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:09/08/2025

  Type:Sales and Advertising 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.

  After paying for a epoxy flooring in our garage floor we had some flaking in several different spots/holes after advertising life time warranty we had to pay additional $375.00 for labor (which was fine). After looking at repairs we are now told we need to rip up whole garage floor and add a moisture vapor barrier which was never suggested when purchasing this flooring. They are the professionals not us so now Encore wants us to pay additional $3,024.00 to fix this problem. Very disappointing in this company.

  Business Response

  Date: 09/09/2025

  Unfortunately, moisture vapor transmission from within a concrete slab cannot be controlled by any contractor. There is also no way to predict in advance whether moisture migration will occur, or whether it will be strong enough to cause coating delamination.

  When small areas of delamination appear, the standard repair protocol is to patch the affected spot, which in many cases fully resolves the issue. However, if the patch fails or additional areas begin to delaminate, the underlying cause is almost always moisture transmission, which remains beyond our control.

  In such cases, the recommended solution is to completely remove the existing coating, treat the slab with a moisture barrier system, and then re-install the decorative coating. The moisture barrier is a specialized product that penetrates deeper into the pores of the concrete, providing much stronger resistance to vapor pressure.

  Please note that while our warranty covers the re-installation of the original decorative coating at no cost, the customer is responsible for the cost of removing the existing coating and applying the moisture barrier.

• Initial Complaint

  Date:09/04/2025

  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.

  Encore was hired last year in August of 2024 and in June of 2025 I noticed the patio was turning yellow and black spots cracking also since then ive reached out to encore many of times spoke to the managers. They told me they were going to see another specialist and sent out a worker three months later in July and to tell me they will do my patio September 5 when I called them they told me that they had no. appointment schedule for me. Ive been getting the runaround and no help from these people. They are quick to take your money but not live up to the warranty or the job. I want my money back or my patio redone correctly with a year warranty.

  Business Response

  Date: 09/10/2025

  Thank you for bringing your concerns to our attention. First and foremost, we sincerely apologize for any inconvenience caused and for the frustration youve experienced. We understand how important this project is to you, and we regret that you felt you were given the runaround.

  After reviewing our records, we did not have a confirmed appointment scheduled for September 5th, and we apologize if there was any miscommunication regarding that date. We also apologize for the delays youve experienced and for not meeting your expectations in communication.

  At this time, we are still working to determine the exact cause of the issues with your patio. Based on what has been observed, one possible factor may be related to the underlying concrete itself, including outgassing or moisture migration, which can cause discoloration, spotting, or cracking over time. We are working with our team to confirm the cause so that we can provide the proper resolution.

  Please know that we take our warranty obligations seriously, and once we have a clear determination, we will address your patio accordingly to ensure the work is completed properly.
  We truly appreciate your patience and will provide you with an update as soon as our investigation is complete.

  Customer Answer

  Date: 09/10/2025

   
  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,
  
  **** ********

  Customer Answer

  Date: 09/10/2025

   
  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:08/19/2025

  Type:Product 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 paid in full a contract in April for a **** install. We were re-scheduled until August 20th, 2025. Today is August 19th and our garage is emptied. We received a call midmorning being told that they need to reschedule months down the road. I explained that by September my job puts me in the field up to ******************************************************** ***** starting next week. I informed my salesman of this in the beginning of ****. If they are so backed up over six months, return the money as we had other companies available at 30 days. My loss revenue is three days already for the interruptions and no shows. Our garage items are sitting in the living room and told that it could be another three months. Just return the full amount and we can go our own ways. A less than 24 hour cancellation is unacceptable and we were told to take them to court.

  Business Response

  Date: 09/03/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience caused by the rescheduling of your project.

  As outlined in our contract, project dates may be adjusted due to circumstances such as staffing challenges, weather conditions, or other unforeseen factors. While we understand how disruptive this is, these provisions exist to ensure we can complete each project to the quality standard our customers expect.

  That said, we recognize the impact this has had on your schedule and personal situation. While we cannot guarantee an earlier installation date, we will do our best to move your project up as openings become available. Additionally, as a courtesy for the inconvenience, we are prepared to issue a $250 price adjustment upon completion of your project.
  
  We truly value your business and appreciate your patience as we work to complete your installation as soon as possible.

• Initial Complaint

  Date:08/06/2025

  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.

  My floor is a bit over a year old. I have made one warranty claim for the floor already and now the floor is peeling up and they want to charge me. It has a lifetime warranty. But in small print its not a real life time warranty. It took a long time to get ahold of anyone after filling out the paperwork for warrantys. Mind you I had to contact the sales guy multiple times to even get a call back . Now I get no replys to emails after I was told a manager would call back. Three alternative companies came out and all came to the same conclusion. The preparation was not done correctly.

  Business Response

  Date: 08/07/2025

  The floor is showing signs of failure in certain areas, but based on the installation crews photos, we do not believe this is due to inadequate surface preparation. The images confirm that the concrete was properly prepped, and Im happy to provide those for your review.

  We believe the delamination is the result of moisture migrating from within the slab. Our warranty includes lifetime coverage on materials but only one year on labor. As such, the customer was originally asked to cover the labor cost for the second repair which was called in beyond the one-year coverage period.

  However, as a gesture of goodwill, I will waive the labor fee and have our service team coordinate directly with the customer. In line with our lifetime warranty, we are also willing to redo the floor at no additional charge, provided the customer covers the cost of a moisture barrier, which we believe is necessary based on the failure pattern observed.

• Initial Complaint

  Date:06/18/2025

  Type:Order 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.

  Our *** Post entered into a contract with Encore Concrete Coatings February of **************************************** March of that same year. Shortly after, we began to notice that certain areas were becoming harder to clean. Upon contacting Encore, we were provided recommendations on how to clean the floor. We utilized their techniques and recommended cleaning solutions without much improvement. Upon further inspection, we found the clear coat to not be applied correctly. As evidenced by the picture attached to this complaint, the flake is exposed. According to the contract signed Encore was supposed to "8-INCLUDED - Even application of gloss poly topcoat over flake layer". Further contact with Encore resulted in their offer to clean the floor for us for $650 and apply more clear coat for $3 per square foot. The *** hall is 6300 sq ft. This extra $18,000 charge would be unacceptable given the fact that the clear coat was not applied correctly per the contract. I have repeatedly asked for a senior or lead technician to revisit our *** Post and was told that he would not come out until we had a repair paid for and scheduled. I have sent numerous emails over the past couple of weeks with zero response.

  Business Response

  Date: 06/18/2025

  Based on the project images and the input from out lead installer, the clear top coat was applied at the proper thickness.  When the customer called about the stubborn to clean stains, we sent *******, one of our technicians, out as a courtesy to clean the floor, any cleanings beyond that were to be at $650. ******* explained to him that the way that they are cleaning it is not sufficient and to do it effectively after they host large amounts of people is to use a machine afterwords and not allow it to dry and sit on the floor for long periods. His complaint is that the dirty areas appear to be long straight lines, but according to ******* this is because of the way that they are cleaning the floor. Because the floor was dirty for a long time before we were notified or able to get out there it got worse and it realistically needs a pressure washing and a retopcoat at this point to be fixed. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23484164
  
  I am rejecting this response because: While we agree that the floor needs a pressure wash and additional topcoat, we do not agree on the root cause. You can obviously tell that the top coat is not sufficient in the one picture yet sufficient in the other. I am requesting, again, that the lead technician or someone from management return to our Post to visit with us so that we can show them exactly what the issue is. 

   

  Also, according to the contract, behind the bar in the hall and the apron outside the large garage door was to be completed. These two areas were never completed.

  Feel free to call me at anytime to discuss the issue and set a meeting day and time.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/20/2025

  If the customer will have the floor powerwashed, we will agree to return to add an additional layer of top coat and cover half the cost.

  Customer Answer

  Date: 06/25/2025

   
  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. We will work directly with Encore to schedule a date and time to finish the work. Thank you for the collaboration.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/01/2025

  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.

  This claim is for defective and delayed workmanship by Encore Concrete Coatings related to a concrete coating project that remains unresolved since September 2023.Timeline:May 3, 2023: I signed a /$9,200 contract with Encore for a one-color Stargazer flake concrete coating with lifetime warranty, including full surface p***, ***air, and finish.Sept 5, 2023: Installation was completedbut with two different colors instead of the one specified. I called immediately to ***ort the issue.May 2024: Coating began chipping and failing in multiple areas. I contacted Encore again.June 20, 2024: An Encore *** confirmed the coating was substandard and promised ***air.Sept 25, 2024: First ***air was attempted after months of delay.Oct 2, 2024: Nic from Encore acknowledged the ***air was poor and stated they would revisit the issue in spring due to weather, promising no labor charges since it was under warranty.Oct 814, 2024: I followed up, expressed concern about the ongoing defects and labor charges. Sent requested photos.******** 2025: Encore claimed no record of prior service requests. I made multiple follow-ups. Will not look in person as they are located in **, I offered a FaceTime walkthrough; they declined. I submitted another service ticket online with documentation per their suggestion.May 30, 2025: I received an email from ***** stating: We have completed ***airs to the best of our ability next option would be a redo at /$4/sqft, contradicting the warranty and prior agreement that no labor charges would apply.Despite ***eated communication and good-faith efforts on my part, the issue remains unresolved. The original contract has not been honored, ***airs have been inadequate, and warranty promises disregarded. We simply want the job completed correctly as agreed and paid for in full or a refund so we can hire another company to complete the work they are unable or unwilling to do.I was only able to attach a few photos, I have many more.

  Business Response

  Date: 06/03/2025

  We acknowledge the coating system is failing in several areas and the failure has been deemed to be casued by moisture vapor tranmisssion throught he concrete slab.  To resolve this issue the coating system must be completely removed down to the bare concrete and a moisture barrier application must be applied.  Per our warranty we are obligated to replace the floor at no cost to the customer, however the customer must pay for the expense of the removal and applicaiton of the moisture barrier. I have attached some excerpts from our warranty which state this.  We cannot control or foresee moisture issues in the concrete slab prior to installing a decorative resin syatem and unfortunately this is one of the occurances that can casue a system to subsequently fail.  I believe the customer has been provided with a quote to redo the system with the addition of a moisture barrier.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23404645
  
  I am rejecting this response because this is the first time Ive heard any mention of a moisture issue. The problems with the coating have been present since day one and were originally reported immediately after installation. The job was poorly done from the beginning, as acknowledged by the company's own representative.

  
  This is clearly a workmanship issue, not a moisture-related one, and it is unacceptable for Encore to now attempt to charge additional fees to fix what was never properly done in the first place. Their own warranty clearly states there are no labor costs within the first year, and my initial complaint was registered just one day after the install, and again seven months later. The fact that it took Encore months to send someone out does not void my warrantyit only reflects their delays. Attached is a screen shot of their warranty on the labor.

  
  On June 20, 2024 (only 8 months after installation), a company representative inspected the work, confirmed the coating was substandard, and promised a repair. I specifically expressed concern that the company might delay the resolution to push it past the 1-year ***** and I was repeatedly assured this would not happen. And yet, that is exactly what has occurred.
  

  This feels like a clear attempt to avoid honoring a warranty through delay tactics, and I strongly dispute both the reasoning and fairness of this response. I am simply asking for the work to be completed properly as originally agreed and as covered under their own warranty or issue a refund so I can hire another firm to fix Encore's mistake. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/03/2025

  We would be covering both labor and materials for the replacement of the coating system, so the warranty is being fully honored.  However, the delamination is clearly caused by moisture migration through the concrete slab.  Every concrete slab transmits moisture which creates a certain amount of pressure, if the moisture pressure is too high it will begin to delaminate the coating system which is what is occuring here.  We do not believe the issues are workmanship related as the process applied was the same as all installations.  This includes diamond grinding the concrete surfaces, application of a base layer, acrylic flakes broadcast into the base layer which is uncured and finally the application of the top coat over the flakes.  Our warranty clearly states that we will redo the floor in these circumstances at our expense provided a moisture barrier is application is paid for by the customer.  If the project is redone without a moisture barrier the same issues will most cetainly happened again over time.  Also, keep in mind that if we were able to know in advance the concrete required a moisture barrier we would have charged an additional amount at the outset so the customer is not paying any more to have the work redone.  We are replacing the floor at our expense, they would just be paying for a moisture barrier which we now know is required.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23404645
  
  I am writing to formally reject the response submitted by Encore Concrete Coatings regarding my complaint.

  
  The company now claims that moisture is the reason the work is not covered under their warranty. However, this is the first time I have ever heard moisture mentioned as a contributing factor. At no point during the installation or following the multiple service requests was moisture ever brought up. Additionally, Encore has not sent anyone out recently to assess this supposed issue.

  
  The only representative who did visit the site, on June 20, 2024, acknowledged in person that the installation was substandard and clearly a workmanship issue.
  In response to their claim about moisture, I reviewed all paperwork, materials, and documentation provided by the company, including the contract, warranty, and installation summary. Nowhere does it mention the need for a moisture barrier or any moisture-related disclaimer. If this were a known potential issue, it should have been addressed and documented before installation, not cited retroactively to avoid responsibility.

  
  Encore initially told us we could pay $4 per square foot to have the job redone. Now, just days later, they claim the entire project failed due to moisture and suggest that we should bear the cost of removing and replacing the entire pool decka deck we already paid them to install properly.
  Encore also stated they had no way of knowing that a moisture barrier was needed. This is deeply concerning. A professional contractor in this field should absolutely be able to assess whether one is required. If there was any doubt, a reputable company would have taken appropriate stepsnot placed that responsibility on the customer.

  
  Moreover, the stairs remain unfinished, as documented in the photographs I provided, further reinforcing that this is a workmanship failurenot an environmental one.

  
  We are not paying again to remove and replace a deck that Encore failed to install correctly from the start. Their inconsistent and shifting explanations only support the concern I raised months ago: that they would delay action until the labor warranty expired, then deny responsibility.

  
  Thank you for your attention to this matter. Please let me know if you need any additional documentation or clarification.  We are requesting a refund to have the deck professionally redone by a reputable company.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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.

  As a property manager, one of my associations contracted with encore for a new floor. They were given instructions on how to get paid and set themselves up in our portal to receive payment eventually. This wasnt done. The *** shorted the initial deposited and I had to supplement with a personal check for the sake of time. They later used that info to pull the remnant of the balance from my PERSONAL account. They had two checks on file but used mine. They called my personal cell twice. Emailed me twice about it then pulled funds from my personal account while their payment was in process. I want the money back in my account and ********************** needs to go about the correct avenues to collect their funds not too little too late and then take all of my money. There were no letters issued either.

  Business Response

  Date: 05/29/2025

  Our contract states that payment is due at the time of completion and if not provided the customer (the person who signed the contract) ***** in this case allow us to process the final balance via eCheck. 

  ***** was contact several time via text and email over the past two months with no response until the funds were captured.

  We have been in contact with ***** and she agreed that she needs to wait for the bank that she is working with to cut us a check for the remaining balance and then we agree to reimburse her for the amount captured from her account on file.   She said she would call the bank today to get an update on the payment process. I'll keep everybody updated from here. Thanks!

• Initial Complaint

  Date:04/09/2025

  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 4/3/2025 Encore concrete came out to coat my garage floor , then actual job was done well , but during the process they damaged the garage door tensioner cable, there is video of this showing there the employee of the encore , is having problems lowering the door at around 11:45ams and then again when ha manually lowers the door the garage door opener alarm is going off and u can hear the motor at the beginning they to bring it up , I personally didnt notice this until the next they , do to the floor being freshly coated they the ey had to leave the garage door slightly open , they put pieces of wood on the track so it would go down , the next about 28 hours after I got home from work and went in the garage and removed the wood sticks from the track then I sound of of the sensors facing upwards didnt think much of anything, I manually lowered the door and re-engaged the opener when I pressed the door opener button the door would not open and the opener made a winning sound and then stopped and started to beep , I noticed the the cable on both sides was of the drums , so tried to release disengage the opener and then a I heard a pop and the door lifted on one side and dropped the other , the tensioner cable broke , I have to have a another company come out that night and repair it for $600 , Ive tried calling encore since Monday the 7th and I keep getting the run around and nobody calls back .

  Business Response

  Date: 04/10/2025

  We do apologize for the issue with the garage door.  But, in our experience over many years when a garage door becomes inoperable after our technicians simply disengage the door, then most likely the garage door system was likely in a state where it was close to needed some preventative maintenance.  A door system does not fail simply becasue it is disengaged and put into manual operation mode.

  Morever, our contract terms which the customer acknolweled and signed address this very issue (copy attached).  Under the "PROPERTY" subsection is states ... The Contractor shall not be responsible for damage to property including garage doors, garage door sensors or openers,  landscaping, flat or vertical surfaces, pavers, ceilings, walls, baseboards, driveways, etc.

  Again, we apologize for the inconvience but unfortunately we are not responsible for this repair cost.

• Initial Complaint

  Date:03/07/2025

  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.

  The sales associate come to my house to give me a quote for a garage floor coating. I asked the sales associate about potential project complications, as I needed to remove everything from the garage and this was complicated. I was told there would be no issues and it was a one day job. I also repeatedly asked if the price of the quote would ever increase, but was assured the price would never increase. The install team arrived two days later. They claimed there were not able to do the project due to moisture. The day prior it did rain significantly. They came back two days later and informed me that the project would be $3000 more, but they would give me a discount and only charge me $2000. They informed me it was necessary as the project would fail without it. At no point did any salesman or worker actually measure the moisture level of the concrete to determine whether it in fact actually required a moisture barrier. I asked why I was never told of this possibility of the coating failing, why I was never told of the potential price increase (which almost doubles the cost of the project), why I was never told that the coating will fail and why I was never told that the project could take more than the promised one day. They never actually started the project. While trying to dry the garage floor, they applied a blow torch, without letting me know they were going to do that. The blow torch further damaged the garage floor, the worker described it as the concrete exploded in places. At no point did they advise that the blow torch would damage the garage floor further. When I called and spoke with customer service, they refused a refund, despite doing little to no work of the actual project. Any determination of whether the project was feasible should have been done prior to selling a project that they claim would ultimately fail.

  Business Response

  Date: 03/09/2025

  The customers floor was determined to have moisture vapor transmission issues once the initial grinding work began.  Unfortunately in almost all cases, such moisture issues cannot be identified during the initial consult and there is no meter or test which can accurately predict the occurance of moisture tranmission.  Our crews have been out to your home twice to prep the garage floor by means of diamond grinding.  Each time a significant amount of moisture has been migrating up through the concrete.  In some cases, this moisture is transitory and came be dried up by means of torching, but in your case even extensive torching did not stop the moisture from continuing to migrate.  A COATING SYSTEM CANNOT NOT BE INSTALLED OVER CONTRETE THAT HAS A MOISTURE ISSUE.  As a reputable company we would never install over moisture knowing it will fail.  That is why we informed the customer a moisture barrier  prior to the coating being installed.  Sometimes the scope of the project chanages once the prep work begins. This is state in our service contract that you signed and agreed to.  We are not trying take advantage of you but rather trying to be a responsible contractor and do the job right.  I am sorry you have come to this conclusion but I feel your assessment and feedback is unfair and misleading to others.
  
  Here is a link showing a video showing the moisture issues on your floor - 
  
  *************************************************************************************************************************

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23036369
  
  I am rejecting this response because: any moisture issues should have been addressed during the initial estimate process.  No moisture issues were present on the day of inspection/estimate.  However, there was a significant rain storm the day prior to the installation process, on the day I was emptying the garage of all of its contents for installation, as the contract was only signed the day prior.  I had no other time to remove contents from the garage.  With the garage door open and moving stuff out, the garage floor did get wet. But this is from transferred moisture, not underneath moisture.   The sales representative expressly stated that there would neve be any increase in cost and he bid the project incorrectly it would come out of his cut.

  Lastly, I have consulted with at least 3 other companies that have verified that no moisture barrier is necessary or required.  there is no evidence, including calcium deposits of water seeping up through the concrete.  Their inspections were visual as well as confirmed by mechanical testing.  Further, an additional company has quoted the project using the same or similar epoxy moisture barrier as an underlayment.  ************** bid for the project was $3100, in total.  The agreed price with encore for the original work was just over $3000 (without stitches) and just over $3500 (with stitches).  Encore then claimed that the additional work costs an additional $3000 but would give a discount to cost for an additional $2000.  That would bring the total project cost to $5500, which is well in excess of the competitive pricing for this project and evidence of their attempt to scam, regardless of whether an epoxy base coat was used or not.  

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

  Business Response

  Date: 03/13/2025

  Moisture issues are addressed in our terms and conditions and brought up verbally during the initial consult if they are visually detected.  We are not talking about topical moisture that might come in contact with the floor after a rain storm but rather moisture vapor transmission which is migration of moisture through the concrete from underneath.
  
  This type of moisture can be undetectable when the concrete slab is dry but might permeate through the concrete after a rain storm.  In this case, there was a significant rain storm the day prior to the installation.  Videos taken by our crews during the installation clearly show moisture migrating through the concrete.  In some cases where moisture transmission is minimal, it can be mitigated using a torch to dry it which is a common industry practice.  However, when the moisture transmission is heavy it will continue to dampen the floor even after initial torching.  That was the case in this situation whre the moisture can be seen clearly continuing to migrate up through the concrete. The video taken by our technicians on site clearly show that this is what is happening.  
  
  A moisture barrier is highly recommended in these cases. The additional cost for the moisture barrier was offerd to the customer at a discounted cost of $1668.55.  As a courtesy and in an effort to resolve this dispute I am willing to provide the customer with the following two options:
  
  Option 1 - reduce the cost of the moisture barrier application further to $1125
  
  Option 2 - while not recommended, we would be willing to installing the floor without a moisture barrier provided the customer agrees that our warranty will not cover any moisture related issues which may occur at anytime after the installation is complete.  This would include any type of peeling or delamination of the coating system.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23036369
  
  I am rejecting this response because:  When you try to scam people, you get caught in your lies.  You continue to mispresent whether a moisture is recommended or required and frequently change your stance when it suits you.  In order to defend a bad review and this complaint against you, you claim it is absolutely necessary and it was work that needs to be done.  While in the same breathe, you continue to say it cannot be accurately determined whether it is necessary.  However, what is clear is that multiple other companies have confirmed a moisture vapor barrier is not necessary or required.  Your current offer to continue the project and not install the "moisture barrier" is evidence of that. 

  Importantly, the epoxy moisture barrier would be used INSTEAD of the agreed upon underlayment, which could and should have been done for the same cost, just swapping out the base layer.  Changing the base layer could have been done for the same cost, as other companies have demonstrated it costs no more to do the epoxy base coat vs the polyurea base coat. Further, swapping the base layer would save your company money from not having to install the agreed upon base layer.  But instead you represent the "moisture barrier" as if it is something other than a swap of the base layer.  It is dishonest and fraudulent.  It was a complete scam and an attempt designed to inflate the cost of the project and squeeze an extra $2000 out of the project.   

  I demand a complete refund of my deposit.  I will be using another company to perform the work, as you cannot be trusted and I do not believe you would perform good work, in light of the circumstances. I have sent formal correspondence that I have terminated your company and will no longer do business with you.   No other options will be accepted.  You are never permitted on my property.  If forced to file a lawsuit to recover my deposit based on your fraudulent misrepresentation, your fraudulently inducement, and consumer fraud and any other remedies under the law.  

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

• Initial Complaint

  Date:01/24/2025

  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 hired encore concrete coatings to grind and polish our concrete floor.the quality of the work was very poor, they used the wrong color, the contract stated it would be clear and they used brown, and the company is unwilling to resolve the issue.

  Business Response

  Date: 01/24/2025

  It was the customers responsibility to remove the carpet glue/mastic that was on the floor when we came to do our estiamte.  He agree to remove it the we noted that in the contract (a signed copy of the contract is attached).  The customer did not do a very good job of removing the mastic and the failure to completely remove the glue/mastic is what is causing the floor to not be as clear as it might have been.  If the customer wishes we can give him a fiar prices to come back out and grind the floor back down and put down another clear coat.  However the price will be more since now there is even more work involved since we have to remove what we have already applied.  This is 100% customer's fault becasue he did not properly remove the glue/mastic from the floor as he agree to do in the contract.  Most likely the customer tried to save cost rather than hiring a professional company with solid experience in mastic/glue removal.  No return of funds paid for the project is warranted.