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:03/11/2024

  Type:Order 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.

  Complaint: ********
  
  I am rejecting this response because:

  
  Helpy promised to show us samples of their work. The attached file shows the images are in the quotation under "Job photos".
  The claim that 5 inches of foundation was laid is laughable and not true. Helpy did purchase enough concrete to lay >6 inches of cement on our 320 sq ft floor, but photos attached clearly show = 2 inches of cement was laid everywhere. This actually highlights another issue in that Helpy seems to have stocked up on the extra concrete without refunding us for it. I am not sure why they claimed that we initially asked them to just stain the existing cement - our whole project goal was to cover the uneven flooring and then stain it in the first place. This request was actually made on BBB and Helpy responded to it, so they should understand that we never requested that they just stain the existing floor.

  
  One of the images Helpy shared does appear to be glossy, but this was while the floor was very wet with water right after they stopped working on it. We have uploaded pictures of the dry floor taken 3/15 that highlight how obvious it is that it was not etched, primed, and decorative stained using the materials and steps outlined in the quotation and contract. I reiterate that on Wednesday, 3/6, Helpy responded to us not liking the color by smearing a dry white powder over the top of the cement floor, which was baffling and totally inconsistent with the **** semi-transparent stain outlined in the quotation and contract, which is a spreadable liquid and not a powder.

  
  I had mentioned having the police ask them to leave if they arrived only after insisting that we will not be meeting at my house to discuss the matter further and Helpy refusing to take "No" for an answer. My mistrust and refusal to meet with Helpy in person is because they repeatedly insisted the job was completed while it obviously wasn't, were initially resistant to the idea of finishing the job BEFORE final payment, and seem to have no idea what the decorative stain work outlined in their own contract would entail. The revelation that they used other people's work in their Job photos further made me further unable to trust them. After e-mailing, texting, and calling Helpy insisting that they are not invited to my house, they refused to accept "No" for an answer about ten times and I reluctantly had to insist that if we could not convince them to stay away ourselves then a non-emergency safety call to the police could be necessary.
  
  Sincerely,
  
  ****** *****
  

  ****************************** ************************************* ****** ** ***************************************************************************** *** ********* **** ***** ******** *** ***** ** ***** ** *** ***** ***** ***** ******************************************************************* 
  Our quotation and contract with Helpy are available on request if the link provided does not work.
  We seek to cancel the contract because Helpy failed to complete it and has no evidence they will be able to complete it. They convinced us to sign by fraudulently using images of other peoples work to deceive us because they have no experience with tinted/stained cement.

  Business Response

  Date: 03/14/2024

  Response to the customer regarding the tinted basement foundation:
  
  Regarding the issue of the photographs, we sent 8 pictures, of which the customer claims 3 are from the internet. These three pictures are merely examples of what the work entails; it's not indicated that they are images of our specific work. We carried out the foundation work (a 5-inch foundation was necessary before tinting to level the uneven structure and correct floor flaws prior to tinting), despite initially being asked solely for basement floor tinting. We informed the customer that the basement is a high humidity area, which would prolong the drying time. It was explained that drying the foundation is necessary to see the final effect. The work was completed entirely, but unfortunately, it did not meet the customer's expectations. As a reputable company, we are prepared to make the necessary corrections. However, the customer has filed a complaint, and despite our respectful attempts to resolve the issue, they have arrogantly refused, even threatening to involve the police, despite no disrespect being shown. They have disregarded any opportunity for dialogue and ignored our willingness to make necessary corrections. Despite the work being finished and a solution offered to meet their expectations, payment has not been made. Their refusal to accept a solution leads us to believe they have no intention of canceling the work. Photographs of the basement before and after the work are attached for reference.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ***** ***** ****** **************************
  ***** ******* **** *** **** **** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  
  
  

  Hello,

   

  Regarding the below complaint #********, the company has made the requested repairs. Their work is still subpar, but my complaint can be closed out. Thank you. 

   

  Barry