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:05/26/2025

  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.

  During the installation of the floor, crews damaged large planter, screen door, debris left inside pool and glued pool skimmer cover. For the past 2 months we have called and emailed with no resolution or reimbursement for damage, despite following their initial instructions to replace and send them the invoices. In one of our follow up emails we also notified them of a fall caused by the slippery floor. All we got was a will get back to you email with no follow up a month later. We want reimbursement for the damage and someone to come back and correct the dangerously slippery floor.

  

  Business Response

  Date: 06/04/2025

  In regards to the reimbursement for the damages we are in agreement and sent out a reimbursement agreement via ******** to the homeowner (4/8/2025) and have not received it back to give the customer the reimbursement for damages.

  In regards to the surface being slippery, we do warn customers of this possibility and have all customers sign off on this. That being said, this floor was installed according to spec and if additional work to add more traction control is requested, the service would come at an additional charge that the customer is welcome to contact us about. 

• Initial Complaint

  Date:05/07/2025

  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.

  OX Flooring came out and spoke with us in 3-11-25 to do a covering of our garage floor. I informed them that I would have to find a company to come and package and hold all my garage holdings while they did there job. I called a moving company to come and pack up and hold my stuff on said dates. 4-22-25, So OX Flooring could come out on 4-23-25 and do the coating. When the salesman was at the house and we were picking colors, I told him I wanted the area under the baseboard to be done! When the workers started the job, they said it wasn't in the contract. So what happens, OX Flooring charges me an extra $300 because of the incompetent salesman who I now feel lied to me. Next as the full day progressed they get to the part of scraping off the extra chip and realizing they DID the wrong mix and a huge mistake has been made. My belongings are supposed to be delivered the next day. They return the following day and redo everything. I'm sorry but, they never scraped off under the baseboard that they changed me for, they did the job super bad again, they didn't seem to apply the material the same as they did the day before, when it came time to scrape off the excess they overdid it and now you can see the bare floor underneath, the top is so **** and keeps losing its chips. The "foundation crack" was over scraped, there are many white spots. The whole thing needs to be replaced ONLY this time on there dime. They won't return my calls, they asked for a invoice because I told them they had to pay for the 3 extra days the movers had to hold my belongings because of their mistake. I've been lied to and disrespected by this company! What good is a Warranty from this company if they can't install it properly in the first place. My contract was signed 3-11-2025 and paid $2550.00 before they worked and then they charged me $2972.16 when the job was done. And I had to pay the movers 3 extra days of holding my stuff at $250 per day.

  

  Business Response

  Date: 05/31/2025

  We are actively working on a resolution with the customer. We just completed a site visit with one of hour heads of department on 5/29 and will be following up with the customer next week to further pursue a resolution. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23297376
  
  I am rejecting this response because:
  The business called me today, they put nothing in writing, they are willing to refund me $250 for the 3 extra days my garage stuff had to stay in storage. I was charged $250 per day. 
  They are only willing to redo the kickback or area under the baseboard for free. The rest of the floor they will charge me an additional $2000.00 to take off the top coat and redo with 3 chip colors which it should have had in the first place, but the salesman never told us because they didnt realize that only 2 chip colors were insufficient. 
  

  So to sum it up, they didnt know that they needed 3 color chips and allowed the customer to pick 2. They sent employees who had NO experience on the job, and did the job wrong where they needed to return the next day to redo the floor. And NOW, want the customer to pay an additional $2000.00 plus remove of all the garage items at the customers cost so they can add an additional top coat with 3 chip colors. 
  

  This is totally unacceptable to me and want to be reimbursed by OX Floors. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 06/11/2025

  Ox Floors fulfilled it's contractual obligation to the customer according to the agreement that was signed by all parties and in accordance with the colors that were selected at the point of sale. Regardless what they say regarding the sales process is true or not, the customer ultimately signed off on the colors and that is what we installed. We have agreed to take responsibility for repairing any areas that were improperly installed and have gone above and beyond by offering the customer a rebate to help offset the difference of her storage fees as a result of the install taking one extra day. We hold our position and will end with this... At Ox Floors, customer satisfaction is our utmost priority but we also have to operate a business. We own up to our mistakes and always do our best to appease the disgruntled customers but labor and materials to install a floor are not cheap and the price we are quoting to redo the floor is already at a loss for us so we would not be able to offer a refund or do any additional work beyond the repairs stated without charging the amount discussed with the customer. 

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23297376
  
  I am rejecting this response because:  This company has no honor, does not stand up to the WARRANTY it claims you have as in LIFETIME especially since the damage done to this floor was done by the company.  I will take them to Small Claims Court and ask for the maximum damages. This is ridiculous since they stand on Honor and as a Veteran and a Senior Citizen, all they did was scam and try to get away.  I have warned all my community not to use them because of their actions and behavior.
  Their contract may say that they can AND DID a crappy job on my garage floor and they bear no responsibility, but that is not the way to do business!  Again, since BBB has no help in this matter, I will have better luck through Small Claims Court and. 
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 06/17/2025

  I am disagreeing with the statement from the business owners and will be taking them to Small Claims Court!

• Initial Complaint

  Date:04/17/2025

  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.

  On June 6, 2023, I signed a contract with Ox Floors Coating to finish my garage floor, for $4400.00..The job was completed, in one day, in July 2023. The 2 men sent to do the job were polite, professional, efficient and informative. They advised me on the Life of Home Warranty, how to care for the floor (clean with water and dish soap, if necessary). The end of January, I noticed several stains on the floor. I tried to remove them as I was instructed. I called Ox Floors and was told I could use a dishwasher detergent and a bristled nylon brush. I tired and the stains remained. On February 21, 2025, received a call from Ox Floors, who requested that I send photos of the stains. On February 24, 2025, photos were sent. On February 26, 2025, ** was sent a $75.00 Service Fee before they would send a service technician to come out. I questioned the charge because of the contractual Life of Home Warranty but was told no one would come out unless the fee was paid. At that time an appointment (March 11, 2025 between 11 AM - 2 PM) was made.March 11, 2025 11 am - 2 pm - At 230 PM when no service technician had showed, I called Ox Floors. Left a message. I later received a call from ***** who said he was delayed at another job. He would try to make it by 4 PM. I received a call from ***** saying if he didnt make it by 5 PM, he would be at my residence by 9 AM the next day. (March *******) March 12, 2025 - ***** inspected the floor, took pictures and told me he wasnt there to fix the problem, as I was told Multiple calls, over the next 2 weeks and no one got back to me. Finally, an appointment was made for April 17, 2025 between 9 AM and Noon.April 15, 2025 - Received a call from ***** who called to confirm the appointment for April 17, 2025.April 17, 2025 @ 1 ******* service technician from Ox Floors has appeared and I havent received a call from them.

  Customer Answer

  Date: 05/02/2025

  5/02/2025 - No Ox Floor representative has contacted us to discuss our issue, since they were contacted by the Better Business Bureau.

  Since we first contacted them at the end of January, we have experienced delay (no one getting back to us), not showing up for appointments and now just ignoring us and the BBB contact with them.   

  *Major stains circled.

  * Loss of sheen in 2nd photo. 

  

  Business Response

  Date: 05/02/2025

  Mr ******* I have reviewed your file and have escalated your ticket in our system. Someone should be reaching out to discuss resolution options with you. I am not sure why there has been such a breakdown in communication but we will be working to get this resolved for you. 

  Customer Answer

  Date: 05/12/2025

  A company representative visited my residence and viewed the damaged floor.  An appointment was scheduled for May 22nd to repair the damaged areas.  Before I close out my case, I want to make sure they fulfill their promise.

• Initial Complaint

  Date:04/05/2025

  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.

  Ox floors advertises their floor installation is good for pool decks. We paid ********* to have it installed. It looks beautiful. However, the moment there as any water on it, the surface becomes extremely dangerous and slippery. I can't even let. me dogs out by the pool because they were slipping all over as well. I have contacted them many times. Spoke with the sales person who gave me another contact for the person who handles any complaints or issues. I can only leave voice mails. They finally sent someone out to look at it and he never got back to us. All I'm looking for is for them to do something to the surface so it's not so dangerous.

  

  Business Response

  Date: 04/05/2025

  Sorry that you have had difficulty resolving this matter. A service ticket has been created in our system with our entire service department so someone should be reaching out early this coming week to discuss next steps. 

• Initial Complaint

  Date:03/17/2025

  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.

  Ox Floors said they'd resolve an issue brought up at BBB about my outdoor floor several weeks ago. They have not contacted me and I just don't want to play contractor games anymore. They've taken responsibility to fix the issue - and I commend them on that after months of grief. Now let's get this behind us. I'll continue pursue this in every avenue I have available. As I've noted, it's not about the money, it's about the experience and trust and warranty.

  Customer Answer

  Date: 03/29/2025

  Acknowledging the bang up job Ox does to intimidate people that leave it a bad review, as well as blatantly not following it's warranty or even what was agreed upon in this forum - BBB you are doing a disservice to the public is you allow them to retain an A+ rating.  There's a noted history of them paying for good reviews and bullying bad reviewers.  Shame on Ox floors and BBB..

  

  Business Response

  Date: 05/06/2025

  Ox Floors has made clear our terms for resolving this matter which Mr ***** repeatedly refuses. Due to this lack of compliance we have found ourselves at a stand still. If Mr ***** is willing to comply with our more than reasonable terms, we are happy to meet his demands and put this matter behind us. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23079095
  
  I am rejecting this response because it's another attempt to skirt the truth that their warranty is not worth a marketing tool.   That was confirmed fraudulent by Poured Floors and Prestive Floors who were both out to view the work.  They both said that these coatings in no way last as long as Ox says they do.  They both also stated that the installation on my property was substandard.  They both agreed to redo Ox's work for the same price ($1800) that Ox offered to redo it for.

   

  I am extremely open to a amicable solution.  The proffered solution of removing my review and ONLY THEN will they come out and fix the work is not acceptable to me since the review is the only thing that got them to even return a phone call.  I proposed and still propose they fix the work and I will remove my review.  I am willing to sign something that says that even.  If they do not accept that - BBB you really should lower these guys grade.  I'm not looking to be in a 6 month argument with this contractor.  I just wanted the work repaired that their tech admitted last year needed to be repaired due to faulty installation.  I DO fear there's a whole slew of these complaints coming in a few years.  But I'm more than happy to work with these guys - it's them that continuously find an excuse to not just send a tech out and repair the spots where the coating has failed.   This is probably a couple hours of work - but instead they choose to fight what some of them (and 2 other flooring companies have already documented).

   

  SO, in summary, I am fully open to removing the online review(s).  My wife has one too maybe because it's her office, the back porch, where she does her work as an engineer for the State of Florida.  I'm also a licensed engineer for the State of Florida and, unfortunately, deal with situations like this often from bad players in contracting.  I'm 100% open to a solution and very much did not think I'd be still dealing with this 6 months later.   However, OX needs to show some good faith on their work and warranty.  I'm done with the games.  ************ is my cell.  My address is: **********************************************************  Come anytime and make the repair.  ANY TIME you are welcome to commence your "solution".  These word games and subterfuge is getting old.
  
  Sincerely,
  
  ***** *****, PE

  

  Business Response

  Date: 05/23/2025

  As per previous conversations with the customer, we are preparing a new agreement that, once executed, we will be scheduling a day to come out and complete the service. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23079095
  
  
  I am rejecting this response because OX has not responded with a solution.  They are simply waiting for me to get tired of trying to have them fix their faulty work. It's contractor games 101.   They just keep trying to delay sending someone out to solve this problem.  The insanity is that it could probably take them 1-2 hours to address this and move on - but they keep wanting to drag it out here.  What am I accepting?  I've proposed that they fix the issues that are within their warranty out here and/or repair the coating as suggested by their own technician(s) as well as 2 other local companies I've had view it that is faulty.  Again, I'm not asking for thousands of dollars that it originally cost - I just want to know the company stands behind their product.  Just send someone out, anytime, put the 1-2 hours in to fix the work and let's be done with this.  We've spent probably over 8 hours documenting this and getting second opinions... I know I have when the repair itself, which is under warranty I might add, would take probably 1-2 hours.  Maybe I'm mistaken and that is why they are avoiding me.  But come already and stop playing games.  Ox is welcome to schedule the repair any time or even just show up if they are in the neighborhood.  Obviously, that doesn't mean to do it in 2 years.
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:03/11/2025

  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.

  Project done half done November of 23 they came back in April of 24 to finish it. There's been nothing but problems with since I have requested several visits each time different guys would come and they just sit around and shoot the c*** and not really do anything at all one manager at the time named *** told the guys just do whatever she wants to shut her up and then as soon as he left the other guys left also. So when I get down here I'm a snowbird this winter half of all the chips are gone the shines gone you know it's ridiculous for the amount of money you pay. Therefore I called ox floors which took several I mean dozens of phone calls this was in back in Christmas time and it took forever for a girl named April to finally get back to us but yet that was 2 months ago and we still haven't heard from her each time we call or on hold for ever so there's no way to leave a voicemail. This is supposed to have a lifetime warranty I finally got a hold of her and she needed $75 in advance to come look at it pay that amount some guy came and he looked at and he goes this was never done correctly in the beginning not enough chips were thrown down the shines all gone he said yeah you got some big problems here. January 3rd I just tried calling I call everyday and never get through I want my $75 back I'd love to have my $7,000 back I'd love for them to come and do it properly because it's complete devastation. They promise you so much and then they never come back or show you any respect or any assistance in repairing their problems. This was a very expensive mistake that I made and I would not recommend ox floors to anyone.

  

  Business Response

  Date: 03/25/2025

  The ******* Operations manager is trying to resolve the issues with the client directly.

• Initial Complaint

  Date:03/05/2025

  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.

  This is a summary of letter sent to president of OX Flooring, Mr. *** ***** on Feb 25th. We have not had a response. We agreed to have OX flooring install the covering on our garage floor and a slab off the lanai. Job started Jan 9th. ** documentation said job would be done in 2 days, able to walk on it in 4 hours, complete cure in 24hours. The first attempt did not cure due to operator error in mixing the chemicals. The second attempt on Jan 23rd and 24th also did not work. Job was finished on Feb 20th. Each time we had to remove, then replace everything in the garage, including the refrigerator. We are 80 years old. This was a lot of stress, plus hard work for us. The final application did work, however we believe that OX owes us a refund for all the trouble we endured, and because the job was not done in 2 days, but took weeks. We deserve some retribution for all the stress and work we had to do. Please understand that when we moved storage cabinets and the refrigerator outdoors, they stayed there overnight. Two nights in the rain. We paid OX in full upon the completion of work on the first attempt, so ** did have full payment, even though the job turned out to be unfinished. The cost of the job was $7000.00. In our letter to Mr. ***** we stated "Since it took 3 times to make ir right, a rebate of 2/3 of the $7000.00 seems fair." We still await a response. Please help us with this matter

  

  Business Response

  Date: 03/19/2025

  Ox Floors is very disappointed in how this entire situation has unfolded. It is obviously very painful for both the customer and the company when an installation does not go as planned. That being said, we are not being insensitive of the customers burden in this matter but ******************** has suffered a major financial loss on this job as well by honoring it's warranty and sending crews out multiple times to do work and using extra materials not expected in the original scope of work. For the customer to turn around and request for a 66% refund of their payment on top of all the time and resources we invested into making the floors right is surprising to say the least. Ox Floors will still honor it's warranty in the case of any future claims but the company is not in any position of negotiating any reimbursements just based on pain and suffering from us having to redo the job multiple times 

  Customer Answer

  Date: 04/04/2025

   
  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,
  
  ****** ****

• Initial Complaint

  Date:02/24/2025

  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.

  Ox installed a patio covering for me. There were several issues w installation but when it was finally completed after being rescheduled the floor looked decent and I was happy it had such a solid warranty (a large part of why I decided to do the work). Fast forward a year and the coating is bubbling and separating from the concrete below it in a large 5 radial (approximate) section. They sent a tech out and he suggested the entire thing be redone because he couldnt match the existing and the job was flawed. I asked if he could just fix the one spot and we monitor it for a year or so. Well after another year or so the coating is wearing off in quite a few places and I called OX and their tech said it needed to be redone. I again am fine w spot repairs since redoing it is a large 1-2 day job that involved hooking up and disconnecting a sink (and my wife used to work on the patio during the dayno longer). This time, rather than a warranty issue, they suggest that I need to pay them $2500 or so to reinstall this flooring that was under a transferable warranty to **** the work that Im not sure holds up (but went w because of the warranty that they dont want to honor this year). I dont want to be the 5% of customers that cause 95% of the problems. I just want them to stand behind their work like the first tech suggested (and I shouldve accepted instead of giving them an option to monitor and revisit later). Im fine if they just want to redo spots and monitor. They lie and suggest that I cleaned it w harsh chemicals or something not approved by them online. Thats the ugly part. I just want to move on w my life. I am a licensed professional engineer in the state of Florida and a construction managerI see they do good work at most projects. Its unfortunate they have not done so nor honor their warranty and actually lie online about my job. Please help resolution so we can all move on.

  

  Business Response

  Date: 02/25/2025

  Mr ***** isnt clear or hasnt read his warranty, the warranty doesn't cover dirt/debris/stains etc that is left on the surface. We cannot control whats on the surface of the coating. Looking at the pictures that were provided by Mr ***** and *********** techs.  It appears the coating is dirty, mostly in low lying areas where water can gather. We do not reslope or cause pooling in the installation process, that is simply a condition of the concrete when it was originally poured. The warranty covers delamination, meaning the coating pulling away from the substrate(concrete). Nevertheless we want the homeowner to be happy with their coating. So, we would like to help him with the understanding that no matter what we do, the floor coating needs to be cleaned and dirt removed from any low lying areas frequently or those spots will continue. Also, we are not going to do any type of repair at our expense that is not a warranty item(delamination) while the homeowner leaves us bad reviews for not helping him.

  Resolution:

  Homeowner agrees to take down his negative reviews, and we will redo the areas of concern. With the understanding that the surface is not Maintenance free and must be cleaned regularly. The coating is a membrane that  completely seals the concrete and if the deck does not drain properly then water(dirt) will sit on the coating causing it to look and appear dirty or spotty.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22985508
  
  I am happy to accept this response.  It's kind of all I wanted.  I do want to clarify that I know the difference between dirt in low lying areas and quite a lot of delamination and wear (in no traffic areas)

  "Delamination of epoxy on a concrete slab" refers to the separation or peeling of an epoxy coating from the surface of a concrete slab (this is documented as having happened and been repaired), essentially meaning the epoxy is no longer properly bonded to the concrete, often caused by factors like improper surface preparation, excessive moisture in the concrete, high humidity during application, or using a low-quality epoxy product. - This definition was sourced from ****** AI and is extremely relevent.

  The businesses techs have told me for 2 straight years the 2 year old job needed to be redone.  I'd be extremely happy if they repaired it and absolutely will take down any negative reviews online. Call me or come by anytime and do the repair/work.  I would be ecstatic and thankful to have this behind all of us. 

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

  

  Business Response

  Date: 03/05/2025

  This has been resolved, im not sure why its a rejection, Mr ***** has agreed to removing negative reviews and we ave agreed to repair a few area's of concern.

  Customer Answer

  Date: 03/05/2025

   
  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.

  I've yet to hear from the company regarding repairs - but also told them there was no rush - if it helps their scheduling.  I just want this done and over with though.  I accept this solution - with the STIPULATION that Ox does as it stated and repair the area that bubbled up and areas of erosion (some pointed out by their technicians to me) by May 31, 2025 and preferably, at a minimum, let's me know the schedule ASAP.  I'm flexible on that date - but there needs to be a reasonable deadline or the work won't get done.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/05/2025

  The company has yet to contact me - and yes I do/did accept their solution - as long as they actually complete it in a timely manner.

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  Signed contract on 1/23/25 Contract (attached) states in paragrapgh 3, full refund if HOA denies installation HOA denied installation on 2/12 Advised Ox Floors on 2/12 of denial As of today, 2/18, they have not refunded my deposit and not answering calls

  Customer Answer

  Date: 02/19/2025

  The two documents I suppiled are the Ox Contract stating in section 3; full refund if *** denies installation approval. The second document is the *** denial.

  

  Business Response

  Date: 02/19/2025

  Please find the refund receipt attached. We do apologize for any delays in returning these funds. Please consider this matter resolved once you have confirmed receipt of the funds. 

  Customer Answer

  Date: 02/19/2025

  Once I informed Ox Flors that I had filed a complaint with the BBB, They refunded the full amount.

• Initial Complaint

  Date:02/14/2025

  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.

  On 4/11/24, I contracted with OX Flooring to repair, prepare and apply their coating process to my driveway. They started the work on May 16, 17 & 18 with which it should have been completed (1-2 days). However, for many reasons, including inadequate employee training and misapplications, the job was not completed until early October 2024.The complaint being filed is related to damage OX Flooring caused to our slate entry way breaking the slate as a result of their machine operator hitting the slate. They initially promised a timely repair and insured me they would take care of the situation till properly repaired and resolved. It is now approaching 9 months since they caused this damage and it is still NOT repaired despite 17 pages of texts over this period telling me they were working with a tile repair craftsman. They never found tile nor was I contacted by their tile repair craftsman. Now they have given up trying to repair/replace the broken slate and have offered an inadequate $1,000 sum to drop it my lap. The labor (alone) to tear up the slate is over $1,000, not to mention the cost of replacement slate and labor to install. Overall the replacement is estimated at $3,000.Their local Business Mgr (*** ****) has washed his hands of it sending me "corporate management" whoever they are. I have contacted corporate on several occasions and cannot get anyone from management to even take my call to try to resolve this issue.I truly believed OX Flooring was a good company with a good product or I would not have contracted with them. Their response, or lack thereof, is very unprofessional and their stringing me out over 9+ months to resolve this issue is not acceptable. I believe OX Flooring should be the company facilitating the replacement rather than walking away and trying to dump it in my lap with an inadequate offer.

  

  Business Response

  Date: 02/19/2025

  Ox Floors has honored it's warranty and has fulfilled all of it's contractual obligations despite the homeowner being in breach of contract by not completing payment at the time of completion of our initial installation of the coating system. Repairs were completed on the coating to bring the work we provided to a satisfactory level. Ox Floors admits to damaging the tile as cited in customers complaint and has made efforts to find a replacement tile but due to the unique nature of the tile, we have not been able to procure a matching tile that would be satisfactory. Based on fair market value, the cost to purchase and repair the damaged tile should be well under $1000 but Ox Floors made an offering to the customer of $1000 to close the matter out and defer responsibility to the homeowner. The homeowner has an unreasonable expectation that the entire entryway needs to be replaced and wants us to cover the majority of the expense equating to $3000. 

   

  So we appear to be at a standstill as nobody can find a matching tile and Ox Floors should not be liable to replace the entire entryway for the customer. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22942920
  
  I am rejecting this response because:

  I am rejecting this response because OX FLOORS is using their typical strategy of LIE, DECEIVE & CONFUSE!
  They never properly completed the job until October 3rd, when I approved payment. The attached file labeled MATT.PDF is a copy of the ongoing text communication with pictures sent to **** (although the pics did not print, I have every one of them showing poor quality issues) that extended the job from May to October. So their claim regarding payment is FALSE as their product and application was never satisfactory until October. 

  They are deflecting from the main issue, which is the damage they caused that they seem to think they are not liable to properly repair.

  The attached file labeled scan documents other OX FLOOR reviews that discuss "POOR QUALITY INSTALLATION", "UNRESPONSIVE  CUSTOMER SERVICE", & "WARRANTY CONCERNS" IN ADDITION TO OTHERS!
  THE JPEG FILES ATTACHED show the damaged slate tile (from above) and grouting, beyond the damaged tile, that CANNOT be fixed properly with an "edge" being placed in front of the damaged tile.
  In the file labeled MATT.PDF you will see the MANY references to them paying for the repair and **** working with a tile repair person to find the replacement and then they drop any effort to fulfill their promise & obligation, SINCE THEY CAUSED THE DAMAGE!
  

  HOW CAN ANYONE POSSIBLY THINK THAT THE REPAIR SHOULD BE MY RESPONSIBILITY?
  THEY JUST WANT TO LIE AND DECEIVE AND OFFER AN INADEQUATE $1,000 COMPENSATION THAT LEAVE ME HOLDING THAT BAG...
  I HAVE ON SEVERAL OCCASIONS ASKED FOR THEIR LAWYERS CONTACT INFORMATION & HAVE NEVER EVEN RECEIVED AN ANSWER.
  

  If we can't get an acceptable response through the BBB, then Small Claims Court is my only other option to pursue.
  I am again here, requesting the contact information for their attorneys. Hopefully they will respond, to the BBB, with the requested information!
  Again, I am open to them properly repairing the damage (tile & grout) with professional tile repair contractor or pay me the $3,000 it will cost for me for the repair & as such have to accept their poor quality, poor business practices and lack of customer service!
  
  Sincerely,
  
  ****** *******

  
  

  
  
  

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

  

  Business Response

  Date: 03/05/2025

  The bottom line is the project looks great. Instead of continuing to argue over who is right or wrong we will send the customer a release, once signed we will send him the 3k.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22942920
  
  I am rejecting this response because:

  OX Flooring wants me to sign a document that reales them from their lifetime warranty. This complaint is about the damage caused by OX Flooring to the slate entry tile of my home. The warranty of their product & services should remain in tact. This is another example of their sleazy business practices.
  
  Sincerely,
  
  ****** *******