told him I wanted the vapor barrier for sure because we do get moisture in the basement! It went in one ear and out the other. He could see the cracks in the floors and a professional would know it needed a vapor barrier! He was in a hurry to get in and out! He took my money and ran! I will see him in court!!!
  
  
  
  Sincerely,
  
  
  
  Karen Rush

  Business Response

  Date: 05/20/2025

  We reject this complaint again. The customer continues to change her story and make false accusations. She now admits the $1,000 rescheduling fee wasn’t charged, which contradicts her original complaint where she claimed we “threatened” her with it. That alone discredits her statement.
  
  
  She provided the 300 sq. ft. measurement voluntarily. At no point did she request an in-person measurement, nor did we suggest one was required. We quoted the job based on what she submitted — a standard process in the industry. She can’t now shift blame for product use due to inaccurate measurements or the highly absorbent, cracked concrete that consumed more product than expected — which is exactly why we recommended a moisture vapor barrier (MVB).
  
  
  She now claims she “for sure” wanted the MVB, yet her husband, who was the only one present at the property, declined it on the day of installation after we reviewed the floor conditions. She claims we were “in a hurry to get in and out,” yet she wasn’t even present during the install. In fact, her husband left once grinding was complete — no one was there when we finished the work.
  
  
  She also claims we refused to come assess the job after she later raised issues — but she revoked access to the property and became hostile, while simultaneously demanding we return and finish for free. You cannot tell a contractor to stay away and then complain they didn’t return.
  
  
  We documented communication, offered a $975 solution to complete the job, and received no complaints at the time of install. This is not a legitimate complaint — it’s an attempt to discredit our work and avoid paying for additional labor she originally accepted. We stand by our work and will respond to further action through proper legal channels.
  
  

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  All of this is an attempt to not stand behind the work! I insisted on a vapor barrier and *****tian is avoiding responsibility for not following up with me! We live in Louisville, 11/2 hours away and I could not be present due to other appt. He called day of and said he could come that day and   do the job by himself. 1st mistake!

  I never said 1 thing about him charging to reschedule. He offered to do that due to not being able to access our road due to high water!

  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 05/20/2025

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

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID *********, , I agree to participate in BBB Mediation.

  
  

  Regards,

  
  

  ***** ****