Complaints

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• Initial Complaint

  Date:03/10/2023

  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.

  I hired Encore to do our kennel floors with their polyurea/polyaspartic system for $11,952.00. In order to do this I had to close down my 7 day a week business from 6/2/22. I opened up again on 6/10/22. I paid my employee's during that time. We noticed as early as 6/24/22 that there were areas where the floor coating were coming off and some cracking.I called Encore and they said they would come out again and fix the floors. We set up a date for 8/26/22 but I insisted that they send someone out so they could see what the problem was. After many e-mails they sent ****** who said it was an "easy fix". He also admitted that the workmen who did the job were no longer with the company. We closed the kennel 8/26/22 again and they sent one man out with a hand grinder and he patched the areas.We opened back up 8/29/22. I sent pictures to Encore of the "fix" and on 9/6/22 *****,the "senior operations manager" came out and agreed to fix the floors. I told him that I would not be able to close the kennel again until the 3rd week in January. 11/18/22 I tried to contact ***** to find out that he was no longer with the company. I spoke with **** who had no knowledge of my case. 11/29/22 I received an email from ****, "one of the owners" which stated that we voided the warranty due to us not cleaning the urination up. He said there was nothing he could do. I hired another company to strip and redo the floors and they clearly stated in writing that the floors were poorly coated from the start.

  Business Response

  Date: 03/10/2023

  Encore Concrete Coatings completed the project per the scope of the agreement.  The customer called because there was an issue on a small section of the floor where the coating did not bond properly.  While this type of call back is not likely to occur shortly after the initial installation it is not unheard of especially on concrete that is old and in very poor condition as this was.  We returned to fix the spot in question.  If there was a continuing issue with the repair we would have been more than happy to return and address them.  Not sure what the customer is trying to communicate because she states that we did come back out to fix the spot in question but then later seems to indicate that another fix of some type was required.  In any case, we always support our customers and would have been happy to schedule an addition return trip to address it.  There were also certain ancillary issues that were also brought up by the customer.  Specifically,my team informed me that the customer also complained about staining on the floor,but as we explained to her, like any floor this type of floor has limitations.  If certain fluids such as pet urine come in contact with the floor and are not cleaned up promptly, this can cause staining.  This would be considered not properly maintaining the floor and as such would void the warranty per our terms and conditions.  This was explained in detail to the customer.We explained on several occasions there was nothing we could do about the staining that had already occurred. Encore Concrete Coating performed all of its obligations pertaining to the contact for this project and also provided service after the completion of the project to address issues brought to our attention.  The customer is not entitled to any refund of the cost of services.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19579914
  
  I am rejecting this response because this is not what happened.  After multiple emails and phone calls to Encore,they sent out ******************* the "senior Operations Manager at the time, out on September 6. 2022.  He inspected the floors.  The kitchen - where no dogs are allowed, was extremely bad from the start and he asked me is we had a mat there. We did not but if we did,  I would think a mat would protect the floors as opposed to "staining" them.  The rest of the floors were just as bad even after the "fix".
  The floors were clearly not stained - they were not properly coated or properly prepared in the first place and it seems to me that ***** agreed with that since he said they would come back in January - when I could close again, to fix them.  There was no way we could have voided the :"warranty" for letting dog pee sit.  Not only are we constantly cleaning up pee, why would we choose to put in such "delicate" flooring when they clearly advertise that is it "great" for kennels. I spent quite a bit of time researching flooring and this process seemed the best for cleanliness.  When I found out ***** no longer worked for the company, and spoke to ****** who knew nothing of my case, I would have expected someone (like the owner)would come out to verify what the problem was. 

  AND if what Encore says is true why would I go ahead and hire another company to redo the floors with the same process.?
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/13/2023

  I am not sure why the customer went and hired another company but that was her prerogative and does not diminish the fact that we installed the system that the customer contracted us to install.  I am still trying to understand what exactly needed to be fixed.  The customer states in her last response the floors are just bad.  That can mean a lot of things and when I inspect the images of the completed work the floor looks just fine.  Is the issue staining or was it that the floor was peeling ** in some spots?  The employee who did the inspection after the ************ did leave the company and unfortunately we did lose some continuity in the chain of communication, so the next person taking over may not have known all the nuances of what still needed to be taken care of.  But that did not mean we were unwilling to help.  The warranty would not cover staining if the floor was not maintained properly, but I am still confused as whether this is the issue the customer is complaining about.  This flooring system is commonly used in kennels,so I am confident in the durability.   

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19579914
  
  I am rejecting this response because:
  I am sending 1 of the many pictures that we have taken of our floors showing cracking, peeling and spots where the coating deteriorated in a matter of months.
  Encore made it clear that after I spoke with **** in November about them coming out in January as was promised by ******************* to make good on the floors that they could do nothing because "I voided the warranty"  I have many more pictures and many e-mails that I sent to "***" their customer service person.
  I don't know how Encore can say that we  were in the wrong.  Why would I pay what I did to go through this?
  
  Sincerely,
  
  ***********************