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:08/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August of 2018, we made 1/2 payment to resurface concrete around our pool & were told that the product and application came with a lifetime warranty. In June 21, 2019, we paid the final 1/2 amount due as project was completed (Ck#1206). Within the first month after completion, a large piece of the concrete broke off. Owner/Operator said he would come & fix it before winter; he did not repair the break that year. On January 18, 2020, I contacted Owner to find out when he would be out to fix the concrete. He advised me to power wash the concrete in the spring & he would come do repairs. Large portions of the product flaked off during power washing. Owner came by to inspect the concrete & said he would return to make the repairs early on a Sunday morning & that he probably should have used a "stronger mix." In September 2020, the repairs still had not been completed & in a response to my inquiry he asked, "Do you have homeowners insurance?". Our insurance agent said that the repair of product flaking off our deck would be less than our deductible & that it was not covered by our policy. I relayed this information to Owner & his reply was, "Can I speak with her?". I provided him with the contact information on September 19, 2020. Between September 2020 & June 2024, Owner made one stain application to the areas where the product he applied had chipped away, but the chipped areas were still visible. Also during this time period, we filed a BBB complaint that we closed when he promised to fix the concrete. Prior to closing this complaint, Owner had stated that BBB advised him to file a lien against me since he told BBB that we owed him money. ALL INVOICES HE SUBMITTED HAVE BEEN PAID (including "Final Invoice" dated July 3, 2019). In June of 2024, he came & used a grinder on some flaked areas & applied stain. Areas of deck began flaking off that same week and continue to do so. Owner has been contacted, but refuses to provide the deck he was contracted to complete.

  Customer Answer

  Date: 08/20/2024

  Custom Coating Owner's claims that there is an outstanding invoice is false. I have provided a copy of the invoice designated as being the "Final invoice due" which he sent by email after the desired color was applied over the first disliked stain to the front and side porch steps he referenced. Also attached is the duplicate of the check used to pay that final invoice.

  Customer Answer

  Date: 08/26/2024

  Because of the BBB contact regarding my complaint, Troy T***** (owner/operator) of Custom Coatings sent me an email in reply to a previous one I sent him in June 2024 . I copied and then pasted the content of his email which you will see below:
  
  "Talked w attorney 3 yrs ago about how u can't control your wife, she laughed  and said usually a ref has a little bigger balls and will go to a meeting at Troy s office to discuss his wife's unrealistic expectations and how she has amnesia and does not pay her concrete coatings pool deck contractor in full for  redoing colors on the front porches that she doesn't approve of and. Then not paying the bill, the nice logical attorney recommended suing you back then in small claims court, let the judge decide the insanity and the it is over, love u big  **** *****************************"
  
  Every invoice that was received for work contracted with Custom Coatings was paid in full with the "Final Invoice" (as designated by Custom Coatings) being paid AFTER the porches he referenced were completed to our specifications with the desired color. This final invoice and the duplicate check that paid it were added as attachments to my BBB complaint after receiving the above email. When Mr. T***** redid the porches, he stated there would be no extra expense as he wanted to please his customers and expected to make money from referrals from the job he was doing for us. That is one of the reasons we have continued to hope he would provide the pool deck he was contracted to install. Also, Mr. T***** attempted to remove our new pool cover just before winter of 2023 to resurface the deck, however, weather did not allow him to resurface it. As a result of his loosening the pool cover and leaving it loose, it began to sink into the pool and an extremely large quantity of leaves entered the pool which resulted in us having to spend 20 hours removing them from the pool in the spring. Mr. T***** was told that the cost per Pool Side (the company that cleaned and closed the pool) was $100 an hour to remove the leaves. Mr. T***** said he would remove them himself in the spring which he never did. The cost of this would have been $2000 had we contracted it out but we did it ourselves. This amount should offset any extra charges Mr. T***** falsely claims that we owe him. We have been more than patient and have believed his promises of making things right. Now Mr. T***** is retaliating and trying to intimidate us with personal insults and monetary threats as evidenced in his above quoted email.

• Initial Complaint

  Date:08/17/2022

  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.

  My wife and I were introduced to Custom Coatings at a home/cottage show in *************. We took a brochure and eventually called the business to get an estimate for our garage floor. ********************* came out to our home in May, told us the price would be $3000 with half down. I paid him $1500 by check. He said he could do the job in June, but that we had to clear everything from the garage floor. We did that, had all our tools and stuff outside under tarps waiting his return. He showed up one day in June, we had visitors staying in the room over the garage, so we asked if he could come back. **** said that would be no problem as he has many jobs out our way. We waited until July for him to come back and do this job and finally told him to simply return our $1500 deposit. He said that it is not that simple as he has certain costs he incurred relative to our job, citing, e.g., the cost of the materials, his time, etc. It became clear that he was going to arbitrarily deduct something from our deposit. So he took $200.We got a check from him on August 17 for $1300. He simply kept $200 of our funds without any rationale. There was never any written contract, invoice or anything in writing - just a series of rather inane text messages. This guy needs to be told he cannot take other peoples money and he needs to send me a check for $200.

  Business Response

  Date: 09/09/2022

  In response to the retired Judge *********************** complaint against *********************/Custom Coatings. 
  

  
  

  Facts of the situation:

  -**** met **** at the Grand *************** home show.

  -**** contacted **** about an epoxy garage floor coating.

  -**** emailed **** a  proposal on May 9, 2022 after discussing all particulars, including the cost, process, and week of installation.
  

  -**** accepted the proposal via email and mailed half down per the terms of the proposal.

  -**** drove one hour to ****'s house to start the three day installation process as scheduled.

  -**** arrived and was told by **** that he was not ready because his renter was still living above the garage, and that the smell from the epoxy floor would not be good. Please note that **** made no contact prior to Custom Coatings arriving to inform Custom Coatings that **** was not prepared for the job to start.
  

  -**** asked, "Can I reschedule?" **** said, "Yes, however you will have to get back on the schedule, and wait like all my other customers that have been waiting to have their projects completed."
  

  -**** was reminded that ***** July, and August are the busiest months and that he would have to wait, as his job needed to be rescheduled due to him not being prepared for when his job was originally scheduled to be completed.

  -Within a couple of ******************* started calling, texting, emailing that he wanted his floor installed "NOW" on his terms and schedule. He informed Custom Coatings that he was a judge and was attempting to use his authority to dictate that other customers that have already been on the schedule, who didn't cancel when Custom Coatings arrived to have their project completed, should have to wait and that he shouldn't have to wait.

  -**** finally told **** that you have two options; 1) wait your turn, or 2) I will deduct my time and the restocking fee for the materials that were purchased for your job and refund you the rest of the money.

  -**** originally said he would wait, but then became angry when his schedule was not met.

  -**** called **** and asked him to meet him at 4Front ************ in ************* to receive a check for $1300. **** agreed to this option and to meeting **** at 4Front ************ for his refund.
  

  -**** met **** at 4Front, but now **** demanded $1500. **** told **** that it was not HIS problem that on the scheduled day for the floor to be installed, which **** showed up to install, that he was not prepared and ready for the installation process to start.

  -**** demanded his $1500 back, because deducting $200 for Custom Coatings time and the restocking fee for the materials was not his responsibility. **** reminded **** that you are "just a contractor" and I am a "retired Judge."
  

  -Once again, **** wanted to change the terms that he agreed on. **** explained to **** that this is not negotiable and that he is lucky that it is not more than $200 that is being deducted. **** used the example of a plumber coming to your home to provide a service and that their fee just to show up is at minimum $150. **** then said he would be willing to receive a $1400 refund, but would not accept $1300. **** explained that this is not negotiable and reminded **** that he already agreed to the $1300. **** became upset and left.

  -**** contacted **** via text a couple of days later and informed **** that he would be receiving a certified cashier's check in the mail for $1300, which **** has already received from ****.

  
  

  *********************/Custom Coatings had attempted to complete this job, however, it was not ready when Custom Coatings arrived at the job site for when it was scheduled. Unfortunately, **** did not even attempt to contact *********************/Custom Coatings to inform him that he was not ready for the installation process, and made **** drive one hour to his home to inform **** at that time that he was not ready for his project to be completed. *********************/Custom Coatings did attempt to reschedule ****'s job, but **** thought he should have priority over every other customer, and that other customers should have their job rescheduled to accommodate ****'s schedule. **** provided **** with options. **** agreed to having the deductions taken from his refund for ****'s time and for the restocking fee of the materials. So once again, I took time from my day to meet **** at 4Front to provide him with his refund that he agreed upon. However, at that time, he changed his mind and demanded a full refund and informed me that he was not responsible for my time or for paying the restocking fee for the materials. **** reminded me, that "I am just a contractor and he is a judge." **** needs to learn how to respect and value other people. Everyone's time is important, not just his.

  
  

  Sincerely,

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

  Custom Coatings
  

  ************** | onlinecustomcoatings.com

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17731584
  
  I am rejecting this response because: **************** has misrepresented the facts and has made no effort  whatsoever to resolve this complaint. It would also appear that **************** needs some professional help which is beyond the scope of what the Better Business Bureau can offer.
  
  Sincerely,
  
  *************************