ComplaintsforTSR Concrete Coatings, LLC

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had this company prepare and install concrete coating to our diveway, walkway and patio at our residence at ****************************************************** on 3-3-22. The provided us with a purchase agreement with appropriate details that included a lifetime warranty detailed in the agreement. There were no problems in the first year, I started noticing problems this year when hosing of the driveway. The surface was dull and the residue left in the gutter looked like the coating they applied. I contacted the company by phone and was told to send pictures to ******************************************************** which I did. They replied that the were no longer servicing the ******* area and provided the name of another company to contact. I asked if they shouldnt' be contacting that company as TSR was the company the warranted the project. I received a response that they were not going to honor their written warranty as they had moved out of the state. I would like them to honor their responsibility or refund the purchase price of $4,390. This purchase made by me with the stated Lifetime 'Warranty" ia a prime consideration in the purchase.

  

  Business response

  05/21/2024

  ***** we no longer service that area as we went out of business. 

  We can Provide the material cost for your warranty but we can charge for labor cost. Cardinal can come out see what needs to be done and give you a labor cost that you would have to pay but we will cover the martial as that is covered under the warranty but labor cost is not. 

  Customer response

  05/29/2024

  Complaint: 21680286
  
  I am rejecting this response because: Thank you for allowing me to reply to TSR and the proposal they presented, I have attached the contract I signed with the signature of their representative. Please note that the address in the contract for this Company is in ********. Please explain how a lifetime warranty has no value as they are still in business in three other states, I would like to have TSR provide me with complete contact information for ***************** I will contact them for an evaluation of the driveway coating and ask the for a quote for both the labor and materials to do the eventual repair. I will ask the to forward their quote to TSR and arrange to have the material or funds on hand to cover that cost minus the labor. I will also get their warranty on the project. I will be out of the country beginning tomorrow returning on June 12th. I will arrange the appointment with Cardinal when I return. Regards,
  
  Sincerely,
  
  *********************; 

  

  Business response

  06/08/2024

  If you email us at ********************************** we can have all that sent there. Its hard to do all of that through the BBB on opening files. 

  Customer response

  06/12/2024

   
  Complaint: 21680286
  
  I am rejecting this response because: I will contact the vendor, TSR, the company requested.  They must provide me with complete contact information for their suggested Arizona contractor and I will get a quote on the repair.  TSR must provide material or funding to the contractor if I agree to proceed.  I do not want to complete this complaint until that happens
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a *** contract on 12/02/2021 for my driveway to be coated with polyurea base coat and polyaspartic top coat. Work was done according to the contract on 1/24/2022. Contract clearly states "Lifetime Warranty on UV Stability" and "Lifetime Warranty on Chipping, Peeling, and Delamination". Earlier this year I notice the driveway no longer had the clear sheen and was retaining tire marks. I cleaned it and noticed most of the polyaspartic top coat was gone. On 3/12/2024, I sent ***************************, the owner and the person who presented the product to me and signed my contract, an email which described the issue. I have received no reply to that email. On 4/1/2024, I called *** *************) and spoke with ******. She said they no longer do business in ******* and referred me to Cardinal Concrete Coatings *************) who was now doing their warranty work. *******************, Cardinal owner and sales manager, inspected the driveway, confirmed the top coat was mostly gone and needed to be redone. He provided me an estimate of $1,675, and said they receive these *** referrals but have never been paid by *** for the work. I have contacted the *** office several more times this month speaking with ***** and **** and left a few voicemails. Each time I am told they will let ***** know, but I have yet to receive a call from him. The cell phone number on the card I received from him has been disconnected. Today when I called, **** told me *** would not cover the warranty work since they are no longer in AZ. This is a clear violation of the contract.

  

  Business response

  04/29/2024

  Hi ******

  The AZ branch did in fact go out of business. Meaning the Lifetime warranty of that business is now gone. Even if we are still open in different states each of our locations are different amenities. Which if that location goes out of business the warranty goes with it.  

  Customer response

  04/29/2024

   
  Complaint: 21619686
  
  I am rejecting this response because:

  My contract (copy provided previously) lists the *** mailing address as:

       *******************

       ****, **

  Consequently, the Arizona Branch was not a separate entity, but merely a branch office of the ****, IL business. 

  Therefore, the ****, IL TRR office is fully responsible for my contract and all facets of that purchase agreement; especially, in my current case

       "Lifetime Warranty on UV Stability" and "Lifetime Warranty on Chipping, Peeling, and Delamination"

  It is my understanding this warranty includes all labor and materials since the contract does not specify otherwise.

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

  

  Business response

  05/06/2024

  Our warranty states that we can charge all Labor hours after 12 months. The product would be under warranty. Also the evergreen Dr is not our address anymore and and two that is just the mailing address as it was our corporate office that would take payments. Your contract states our address is the ********************************************** That is no longer in Business,

  Customer response

  05/06/2024

   
  Complaint: 21619686
  
  I am rejecting this response because:

  TSR Concrete Coatings never provided me a Warranty document; however, as stated previously, my CONTRACT clearly states:
       Lifetime Warranty on UV Stability                                               YES
       Lifetime Warranty on Chipping, Peeling, and Delamination       YES
  without any limitations.  My decision to have TSR Concrete Coatings do the work was based on the facts TSR presented to me in my contract.
  
  
  You state again your Phoenix location is no longer in Business.  However, as of today, it is still easily available/marketed on your website:
                 **********************************************
  See attached file:  20240506_Phoenix, AZ TSR Concrete Coatings.pdf
  
  
  You state your mailing address has changed; however, TSR Concrete Coatings, the company with which I have a legal, binding contract, and the company that took my payment, is still in business, now at this primary address:
  TSR Concrete Coatings
  ********************************************
  ********, IL 61032
  and doing business from at least 9 offices in 4 states:  ********, *******, ****, and **********  Consequently, the fact that you supposedly closed your TSR Concrete Coatings office in *******, does not release you from your contact with me.

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

  

  Business response

  05/13/2024

  Our contract and online does state we will cover the material cost if it does fail. 

  But the Labor cost are not in the warranty. Therefor we can charge Labor cost. 

  So yes, Material is under warranty but the labor is not. 

  Customer response

  05/15/2024

   
  Complaint: 21619686
  
  I am rejecting this response because:

  As I have stated before, my 12/2/2021 Purchase Agreement / Contract clearly states:

  "Lifetime Warranty on UV Stability"

  "Lifetime Warranty on Chipping, Peeling, and Delamination".

  It does not make any other statements regarding the warranty. It has no statement regarding limitation to material only and that limitation was never presented to me, verbally or in printed form. I was provided no other warranty information. Consequently, you are responsible and liable for the full repair of my driveway to bring it back to a high quality polyaspartic topcoat.

  You also claim your website limits the warranty.  It states there is a Limited Lifetime Warranty, but the only limit stated is the lifetime of the original purchaser.  I am still very much alive.

  Limited Lifetime Warranty
  We warranty that our TSR Concrete Coatings products will not yellow due to UV rays and will not chip, peel, separate or delaminate from its properly installed and prepared, vertical or horizontal, interior or exterior surface for lifetime of the original purchaser.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company to do patio coating covered under a lifetime warranty. The company left ******* but still run several locations in ********. After noticing issues with the product (only one summer after install) I let rep know and he gave me a few things to "try" to help surface.. Later his phone was disconnected... I was told to fill out an online form and someone would reach out... That NEVER happened until I wrote several "not happy" emails. Eventually I got a text & told they were working w another company in the area that would fix any warranty issues. We found out that was a lie.. They will come fix but not under warranty. After trying to reach ************* who I was told is the one in charge I was told I could pay for what needs *********** labor materials and price increase. not at all what our contract or warranty states. The email I received was snarky and he acted like we didn't have a valid complaint even tho I sent photos to proveroblems. We plan on filing a complaint with the *** but they not longer have any employees or business in the area. Never telling anyone of this move. So.... To say we were mislead is an understatement. They had no intention of honoring the warranty. They charged us a fortune for the "top of the line propriety blend of coating only TSR could provide.....We choose them and paid more for that security knowing we were covered if anything went wrong. Super unethical and shady! They avoid avoid avoid and then act like your crazy when we have the contract in front of us. I have the video of the entire process and documentation so we will move forward with a lawyer but hope no one else gets taken advantage of.

  

  Business response

  04/05/2024

  To who it may concern, 

  Our ** location went out of business due to unfortunate circumstances. TSR ******* was its own Amenity and had a different owner. As that owner passed away TSR ******* went out of business. No longer serving that area. 

  Our warranty does state that we can charge for the man hours and labor but the product is under warranty. We offered to have the other company repair these issues but we would charge for the labor. Which again in our warranty it states this. 

  Customer response

  04/12/2024

  Complaint: 21519862
  
  I am rejecting this response because: We just got back to town.reviewed TSRs  response. Sadly, they are lying & WRONG!..We have everything in writing,  videotape of the entire installation from grinding the cool deck /concrete to the finish product. Audio/video  of sales rep ***** & promised outcome. We had three different sales reps at one point one has already admitted issues & told me we are one of MANY unsatisfied clients with lots of complaining. It is unfortunate. They are trying to sneak out of what they charged us for. The death of the owner although sad, does not exempt TSR from warranty work! First I was told another company would repair and TSR would pay them to do warranty repairs. . Next I was told the other company would not do it unless paid up frontthen it was Your warranty doesnt cover anything and were not fixing anything. A contract is a contract & they owe ********** or money to fix!  At least be man enough to back up your product & company! If nothing else you shouldve let all of your clients who paid you good money know you were in a predicament and would be leaving the state! Honesty is always the best policy!   You should have emailed or notified all your existing clients and let them know that the business was being closed and how things would be handled moving forward. Sadly, all you care about is making money and letting everyone twist in the wind! That is the sales reps exact words in the text he sent. We are meeting with  lawyer the first week of May. I will have all the documents sent to the Better Business Bureau. I have already sent in photos of cracks /bubbling/surface etc.I will be posting tons of reviews & share our experience to warn others of this shady business!  Thank you for reviewing our complaint & getting back to us. Best Regards, 
  
  Sincerely,
  
  **** & ****** Shields      

  

  Business response

  04/16/2024

  Again, The location is out of business. No longer service the area. 

  Customer response

  04/16/2024

   
  Complaint: 21519862
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** & ***************************

  We will be filing a formal complaint.
  Just because TSR no longer work in area doesnt mean you dont honor warranty. You figure it out for the sake if your clients & the future of your company.  This will not help whats left of your business thats for sure. I suggest some accountability, integrity, & honesty! maybe then you would still have ** location 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired TSR Legacy Concrete Coatings in ***************************************************** my pool, patio, garages, batting cage room, and rec room all which were covered by a lifetime warranty. I've contacted them on multiple occasions since the problems started regarding failing coatings and was finally responded to in December of 2023 and was told the color is discontinued due to "failure problems". My floors are turning yellow and the only fix offered from Legacy Concrete Coatings was to select a blend of a darker color which my wife and I are not happy with any other colors darker. I've contacted other potential contractors to repair my floors and was told by multiple that there is no repair possible without noticeable difference, and it would need to be fully taken out and replaced to not see a color difference! Why provide a product with known failure problems and offer a lifetime warranty if you won't come fix it!! RUN DON'T WALK AWAY FROM THIS COMPANY!!

  

  Business response

  03/18/2024

  Hi *********;

  Seems like we are offering to fix it free of charge with ************* in color. We do not offer that color anymore due to known issues. Why would you want the same color put down to have these issues in the future? We didn't know about these issues with the blend as we do not make our own blend it is from a huge factory company. So with that being said we had no idea what would happen when putting down this color. You think we would just lead customers on to pick a color that would go bad if we knew it would go bad? We didn't become the biggest concrete coating company in the nation by ripping people off. 

   

  So as far as we are concerned and the BBB is concerned we are offering to fix all the issues. Just with a color change. Because again if the color was available and is giving you issues now why would you want it again... Just a thought. 

  Customer response

  04/01/2024

   
  Complaint: 21432552
  
  I am rejecting this response because: Hi, whoever claims to be the owner. We chose your company to install our floor coatings because you offered your signature blend legacy blend which is a white blend. We chose our entire dcor of our area around the white blend floor. Your replacement options are brown colors and are unacceptable! I have had 4 other local companies come out and they ALL offer a white blend with no concerns of the product failing and from what I understand you all buy from the same place! Just a little bit of advice maybe you should contact your supplier if it is a product failure as you claim it is! Seems like maybe your head is getting in the way of what should always be most important, according to your 50 some other complaints.
   
  Thanks,
   
  *************************
  
  

  

  Business response

  04/05/2024

  Legacy Concrete Coatings was actually sold to ** in a acquisition sale. We are being generous offering to come back for free to redo the floor in a new color. Because after the sale we have the right to charge for a whole new floor.  

  Customer response

  04/16/2024

   
  Complaint: 21432552
  
  I am rejecting this response because:

  
  Youre being generous? You are still going as Legacy Concrete Coatings in ********* and is one of the brands on the website. See you in court, you sound like a very shady businessman.
   
  Thanks,
   
  *************************
  Custom Fence, INC
  

  

  Business response

  04/23/2024

  We did keep the name but under new owner ship. We didn't become the largest concrete coating company in the Nation by ripping people off. 

  We know the laws. you can feel how you would like. 

  Customer response

  04/24/2024

   
  Complaint: 21432552
  
  I am rejecting this response because:

  Sounds like you should have been a lawyer since you know the laws so well or should I say you know the laws so well as you have had so many complaints from poor workmanship says the 50+ bbb complaints! Soon enough you will hear from my lawyer along with many more! I simply asked for your firm to replace the failing signature (legacy blend) coating Legacy Coatings installed as your warranty claims it will cover with the same color we chose, and you refused to install the same again signature (legacy blend) color claiming the same problem will happen. Yet again, I had 3 other coating companies look at my concerns and have no problem doing the white color. Your copartner **** or whatever he is, basically told me that the rest of the competition is just not smart enough to know of these problems with the color white. If your firm is the biggest and best so you claim, this color should have never been used! Why does ******* still offer this color yet if it's such a problem? If you are such a big powerful company, then just write a check for my failing floor!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired them on May 31st to raise my garage driveway. Pay them $1,751.34 told me I had a one year warranty. If it dropped more than a quarter of an inch which it has. I contacted them a couple days ago to schedule it and received phone call saying there's they can't do anything. They don't have the equipment. I said what about my warranty. She said sorry nothing they can do that is not acceptable. I want some form of repayment penalty.

  

  Business response

  03/04/2024

  Hi **********;

  This is a service we no longer offer. 

  The lifting portion of our company went out of business. 

  No longer apart of ****************. 

  Just like any other business that goes out of business.. We didn't plan on us going out of business. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had TSR applied 18 months ago.. Coating is now cracking and the raised flakes present a cutting hazard to bare feet.. I was told that my patio was in good shape and cracking and peeling not a problem as they would apply special substance to prevent any problems.. I had two coatings of anti slip applied and the surface is like ice when wet.. With a dusting of snow it is downright dangerous.. I have already sent pictures to TSR and their reply was more money for repair.. Told lifetime warranty and 18 months later cracked and peeling . After contacting them I was told they are the largest concrete coating company and didn't care what I thought of their product..

  

  Business response

  02/21/2024

  Hi ****. 

   

  We have attached your signed contract that states we do not cover cracking under our warranty. The repair fee for cracking is $250. 

  We also have a disclaimer after we put or slip resistant product that all hard surfaces should be considered slippery when wet. Always use caution and common sense.  

  There is no reason we would refund any money for something that is in your signed contract. 

  Customer response

  02/22/2024

   
  Complaint: 21316653
  
  I am rejecting this response because: They made no effort to take responsibility for the
    problem.  Their verbal guarantees are worthless and there should be repercussion when a business offers a lifetime guarantee that covers very little.. Has to be a implied warranty that covers such product failure in such a short time.. Either faulty workmanship or product. Thanks BBB.. 
  Sincerely,
  
  *************************

  

  Business response

  02/23/2024

  ****, 

  We don't cover cracking. We do not need to take responsibility for something that we can not control with the concrete shifting and swelling. Causing it to crack, That is why we do not cover cracking as again it states in your signed contract. 

  It just like if you have new concrete poured and it cracks a year later.. Do you call the concrete company and get them to come back for free and replace your concrete or repair that area? No, That doesn't happen as we work with 100s contractors that build new houses and pour new concrete. 

  With that all being said the repair cost for cracks is $250. I have also attached our website warranty section where it tells you how to make a claim and Paid repair options. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TSR Concrete Coatings applied a coating to our concrete patio in June 12, 2023. The experience wasnt the best but overall the project turned out okay. Our concern is that they did not use any means to protect our home so we have adhesive on our siding and new patio door that was installed the previous year (2022). TSR did send a repairman (****) out to fix but there is no fix. We were told it was our responsibility to put up barriers. Seriously??!! When we have had other work done here (ie concrete, painting, roofing, etc) they always put down tarps or tape plastic sheeting to protect our home. We have contacted them at least twice since **** came and no one has addressed this. I think we are *********** a partial refund. We had contractors come to see if they could fix and there is no fix other than replace door and siding. Not an option for us. The adhesive is permanent.

  

  Business response

  02/05/2024

  Hi ****, 

  Have you sent photos of these issues to our ****************** at **********************************? 

  It seems there are no Complaints through there where our corporate office handles these thing. 

  If you would like to submit photos to that email we can look them over and see what can be done. 

  Customer response

  02/05/2024

   
  Complaint: 21220788
  
  I am rejecting this response because:
  
  Pictures were already provided. If you had READ the complaint you would know this. They even sent someone out to fix. No fix. You are good and avoiding and bad at resolving. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/06/2024

  ****, We read the complaint and what i am telling you is that our corporate office didn't not receive any of these photos. Not sure who you sent them to but it was not to our service department. 

  Again, We are not dodging a problem. We are asking for photos that we didn't receive in this office. 

  If you're refusing to send photos to the email i provided for you there isn't much we can do to help you on this matter. 

  Customer response

  02/07/2024

   
  Complaint: 21220788
  
  I am rejecting this response because:First of all why cant you get the pictures from the location where we already provided?
  Its becoming obvious you havent contacted them for any information so let me share a little of our experience that day in addition to pictures (again).  *********** arrived a couple of hours late.  No phone call.  We called ******** to see where they were.   Supposedly had trailer issues.  Once here unloaded all of their equipment and then brought a cup of the colored chips for us to see and approve.  They were blue - not the brown we had selected.  They proceeded to load all their equipment back in the trailer to leave and go get correct chips.  We questioned why one of them couldnt stay and begin the prep process (grinding or sanding) while the other went for the correct chips since they were already getting a late start. They indicated they couldnt do that. Also couldnt leave the trailer. Trailer had to stay connected to the truck. Ridiculous! We called ******** again. They ended up staying to work and someone brought chips later. They were grumbling and cursing while working.  Not happy with their jobs and pay and hours.  One even saying he was quitting.  *** went out and called a time out telling them we could hear everything they were saying and it needed to stop.   They changed their attitudes at that point. We even bought their lunch and gave them tips when they were leaving. With needing to stay off of the concrete we didnt see the mess until the next day. As I said earlier overall it looks really nice but we are not happy there is adhesive on our patio door that was just installed the summer prior (2022) and our siding which was installed in 2011. We had our contractors come out to see what they could do. They were able to get some of the chips off but not the adhesive. **** from TSR even came to fix. No fix.  Even with TSR workers vacuuming the perimeter of the concrete there were still a lot of chips we were cleaning up too. The least of the problem. There should have been tarps or plastic or some type of barrier in place to prevent this unnecessary damage to property. 
  Beyond frustrating 
  Sincerely,
  
  *************************

  Customer response

  02/08/2024

  Complaint: 21220788
  
  I am rejecting this response because: 

  BBB response system timed out. 30 minutes to get this accomplished. Ridiculous!  So was told to submit via this email. The response system was also allowing punctuation at times but at times it wasnt. Spent a lot of time trying to navigate that!!

  Response to TSR:

  First of all why cant you get the pictures from the location where we already provided?

  Its becoming obvious you havent contacted them for any information so let me share a little of our experience that day in addition to pictures (again).  *********** arrived a couple of hours late.  No phone call.  We called ******** to see where they were.   Supposedly had trailer issues.  Once here unloaded all of their equipment and then brought a cup of the colored chips for us to see and approve.  They were blue - not the brown we had selected.  They proceeded to load all their equipment back in the trailer to leave and go get correct chips.  We questioned why one of them couldnt stay and begin the prep process (grinding or sanding) while the other went for the correct chips since they were already getting a late start. They indicated they couldnt do that. Also couldnt leave the trailer. Trailer had to stay connected to the truck. Ridiculous! We called ******** again. They ended up staying to work and someone brought chips later. They were grumbling and cursing while working.  Not happy with their jobs and pay and hours.  One even saying he was quitting.  *** went out and called a time out telling them we could hear everything they were saying and it needed to stop.   They changed their attitudes at that point. We even bought their lunch and gave them tips when they were leaving. With needing to stay off of the concrete we didnt see the mess until the next day. As I said earlier overall it looks really nice but we are not happy there is adhesive on our patio door that was just installed the summer prior (2022) and our siding which was installed in 2011. We had our contractors come out to see what they could do. They were able to get some of the chips off but not the adhesive. **** from TSR even came to fix. No fix.  Even with TSR workers vacuuming the perimeter of the concrete there were still a lot of chips we were cleaning up too. The least of the problem. There should have been tarps or plastic or some type of barrier in place to prevent this unnecessary damage to property. 

  Sincerely,
  
  **********************;  

  

  Business response

  02/12/2024

  **** what is the address and name on the actual contract as we do not have a ************************* in our system. 

  Customer response

  02/12/2024

   
  Complaint: 21220788
  
  I am rejecting this response because:
  
  *** & *************************

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

  ******* ** 62612

  ******* was the salesman. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/16/2024

   I talked with our GM of that location and the boss and we are willing to write you a check for $1,500 for the damages and the partial refund you asked for. That is a 33% refund on the job. 

  Customer response

  02/19/2024

   
  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.
  

  We thank you for your efforts in resolving our complaint. While the partial refund does not fix the issue at least its an acknowledgement of the circumstances. We were planning to do a coating on our front porch and sidewalk at some point in the future but are hesitant with no barriers in place to protect our property. ******** indicated thats up to the customer.  We feel its up to the installer. Thanks.  
  
  Sincerely,
  
  *************************

  Customer response

  03/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:I tried emailing but dont see it in my sent items. I filed a complaint against TSR Concrete Coatings LLC on 02/19/2024 for damage to our property. (#********) It was resolved 2/16/2024 with them indicating we would receive a partial refund ($1500 - a third of what we paid). As of today 03/19/2024 they have not followed through with issuing that refund. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/21/2024

  The Check is being sent out today! We apologize. There was miscommunication in our front office.  

  Customer response

  03/21/2024

   
  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

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TSR was to perform a flooring project for our restaurant. He took a ******* deposit from ** and when it was time to do the work they told us they couldnt do the work. We cancelled the contract and hired another company to complete the work that they couldnt. they kept our ******* deposit. They are thieves and scammers.

  

  Business response

  11/15/2023

  Hi ****** We have looked into our system and we do not see anything. I have tried searching by your name, Number, and address nothing is popping up. Could you send me over the contract to our email at **********************************. 

  Customer response

  11/17/2023

   
  Complaint: 20867991
  
  I am rejecting this response because: They have not resolved the issue or submitted us our refund. The stole money from ** and did nothing at all for the money. They can not argue keeping for materials because what we ordered is an every day color choice and stock their own materials. they are just being stubborn and refuse to give our money back. 
  
  Sincerely,
  
  *************************

  

  Business response

  11/27/2023

  We are still waiting on you to email our ****************** as you gave little information. We  can not find you in our system. Again if you email our service department with a photo of your contract so we can see how it was put into our system we can see what is all going on. Until then there isn't much we can do here in the Service Department. 

  Customer response

  11/27/2023

   
  Complaint: 20867991
  
  I am rejecting this response because: Your owner **** contacted me with a resolution. We are waiting for the refund check to arrive prior to moving on. 
  
  Sincerely,
  
  *************************

  Global *****************************. 

  Mandrake 2.0 *********

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately, I am writing to express my utmost dissatisfaction with the recent work conducted by Ninja Concrete Coatings on my pool deck at **********************************************************Upon inspection of the completed project, it is evident that the pool deck cover holders have been mishandled during the coating process. Approximately half of the holders have been painted over, while the remaining ones are sticking up and cannot be properly adjusted or removed. This not only results in an unsightly appearance but also poses significant safety hazards for anyone utilizing the pool area.I have made numerous attempts to contact your company via phone calls, leaving messages requesting immediate attention to the matter. Regrettably, all my attempts have been met with silence, and my requests for someone to address and rectify the situation have been blatantly ignored. This lack of responsiveness is unacceptable and breaches the terms of our contract, which explicitly states that any issues arising from the work performed must be promptly addressed and resolved. Moreover, I would like to bring to your attention that during the installation process, I attempted to provide feedback and assistance to your crew to correct the mistake. Unfortunately, my efforts were disregarded, and the problem persisted, leading to the current state of the pool deck cover anchors.This week I have noticed the emergence of new issues, with cracks appearing throughout the coated surface. This adds to my dissatisfaction with the quality of the work, and it has caused me significant inconvenience.

  

  Business response

  10/31/2023

  Have you Emailed our service department email with these issues and photos? The email is *********************************** We have people that can assist you with all these needs if you email the photos and a short description of these issues. This is our company wide process to get things like this handled so everything is documented. 

  Customer response

  10/31/2023

   
  Complaint: 20771982
  
  I am rejecting this response because I had sent an email to the company using the email listed on its website.  I received this message:

  Message not delivered
  There was a problem delivering your message to ************************
  

  Today, I have sent an email to the address provided in the response.  However, this still does not "resolve" our deck issues; therefore, I am declining the response.

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

  

  Business response

  10/31/2023

  We did receive your email. We are in the works with the ******* office to get this all rectified for you. You should be receiving a call from there office shortly with a plan to get this all done for you. Let us know if there is anything else we can do for you. 

  Customer response

  11/01/2023

   
  Complaint: 20771982
  
  I am rejecting this response because still have not received a call from ******* office. 
  
  Sincerely,
  
  *****************************

  

  Business response

  11/02/2023

  You didn't receive a call on Tuesday around 12:48PM from Chis stating we will be there Friday and that you agreed to take the pool cover off so we can make the necessary repairs? Our notes in your file indicate all of this. 

  Customer response

  11/02/2023

   
  Complaint: 20771982
  
  I am rejecting this response because the issue is still not resolved.  Okay, I thought another person from your **************** was calling.  Yes, I spoke with ***** and he is supposed to be here with crew on Friday at 9 am.   Because he has done a "no show" before and I have to pay vendors to put the cover on/off, I will wait to see if he actually shows up tomorrow.  

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Garage flooring was installed with the understanding/contract that there was a lifetime warranty against chipping. Called to have and evaluation completed. Was told that the company sold their business and no longer services our location. I was later told that they chose to void the contract and time of selling. We were not informed of such a sale or void of contract. Have called and emailed company and they will not address issue further or provide phone number contacts for higher escalation. I would like to have voided my contract and refuse payment but I kept my end of the contract and they have my money without the product that they promised would be installed.

  

  Business response

  10/31/2023

  As we stated in our email to you,The location was closed down over a year ago. We didnt have to honor any of the contracts nor are we with the location being closed down and not being anywhere close to that location. You can contact the local ******* dealer as it was there product that was installed on your project and they can do the warranty work. 

  Customer response

  11/06/2023

   
  Complaint: 20770329
  
  I am rejecting this response because: I have reached out the the product company and am still awaiting a response. I highly doubt they will cover the warranty charges as this is the product dealer. Much of the warranty for this project involves the prep and application process that goes into the project. This was all done by ************* (TSR) 
  
  Sincerely,
  
  **** ***

  

  Business response

  11/08/2023

  This Project was done by ninja coatings back in 2020 is when the transaction happened. Ninja from there sold there company a little over a year ago. The product dealer that they used is there failing product. Ninja just installed it. Ninja now has been acquired and no longer is in business there. ********* is responsible for the failing product. 

*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. ↩