ComplaintsforOrlando Pool Deck Resurfacing

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/16/22 we had Ed S***** of Pool & Spa Svcs of Central FL to provide us a quote for a knock down texture on a new concrete patio 16'x48' for $1728. During our initial conversation we asked Ed to match the texture to our existing concrete patio so when we paint it was a consistent flow. Ed said they could do that. The job was completed on 2/24/22. When the worker was done I noticed that there was some irregularities in the texture. When I asked the worker he didn't speak a lot of English and just said not to walk on it for a few hours. On 2/26/22 my husband and I fully walked the patio and found a lot of irregularities in the texture. I called Ed and explained and he said that the texture needs to set and not to paint until at least Tuesday but originally was told we could paint within 24 hours. Ed insisted that it was a curation issue rather than a workmanship issue as the worker that came out was his best employee to do this. Ed did not come out and inspect when it was done and after calling didn't offer to come out and inspect. Picture #1 is the original texture Ed agreed to match and #2-9are pictures of texture mismatched at various areas of the slab. The entire slab doesn't match itself and doesn't match the original texture we requested.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/01) */ We were hired to do a standard spray knockdown texture on a additional deck section***** had installed. As per signed contract with***** which states "Spray knockdown texture will have various patterns & looks thru out". This was TOTALLY EXPLAINED to***** when we had our initial conversation and she said she understood. We did the texture as requested, once we completed the texture***** signed a "Certificate of Satisfactory Work Completion" form that we use to make sure each customer is satisfied before we collect payment and leave job site, this is signed by each customer after viewing the work and confirming in writing that we met her expectations and she was satisfied. A day or so ago she called me and stated that there was not a pattern so to speak and that some spots were a little flatter than others which is created when it is knocked down, (again no exact pattern as per work agreement/contract). We then hung up, and NOW I see a complaint which totally comes as a surprise, as***** said NOTHING about having a complaint, simply stated that the texture did not have an exact pattern. The texture process and what to expect was totally explained to her by myself and she understood and signed a contract with me to have it completed. I have been doing construction work for over 50 years this is the very first time I have ever had anyone complain about texture, but then I guess I never did work for this person before. Consumer Response /* (3000, 7, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before responding to Mr. S*****'s comments, I wanted to have a second opinion before commenting further. The new company stated that this was a horrible job and not completed correctly which confirms my initial observation. In regard to Mr. S*****'s comments, I am guilty of not fully reading his contract which has a small comment with asterisk that states "spray knock down texture will have various patterns and looks through-out". However, Mr. S***** was hired based on his promise that he would match the existing texture on our lanai. HE DID NOT TELL ME THAT THERE WOULD BE A VARIATION IN PATTERN AND IT WOULD NOT MATCH! And if Mr. S***** wants to go by his contract, the first line on his contract he marked and states "includes prep work of job site including power cleaning of all concrete areas being refinished". Mr. S***** circled yes and his worker did not power clean the deck before applying knock down finish. I would also like to know how Mr. S***** can comment on any of this without inspecting the finished product. I have no doubt that Mr. S***** has completed satisfactory work in the past, however his worker did not do a good job and he did not inspect the final product. The fact that he didn't offer to come out or come up with a resolution tells me all I need to know about this owner and this company. I am going to hire another company to scrape the knockdown finish and re-apply the right way. Business Response /* (4000, 9, 2022/03/08) */ First thing I will say, sorry that customer did not state there was actually an issue, customer called me to ask some questions which I answered, she never once asked if we could redo any of the texture . Their question to me was that she thought there would be a distinct repeating pattern, and once we discussed this we hung up the phone. Customer signed a completion certificate, stating that she had personally inspected the work and found it satisfactory.. We do not take final payment until the customer inspects, approves with their signature. We always warranty all our work for 1 year from date of completion, so if there is an issue (which was not brought up in my previous conversation with customer) I would have immediately set out to resolve. Not sure why a customer would file a Complaint with out first notifying contractor of a problem and asking if we could redo. We will be more than happy to revisit, and resolve issue if there is one to resolve.

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