Complaints

This profile includes complaints for TSR Concrete Coatings, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TSR Concrete Coatings, LLC

  29 E Stephenson St Freeport, IL 61032-4235

  
• 

  TSR Concrete Coatings

  10721 John Price Rd Bldg 2 Charlotte, NC 28273

  
• 

  TSR Concrete Coatings, LLC

  455 Keller Dr Park City, IL 60085

  
• 

  TSR Concrete Coatings, LLC

  1740 Robins Rd Hiawatha, IA 52233

  
• 

  TSR Concrete Coatings, LLC

  510 30th Ave Rock Island, IL 61201

  

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:08/27/2025

  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.

  I hired *** to coat my garage floor.The Sales person said there will be 4 people to do the work. Only 2 workers showed up.The 2 were very nice and busted their behinds.The 2 were here 10 hours with nothing to move out of the garage.This coating is barely a year old.Over winter a small part of the garage apron developed a few cracks.I contacted them and they replied as our warranty states shifting of concrete is not covered. (30 year old house).They did not send anyone to look at the floor. Just simply stated its not a warranty issue.Over five thousand dollars for the install of the coating and one year later I need to get this repaired on my own dime apparently.

  

  Business Response

  Date: 09/08/2025

  Hello ****,
  Were truly sorry to hear about your concerns with your concrete. We do want to clarify that, as stated on the very first page of the contract you signed, the warranty does not cover: Cracking, Crumbling, Iron Oxide Penetration, Hydrostatic Water Pressure, or Corrosive Liquids or Solids.
  That being said, we are still willing to step in and help. The only cost we ask you to cover is a $250 service charge, which goes strictly toward materials. We are not charging for labor. We believe this is a fair solution and demonstrates our commitment to assisting you, even in situations outside of warranty coverage.

  Customer Answer

  Date: 09/13/2025

   
  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:07/21/2025

  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.

  Sub par installation, no stringers were installed as promised by sales person. I have crackling/seperation on my sidewalk less than year and half after install.

  

  Business Response

  Date: 07/29/2025

  Thank you for bringing your concern to our attention.
  We want to clarify that, as outlined in our warranty terms, cracking in the concrete or substrate is not covered under our warranty. Our coating is applied over the existing surface and, while it is durable, it cannot prevent or stop cracks that originate from the movement, shifting, or deterioration of the underlying concrete.
  Cracks in the substrate are typically caused by natural settling, ground movement, temperature changes, or structural issues in the original concrete, all of which are beyond the scope of our warranty coverage.
  We understand that these issues can be frustrating, and wed be happy to discuss repair options or next steps if you'd like to address the cracks further.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this was done on 4-24-25 on 4-28-25 contacted them about the inconsistent finish and they stated they would send a *** out to look at the finish. On 6-17-25 a *** came out and confirmed the poor finish and took pictures about a week later i called to check on what the status was and was informed the pictures show an acceptable finish, they wouldn't provide copies for review. They stated that the sales *** would come and look at the finish and I have heard nothing since.

  

  Business Response

  Date: 07/29/2025

  Hi *****, Thanks for reaching out. It looks like we will be coming out and doing a sand and reclear on the patio. 

  Customer Answer

  Date: 07/30/2025

   
  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:07/02/2025

  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.

  Company coated our pool house floor on June 5, 2025. We were aware there maybe excess dust due to grinding glue off concrete. We went above and beyond to limit this somewhat by placing Visqueen sheeting on walls and cabinets. The crew took most of this down. They told their company it was in the way. We had taped so it was not. We were home. Had they asked us we could have saved a lot of 60 hours of cleanup we did along with hiring people. All dishes, clothing, towels, etc. had to be washed. Walls wiped down. Where they left a little plastic up, the walls were clean. We filled our mechanical room with furniture along with other items. They opened the door and left it open. It was full of concrete dust. Cabinets in **** and kitchen had to be cleaned inside and out twice. The crew left epoxy spots in front of the door and on other areas. No effort to but drops or cardboard under their equipment was taken. There were and are scrapes on the floor. They ask for the final check at least 3 times before they were finished so they could leave as soon as they were done. They were definitely in a hurry leaving boxes of product we had to move. The company sent a 2nd crew 2weeks later. They made the floor worse and didnt address the outside issue. **************** told us to just tape the woodwork. That was wrong. Tape stuck to wood. They did scrap most off but we will have to put all new trim on. 2 men came today. They want to grind floor again. They said this would be warranty work. How can that be when the job is not competed? We asked for 1/2 of the $3,941.65 we paid back to hold until the job is finished. The 2 men said they had no authority to do this but one said he was the CEO. Neither has business cards. Since they have nothing to lose, we want security like they did to begin the job. We have yet to hear they were sorry for our inconvenience. This is a building we use every day, like a 2nd home. 15 minutes before they were to be meet us today, they were 2 hours behind. 

  

  Business Response

  Date: 07/15/2025

  Dear ****,

  
  Thank you for taking the time to share your detailed feedback regarding the recent coating project completed at your pool house. We sincerely regret the inconvenience and frustration this experience has caused you.

  
  While our team made efforts to minimize dust and disruption by placing protective sheeting during the grinding process, we understand your disappointment that it did not prevent the level of dust that impacted your home. We acknowledge that the removal of some of the sheeting was not discussed with you in the moment, and we apologize for any miscommunication.

  
  It is always our goal to protect our customers property and complete work with care. We regret that some areasincluding your mechanical room, cabinetry, and trimwere affected by the dust and coating process. We also apologize that the crew left behind product and made you feel rushed during the final stages of the job. This is not the experience we aim to deliver.

  
  As for the condition of the floor and the need for additional work, we want to clarify that the return visit by our crew is considered part of our warranty process, which we stand behind. However, we understand your concern regarding the unfinished state of the project and your request to withhold a portion of the final payment. At this point, our standard policy does not allow for withholding payment beyond the terms outlined in the original agreement. That said, we are committed to completing the job to the standard promised and will continue working with you until the issues are resolved.

  
  Please also accept our apologies for any delays in communication and for our team arriving late to the most recent scheduled appointment. Your time is valuable, and we should have kept you better informed.

  
  We understand this is a space you use daily, and your expectations are rightfully high. While we cannot undo the inconvenience caused, we are fully committed to making things right and completing the work to your satisfaction. 

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23551322
  
  I am rejecting this response because:

  The statement of placing coverings is false. As you can see in the photo we did above and beyond to limit the excess dust we were expecting. Tape was placed to hold plastic in place under the cabinets not on kick boards. *** crew indicated they took of plastic from cabinets and walls since it was in the way. It was not. They removed plastic from all cabinets and all but 2 small walls. *** told us to tape woodwork. We did so and they let epoxy dry on this and it did not come off. There was no attempt by this crew to minimize any work or damage to our property inside or out. They walked on the floor while wet with spiked shoes dragging the spikes through places leaving marks. Sharp objects were left under top coating, so the 2nd sanding and coating were necessary. When they returned for the 2nd time, they left a fog on all outside the walls and places in all the floor as well. The 2nd finish was much worse. As there has never been an apology, except in the response to you, we are requesting the full amount refund so we can have the floor finished as it has never been. Warranty work is what they are calling an unfinished product. We are not asking to be reimbursed for the 60 hours of cleaning charges, plastic and tape that was purchased and removed by ***, large rug to cover up the paint in front of the main door as well as a rug to replace the winter rug they ruined, new trim and paint along with labor to replace it. We are not willing to have them come for the 4th time. We do not have enough time, money and

  more importantly trust in this company for another visit from them. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/29/2025

  Thank you for your detailed message. We sincerely regret that your experience with our team has caused frustration and disappointment.
  We acknowledge your concerns regarding the protective coverings, the instructions related to surface preparation, and the condition of the floor following the initial and subsequent visits. Our records indicate that our team followed standard operating procedures throughout the project, including the removal of certain plastic coverings only when necessary to ensure proper application and adhesion. However, we understand that your expectations were not met, and for that, we are genuinely sorry.
  Regarding the second visit, our crew returned in good faith to address the initial concerns, including surface imperfections that were identified. We understand that the outcome did not meet your expectations and that you remain dissatisfied with the results. Our warranty covers specific product and application issues, and we have made multiple attempts to remedy the situation under those terms.
  At this time, we respectfully maintain that the project was completed in accordance with the service agreement and warranty. That said, we are willing to revisit a resolution in the interest of closure. A full refund is not warranted.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23551322
  
  I am rejecting this response because: 

  I am rejecting this response from *** because of the following:

  Concerning the attached photos: The dark spots are epoxy that was spilled in front of the main door with spots all the way to our driveway where they loaded their machine. Even if you try spot clean these with high pressure,  you would have to do all our concrete. The result of that would be highly noticeable. *** has not mentioned what they are going to do concerning this issue. The rug that was in front of the door was ruined since the crew used it to work off. (Didnt realize it was our responsibility to tell them drops needed to be put down to protect our concrete). No where in TSRs concrete was there mentioned they have the right to damage our property inside and out at their pleasure. The photos of the interior show how much would have to be moved out and stored for the 3rd time. Seeing their work for the 2nd time we do not feel comfortable leaving anything in the interior. We would have to hire help and storage for this to be done. We do not feel comfortable letting *** help. They have showed no respect for our property in the past. We cannot afford anymore damages to our pool house, inside or outside. Many people have been in and out of our pool house since this has occurred. They recognize the damage without being told or shown what *** has done. It is noticeable upon entry and in both rooms. Had we looked on Yelp,

  saw TSRs 2 star rating and reviews, we would not have contacted them for sure. As for our job, we feel they sent their most unqualified crew. They got their bill paid in full and we are left with a mess that has already cost us not only time but having to deal with the fallout each time they leave. We have no trust for the same company to come back a 3rd time. If most people saw all the photos we have taken (which we can send you a library of) we dont believe *** would earn their trust either. When 2 men came to my door to look at the 2nd application, they had no business cards, would not tell me which one was the owner, our dis-trust in this company increased. Not once, until the letter you sent them, has TSR been sorry about what happened. If they were, they would have sent qualified people the 2nd time and followed up on the outcome. We again had to contact them. Who would they send the 3rd time? We cannot afford to find out.

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

• Initial Complaint

  Date:06/10/2025

  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 originally had a concrete coating affixed to our front porch and steps in July of 2022. This procedure came with a lifetime warranty. In the fall of 2024, my wife and I noticed that there was some cracking in the coating in a few spots. After repeated attempts to contact the company to tell them of the issue, a company representative sent us an email saying that the issue was not covered by the warranty and it would cost us at least $250 to have it repaired. We found that was unacceptable. In February of 2025, were were finally able to get in touch with the general manager of the company and he agreed to make the repairs under the warranty. On May 27th, 2025 a repair crew came over and when they looked at the steps, they said the coating was originally applied incorrectly and they would have to strip the entire coating off the steps, make the necessary repairs, and then recoat. The incorrectly applied coating also created a big hole between the back of the concrete steps and the porch. When a different crew came back to reapply the coating, they said they could not correctly fix the issue that was created behind the steps and that we would be responsible to have that repaired. The hole behind the steps was created by the incorrectly applied coating. The hole was not there during the initial work in July of 2022 for if it was, they would not have done the work. We feel the issue was a direct result of them not properly performing the work the initial time and we should not be responsible for the repair. I have reached out to them repeatedly once again and left messages but they are back to not returning calls.

  

  Business Response

  Date: 06/18/2025

  Hi ****, The concrete between the steps and the wall is crumbling, causing there to be a hole. The coating didn't cause the concrete to have a giant hole in the side of it. You can see there are chunks of concrete in the photos that have fallen down from where the hole is now. We have a liquid repair product we can not fill that hole. 

• Initial Complaint

  Date:05/23/2025

  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.

  I am seeking feedback from individuals, private homeowners, or businesses that have contracted Polypro from either Lansing or *************** and are dissatisfied with the service. You can share your experiences with me through ******** or by contacting me directly at ************. We personally hired Polypro on May 14, 2025, and unfortunately, their work was subpar, necessitating the hire of another contractor to rectify the issues with our floors.Yes we have communicated through all the proper channels with Polypro to no avail Please share Thank you *** and ***** Showed up without generator Blew all the circuit breakers, didn't tell us.The floors are supposed to be smooth .If you rub a paper towel for clean up, the paper towel shreds. Can not push a dust mop over the floors Very poor customer service. Hour late to talk to us about rectify the problem. Very dismissive about the condition of the floors and the mess they left

  

  Business Response

  Date: 05/28/2025

  Hi *******, It looks like our Polypro team on 5/20 offered to do a sand and reclear on the floor for you to get it as smooth as you wanted, You refused. With the  blown fuses we do apologizes for that and we should of contacted you. If you would like to go through with the repairs on the floor let us know. We are always here to help.   

• Initial Complaint

  Date:05/19/2025

  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.

  Seeking a return for my refundable deposit of $296.88. Floor has structural issues and the coating is not adequate to remedy the problem. Effectively i was sold a product that is not suitable for the use case. Multiple calls have been made to initiate a refund. Reliably whomever answers the call needs authorization from a supervisor and promises a return call that is never made. Every listed phone number for this company is nonfunctional. Main 888 number is a disconnected ******* Wireless number. The other number leads to a full voicemail box. (Still had the sales guys number who was unsurprised about the companys behavior / reputation.)

  

  Business Response

  Date: 05/21/2025

  We will be refunding you the amount you asked for. 

• Initial Complaint

  Date:05/06/2025

  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.

  On 3/23/24 I purchased poly pro evolution flake concrete coatings for $4600.00. The floors were installed in my basement family room and breezeway. The salesman was *** *******. I was told there would be a one- time transferrable warranty. On 4/17 the floors were installed. I had emptied the rooms as instructed. I was told by *** there would be minimal dust however that was not the case. The entire house was covered in extremely thick cement dust. All of the *************** now have thick cement dust in them & throughout the entire ventilation system; the workers did not use any type of coverings or tarps in addition they did not use any filtration system to vent the cement dust out. Prior to installation, I was directed upstairs so I did not see what was happening. After the job was completed, I called ******* the store manager because the carpet going down to the basement was covered in cement glue and color flakes & the furnace and vents were full of cement dust. ******* had the regional manager Wil contact me. I sent him the pictures of the dust damage both upstairs and down. He stated, "I can see there is excessive dust". He then offered $400 off. I accepted the $400 off but once I got estimates, I realized it was not even enough to compensate for the cleaning of the furnace/ducts. On 4/21/25, I called ******* again and she stated Wil the regional manager would return my call. To date, I have not been called back by both *** and Wil the regional manager. I have 2 estimates from restoration services because cleaning companies will not handle cement dust throughout an entire house. The estimates range from $20,625,75 to $31,975.69.We have spent countless hours cleaning the upper floor. My ********** have not been able to occupy the basement & are fearful for our health as cement dust is linked to cancer. I would like a resolution. Additionally, I received a packet in the mail stating the one-time warranty transfer I was promised is non-transferrable.

  

  Business Response

  Date: 05/09/2025

  ****** and Will are going to be reaching out.  Hiring a restoration company is completely overboard for this project we will help facilitate a cleaning service.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23296182
  
  I am rejecting this response because:

  I was contacted by the Regional manager, Wil, and his boss, ******, regarding my complaint. I sent them 3  estimates for the cleaning of our furnace and filtration system which were all right around  $500. My 13 steps and landing carpet need to be replaced as concrete glue and paint chips are adhered to the carpet. My hand railing also has dried concrete that cant be scrubbed off. In addition, my family and I have spent countless hours cleaning the first floor and garage; as both covered in the cement dust. All pictures of the cement dust detailing the amount of dust covering every surface in our home were sent to them for evaluation. I also sent separate estimates from 2 restoration companies; the first estimate at ****** and the second ****** detailing what would be included. 

  They have chosen to reject my initial complaint resolution of $15,000. Their response was they can only reimburse me up to the amount I paid for the floor $4600. I can not accept this offer as my home has been destroyed by heavy cement dust. I also have asthma and this cement dust has caused many breathing problems for me. This cement dust is a known carcinogen and not an environment I or my kids and grandkids should be subjected to. 
  

  At this point, we wish we would never have had these floors put in our home. 
  
  
  Sincerely,
  
  ******* ******* *******

  

  Business Response

  Date: 05/21/2025

  That is our final offer. $21,000 and $30,000 for a cleaning service is unacceptable. That is called price gauging a customer. Our contract states there will be dust and to tarp areas off. We are griding cement. There will be dust. You already got $400 returned to you and we are willing to return the other $4,600 this is where we stand. 

  Customer Answer

  Date: 05/22/2025

   
  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:05/02/2025

  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.

  May ******* left deposit of $729.00 for garbage floor to be coated with ***. May 17th I had water damage to my garage. Reported damage to insurance company (**********) they told me it would be completed by Oct. 4 of same year.Thats when I scheduled with *** to do the job. Getting closer to that date my garage was not completed. I called *** to cancel and that I would call and reschedule when the garage was finished.On Dec. 29th as they were tearing down the drywall they found termites and black mold. I was informed it (the garage) was a total tear down.I informed *** of the situation and planned on rescheduling for spring of 2022.May of 2022 the city inspector came and would not sign off on the project because the foundation wasnt within the city of Chicago building code.I informed *** of the situation. The foundation was totally replaced which fixed my problem of garage floor sweating which is why I called *** in the first place.I called to request a refund and got the ************ garage finally passed inspection on November 2024. Ive been going back and forth with *** about getting a refund and they were adamant about not giving me my money back.I was told they would honor my deposit with another project I might have.When talking to a *** representative yesterday, he told me they have a minimum order of $3,00.00 on all jobs they do.Meaning I couldnt just do a project within my $729.00 they refused to give back to **** dont need this product anymore. I cant afford this kind of money for something I dont need. I know I have a contract with them and I was sincere with pursuing this. But because of the circumstances, this should be taken under consideration of Special Circumstances. All of this was totally out of my control.I was told only a death would qualify as a special circumstance event.I cant believe this is anyones business practice.Please help me end this nightmare.

  

  Business Response

  Date: 05/03/2025

  ******

  All of our deposits are non-refundable beyond the federal 3-day right of recission and that is expressly stated on every single contract.  Unfortunately you have had issues with your concrete/foundation of which we have been very patient and willing to work with you on.  Our minimum price is actually $3250 in 2025, but I will honor our previous minimum which was $2500 back in 2021.  The contract you original signed up for was $2430. If you are ready to move forward with the project we will keep with prices from nearly 5 years ago and do it for $2430 provided its still the same sq ft and size.  Let me know what you would like to do.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23279949
  
  I am rejecting this response because:
  The circumstances surrounding this matter. I cant afford to go with your offer and I dont need this product anymore. Please take in consideration of all the circumstances that occurred after signing up for this. I didnt have the luxury to foresee the future. Im willing to use my deposit for something else but, I cant spend that kind of money on something I dont need. Im willing to talk with the seller and answer any questions they may have. 
  Sincerely,
  
  ****** Cloud

  

  Business Response

  Date: 05/21/2025

  Hi  ****** , This is unfortunate that all this happened to your garage and you. But it isn't anything we did wrong.  You are asking for a deposit back that per our contract that you have 3 days to cancel for a full refund. Other wise you lose your deposit or need it to go on a different product. This is a common thing with any company you put a deposit down for. we aren't talking days or weeks we are talking years and your asking for your deposit back.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23279949
  
  I am rejecting this response because: I realize none of this is the cause of anything you did. Its also not anything l could control. In the situation I am in now is because of all the circumstances that ensued after I contracted your company. Therefore, as the project of my garage took so long and things kept changing such as permit's,the foundation having to completely torn out and replaced and costing me more money. 
  Im pleading for your understanding, this money means more to me. Where as none of this is you being out materials, labor or any money. 
  Through the process I always let TSR what was happening and keeping updated at all changes. 
  I am a senior citizen on a fixed income and a widow. 
  I have all the documents and pictures to confirm everything I have stated to prove to you Im not trying to mislead you in any way. My initial intent was sincere, however because of all that happened Im just not in the position of needing or can afford this. Im willing to meet with you and discuss this further. 
  please consider what I am asking and the special circumstances that have occurred. 
  Please consider my situation. Thank you.

   

   

  
  
  Sincerely,
  
  ****** Cloud

• Initial Complaint

  Date:04/29/2025

  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.

  I talked to them several weeks ago about my deck receiving damage a while after the install of railings they said they would have a manager look at it and get back to me I never heard back from anyone so I txt the number back still no response so I called and left a voice message and still they wont respond to me

  

  Business Response

  Date: 05/03/2025

  *****, I believe *** was sending out a technician to look at this but I believe its your wooden post that is the problem.  Let me know if work order has been scheduled.