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:02/20/2025

  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.

  On January 27, 2025 I had an appt. with *** ****** regarding a concrete coating job for my garage with *********I signed the contract and agreed to have the job completed on May 5, 2025. Then we (my wife and I) had an unusual financial situation occur. I asked *** if we could cancel, and he said yes but could not return my deposit of $1,300.00. (The balance owed if we do the job would be $1,950.00.)I am a veteran and a senior on a fixed income and I told him this would cause undue hardship. *** said they could do the job later on in the year but I told him that would not help me. I called the PolyPro number in *************** only to get the round around. *************** - only had a computer generated answering machine and then transferred me to a number with a voice mail that was full. I tried three times.Could someone please assist in getting my deposit back. This is so unfortunate and shady for businesses to act this way. Thank you so much.

  

  Business Response

  Date: 03/12/2025

  I understand your frustration and I apologize for any inconvenience you have experienced. I'd like to explain that PolyPro's policy, as outlined in the contract you signed, specifies that after the initial 3-day cancellation period, deposits become non-refundable. This policy is in place to cover administrative costs, material costs, and manufacturing expenses incurred by PolyPro once a contract is signed.
  
  
  While we sympathize with your financial situation, we are unable to make exceptions to this policy. However, we are willing to work with you to reschedule the job for a later date, as suggested by ***. Please contact us to discuss this possible alternative.
  
  
  We apologize for any difficulty you faced in reaching us by phone, and we will look into the issues with our phone system to ensure better customer service in the future. Thank you for your understanding.
  
  
  Best regards,
  ***** *****
  PolyPro ****************

  Customer Answer

  Date: 03/13/2025

   I am rejecting this response because I was not told I had three days to decide and to cancel.  I've reviewed the contract, but that page was not initialed by me nor acknowledged (attached).  It is a shame that I have to go through this.  Who would have seen this page if not identified during the initial meeting.  

  Please advise and thank you.
  
  

  
  

  

  Business Response

  Date: 03/13/2025

  In *******, consumers have a three-day right to cancel certain contracts, such as those for home improvements or services purchased outside a sellers permanent place of business, until midnight of the third business day after signing. To ensure transparency, we include all necessary cancellation paperwork with every contract. Weve noted that you viewed the contract documents 10+ times, and they were emailed to you immediately upon signing. Our goal is to ensure you have all the information needed to make an informed decision about your purchase.

  Once the three-day cancellation period expires, we begin preparing for the installation outlined in the contract. Our administrators create work orders for our installation crews, the purchasing department orders materials to ensure readiness for the scheduled install date, and the scheduling team assigns crews accordingly. Additional administrative steps are also taken to guarantee were fully prepared to deliver the promised services. The non-refundable deposit covers these operational expenses, which are incurred as soon as the cancellation period ends. While we cannot refund the deposit due to these costs, we remain committed to honoring the contract and scheduling your installation for a future date as agreed.

  All Signatures Complete Email Activity:

  Notification Time Stamp
  opened 1/27/25 11:04:21 am
  opened 1/27/25 11:06:02 am
  opened 1/27/25 11:24:42 am
  opened 1/27/25 11:25:19 am
  opened 1/27/25 11:33:15 am
  opened 2/19/25 8:25:16 am
  opened 2/19/25 8:26:04 am
  opened 2/19/25 8:26:26 am
  opened 2/19/25 8:26:35 am
  opened 2/19/25 9:39:41 am
  opened 2/24/25 8:19:09 am

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because I feel Poly Pro's sales representative's encouragement to network with family, friends, and neighbors to receive a monetary compensation was reiterated many times.  The cancellation process was not.  

  As a 76-year-old senior and Vietnam Veteran, I can assure Poly Pro that all seniors and veterans look at their contracts many times to make sure it is an accurate quote for the price.  The "three-day cancellation period" was not mentioned at all. 

  I'm very surprised that Poly Pro is so adamant about not refunding the deposit by using their supplies that were ordered in advance as the excuse instead of considering the consumer's best interest, as I'm sure the supplies could be used on another job. And quite frankly, I thought this is why the BBB was created; to help those who believe in honesty and fairness for all.

  I humbly request Poly Pro to refund my $1,300.00 and I would be pleased to consider having this job completed at a later date.

  Thank you.

  
  

• Initial Complaint

  Date:10/25/2024

  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 hired Polypro to coat the floor in my garage. In doing so they spelt chemicals in the driveway approach. They have tried twice to remove the stain. The last attempt was in June 2024 after it still would not come out they ask what I would want to settle, I told them it would cost $12,000 to replace the concrete and I would take a refund of my $7600. They response to that was for me to get an estimate to replace one small section of concrete that the stain is on, and they would refund me around $1800. Replacing one section would never match the rest of the existing concrete, which was all new in 2021. The first two concrete companies I contacted would not give me an estimate because they would not be able to get one section out without chipping the surrounding sections. The third company give me an estimate of $2800 but said it still would possibly chip one of the surrounding sections . When I reached out to the project manager for an email address to send Quote he did not respond Will was the contact ************ .

  

  Business Response

  Date: 11/05/2024

  We sincerely apologize for the inconvenience caused due to the accidental spill of chemicals during the floor coating process in your garage. We understand your frustration and disappointment regarding the stain on the driveway approach.
  
  We truly value your business and have made multiple attempts to address the issue by visiting the site and trying to clean up the spill. We have also offered partial refunds in an effort to resolve the situation amicably. We regret that the proposed solution of replacing one small section of concrete did not meet your expectations.
  
  We acknowledge your concerns about the potential mismatch in color and texture if only one section is replaced. We have considered the estimates provided by other contractors, but unfortunately, the full replacement cost of $12,000 exceeds the amount we are willing to agree to.
  
  In light of the circumstances, we stand by our offer to refund $1800 for the replacement of the affected section of concrete. We believe this is a fair and reasonable resolution considering the situation at hand. We are committed to working towards a mutually acceptable solution and hope to reach a resolution that meets your satisfaction.
  
  Please let us know if you would like to discuss this matter further or if there are any other reasonable alternatives that you would like us to consider. We appreciate your understanding and patience as we work to address this issue.
  
  Thank you for bringing this matter to our attention and we are dedicated to resolving it to the best of our abilities.

  Customer Answer

  Date: 11/12/2024

   I am rejecting this response because:
  
  
  First of all the spill was 100% avoidable.  
   Precautions should have been taken to protect the approach right outside the work area. There is no reason this wasnt done, It would only have taken a $30 tarp to protect my concrete. Instead they used a 4x4 piece of cardboard.  Secondly, the concrete was only one year old. Why should l accept concrete that does not match because of there avoidable spill.  I think $1800 is not even close to an acceptable settlement. 
  

  

  Business Response

  Date: 11/20/2024

  We understand that you have declined our offerings. Let us know if you change your mind. The offering remains open. 

  Customer Answer

  Date: 11/25/2024

   I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:01/08/2024

  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.

  Polypro came to my home on December 12th to provide a quote for my garage and hallway. ********************* (salesman) quoted 620 sq ft without measuring for a price of $4300, which he told me he needed a card on file to lock in the price. The following day there was a charge of $1720 on my account from Prolypro, which was the agreed on down payment, but was not spoken of being taken at this time and I didnt not authorize the charge. Then upon receiving the contract that he had written up, there was no mention of the concrete stitching we discussed being placed every 8 inches, there is no selected color for the floor, no mention of the hallway that we had discussed being done at the same time, the square footage quote was off by 150 sq ft, and he had forged my initials in 6 places to agree to his contract. When I attempted to contact ***** to discuss my concerns with, he did not return my calls for over almost two weeks, until I reached out to Polypro directly and expressed my concerns and need to discuss with *****. He finally returned my call and stated that he would rewrite the contract to reflect what we had discussed. That contract has never come, and he will no longer return my calls. I am now locked into a contract I did not sign with a nonrefundable $1720 deposit that I did not authorize and cannot get a response from the salesman or company to ensure the work will even be done properly and to the standard we discussed.

  

  Business Response

  Date: 03/01/2024

  ********************************* was a difficult customer after the sale date. See screenshots below for reference. The customer stopped communicating with our salesman after the sale. We typically have a color choice and install date selected at time of sale. If we do not, we work with the customer to get those choices within two weeks so we can plan installation accordingly. When our salesman communication attempts failed, the office began messaging him and emailing him via our system reflected below. 

  It wasnt until our automated confirmation message for the up-coming installation was received on 2/22/24 that we received notice from him that he cancelled the project. I personally called him to resolve possible confusion or concerns, but ******* was not interested. I offered to meet with him in person to resolve any issues. He declined the offer and said he wasnt interested anymore. He said he put a stop payment on the down payment check as a means to cancel. We checked our payment portal and saw no such attempt. Due to our cancellation policy and lack of communication with the customer leading up to the installation date he forfeited his deposit.   

  Im also attaching Timothys contract and signature information for your records.