Complaints

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• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  City Epoxy LLC did an epoxy wood chip floor for us and we had to stop payment on the final check because the floor was not completed properly. We tried to get him to come and fix the floor and he refuses. He kept our $14,500 and said we can keep the $12,500 balance to get the floor fixed. He gave us a warranty and is not living up to it and the estimates we got said that since the floor is in such bad shape and did not cure so we need to have it removed and replaced which will cost us more than the original job and we don't even have the $14,500 towards it. We would just like the floor fixed by him or have our money back so we can get it replaced. I am sending some pictures there is a lot more.

  Business Response

  Date: 08/02/2023

  July 28th 2023 
  City Epoxy is a small company that is ran by **** ****** since 2005. For us to compete with the big companies we pay cash for everything we buy, that is why we ask the customers for 50% up front to start the job. Most times, depending on the type of floor, this money doesn't cover the costs that are involved. In **** ******** case the money wasn't even close to covering the cost. During the whole floor process **** ******** and husband were seen daily praising the word that was performed. We had issues receiving the materials, so the job ran a little longer than expected and was going to interfere with a job we had in Lake Park GA. Which was scheduled for Monday July 10th. We applied the last coat of Urethane on Monday July 10th in the morning. We finished up around 11 am. At this point I drove 14 hours to Lake Park GA. Arrived at 2:30am with an arrival time at job site to start at 7am on the 11th. At around 11:30 I check my messages and there is a text message from **** ******** husband at 8:23 asking me to call him. At 9:51 another message saying that they cancelled the final check because there were things that needed fixed. Before I left **** ******** pointed out a spot and I told her that I would fix everything when I got back. Less than 24 hours have gone by I called **** ******** to ask why, and her responds was we hope you're having a good vacation. Like I said at the beginning, we are a small company. When she canceled that check we had already ordered materials that had been authorized for shipment, booked hotels and everything that goes into a out of town job. City Epoxy was not prepared for a financial setback like that. **** ******** started complaining about everything during that week that I was still in Ga. The woodchips, which sometimes it takes 2 or maybe 3 different coats to cover. The seams, you want them filled than complain that they look wider. You wanted glitter than complained that it wasn't evenly spread. You're adding the glitter to the resin and spreading it around. Manufacturing recommendations. You wanted glow in the dark chips on the dance floor than you complained about the amount of chips. You throw the chips in the air and let them fall, I have no control over the way or amount of chips that stick. At this point when I arrived back home on July 15th City Epoxy was not interested in satisfying the contract because of lack of trust on the client's part. I didn't know their intentions and I was not financially capable of buying anymore materials for this job. This lady and her husband put City Epoxy in a position where we cannot work till we have signed contacts because of the financial hardship she has caused with no remorse toward me, my guys, or my family because I was working not on vacation and didn't drop everything and answer their calls. 
  
  

  Customer Answer

  Date: 08/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  ************************* haveing a small company does not give anyone the right to so a job as poorly as he did and just walk away from it expecting us to live with the floor especially someone who has been in business since 2005.  If a small company cannot properly handle this big of a job that he wanted $27,000 to do, then he should have been honest up front.  We pointed out several of problems with the floor on Friday, July 7, 2023 when the floor was dry and we could walk through and **************** said that he would fix all of the issues including the seams before he was completed with the job.  We were able to see the work during the beginning of the process because the sliding barn door was not locked and we checked his progress every day.  Which is why we pointed out all the issues on Friday.  After we showed **** the issues, from that point on he locked the sliding door so we could not see in and he said the floor was wet each day so we could not check.  On Monday, July 10, 2023, **** messaged me when I was working and said he would like to get paid that he completed the job.  I gave him $1,000 cash and said I was giving him cash because he was going away and I gave him a check for $12,500 because **************** told us that the floor was complete.  Even though I was working, **** expected me to stop and come pay him, but he is saying he couldn't answer us.  I assumed we would do a walk through at that point, however, again he said the floor was wet and and he had the sliding door locked so we could not see in the main area.  We could only see in the French doors.  I did notice that the floor had an area that was 30" by 3" that did not have chips on it and I pointed it out to him.  He first said he couldn't fix it without removing at least 2 feet of the floor, but then said he would fix it after I said I was not satisficed.    I told ********** was paying him at his word that everything was good and fixed because I could not see it.  He ensured me that the floor was done correctly and that if anything wasn't he always stands behind his work and he would fix it.  He told us not to go into the room until the next day, but he said to myself and my son that we could move everything in the next day.  When we went in the next day, there were thousands of bubbles in the top coat on top, bubbles under the chips that were raised and could be pushed down, we didn't even realize till I took my shoes off it was still stick and so rough from the chips that were coming up through the top coat and the broken bubbles.  The glitter he is referring to is not what you would expect when saying not even, there is sections where there is globs of glitter, there are white spots about the size of a tennis ball that have come to the surface that look like glue, the seams he said he was going to make the floor went from being about a 1/2 inch to 3-4 inches because it appears were not sanded properly and the wood chips we not properly applied to them, the floor is sticky and not cured which is the biggest issue, there are large areas that have next to now chips on them, there are areas that look like they have roller marks on them, one of the corners do not have enough chips on them, There is a line of glow chips outside the dance floor and is to only be on the dance floor, we also told **************** that we wanted glow chips on the dance floor and he said that would be great, he never showed us how much he was putting on and we only got to see they were scattered after the floor dried on July 11.  The floor has shiny spots and spots that appear not to have a top coat on them and I was told it was because it was applied inconsistently.  The floor has very rough edges and at a venue people often are in bare feet.  When we noticed all the problems with the floor we tried to call **************** and text him.  We gave him over an hour to respond and then we stopped payment on the check.  We immediately told **************** that we stopped payment on the check and he responded immediately in a text and called even though he is saying he couldn't call us the first time because he was working.  I send him a list of all the issues via email and sent him pictures of the problems.  **************** said he would come the following week and fix the floor.  His wife also confirmed via email that he would fix all the issues with the floor.  On July 16, 2023, Sunday **** said that he would be at our property between 8:00-8:30 a.m. on July 17, 2023.  I thank him and said I would send him the final list of what we found and left him know that the floor was still sticky.  In that updated, I added that he closed in our floor drains which is something that was not discussed and should not have been done.  Somewhere between 11-12:00 pm on July 16, 2023 he told me he would not be coming and he had no interest in fixing the floor that he messed up because of us trying to blame us for the floor thinking we should just accept it or get someone else.  He told us to keep the $12,500 to find someone who can give us the floor we want and that he would send us the left over chips by courier so we could fix it.  We just wanted a floor that was done properly.  With that we reached out to 10 vendors, 7 said that they could tell me that if the floor is still sticky that it is not cured and they would only take the floor up and start over.  Some wouldn't fix someone's elses mess ups.  Three vendors did actually come out to the location, all 3 researched if they could fix the bubbles, but all said you cannot repair an uncured floor and that the only way to fix the seams and the drain and the parts that were not covered with chips would be to pull up the floor.  They said that the bubbles under the chips meant the floor was lifting up and that if they tried to sand it that it would put a hole in the floor.  They also said that because *** ****** suggested and covered the seams with epoxy that they could not repair even separate areas.  At one point, I told *** ****** the problems I was having getting it fixed and he sent instructions on how another contractor could fix the floor for us.  I read his instruction word for word to them and they all indicated that what he was proposing could not be done and the floor would look worse which is why he probably walked away from earning the other $12,500.  **** told us someone could fix the floor for $8-$10 thousand dollars but we could not find anyone since they said the floor was unfixable.  I do have the estimates that show they are only willing to redo the floor completely.  We understand that *** ****** has a family, he paid for supplies, he paid workers and worked here himself but that does not excuse the fact that he put in a irreparable floor.  I am not sure why *** ****** is saying he does not know our financial ability to pay more to have this repaired, we should have to even discuss that.  He said it can be fixed for $8-$10 thousand and we were going to pay him $12,500 to fix it.  We asked him to fix it.  We did not put him in a financial hardship, he did that to himself.  As far as putting him in a position that he needs signed contracts because of us, not sure what he means by that because we had a signed contract. He never completed the job, so he never got final payment and we told him when he completes the job like he agreed in his own contract that he would be paid for the job.   As I indicated earlier, *** ****** said he was going to send a courier to drop of the extra wood chips, there was no courier, he either himself or one of his workers came to our property overnight to drop them off.  Although we appreciate he brought them, no one said they could fix the floor with them and him coming or having someone come to our property to bring them during the night was inappropriate.  
  
  I have attached the list I sent to *** ****** on July 16, 2023, of the repairs that are still needed to the floor and we have events starting August 19, 2023. I set some expectations with that list to ensure he did not do what he did to us this time.  I also have a list of all the companies I contacted and their responses.  I prefer not to attach unless needed so that they are not brought into this, but I can send them and the estimates if they will not be made public.  I can even make them just company #1, etc.   
  
  We are hard working people and we understand what it is like to have a small business and the set backs when something goes wrong which is why we asked *** ****** to fix the mistakes to the floor that he was responsible for.  We run a Wedding Venue so I understand what it means to work for the customer and *** ****** has just backed away from this and wants us to go away and spend our family's money to remove the floor and start over.  If he says it is easy to fix he should have come and fixed it and got his money. We truly believe *** ****** walked away from fixing the floor not because of us, but the real reason is he knows the floor cannot be repaired properly and needs to be redone to look correct.  Why else would he not stand behind his work, fix the floor and get the completion payment?
  

  Regards,
  
  *************************

  Customer Answer

  Date: 08/22/2023

  I am reaching out to let you know that City Epoxy has not reached out to me to try to replace or repair the floor.  We have now been renting a machine for $700 a month just to clean the floor.  Because the floor is so rough on top, you can not mop it like we used to.  The mop shreds and sticks to the floor.  Thank you for trying to help us resolve the situation.