Complaints

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  BTPoxycrete

  Lockport, NY 14094-2814

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  BTPoxycrete

  2075 Baseline Rd Grand Island, NY 14072-2060

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:06/16/2022

  Type:Product 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.

  Thomas was contracted to complete an epoxy floor in our basement. We agreed upon the price ($6500), scope of work (grind floors, fill cracks, level floor, reflective epoxy, and top seal). Half was paid via check when the contract was signed 3/29/22. After the color coat was poured (4/19), Thomas was informed that bubbles formed near the stairs (most of the floor was not visible). He said this was normal, they would fill/blend them, sand them, and fill them. Thomas did not show the next day when the top coat was supposed to be done (4/20). After a second day, I contacted him and was told that he would come the next day. He came the next day (4/22) and told us the floor was not ready and he would return Mon. On Mon 4/25, Thomas came to do the top coat. He informed us that the work was done, requested final payment, and left after telling us to stay out of the basement for 2 days so that the coat could dry properly. On Wed 4/27, we went into the basement and were shocked to find that there were holes throughout the ENTIRE floor. He had not sanded, filled, or blended them as he had said. There were also 3 spots with hardened globs in the top coat and the floor was not even close to being leveled. I contacted Thomas about our concerns and informed him not to cash our second check as the work was not done as agreed upon. He said it was already cashed but he would come the next day with cash. He arrived the next day without our cash but said he would return with it. He was combative when we brought up our concerns. He stormed out of our house and never returned with our cash. Follow up did not result in any resolution. Within a week, the top coat began peeling throughout the floor. We had 2 outside experts look at the floor. Both said that he did not level the floor, properly take measure to prevent outgassing, and went outside the required timeline (24 hrs) for the top coat so it did not adhere properly. The only fix is a complete redo.

  Business Response

  Date: 06/16/2022

  This is what REALLY happened. Mrs **** hired me to coat her basement floor. When on my initial consultation I advised her of her unlevel floor and more product had to be added to compensate for the deficiency. She agreed and we proceeded to grind the floor. The floor had massive cracks and pitting and I told Mrs. **** that her floor was in really bad shape and to expect sone imperfections (please also see contract that she SIGNED OFF on that exact issue being a possibility). The floor was applied and she sat on the stairs and marvled at the work and thanked the 3 of us about 20 times. She even posted on ******** that she couldn't stop opening the door to look at how beautiful it was (please see attached screen shots). Mrs **** was in the know the entire time the potentials of her floor having bubbles in it and ebmven said "figured it was normal (please see attached screen shots). In my contract it CLEARLY states DO NOT USE FOR 7 DAYS as it needs to properly cure. Mrs. **** told me that her daughter was running and sliding around on it after only a day and a half and it clearly states in my contract not to do so. Mrs. **** asked if I could fill in the bubbles and I told her that's easily done. Upon arriving there Mrs. **** stated became very aggressive and insulted me in her basement after telling her that she knew that there would be bubbles in it and they're easily fixed. She didn't let me fix them and demanded money back as she said "someone else" can do it. That's not how it works. Mrs **** loved the work, told all of social media she loved it (I have the screen shots as I was previously warned about her from others of how she conducts business, and it's a good thing I have them), had her daughter running and sliding on it 5 days early and that will obviously have an effect on the top coat. This is what happened. I have all screen shots of her acknowledging it through conversations had, her SIGNATURE on a contract telling her that's a possibility with epoxy, I gave her 3 commercial places I've done personally to go and look at to see epoxy flooring first hand, and she loved it so much she paid me in full. Please help me understand where I went wrong.

  Customer Answer

  Date: 06/16/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Thomas's response is filled with half truths and full out lies regarding our agreement and interactions.  Thomas stated that the floor was in rough shape, but at not time did he state that there would imperfections.  He stated that he was excited to take this from rough shape to something great.  It is true that I stated the floor looked good when I first viewed it from the stairs when the color coat was poured and wet.  At that time, it truly was beautiful as none of the imperfections stated in my complaint were yet noticeable.  As I stated and in the screen shot submitted by Thomas, when I saw imperfections, I contacted him and asked if it was normal.  At that time I was trusting him and the process.  I had no idea that outgassing was occurring throughout the floor creating holes throughout.  Thomas seems to have a manipulative response and answer to everything.When we complained about the holes, he stated that his contract states bubbles can occur.  When we brought in two other experts, both told us that those are not bubbles, but are holes that are a result of offgassing.  They stated that they can occur with basement floors, but that there are steps that need to be taken to mitigate and prevent the outgassing.  Both stated that based on the extensive offgassing, Thomas either did not take the steps needed and/or did so improperly and it is due to this that there are holes throughout the floor.  We also have bubbles as stated in the contract, but these were not of concern as they are small and not noticeable.  Additionally, when signing the contract, Thomas explained away any concern we may have had about imperfections in order to get us to sign off.While the contract states that there should be no use for 7 days, he stated that we were good after two days.  He explained that that line of the contract was for other type of epoxy work and it's just a standard contract.  He stated several times that we were good to go on it after two days and even told us that work could resume on the rest of our renovations at that time (though due to scheduling, that did not occur after just two days).  The chippping did not occur where our small daughter (age 7) was on the floor.  Thomas even walked on the floor with us after we contacted him with his complaints.  Again, the two other experts that looked at the floor and asked us about the timeline both independently stated that the top coat was chipping and peeling because it was not properly bonded due to being done outside of the recommended timeline (24 hours).  Thomas was a no show for two days after pouring the color coat, then stopped in on the third day after me contacting him to tell us that he would come back to do it on Monday.  The top coat was done 6 days after the color coat, far outside of the recommended time to allow for proper bonding. I asked Thomas about filling the holes because he had stated that was what he did to address them and that they would not be at all noticeable when finished.  I've attached a screenshot of him saying this.  He did not do that, but instead left them as is and did the top coat.  There is zero explanation for why the floor is not level.  He claimed that additional epoxy was used to level it, but whether that was done and unsuccessful or it just wasn't done is not certain.  Either way, it is not level.In no way did Thomas complete the work as agreed upon and what was done was done improperly and with many imperfections.  Two experts from different companies and, unprompted, provided almost identical responses to our floor when shown it and told about what our experience working with Thomas.  The floor is not level.  The holes are a result of outgassing not being properly mitigated.  They are not bubbles.  The top coat is chipped and peeling because of being done outside of the required window to allow for bonding.  They explained that the globs in the top coat are from the rollers he used when applying the top coat.  We are the victims of a bait and switch.  Thomas showed us beautiful pictures of his work and we trusted those were accurate reflections of his work.  At no time did he give us locations to go look at in person as he is claiming in his response.  He even began posting pics of our wet floor and stating it was an example of his "flawless work" (his words).  We've been placed in contact with someone known by a friend who had a similar experience and has spoken to others with similar experiences.  This seems to be how Thomas conducts business.  He takes pictures when imperfections are not yet visible and does so strategically to falsely depict his work.  He makes promises of work that will be done and does not deliver.  We were not delivered the product as promised and are seeking a full refund because both companies that looked at our floor stated that, at this time, the only resolution is to redo the floor.   Regards, *** ****

  Business Response

  Date: 07/26/2022

  Everything she is saying is inaccurate. The bubbles are standard as every single gle epoxy floor had them. I gave her multi public sites to go and look at. She didn't. Per our contract and conversations, she knew everything and the filling g in of bubbles is done after the top coat is applied. Top coating fills in the super tiny bubbles that cannot be prevented in any flooring application. My contract states no walking on for 7 days and if she was confused about that, she should've referred back to her contract that she signed. It clearly states that so why she would think the laws of physics seem to not exist in her basement baffles me. Either way, she had her daughter sliding all over it after 1 day. Clearly not giving the top coat time to cure. Please have her reread our conversations per ******** and the contract she signed off on accepting all potential issues. The way she has spoke to me is unacceptable and I was very nice to her. I even have screenshots of her stating on how she couldn't stop opening her door looking at it it was so beautiful. I have nothing else to say.