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:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company installed epoxy floors in our basement. They were amazing with communication at the start and during the project. Once the floors were completed we had some concerns. They was damage to our baseboards(didnt tape them to ensure epoxy didnt get on them) there is chunks of debris in the floors that are sharp and shouldnt be there. The top coat is suppose to be able to withstand pretty much anything they told us and there are scuff marks from a soccer ball being kicked around on the floor. They left out basement a mess and its hard to swallow when you pay 5k for a job to be completed. We love the floors and the design but there are things they were very careless of that are just simple things you do for this type of installation. I have texted, called, left voicemail, sent FB messages and no one will return my calls. We even had another project they were suppose to complete for us and I have still heard nothing from them. We would be grateful if they would come back and fix the floors but at this point I just want our money back if that is an option.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July 8-13 ************************* and his crew applied an epoxy flake floor in our garage and a metallic epoxy floor in our basement. The cost of the garage was 3684. The cost of the basement was 8400. The garage was done by Wednesday and done well with the exception of one major sticky spot. The basement has major flaws throughout and we have epoxy resin on our walls, top coat on our walls, and the epoxy is super soft. A 10lb dumbbell leaves an imprint on the floor. The top coat has foggy smears on the floor. Dirt and debris is protruding through the epoxy. They ran out of epoxy less than halfway through, and came a second day to finish. This left a HUGE eyesore in the epoxy floor. Dead center of our basement. We have been patiently awaiting a call back from them to fix these issues. They said that we were happy with the outcome and doing any repairs would make the floor look worse. After one month, we contacted an epoxy supplier and contractor.. They said the overall craftsmanship was bad. They had 3 suggestions. 1. Removal and reapply. 2. Try an attempt to sand the whole entire project and reapply a new top coat.(no guarantee) 3. Cover the floor with a waterproof vinyl laminate. All these solutions guarantee a price tag well over an additional $8000. After researching ***** and ************************* (owners) this is a very common theme. We dont want other innocent individuals to get scammed. We will be reaching out to the Missouri AG and plan to file a lawsuit against them if we are unable to resolve. They have many different company and LLC names. Buyer beware

• Initial Complaint

  Date:06/07/2024

  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.

  - Date of the transaction:1/3rd on 5/13/24 = $3,000.00, 2/3rd on 5/15/24 or 5/16/24 = $2,750.00, 3/3rd on 5/17/24 = $3,000.00 - The amount of money you paid the business: $8,750.00 - What the business committed to provide you: Finished epoxy floors, per their quote and advertising photos. - What the nature of the dispute is: They did not complete our floors. There are still bare spots with zero epoxy, just primer. The epoxy was poured too thin, has a ton of blemishes, debris and is now cracking and peeling up off of the floor. - Whether or not the business has tried to resolve the problem: No They returned for one day and poured some blobs of epoxy on our floors, but the repairs made it look much worse. The owner of the company refused to come to our house and review the issues, after the floors were poured. - If the issue involved advertising, when and where the ad was seen or heard: They have false advertising and digital brochures. They have a ******** and Instagram profile that we have since been blocked from, so I cannot share the details. They also had a ****** business account that is not inactive. However, they still have a website. They also used photos of our house as advertising posts, that I have attached. We did not give them permission to use our house as advertising photos. We have gotten quotes from 3 other Epoxy companies to make the repairs. Every company was astonished at how poor of a product Designer Surface Systems installed. The quotes to repair our floors are over $12,000.00! Designer Surface Systems has recently removed their address from ****** and it says the company is now permanently closed. So, no one can see the review I left on ******. If this company is still performing business, they should not be able to hide their ****** Reviews from the public.

  Business Response

  Date: 07/03/2024

  Thank you for reaching out to us and expressing your concerns. We have carefully reviewed the details of your complaint and would like to provide additional context:

  Each phase of our work, including the mockup we submitted, was signed off on and paid for in full. The mockup was approved prior to proceeding with the installation.

  We must also clarify that 7 of the 10 photos submitted in their complaint are of the touch-*** our technicians applied under the direction of ***************************** - who oversaw the crew and directed them to apply the epoxy where/how she wanted it, despite warning her that trying to correct an otherwise unnoticeable imperfection may actually make it more noticeable. It was understood and agreed that our attempt to modify the flooring is a one time attempt. Any further work after this would be on a bill extra basis.

  Had she followed our advice on how to address these issues, rather than demanding specific instructions be followed, the outcome would likely have been more satisfactory.
  Regarding the golf simulation pit project shared by the **********, ***************************** specifically requested that we allow the epoxy to flow over the edge because they planned to repaint the sides anyway. Although we suggested creating a barrier to achieve a clean edge, ***** preferred allowing the epoxy to drip over. It was agreed at the time that this approach was acceptable given their future plans for this area. Therefore, submitting pictures of these drips as part of your complaint is misleading and unfair, considering it was done according to ********************************* specific request and in alignment with the project agreement.

  Regarding reviews, the Schilligos began leaving negative feedback immediately after we left their home, without giving us an opportunity to address any concerns. This was followed by more negative reviews and comments from their friends and family, despite the inaccuracies of their claims.

  Due to the false nature of these accounts and to prevent further negative impact on our business, we made the decision to block them on ********* We take our reputation seriously and strive to maintain a fair and accurate representation of our services online. We remain committed to resolving this matter and invite you to contact us directly to discuss how we can move forward positively.
  
  Sincerely,
  
  *************************
  **************

  Customer Answer

  Date: 07/09/2024

  Dispute **********************
  
  Thank you for your response and attention to this matter. With concern, we adamantly reject the position of Designer Surface Systems, LLC.Please review the information below citing our cause.
  
  The flooring was, indeed, approved and paid for in-full prior to the installation as required by Designer Surface Systems. However, there was no mention prior to installation of an allowable or anticipated amount of flaws upon completion and so the payment was made in accordance with the understanding that we were purchasing a professional floor installation as per their promise both advertised and direct to us.
  
  My wife, ****, did inquire about the drastic flaws and asked for repairs. She did walk the installers through our basement and point out the areas that needed to be repaired. We even disregarded the copious amounts of debris sealed into our floor by the installers lack of professionalism and care. When they walked the basement with my wife, there was absolutely no notice that additional funds would be required for them to fix what they ruined prior to the first attempt at repairs. My wife was NOT home when they made the repairs, nor did she sign off on the repairs. When she returned home, after the repairs were made, we immediately reached out about the poor quality, and about the areas that still had ZERO epoxy on them. This is when they responded telling us that we would have to pay to redo the floors. We were not provided with any advice on fixing their mistakes as their response misleads.
  
  I am eager to share with you the text conversation showing when Designer Surface Systems discontinued communication with us. You will see that they were given ample time to respond and even finally provided with a warning that continued lack of response would initiate poor reviews, so their claim of not being provided an opportunity to respond before reviews were posted is both false and frankly offensive.
  
  While we are glad that Designer Surface Systems decided to recognize us as clients, their initial reaction to our BBB claim to deny that they ever worked for us, requiring that we submit evidence to prove they were in our home, speaks for itself. 

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  "Experiencing bubbles and holes in epoxy floors can be frustrating and unsightly. These issues are often caused by moisture trapped beneath the surface during application, improper surface preparation, or insufficient curing time. Not only do they detract from the aesthetics, but they also compromise the floor's integrity, leading to potential safety hazards and costly repairs down the line." It's incredibly frustrating when a company fails to respond to customer inquiries, especially when you're dealing with issues like bubble and hole formation in your epoxy floor. Lack of communication can prolong the problem and create additional stress. Consider reaching out through multiple channels or seeking assistance from consumer protection agencies if you're not getting the support you need. Being blocked after attempting to resolve an issue is unacceptable customer service. It's a sign of poor business practices and can leave you feeling helpless. Consider escalating the situation by documenting your attempts to contact them and seeking assistance from relevant consumer protection agencies or legal counsel if necessary. Additionally, leaving reviews detailing your experience can warn others and potentially prompt the company to address the issue. It's especially frustrating when you've already paid in full for a service that hasn't been delivered satisfactorily. This situation underscores the importance of thoroughly researching companies and ensuring clear terms and conditions are in place before making payments. If attempts to resolve the issue directly with the company have failed, you may need to explore legal options to seek resolution and potentially recover your funds.

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 8/26/23 we had epoxy floors laid by this company in our surgery suite and kennel room, we are having issues with it being a slip hazard and flaking. We choose this product since their website states it is “non-slip” and good for garages and patios. The technician responsible for laying the floors seemed rushed due to personal commitments he had. At the onset of the project, he informed me the floors required several hours to cure and would have to leave and return later to finish. However, he did not allow for the time he previously stated and was finished several hours early. This has led me to believe that the issues we are facing may be due to improper work. I reached out several weeks after the floors were laid with a concern that they are a slip hazard, after having our surgeon slip during a procedure. The receptionist agreed that they shouldn’t be that slick and relayed my concern to ****** No return call received. I sent an email on 10/4/23 informing them of my concern and requesting an inspection to ensure they were laid properly. ***** set up an appointment for 10/10/23 and called and canceled the morning of– I expressed my concern of the extreme slickness and flaking, which he said he would get back to me. On 10/19/23 he sent an email with an estimate that is “based on my inspection of the floor”. *****, nor anyone from this company has not been in our clinic to inspect the job that was performed. I sent another email requesting again, an in-person inspection prior to additional work with no response. Upon calling on 10/25/23 I was told that the floors were installed properly, and they are too busy to inspect, our only resolution would be to pay for additional services. We believe it's essential to inspect the product in person for quality before offering any potentially unnecessary services or treatments. If the product is not installed correctly, the company should take responsibility.

• Initial Complaint

  Date:04/16/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Do not use this company! They ensure you make all payments before the job is complete and they leave you with many defects remaining on the flooring job calling it complete. Then they stop communicating with you leaving you to have someone else come and redo the flooring at extra costs. They promised me a 3-day job that ran over 1 month. They said they would move or raise my pool table to work around the legs. They didn't do it. They sanded the concrete floor prior to floor prep and left dust on everything in the house. They removed the carpet and tile and left them for me to dispose of. They removed the running strips and left them for me to reinstall. They leaked epoxy on my hardwood floors during the removal of their equipment and never cleaned up. The floor never completely dried after 1 month. Job started on Feb 9. 2023 through 9 Mar 2023. I paid $4211.10 in total. At this point, the owner stopped communicating with me. I send him several photos of defects and damages to my house with no response.

• Initial Complaint

  Date:02/02/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  6/7/22
  I, ****** ***** had Designer Surface Systems llc (***** *******) and crew come out and put an Epoxy flake floor down in my garage. ***** wanted the payment in three parts over the few days it would take to complete the floor. (I was a bit concerned when he wanted cash only with a handwritten receipt only) but continued with having the floor done. the floor was completed when i was out of town for a couple days, when i got back i had to call ***** to have them come back out to repair several spots that either shifted during the drying or they just missed them. ***** sent back out a crew and they ended up basically recovering the entire floor then applied another topcoat. Several days later i had to call them back out to recover a couple spots missed or that dried wrong. I finally thought the floor was done and I was very happy. I then noticed when i walked on the floor it crunched and crackled and little pieces of the floor flakes were coming loose. I called the company and they said that's normal so i let it go. Several months later the floor is still crackling, and little flakes are coming up all over the place. I called and talked to **** the secretary and she said they could come out and put another topcoat on for an additional $600. i asked if it isn't under contract or some kind of warranty, she said no i would have to pay to have it fixed???? I told her it was not done correctly, and she just kept trying to make an appointment to come out and fix the topcoat for $600. I've tried to call *****'s number but then **** calls back.
  I spent. $3300 on a floor that continues to flake off (I have multiple pictures and videos to show what is happening) and now there are spots that are wearing thin where you can see the bottom coat of paint. I either want them to refund my money or come out for free grind off the floor and put a new one down properly so I don't have these issues.

• Initial Complaint

  Date:11/08/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 paid Designer Surface Systems to lay acrylic on my basement floor. They initially did the work on October 10, 2022. After the first few days, there were bubbles all over the floor so they returned on October 20, 2022 and sanded the floor down and repainted some of the floor. The floor was still not correct so I contacted them again on October 28, 2022 they sent a crew to do touch *** but the floor was still not correct. I paid this company a total of $4410 to complete my basement floor. The crew acknowledged that is could not be fixed but they needed *****' (owner) approval to see what could be done because the touch *** did not fix the issue and they needed to sand the floor and redo it. Since then, I have left numerous messages and phone calls with no response from the company. They also left acryllic on my basement steps which needs to be corrected.