Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 4, 2023, we contracted with the vendor to repair the decking around our pool with an estimated completion date of 4 to 5 weeks to "Grind, clean, and incorporate appox. 25 LF of cracked concrete" After a substantial wait and excuses, e.g., there seemed always to be a few jobs ahead of us, and other higher priority work, the job was finally begun in November of 2023, when were away for the holidays. When we received an electronic invoice for the balance due for the job, I contacted the vendor to confirm that all the work had been completed and they said yes, so we sent our final payment. When we arrived home and noted only about one third of the 25' of cracks had been repaired, we contacted the vendor in January they said they would take care of it, which to date, May 2, 2024, they haven't. We have asked them for a completion date, and they will not commit to one, nor will they consider a partial refund of our payment so we can hire a different vendor to finish the work.

  Business Response

  Date: 05/03/2024

  This customer wanted something done that we normally do not do. We fill the cracks that were originally placed in the grout joints. That's how the contract reads. We did what was written on his paperwork. When he got home he said he wanted the cracks that were not originally there Cut and filled. That is not how we do these jobs. We will measure the cracks against what we did fill and refund for the ones we did not as we do not wish to do anymore work for this individual after he made a threat over the phone. Our salesman will be in contact. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21657695
  
  Sincerely,
  
  ********************* - I am rejecting this response because:  The respondent is disingenuous and disrespectful in his reply.  Firstly the contract clearly states that 25 linear feet of cracks would be repaired, cracks that existed when the estimate was provided and examined by the estimator, they choose to repair only the easiest 7 feet.  This fact is supported in the email attachments where they acknowledged their misunderstanding of the repair and promised to complete it.   Secondly, I invite the respondent to support his assertion that there was a telephone conversation in which I was disrespectful.  I am a professional and do not approve of personal attacks by or against anyone.  This business is why we need the Better Business Bureau to protect consumers from deceptive abuse of consumers.  
  

  Business Response

  Date: 05/06/2024

  I gave my response alread and will again i guess. The estinator made an error. We do not fill the cracks that appeared through the pattern as there is no way of coloring it and you would not be happy. We fill the cracks that were originally placed into the grout joints so that we can color them as we did. Again we do not fill the ones through the stone pattern because we can not color them to match and will stand out more and look worse than they are. It's in our contract under the other. "In most cases cracked decorative concrete will be in the form of a hairline Crack and should be left alone whenever possible or repairs can draw more attention to the cracked area"  We don't fill those. Our sales person will measure the cracks filled and subtract the cost of the ones we can not fill. 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21657695
  
  I am rejecting this response because:  Although the respondent admitted their error in estimating the contracted work, their response includes a factual error related to the contracted agreement that was approved, specifically, there is no mention of cracks being left alone for appearances sake in the copy of my contract.  However, I can appreciate their statement that they are unable to complete that section of the contract.  Therefore, I am willing to accept a partial refund of $864.00, if received by May 20, 2024.  This amount is based on the two-thirds of the crack repair section of the contract.  I also appreciate that in most their recent response the respondent refrained from any further defamatory and libelous statements regarding telephonic "threats" that were allegedly made by me.  I look forward to ending this matter in a professional manner. Thank you for your assistance, it is greatly appreciated.
  Sincerely,

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

  Business Response

  Date: 05/09/2024

  We decline your request. *** charged you $5.00 a foot to fill cracks. Charged you for 25 feet. You claim we only filled 9 feet. That 9 feet was all that we were able to fill in the grout joints. Therefore that leaves 16 feet of cracks that were through the pattern that could not be filled. 16ftX5=$80.00. You will be receiving a check for $80.00 dollars for the cracks we could not fill and not a dollar more.  We finished and completed everything else per contract. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21657695t
  I am rejecting this response because:  The offer of $80 is grossly insufficient to compensate for the contracted crack repair work that the contractor has refused to honor.  We paid this vendor $1,300 to repair 25 feet of cracks, additionally even the repair work that was completed by the contractor is cosmetically less than satisfactory - see attached picture.  Therefore, we have decided to reject this attempt to settle this matter for the De minimis amount offered.  Our previous settlement offer will expire May 20, 2024, and if not settled by then we hope the vendor will agree to arbitration/mediation bring this matter to a satisfactory conclusion.

  Sincerely
  

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

• Initial Complaint

  Date:04/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed contract with Charlotte County Painting & Resurfacing on June 22, 2023, for resurfacing of pool deck and lanai with a deposit of $645 (total cost of project is $6,345). Projected start week was "late December". Had I known at the time of signing the contract in June that the project would not be started in "late December" and had known the subsequent changing of start dates six (6) times, I would have canceled the contract within the three days stipulated in the contract. Since the projected start week of "late December" was not met, it is a breach of contract. On March 8, 2024, the owner offered to refund $325.00 of the $645.00 deposit. I declined his offer. Said he paid a commission to the "salesman". I never interacted with a salesman - I called the company for an estimate. The man came out to do the pool deck and lanai measurements and subsequently identified himself as an "estimator". During the nine (9) months communicating with the estimator regarding the ever-changing project start dates, I was told by him at one time that it would not be a problem getting my deposit back when I asked for the deposit to be returned. He stated that it usually takes 2 weeks to receive the deposit refund. I relied on the "late December" projected start week when I signed the contract and the constant changing of the start dates was unacceptable. I want the full deposit returned.

  Business Response

  Date: 04/10/2024

  I spoke with the ***** in March when she called me. She asked when she was being started. I advised that she was on the schedule for the next week. She said forget it that she wanted to cancel. I told her that was fine. She said she wanted her deposit back. I advised her that she signed a contract with us and that after 3 days it's non refundable. It's ****** states that in our contracts. I told her why are you canceling now when you are starting in 3 days. She said because we moved her date in the past. I told her we give a projected start date due to weather and unforseen circumstances. She had her attorney call me. I told him after subtracting our salesman pay and fees we could give her $325 back. He said she declined the offer and that he was closing his file with her. Again it's a nonrefundable deposit after 3 days. States on our contract. And start dates are projected because of unforseen circumstances and weather. 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21546280
  
  I am rejecting this response because:
  

  1. I called the owner on March 18 and asked for my deposit to be returned not when I was being started. His statement is not true.
  
  2. I had been told 7 different start dates hard to believe I was on the schedule for the next week when I had been on the schedule 7 different times in the last 9 months. Also, the last date I got from the estimator was March 20th so according to the owner, it was changed to next week once again.
  

  3. I relied on the late December *********************************************************************************************** fact, the estimator told me he wouldn't be surprised if the job was done around Thanksgiving. I have a text message from the estimator stating it would be no problem to get a refund, that it usually takes about 2 weeks. I scheduled appointments even surgery around the numerous start dates. It's questionable that a start date could not be found within the six months after signing the contract and certainly in 9 months. I can only guess the reason that I am not getting a refund is that I am a female and a senior. Other complaints against this company has resulted in the deposits being returned.
  
  4. I did not have an attorney call him. The person was from the Attorney General's Seniors vs. Crime Program, which helps consumers resolve individual disputes. When I refused the owner's insulting offer to refund half of my deposit, the person closed his file since the dispute was not resolved. The ************************* has referred my complaint against Charlotte County Painting and ************* **** to several different agencies.
  
  5. I did not have any interactions with a salesman - only an estimator. I called for an estimate for the resurfacing of the pool enclosure deck and the lanai. There was no salesman.
  
  6. Again, had I known at the time of signing the contract that the stated Project Start Week of late December was not accurate and that the start dates would be changed 6 more times, I would have canceled the contract after 3 days. Apparently the company schedules projects 6 months out so the contract can't be canceled in the 3 day grace ****** noted in the contract.
  
  7. Since the owner did not meet the stated time frame in the contract, the owner has breached the contract and needs to refund the full deposit. The deposit was a little over 10% of the cost for the project. Project was not started as stated in the contract.   

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

  Business Response

  Date: 04/11/2024

  The customer paid $11 over her deposit, if she would like that back we can send her a refund for $11. Not one single person has ever complained and that had resulted in us giving them their deposit back after the 3 day cancellation period. Actually, when people behave like this and threaten us with attorneys, we definitely do not want to break our company's cancellation policy. It is ridiculous to suggested that we would discriminate against women or anyone else for that matter. For your information a minor woman is writing this write now and owns half of this business! We told the customer she was on the schedule for the following week and she refused to allow us to start the work as contracted. This compliant is frivolous just like all of the others on here. Everything is clearly stated on our contracts for the customers information. Also, an estimator and a salesperson are pretty much one in the same. They also have zero authority in our company to ever ***** a refund without administrative approval.  

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21546280
  
  I am rejecting this response because:

  Owner breached the contract by not starting the work as stated in the contract.  I am entitled to a full refund.

  To refresh the owner's memory, the following is from the Better Business Bureau complaint section:
  

  Complaint:20321614
  
  I am rejecting this response because: The response is completely incorrect.  I have uploaded the contract where no where it says the deposit is nonrefundable.  It does say we can cancel the contract if work had not been done in 30 days which is what we did. The start date was supposed to be the end of May/Begining of June. Never did they call me to let me know they were behind in their work and would be pushing my dates out.  I had to contact them and each time I did they would tell me my dates where pushed out.  I told them I needed this done by July 1st and they said they would get it done.  Once again, they never showed and never called so I cancelled.  I asked for my deposit back and she told me it would be in the mail Monday July 3rd.  After not receiving the deposit back by July 17th I contacted them and let them know I would be filing small claims and filed the complaint with the BBB.  Not surprising to me they are lying about the whole transaction. The representative I have been dealing with is rude and should not be dealing with the public.
  
  
  Business response
  08/01/2023
  Attached is a copy of the text, dated July 13th, about sending the refund check. The check was cut and sent the next day. We were unaware of the BBB complaint until the 18th., a day before the check was cashed (see attached).
  
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Charlotte County Resurfacing to resurface our lanai that was damaged by hurricane ***.When the sales person from this company came to our house.We told him we wanted the lanai the same way it was. They took it upon themselves to change the color from what we had.They also painted around the pool and thats not what we asked for. When they messed our lanai up I contacted the owner and explained that was not what we asked to have done.We were told by Kevin the owner over and over again they would be over to repair it.Several months later which was this January Kevin told me he would be by our house on January 27th ****. He never showed up so I texted him letting him know this was getting to be very frustrating.His response to me was he sent me a picture of p*** and said s*** happens! And told me to go somewhere else.Two of his workers showed up on January 30,****.They began painting the step you walk on to get in and out of sliding doors. My husband told them thats not what was down there and we want it like it was. There are also multiple cracks that were not there. I attached pictures. The owner texted me and told me they just spent $250 on paint and they were not coming back here.Now we have to hire another company to try to fix the mess they made. Very unprofessional and undependable company !! The year before the hurricane we had our deck completely redone and it was not cheap and this company ruined it.Ive read other reviews and this company does not get very good reviews. Its frustrating people can get away with things like this!Sincerely,***********************

  Business Response

  Date: 01/31/2024

  We were contracted about a year ago to color this pool deck. We do not pick any colors ever. The homeowners pick color. We show them the colors on the deck and then proceed. About one month later after it was completed **** messaged me and told me her husband didn't like the color. I told her we did exactly what she wanted. **** and her husband do not talk to each other we believe as they both want different things. We told **** we could paint it one solid color for her. She said yes. We sent her a photo of what the solid color looks like and she said "looks Great"  she picked a color. I confirmed the color with her twice. We purched the color and started to paint. Her husband came outside yelling at our crew. Saying this is not what he wanted. I have all the texts between me and his wife and will attach them. I told the crew since he was being rude and yelling to leave. I sent the wife a text advising that this is what she picked and we just spent 250 dollar on the color to help her out since she didn't like the first color a year ago. I told her she wasted 2 days of our time and that we were not coming back. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21226863
  
  I am rejecting this response because: The reason we disagree with Charlotte County Resurfacing and Painting is when they came out to give us an estimate to repair the lanai we told them we wanted it the same way and the same color it was. We had the lanai completely redone the year before the hurricane which cost us over $9000.00. Charlotte County choose the color they used. They also painted around the pool and steps leading into our sliding doors going into our house. We did not have paint on the steps it matched the rest of the lanai.We contacted the owner Kevin and explained this was not what we wanted. He said he would make it right. Months and months went by and we kept being told they would be by our house to repair the job yet no one ever called or showed up. Finally last week I called Kevin again and he finally sent 2 guys out here. They began painting the steps going into the house. My husband went out and talked to them and told them that is not what we wanted done. They in turn called Kevin the owner and he told them to leave. There was also suppose to be something put into the material for the lanai so it wasnt slippery. Multiple times company we had over did slip on it.we were also charged more for that product.We were very happy with the color our lanai was and definitely did not ask them to change it or to paint around the edge of the pool and steps. So now we paid $9000.00 for the lanai to be done before the hurricane. We paid Charlotte County $4335.00 to repair the lanai. Now we have to hire someone to come out here and make this right which will be thousands of more dollars.The entire lanai and steps have to be sandblasted and redone and stained not painted.   We are senior citizens and feel like we were taken advantage of.If Charlotte County would of done what we asked in the first place we would not be in this situation.The owner Kevin is very unprofessional and hard to deal with.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/13/2024

  We only had a contract with this customer to recolor the deck, and we did everything we said we were going to do in that contract, which was in December 2022. They paid for the job in full. Then months later, they had work done inside their pool, and those people ruined the color/surface of her deck, so we offered to recolor the surface for her for FREE. We never even had a contract with her to do this FREE work. We told her we would recolor it for FREE to whatever color she wanted because apparently she didn't like the original color she picked back in December 2022. Please see the attached messages showing that she picked the color, NOT us. This complaint is ridiculous and frivolous and should be removed, as we were only trying to help her out and provide a FREE service to her and never even had a contract to recolor her deck for her. 

• Initial Complaint

  Date:07/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract with this company in January to resurface our pool deck. The original date of service was supposed to be the end of May/beginning of June. Without any communication our dates were pushed out twice. After more than a month I requested the service be cancelled and for them to mail my deposit back. I was told twice the deposit was in the mail and I still have yet to receive it. Communication with this company is very rude. They really need to work on their customer service. I am now having to file small claims.

  Business Response

  Date: 07/18/2023

  We signed contract on January 9th with a projected start in June. We do not give dates as delays happen. She was told we were behind. We offered her money back and she said "no just get it done" as time came closer she said she needed it done by July 4th. Told her we would try. We have a written signed contract with ************************* that states it is a non refundable deposit. I told her I was on vacation but would get with my office staff to get her a check for her nonrefundable deposit because we choose not to do work for people like her.  Her check was written on July 12th and put in the mail on July 13th from ****** in our office. ****** made it clear that  she thinks she is more important than all our other  customers and does not care about anyone else beside herself and her job. Therefore we are the ones who offered and sent her the deposit back not the other way around. This check was written and sent in the mail prior to this complaint. 

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20321614
  
  I am rejecting this response because: The response is completely incorrect.  I have uploaded the contract where no where it says the deposit is nonrefundable.  It does say we can cancel the contract if work had not been done in 30 days which is what we did.  The start date was supposed to be the end of May/Begining of June.  Never did they call me to let me know they were behind in their work and would be pushing my dates out.  I had to contact them and each time I did they would tell me my dates where pushed out.  I told them I needed this done by July 1st and they said they would get it done.  Once again, they never showed and never called so I cancelled.  I asked for my deposit back and she told me it would be in the mail Monday July 3rd.  After not receiving the deposit back by July 17th I contacted them and let them know I would be filing small claims and filed the complaint with the BBB.  Not surprising to me they are lying about the whole transaction.  The representative I have been dealing with is rude and should not be dealing with the public.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/01/2023

  Attached is a copy of the text, dated July 13th, about sending the refund check. The check was cut and sent the next day. We were unaware of the BBB complaint until the 18th., a day before the check was cashed (see attached).