ComplaintsforMidwest Floor Restore

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Midwest Floor Restore to stain a polish basement concrete floor with cream polished glossy finish.They caused significant damage to the top cream layer and stain was patchy and floor was not sealed. The grinding process caused deep scratches in the floor.I got other opinions and was told I cant go with cream finish anymore because its damaged, the floor had to be ground again.They then committed to fixing it, but for the second time, the stain color didnt match between slabs and they couldnt fix it, and the finish is poor. They said it couldnt be fixed, and they can just try to burnish more.I had to hire another company to restart the whole process, and now I cant have the color or texture that I wanted because of the damage they caused.

  

  Business response

  04/25/2024

  During our initial visit with the customer, we discussed the process for stained concrete and how every concrete pour is different and that there is no one project that will turn out the same as the next.  There are variations in the makeup of each concrete pour even in the same slab.  Each will react differently to the stain and the grind can and will uncover aggregate as we proceed. This concept is so important to the transparency of the process is it notated in our quotes. He mentioned then that not having exposed aggregate was the greater concern and that he understood that the color consistency and depth would be affected accordingly.  As our crew began the work and proceeded to do a lighter grind to expose less aggregate it also uncovered the "scratches" he mentions. These "scratches" are the power trowel marks from the initial pour and finish of the slab, which a more aggressive grind would remove.  They could not be made by our equipment and don't follow the pattern of grinding the equipment would produce.  Our crew explained this to the customer, and it was readdressed during our follow-up visit.  As far as the color patchiness he mentions our crew also explained and we again talked about during our follow up visit this was due to not doing a more aggressive grind to open the floor up fully before applying the stain.  During this process he would continually comment to the crew that he wanted a more consistent color and shinier finish which they continued to explain wouldn't be possible given his preference to not have exposed aggregate.  While the floor was sealed it was not done to the level of rejection, we usually would apply, so we committed to fixing this for him during the follow-up visit.  After retouching on the points discussed during our initial visit, and him bringing up a cream polish finish, we explained that these things could not be combined. Having the appearance of salt and pepper aggregate was the only way to remove the trowel marks he didnt like and get a more uniform and consistent finish on the floor. Once he understood and agreed we created a plan and assured him we wanted to address his concerns and in no way were we trying to walk away from the project or not deliver what was discussed.  He agreed to let us do a more aggressive grind before restaining, resealing and reburnishing the floor.  We redid a smaller set of rooms in the back portion of the basement, he was happy with the outcome, agreed that this was what he was originally going for, so we proceeded.  During this portion of the process, he asked multiple times for us to add more stain to certain areas to darken them causing the color to mismatch across and even within the same section of flooring despite our crews' objections and explanations that this would be the outcome. He called that day, and we told him we were chasing the color through the various areas based on these requests to apply the additional stain and that he needed to let us finish sealing and burnishing the floor. We reminded him of our initial and follow-up discussions about each pour having its own make-up and that part of the beauty of the floor is its make-up and reaction to the process. After we completed the process for a second time, the customer once again wanted to have a higher gloss finish, so we committed to using a different buffer to try to produce a higher gloss shine but our requests to schedule this finish process were not returned.  
  
  

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Facts:
  1- Grinding concrete should not uncover scratches if it was done evenly.  The scratches did not exist before they started the work (I have pictures before they started work and the scratches showed up only after they completed the grinding step).  They also took pictures before they started and I ask them to show these pictures. 
  2- The picture that I attached regarding the stain basically shows one slab with complete different color. It didnt match what was done on the smaller section they did first.  I called and sent pictures that day (March 14) to the 2 managers and they did not address, and texted me we feel like we need to see what it looks like when it is finished and look over the final product.  They only responded on April 5 and said they are not willing to fix.
  3- Although they damaged the top layer of the floor, I gave them multiple opportunities to fix the floor (February 14- April 5) and they were incapable.  I believe they are good people but they just dont have the technical experience to do polished concrete work.  I have attached pictures previously. Last day they worked on the floor was March 14 and they did not attempt to address anything up until April 5 when I told them I am hiring a different company to fix. Then they indicated that they are not willing to fix stain but can only try to burnish more.
  
  Project timelines:
  First attempt
  February 14: Project start date
  February 16: delivering floor with damages, uneven grinding, full of scratches, even duct tape was on the floor and never cleaned, poor stain work.
  
  Second attempt
  February 19: trying to fix the floor and causing further damage because of using hand grinders on certain spots, so the door is uneven.
  February 21: they leave in the middle of the day without finishing any work.
  
  Third attempt:
  Mach 1: I meet with them including the owner, and they said now we can commit to redoing the work but now have to go to salt and pepper finish ( I showed them what other company said that the cream layer is damaged, so I cant have cream finish anymore).
  March 4: I stated that I doubt they are capable of doing this work, but agree to give them another opportunity to do the back room first, and send a list of expectations.
  March 6: they start working on the back room , the work was good.
  March 7: the finish back room and I agree with continuing work with the same quality.
  March 8-14: they continue work on the rest of the basement, they only send one person and now I started sharing concerns of the poor work but they decide to finish anyway. And said we will address when we see do a walk through.
  March 29: sales person checks the floor and said I will get the technical manager to check the floor. I shared my availability to schedule a meeting the technical manager. And they do not respond.
  April 1: I send a text to ask, and no response.
  April 5: I notified them that I am hiring another company to fix the floor.  And they respond that they are not willing to fix, but can just try to burnish more. 
  
  Regards,
  
  *********************
  

  Customer response

  04/29/2024

  Additional pictures attached

  Customer response

  04/29/2024

  Additional pictures attached

  Customer response

  04/30/2024

  Floor before they started work.

  Customer response

  04/30/2024

  Pictures of floor before stating work are attached.

  Customer response

  04/30/2024

  Picture before work is attached.

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