Complaints

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• Initial Complaint

  Date:12/18/2023

  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.

  LaserLinc purchased hard surface, epoxy-based, flooring for 4 areas of the building: an entryway, 2 restrooms, and a lab.
  
  We worked with their salesperson, Rick Glover, to specify the type and colors. We received a quote on 6/2/2023 for $19,206. The work was done over the course of the week of June 26. We paid two invoices, 50% downpayment (invoice #191, $9603) and 50% on completion (invoice #204, $9603).
  
  In the sales process, one of the things discussed was surface roughness. Depending on the number of surface coats, the floor could be rough to smooth. Rick explained that we would be able to make the decision about a second coat after the first coat was done. The first coat was completed on a Friday (June 30th). When I contacted Rick on Monday, July 3 and said the floor surface was too rough, he said he needed to know that within 24 hours and it was too late to apply a 2nd coat. They’d have to start over. And there would be a charge for that.
  
  Well, not knowing the implications of leaving as-is, we opted not to pursue rework. As it turns out, the flooring is extremely difficult to clean. Grime is stuck in deep crevices of the floor and not even a bristle brush with strong cleaning agents breaks loose the dirt and grime.
  
  We replaced the floors because of the state of the old tile flooring which was in very bad condition. We have high-value clients visiting our facility. Now we can’t clean these areas to make a strong first impression on our visitors.
  
  All we want is to be able to clean our floors with reasonable effort/cost. We’ve been given no way to resolve this problem. We were told we’d be able to get the right surfacing for our application. That is not what we’ve received. We’ve bought a problem that could cost us far more than the 19K we spent.
  
  A representative of the company stopped in this week and told us that the company was being sold and the new owners weren't absorbing any warranty responsibliity. There's been no further communication.

  Business Response

  Date: 01/10/2024

  Good morning ********,

   This is the first I have heard this complaint, and we are taking steps to satisfy the customer.

  Here are the facts I have found so far.

  1. We installed a floor coating for them and the floor they received was exactly what the contract stated.
  2. The complaint comes from a customer who wanted to add another coat but did not do so in the time frame allotted to do so.
  3. The customer is having difficulty in cleaning the floor that was installed properly.

  
  

  Here are the solutions we will work on to have the customer 100% satisfied.

  1. In order to put down the extra coat that he wanted, we would need to grind down floor and then add an additional 3 coats for them to get the floor smooth like they originally wanted.
  2. This is 4 days of labor and a good bit of material to complete.
  3. We will ask the customer to pay just the amount they would have paid to install the extra coat. We will assume the rest of the cost.
  4. This was done by our commercial division, which was sold, and they didn't assume any warranty or previous customer work.
  5. We in good faith will make sure the customer is 100% satisfied in the end.  

  
  

  If you have any questions or concerns, please feel free to contact me.

  
  

  Thank you,