ComplaintsforDoctor Terrazzo of Florida LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 13, 2023, I paid $1372.50 for restoring my Terrazo floors. The floors were not ground down as expected and paid for and were only polished. Employees used materials and sent pictures of materials that the owner, *****, has stated online that the company does not use. The company also left extensive damages to personal items and property, requiring cleaning and paint. They carelessly had milky-material on walls, doors/windows, appliances, and dumped some in the lanai and my flower garden. Given the situation, I was extremely dissatisfied and still had no restored floor. Again, I did not expect all stains to come out, but the floor was not restored or ground down enough as carpet glue remained on the surface. *****, the owner, used hostile language in text messages and refused to accept the fact his workers did not satisfactorily complete the job. He asked me not to contact him anymore to resolve this, and instead sent me to his attorney. ***** stated he would refund money for damages + not completing the work if I did not contact them or leave reviews. I accepted this and I requested an NDA with payment. As I waited for this from his attorney, I received a threat of a lien on my house instead from the attorneys assistant. After sharing screenshots of correspondence showing ***** offering a refund in return for not reporting my evidence, the attorney and their legal assistant never replied. I followed up two times. A few months later, I reached back out to ***** who asked me to talk to his attorney and not him again. They replied saying they will look into this by the end of the week. In response to their NDA and full refund, I will resolve this complaint and take no further action. Photo Evidence of damages, messages showing hostility from the owner, and corresponding messages and screenshots of lying about products used with an employee named ***** are available if needed. I can add additional documentation if necessary to address this.

  Business response

  08/14/2024

  Unfortunately, a lot of this isn't accurate, only after I was threatened by her and her father, and after her real estate agent got involved did things escalate. We are owed the balance on this job, at last communication, we were going to lien her home for the balance owed, yet hadn't yet, as we believed the matter to be closed. She waited till AFTER the lien ability expired, now has resurrected her story after going silent for 7-8 months. This matter has been turned over to our attorney who is in the process of filing suit for the balance owed, costs, and attorney fees. She signed our invoice which clearly states what we will say to this day, we guarantee no stain removal whatsoever, as we are restoring an antique floor that had damage done to it that was of no fault of either party here. I personally was threatened with the *** and the police, (which we do not conduct any illegal activity), to the point of extortion, this is why it was forwarded to our attorney. The customer asked for an $800 refund via text, and owed us app.$1400 MORE, which we were ready to let go to put everything to rest. Now here we are nearly 10 MONTHS after the fact resurrecting something we thought was done. We always do our best and offered to come back and rectify her issues fully on Nov 15, 2023, she declined. Again, this matter is with our attorney, and she has been asked to communicate through and with them. We have been in business near;y 20 years, and haven't been here conducting business the way she alleges. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Dr ********************** LLC in Oct 2023 to restore/refinish terrazzo floors discovered as a result of rebuilding following Hurricane **** Chose this company because of the word Dr., and **********************, in the name of their company. ***** was fine to work with up to the point of having paid their fee in full. I was on site for the start of their services, but not at the time of finishing. As others have indicated, this company is great at putting the blame on the customer. Get ready for ****** intimidation and gaslighting into making you think youre being too harsh when raising issues or dissatisfaction with completed work. He Will tell you he trusts his guys and has no reason to come and see the issues youre describing. Completely unprofessional, and absolutely no customer satisfaction/resolution management skills, hence my complaint. The two issues in question are 1) a 3 foot by approximately 1 inch by half inch deep electrical trench to my kitchen island that Dr ******* was supposed to fill in and match with my existing ********************** floor and 2) $350 for clean up and repainting given the mess that was left. They use lots of water during the grinding/sanding/ polishing process which does a great job of keeping dust under control, but is a messy slurry and did require cleanup on some of my tile floor surfaces in bathrooms and touch up painting. Given the trench was an extra $1200 I expected perfection from a company who represents themselves as terrazzo experts. In fact, they took offense when I called their expertise into question, since the completed trench looks like something I couldve done having absolutely no artistic talent or skill!! ***** admitted there should have been more chips added to the mixture and they would redo the trench. Additionally a crack became apparent/accentuated that I did not see before their process. ***** claims its not from them and he cant fix stains. No follow-up from him so I want $1650 refund incl. $100 for my stain fix.

  Business response

  01/03/2024

  We are sorry this didn't turn out the way either of us wanted. In no way was I ever "intimidating", and I'm sorry if it was taken that way. To address specific issues, we cannot guarantee the removal of any staining. The customer acknowledged this by initials and signature, (please see attached), With the holidays, we have had a bit of delay in catching up, we are ALWAYS willing to address anything that we need to, we have never been able to schedule anything, I'm not putting this on anyone, and we still stand by our work, regardless if it needs to be fixed or not, without intimidation...we naver guarantee "perfection" in any sense whatsoever, we are restoring a terrazzo floor that is ***** years old that has been abused for decades.yet we try our best to make everyone happy. Terrazzo is 5/8' thick, directly bonded to the slab of the house. The ONLY way it can crack is if the slab underneath it is cracked. We do not possess the ability to crack anyones terrazzo even if we wanted to. If a reasonable attempt is made to fix a problem, we always try our best to reciprocate and help in any way we can. It is apparent in this complaint that adversity is more desired than a positive outcome for both parties, which is what we do not want. We are ready, willing, and able to fix anything if given the chance. as far as damages, nothing has been sent to us whatsoever for such. If we were to have received any receipts or documentation for such, we would have addressed it immediately.We look forward to an amicable result for the customer firstly, then our company. again, please review attached documentation.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dr ********************** of ******, Englewood, and ************ ************* in the world. No one ever use this company. They will not restore your floors. They only polish them and then they will put a lein on your home if you do not pay. One of the biggest con artists in the ****** area! Beware. They will make no efforts to do the job right and will not offer to make it right.

  Business response

  12/12/2023

  Upon checking our records, we have no ********************* in our database. We cannot address something we did not do for somebody, we reached out to the provided number as soon as we received this correspondence, and have not heard back. If this person will provide us with a copy of an invoice for services we provided, we would be willing to try and rectify any issues. We do not understand why someone would accuse us of being "con artists" when we don't have a record of them anywhere. I would ask the BBB to remove this complaint as it was filed under false pretenses. If someone has a problem with our services, we always offer to try and rectify them as best as we are able. Also, this person requests a billing adjustment, with no details whatsoever. If he cannot provide immediate evidence, again we ask for this to be removed immediately. Competitors are notorious for this behavior.

  Thank you!

  Customer response

  12/18/2023

  Please to not publish this complaint. It has been resolved. 

  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 24 2023 Dr T******* sent 2 guys to refinish 2000 SF of outside patio Mexican tile on 7 balconies in my home. Should have taken a few days but didn't finish for over a week on May 2. During the process, they put down some material and within a few hours it was peeling already. I contacted the owner and he stated "Don't worry, we will take care of it" The employees cleaned old material off and reapplied a new material and it seemed to work better. After a month, I noticed that spots were bubbling and material was coming off. After a few more months it was getting really bad on some floors and on July 13 I called the owner and he said that it wasn't possible, they use this material all the time and that I did something to the flooring to make it do that. Well I didn't even step on most of the balconies much less pour anything on them to make it peel. I sent him pictures and he asked what the swirl markers where in the material and I told him it's because his guys used mops to put down the material. He said if I caused this I would have to pay him to fix the floors, which I did nothing and he would send someone to look. I text him on Sept 11 again and he said he's too busy. Text again on Oct 3, again tells me too busy to send anyone and continued to blame me for his work. Well this really angered me so I went online to see the material that he applied to my floor and found out that the manufacturer specifically says, not to use outdoors and not to apply in direct sunlight or it will blister. His company was applying this outside when it's 95 degrees and in direct sunlight and it blistered. I emailed him the manufacturers specs on the product that he used on Oct 3 2023 and he told me "I have already told you we will fix it as soon as we are able, please stop harassing me". I have waited for over 4 months now and I can't wait anymore, I'm selling the house. I emailed him today and told him fix the floors or give me back $4500 or going to court.

  Business response

  10/31/2023

  We are sorry this happened, it definitely was not our intent. At no time did I ever tell you we were "too busy". We have used this product for many years, and never had a problem, only here. I merely asked you what was done to the floors after we left as all of them didn't have this happen. Now, we're being threatened, (extorted) for $4500 and being threatened with reviews/lawsuit if we don't give him money. We always stand behind what we do, but timme would go by and I never heard from him. He has been combative from the start, and tried to order us around. We have a signed off invoice from him that all work was completed to his satisfaction. It is my opinion someone either pressure washed the house, (as he said he was having done), and either hit the floor prematurely with pressure, or applied some type of chemical to it that caused a problem.We were discussing the matter until this was brought up now this. If we did anything wrong, we would definitely correct it, we always do. I have asked repeatedly what happened to it, and have not ever gotten a straight answer. We're here to help, but need to do to proceed, thank you.

  Business response

  10/31/2023

  *PLEASE ADD THIS TO OUR RESPONSE*

  We have agreed to refund the customer, within 30 days $3750, which represents half of the total coast of the job. The customer has agreed to this settlement as well.

  Customer response

  11/01/2023

   
  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

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Chris to repair,buff,polish and seal my Terrazzo floor. He said he had next week open due to a cancellation week of August 21,2022. I said I would be on a cruise that week. Chris said it’s either that week or I’m running 6-8 weeks out on jobs and cost would be $3750. I agreed and he said you can ***** me. I said no I’ll get a check to you,he said ok and we can settle up when you get back from your cruise. On the cruise I get a call that he needs more chips so job would be few more days..I get home and floor has dried cement on it in clumps. I have not been able to get a hold of Chris via phone after multiple attempts to find out what is going on with this job or a finish date for this job. Job is incomplete and unacceptable.

  Business response

  09/03/2023

  We are sorry this went this way, we never intended any of this. Our technician worked on the home for four days straight. There was a back bedroom that was packed full of furniture, we were waiting on something to happen with this, as the customer was out of town. As far as phone calls, I answer my phone at all times, and have even spoken with her regarding the bedroom full of furniture. We were not able to complete the job throughout the house, then go over a newly re finished floor to get to the back room, that would make no sense. The delay here was definitely not ours, it is in our best interest to get things done and move on. We have been waiting on her, and if it's ready, we will be there. This job was started 10 days ago, of which over half of that we have been waiting. To file a BBB report after less than 5 working days doesn't make a whole lot of sense, as we have intended on finishing this as soon as the house was ready. The desired outcome is for us to finish it, that is ours as well.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October of 2022, I contact Dr. Terrazzo to restore my terrazzo floors after Hurricane Ian. We scheduled service to be performed December 19-21, 2022. They promptly showed up, informed us what it entailed, and gave us a price of $6,500 in writing. We agreed to the service to be performed and they started immediately. The job to be completed was cut, polish, seal 1600 square feet of terrazzo and repair back doorstep (extra 4x5 space). They could not finish the job because they needed AC. Another appointment was set for March. That appointment was cancelled. I have been trying to contact them with zero luck. They have $6,000 of my money and have not finished the job. I just want my floors polish & sealed.

  Business response

  04/24/2023

  We offered to finish her job on May10, she declined on 4/23. With the storms and related supply issues, we have been a bit behind. The customer DID NOT have a/c, we cannot finish polish and seal without being able to control the environment in the home. We were just notified by text on April the 10th, and sent a crew to inspect the job and make plans on April 12th. Again, with the storms and supply issues, we offered to move scheduled jobs to finish her job starting on May 10th, and continue till it was done, she declined on April 24th. We are ready and able to complete her job if and when she's ready. We have been threatened with court, yet here we are, ready to complete what she needs done.

  Customer response

  04/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the offer was made only after I made an official complaint. If it is true , in writing that they will honor May 10 to finish what was started-is satisfactory to me. Understanding I owe only an additional $500.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We nearly lost everything in the hurricane. I found them on the Internet with a good rating to redo our floors instead of laminate. It was to be done in December, but he asked us to reschedule which was fine. We have been living in the garage since he started the floors. They came sporadically after that to work on the floor. They were messy and didn’t clean up after themselves. so we decided not to paint the walls since they are mess, they finally finished the floor, and then the next day all the floors started to peal up. He keeps giving us the runaround about coming out to fix them. I even showed them the product that we originally agreed on using since he used the wrong stuff at the beginning of this process. This has been going on since December and now it is now Feb. we decided to go on as far as we could’ve remodel so we painted all the walls. Cant do the kitchen or the other rooms or bathrooms sine the floor need to be done so they don’t destroy everything He has severely compromise our way of living. when will this madness end?

  Business response

  02/28/2023

  We are sorry this happened, there have been some changes made by the customer as to how and when things would be done, ie, colors, products, etc...as of 2/28. 23, we have notified them, after changing again, we will be there soon to finish. Had the customer done what they've now told ud what they want done, we would have been done with the project...it will be completed within 2 weeks. We had problems with supply issues lingering from the pandemic as well as the recent hurricanes we also experienced. 

  Customer response

  03/09/2023

  
  Complaint: ********
  This is getting ridiculous. I don’t think you have any intentions on finishing this job. I you know the process started in December and the whole time we have been patient  all we hear is yes will fix it yes we’ll fix it  if we were a priority to fix your own mistake this would have been done a long time ago we can’t finish our house until the flooring is done  so at this point I think it would be better for you to give us our money back which is $6600 We will finish the floor ourselves we will part ways and you’ll never hear from us again

  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Business response

  03/13/2023

  We have what is needed finally after waiting on supplies and will be there this week to finish.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Doctor Terrazzo to polish & seal my concrete floors. I also hired them to repair my terrazzo. Before hiring the company, the owner assured me that they use HEPA rated filters to minimize dust. The first crew they sent made no attempt to mitigate dust & covered my house with toxic dust. Once they finished the "polishing" & "sealing" I was told to not walk on the floors and wait one day before walking on and inspecting the floors. The next day I inspected my concrete floors and terrazzo and was disappointed to find that my concrete floors were unsealed in many areas, not polished at all and was as coarse as sidewalk concrete. The terrazzo that I hired them to repair was left with concrete filler all over the floor and was covered with large grinding gouges. I immediately contacted the co. and explained the situation. They eventually sent their team leader to inspect and repair the floors. The lead was apologetic and was shocked at how the floors looked. He explained that he did not have the proper materials to repair the floors at that time. After months of back and forth they finally came out to redo the floors. The team leader did worse than the initial crew and left my floors wrecked, unpolished and not sealed at all. When I attempted to remedy the glaring problems with the floor the team leader became extremely hostile and threatened me. They made no attempt to repair my terrazzo they damaged because they " didn't have the right equipment". I called their GM and owner. The owner was hostile, took no accountability and hung up on me after I requested a refund. The GM returned my call and assured me they would issue a refund. They have been giving me the go around since then. My floors were left in complete disarray leaving me without a kitchen and laundry room for months. I had to hire another company to redo the entire project. I regret hiring this company and encourage anyone considering Dr. Terrazzo to reconsider. They ruined my floors.

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/07/11) */ We have already agreed to a 50% refund with this customer, to which he agreed, we will be sending his refund out this week. Our GM asked him to give us a few weeks to do so, the customer agreed. It is a total lie that our lead threatened him, we don't do that...this customer borderline harassed us to the point no one wanted to work with him on anything, yet we bent over backwards to help him...Point: if his floors were "ruined", how were they fixed? Upon withdrawal of this report, we will be glad to send him the refund we agreed to-

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $3700, including a $1000 upcharge for the additional number of wholes that needed removed and to remove a small amount of flooring that covered one area of terrazzo. to Dr. Terrazzo to repair, resurface, and polish the floors I for a house I was purchasing. The work was done on May 9 and 10, 2022. Dr. Terrazzo's team did not protect my cabinetry, baseboards, doors, or appliances, all of which were damaged by their team (for which they gave me $100 off). I brought this concern to the owner on May 9, but was brushed off. Dr. Terrazzo did not perform as promised. The floors were not repaired, they missed an entire section of the dining room and when I asked about it, the lead at the job site informed me it was my fault they didn't do it. When I asked how, he was argumentative. The left grinding marks around the whole house with their sander, the repairs they did do were done horribly with no regard to color matching or quality. They did not go around the edges of the rooms as promised, when I asked if we needed to remove the baseboards from them to do their work and they said no but my baseboards are all ruined with water damage, as our my interior doors. The house had been completely remodeled before Dr. Terrazzo came in and they were reckless in their work practices which caused damage to my home. The end result is embarrassing and I will have to hire a reputable company to see if the floors can be salvaged, if not I will have to have the floors replaced. Their polish consisted of a janitor's bucket and a mop which took less than 5 minutes (for the whole house). When we had concerns about paying because of the poor quality of the work, we were bullied by both the lead at the job site and the owner into paying. For reference, pictures are all after the job was done.

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/05/27) */ Spoke wit the customer after the job. Never bullied anyone, ever, neither did our technician. We diamond cut the floor with a 60# grit metal beaded diamond, then began the polishing process, using resin bonded diamonds, 50, 100, 200, 400 and 800 grits were used, the floor was then cleaned and sealed. She called, I tried to talk and reason with her and her boyfriend/husband? As always, if someone isn't happy, we return and fix it, simple as that. She became upset for no reason and started crying, told me, "you do you, and I'll do me", whatever that means. According to Florida State Law, if she's not satisfied, we are to be notified in writing, then have 30 days to cure-none of this has happened. No discussion of baseboards was mentioned WHATSOEVER, nor any other damage. If she would have said anything, we would have certainly been there within 24 hrs to inspect and fix, if warranted. She was more concerned with staining than anything else, and to say we "polished the floor with a mop bucket" is grossly untrue. Had we had the opportunity, we would have done our best to rectify any problems, but again, I was told "to just do me". Our record with the BBB speaks for itself, if we were in the habit of conducting business this way there would be more. We do our best, and want everyone to be happy, but will not be bullied by a bad report to coerce us into a refund-if anything needs to be fixed, we are more than willing to do so/ Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fact - I texted Dr. Terrazzo (with pictures) immediately after seeing the state of the house and the damage that had been done by is crew. He did not respond. For him to say no mention was made of the damage is completely false. I then called him later the same evening because of my concerns. He was rude, yelled at me and wouldn't let me speak. He stated that he hadn't even seen the house so he could not tell me what had been done. Fact - The lead at the job told me they had to polish the floors, then proceeded to get out a janitors bucket/mop and spent approximately 5 minutes polishing. I was told after not to walk on the floors for 24 hours. I was there, Dr. Terrazzo was not, he cannot verify what/how they "polished" our floors. The second day - when I pointed out the sections of floor that were not done, the water soaked baseboards, cabinets, and doors, the lead at the job became very upset at us and said it was our fault because we did not point it out to him. That is ridiculous, that is literally their job. There are grinding marks in my floor from their machine, the flooring along the edges was not done and therefore does not match, and the baseboards and doors throughout the house are water damaged. This is on top of absolutely poor color matching on chips, and them missing an entire area, they just left holes, which you can see in the picture. The Baseboards have to be replaced throughout and two doors will not even close because they expanded so much at the bottom where they were waterlogged by Dr. Terrazzo's team. FACT - Dr. Terrazzo did not set foot in my house during this whole process and could not possibly know what work was done or the poor craftsmanship of this job. FACT - Our floors are now a $3700 embarrassment Dr. Terrazzo and his team were so rude throughout this whole process, and if I was told it was "my fault" they did not do their job correctly, why would I ever let them back in my home to fix what they should have done right in the first place? This is not a company I will EVER work with again or recommend to anyone. Business Response /* (4000, 9, 2022/06/10) */ Again, if anyone isn't happy with our services, we ALWAYS will return and rectify any issues. To answer, I was never rude, neither were my people, when she called, she was obviously over sensitive, an\d started crying and told me, "you do you, and I'll do me" after I offered to rectify any issues. The edges she speaks of are stained, terrazzo restoration does not guarantee any particular stain removal, as years of abuse are evident in the floors. Again, we offered to come and rectify any issues, we cannot if the customer doesn't allow us to. I'm not sure what can be done at this point. NO ONE told her "it was her fault" her floors didn't come out, I have spoken to the tech that has worked for me for quite awhile, and we've never had any problem as described. As far as "polishing", the process was done when they weren't there, using different grits of resin-bonded diamonds, as we do on ALL JOBS! The mop bucket she speaks of contained SEALER that is applied to the floor after polishing to protect it-if what she is saying is true, obviously there would be MANY MORE complaints to the BBB for the same behavior/activity, but there aren't-we remain and stand behind our service, to rectify her issues, we need to have a REASONABLE alternative. Her denying us access to see what can be done and ultimately fix any issues isn't acceptable, ultimately, we want all of our customers to be happy, which the majority are, I believe that she had many subs she was working with on her home, and she was probably over all she had to do, I certainly understand, but given the way she interacted with me on the phone kind of tells the story, her mind was made up, and she wanted a conflict rather than a solution-again, we remain ready to whatever we can within reason to rectify any issues, regardless of timing or cost to try and make her happy if that's possible- Consumer Response /* (4200, 11, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dr. Terrazzo is failing to accept responsibility and hold himself and his employees accountable for their poor work practices. His continued lying is the reason why I will not let him or any of his employees back in my home for the 3rd time to do what should have been done right the first time. I notified him on 05/09 via text and over the phone that I was dissatisfied with the work that had been done. I was assured the work would be completed to my satisfaction on 05/10. It absolutely was not. The tech that he is referring to informed us that he had only worked for Dr. Terrazzo for 4 months and our house was the first job that he was the lead on, to say that he has worked for Dr. Terrazzo for quite a while it a complete fabrication. I had no other subs in my home during this time and had Dr. Terrazzo come to my home to check on the work his employees were doing he would have seen that. Dr. Terrazzo made the choice to NOT come to my home on 05/09 or 05/10, even after he was informed of my concerns. He made no attempt to rectify the situation until I filed this complaint. Instead he bullied me to make payment for services I was not happy with. I request at least a partial reimbursement due to the damage done to my floors, baseboards, and doors by Dr. Terrazzo. Dr. Terrazzo is a liar and a scam artist, I am not inviting him into my home for the 3rd time for what should have been done right the first time or at least the 2nd time. My biggest regret is not reading the reviews on this business before I paid them almost $4000 to ruin my floors, doors, kitchen cabinet, and baseboards throughout my home.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company polished my terrazzo floor and the result is terrible the stains did not get out and the owner refuse to even visit my house to check the job and give me a resolution. I was out of town I sent my office assistant to check the job and make the final payment he signed the forms without knowing how the job should looks like and now the company refuse to fix the job and refuse to return my money back. Terrible customer service terrible company to work with.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/10/27) */ The customer, her husband, and her assistant were made aware of staining before starting the job, and signed and acknowledged such on our contract. Our senior lead explained not all stains can be removed. They were told to proceed, even after they were made aware.**** even said "talk to my husband about it, I trust him", which is what happened, then we were instructed to proceed. In addition, on our initial sales call,**** stated there were "minimal repairs", when in reality, there were nearly 400, of which we gave her a reduced rate to address them. A four person crew worked diligently on this floor for 2 days, employing all efforts to do their best. Her property manager, Dan came before the last coat of sealer went down, approved the work, (her designated agent), and paid the final bill. We received a call on 10/26, 5 days after completion with her telling me she "poured bleach on the floor, and it took stains out", which is completely untrue-if that actually worked, and it was that simple, we would have certainly done that to begin with. Everything that was possible to be done on her floor was done, there is nothing left to do. During the call, she began to yell and talk over me, I was patient and gave her time to stop, but she wouldn't. I tried to explain to her, but she wasn't having it. Given she would not stop yelling, after repeated attempts to get her to stop, I disconnected the call. Her, her husband, and Dan were reached out to to discuss her concerns, they didn't call us back until she called and said no one had reached out, Given our record, we take customer service seriously, and did everything possible we knew to do. Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the Company is just not true. The Company gave me a price by phone. However, when they come to perform the job, and a person called me 3 times informing the price will be higher and refused to give me the price until I send my husband to take with him face to face. I stopped everything and go to the house to see the job before they started. We agreed with a price 50% more expensive than the first estimate because they told me the house has more than 300 holes. I have pictures attached showing this is just not true. I feel they misrepresented the size and scope of the project and the associated problems to force a customer to sign the document to start the job. I signed the contract. One employee told me maybe the stains will not get out. Another employee told me face to face, "will get out I PROMISE YOU." As I was traveling, my assistant ****** visited the job when was almost done and made the payment and they requested that he sign papers. He signed but he did not really approve the job only make the final payment as the person stated that Steve knew that the stains would not be removed. Again, this company request you to signed forms to not take responsibility for quality or customer service. I called 3 times nobody called me back. I visited the house and the floor is worse now than before. I called again and talked with the owner and requested him to visit the job and give me his honest feedback. He was brutally rude and then he just hung-up the phone. I am not the first customer complain about the same thing and I will not give up until the house is done right. This company should be responsible for a job that cost me almost FIVE thousand dollars and is terrible. I already sent another terrazzo company to do an inspection and they will send me an inspection report that will be base for a civil case if the company does not fix it. Business Response /* (4000, 9, 2021/11/03) */ Contract submitted below.

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