Business ProfileforInnovative Surfaces of Texas Inc

Good product -but almost non-existent follow up customer service.I had my pool deck and covered patio coated about ***** years ago with several of their products. Products worked well, but I experienced poor customer support when I had an issue afterward. I actually got better support from their national competitor when I had a problem. After 15+ years after installation I had a small area, about 14' X 17,' that was off the pool and needed a touch up. I wanted to buy some paint to re-coat the area. (when the area was done originally, they left a small container of touch up paint). I called the IST who informed me that they don't sell the paint but someone could call me and/or come over to give me a quote on redoing the area. I said OK.I waited a week with no response from them. I called again and was then told that they checked and "had no record" of me. I had my receipt, and told them the name of the man who installed the products and who also signed my receipt. I was then told that he "didn't work there anymore". What difference does that make? They then admitted that I was a customer. I was told again that someone would contact me. I waited another week, more than two weeks from my initial call, and heard nothing back.In frustration I contacted their national competitor, who sells similar products. In spite of the fact that I didn't use their product to begin with, the competitor spent 10 minutes with me on the phone to find out what I wanted to do, and suggested the product that I needed. They quickly mailed me a color matching sheet, complete application instructions and contact information for a distributor who could supply their product. After finding an alternative source for what I needed, I called IST to let them know how unhappy I was that I never heard back after two prior calls and two weeks. I then was switched to multiple people there and was essentially told that "with everything going on" they didn't get back to me. During this exchange they also repeated that the man who signed my receipt "didn't work there anymore". Again, I have no idea how that affects anything. (My guess is that mine would be a small job and they simply weren't interested, but that's just my opinion.) I got into a somewhat heated and unproductive discussion. Since I already had a source for another company's alternative product, I ended the call. Again, I am pleased with the product itself, after 15+ years in the hot Texas sun, hailstorms, ice storms, traffic around the pool and patio, etc., most of it still looks good. Based on my experience, I would recommend the product. That said, I cannot recommend the company because of this disappointing customer service experience.