Complaints

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• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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.

  John K (JK) Eareckson Flooring refinished my Kitchen Floors. They were also contracted to resand my patio
  (8 x 12 Ft.). I had requested Polymeric sand. W. M***** indicated he would consult w/his "guy" to see about polymeric vs. regular sand. No decision was made prior to date of project (8/05). When men arrived, I asked about polymeric. I had some available as I had done a test myself. Worker indicated polymeric would "work great". Job was performed. That evening, severe storm occurred within 6-7 hours of install. Polymeric sand container indicates that there must be a minimum of 24 hours up to 72 hours to set properly. This did not occur and could have been prevented. The patio has gaps around the pavers. For each individual paver (hexagon shape), there tended to be a pattern of 3 sides being non-permanent (able to stick in a toothpick) and the remaining sides either with gaps or possible 1-2 more permanent sides. Every time it rains now, non-permanent polymeric keeps bubbling up leaving the patio very sandy and gritty requiring frequent sweeping. I contacted Wayne M***** on 8/15/22 about concerns. Mr. M***** claimed that the problem was an "Act of God" and that they could not be held responsible. I challenged this given the severity of the storms predicted and called in advance. (********) I have documented link for that news report. Mr. M***** then indicated that he checked the weather on the Tues. before and there was no concern for the rain. He conceded that he did not check the weather again before the Fri. job. At one point, he made the statement, " I can't do everything with my wife being sick". Mr. M*****'s wife was reportedly undergoing treatment for cancer. He offered to rework job for additional $120. I agreed. However, all that was done was sprinkling of additional sand. This only made matters worse. We have not been able to resolve with my additional attempts at contacting him and certified letter returned.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 7, 2022/12/12) */
  There was a rainstorm several hours after we completed the customer's job on August 5th. She paid us for the job on August 8th after the storm and did not advise us until August 15th about the issue to her patio. According to our company's terms and conditions any disputes must be made within 48 hours of the completion of the job. The customer did not advise us for 10 days after the job was completed. I am sending a copy of our terms and conditions as well.
  
  We cannot control the weather conditions.
  
  She says in her complaint the container indicates that there must be a minimum of 24 hours up to 72 hours to set properly. In her email to us she states, On the container (which I still have) it clearly states needing to have at least 12 hours dry.
  
  We did return to the customers house to try and repair her patio. We agreed on a cost of $120.00. She did not pay the additional amount. She has only paid the original amount on her contract.