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:10/23/2024

  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.

  On 10/11/24 Encore Coatings came out to my residence to give me a quote. I was not at home so my wife met with them. They used aggressive sales tactics (continually calling his sales manager and trying to lower the price) and coerced my wife into signing up for their services despite a 2 1/2 month wait time. She paid them a deposit of 30% or roughly $855 dollars. On 10/17/24 I emailed the sales *** indicated I had found someone else to complete the work the following Monday 10/21/24 and asked for a refund of the deposit. I explained given my wife is pregnant and I have two other small children clearing out a garage in the dead of winter (12/30/24 proposed date of work) would cause undue hardship. Since they had over 60 days to book another appointment Encore would experience no financial loss in cancelling the work and refunding the money.Encore refused the refund stating some law in ******** that I had 3 days to review and cancel the contract. Encore accepted a forged signature and therefore should not be allowed to enforce any agreement. The contract is null and void as they knowingly collected a signature from my wife with my name on it. I never actually reviewed the document and physically signed the document. I wasn't physically present at the time of the appointment. Encore is not acting in good faith and trying to pocket a deposit for work that was never legally authorized and will never be performed.

  Business Response

  Date: 10/23/2024

  Our contract states that the deposit is non-refundable and we are very upfront about the and follow all state laws.  A copy of the signed contract is attached along with the excerpt from the terms and conditions.  Our sales **** are honest and upfront about everything and present our offerings fairly.  We often negotiate with customers as most all customer are trying to get the best value for their investment.  We also offer the best deals if the customer signs up for the service while we are on site which is very common in the home improvement industry.  These are not high pressure tactics as the customer is under no obligation to commit during the demo visit. We install year round so if the customer does not want to have the installation done in the colder months we can push the install forward into the spring.

• Initial Complaint

  Date:10/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in 2022 I had my garage floor done, supposed to be lifetime warranty, yet when I reached out to them, they said to send them pictures first. I sent them pictures and now they are telling me that whatever is happening is my fault, they will not even come out to take a look at the job unless I pay them $250. We all know pictures do not show everything, I told them they need to come out and check it out, he didn't even want to continue the conversation unless I paid him the $250 to come out. Thy will not acknowledge that it could be their fault at all, very ignorant and horrible way to do business.

  Business Response

  Date: 10/10/2024

  The project was installed over 24 months ago.  Per our warranty which is stated in our contract (copy attached), there is a labor fee to come out for any repair work after the ***** ************* Currently the ***** ****** is one-year from the date of install and the charge is $250.  At the time of this contract our terms specified a 2 yr. ***** ****** and $150 fee. When we spoke with the customer we were unware that the older terms applied.  Therefore, we can offer come out and attempt to make the repairs for a fee of $150.  However, as stated in our warranty, in some case repairs cannot be made due to the casue being moisture migration through the concrete.  In this case, the $150 fee would still apply and we would then provide replacement options based on the terms of our warranty.   In some cases this requires the floor be removed, a moisture barrier be applied and the floor be re-installed.  In this case, our warranty provides for the floor to be re-installed at no cost provided the customer agrees to pay for the cost of removal and application of the moisture barrier treatment.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22406396
  
  I am rejecting this response because this is a lifetime warranty, I was told this would pass on to the next owner if I were to sell it
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/15/2024

  The customer signed a contract with very specific terms and conditions related to our limited lifetime warranty.  The warranty covers replacement materials for life but only covers labor for the first 24 months.  I have made a generous offer to reduce the labor fee by 50%.  Unfortunately, I cannot do any more.  The customer needs to honor what they agreed to and be grateful that we are offering to waive 50% of the fee.  The offer will only remain open until the end of this month.

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our basement floors done by Encore on Monday September 16 2024. Due to the fact that the floors were wet I couldnt inspect the final results until 48 hours later. There has been a huge amount of damage to our baseboards, doors and walls. I communicated this to Encore via email with pictures on September 21 2024. Received a reply from ****** ******* apologizing and saying that I would be contacted, which never happened. I continuously called ************** to ask to speak with ****** and was told he was busy and he would call me back, which never happened. Last time I called was Tuesday, October 8th and spoke with a female representative (dont remember her name) she told me that I was going to receive a check, did not specify the $ amount. Received a payment via ***** for $250.00 which will not begin to cover the damages Encore caused to my property. I have tried to contact Encore to the above listed number, but cant get anyone to answer.

  Business Response

  Date: 10/10/2024

  
  As with any contracting services there is always the risk of
  unintentional damage to the home during the process.  For this reason,
  very specific language is included in our
  terms and conditions regarding this (PLEASE SEE ATTACHED). 
  Per our terms and conditions, we do not provide reimbursement for such
  issues.  Regardless, we always try to be fair
  with our customers and that is why we have already provided
  you with a $250 reimbursement.  Unfortunately, there is nothing more we
  can do regarding this matter.

• Initial Complaint

  Date:09/24/2024

  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.

  They finished the garage floor on September 21st. It has a life time guarantee. A small spot came off and we would like it fixed. We called, filled out a form, and sent pictures. They said they would come on June 19th. No one showed up.I have been trying to contact them with no results. I don't know how to get them to call me back to get this resolved.

  Business Response

  Date: 09/24/2024

  We check our records and do no show calls received after the original repair date was set up.  We were under the impressions the repair had been resolved on the date it was scheduled.  Not sure why our technician did not show or it there were extenuating circumstances.  We will reschedule the repair in the next few weeks and communicate the details with the customer.

• Initial Complaint

  Date:09/21/2024

  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.

  I had Encore do the coating on my 3 car garage in May. After the first application cthere were over 70 areas that were not smooth and would cut your skin open .I called and they came back and put a thick clear coating on the floor that was not cleaned first. I asked him if I should clean the floor and he said no that he would buff it. He put a thick coating that looks uneven. There is still a moderate size area that is rough and would cut you. The stairs are not coated in some areas and are rough. I called again and they sent **** out who said ****** would get back to me. I have called at least 6 more times and no one will call me back to fix this. I have had my refrigerator and freezer on my driveway for a month waiting for them to repair this. They said it was a lifetime warranty. I need help to resolve this issue. I am a senior citizen and have to pay someone to put the appliances back in the garage.

  Business Response

  Date: 09/25/2024

  We are looking into it now and trying to determine where the breakdown in communication occured.  In any case, our service dept.has reached out and scheduled return trip for 10/8 to resolve the issues.

• Initial Complaint

  Date:11/26/2023

  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.

  ************************* 4N707 ************.****** **. ***** To whom it may concern , I signed a contract on 6/10/23 and gave a deposit of $830.00 to have our garage floor coated on 8-3-23 . The salesman ***************************** , said we didnt need a vapor barrier? . On 8-3-23 the install crew showed up asked if I had any questions and I told installers that concrete in garage seems darker in spots when it rains , so he looked and advised me that if he coated with out a vapor barrier that it would peel within 6 months. At that point they wanted to add $2600.00 to add barrier to what was already a $4150.00 job . I said no and they left. Then I reached out to our salesman **** and he said the installers didnt follow protocol and that they are supposed to coat floor and if it peels they at that point they will tell you that they will reapply coating for free as long as I pay for the vapor barrier. ( Couldnt believe he was actually saying this to me ) , days later he said they would add barrier for $1200.00 extra which turned into $5400.00 feeling trapped at this point I agreed and signed . They were scheduled to return on 8/24/23 , no one showed up so I called the office and was told manager would call back which he did hours later and said they dropped the ball and wanted to reschedule. At this point I felt like they could not be trusted and asked for my deposit to be returned, he got upset and said he would call back. So when he called back I asked for my deposit to be refunded due to lack of trust. Still havent received a dime . Sincerely, *************************

  Business Response

  Date: 11/27/2023

  A copy of the signed contract is attached with states the agreed to terms and conditions.  Among the terms and conditions is our policy regarding project deposits which clearly states they are non-refundable.  It is the customers decision whether or not to add the additional protection of a moisture barrier should it be determined that it may help with the adhesion of the coating system.  It is impossible to tell in advance whether or not a moisture barrier is needed or not, but in this case based on the input of the customer once the install technicians arrived on site, it was determined that it might be wise to include it as part of the project.  As a courtesy we offered it to the customer at half our normal price.  I am willing to hold to this price once the customer is ready to reschedule the project.   As for the claim of a mishap in the reschedule, I apologize if this was the case, but this does not warrant a return of the deposit.  

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20916979
  
  I am rejecting this because , They broke the contract when they didnt show up on the scheduled return date , therefore the contract is null and void . Anyone who is going to coat a garage floor in the Midwest would expect a vapor barrier. Besides they know it needs a vapor barrier the salesman even said that their protocol is to coat the floor and if it peels offer to re coat if you pay for vapor barrier. Very Deceptive considering your shaving down the  concrete surface to coat the first time and then have to shave surface again to re coat with barrier applied, would it not be easier just to be Honest with your customers to begin with.
  
  
  
  

  Business Response

  Date: 12/04/2023

  While we always do our best to honor installation dates, we do let customers know that installation dates can change based on various circumstances.  This does not breach our contract.  With regards to application of a moisture barrier, less than 1% of the concrete that is coated actually needs a moisture barrier.  Furthermore, there is no definitive test to determine in advance whether or not the concrete requires it.  Unless there is an obvious reason to assume the concrete slab might need a moisture barrier application, we do not want to try to sell customers something they don't need.  However, we are the are the only contractor whose warranty covers reinstalling of the coating system at no charge should it prove to fail due to moisture migration, provided they customer pays for the moisture barrier at that time.  In this case, the customer decided he would like to have the moisture barrier applied in advance and we gave him a substantially discounted rate to do so.  The customer can reschedule the job at any time.  The deposit is not refundable per our contract.

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20916979
  
  I am rejecting this response because. You say that there is no definitive way to check for moisture but your employees carry moisture meters . That is how your installer was able to tell me that the coating would peel within 6 months if I didnt have a moisture barrier. Then at that point I was quoted ******* dollars for a moisture barrier which would have brought the cost to coat 750 square feet of concrete to ******* dollars. And then only after calling the salesman did the price come  down to ******* dollars after waiting several days for ************* to respond with that price. So then feeling trapped I scheduled the installation, took time off work and you didnt bother to show up or call . So I called and was told it was never  scheduled and that they would come next week thats breach of contract. So you want to steal my deposit so go right ahead . You are not an Honest Business Person. I wouldnt hire your company to pick the dog s*** up out of my yard much less coat my garage floor. Not sure how you sleep at night with these practices.
  
  
  

• Initial Complaint

  Date:10/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by CR Rep: ** 10/12, I agreed to a contract for this business to put down a new coating on my garage floor. In the contract, it says 30% down payment, and the remaining balance will be taken out when the job is completed. The business took $4,200, and they were only supposed to take $1,350. I also called and emailed the business, and they haven&#**;t responded. I stayed home to open the garage when they did the work and noticed they painted around the expansion joints and then let it sit too long, so it didn&#**;t dry correctly and it looks uneven. It doesn&#**;t look good. I want this job completed. I&#**;ll be emailing images as well.

  Business Response

  Date: 10/16/2023

  We have been in contact with the customer and the project was not completed due to weather issues.  Customer agreed that we hold back $300 of final balance due until work could be completed, so that is what we did.  We have scheduled a day to come back and this week and complete the sections that we need to wait on.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:
  Per the attached emails Encore has only responded to complete the apron. They have not responded to

  1. They haven't addressed how they will fix the lapping

  2. They never took a moisture test before putting down the coating as ***** from Encore said they would.

  3. They never put down a moisture barrier  down the coating as ***** from Encore said they would.

  4. Per the attached email I said per the contract they were not to get payment other than the 30% deposit until the job was complete yet Encore still took unauthorized money from my bank account.

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

  Business Response

  Date: 10/17/2023

  1. This was addressed by our Production Manager.  Basically, we will review the work and determine if what the customer is seeing is typical and if not we will determine the proper method to correct.

  2. We never take moisture readings because concrete moisture readings are not accurate and will never predict the future possible occurrence of heavy vapor pressure which is very rare in residential garages.
  Not sure where the customer got the notion of a moisture test was to be performed in the first place as our sales rep said he never discussed this.  Therefore, I can only surmise there was a misunderstanding on the customer part.  But, nonetheless it is a moot point because a moisture test is not relevant. 

  3. This was never discussed and was not included in the scope of the project per the written contract which the customer signed.  Besides our warranty states that if the floor fails due to moisture, we will replace for free provided the customer pays for the moisture barrier at that time.  So, customer is covered in the event of moisture failure.

  4. The contract states a 30% deposit is due signing of the contract in order to secure a spot on our schedule.  The balance is due upon completion per our contract and customer agreed to allow us to process the balance payment to the same payment method used for the deposit with no additional notification on the day of or day following installation.  This is standard in our signed contract terms.  Additionally, our contact states the balance
  will be collected less a small hold back if any part of the floor cannot be completed due to weather conditions.  This was discussed by our sales manager with customer and a $300 hold back was mutually agreed upon.

  I would advise customer to read the terms and conditions of the contract he signed.  We will do anything within reason satisfy the customer.

   

   

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:

  1. The last response sent to me from Encore they asked for a date, I emailed back a few hours later that today after 3:30 pm would work and I still have not received a response back.

  2. I emailed Encore the conversation I had with their employee *************************** asking if we needed a vapor barrier and ***** said they would determine by doing a moisture test.

  3. Doing the job correctly is part of any job. Lapping is a known issue to avoid unsightly brush marks. Encore replied to me in email that the lapping will go away "with time it will wear in" this is not true as certain areas of my garage do not get used.

  4.  Again, the contract says the balance will be collected upon completion. I have attached a screenshot of this and it does NOT mention pending weather (see attached screenshot). Again, per my conversation with ************ repeatedly referred to this part of the contract (balance to be paid upon completion) and did NOT authorize payment. The only payment I authorized was a picture of a check for the 30% deposit. I did NOT send any other check.

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

  Business Response

  Date: 10/19/2023

  Complaint: 20738826
  
  I am rejecting the customers rejection because:
  

  Our production manager came out to his home yesterday and we agreed on a resolution.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:
  Per the attached screenshots of **** and my emails, **** agreed to meet with me. In our meeting **** agreed to fix the lapping and finish the apron on 11-04-2023, but did not resolve number 2 and 4 of the attached and eventhough he agreed to resolving number 3 on 11-04-2023 it is still not done. With the way Encore has handled this project I am fearful to close this complaint before the job is complete.
  Sincerely,
  
  *******************

  Business Response

  Date: 10/20/2023

  The customer is claiming breach of contract based on his interpretation of various term and conditions in our contract, however we do not agree with his interpretations. Regardless, all of this back and forth is a moot point as the project has already been completed.  We have communicated with the customer and met with him in person to discuss various touch *** he has requested and are now in the process of scheduling those touch *** to be completed.
  

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20738826
  
  I am rejecting this response because:
  The apron is part of the original job but wasn't even started let alone completed.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Job: October 14, 2023 Amount paid: $3,580.56 Polyurea/Polyaspartic Flex-Core Flake System-patio coating/garage ********************** to basement, stairs (garage apron was an add-on). Company will not honor warranty/will not reimburse $825.00 for concrete repair that was not done. Problem: Coating is bubbling up on the expansion joints of patio, the sidewalk leading to garage, on stairwell floor & along the stairwell wall. I sent in required form for warranty repair with photos of problem areas. Employee from Encore came May 8, 2023 & said it appeared to be a moisture problem. After more than a week's time Encore called & said they would not honor the warranty because we used quickcrete concrete on the patio surface before the job was to begin. We did not do this. The only areas repaired was concrete ridge around the stairwell because Encore said they could not repair that & along foundation where the wall of the house meets the patio floor. We did not use anything on the surface of the patio or along the expansion joints. The Encore employee that came out to do the job said the job went from a Level 3 to a Level 1, no concrete repair work was done. The employee told us to call the main office for a refund for the no concrete repair. When I did that I was told that I either accept the warranty as stated or get a refund of $825.00 with no warranty. I accepted the word of Encore & requested to keep the warranty. My mistake was not getting written confirmation & instead took the word of Encore in faith that they would honor the warranty. When we received call from Encore that they would not honor the ************* husband tried to explain the circumstances, Encore's response was do you have proof? This person admitted to my husband that the concrete work was not done (Line 8 on proposal) and when my husband asked for the refund Encore said they would call back that same day. After multiple calls and no response we just want our refund.

  Business Response

  Date: 05/26/2023

  ******************** is correct in that some of the repair work did not have to be perfomed by our crew during the installation process.  We were unaware that ******************** had decided to do some of this own repair work.  At the time ******************** asked for a refund of the repair work we were supposed to do as part of our proposal.  We explained to him that while the amount of repair work was reduced we had to do some repair work still had to be done by us.  We also told him any refund would negate standard warranty coverage.  Note that standard warrant coverage does not include moisture migration issues or coating failure due to failure of the underlying substrate.  He agree to keep the warranty in place and later submitted claims.  However, it was determined that the cause of the issues were outside or what of standard warranty coverage anyway so regardless of the situation, these issues would have not been covered anyway.  Since we have already invested additional time and labor sending service technician out to his home and since we did perform some repair work in the first place, I believe an amicable resolution would be for us to provide ******************** a reufnd of $412.50 or one-half of the $825 repair cost.  Going forward the project will carry no warrant coverage by Encore Concrete Coatings.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20106926
  
  I am rejecting this response because:  1. Encore states some repair work had to be done.  There was no repair work done at all.  We have stated multiple times we DID NOT do any repairs other than what has been stated in this complaint.  At install date 10/14/22 Encore crew did not do any concrete repairs or use any concrete product to patio; said it wasn't needed,  **** said job went from level 3 to level 1 (see proposal line 6 referencing original work to be done).  2. Crew did not call home office (see Terms/Condition pp.3 to inform them of the change in the scope of the work originally proposed). Crew said we should call Encore to request refund for repairs not done and product not used. 3. Filed warranty claim with photos of problem areas. Confirmation of claim received 4/14/2923.  Service tech came 5/9/23 and stated problem appeared to be a moisture issue. He stated he had seen it before & it could be repaired but he had to inform the home office.  He took photos. All areas were marked with caulking rope (easily removable) so service tech could readily identify the problem areas. Moisture issue identified is at expansion joints/seams (per proposal line 6 we did not do any repairs at these areas as recommended) on patio seams and sidewalk seams leading to garage where there is a peeling/bubbling up of the coating (see attached photos). Warranty says peeling, cracking, chipping.  The peeling or bubbling is at the expansion joints/seams as previously stated.  There is also peeling/cracking to sidewall going down the stairs to basement.  Service tech took a photo of that which I couldn't include for lack of space.
  Only repairs we made were to the raised concrete edging along the concrete stairwell because the original salesperson said Encore could not do extensive repairs to that area (photo att.) and a hairline crack along the foundation brick wall where the foundation meets the patio, It did not involve the surface of the patio.  No additional time/labor as Encore states as our multiple calls were not answered adequately and only the 1 visit on 5/9/23, 10 minutes.  On 5/18 Encore called and said they would not honor the warranty so we requested a refund for work not done. He said he would call back in 15 minutes on that day.  Never did.  I sent a text msg to the original sales person and the home office that same day asking for a response.  Multiple calls were made and left with the person answering the phone always telling us she would forward the message.  Additionally, Encore called 5/30/23 at 10:38 am stating they were swamped with emails and was calling ** about the warranty coverage for the patio and requested we send an email regarding the situation. We had already received a text from BBB at 9:39 am on 5/30/23 with Encore's response to settle for half the $825.00!  After completion of the job 10/14/22 we called regarding the crew's assessment and Encore gave ** the choice of either keeping the warranty or taking a refund for work not done.  We opted to keep the warranty in good faith and now Encore will not honor the warranty and they want to settle for half for work not done and product not used.
  We did everything as requested submitting the claim with photos; received confirmation of claim on 4/14/23; received confirmation for the service tech to come out 5/9/23; Encore called 5/18/23 denying claim.  Sent an email to original salesperson but he no longer works there and an email directly to the home office which the person answering the phones said it was received and would forward it to the appropriate person,  The latest call was 5/30/23 as stated above.  That's it.
  All we want is the refund for $825.00.  With no warranty going forward, of course.
  

  Note:  I am not able to submit photos with this response.  I will send photos if you can tell me how I should send then,
  Sincerely,
  
  ******* & ***************************
  
  Sincerely,
  
  ******* & ***************************

  Business Response

  Date: 06/01/2023

  Copy of the contract is attached.  Line #6 indicates Heavy Surface Repair - $825.  While the surface repair did not turn out to be as heavy as expected because the 
  customer did some on his own, there was still a lot of patch and repiar required.  

  Here is a link to pictures 

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

  That is why I believe it is fair to refund half of the $825.

   

   

   

   

   

   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20106926
  
  I am rejecting response dated 06/01/2023 because:  The bottom line is this, no patch/repair work was done or product put on the surface to repair areas to the patio by Encore crew as stated.   Crew came, said no repairs needed.   Any patchwork done on the surface of patio was done over time and prior to our signing of the contract with Encore.  No mention was made of what was done previously on the patio.  So basically is it the responsibility of the crew that opted not to do any patch/repair work with product.   I explained in detail exactly the repairs my husband made to the stairwell concrete ridge, which Encore said they could not repair.  The photos Encore attached show where the crew grinded down areas per proposal line item #2 of removing or aggressively grinding over existing surface area. Those photos are misleading and is clearly not any patchwork done by my husband.  That is the residue from the grinding and you can see in one photo the crew person vacuuming up the residue before starting the flake process, item #1 in the proposal. That is what the crew did,  Line proposal #6 is patch work not done because crew did not use any product,  Encore either needs to honor warranty or refund $825.00 as stated in our conversation after the job was completed 10/14/23.  It was Encores crew that told us to call the home office about no repairs/product being used; there was a change in the scope of the job per the crew.  The conversation with the owner gave us the option of accepting warranty or $825 refund.  The repairs requested are to the concrete seams that are peeling which is covered by the warranty(peeling, chips, cracking) and I do not see how that falls out of the warranty coverage.  Encore will not honor warranty and wont honor full refund of $825.00Encore admitted they didnt do the work in the first place per phone conversation with my husband.  So why not honor your word.  I cant prove it and now its our word against theirs.  We submitted a claim because the owner said warranty or refund.  So now they reject the claim because the areas in question do not fall under the warranty.  We should have known Encore would not honor either request.  The warranty clearly covers our issues.   Claiming to provide half or $412.50 for some work done by crew is not accurate.  Why would Encore accept our keeping the warranty, then reject it, admit they didn't do the repairs, then claim they did some repair.patchwork.  
  
  Sincerely,
  
  ******* & ***************************

  Business Response

  Date: 06/06/2023

  We will agree to refund the $825 requested and in exchange for voiding the warranty.

  A check will be sent out to customer in the next 2 weeks.

  Customer Answer

  Date: 06/12/2023

   
  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:05/05/2023

  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.

  I gave Encore a down payment for work to be done. I had just lost a family member. Trying to prepare for a memorial service. No one called or texted me, to inform me that they were not going to do the work as scheduled. I had informed them of my situation. I did finally get my money returned, but the situation stressed me out . No consideration for the customer. Then I was told they didn't know when they could do the job. If I hadn't called, I would not have known, they were not coming to do the job. Terrible people.

  Business Response

  Date: 05/05/2023

  The customer was informed we could not proceed with floor as planning because it was determined the floor contained asbestos and mastic.  It was the customer responsibility to have these dangerous materials professionally removed for safety reasons before we came out and the custom did not do so.  Therefore we declined to proceed with the installation and returned her deposit.  We feel we should have kept the deposit as our contracts states the deposit it non refundable, but we decided to refund it as a courteously.  The customer is not entitle to any compensation at the point.

• Initial Complaint

  Date:04/10/2023

  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.

  On 3/24/2023 I signed a contract No.2858 with Encore Concrete Coatings for $2,500.00. I gave them a $500.00 deposit that they required. I put a stop on the checking the following morning, but they sent it to there bank electronically. After thinking about this contract over night and reading the fine print, I read that the deposit of $500.00 was non refundable. I called ************************* on 3/25/2023 (Salesman) to let him know I wanted to hold up on the contract. I received a call back from ******* several days later and told him to hold up. This is when I was told that the money was non refundable because I used the word Hold instead of Cancel. I am a 75 year old senior and live on Social Security and need this money. The work was to begin on June 7th, 2023. I am now out of $500.00 plus no work done on my patio. I would like my refund without being told that it is non refundable. After having a stroke, perhaps I should have used different wording. To me the word Hold Up is the same as I don't want this service done. I have made several attempts to email ******* without a reply. I thought the consumer has a three day grace ****** to void a contract. I need help in this situation.

  Business Response

  Date: 04/11/2023

  By state law all contracts for home improvement services are cancelable within 3 days after signing.  None of the competitors in our industry at our level offer refundable deposits because it would be impossible to operate.
  a successful business if they did so.  Sales reps are paid up front even if the job is cancelled because they have already done their part.  Not to mention by the time a contract is past the cancellation date our human assets including scheduling, customer support and production have already invested time.  None of this is recoverable. 
  
  The 20% deposit we require is considered low in comparison to most home improvement companies who require up to 50%.  Having a non-cancel deposit policy allows us to keep this deposit requirement low. Had you asked us prior to signing the contract if the deposit was refundable, our rep would have told you straight up it is not cancellable after 3 days.  The few time customers have said to me your sales rep never told me, my response is always.
  did you ask him about it. 
  
  Hopefully, you can understand our viewpoint on this.   With that having been said, I will make an exception in this case by meeting you in the middle and sending you and refund half of the deposit.   It is my hope you feel this is a fair compromise.
  

  Customer Answer

  Date: 04/11/2023

   
  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: 04/11/2023

   
  Complaint: 19920124
  
  I am rejecting this response because:  I feel that I am entitled to a full refund since I tried contacting Encore Concrete Coatings within a 24 hour period to have them stop this contract.  I am 75 years old and had a stroke.  I was not aware of the non refundable refund until I read the contract over after the salesman left my home.  If I was aware of this I would have neve signed the contract.  After having a stroke, your thinking is not as sharp as a person who did not have a stroke.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/12/2023

  Please add the attached documents to my fille.

  
  

  Thank You,

  
  

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

  
  

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

  Business Response

  Date: 04/12/2023

  By state law all contracts for home improvement services are cancelable within 3 days after signing.  None of the competitors in our industry at our level offer refundable deposits because it would be impossible to operate.
  a successful business if they did so.  Sales reps are paid up front even if the job is cancelled because they have already done their part.  Not to mention by the time a contract is past the cancellation date our human assets including scheduling, customer support and production have already invested time.  None of this is recoverable. 
  
  The 20% deposit we require is considered low in comparison to most home improvement companies who require up to 50%.  Having a non-cancel deposit policy allows us to keep this deposit requirement low.  Had you asked us prior to signing the contract if the deposit was refundable, our rep would have told you straight up it is not cancellable after 3 days.  The few time customers have said to me your sales rep never told me, my response is always.
  did you ask him about it. 
  
  Hopefully, you can understand our viewpoint on this.   With that having been said, I will make an exception in this case by meeting you in the middle and sending you and refund half of the deposit.   It is my hope you feel this is a fair compromise.
  

  
  

  Customer Answer

  Date: 04/13/2023

   
  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.
  

  Please have Encore Concrete Coatings state in writing that this contract is canceled.

   

   

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