ComplaintsforTSR Concrete Coatings, LLC

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  TSR came to my house to provide an estimate on my garage in late June 2023. A big selling factor was the lifetime warranty they provided. I was told the lifetime warranty covered the entire garage floor and did not disclose any exceptions, exclusions, preconditions, etc. After a short review of their company I decided to go with TSR and paid them a $1560 deposit on 7/05, even though the earliest they could schedule the installation was 9/06, over 2 months out. In hindsight asking for a deposit like this is a HUGE red flag. TSR had a 2 man crew arrive on 9/06 around 8am. Around 10am I stepped out for an update. the installer pointed out a small area with some residual oil on it due to a minor leak from one of my vehicles, but said should not be of concern. A short while later ****** told me that the only way they could continue and complete the job was if I chose to void my warranty.At no point prior to starting the job did anyone from TSR mention any concerns about my garage floor or preconditions to the warranty. It was only after they began the job that they made me aware of this precondition to the warranty. After speaking with the branch owner *****, he stated he would not honor his warranty on any area that had oil on the floor. That those "areas" would be excluded.I did not agree to voiding my warranty and told them I needed time to assess and rescheduled for 9/22. On 9/08 I spoke with ****, the Branch Manager to discuss the warranty. I explained my issues and concerns, but they still would not warranty the area with oil. I decided I could not trust this company and no longer wanted to do business with them. I relayed this to **** and asked him to refund me $1200 of my deposit and they could keep the extra $360 to account for the three hours of prep work they did. This is more than generous. ***** AND TSR HAS REFUSED TO REFUND ANY OF MY DEPOSIT. I will take legal action against them and file as many claims against them as is possible.

  

  Business response

  09/29/2023

  *****, I tried giving you a call.  I shot you a text so you have my number.  I reviewed the pictures.  I believe we can come to an amicable resolution easily.  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/30/2023 I had my front and back porch and front sidewalk coated. When I was able to walk on the surface I went to open my back door it was stuck unable to open. There is a Ridge preventing us from opening the back door. We had to take the bottom plate off of the back door in order to be able to open it. I want this fixed.I have contacted ************************* sales rep he assured me I was on the repair books. 3 months have gone by. I have tried contacting the main office no answer no response to my emails either??? It is like I have been ghosted. I had also sent pics of the needed repair as they asked. And they agreed this shouldn't have been left like this. I just want some results. Please

  

  Business response

  09/07/2023

  *****

  I am showing that you were most likely attempting to communicate with the sales rep and not our service department originally.  Always feel free to call our office toll free at 844-A-NEW-FLOOR.  ******** has a note in here that the service was completed 8/31/23 is there anything further I can assist you with?

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my floor coated in November last year, the floor turned out great. But they sawed out the exspansion joints and around the drain an never put anything back in the joints. When the salesman came to give me a quote he told floor looks great no cracks gonna be easy job. I stated to him that I park my plow truck that has a large salt spreader on it in this garage all the time. Never once did he say that they were not gonna fill the exspansion joints. Where do you think the melting snow an salt is gonna go? rite into the exspansion joints. The reason I went with TSR flooring was because of the the warranty of about salt will not affect the coating. I have *** trying to resolve this issue and I have got the run around since. ******** would neverf call back, service man finally did after months of trying. He said he would come an fill my exspansion joints this spring so he sent a representitive to my house for a afternoon visit to look at my issue so I took off work at noon so I could meet him between 1 and 3. The rep showed up in the morning when I was not home. The rep texted me I had to remove everything from garage so they could grind exspansion joints again. Rep would not answer my calls neither would the service rep from ************ store. Now they sent me to this website to get my service work done an here I am. The reason they have to grind the exspasion joints again is because I had to caulk them before I could park my salt truck in garage for the winter. If I was told by the salesman that they would not fill the joints I would have went else where.

  

  Business response

  09/07/2023

  *****

  We don't fill in the expansion joints on any garage floor we do as it will void the warranty.  The main reason for the expansion joints is to allow your concrete to EXPAND along that joint, as concrete always does.  I am unsure why you are filing a complaint with the BBB when although we have advised you that this will void your warranty and likely result in the coating cracking along those expansion joints we set a date to come out and perform your requested service.  The day we arrived to do it you did not have your garage emptied to allow us to perform the service and wasted our time driving to your home.  If you want this service done you will need to complete empty your garage out so we can do it.

  Customer response

  09/12/2023

   
  Complaint: 20463220
  
  I am rejecting this response because: For the first matter **** never told you were not going to fill cracks, secondly the day your people came to my house was supposed to be in the afternoon, they showed ** in the morning. I had to take the afternoon of work unpaid that was when the appointment was scheduled. Why does the *** office out of the ********* area fill the saw joints? A person I know in ********** had his floor done and that crew filled his joints an he never even had to ask. I also gave him heads up before the crew came, nothing was said about voiding his warranty,same company everything should be the same I would think. why would I have to take everything out of garage to fill the joints? I will gladly move things away from the joints. Are you gonna grind the whole floor again? If so I will take everything off the floor. Lets work on this together so we can get it resolved. My phone number is ************ if you would to call instead of us going through all of this.
  
  Sincerely,
  
  *************************

  

  Business response

  09/29/2023

  I will have ****** reach out and schedule this.  Yes you would have remove everything if we are going to grind the whole floor.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TSR did a project in my basement on June 28th, 2023. I paid approx. $4500 for approx. 500 sq ft of floor coating. The guys were nice and did a good job on the floor but they left a mess. The very fine dust from the work spread throughout my basement and covered everything including a new couch, 2 computers, and a TV. All they had to do was hang a 7 x 10 sheet between the job site and the rest of the basement. I'm very surprised they neglected to do that. We are still cleaning off things. Every wall and the entire ceiling was also coated. Also, they left one of my trash cans half filled with toxic smelling items.I had a crew in shortly before this who dug a trench 3 ft deep the length of my basement in order to replace the sewer line - a major job and a horrible mess. But when they left you could barely tell they were ever there. That is what a customer should expect.The warranty coordinator replied "I understand the dust can be a mess but in out contract it states the following.. It is the responsibility of the homeowner or property manager to remove all personal items from the project area. We are grinding concrete with metal diamond blades which can in some instances create dust depending on the softness of concrete. If you want an area taped off with plastic do so prior to our install.Maybe this negates this complaint in the eyes of the BBB, but I don't believe it should. People don't read the fine print. Contractors should use common sense even if it's not stated in the contract, especially at a cost of $4500. One of the team members could have even said, 'there's going to be a lot of dust. Would you like to hang a sheet before we begin?'

  

  Business response

  07/23/2023

  ****

  Sorry you feel this way.  We do put in our contract that it is the responsibility of the homeowner to remove the items they want and to cover the areas they wish to have covered prior to our arrival.  The disclaimer is listed right on the first page of the contract under additions, notes and special instructions. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We were never advised nor was it in the contract that our existing caulked expansion joints would be totally cut out. Had we known this, we could have discussed options for an all around nice looking job. However, we are now left with 1 x2 1/2 crevices, which this company refuses to repair. They advised us to get **** and fill them ourselves via an email after we sent pictures of the problem. They said their contract states they do not fill expansion joints. This was not an issue when we signed the contract because we had filled and stable expansion joints that we thought would stay that way, as they had been for 35 years.Further, we called the local manager three times and left messages but never received a call back. So then we called the corporate office and the owner of ICON called back quickly, but was abrupt and not concerned with customer satisfaction. He offered no help. We expected his company to repair the expansion joint issue they caused but he refused. We think this company should reimburse us for having to repair the damage they caused to our expansion joints and work on improving their customer relations.

  

  Business response

  07/06/2023

  ****

  In order to coat the concrete we have to encapsulate the edges down into the expansion joints.  If the expansions are filled with caulk it needs to be removed to perform our duties.  We never fill expansions with anything.  It would be the responsibility of the customer to do so if they wanted that done.

  Customer response

  07/07/2023

   
  Complaint: 20257567
  
  I am rejecting this response because:
  Nowhere were we told about them cutting into our expansion joints. They created deep crevices in our expansion joints where none existed . We thought it was all surface work. Poor communication on their part and very surly treatment when we complained 
  Sincerely,
  
  *********************

  

  Business response

  07/23/2023

  Unfortunately for us to to complete the work we were contracted for we had to remove the caulk so as to able to apply the coating in a manner that would suffice our warranty.  We do not re-fill expansion joints per our contract.  

  Customer response

  07/24/2023

   
  Complaint: 20257567
  
  I am rejecting this response because:
  Your product did not go all the way down into the expansion joint so its not adhering to most of the crevice you created. You should have just removed enough for you product to adhere and not leave the rest with no product whatsoever. And we have not received our warranty which was supposed to be sent after the final payment, which was made and cashed by this company. 
  Sincerely,
  
  *********************

  

  Business response

  07/25/2023

  **** you can't just "remove a bit of caulk to do the coating"  the caulk cannot be there when we do the coating.  I have sent your warranty and floor care instructions sheet to your email.

  Customer response

  07/26/2023

   
  Complaint: 20257567
  
  I am rejecting this response because:
  Very unprofessional for a company to leave a job unfinished. Period.
  Sincerely,
  
  *********************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of installation, October 2022 I had my newly poured garage slabs coated last year. The installers were aware that my slabs were new and they suggested waiting a few days for the moisture to dry before installing, which we did. Since installation, large pieces of the coating have simply detached from the area where the coating meets the driveway concrete. I initially requested warranty service in March of 2022. I have been trying to work with the local rep for months, after not receiving replies from him for a couple of weeks, I left a message at what i think is their main office *************) earlier this week. After three days of no call back I called again today and reached someone, I believe her name was *******. She then informed me that the location in my town has been closed and therefore my warranty is void. There appears to be another location in ******, about an hours drive to my home, but apparently it's easier for them to wipe my warranty off the books than to send a guy down.

  

  Business response

  07/06/2023

  John 

  I spoke to you via telephone already.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TSR warranty claims that they dont cover cracks to their coatings. I was told they cover chipping and peeling. If you look at the photo the coating yes looks crack because it is peeling away from the concrete in my garage. We paid them $8000 to do our garage and front walkway and porch. Its less than 3 years old. Their resolution is to charge me additional $250 for the repair. Their warranty is terrible!!

  

  Business response

  07/06/2023

  *******

  In your picture you sent that is clearly a crack and separation of concrete which in turn separated the coating.  As you stated in your email we do charge $250 to repair a crack.  If the coating had peeled off or chipped away without evidence of substrate damage it would easily be a warranty issue and would have been handled.  Its so blatantly obvious that this is a crack and separation of your concrete I can't understand why you are upset.  We cannot keep your concrete from cracking, nothing will.

  Customer response

  07/07/2023

   
  Complaint: 20251939
  
  I am rejecting this response because:
  The concrete did not crack beneath the coating. If the wish to come out and look they should they never offered to come look at it. The concrete beneath is 40 years old. I am pretty sure its done cracking or curing. 
  Sincerely,
  
  *****************************

  

  Business response

  07/12/2023

  We have completed over ****** projects.  I don't need to come and look at your project to tell you the concrete has developed a crack and it split the coating.  I can tell your concrete is cracked from the picture you submitted.  If you want to have it repaired its $250.  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a Commercial General Contractor opening a personal restaurant that we own. We are a highly regarded firm building all across the country, doing over $50 million in work yearly and hiring thousands of subcontractors yearly. NEVER have I met more of a team of crooks. In 10 years of business we have never had this happen to us. See associated document with explanation as to what happened:

  

  Business response

  06/14/2023

  *****

  We had a signed contract showing an install date of 3/29/2023.  Although we appreciate the amazing size and scale of your business at $50 million, we are double that and it is why our customers are picking an installation date at time of sale or within 14 days of actual install if one is available.  The install date is not able to be modified prior to 14 days because we are generally 8-9 weeks out.  We aren't able to just show up to do the floor on a whim.  The timeline needs to be precise which is why the date is picked and signed on.  The down payment is non-refundable as is the remobilization fee for not being ready when you said you were.  We still pay our guys for the day even though you weren't ready.  

  If you wanted to find a new installer that could meet a potential new timeline that was your own decision and does not change the contract you have with TSR. Additionally it should be noted that your vulgar language to my staff on the phone is not going to be tolerated, nor are the emails calling ** a "complete garbage s*** company."  GPC as a company has been completely unprofessional on all accounts during this transaction.

  It is ridiculous to set an install date for 3/29 and not be ready.  Calling my office a month later on 5/1/23 thinking we can just get you in within 10 days and then being upset about it when we tell you no is absurd.  Unfortunately as I read through your own timeline that you wrote its clear to me the person that loses here is the restaurant you were hired to "generally contract" the build out for because its obvious this wasn't the only deadline you missed on this project and likely there were other contractors you did the same to.  

  The reality of this situation is that you "subcontracted" to a company that is much larger than yourselves and we held you to a timeline that you picked yourself and also held you to the contract you signed.  The fault here isn't with TSR, it's with GPC not being able to deliver and meet deadlines.

  Contract showing 3/29/23 install date is attached.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TSR coated the main area of our basement floor in early January, and we've had issues since then. Our goal for this project was to have a floor that reduced allergens and was easy to clean. First, the workers left a mess that we had to clean up. They left piles of the chip material around, and there are still chips in the electrical sockets we can't get out. Second, we weren't happy with the job. The floor is still too rough to mop. After calling a few times, someone came out for a third time to fix the issue its much better, but there are several random bits stuck in the clear topcoat that we now need to sand down ourselves. Third, our biggest issue has been with the dust created. We were warned there would be a lot of dust, but this was apocalyptic. Installers did not block doorways (to storage room and to upstairs), nor were we instructed to do so ourselves (we did remove doors as instructed). Our entire house was covered in a layer of dust a bit thicker than paper. Took me a week to dust our main floor. We need to hire a professional cleaner to clean our storage room - it's still so dusty I can't spend more than a few minutes down there without coughing/wheezing. My husband and son have allergy issues, and they've been having nonstop respiratory issues since installation. I can't prove it's the dust, but I have doubt it's related. A few weeks ago, our heater broke. The repairmen told us it was because our HVAC system was so clogged with concrete dust. We had to spend $1k to fix it, and they also told us our entire ductwork system needs to be cleaned immediately (we don't have the money for this). I've called several times about these complaints and to ask for a partial refund, but I have not heard from any supervisors like I was told to address the other complaints. It's been almost four months now of being unable to use our basement because of this installation. We got the exact opposite of an allergen free, easily cleaned floor.

  

  Business response

  06/14/2023

  ****

  I have reviewed your complaint and I have also attached a copy of our contract.  On page one at the very bottom it states  "Additions, Notes, Special Instructions:
  It is the responsibility of the homeowner or property manager to remove all personal items from the project area. We are grinding concrete with metal diamond blades which can in some instances create dust depending on the softness of concrete. If you want an area taped off with plastic do so prior to our install."  We have no idea how much dust is going to be created in order repair the concrete and get a good bond from the concrete to the coating.  I cannot speak on the **** issues as I am not an **** technician.  If you are having issues with stand up flake please let me know and I will have someone come and walk the floor with you and fix the problem areas.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being harassed by *********************** and other employees from this business. The Installers did not complete the job as agreed. Steps and trim were not coated. The installers showed up without a work order. They agreed to stay and do the job until finished, but their manager told them to take my payment mus the $1000 and go ahead and leave. I agreed to pay $4500 for a complete job. I was decent enough to pay $3500 and hire someone to paint what was not completed as agreed with by salesman *****. ****** has now threatened multiple times to put a lien on my house. I set up a time to meet in person with ****** and ***** at my house today at noon. They did not show up or call.

  

  Business response

  05/24/2023

  I have reviewed the contract and it does not state we are completing and coating the steps.  The vertical stem walls in the garage are on the contract and are completed.

*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. ↩