Complaints

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• Initial Complaint

  Date:05/16/2025

  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.

  At a cost of $2300 I had Epoxyman epoxy my garage floor. Shortly thereafter, about ***** days, the area started to bubble and leave the garage floor. I called the owner, ***** McDonnell, and he said that its an easy fix but he charged $75 to repair. Although I didnt think that was correct, I agreed and paid the $75. Less than 60 days later, the same problem occurred in the same area he had repaired after I had paid the additional fee. I have tried on various occasions to reach him. The only response I received was that he was overseas taking care of his ailing in-laws and wouldnt be home until summer. After all my attempts to obtain a response, Ive heard nothing. Ive sent 2 emails, 3 text messages with photos, and left 3 voicemails.All Im asking is that he repair the damaged area..nothing more.

  Business Response

  Date: 06/06/2025

  Dear Ms ******************* you for the opportunity to respond to the complaint filed by Mr. ***** I take great pride in the integrity, professionalism, and high standards of my work, and I would like to respectfully provide clarification regarding this situation.
  
  There is no fault in the product or workmanship I provided. The damage in questiona ***** in the flooring as seen at the photo provided by the customerwas clearly caused after installation by the customer. Although the damage was not related to any defect or error on my part, Mr. **** insisted that I return to repair it. In the interest of customer satisfaction, I agreed and completed the repair.
  
  It is important to note that my contract and warranty agreement, which Mr. **** acknowledged, clearly states that each service visit requires a minimum trip charge of $75. This policy is standard and ensures fairness for time and travel along with materials used, and it was clearly communicated from the start.
  
  Upon arriving to complete the repair, I was met with unprovoked hostility and verbal abuse, including demeaning comments about my work and product. Despite this, I remained professional, respectful, and completed the repair to the best of my ability.
  
  Shortly after, I was required to travel overseas due to a family medical emergency. My father-in-law had been diagnosed with cancer and was undergoing procedures and a relocation to accommodate his care. My wife and I, as his only family, traveled to support him. During this time, Mr. **** reached out again with another repair request. I explained that I was out of the country and would address his concerns promptly upon my return.
  
  In the meantime, I received reports from other customers and community members that Mr. **** had been publicly spreading false and damaging claims about my business and services. These statements are entirely unfounded and threaten the reputation Ive spent decades building.
  
  I have been in this line of work for over 30 years and have served thousands of satisfied customers. I take great pride in what I do and I stand by my work and my word. I made every reasonable effort to address Mr. ***** concerns, even when the damage was not my responsibility. However, I believe it is fair and necessary to draw the line when I am being verbally attacked, disrespected, and harassed.
  
  At this point, I must take appropriate steps to protect myself, my business, and my reputation from ongoing harassment and defamation.
  
  I am fully prepared to provide supporting documentation.
  
  Thank you for your time and for reviewing this matter objectively.
  
  
  Sincerely,

  ***** McDonnell

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23338961
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23338961
  
  I am rejecting this response because:

  
  I reject Mr ********************* response for the following reasons:
  
  1) The main part of the garage is in good shape and the epoxy covering is as it should be. The area in question is near the garage door that he originally said was caused by moisture due to improper preparation and workmanship. The attached videos speak for themselves supporting my claim.
  
  2) His comment that I was hostile, abusive  and demeaning is totally false. My wife even witnessed our conversations as she aided me in looking for some chips for the floor as Mr ******************** failed to bring them with him. I even thanked him for coming to make the repair, although I felt I shouldnt have been charged the $75, which I paid by check.
  
  3) November 5, 2024, installed epoxy floor. December 17, 2024, first issue with bubbling and peeling. His response, ********** the product is working as intended, however some moisture rose from under the concrete slab below and pushed it up, but Ill be able to set it back in place just fine, no worries. Its the only thing that would cause that. This should never reoccur again  (Repaired after charging me $75.) January 28, 2025, repaired area is a problem again. His response, Best thing to do is apply a tiny amount of super glue.. Im unable to to come till this summer  Additional text messages sent on February 10, March 25, and April 3, 2025 accompanied by photos or videos. NO RESPONSE until I filed this complaint with the BBB. ( I have all the emails and text messages as supporting documentation.)
  
  4) If Mr ******************** had any pride in workmanship as he professes, all he had to do is respond to me and state that he would contact me upon his arrival back in the states. Instead, he chose to ignore my texts, emails and voicemails until I registered this complaint. I even had a neighbor come by and asked who installed our flooring . I advised him that he did a good job but wait until I hear back from Epoxyman. When I did not hear back, I sent my neighbor an email recommending that he not use his service, and in the interest of full disclosure, I copied Mr ********************.
  
  This can all be easily resolved if Mr ******************** repairs the area in question in a timely fashion.
  
  Sincerely,
  
  ***** ****