ComplaintsforCreative Resurfacing Solutions, Inc.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The driveway has bee resurfaced 12/2021 . A few months later it started to show cracks on different areas.It took months for the field manager *********************** (Who do not return messages or phone calls) to finally send somebody to repair the driveway.A couple of month later another area looked bad. Same story, messages, phone calls, finally after talking to the office and explained how upset we were .**** called back and sent an estimate for $700. !!I immediately reacted to this unfair offer . He was going to talk to the owner and let me know. This was 2 weeks ago. I tried since to get an up date on the decision with no result.By the way we never received any receipt for all the payments made to Creative Resurfacing Co (Total $10,451.05 )

  

  Business response

  10/24/2023

  Meeting with customer scheduled for October 30. ********************** will respond after the meeting. 

  

  Business response

  01/30/2024

  All issues have been resolved.

  Customer response

  01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Creative Solutions originally initiated work on my driveway in May of 2019 consisting of repair and painting with an antique finish which I was told they could do and match to the original. I do give them credit that they have returned a few times since there have been numerous problems with inconsistent color, blotchy appearance and bubbles that occurred and popped after the driveway set up. This last time I contacted them 10/17/22 and sent pictures they said it looked like it was a pressure wash problem. The driveway has not been pressure washed and they said they would send someone out, which they did. They then informed me that there was another product used on the driveway. Creative Solutions is the only company that has done anything on the driveway and all issues are the result of what they have done. As stated the color is inconsistent and blotchy and areas have popped bubbles. I am requesting that they return, sand blast and redo the antique finish matching the existing house trim. My neighbor 2 houses down has the same style driveway and had his driveway done, the paint is consistent with antique accents and looks great.

  

  Business response

  11/04/2022

  More than three years after job was completed the Customer complained about a stain on his driveway. CRS inspected the stain on 10/18/22 and determined that (1) the stain was clearly not caused by CRS (photo attached) and (2) the job was well outside of the warranty period. Customer's claim for warranty covered repairs was denied. 

  Customer response

  11/04/2022

   
  Complaint: 18315611
  
  I am rejecting this response because:
  I totally reject this response, as stated the driveway was initially done 3 years ago however as my pictures show it was never done correctly and is blotchy, there is no consistent color and has popped bubbles showing the undersurface. The company was aware of this and representatives who viewed the driveway agreed and tried to correct, most recently the following occurred. Representative ****** was at the house 2/27/21, ***** 3/29/21, ***** 5/20/21. In each instance the driveway was not blended in. This time frame is certainly within the warranty period and this company is the only company that has touched this driveway. If this company is unwilling to repair this driveway I would appreciate a refund of $2,500.00 so that I can get it done correctly to its original state.
  Sincerely,
  
  *******************

• Initial Complaint

  09/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contracted Creative Resurfacing Solutions to resurface my concrete pool deck. They used an epoxy flake application that had a high gloss and smooth finish. My first concern was that it would be slippery when wet. I was told they would mix-in a grip additive. Overall, this product ended up being applied unprofessionally and is dangerous when wet. I've had people slip and fall. The pool coping surface is unsafe as it is very rough resulting in people cutting themselves. They left a mess and I had to: have my pool drained and acid washed, hire a landscaper to remove all construction debris from landscaping, and I personally spent four hours pressure washing the paint flakes off patio tiles. They also allowed paint flakes to get into the canal behind our house. Finally, they offered to do a one-time repair if I signed a release/non-disclosure, I said no thank you. I assume they made the offer in order to prevent me from sharing my experience on-line and with the BBB.

  

  Business response

  10/18/2021

  Business Response /* (1000, 7, 2021/09/22) */ Customer signed a contract on October 13, 2020 for a flake pool deck. He was informed at that time that the cracks in his pool deck would likely reappear on a flake deck system and that he should choose our Pacific Stone system which incorporates the cracks into the design. The customer refused to take our advice and insisted that he would accept the risk of the cracks returning. His contract states "Warranty excludes surface cracking or delamination caused by cracking or movement in the customers slab." The customer's job was installed on November 16, 2020. A small amount of flake blew into the canal which was unavoidable and inconsequential. Customer had a minor punch-out issue with the coping which was addressed. Customer was totally satisfied and paid in full shortly thereafter. Over 8 months later, in August of 2021, customer complained that a crack had reappeared in his deck. No mention was made of any other problem. We reminded him of the conversation with our sales manager about him accepting such risk and our advice to use a different system. We also reminded him that the contract excludes any warranty for cracking. Despite having no legal or moral obligation to do anything, we offered him a free one-time crack repair as an accommodation. Customer now realizes that he has no basis for a complaint for a deck crack and has apparently substituted new claims. The installation issues he now raises were either completely satisfied 8 months ago or were never raised at all. For over 11 years our employees have dealt with our customers fairly and with respect. We have consistently maintained an A+ rating with thousands of satisfied customers over all of Florida. Under these circumstances we will offer no further accommodation. Consumer Response /* (3000, 9, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Disappointed but not surprised. Creative Resurfacing Solutions response is evidence that they do not listen to their customers. My BBB complaint did not mention anything about cracking. Also, no one "advised" me to choose the "Pacific Stone system" nor was there any language to that effect in the contract. The main goal for the salesperson at the time was getting a signed contract. The flake pool deck was installed in the winter and then the pandemic hit soon after. We used our pool for the first time in the summer of 2021, hence the delay in finding out how dangerous the surface was when wet. I'm convinced that this would have been a non-issue had CRS added the correct proportion of grip additive prior to application, something CRS failed to address in their response. Also, the poorly surfaced pool coping was hard to miss when in the pool and the "minor punch-out issue with the coping which was addressed" as stated by CRS never happened. CRS also failed to address the added time and cost in cleaning up their mess after completion. Finally, one point of thanks. Thank you CRS for admitting in writing that you polluted our waterway. The Florida Department of Environmental Protection will be receiving a copy of your BBB response in addition to my photos. My photos will prevail vs. your flippant response of "A small amount of flake blew into the canal which was unavoidable and inconsequential". I recently had a diver clean the bottom of our boat and I had him check the canal floor and the silt is loaded with paint chips. It now makes sense why you charged me for additional paint flakes outside of our contractual agreement because you "underestimated" materials.

*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. ↩