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:07/20/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  My garage floors were resurfaced and now they are failing. We have a 15-year warranty with this company which should cover the repairs. I contacted the company in order for them to repair and they state that their ***** location has closed and they no longer service our area. We paid $3500 to the contractor in June 2022.

• Initial Complaint

  Date:01/18/2023

  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.

   
  Complaint: 18824498
  
  I am rejecting this response because:

  Hello ******, According to *******, as of June 7th 2022, NLCC is no longer an authorized dealer of their product. I was told that NLCC ended that contract. You may want to contact them to straighten that out if you think otherwise. As for employee displacement from their homes due to Hurricane *** in and around *******, **, I find that hard to believe. The hard-hit areas were in the *************** area, which is several hours south of Tampa Bay. I live an hour south of the ******* location, near the water, and sustained very little damage due to the hurricane. The ******* area sustained even less damage. None-the-less, even if those employees were displaced, that has absolutely nothing to do with my lifetime warranty contract, which lists the ********, ** office as the focal point of contact for warranty claims. I followed the directions of the warranty claim process word for word and went above and beyond that to communicate and send the information relating to the failures of my decking. That included phone calls, emails, text messages, ******** messages, and sending 2 written letters to the ********, ** office listed in my warranty contract.

  I will await contact from someone in the next few days regarding repairs to my deck. Once repairs are done to my satisfaction, then I will accept and close this claim. 

  
  Sincerely,
  
  *****************************

  clean-up work by *********** wife to clean up their mess. Fast forward 4 months, & in December of 2022 I discovered several areas of my deck that are bubbling & blistering from improper *************************** Because NLCC received so many complaints, they decided to close their *******, ** office. Because that office is now closed, the General Manager, *********************************, is telling me that there is nothing that can be done to fix my deck or reimburse my purchase price so I can have another reputable company come in & fix their issues. They're telling me that NLCC of ** is a different business than NLCC of ************, even though the ************ office is the one listed on my warranty contract. In addition, I also found out that NLCC was no longer an authorized dealer of the ******* Coatings chip system at the time I signed my contract. That separation happened June 7th, 2022. So, they falsely misrepresented information in their contract. ******* Coatings has been informed.

  Business Response

  Date: 01/18/2023

  Good Afternoon ****************,

  We understand your frustration.  Depending on the moisture readings of the concrete is the only reason that we can not perform work on a floor.

  If it is humid, it takes longer in Florida for the floor to cure.

  We do have you on a Service List and someone should be contacting you in the next few days.

  We are a registered dealer of *******.

  The Florida office was closed due to Hurricane ***, many of our employee's were displaced from their homes and had total losses.

  Thank you,

  ******

   

   

   

   

   

   

  Business Response

  Date: 01/23/2023

  *******,

  Yes, we were an authorized ******* dealer, until we merged with TSR Concrete Coatings as of 6/6/22.

  We had employee's that were displaced at the time and we had to close the office. 

  There is nothing I can do about the weather and if you are too ignorant to understand what other people are going thru difficult times, then that is on you.

  We have a crew working in the area in the next few weeks, you should be receiving a phone call from TSR looking to make an appointment to service your LIFETIME WARRANTY!

  Regards,

  ******

   

   

   

   

• Initial Complaint

  Date:11/21/2022

  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.

  I am writing to you to register a claim against my Lifetime Residential Warranty.  I have tried and tried to contact you by phone, and have left numerous phone messages to absolutely no avail.  
  
  My name is ********************** our address is ****************************************************************** 34685,  and our home landline phone is ************.  My personal cellphone is ************.   Our Registration Number is ****, and the Date of Application was February 2, 2022.  I also show the **** Project Number is ****, and the Contract Number is 6793.
  
  We hired you to resurface our approximate **** square foot pool deck, and you completed your two day job on February 1, 2022.  We paid you $12,518.00, and while that was a large sum to pay, we were impressed with your sales rep ******************** your VP of Operations in *******, Florida, ********************** and especially your LIFETIME WARRANTY.  
  
  Our pool deck looked great, however there were two areas that appeared to be detaching from the surface.  We contacted ****, he inspected the problems, agreed it needed to be fixed, and repaired the two areas in early June.  After a week or so, we advised **** the repaired surfaces were noticeably lighter than the rest of the deck.  He assured us it would fade in time, and to give it a few more weeks to blend in.  Later in July, we sent him pictures via text; he agreed and advised he would return and correct it.  After some medical issues, and then a funeral to attend out of state, we got back to **** in late August.  We also sent him additional pictures.  He advised that **** would be calling us to schedule a time and date to return.  One week later, we texted **** again to advise no call was received from Gaby, and he advised us she would contact us soon.  Much to our dismay, she never did.  After numerous calls to ************, I finally got thru to Gaby in October, but due to a recent diagnosis of Covid, she could not schedule the repair, and we would need to call back once we were well.
  
  We have since called over and over again, left an abundance of messages at every extension possible, to no avail.  What kind of business does this???  We are a retired couple, on a limited income, and need this issue resolved once and for all.  Please be advised the area next to our pool has also started to crack and is opening up.  Also, find enclosed, pictures of the two areas of concern.
  

  
  

  . After numerous calls to ************, I finally got thru to Gaby in October, but due to recent diagnosis of Covid, we would need to call her back once we were well...Since then, we found out per our original salesman, *******************, the ******* office was closed sometime in October, and everyone was let go. We have left numerous messages since then to no avail.We just want them to honor their Lifetime Warranty, do the right thing and repair this mistake once and for all! We are a retired couple, and need help resolving this issue.

  Business Response

  Date: 01/03/2023

  Due to the unforeseen circumstances of Hurricane ***, the Next Level *****, ** has permanently closed.

   

   

  Business Response

  Date: 01/23/2023

  We have crews coming to the area and someone will call from TSR Concrete Coatings to set up an appointment.

   

  ******
  

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I find that this resolution is satisfactory to me so long as I have TSR's telephone number , address, and representative first and last name to refer to.  A timeframe would be good as well.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I am writing to request your assistance with the account. While I am happy with the floors ( patio, garage, and front walkway) I wish to request the following:The invoice of $5771 included payment for the vertical baseboard area on the back wall of the garage. This area was not done. Could we please remove it from the invoice and refund the amount for the unfinished area? I had been in frequent contact with our installer, ****. We have discussed problems that we noticed at installation on 7/29-30. On 7/31 My husband called **** and sent text photos of areas on the front walk path that did not have flakes. We also noted there were several areas on the patio that had bubbled. **** said we would consult with his manager as to a solution. He said he would be out in a few days to resolve the issue with the flake. The next day we tested the blistering area and saw it had begun to settle, but was not complete. When we called, **** said he would come out, I also told him that we noticed an area in the garage about 1 foot in diameter that the top coat was not fully applied- it was dull instead of shiny. He advised us that he could fix both areas quickly (walkway and garage) and would look at the blistered area on the patio to give us his opinion on whether or not it needed to be redone, or if it would be ok to wait and see. He later had to cancel due to rain delaying other projects. When I followed up to check what time to expect him the following morning, he had to delay again due to rain and a flat tire. The last communication I had was to send a text to request that he come out on Saturday. No reply. When I called ****** two weeks ago, we scheduled **** to come out on 9/20 to fix the three issues- patio, garage, and front walkway. I waited all day on 9/20 and called the Florida office &*********** office twice before noon, and was told ***** would reach out. She said **** just had to stop by the office to pick up materials and will come. He never showed. No call.

• Initial Complaint

  Date:08/31/2022

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************her guy came and pour the final coating. At that time my pool is a mess full with fine dust and chips because on the first day of installation the pool cover they put fell into the pool and they didn't replace it and he said they have a pool guy who will come and clean the pool on the week end. the next day I saw the floor was very bad, after complaining they came once and sand the floor and the result is far from good, I sent pictures and videos and they still haven't sent anybody to fix it, and my swimming pool is still a mess full with fine dust and chips and rocks and they came 4 or 5 times to clean it but always had equipment issue. I had to call the florida office or the ****** ** main office almost everyday and when they do call back they just give an empty promise. I emailed them several time, I even asked to terminate the contract and refund my money but no reply, and they ask me to pay the balance of $3500. It's been more than 1 month my pool and my floor is still a mess.

  Business Response

  Date: 09/06/2022

  HI **********,

  The pool vacuum should be ready on 9/7/22 for pick up after some repairs.

  Once we get the vacuum back, I am sending out the ** guys, to vacuum the flakes from the pool and then we are also looking at the schedule

  to see what crew is available to come out and fix the concrete.  Our schedules book up 4-6 weeks in advance, so it's not that we are ignoring you,

  it is just that other customers have scheduled their jobs 4-6 weeks ago.

  We are continuing to work with you to get these issues addressed as soon as our schedule allows us.

  I have given you my number and we are here to help. 

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

   

  Thank you,

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