Complaints

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• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Nov 2024, its cracked, leave us waiting, sends boys who are going on Utube on how to seal concrete cracks. The product went under the drain on the lanai , nothing drains. We have to squeegee. Every time it rains, so it sits in water..we had one spot in the corner that wasnt draining they said the would even out with the product. We chose them being veteran owned.Were **** and firefighter . We always use Shark Coating, but they didnt do stamped concrete. This has been a nightmare for us. ****, sends kids out to take pictures that weve already sent 2 mo ago, now its worse. Were so done, We want our money back so we can hire a professional to fix this.

  Business Response

  Date: 07/10/2025

  Dear Dev & ** -

  Thank you for the opportunity to respond to your BBB complaint.  I am sorry the experience has been less than ideal for you both.  

  As you are aware, you contracted with us to install a stamped concrete surface on your existing lanai and an AggreKoat microtopping around your pool deck.  The total amount you paid was $9,538.83.  You tipped my crew an additional $200 for a job well done, and you fed them, which is above and beyond.  

  In the written proposal created by us and signed by you, there is an acknowledgement of preexisting drainage issues with your lanai and your pool decking along the edges where the cage sits.  Our surface toppings did not to exacerbate nor mitigate your drainage issues.  Photos we took also show discolorations caused by water on the old surface in the areas you are having trouble with now.  I've provided you those photos.  In the proposal we did not state we were going to solve your drainage issues.  We stated that at no additional charge we would try to help the issue near your couch on the lanai where water was pooling.  A photo you recently provided shows water over your drain which to me indicates you have a clogged drain.  My point is that we installed the surfaces you requested and did them well. 

  Regarding your comment about Utube (sic) -- my repair team was not looking up how to seal concrete cracks on YouTube.  We've been repairing cracks locally for nearly three years.  They were waiting for your repair material to cure so that they could apply the microtopping and then seal it.  I wanted them to get you as quick a return to service as possible without sacrificing job quality.  Now do I wish they were spending their time better while waiting?  Sure.  But as I stated to ** in his private email complaint to me that preceded this BBB complaint, they were not watching instructional videos.  (I will also say that one of the crew you have incorrectly claimed was watching crack filling instructional videos is also USMC.  Sure he's young, but he is **** and has been with me a little under two years now.)

  You are covered by our 1-year warranty (and are still as of this response) but it is not an unlimited warranty.  It does not cover cracks in the new surfaces if the underlying slab moves when the earth moves or erodes.  It does not cover our materials when they are submerged under water for extended periods.  The AggreKoat is particularly susceptible to de-lamination when left submerged.  No amount of commercial grade sealer can protect it in that instance. 

  We would be happy to return for another warranty repair visit.  If you would like that, please email me.  I offered that to ** again just today in response to his email.

  Thank you again for the opportunity to respond.