Complaints

This profile includes complaints for Epoxy Experts Floor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Epoxy Experts Floor

  57 Saint James St Schuylkill Haven, PA 17972-1924

• 

  Epoxy Experts Floor

  2217 Carlisle Rd Ste 406 York, PA 17408-4000

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:05/14/2025

  Type:Order 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.

  The salesman that came to my house was very aggressive. I kept telling him that I needed to be at an appointment, but he wouldnt leaveuntil I signed the agreement. I told him repeatedly that I wasnt ready to sign an agreement that I had it made up my mind that was gonna talk to other people however, he was very insistent that I signed the agreement stating that I could just cancel within a few days. IfI change my mind, I changed my mind. I tried to cancel via email then they told me I had to mail something or fax something And I dont have a fax and I cant mail something that Ill reach them by Thursday. They keep calling and harassing me not to I want them to stop calling and harassing me and I want them to cancel this agreement.

  Business Response

  Date: 05/21/2025

  Good Morning, my name is ******* and I'm the Manager for Epoxy Floor Experts. On 5/12/25 our Sales *** was out at *** home for a free estimate for her floor, yes any sales professional is somewhat aggressive, but definitley not to the point where she felt she had to sign an agreement just to have him leave. Our Sales ***s are trained to the fullest and understand that if a potential customer isn't ready or needs to time to think things over before signing a contract, that they finsh up and make sure all information has been giving so that the potential customer can make the best decision for themselves. Yes we have a 3-day cancelation period and *** was explained that if she chooses not to do the job, that she may mail, fax or telegram the cancelation to our office. Once *** called to cancel and sent an email out to the sales *** to cancel, she was called by another co-worker to go over the cancelation and how she would need to proceed and she was informed that her job would be canceled and that all she needed to do was sign and date her cancelation and mail it in, and she was told that we go by the posted date on the envolope, which she signed her contract on 5/12/25 and canceled on 5/14/25, she states it wouldn't have gotten to us in the 3-day cancelation period, but she was told to put it in the mail that day and she would be fine. When speaking to my co-worker, she was very hostile and screaming at her about how we don't accept emails for cancelation. She hung up on my co-worker several times and didn't want to hear anything. As for her contract, we hgave canceled it and she knew that, so writing to BBB was her way to continue the arguement that she kept trying to have with my co-worker. If there are any questions or concerns, please feel free to contact me at ************.

  Thank you,

  *******

• Initial Complaint

  Date:01/06/2025

  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.

  Paid company $5,500 to epoxy garage floor and supposedly received a lifetime warranty. Having several issues with flooring peeling up and turning yellow.Called the company and was told they would come out to look at it but 2 months have gone by. Manager was very rude.

  Business Response

  Date: 01/16/2025

  Good Morning, I'm writing back to a letter that we received 1/16/25. My name is ******* and I am the Installation Scheduling Manager and I was also the one that delt with the customer. On 1/5/24 ** texted the work cell about a quarter size area that started to peel up, that was a Sun and we are closed, so I Texted ** back on 1/6/25 and let him know that I would schedule as soon as we were in the area because he has some slight yellowing in an area also. I went to work right away to give ** a date and I gave him 1/8/25, which in the text it came out to say 1/6/25, I apologizee and said it would be 1/8/25. ** said no to the date and that he was only available the 7th, 9th and the 10th, so since due to the weather right now I'm only doing my schedule a week in advance soI went back to work on another date. All the while ** is being very aggressive over text about a date. ** also threatened to file a suit and if I didn't have him a date in a few weeks it would not be a threat. He was very pushy and wouldn't give me time to get a date for him, I finally was able to line up a date for 1/16/25 and he agreed, but he wanted our Business Owner's number and if I didn't provide it to him then he would call around to get it and send a complaint about myself that I wouldn't give the number. Our owner was on a businees trip out of town, I did let him know that I would email everything to our VP and have him reach out. Meanwhile I gave him his date and time we would be there. ** then proceeded to call the work cell and was very aggressive and threatening towards me. I answered his questions and all he wanted to do was demean me and our company, he went as far as calling me a name that I refuse to repeat because I find it discusting and I told ** I would need to hang up now. He then proceeded to contact another coworker with a complaint about myself, but let out how he acting. Our VP also reached out to him. I have attached the warranty with this and yes it is a lifetime warranty with exceptions. If needed I can provide all texts of the threats and aggression from this customer, he made me feel very uncomfortable and unsafe. As for the repair, I have a crew out today 1/16/25 as scheduled to look at the floor and see what it going on and repair if they can today. If not and we need to go back out to do more, then I will schedule him ****. Thank you for your time, if ther are any questions or concerns, please feel free to contact me. 

• Initial Complaint

  Date:07/15/2024

  Type:Order 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.

  We signed a contract on 5/28/24 with Epoxy Floor Experts to get epoxy flooring on a cement slab (6' x 20'). Price was $4,000 of which we gave them a $1,300 deposit. For numerous reasons we decided to cancel the contract on 6/10/24, which was past the 3 business days stipulated in the contract. We understood that there would be a penalty involved to cancel after the 3 days, but what they are demanding is unreasonable since there would not have been any labor or materials involved to this point since our job was not even scheduled to be done until August 8 (and that was a tentative date)! In addition to our deposit, they are asking for an additional $625 (for a total of $1,925) to cancel! When we asked them to provide us a breakdown of the labor/materials to date, they said they do not provide that information for a cancellation (there should not have been any labor/materials to date)! We feel it would be fair to forfeit $800 of our deposit (20% of lost profit per the cancellation stipulations) and would like to ask them to return $500 of our deposit.

  Business Response

  Date: 07/22/2024

  Good Morning, my name is ******* and I'm the Scheduling Manager for Epoxy Floor Experts and I'm responding to this complaint. As Mr. ***** ******************** said in thier complaint they did cancel out of their 3-day cancellation period and that is why a letter was sent to them about the cancellation fees. We are not charging for any labor, only for costs incurred up to the point when they decided to cancel, materials were ordered for there job, Administrative costs and we also gave then a gesture of good faith by only charging 5% lost profit, not the 20% that will be charged if it goes to the magistrate. Also, they were told that a copy of all fees would be provided to them at the magistrate if they choose that route to go. Our contract states all of this on our contracts, which they signed 5/28/24. We have not received any calls from the ********** since they received the letter. They had 10 days to contact our office. If you have any questions or concerns, please feel to contact me, either by email or phone. ************..Thank you, *******

  Customer Answer

  Date: 07/26/2024

  [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: 21992233
  
  I am rejecting this response because:
  

  Their reply states that we did not contact them after receiving their letter, which is incorrect (document with our notes is attached).  We called them on July 8, and spoke with *******, who relayed the message.  We did receive a return call, which is when they stated they would not supply us with an itemized/detailed list of the labor/materials incurred.  The cost of the entire job was $4,000, and they are requesting an additional amount of $625 to cancel (in addition to our $1,300 deposit).  This would put the total to cancel at $1,925, which is almost half of the total cost of the job.  They are saying costs incurred so far are $1,725!  What costs??  No work has been done!  The job was only tentatively scheduled to be done on August 8 (and this was tentative).  How do we know that materials had been ordered for a job that was scheduled two months out at the earliest??  After reading some of the online complaints about this company, we were concerned that they would not come when scheduled, which is one of the main reasons we cancelled (didn't want to wait two months or longer).  We also discovered they are extremely overpriced compared to the exact same product and installation provided by other local companies.  Those were our two main reasons for cancelling.  We feel our request to return $500 of our $1,300 deposit is fair since nothing had been done as of the date we cancelled.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/12/2024

  My name is ******* and I'm the Scheduling Manager for Epoxy Floor Experts and I'm writing back to the rejection. The customer is out of their ***** cancellation period, we sent a certified letter to either pay the cancellation fees or have their job done, the customer doesn't want to pay the cancellation fees even though they have a signed contract with us agreeing to these terms. There is not anything in agreement to give any refund. The customer may pay the cancellation fees or have their job done, if not we will proceed to the Magistrate. The customer keeps referring to a person by the name of "*******" we do not have anyone named ******* that works here. The customer was also told that a list would be provided at the Magistrate's ****** for the cancellation.  If you have any questions or concerns, please feel free to reach out to me.

   

  Thank you,

  *******

  Customer Answer

  Date: 08/13/2024

  [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: 21992233
  
  I am rejecting this response because:

  Expecting a customer to pay almost $2,000 to cancel a job where absolutely nothing was done is totally unreasonable.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/05/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On Jan. 18, 2024,we met with the sales rep and decided to get the epoxy floor. The next morning, my husband and I were discussing our decision and decided it was not a good product for ********** floors. Per the cancellation clause, I mailed the cancellation request by certified mail the next afternoon, less than 24 hours after signing the contract. Per the notice, the refund is to be made within 10 business days.My husband called Feb. 12th and was told the check would be issued immediately.March 12th he called again and left a message that we still had not received the refund.I called April 3rd and had to leave a message. I requested an immediate return phone call.As of the evening of April 5th, I have received no phone call.

  Customer Answer

  Date: 04/09/2024

  We just received the refund check from the business. Their letter of explanation was they mailed the original check to an incorrect address and didn't know where to send it until I called last week. I don't believe that reason.

  Telling them we were filing a complaint with you spurred them to action.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I bought ever stone flooring for my outdoor patio and walkway in March 2019 and again in April 2021. the material is coming apart and pieces are missing. I have contacted the company numerous times sent text messages with pictures of damage and no response from the company. The warranty is for 20yrs .

  Customer Answer

  Date: 11/19/2023

  I was contacted via text message on Saturday November 18th. Waiting on the repairs to this project.  Will keep you posted

• Initial Complaint

  Date:06/21/2023

  Type:Order 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.

  An Epoxy Floor Expert came to our residence on 3/09/2023, after a conversation about the product to install an epoxy floor on our porch, my wife and I decided to sign a contract (order #*****) with an approximate installation date of June 5-7, 2023, and gave the representative a deposit of $1570. We now believe this contract was a deliberately deceptive contract, since we are retirees, military and senior citizens, we will also file a fraud complaint with Bureau of Consumer Protection and other appropriate agencies to hopefully prevent this company from doing this to other consumers. On June 3, 2023, I contacted the Epoxy Floor Experts office after not receiving any contact from them, I was told by one of their employees that they would not be able to install the product until July of 2023, I told her that was unacceptable and we would like to cancel, she said that she would convey that to office scheduler. On June 5, I spoke with the scheduler, and she said I would have to talk to a VP before I could cancel. I received a voice mail from the VP on June 7, to sum up what the message was…you are well passed your cancellation date and all your materials have been order and you're not going to be able to cancel without significant penalties feel free to contact me, I tried and did not receive a response. On June 9 I spoke with the scheduler, and she informed me that the total cancelation fees would be $3791, I told her that we could not afford to do that and that we would have to go through with the installation, she said she would get back to me in the end of July with a new date. My wife is recovering from chemotherapy and this ordeal has caused her significant emotional distress, we have lost faith in this company and believe they have taken advantage of us in a dishonest way, principally since we are veterans and senior citizens.

  Business Response

  Date: 07/05/2023

  I have attached my response to ****************** and a copy of the Certified letter I sent before they made a complaint to you. The scheduling Manager would like to schedule their job for 7-19-23. Please let me know if they would like to proceed with getting their job done or if I need to proceed with court. 

  Date 6-29-2023 
  We called *** ******* on 6-5-23 to let him know we are behind schedule, and we would call in a few weeks with a firm date. ** ******* called in to cancel his job. His anticipated start date was June 5-7 2023. The Law gives us 45 days from the anticipated start date because we do have unfortunate circumstances to delay us. Such as jobs taking longer, the weather throughout the year delays us. These are just a few examples. A certified letter was sent, and they signed it on 6-16-23, letting them know they are out of their recission to cancel, and they would have fees. So I don't believe they think we are a scam company and taking advantage of them. I am assaulted by this, because we do so much for the Veterans and Seniors. I honestly think they want to cancel and made this up because they think it will help them to cancel. Unfortunately, if they do not allow us to do the job we will have to take them to court. The Judge will ask them if they allow us to do the job and try to explain if they do not, they will have to pay the fees. They signed a legal binding contract. The scheduling Manager did call *** ******* on 6-26-23 to schedule his job for July 19th 2023, he did not answer so she left a message. ** ******* has not called back. The scheduling Manager also called 6-27-23 & 6-28-23 and as of today 6-29-23 they have not called in. So as you can see we are trying to schedule their job, however they are not answering or returning their messages

  Customer Answer

  Date: 07/31/2023

  This was the response we sent to the Pennsylvania Attorney General's Office Bureau of Consumer Protection, I called Epoxy Floor Experts on 6/3/2023 and asked when they
  would be installing, (we had a tentative date of 6/5/2023, we had signed the contract on 3/09/2023 with a $1570 deposit we had not been contacted by them until 6/5/2023 with a message that they were behind schedule. On our phone call on 6/03/2023 I was told they would back to us "sometime in July" I said that was
  unacceptable and would like to cancel, they said "I will place your
  request on the office scheduler desk" as she was not in the office at this
  time.
  
  Concerning the certified letter sent on 6/16,
  I had already spoken to the scheduler on 6/9 and told her that we would have to go
  through with this because of the cancellation fees being $3791 plus our security deposit and we could not
  afford to do that. She said they would get back at the end of July with a new
  date. Their statement about us not getting back to them is false and I have
  documented proof of that conversation with their scheduler. The bottom line is make sure you read this contact, as you can see it gives Epoxy Floor Experts the ability show up whenever they want, and you will have no recourse but to accept that because of the ridiculous cancellation fees.

  After going through all this we finally got a hard date of July 13, 2023, their crew show up on time and completed the work on that day to our satisfaction. We had no problem with workmanship, our problem was with management and how they treat their customers.

• Initial Complaint

  Date:06/18/2023

  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.

  On 7/15/2020 my wife and I signed a contract with Everstone Floors Of NEPA Inc. and had a floor covering installed on our front porch and in our garage. The total bill was 9434.00 The salesman ***** ***** told us we would have a 28 year warranty on the garage and a 20 year warranty on the outdoor floor. He told us that if we ever notice any loose material starting to come loose on the floors, we just need to call and the warranty would cover them coming out and recoat our floor. We've noticed this problem approx. 2 years later and have been calling and trying to contact them for months and we just keep getting phone number after phone number to keep calling all different members of the company but not having any success. Finally, they called me about replacing roofs in our area and asked if I were interested and I said yes so I could get someone here to show them the floor problem. The original salesman stopped at our house and looked at the floor and said he would talk to his boss and they said they could recoat the floor but I have to pay for materials. I was very disappointed as this was suppose to be under warranty for 20 years. He told us then that they discontinued this style due to many other problems that there is a chemical reaction in the stones and the epoxy coating allowing it to come loose. So we being angry agreed to pay for the recoating material to save our floor because it is made up of small stones and every day we notice more loose stones and soon, our flooring is going to look aweful as it will soon be very uneven and porus. After agreeing to recoat the floor and us paying for the material to do so, he gave me yet another phone number to call to set up an appointment to get the problem fixed and then that person gave me another number to text photos of the porch to and said that person will contact me and get a date set up. It's been another month and still no response and yet our surface is still falling apart. Almost 10,000 dollars for a project and getting these kind of results is very bad business. This company seems to just make a sale, take your money, do the job and run. We are very disappointed that we did this project.

  Business Response

  Date: 07/18/2023

  7-17-23

  ***** has a 20 year warranty on his garage, patio & walkway. I will include a copy of his contract to show you this. As far as loose stones, our Rep ***** would not have told ***** if he notices loose material that the warranty would cover it & call in. ***** is not a service tech. When stones are coming loose that's when you need to get a warranty coat. This is the homeowners responsibility. Everything has maintaince noting lasts forever. I like to explain it this way to homeowners... EXAMPLE - when you buy a car, you need to keep up with oil changes and rotate tires to get longer wear and tear. ***** must keep the area clean of debris also. What happens when you have dirt buildup stones start to pop out. When winter comes & it freezes it will pop out also if dirt is embedded in this. We sent a service tech out to determine what was happening. 
  As far as ***** saying he calls & is given another number to call is not true. When you call the office a message is taken & emailed to the Scheduling Manager. We also include the Vp,executive assistant, & anyone else that may be involved depending what the call is about. The scheduling manager then reaches out. This is our protocol for every call! The toll free # is on top of his contract. It is ###-###-####. When I send you the agreement you can see this for yourself. 
  8-3-22 ***** seen one of our stands at a market & was complaining about his garage and porch we did for him, saying it is dirty, spots raised up because of a reaction with the material. The lady that was at the market contacted our service department. 
  We called on 8-3-22 7:52 am & left a message on ###-###-####. This was the first time we learned he was not happy. We did not get a call back. 
  5-9-23 We received an email from a company we pay for leads. Their info was given that they were interested in a free quote for a roof replacement. Our call room called and set an appointment for 5-9-23 When our Rep went out he explained to call in the office to schedule for a service guy to come 
  out. 
  We called again on 8-19-22 & left a message for them to call, regarding their concern & asked for them to send pictures to our work cell phone. We received pictures & informed ***** he needs to pressure wash the tire marks & it will clean up. He was also informed he needs a coating. We gave a price for the patio & walkway. That was the last we heard from *****. He never responded back. So since it has been almost a year we can technically void their warranty since they neglected to keep up on their warranty

• Initial Complaint

  Date:09/30/2022

  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.

  I paid to have my garage floor and sidewalk epoxied July 17, 2020. In June 2022 I called EverStone Floors Of NEPA Inc. in Schuykill Haven, PA and spoke to a person named Gabby regarding getting some preventive maintenance done on two hairline cracks in the garage floor and gouges, stones falling out and the loss of the glossy finish on the sidewalk. I was told they can not do anything because the cracks will be getting larger and they could not guarantee the job. I told her the hairline cracks in the garage floor were there when we bought the house 30 years ago and were there when the job was done. The sidewalk had no cracks. Gabby said that is unfortunate and the sales rep should have never sold you that job. She proceeded to send a sales rep down to sell me a new rubber floor. The sales rep didn’t understand why I needed a new rubber floor and told me someone would be down to fix it when they were in the area. I then received a call from a person named Ian, who identified himself as a VP with the company and told me “don’t worry sir we will fix the problem” but he was interested in knowing how I got onto his agenda. After several contacts with Ian he told me to call Gabby again, and I did. She was to schedule someone to come down and at the very last minute I called to see where the crew was and was told they ran into problems and will have to reschedule, that was over a week ago and not a word. I was willing to pay to have the work done or tell me what I need to do and I’ll do it myself. Gabby was to check with the owner, Mary, but again not a word.

  Business Response

  Date: 11/08/2022

  To whom it may concern,
  
  

  This is in response to *** ******* *****’s BBB complaint ID # ********. I spoke to *** ***** on 7/20/2022 @ 10:07 am. At this time, he sent me photos of the areas in question. I explained to *** ***** that per his contract cracks are not covered under warranty. We cannot control if the concrete will crack. This is a decorative overlay.  At that point, he asked what could be done. I explained to him that we could have a Representative come out and explain to him our ********** material. After the rep went out, I spoke to him, and he said he wasn’t interested in spending that much on the flex rubber.  At this point, we are unable to help with the garage. *** ***** then explained how he uses a snowblower on the sidewalk, he didn’t notice the “gouge” on the sidewalk until after he used the snowblower on the sidewalk. I explained to him that we don’t recommend using a snowblower on the sidewalk due to the Everstone material that is used in this area. He wasn’t happy about this, but the snowblower can dig up the material and ruin it. A crew was supposed to go out to his home on September 23,2022. However, they got held up on a job. It took longer than anticipated. Due to rising fuel costs, I can only schedule a crew when they are in his area. We do work within an hour and a half radius so we are all over all the time. I do appreciate his patience.  I did explain to Mr. next time we are in the area I will call to let him know. 
  

  Business Response

  Date: 12/02/2022

  To Whom it may concern, Per *** *****'s contract our warranty does not cover the cracks in the garage. I told him this on 8/31/22, as for the sidewalk we did have someone come out and look at it. To which we are unable to do anything about the gouge. I explained this to Mr and that is why we sent the sales representative out to quote him rubber. As for the project losing its high gloss shine, it's due for a reseal. As per the contract under CARE AND MAINTENANCE GUIDELINES, it will state: All interior and exterior EverStone surfaces must be kept clean. Exterior applications can be cleaned by power washing and using an approved detergent. If not properly cleaned it will also appear dull. *** ***** has until May 2023 to have a warranty coat done or his warranty will be voided.  To which we are unable to do anything about the gouge. When you use a snowblower and the blade takes a chunk out that is not covered under warranty.

  Customer Answer

  Date: 12/02/2022

  [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:on their web site they mentioned that this is a perfect product for cracks in the garage floor, they put a crack mender on when they did the job, I paid for the job and the cracks were there when it was done.If it was a warranty issue why was it done in the first place. For the sidewalk I have screenshots of complaints from other customers with the aggregate coming off in the same manner as mine and have responses from Gabby about those issues. Yes there is a statement in the warranty about having a free inspection of the job. That’s why I originally called over 4 months ago, to have someone come and look at the sidewalk and garage floor but was told there was nothing they could do and they were sorry and that the sales rep should not have sole me the garage floor job. The sales rep that they sent over to sell me a new rubber floor was surprised that she was sent here, she told me a crew would be here to assess the issues when they were in the area, one crew was scheduled to come but couldn’t make it, Gabby was to schedule another visit the following week but nothing happened. According to Everstone website both issues I have are a simple fix, I have screens shots of that posting also. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/12/2022

  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.

   I signed a contract with this company on 7/20/20 in the amount of $14500 to complete a patio in my backyard.   Based on the type of loose stones that they used, the 20 year warranty seemed very attractive to me.   They claimed I voided this warranty by not having it power washed.   During the summer of 2021,  the stones were starting to come up simply by washing it with a hose.   By the end of this year, the problem became a lot worse as the stones were starting to go into my inground swimming pool.   I called and started to receive text messages from a person in their office named Gabbi.   She asked me a question and asked if I power washed the deck and said No as the stones were starting to come up simply by washing it with my hose last year and continued to get progressively worse this year.   According to the attached contract, the Warranty section clearly says - "can be" cleaned yearly by a power washer - not "must".   The owner clearly did not want to deal with me and adamantly stated I voided the warranty and would not help me.    They did not even have empathy for my late husband who passed away last year and would honor the contract out of respect for him and good customer service even if it was my fault which it wasn't.   There was no abuse on my part, just faulty installation and workmanship on their part.   No one ever mentioned any of this to me and just wanted the sale.   If that was a main selling point,  I would have educated the consumer so they would be in the know.  Clearly hoping the consumer would not read it and acting like they have no responsibility.   I even offered to pay 1/2 if they even had the courtesy to talk to me on the phone.  I think because I live far away from the main office they are not interested in helping me even If I paid for the entire job.   $14,500 was a lot to pay for what I got and they can't even put some epoxy down to help out a poor widow selling her home.  They are a disgrace!

  Business Response

  Date: 09/28/2022

  ****** called in to our office on 8-16-22 She sent us pictures of areas where the stones are popping out. Gabbi asked her when she pressure-washed it last. She stated she never has. She did not mention using a hose until after Gabbi explained that she needs to pressure wash it to keep the dirt from building up. What happens is the dirt builds up and over winter it will cause stones to pop out. ****** told Gabbbi she is selling her home and it needs this fixed. Gabbi got a price from me to do the repairs and to coat it. ****** said she has a warranty, and this should be free. Gabbi explained that it is her responsibility to keep up with the maintenance and she also neglected taking care of it by not keeping the dirt from building up. 
  I informed Gabbi to let ****** know that if she does not pay for the coating needed and the stone repairs, her warranty will be voided. ****** did not want to pay for it so we, 
  unfortunately, voided her warranty. 
  ****** signed her contract on 7-20-2020 not as she stated on 7-20-2022 
  It is on the back of ******'s warranty it is her responsibility to keep it clean. Do not let dirt build up. I will include a copy of her warranty for you to see. 
  The owner does not respond to customers. He hired people that have their roles. If he responded to all customers, I would be out of a job and Gabbi. Along with the other 11 office staff. 
  I'm sorry ****** feels Gabbi did not have empathy for her because she lost her husband, and that we should help her out not obeying our own Warranty guidelines. If I was told she recently lost her husband and why we should help her I would probably think she is trying to play a guilt trip on me. I have many customers that are dishonest to get what they want or get a better deal. I am not going to lose my job of 21 years not following company rules/guidelines. Rules are rules and warranties are warranties for ALL. I am not going to treat someone differently because they lost their husband! I would like to add Gabbi did not have to verbally give her empathy. Gabbi may feel uncomfortable doing so. The fact that ****** stated Gabbi did not provide good customer service for her neglect is absurd. From the letter, ****** wrote ! honestly feel she is trying to play a guilt trip. 
  ****** stated there was no abuse on her end just faulty installation workmanship. That is not true. If it was a faulty installation or workmanship (which by the way is the same thing) it would have happened right away. Within a few days of installation. 
  ****** also stated it was not mentioned to her about the warranty. This is all on the back of her contract. We do not use small letters that you cannot read it either. 
  ****** stated she offered to pay 1/2 if we spoke to her on the phone. Gabbi has been in touch with her. As far as paying the money...I have no idea what she is talking about. Unless she is trying to get 50% off from the warranty. We do not do that either. We have a set price for the square footage. We have a minimum also. It does not matter where you live. ****** stated she paid a lot of money for what she got & we can't put epoxy down to help a widow that's selling her home. This is wrong and the fact that she thinks this way is not right! Does she walk into a grocery store and tell them she is a widow and selling her home so they should give her 1/2 off on her groceries? 
  A warranty coat is not coming out and just putting Epoxy down. First, we would need to go out and pressure wash the area. Then it must dry so we would go out the following day and do all the repairs. This is very time-consuming. Then a coating would be done. 
  ******'s Warranty is Voided for neglect and not taking care of it per the terms of the contract. I would also like to note she made a lot of false statements. This is slander.