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:08/14/2023

  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 June 2023 I contacted Epoxy Floor Hero by online form. Within minutes I received a call from owner ***** ********. I told him we had a basement studio/art room that needed either a polished concrete floor or epoxy floor. He explained that polished concrete was not a good option because of the need for ongoing maintenance. I asked what the cost would be for about 170 sq. ft of epoxy and he said they had a minimum charge of $2k and then told me he had bought the other epoxy floor companies in the area. We eventually met with ***** and agreed to move forward out of need and no other options. He took a check for half on June 22 and started the work on July 11. The floor was finished the next day and we paid the remainder. When I was able to walk on the floor the following day I immediately saw that the work was shoddy and he had not cleaned up. The floor is not even, leaving the appearance of wet puddles on the floor. The application of the flakes is uneven, there are epoxy and flakes stuck on baseboards and on adjacent flooring. In addition, he left plastic taped on the walls and cubbies, and didn’t clean up flakes and his general mess. He left his trash for us to dispose of. Ia spent 45 minutes cleaning up after him. I contacted him immediately and said I was unhappy with how the floor looked and the mess on the baseboards and adjacent floors. He agreed to come back and sand the floor and apply another coat of epoxy. He has failed to do that and hasn’t returned calls, texts or emails for three weeks. He is active on social media so there’s no excuse. I gave him a deadline to respond and I haven’t heard anything from him. We now must pay to have the floor fixed after paying him a premium to install it.

  Business Response

  Date: 08/14/2023

  We reached out when the client complained about the top coat finish not being a matte finish, before providing our services the customer didn’t mention that this was something that they wanted.. We don’t have a problem repairing the top coat, but there will be an additional cost associated with this. When we let the customer know there would be an additional charge they declined to pay more. 
  
  please review the contract that was signed; 
  
  It is understood that the work to be performed is highly custom and artistic. General contractor, home builder, or property owner agrees not to dispute small color variations or anomalous areas of inconsistency with the final finish if such areas are not prominently visible to the casual observer. If the final finish has look and feel that is reasonably consistent with approved samples or photos, the final look or finish surface is not disputable. Verbal understandings and agreement with representatives shall not be binding unless set forth herein.
  
  
  Changes to work:  Modification or addition to work covered by this proposal will only be made upon a written change order signed by the General Contractor, home builder, or property owner. This includes, but is not limited to 1) alterations in design, including color choice; 2) changes or corrections to project drawings or specifications; 3) unforeseen work made necessary by poor workmanship or error of other contractors; 4) added work due to subsurface or other unknown physical conditions differing from those indicated in this proposal and/or applicable estimate. Change orders will reflect appropriate adjustments in cost and time of project and become part of the original agreement.