Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair 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.

  On July 5th, 2021, ****** met with my wife and I with the plan for our concrete patio. We decided on Roman Slate texture and the color stain nickel which was suggested to us from ****** on July 10, 2021. We also went to **** ***** to see a sample of the color “nickel.” Once we received a proposal from ****** which included a 1-year warranty, On August 3, 2021, ****** came out to do our patio. Once the patio was done two of Daniels guys came to stain the top of the patio “nickel.” My wife was concerned because they were holding a container with a sprayer attached to it. The product was coming out in droplets and not even at all. They also did not roll after to make it even. My wife went out to talk to the workers, but they did not say anything. My wife then called ****** and he said it would be fine. A few days later and after some rainy days the patio had turned blotchy all over. We called ****** November 8, 2021, and sent him pictures via text. ****** came over and seemed surprised at the outcome. He said it was covered under the warranty. He called **** ***** and made a video call. While on speaker the gentleman said he had never seen that happen before. ****** then said he knew a guy *****) that was good at removing sealant. He would then sand blast the sealant and use Pro-stain. ****** said that he called **** and would text me that night with a date. I did not hear from Daniel, so we called him back numerous times. Finally getting ahold of him he told my wife that **** was not calling him back. Many calls and texts to ****** with no response. Finally, on March 2, 2022, ****** texted me back and said he would come back and look at it again the next week. He never showed up. Called him and texted him monthly with no response. A few months later he came out with a sprayer and a clean paint roller. sprayed a 10” x 10” section and then lightly went over it with a roller. Nothing happened. We told him something needed to be done. He supposedly, in front of us, called **** and left a message. Told us again that he would call/text us back with a date. After that, our last text to him was September of 2022. We then decided to call **** ourselves. He called us back that night with a quote the next day. He also said that he has not talked to ****** in a long time. We then left a message with ****** letting him know that we got a quote from **** and to return our call. Have not heard back from him. He is not answering calls or text and failed to honor his warranty.

  Business Response

  Date: 07/29/2025

  From: Thales ****** <*************************************************>
  Date: Tue, Jul 29, 2025 at 10:01 AM
  Subject: Re: BBB Message
  
  Thank you for the opportunity to respond.
  
  This patio project was completed in August 2021. As per supplier recommendations, we allowed the concrete to cure for 30 days before applying the acid stain. Acid stain is a reactive product that penetrates the surface and creates a unique, variegated finish. Over time, it may change in tone or appearance due to environmental exposuresomething I was not fully aware could occur to this extent.
  
  When ***** contacted me about the discoloration, I visited the property, reviewed the issue, and agreed the finish did not look as expected. While this type of issue is not covered under our written warrantywhich follows standard industry practices and does not include changes in color caused by stain behaviorI still offered to help resolve the problem at no cost. I tested a small section and proposed re-staining the patio with a different product to improve the appearance.
  
  Later, I met with ***** to discuss this solution and asked, in good faith, that the formal complaint be removed if the issue was resolved. He declined. Despite the warranty not covering this kind of discoloration, I made every effort to stand by my word and offer a resolution.
  
  All work on this projectfrom preparation to stainingwas completed with care and professionalism. While Im disappointed we couldnt reach a final agreement, I remain committed to quality work and doing right by my clients.
  
  Below is the link for *****s and ******s patio project. 
  
  ********************************************************************************

  Customer Answer

  Date: 08/05/2025

  I am rejecting this response because: The photos that ****** has supplied shows you how off the color is.  This is not a case of a different shade of the color we were expecting. This is blotchy and spotted stain. He told us back in 2011 that it was covered under warranty and now he is stating that it is not. It took ****** 2 years to respond to this complaint and never returned our calls.  He lied about material being out of stock and lied about contacting the sand blasting contractor to prep the patio.  We confirmed this with the contractor.  ****** never called him.  ****** kept pushing us off and eventually did not respond to our calls.  Now he is acting like he wanted to do us a favor in exchange for removing this complaint.  Sorry, you said it was covered under warranty.  We decided not to let this contractor back on our property due to the lack of trust.
  
  Regards,
  
  ******* And ****** *******