ComplaintsforDecorative Concrete Resurfacing

• Initial Complaint

  10/05/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The following is a recap of the problem of the Concrete Resurfacing issue we are experiencing at our residence. We began using Decorative Concrete Resurfacing April 2009 to apply a ****** finish deck coat to the patio/pool area on a plain concrete surface, cost at ~$10,000.   Instructions were given for the required maintenance of surfaces including cleaners and to use a "high pressure nozzle" for deeper cleaning”. Their company uses a 4000 PSI power. “Use something less than 4000 psi for deeper cleaning to prevent dirt from grinding in” we were told and continued over the next 12 years. The washer we used has always been 2000-2500 with a fan tip.  

  
  April 2015, it was determined the pool/ patio area required another “reseal – paint” application due to poor appearance, same color (~$4500). Another newer area was ***e (front porch and walkway) in a multicolor. The same maintenance was followed with the same equipment.  No issues on the single or multicolor surfaces.

  
   In May of 2019 the pool/patio finish was looking poor. it was decided to change the color on the patio/pool areas.  Worked completed in June 2019. 
  In September 2019 some paint spots began coming off with a plain hose and the same power washer equipment, contacted Decorative Concrete. Spot repair work was ***e Fall 2019.  Many more problems began again within a month. It was mutually decided to repair in Spring 2020.   Since we had good luck (front porch and walk-2015) with the multicolor and no issues we decided to go with multicolor ($2200 more) to start fresh.  October 2020 the multicolor began to come up in spots. Now this is a major issue.  Although patient, we’re wondering why we are having so many problems plus the work and inconvenience on our part.   We’re told the issue was one of two problems. The first was “****** has gone to a newer product and Decorative Concrete was not told how to apply correctly”. Then later as more areas came up, we were told “******’s newer product although easier to clean is not as durable”.  We again mutually agreed fix these issues Spring 2021.

  
  Spring 2021, Decorative Concrete began repair work again, power washed all patio/pool areas.  They decided to spot repair some areas but do a more comprehensive repair on part of the main patio area and sidewalk areas only, “our power washing only shows these areas to be ***e down to the base”.   Work is completed May 2021.  Early July, using our same power washer process, steps attached to the main patio serviced by Decorative Concrete 2019, different color, are cleaned with no problem.   The tip of the power washer hits the patio surface just completed in the spring and a few spots began to come up.  Called Decorative Concrete and ***** the owner evaluated the work and indicated he would have a crew come out and make all necessary repairs as needed the week of July 18th while we were out of town; “***’t worry this is all covered by our warranty”.   No work was ***e.

  
  Once back in town I decided to clean the patio/pool areas for the first time with the power washer (same usual process). The main patio cleaned up fine but moving to other areas spots began to come off just like spots near the steps.   At this point we are really concerned, what is happening, are there a lot more areas just like this failing?  I continued doing about another ¼ of the patio area. I called the office the following week but did not receive any calls back.  I waited a few days and finally told the office “I need someone to contact me!”
  ****, the other owner returned my call and inspected the patio.   She wanted to know why I did not stop when it came up.  I indicated that I wanted to know the extent of the failure (some areas coming up and some not) and only stopped because it was the end of the day. I asked her why our original finishes never failed while the new is having so many issues.  She indicated that as more finishes are applied, the finish bond becomes weaker. This was the first and only time this was mentioned to us.   She indicated she would get back to us.
  **** followed up indicating the tip of the power washer was too strong and close to the surface based on the advice from ******.   Her consequential proposals include:

  
  $16,800 bid (30% discount) to $11,700Base coat option 1 year warranty
  $11,800 bids (30% discount) to $8,200Sand coat optionno warranty

  
  We have rejected both proposals indicating there is nothing to warrant the need for payment to make this entire project right.  We have been using the same power washer, fan tip and process we first started 12 years ago.  

  
  I’m attaching pertinent documents.   One is the care required for the deck.   After the first 2019 process, a crew member went over the maintenance again with me.  I wanted to make sure I was doing everything right as this was getting not only frustrating but very expensive. On the most recent ****** handout he wrote “2019”, specifically pointed out and wrote not to go beyond 4000 psi.  He crossed out what did not apply to our job and pointed out the cleaners etc.  I was doing everything correctly.     I’ve indicated to **** we would not proceed with any outside interventions at this point and agreed to work through the BBB.  We hope to get this resolved soon.  I’ll again need to keep the pool open indefinitely or wait till another new spring.

  Business response

  10/14/2021

  I have reviewed this customer's total file and found

  it strange that he was having so many problems.  When I went 

  to view the problems, I noticed the extremely unusual striped pattern

  that was present. That led us to discuss the equipment that he was using.

  He showed me his tip and it is NOT a fan tip. It is a cone tip that is one step

  below a tip that can be used to strip paint or other finishes off of surfaces.  

  I took those pictures back to my ****** advisor board and they all concluded 

  that the culprit was too strong of a tip and power washed too close to the surface. 

  Here is the background of the customer and ****** work.

   

   

   

  "***,

  
  
  Good Morning!
  
  
  Can you help me decide what is fair for this situation plz.
  
  We installed his deck in 2009. Resealed in 2015.
  He had us reseal in 2019, we used Premium.  Had some
  small areas that peeled off so we went back in 2020 and
  
  sanded the deck and sprayed another coat of premium
  and he paid us to multi-color too. He called in early 2021
  with a few spots that finish coat had come off.  I sent a crew
  May 15th and they powerwashed 2000sf and told me that the
  entire pool deck was tight and had no problems.  The adjoining
  
  patio and sidewalk had many spots.  So, I told them to grind off
  the surface and re-texture, seal and multi-color about 450sf... no charge.
  I think, we are good.
  
  
  He calls us in June and says he has powerwashed and has a few spots on the
  pool deck again.  ***** goes out and finds maybe 6 spots.  We
  put him on the schedule to do the touch ups.  We don't get there until he
  power washes AGAIN in late August and he calls us to say that he has problems
  everywhere. 
  
  
  
  I am thinking something has to be going on here so I go there myself to see.
  He shows me the skinny PW streaks and I ask him about his PW procedures.
  He shows me the white (15 degree) tip and says he has used that same tip for
  the whole time and held the wand the same distance the whole time and it has never
  happened to him before. 
  
  
  
  I forwarded the pics to ***** ******* and he thought to harsh a tip and too close.
  
  
  
  I explained that the tip is too harsh and he was to close to the surface.  Also that
  
  he has had two reseals on the old surface.  That the original is the best bond because
  it is on porous ****** mix.  He doesn't buy it.
  
  
  
  I have never had this happen before and when I factor in that
  we used the Premium finish coat, trying to decide if I bare any
  responsibility?  
  
  ****

   

  This was *** ******, President of ****** Products response:

   

  *** ****** <***.******@******.com> Sep 29, 2021, 8:32 AM
  
  WOW, based on your description and reviewing the photos, I completely agree with *****! As you know we all power wash ******. The evidence is right there that the tip was far to close and used an aggressive tip
  
  Premium or Select finish coat, regardless, wouldn’t  withstand that amount of pressure. Another thing I would ask, when he was cleaning and noticed this why didn’t he stop and call? Rather than blasting away?
  
  

   

  *** ****** <***.******@******.com> Sep 29, 2021, 11:09 AM

  
  This now becomes a business decision at the end of the day you must make. If me, based on his history and said to refer others,  I would at least offer him a “at cost” proposal….he damaged the surface, the surface did not fail. I had several others here review the photos and unfortunately everyone is in full agreement that he used the wrong tip far too close to the surface and vs cleaning the surface properly he removed the coating, and should have stopped right there and called you, requesting a professional opinion before further damage occurred.
  
  

  Then I sent the email with the two options for repairing the damage he had done.  I was willing to participate with a 30% discount with his history of being a repeat client.  I have been in business for 38 yrs and have never had to fix the damage that was 

  Done by a customer to their deck.  I called him and asked him if he would be willing to have the BBB arbitrate.  He said yes.  I was leaving town the next morning and asked if he could wait and I would start the process when I got back.  He went ahead and filed 

  himself. 

   

  I truly feel like my offer is fair.  But am willing to submit to what an arbitrator would recommend.

  
  
  

  
  

  Customer response

  10/15/2021

  Complaint: ********
  
  I am rejecting this response because:

  !) As mentioned this is the same  YELLOW FAN (15 degree)  tip I've used since 2009.   Tips are standardized in the industry and this is a 15 degree fan spray.   This is not a pinpoint spray.  Again, ****** does recommend a "high pressure nozzle".  Many times during the year pressure washing is the only solution to clean the surface. 

  2) I'm attempting to attach the videos showing the use of my power washer and how the surface is coming up but having difficulty at this time.  ( I will call your office)  The patio is a little dirtier requiring more than just a garden hose to come back to a uniform color.  It will start with the surface coming up a little then continuing to fail with just quickly (not pinpointing) the stream of water. As i was cleaning other parts of the patio and attempting to get up the dirt this kept happening. I was wondering why this was happening all over again and in what areas.  If i continued and spent the time I'm sure i would be removing more than just the "fan tip" of the spray in those areas ( as shown in photo).  And just to re-emphasize, the  areas Decorative Concrete "repaired" had NO problems. 

  BTW, This is the same tip I  use to clean my metal patio furniture.

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

  Business response

  10/21/2021

  There are two things that determine how aggressive a power washer tip is:

  1) Which tip you use

  2) How close you put the tip to the surface being cleaned

   

  My crew power washed the entire pool deck in May and had zero material come up.

  They washed the one patio and did have some areas.  So, we fixed those.

   

  When you look at the picture I have attached, you can see that the lines are not a fan pattern. They are very narrow

  stripes, indicating that nozzle was too close.  He even got sooo close that he put a hole in the material which is possible

  if you inadvertently allow the nozzle to go "on" the surface.

   

  When we could not come to an agreement on why this happened, I was the one that asked if he would be open to arbitration

  from the BBB.  I only asked that he wait a week while I was out of town so I could start the process when I got back.

   

  Our company has been in business for 38 yrs.  We have a 4.87 star reputation. We try to be fair with our customers and take care of any installation or

  product problems.  Some responsibility has to be borne by the customer in this situation.  Most people would stop when

  they saw paint peeling off to see/ask what might be wrong rather than just keep striping away/damaging their surface.
  

   

  I honestly think arbitration is the best solution.  Since we can't come to a solution between the two of us.
  

   

  Customer response

  10/22/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  When I power washed  the areas that were "repaired" with the same tip and power washer no issues were experienced.  There is a definite difference between the repaired and non-repaired areas.  As seen in the attached video a 15 degree fan tip fast sweep is used which can create  a small circular lift of the surface. When going back over the surface to continue cleaning the surface lifting just gets worse.  
  
  Sincerely,
  
  ******* *****

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