ComplaintsforSunshine Service Group LLC

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We hired this contractor on 1/31/22 to deliver a "Custom Commercial Grade Garage Epoxy" floor finish. Services were performed on March 9, 10, 13 & 25 of 2022. We paid contractor $2200 plus incurred a $710 repair bill for damage to our garage doors. The business committed but did NOT: (1) procure & use both the quality and quantity of commercial grade products specified in agreement;(2) prepare the surface properly by using specified & necessary professional equipment (specified in our agreement) to both grind off old epoxy finish & steam clean/remove the debris;(3) apply the epoxy, custom flakes and top coat/sealer correctly/properly. Examples: performed work at temperatures below recommended levels (40 vs. ***** degrees), incomplete epoxy coverage of garage floor, clumped the custom flakes and then removed clumps poorly (exposing old finish), transferred product to garage door seals (causing them to later fuse to floor);(4) deliver the "Custom Commercial Grade Garage Epoxy" floor finish requested and specified in our written agreement; and (5) refund our money per his stated "satisfaction guarantee" despite several material, contractual misrepresentations and poor workmanship at every step of the process.Our concerns were dismissed/downplayed throughout the time the initial work was performed (March ****). When temperatures rose (late May/early June), issues arose and were communicated with a request to return to the job site -- the contractor failed to do so. When the garage doors fused to the floor and were ripped from the rails (July 15), the contractor refused to share in the cost and requested additional money to correct the seal issues in the finish coat. When the temperatures moderated to acceptable range, the contractor could not fit us into his schedule for 40 days (Oct 19). When contractor finally returned, he recognized his many failings and recommended a full re-installation. Given the above, we asked for and were refused a refund.

  Business response

  12/12/2022

  There is a lot to unload here so I'll do my best to address every concern that was presented. Before I begin, I would like to state that after viewing the initial complaint details, it is clear that ***** is doing his best to misrepresent the situation. The emails included in the original complaint are arranged in a way that misrepresents the timeline of our email interactions. Please pay attention to the email date and times instead of the order sent in the complaint. I will include the proper order of the emails and responses as well.

  We'll start with the list of things saying that we committed too but did not deliver.

  1 The customer states that the quality and quantity of the product used were incorrect. We advised ***** what products would be used and up to what amount. Our pricing is not determined on quantity of product or what brand. Although we did use the products promised (tile clad) 

  2 We used both our Saphire **** Steam cleaning machines on his floors as well as a industrial powered grinder on the floors

  3 The epoxy was installed in march when the temperature was above the minimum installation requirements (55 degrees Fahrenheit) and below the maximum requirements (110 degrees farenheit) I will include the product sheet.

  4 The epoxy product used is a commercial grade product sold by *******************************

  5 There was no refund offered because the damage done to his garage was his own doing. ***** used a product called xylene on his garage to try and clean the dirt marks forming underneath the garage door.

  ***** was advised to only use a 10/1 water vinegar solution to clean and that we would not be responsible for any damages caused from going outside our recommendations. ***** used a product called Xylene without our advice on the area which immediately weakens and destroys epoxy. It is a product used for the REMOVAL of epoxy surfaces. Using this product immediately Voided our 6 month installation guarantee and any satisfaction guarantee. ***** was advised of this multiple times.

  Customer satisfaction is our #1 concern so we offered to completely redo the garage just as a good faith measure but we can not refund any money because he went outside of our Maintenace advice and destroyed the epoxy underneath his garage. This damage is what led to the epoxy eventually sticking to the bottom of the garage and causing damage. Again sunshine stone sealing is not responsible for any damage done to the garage from ***** not adhering to our Maintenace advice

  In summary this complaint is completely invalid and is only submitted as an attempt to bash the name of this company Since we didn't offer him a refund.

   

  If you look at the receipt, he has clearly added $250 to the price in his own handwriting. The extra $200 was initially a tip for the "amazing job" he said we initially performed.

  Customer response

  12/13/2022

   
  Complaint: 18403992
  
  We are rejecting this response because:  see attached file [titled:  ******* BBB-Rebuttal to Sunshine-20221213.pdf] for a detailed, point-by-point rebuttal to counterclaims by Sunshine Stone Sealing & Steam Cleaning.  Our response include physical documentation that will disprove each and every counterclaim made and fully support our complaint.

  Should this file fail to upload fully or not legible, I would be willing to either drop a hardcopy off at the BBB offices or send a hardcopy via mail / courier service.

  
  Sincerely,
  
  ***** & *************************

  phone:  ************

  email:  ***********************

  Business response

  01/17/2023

  I've attached further emails Accurately describing the events as they Unfolded. The customer used acids, xylene, and other chemicals that were not recommended to be used on the epoxy floors. It was made clear to the customer that using these chemicals would damage the floors and void any type of guarantee or warrantee that was provided.

  The customer failed to accurately report and read the weather of the area the date the Epoxy was installed. I've included the correct weather report for the customers address, As well as another copy of the product sheet that states the temp needs to be above 55 for 3-6 hours after installation. The floor was installed at 10 am and stayed well within the recommended range for the next 3-6 hours. 

  Sunshine Stone Sealing Still Stands behind our offer to re epoxy the surface for the sincere purpose of seeking customer satisfaction. Any monetary refund will not be provided because sunshine stone sealing (as stated to the customer) is not responsible for any garage door damage and any floor damage, or tackiness, due to the negligence of the customer.

  Customer response

  01/17/2023

   
  Complaint: ********
  
  I am rejecting the owners two partial/incomplete responses and his latest claims (ex. his generic, non-geo coded weather report vs. mine) to either of my two, extensive, well-documented replies (attached again here)outline.
  
  The owner either has consistently and completely ignored my numerous,bulleted claims, or attempted to deflect attention from my fact-based claims by offering hearsay rather than full/complete documentation (e.g., ******************************* purchase receipts, full emails v. partial/excerpts from emails, a random weather report, made assessments on the care of my floor without returning to the job-site).
  
  Further, the owner has yet to (in full or in part) provide solid documentation that refute any of my documented claims or to adequately support his counter-claims.  I have provided ample documentation that successfully rebuts each of the owner's claims &counterclaims; provided irrefutable documentation that support my claims or contradicts the owner's arguments and counter-arguments; and provided or made available full email chains (not excerpts), some (but not all) pictures, eye-witnesses,etc. that support my claim.
  
  As stated in my last (second) response, I simultaneously filed a complaint with the ************ Contractors (****) on the same day (11/14/22) as this BBB Claim # ********. Effective 12/14/22, the **** ruled on my Complaint (**** # ********) and issued ************************* / Sunshine Stone Sealing both a Citation and Administrative Fine in support of my complaint.  As of this morning (1/17/22), neither ************************* nor Sunshine Stone Sealing &Steam Cleaning have yet to respond to the **** or pay the fine.
  
  I respectfully ask that both my original and rebuttable claims (pdf attachments) be revisited by the BBB and that the BBB determine whether my claims either stand on their own based on the information provided, OR whether the BBB would like a meeting (to collect eye-witness testimony, additional pictures,other emails/phone records/texts).
  
  Thank you.
  
  *************************
  ***************************************************************************
  Phone ************
  Email: ********************

  Business response

  01/30/2023

  Sunshine Stone Sealing has not received any communications from the NSCB 

  At this point, I ask that whoever is reading and reviewing this to check the weather for 3/9/2022 for the address in question (**** ******************, *****) Because the service we used was the same as any other weather service checked.

  I'd also like to point out that ************* and Nextdoor have chosen to remove any reviews or posts by ************************* due to the consistent inaccuracies, and obvious attempted slander.

  ***** claims that our counterclaims are false but provides no real evidence to dispute my claims. He does not even make any mention or attempt to dispute his use of the chemicals that damaged his floors. He even admits to not holding us responsible for the garage doors failing before his submission of this complaint.

  ***** has clearly stated used Xylene, Muriatic acid on his floors, Voiding any type of guarantee that we might provide. After the miscommunication we still offered to redo the entire floor at no cost. There is obvious attempt to slander the name of this business with nothing but False accusations and empty stipulations.

  Customer response

  01/31/2023

   
  Complaint: 18403992
  
  I / we reject **************** / Sunshine Stone Sealings as patently false and unproven by the facts/documentation already submitted to the BBB by both the Customer and the Business. 
  
  As to **************** most recent storyline submitted this week,here is our point-by-point rebuttable:
  
  The ************ ***************** (****) has indeed ruled in this matter.  I have physical copies of their ruling should the BBB wish to bring us together for final mediation.  Alternatively, the BBB and ************** need only contact the **** directly, ask for ********************* (Criminal Investigator) and reference Citation # ********.  ************** has been specifically called out by the **** for operating without the proper license; has been ordered to Cease & Desist all advertising, bidding and work; pay a $3,800 Fine; and go about securing the proper State-issued Contractors License (not a business license) before resuming business.  We cannot explain why ************** fails to reply to **** voice mail messages and **** mail, however, ************** and the BBB may contact the **** directly to validate each of these points. 
  
  I/we have provided the weather report for our street address / zip code in the documentation package submitted and labelled ******* BBB-Rebuttal to Sunshine-20221213.  ************* / Sunshine Stone Sealing provided a generic weather report without zip /geo code.
  
  My / our post on NextDoor.com remains active see here, ****************************************************************************************************************************************************************************************; roughly 4-6 posts down under Recommendations.  Sunshine Stone Sealing does not have a ****** page (only Sunshine Cleaning) that he has claimed in his last communication.  As for Yelp, ************* was able to convince **** that I tried to extort money from him as opposed to seeking a refund the BBB need only review my last two emails (included in my package submitted and labelled ******* BBB-Rebuttal to Sunshine-20221213) and make its own assessment.  Yelp has instead decided to err on the side of the business (that is paying for their Yelp listing).  Slander has never entered the equation as all claims made are truthful and backed by solid documentation (copies included in both packages ******* BBB Complaint on Sunshine Stone Sealing on 11/14/2022 and ******* BBB-Rebuttal to Sunshine-20221213 on 12/13/2022).  As such, slander has not nor has ever occurred and we have consistently been respectful in all our direct and indirect communications toward ************** and Sunshine Stone Sealing.
  
  Each of my claims and counterclaims (to ************** / Sunshine Stone Sealing) were / have been fully supported by documentation via two (2)extensive sets of documentation (57 pages in total) see packages previously submitted and labelled ******* BBB Complaint on Sunshine Stone Sealing on 11/14/2022 and ******* BBB-Rebuttal to Sunshine-20221213 on 12/13/2022.  I have also offered to provide (1) additional photos not all shared due to BBB file upload limitations; (2) eye witness testimony and/or an affidavit of neighbors immediately across the street and immediately next door to my home that observed ************** during the course of his work on my property, the conditions at each stage of the work process, and following completion of the work done by Sunshine as well as my/our strict adherence to care/maintenance instructions;and (3) phone/text records showing extensive customer initiatedcommunications to ***************   ************** has continued to change his story both prior to and following my Complaints to the BBB and the ************ *****************.  ************** has failed to provide full emails and/or email streams rather selective extracts of select emails with his own non-supported narratives and claims that are unsupported by his documentation.  Most notable, ************** has not provided us (either me or the BBB) with his purchase receipts (for specific ******************************* product names, grades and quantities) that are outlined precisely in his upfront contractual commitment as well as his ongoing email/verbal claims. 
  
  In yet another example (of many) of **************** numerous false narratives and selective email extractions I did offer to waive the garage door repairs of $710 with the stipulation that he refund the full $2200 I/we paid to him (for extremely poor-quality work) without my having to pursue the matter further through the BBB, the ************ *****************, and Small Claims court.  Given that ************** chose not to work with us and/or mediate, I am indeed seeking $710 in repair bills as well as $1200 for the temporary fix performed by another properly licensed contractor (see also that contractors upfront assessment on the work performed by ************** in the 12/13/2022 package).  The grand total that I am now seeking and will pursue via judicial proceedings is $4100 ($2200 to Sunshine plus $710 to A-1 Garage plus $1200 to Restore The Floor) as ************** / Sunshine Stone Sealing has caused major disruption and time/expense to our lives.
  
  Unlike myself (the Customer / Complainant), ************** has NOT provided complete documentation (including his purchase receipts, full emails / email chains, pictures, etc.).  One of the major points (the absence of his business purchase receipts from *******************************) is an obvious omission that ************** has continued to dodge in all his replies.  These business product purchase receipts (from *******************************) should resolve three (3) of the nearly one dozen fact-based, fully supported claims that we / Customer have made.   As yet another example of *************** other false narrative and evolving story lines, I have indeed provided my ******************************* purchase receipt showing the Xylene product was purchased on 7/16/22, the day after the garage doors were repaired by A-******** on 7/15/2022 (see package submitted on 12/13/22). Therefore, it is impossible that the Xylene was the root cause of the repair; rather, as noted by the properly licensed contractor (Restore-The-Floor) noted, the initial epoxy and sealer coats were prepped and applied improperly.   We have consistently followed **************** maintenance & care instructions never altering the 10:1 ratio of Water : Vinegar guidance we received.  Longstanding neighbors are also willing/able to attest to my / the customers attention to detail and strict adherence to professional care instructions.
  
  ************** expressly acknowledged his failings (at each stage of the garage floor refinishing process) and offered (both verbally on 10/19/22 and in writing on 10/26/2022, copies in packages) to completely refinish / redo the entire project.  Given the disastrous results in March of 2022 and the pain/suffering that followed over the next 7 months, we instead asked for a full refund per his Satisfaction Guarantee.   Based on **************** / Sunshine Stone Sealings poor work performance and many mis-representations in his both his written contract and his follow-up email communications (included in our two packages), we do not / did not wish to expose ourselves to further damage by him return to perform unlicensed and poor-quality work.
  
  Based on these points and extensive (57 pages of)documentation (excluding ********************), we believe that the BBB should issue a rating that reflects the unlicensed activities, untruthful/unsupported claims, and unprofessional,non-workmanlike performances by ************** and Sunshine Stone Sealing.
  

  Respectfully,

  ***** & *************************

  copies:  packages re-attached from both 11/14/2022 and 12/13/2022

  Business response

  02/13/2023

  ***** is failing to address the use of acids including muriatic acid as well as the xylene back on June 3rd 2022 which is way before his receipts that claim to show he conveniently purchased the xylene after the doors were repaired. 

  This purchase receipt of his shows no proof of merit to his claim. He could have purchased the product at any time, this customer has put a lot of energy and effort into not taking responsibility for the destruction of the epoxy under his garage floors. 

  The weather report I provided was for his address, I again urge the moderator to view the report for themselves based on the address provided. The temperature of the epoxy claim based on the cure time can also be proved to be moot. If one was to refer to the product sheet for the Epoxy provided, one would find that although the temperature was above 55 degrees Fahrenheit when applied, a drop below *************************************************************************** temperature. ***** would have had issues with curing immediately, not months after the job was completed. The issue arose once he cleaned the area with the wrong products.

  There is another failure on his part to address the fact that his reviews have been removed from ************* and He attempted to spam his slanderous posts on nextdoor and had had all duplicate posts removed and is under review by nextdoor for his current remaining post. 

  We will not refund any dollar amount and refuse to do any work in his home base on his slanderous and harassing behavior. 

  Customer response

  02/14/2023

   
  Complaint: 18403992
  
  I am rejecting this response - see full explanation on the attached file "BBB - 4th Rejection of Sunshine Stone Sealing Response, 20230214".

  I respectfully request that the Better Business Bureau make review all our (the complainant) and Sunshine (the business) submissions/documentation and make a determination.   This complaint was originally filed on 11/14/2022 (roughly 90 days ago).  This response represents my fourth rejection of the statements made by ************************* and Sunshine Stone Sealing & Steam Cleaning. 

  We (the Complainants) have provided extensive and complete documentation (some 70 pages including ********************, full emails, original contract, copies of payments, repair & remediation bills, pictures, and offers for phone/text records, eye witness testimony/affidavits, additional pictures, etc.).  We (the Complainants) believe that we have overwhelming evidence that ************************* / Sunshine Stone Sealing failed to honor the terms of our contract by (a) not performing promised services, (b) not performing services in a workmanlike, professional manner, and (c) not delivering the Brand, Quality and Quantity of materials specified in our contract and follow-up communications.  As such, we believe that Sunshine Stone Sealing warrants a negative rating by the BBB.  Thank you.

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

  Customer response

  02/24/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

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

  Business response

  03/09/2023

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********,  and find that arbitration is necessary.

   

*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. ↩