ComplaintsforConcrete Polishing & Sealing Ltd.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Concrete Polishing & Sealing proposal 21-031, Apr 1, 2021. There were two components to their work on the basement level of our spa facility. The first was to overlay a previously finished section of floor. After one redo and proper clean-up, the finished floor coating was satisfactory. The second component involved sealing and coating a smaller bare concrete floor in our pool/shower area. The coating process started from bare concrete and required the application of several layers of material. This work was done in May 2021. Unfortunately, the floor finish and clean up were unsatisfactory. The clean-up in the pool area has not been completed despite numerous calls, emails and on-site meetings. There are still stains on the tile around the base of our plunge pool. Secondly, the top flooring layer was to have a slip-resistant coating to reduce slipping on the wet floor around the pool. Any grit added by the contractor was not adequate and we have had to add our own grip tape to make sure the floors are slip-resistant. Thirdly, almost immediately following the final layer application, a wavy appearance was evident. Then small bubbles or blisters began to appear all over the floor. This was reported to the contractor. At an on-site meeting in June 2021, the contractor argued that “hydrostatic pressure” from underneath must have caused the bubbles. The contractor said the concrete had been tested for moisture before the application and this should have confirmed whether any extra treatment would be required before applying the floor covering. Our research, input from a flooring specialist and the material supplier indicate that product or improper application likely caused the bubbles. Architect's deficiency report - Bubbles and Paint Chipping on flooring; incorrect method or finish applied causing issue. To date, the contractor has refused to do a proper clean up or correct the bubbling. They have offered $300 to go towards cleaning. They were paid over $9000.

  Business response

  23/11/2022

  Mr. *******,
  
  We appreciate your feedback and understand your frustration, looking to identify the party responsible for this unfortunate outcome. 
  We'd like to take this opportunity to clarify a few points and provide an update on the situation.
  
  We have conducted a thorough review of this project to better understand what occurred and how we can avoid this outcome in the future. Following numerous site visits, test samples, in-depth analyses and discussions with the product manufacturer, ****************, regarding the possible cause for the epoxy bubbles, we believe that the problem lies within the concrete slab itself, rather than with the method of installation.
  
  The most likely explanation is that the area in question's location in close proximity to the shower stalls / water fixtures / pool area caused an excess accumulation of hydrostatic pressure, resulting in the epoxy being pushed up and thus, creating the bubbles.
  
  Had there been any errors in the installation process itself, you would’ve witnessed this defect in other areas of your facility, as we had applied the exact same epoxy and technique throughout. That said, it appears that no other areas have been affected  — not the guest rooms or the corridor, nor in the kitchen or the medical cabinets.
  
  Therefore, neither our company, nor the epoxy supplier could be held responsible for the product de-bonding in this particular area.
  
  Regarding the cement residues on the ceramic tiles, we'd like to clarify that the residues at the base of the pool resulted from the tile placement and grout installation work, which was carried out by your general contractor long before our company ever started any of our work.
  That was noticed by and discussed with your general contractor when we cleaned the wooden wall in the sauna.
  
  
  We hope this provides more clarity.

  Customer response

  01/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
   Although we appreciate your response, you continue to ignore important facts and your “update” provides no indication as to what you intend to do to rectify the issues.
  Concrete Polishing and Sealing is the only contractor involved in the application of floor coating in our pool area and entirely responsible for floor preparation, installation of the layers of coating as specified in your proposal and clean up afterward.
  You have not shared any additional “analysis” or the results of any “test samples” with us. A ***************** representative has not been on site to see the problem first hand.
  The facilities in the pool area were not in use immediately prior to, during or after your work or before the bubbling became evident. Therefore, these facilities could not have contributed to the bubbling.
  Furthermore, “hydrostatic pressure” could not be the cause. As I am sure you know, hydro static pressure is the constant pressure exerted by standing (“static”) water (“hydro”). It can be caused by floods, excess rainfall, foundations or basement walls built fully or partially below the water table. The water table is well below the concrete floor in our pool area as confirmed when the plunge pool was excavated to about four feet below the concrete floor.
  You state that you “had applied the exact same epoxy and technique throughout.” However, the pool area was done at a different time, your own proposal described a different process with extra epoxy layering for the pool area and the pool area was bare concrete while the other areas you coated had already been sealed and coated by another contractor. 
  Your epoxy residue on our plunge pool tile was carelessly splashed on by your crew and should have been cleaned immediately after your coating application. Your work was done after the cement and tile/ grout were installed.
  In conclusion, we stand behind the facts stated in our complaint. We believe it is entirely reasonable to expect that you would clean the stains left on our pool tile by your crew and either redo the pool area floor or provide us with a refund so we can arrange to have it done.  
  
  Sincerely,
  
  ****** *******

  Business response

  09/12/2022

  Complaint: ********
  Although we appreciate your response, you continue to ignore important facts and your “update” provides no
  indication as to what you intend to do to rectify the issues.
  Concrete Polishing and Sealing is the only contractor involved in the application of floor coating in our pool area
  and entirely responsible for floor preparation, installation of the layers of coating as specified in your proposal and
  clean up afterward.
  ----------------------
  Our company was in contractual obligation to provide concrete surface preparation and installation of
  epoxy coating. This work was carried out in professional manner with strict compliance to installation
  instructions and technical data sheet and completed as agreed.
  However we were not responsible for excess moisture within the slab, leaking pipes, in-slab connection
  between pool, shower stalls and water main.
  ----------------------
  You have not shared any additional “analysis” or the results of any “test samples” with us. A *****************
  representative has not been on site to see the problem first hand.
  ----------------------
  Epoxy manufacturer was informed about complaint and did not find deviation from surface preparation
  and application of the coating.
  --------------------
  The facilities in the pool area were not in use immediately prior to, during or after your work or before the bubbling
  became evident. Therefore, these facilities could not have contributed to the bubbling.
  --------------------
  ******* *** may or may not use the pool and shower areas, we are not aware about it. However it was
  irrelevant to the question as the high moisture level within the slab could be the cause of the problem.
  --------------------
  Furthermore, “hydrostatic pressure” could not be the cause. As I am sure you know, hydro static pressure is the
  constant pressure exerted by standing (“static”) water (“hydro”). It can be caused by floods, excess rainfall,
  foundations or basement walls built fully or partially below the water table. The water table is well below the
  concrete floor in our pool area as confirmed when the plunge pool was excavated to about four feet below the
  concrete floor.
  ---------------------
  Hydrostatic pressure is a force that acts on a coating through the movement of water or water vapor in
  the slab. Typically this pressure is caused by a moisture source close to the bottom of the slab, which,
  in the absence of an effective moisture barrier below, sees water rise through the pores in the
  concrete. This migration becomes a problem in a coating sense when it becomes trapped beneath an
  impermeable film sitting on the surface, at which point the buildup of pressure can be sufficient to
  blow sections off or cause other forms of damage like blisters.
  You state that you “had applied the exact same epoxy and technique throughout.” However, the pool area was
  done at a different time, your own proposal described a different process with extra epoxy layering for the pool
  area and the pool area was bare concrete while the other areas you coated had already been sealed and coated by
  another contractor.
  ------------------------------
  This statement is incorrect. Contracted work was carried out from May till Jun 2021.
  Work thorough entire facility was done with the same equipment, materials and craftsmanship. We
  believe that the blistering of specific isolated area related to the slab problems beyond our control.
  -----------------------------
  Your epoxy residue on our plunge pool tile was carelessly splashed on by your crew and should have been cleaned
  immediately after your coating application. Your work was done after the cement and tile/ grout were installed.-----
  ------------------------
  We cannot be responsible to clean up cement grout residues left from ceramic walls tiles installation
  done by others.
  
  

  Customer response

  16/12/2022

   
  Complaint: ******** 
  Although we appreciate your response, you continue to ignore important facts and your “update” provides no indication as to what you intend to do to rectify the issues. Concrete Polishing and Sealing is the only contractor involved in the application of floor coating in our pool area and entirely responsible for floor preparation, installation of the layers of coating as specified in your proposal and clean up afterward. ---------------------- 
  Our company was in contractual obligation to provide concrete surface preparation and installation of epoxy coating. This work was carried out in professional manner with strict compliance to installation instructions and technical data sheet and completed as agreed. However we were not responsible for excess moisture within the slab, leaking pipes, in-slab connection between pool, shower stalls and water main. ----------------------
  There were no leaking pipes. Any moisture in the slab just prior to application should have been detected by Concrete Polishing and Sealing testing. Was this testing done as stated and what were the test results? 
  You have not shared any additional “analysis” or the results of any “test samples” with us. A ***************s representative has not been on site to see the problem first hand. ----------------------
  Epoxy manufacturer was informed about complaint and did not find deviation from surface preparation and application of the coating. -------------------- 
  The manufacture’s representative was not present when the surface was prepared, epoxy was mixed nor  when it was applied. He has never been on site.
  The facilities in the pool area were not in use immediately prior to, during or after your work or before the bubbling became evident. Therefore, these facilities could not have contributed to the bubbling. --------------------
   ******* *** may or may not use the pool and shower areas, we are not aware about it. However it was irrelevant to the question as the high moisture level within the slab could be the cause of the problem. –
  Did Concrete Polishing and Sealing measure the moisture level in the slab as is normal practice? Mixing too aggressively or applying the epoxy too thickly could also cause bubbling.------------------ 
  Furthermore, “hydrostatic pressure” could not be the cause. As I am sure you know, hydro static pressure is the constant pressure exerted by standing (“static”) water (“hydro”). It can be caused by floods, excess rainfall, foundations or basement walls built fully or partially below the water table. The water table is well below the concrete floor in our pool area as confirmed when the plunge pool was excavated to about four feet below the concrete floor. --------------------- 
  Hydrostatic pressure is a force that acts on a coating through the movement of water or water vapor in the slab. Typically this pressure is caused by a moisture source close to the bottom of the slab, which, in the absence of an effective moisture barrier below, sees water rise through the pores in the concrete. This migration becomes a problem in a coating sense when it becomes trapped beneath an impermeable film sitting on the surface, at which point the buildup of pressure can be sufficient to blow sections off or cause other forms of damage like blisters. 
  There is an effective moisture barrier below the slab. This was verified and inspected by an engineering firm when the plunge pool was installed. Any moisture in the concrete slab should have been detected when the surface was prepared by Concrete Polishing and Sealing.
  You state that you “had applied the exact same epoxy and technique throughout.” However, the pool area was done at a different time, your own proposal described a different process with extra epoxy layering for the pool area and the pool area was bare concrete while the other areas you coated had already been sealed and coated by another contractor. ------------------------------
  This statement is incorrect. Contracted work was carried out from May till Jun 2021. Work thorough entire facility was done with the same equipment, materials and craftsmanship. We believe that the blistering of specific isolated area related to the slab problems beyond our control. ----------------------------
  Please note specific differences for the pool area as listed in Concrete Polishing and Sealing proposal of April 1, 2021. The pool area was bare concrete and different materials were used – epoxy and polyurethane top coat in the pool area vs polyurethane top coat only in other areas. Both sections were done in the month of May but at different times and more steps in the process for the pool area.
  Your epoxy residue on our plunge pool tile was carelessly splashed on by your crew and should have been cleaned immediately after your coating application. Your work was done after the cement and tile/ grout were installed.----- ------------------------ 
  We cannot be responsible to clean up cement grout residues left from ceramic walls tiles installation done by others.
  We only expect epoxy/ polyurethane stains to be removed. 
  
  

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