Complaints

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• Initial Complaint

  Date:11/06/2025

  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.

  We had our ceilings re textured. So Skytex was hired to remove the old knockdown and re texture the ceiling. They sprayed water on the ceiling to remove the old texture and in less than ********************************************************************************************* less than a month the texture started bubbling and falling off, first in one area then in another. Initially they were going to fix the spot but when more started to fall off he said he would not repair it. He would have to charge us every time some came down because he determined(and he is not an expert) that there were cold spots in our attic. More spots appeared and we have since scrapped all the loose texture off in the entire area leaving only the taped areas where the knockdown remained. He has left us with a nightmare that we are trying to resolve. We would never want him back in our home, I just wish I could get the money I paid him back!

  Business Response

  Date: 23/06/2025

  It is with great disappointment that this has happened. Our number one priority is customer satisfaction and we strive to deliver the best product and results to meet that goal. If there is ever an issue and we are at fault, we would not hesitate to fix the issue to make things right. However, if it is something caused by forces beyond our control and we are not at fault then we must respectfully decline warranty. And as unfortunate as this situation is, this happens to be the case and we were not at fault.
  
  This job was done in the middle of winter and there were 2 cold snaps not long after completing the job. The customers previously had work done in the attic and the insulation had been moved and replaced with insufficient insulation. Some spots even had nothing at all. (Please see provided pics). I could only conclude the ceiling got very cold and the primer did not have a chance to properly bond to the drywall, causing it to come loose. (I had a much more detailed explanation I tried to send but this only allows a 2000 max character response).
  
  Whist I certainly sympathize with the customer and understand their frustration, the issue they are experiencing has been caused by their attic being insufficiency insulated and not due to our workmanship. Because of this we cannot offer a full refund. As a goodwill gesture however, I am willing to issue $200 in the hopes to leave this relationship in better standing and considering this matter closed. 
  
  I have more than 20 years of experience in this industry and have been operating my business for over 10 of those years and so I do consider myself an expert with what I do and I am confident in the process and the quality of our work. 
  
  It really upsets me to know the customers are going through this and I sincerely hope whoever is doing the job that they do a good one to their satisfaction. I wish them all the best. 
  
  

  Customer Answer

  Date: 27/06/2025

   
  Complaint: 23454614
  
  I am rejecting this response because:
  I do not appreciate being placated with an offer of $200.00 after all the anxiety, stress and sleepless nights we have had living with this nightmare.  I want my money back for a very poorly done job.  Skytex website says that they provide high quality satisfaction, strict attention to detail and superior customer service.  It says that he takes pride in his work , but he wanted to charge us to come back if he had to come more than once to fix the ceiling.  He actually told us he believed that the rest of the ceiling would flake off and we should re-board the whole ceiling.  Its interesting that **** believes its cold spots in the attic.  Its true that some insulation was disturbed when the new pot lights were installed, however the areas where the texture was coming down was not in those areas, in fact they were fine.  We have installed a top of the line Carrier furnace that keeps the room a consistent temperature by running all the time.  **** used a cheap app he got off Amazon and tried to show cold spots.  We used a heat gun on the same spots and showed him that they were 18 to 19 degrees.  The ceiling never reached zero , and it never froze.  We had five professionals in to look at the ceiling and they all said it was an improper application, in fact they believe no primer was used because the flaking exposed bare drywall.  **** was her with his helper for 3 half days.  The fellow we hired to fix this mess was here for seven full days.  Two and a half days just to remove the mess.  The only places that stuck were the joints and the areas where the insulation was disturbed.  Now that we have had a professional in we know what a good job is!  
  
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