I contracted with Accu-Coat for a polished concrete floor. The final product does not look like the floors in their brochures. They polished it a second time, but it still does not look right. Additionally, it is not stain resistant as they said it would be, and the joint fill is cracking. Overall, I feel they provided a poor quality product based on what they said they could deliver and what I paid for.
Product_Or_Service: Polished concrete floor
At this point, I would like a refund for the poorly done job. I do not have confidence in them being able to properly finish the floor.
We can understand if a client is dissatisfied with the results of a floor finishing installation. All concrete is different and all concrete finishes differently. It is not like a paint or an epoxy which lays on the surface and is a solid color thruout. Every client is made aware of this. Concrete can also flex, expand and shrink with temperatures. We can only improve the slab of concrete we are provided. Mr **** received the finest result based upon these efforts. If the slab is very porous, it will not have a high shine, if it is too thin, it may flex and shift, cracking any joint filler beyond its normal capacity for movement. We did not place this concrete, nor did we finish it. We polished the surface and applied a stain guard. What really surprised us is that this client has lived with this floor for nearly a year and this is the first time he has complained. Why did he not call us? Why did he not ask for us to return and see if there could be anything done to improve his specific situation? Its a mystery to us. Perhaps this client understands these variables to be what he bought and now is unhappy with his decision. As he has not called us, we do not know. The work was done in February, we returned to provide some additional improvement and 10 months later we see this complaint. If you leave chemicals laying on the surface of the floor, it will stain over time. Concrete breaths and even with stain guards installed, there is a limit as to what can be withstood. We have not seen the garage since we left him a happy client 10 months ago. There is no telling if the floor has been damaged by the client in these past 10 months via improper care. Based upon these concerns we cannot refund any funds unless it is inspected & determined to be our deficiency and not that of the owners.
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, Accu-coat is not being completely honest in their response. They promised a shiny slab and sent me a brochure of what the floor would look like. This is why I decided to polish it and not epoxy it. Again, they promised it would look like in the brochure. They never said anything about the concrete potentially being porous and not providing a good finish. Additionally, their employee told me that after he had sanded the floor he knew it would not turn out right. Had he stopped then and told me that, I would have told them to epoxy it. That would have solved the problem, but he chose to go ahead and try to polish it. So, I did not get what I paid for, and had them come out to polish it again, but I don't know if they even did anything. Here is an excerpt from an email received from Accu-coat:
" From: Accucoat LLC mailto:firstname.lastname@example.org
Sent: Tuesday, January 27, 2015 1:24 PM
Cc: Accucoat LLC
Subject: Garage floor polishing project
I'm glad we were able to come to terms relative to your garage flooring system. I am sure you will love the final outcome....
All polished concrete carry's a one year materials and labor guarantee. Deficient concrete is not covered in the warranty. (Concrete which delaminates below surface and leaves a divot) and of course, damage/abuse is not covered. Other than that, it is warranted. Polished concrete is a virtually indestructible floor finish. It would be HIGHLY unlikely that a warranty would be needed, yet we still warranty all work...
My floor has not been abused and doesn't fall into the potential deficiencies mentioned above. It is still within the warranty period and I am unsatisfied with the final product.
Regarding why I have not contacted them previously, I travel a lot for work. I decided I would wait and see how the floor would wear and shine after several months. So, over the holiday I had time to file a complaint about the poor quality product they provided as it is not up to the standard they promised. Had they informed me the concrete would stain, I would not have chosen the polishing. The epoxy would have been the better way to go. Since I travel a lot, the floor has had minimum use. I was not informed of any special maintenance procedures other than mopping it. They are welcome to come inspect the floor.
Perhaps, if they had sent someone to inspect the final product when the project was completed, we could have avoided this situation. Letting the guy that does the job be the final inspector, is not the way to go.
Final Business Response
Mr. **** hired Accu-Coat, LLC to polish his garage floors. Accu-Coat, LLC did not place the concrete, nor was Accu-Coat, LLC involved in the initial finishing of the concrete. Accu-Coat, LLC understands when a client is not happy with the "look" of a chosen concrete floor finish. Concrete floor finishing covers a wide "spectrum of results", meaning no two floors will ever look the same, as no two slabs are identical in nature. Mr. **** was, (as all clients are)informed of this. Yes, the photos he saw on the website are of actual results achieved when the polished process is implemented. The installer is always focused on providing the finest polished floor finish - which the concrete will allow for. An installer can only work with what they are presented and cannot guarantee the same result as another floor, installed in another location. Regarding Mr. ****'s specific project, the floor was found to be not flat in the least. Poor installation by those who were there before us and the poor finishing of this floor at the time of installation required Accu-Coat, LLC to invest a lot more time into Mr. ****s polished concrete flooring project. Time and materials which were NOT charged to Mr. ****. The floor we were given initially "looked" good as it had a matte finish and therefore, no imperfections could be seen with the naked eye. Once we put floor grinders on this slab, another story presented itself. The floor was not level, it had many waves, bumps and rolls in it. We took an additional 8 hours of grinding this poorly installed floor in order to improve it to the point where we could begin the polishing process. As to his point, Mr. **** was not there when the work was being done until late in the day, after sundown. During this time, he came out to the garage and had a one on one discussion with the installer. The installer walked the floor with him and pointed out the FACT that the floor was NOT installed well and that we were working additionally and at NO COST to him to get it to a point where it would provide a decent result. Mr. **** fully understood this and at that juncture could have opted to do an epoxy overcoat. He did not. He did say he appreciated all of the added work (at no cost to him) to get his floor in a better condition. We even returned to his home after completion to apply more stain guard and to re-buff the surface. As to Mr. ****'s issues with staining, any polished concrete will, over time, stain when fluids are left lying on the surface. Polished Concrete creates a breathable floor. To his comment, if he knew he had cars leaking on this floor, he should have placed a mat or other items to catch these fluids. All of this was covered with Mr. **** at the time of his completed project. After which, he happily paid his invoice IN FULL. Now, 10 months later, based on non-warranty issues, he levels complaints against Accu-Coat, LLC (without ever contacting us first) for the work done at this home - which he had fully approved. Although we are unhappy to hear about his feelings about this floor, it was done properly, he was fully aware of what he was purchasing and he received a great deal more work than what he has paid for..... His request for a refund will not be honored.