ComplaintsforEpoxy Floors N More

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a property in July of 2022 that had epoxy flooring installed by Epoxy Floors N More at our vacation property in *******, **. The copy of the paperwork we had was the quote for the job. We first contacted them in July asking about proper maintenance of the epoxy.In April of 2023, we contacted them because the epoxy was peeling on the driveway. After several failed promises to get out and look at the driveway, numerous calls and texts, they did look at the drive in June. I spoke with the owner on June 29th, 2023 about various options to fix the peeling and I was told I would get a quote in a couple of weeks. I called the company again on July 31st and was told the quote should have been done and that they would leave the owner a message. It is now October 7th and I have received no quote from this business.

  Business response

  10/15/2023

  To whom it may concern.
  
  We actually already communicated with ******* last week via email in response to this issues after seeing a ****** review. 
  
  We completed this driveway flooring for the prior owner of the property. The concrete had severe moisture problems that we alerted the prior homeowner to and had them do some work on drainage. We offered an upgraded vapor barrier that would usually have been an additional $918 FREE of charge to give the floor the best chance not to have an issue,. The prior owner was aware of this.
  
  When ******* reached out to us about the repair, we were dealing with the loss of our office manager, so our response time to be able to conduct a site visit and provide a quote was delayed compared to normal, but we DID email a quote for three different options to rectify the issue at our Cost with no profit even though this was not an item under warranty.
  
  We wanted to help in this situation even though our warranty has an exclusion for hydrostatic pressure (moisture vapor pressure), which is standard in this industry. The warranty is also not transferrable to new property owners (which we don't really enforce.) 
  
  Because of the hectic time we did not follow up with calls and texts like we would normally do and didn't think anything of it when we didn't hear back from her.
  
  Based on the complaints, ******* never received the email with the quote we previously sent, I forwarded the original email to her with the quotes and ******* is now deciding on what option we provided her with. 
  
  I have attached a PDF with the recent email correspondence to ***************

   

  Customer response

  10/16/2023

   
  Complaint: 20709344
  
  I am rejecting this response because while we finally have a response from this company and accept their offer to repair the damage at no cost, we choose not to dismiss our complaint until the repairs are actually made. We were made aware that this repair would be made no earlier than November and at their convenience, so we do not have resolution at this time. This is a vacation home and we anticipate arriving no later than December 1st and can hopefully inspect the finished repair.

  It is also fair to say we made contact with the previous owners and they did install a water drainage system, but have no recollection of or paperwork that the references the additional work or of any conditions on the warranty of the product. 

  
  Sincerely,
  
  *****************************

  Business response

  10/24/2023

  Hi *******, 

  We were responding to the original complaint made as you are responding to our response because there is a time limit to respond within 10 days it appears when these come in and as you can see the issue can't be resolved fully in that time range.

  As you are aware, we have *********** scheduled for November 3rd, which is about 2 1/2 weeks from when you gave us the decision on what option you wished to proceed with. The scheduling for the patching is not at our convenience, it's simply the earliest day that anybody can be scheduled to do the patching.

  In regards to you speaking to the ***********, Yes, they did dig the trenches and added rock along the driveway to help with their moisture issues. This was actually our suggestion because of the moisture issues we saw while prepping their floor. This was also when we recommended stopping the job until this is done to minimize the chance of the floor having issues.

  You are correct we did not provide any additional paperwork for the additional pressure washing/acid wash/ammonia rinse/ and additional vapor barrier. We did not charge for it, so we did not think it would be necessary to do. It was just something we were adding on. 

   I spoke to and explained the process to *** about what we were doing and would be happy to jump on the phone with you and them if you would like. 

   I can forward you over the emails of the original quote and correspondence if you would like as well. 

  ***** had a difficult time finding the quote in her email originally and to make it easier we didn't require her to sign just asked for her respond to the email saying she agrees. So I can't provide you with a signed original quote with terms/warranty/etc but I can forward over all of the emails with the paperwork attached as well as showing the email thread showing she agreed with original attachments that were sent to here. 

  Ultimately, I want to help with this situation which is why we are doing the patching for free.

  So you are aware we weren't  trying to avoid you originally , you just happened to catch us at an incredibly stressful time and we were just trying to keep up with the workload while working ridiculous hours for a long stretch of time, which I'm glad is now over. Part of the struggles of a small biz when dealing with employee changeover. Our customer service was not timely for things outside of the ordinary and outside of our normal clients we are past that and we are going to follow through with what we said and the date of the repair that was given.

  Hope you have a good day, 

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

  Epoxy Floors N More

   

  Customer response

  10/26/2023

   
  Complaint: 20709344
  
  I am rejecting this response because the work promised has not yet been completed. As soon as the work is completed and I have a chance to inspect it on November 25th, 2023, I will notify the BBB and Epoxy Floors N More. 
  
  Sincerely,
  
  *****************************

*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. ↩