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Complaint Details
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Initial Complaint
09/25/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Three days prior to Ninjas installation we had a $7000.00 deck installed with *********** The concrete adjacent to the new ********** deck was part of the quoted job with Ninja. The Ninja installers did not attempt to cover the deck boards at all, therefore getting paint all over Trex. We attempted to contact Ninja on multiple occasions to discuss the damage to the deck. Without contacting us to discuss a solution, Ninja installers were sent back to our residence where they tried to remove the paint with some type of chemical. You can not use any type chemical on Trex without causing damage. We finally got the approval from ***** to get a quote to repair the deck. On 9/12/23 quotes were emailed to Ninja. Again, no response. ************ finally talked with ***** (manager) to discuss the quotes. ***** was unprofessional and rude. He preceded to chuckle and have complete disregard for the damage. Not once did an employee apologize for the damage caused. No employee called us to offer a solution to the problem THEY caused. We believe consistent, open communication could have mitigated the issues we encountered during this process. Today marks our 50th day of this process and we were reminded of that with a threatening letter from Ninja stating if the remaining balance of our bill was not paid in full within 7 days a lien would be placed on our house. 50 days of our brand-new deck being damaged, 50 days of begging, calling, emailing and texting a company that doesnt respond or communicate with us. Our deck has not even been repaired nor do we have a set date that it will be repaired. It was NEVER our intention to not pay the remaining balance of our bill. We paid the balance of our bill today, September 25, 2023 even though our deck is not repaired. We chose Ninja based on a word-of-mouth recommendation. We anticipated a smooth, flawlessly executed installation and what we received falls egregiously short of that standard.
Business response
09/27/2023
it is unfortunate when accidents happen and we have made arrangements to completely replace the customers Trex deck materials. The replacement costs associated with these repairs will be completely paid by our company.Customer response
09/28/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*********************Initial Complaint
05/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date if transaction: December 19, 2022 Amount of money: is $1,043.45 Business committed to provided you: Garage concrete coating Nature of dispute: Went out of business in ******** and never finish the job, asking for down payment back. Business has tried to resolve the problem: Said they are going to refund money, nobody has call me, and still no money in the credit card account. Contract number: ***** invoice number ****Customer response
05/19/2023
You can dismiss the complaint regarding # ******** code 54739051-AF92B the refund has been put into my account the same time I was filling out the paperwork thank you for your time *********************Customer response
05/19/2023
You can dismiss the complaint regarding # ******** code 54739051-AF92B the refund has been put into my account the same time I was filling out the paperwork thank you for your time *********************
Sent from ********************* (*********************)
Initial Complaint
02/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On January 25th 2023, I contracted with Ninja Coatings to coat my garage floor. I paid the full invoice of $4095.00 and the job was scheduled for February 20th, 2023.On February 17th, I reached out to my sales rep to ask about changing the date since the weather was predicted to be below freezing, and I wasn't sure if they could do the work in that weather. My rep let me know that I had received special pricing because I was having the work done in February, and after initially agreeing to push it out to the 27th, he called and said it would have to be the 23rd. I agreed and hoped the weather would cooperate.The morning of the 23rd was below freezing, but my garage was empty and I was waiting for either a call or for a crew to arrive. I began calling my sales rep at noon, with no response. I then tried the office, and was told that someone named ****** would return my call. ****** did return my call, but told me that I was not on the schedule and she did not even know why they would route my call to her as I needed to speak with my sales rep. *** said she would forward the message on to him.At 5:31 pm I received a text message from my sales rep stating that he was sorry for the mix up, and that someone from the office should have reached out to me the night before to let me know that they could not work in the freezing temps. He apologized for not letting me know in advance that it was a possibility (he must have forgotten our earlier conversation), and said someone would be in touch soon to complete the project.On Friday, I still received no call or messages, and despite several calls to the office, was not able to speak with anyone other than an operator who promised someone would call me. I then started asking for a refund instead of rescheduling. I still received no response.Today is Monday, February 27th. I have tried to reach my sales rep, and I have called to office. It is now 2:30 pm, and I have had no response.Business response
03/11/2023
A decision was made to issue the customer a complete refund due to unanticipated circumstances. We have apologized to the customer who was understanding and accepted this resolution.Initial Complaint
05/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On November 30, 2021 a salesman came out on appointment and quoted price to install Ninja Floor Coating on my carport/outdoor kitchen area. He had me sign a contract which was on his tablet and advised that he would send me a copy which I never did receive. He collected a deposit which Ive paid by credit card for half of the project which was $5000. There was not an installation date scheduled at that time he said they were running behind on installations and it would be a few months before they could get to it. Sometime later I had called and inquired about having an early February installation and we had tentatively set for February 14 depended upon weather conditions. This installation was actually going to be a surprise for my husband and when I told him of the project he said that was not going to work out because we actually need to raise our slab about 6 inches for height purposes since we live in an area that gets often nuisance flooding and that is our short term plan. It would be pointless to coat the slab and cover it up to raise the foundation. February 14 came and went and I later contacted Ninja Coatings and advised of the situation. I was told that my $5000 deposit was nonrefundable and I would either forfeit it or I could opt for a smaller project. This was after making numerous calls to their answering service over and over to finally get someone to return my car and leave me a message. Very poor customer service. When I finally did speak with someone I advised that I would Understand and be willing to pay a small fee for having them process a credit card payment but certainly not $5000 for not having done the job. I have a full call log of each time I attempted to reach Ninja through their calling service. I also have my phone records with the only one number they have on file for me showing they did NOT Make numerous attempts to reach out to me leading up to February 14th. There was one text msg received the day before that was missed. Beware!Business response
06/11/2022
This project is for a concrete slab on the ground level of a raised house (see attached photos). The customer states that the slab needs to be raised 6" because of flooding. Our product would protect the concrete slab and make it much easier to maintain so it is perfect for this home. Our contracts are digital and emailed directly to the customer the moment the agreement is signed. The terms of the contract clearly state that deposits are non-refundable after three business days. The deposit will be applied to the remaining balance of the contract if the customer chooses to honor their commitment and allow the work to commence. If the customer chooses to cancel they will be under no further obligation but the terms of the contract will apply. (see attached)Initial Complaint
05/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello Better Business Bureau. I would like to ask you to assist me in getting a refund back from Ninja coatings. I called ninja Coatings about a small project my front porch. They sent me a salesperson to describe the product and give me a price that we agreed on of $3,000 this was on February 15th of 2022.. I was asked to give a $1,500 deposit check so I did. The sales person said the deal would be a 1 Day project and should start shortly. Since that I have developed financial and medical hardship not allowing me to complete the project and sent a formal request to paint Ninja asking for a refund and to cancel my contract since it was $1,500 I figured there was not a problem. I received a letter back from Ninja coatings on April 25th of 2022 saying sorry we can cancel your project but not return your deposit because it has been over 3 days and that was stated in the contract. I don't feel like this is a fair business practice and I was not told this by the salesperson that I only had three days after the decision to change our mind. So now it is May 5th and they will not answer their phone or return my calls. Again I'm asking Better Business Bureau to help me get my refund of $1,500 back I feel this has been a long waiting for having a project done and we are not able to complete now.Business response
05/03/2022
The customers deposit will be applied to their contract balance if the customer chooses to proceed. The terms of the contract which was signed and approved by the customer clearly explain the cancellation policy. See attached.Business response
05/04/2022
See attachment.Customer response
05/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*****************************
Sorry this does not satisfy my complaintThey just sent me the same information in the contract that I did not know about because the salesperson did not mention the 3 day rule.It's sad that are so evil to keep my money and not call or schedule my install after 2.5 months.I want a full refund because I mailed in my request formally and a good company would complySo please ask them againShow quoted textBusiness response
05/15/2022
As stated in our previous response, deposits are non-refundable after three business days. If the customer chooses to cancel their contract that policy will apply,Customer response
05/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*****************************
I see another complaint where they did refund the deposit so why will the not refund mine.Business response
05/21/2022
As previously stated, if the customer decides to move forward the non-refundable deposit will be applied to the remaining balance of the contract. If the customer chooses to cancel the contract there will be no further obligation and the file will be closed.Business response
05/25/2022
That's great to hear. Our installation manager will reach out and schedule the project as requested.Initial Complaint
03/09/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Signed a contract on 17 Jan 2022 and paid $2000.00 deposit. After noticing no firm completion date was stated, I called and emailed company rep to cancel contract on 19 Jam 2022. Under terms and conditions the contract states "The Customer understands that they may cancel this contract without obligation with 3 business days following its execution". AFTER THREE BUSINESS DAYS, THE DOWN PAYMENT IS NONREFUNDABLE. The company refuse to refund deposit.Business response
03/20/2022
The customer's credit card deposit was refunded on March 14th. A copy of the refund was emailed to the customer as well.Initial Complaint
02/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Work was started but not completed. The part that was done is not satisfactory, all payment has been received but all I get is stood up appointments and failure to complete the work. Then company will create appointments but does not feel it needs to keep up with them. Text messages and calls are ignored. I have bank statements to prove it is paid for in fullBusiness response
04/11/2022
This service request was completed on 3/12/22. Please close out file.Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had Ninja Coatings installed September 19, 2019. They advertise that the coatings have a 15 year warranty. In June 2021 we noticed a crack in the floor. We called on June 24 and employee would call back next Monday. On June 28 they said they would see what the weather was like, Then we were told they didn't have the color in stock that was on our patio floor and would have to order it.Then Hurricane came in August so we put this problem on the back burner. This is a synopsis of phone calls we have made to Ninja and their promises to have the floor repaired:Oct 15 I called,"Will check on it Monday" I was told November 2 I called ******************************* (the salesman)who said he would give the call to *****.November 3 ***** called and said they would do a complete floor and will call back in a day or so and do the work in about a week or two November 11 ********************* give the message to ***** November 15 ***** will inspect the floor Wednesday. ***** came out and said they would only do the crack December 10 talked to ****** and he would give this call an emergency.No Call back since this last conversation with ******. The number is usually busy and got ****** on the phone on December 10by using the option for new service.Business response
12/26/2021
The customers concrete is cracked directly above an area where the concrete covers a pvc pipe. The customers contract clearly states that Substrate failure / cracks are not covered by the warranty. Please close out this complaint as it has no merit.Initial Complaint
11/11/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
On October 30, 2021 I signed a contract and provided a $2,000 deposit for a Ninja Floor Covering. The contract did not indicate a completion date, but I was told by the salesman that the job would begin late January or early February. This Monday, the 8th, I received a text stating that the job would be delayed until March.I contacted the salesman and he said the company does not give refunds. No work had been performed yet.My concern is if this job gets delayed after one week, will it get delayed again. All I want it my deposit back or a commitment to have the job done in January, as promised.Customer response
11/11/2021
**********************,
The owner of the business called me. The issue is resolved.
What steps do I need to take to document?
*******************
Initial Complaint
09/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
may 5 2021 contracted with ninja coatings for pool deck as of september 2021 still no date to install pool deckBusiness response
12/01/2021
This project was completed on October 15th.
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Get a QuoteCustomer Complaints Summary
10 total complaints in the last 3 years.
1 complaints closed in the last 12 months.