Complaints

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• Initial Complaint

  Date:08/16/2022

  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.

  Project began as early as Jan/Feb of this year, and we paid half of the money in early April (check posted 4/8/22 )
  Joel came to the house, confirmed with my husband and our contractor that asphalt millings could be used for the deck prep (pool deck) to apply his surfacing. There was no further communication until he scheduled us for install, with the understanding that we were doing the prep work with our contractor. Joel and crew showed up for the job May 9 (?) and declared that he could not work with the surface. He never came to check on it and never asked for pics. I sent him a pic the day or so before because he was questioning the prep at that late date.
  There was no remorse or understanding on his part to meet us half way or rectify the situation. Our contractor removed the millings at no charge. We would have liked to have all but the initial $1,000 refunded due to the misunderstanding, but Joel charged us for bringing his crew to GA from NC and the product he had ordered. As a business owner I understand his financial loss. However, he has lost much more than that. Communication is wonderful tool when used. Goodwill creates good business.

  Business Response

  Date: 08/17/2022

  Here is my reply to them by certified return receipt mail dated June 30, 2022
  
  
  Dear Mr. *******,

  
  Thank you for your recent letter requesting a further refund of your deposit. 

  
  In your letter you stated that your request is based on some facts that you outline in your letter. I would like to present further facts that hopefully will help you understand my position. 

  
  It is correct, our rubber surface can go over asphalt millings. This was not the issue. There were two issues with the millings that prevented us from installing our rubber surface. 

  
  First, the millings were not compacted. The millings were in a loose gravel state. We had made clear that the millings needed to be compacted into a hard surface to be able to install our rubber over it. When I received your message with the picture stating that all was ready to go I immediately contacted Wendell your contractor whom you instructed me to communicate with. He assured me in no uncertain terms that the millings were compacted to a hard surface. I specifically asked him a few times to confirm this was the case. Had he informed me of the true condition of the millings, I would not have brought the crew to install the rubber. 

  
  Second, as you acknowledged in your letter to me, our paperwork clearly stated “the rubber surface is not designed to re-grade your concrete or substrate”. The millings were not graded sufficiently. There were many high areas, low areas and areas where the millings were offset considerably lower than the required 3/8” offset that you also acknowledge in your letter.  Even if the millings were compacted correctly, the grading was unacceptable. Installing our rubber over the state the millings were graded at the time of our arrival would have left you with a terrible surface. We were not willing to leave you with that type of installation. 

  
  And I must disagree with the assertion that I canceled the project. We came fully prepared to do the installation. Although I was assured that it was ready, it was not. Upon your request I submitted a quote as to what it would take for us to fix the millings and complete the project. In your email dated May 16, 2022 you clearly stated that after considering the options you had decided to go in a different direction. This was your decision.

  
  I do understand that you have spent more than expected as a result of this situation. I have also lost money due to this situation. The amount of the deposit I held, only covered a portion of my loses. I am not agreeable to a further refund and incurring more loss. Hopefully you can understand my position.
  

  
  

  Customer Answer

  Date: 08/20/2022

   I am rejecting this response because:
    We do not agree.

  The points you make are valid and understood.  The part you do not seem to understand is that we feel as the business owner, it was your responsibility to ensure the project was ready and met your standards BEFORE you brought your entire crew from NC to GA expecting it to be ready.  Relying on the word of the contractor and a picture, which you clearly had issue with, doubts and questions, reflects back on you.  The cost of bringing your crew could have been avoided had you taken the time to ensure the project was ready to your specifications.  Also unmentioned was the fact that you failed to notify us that you had rescheduled the start date.  I had to contact you to find that out, even though you claim to had "emailed me".  Why wouldn't you pick up the phone and make personal contact with us for something that important, especially when you received no confirmation that your email was received on our end?

  Evidently it is more important to you to be right and hold firm to your conviction, without room for compromise, than it is to make a customer happy.  We would have so much more respect for you and your business had you offered to meet us halfway or shown any remorse for the situation. 

  We will not be sending business your way and will not have kind words regarding your business and how you run it.  That is the cost paid for this misunderstanding and bad business conduct.

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