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:08/28/2024

  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 owner over a 2.5 month time period did not complete a job, with overall lack of professional communication, no show on scheduled appointments. Damages were made during the process of which part of the work was completed. Business was paid in full, overall quality of what was not represented correctly and quality of work completed is failing and/or subpar.

• Initial Complaint

  Date:07/07/2024

  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.

  Back on March 12, 2024, ******************* told us our job would be a 3 to 4 day turnaround for him to epoxy our 1300 square-foot basement. The cost was $8000 with $4800 due to start to cover the cost of materials. We moved our furniture outside and covered it for the max 4 days it was supposed to take to do the job. ***** started the job Wednesday March 21st by removing the carpet and prepping the concrete. March 29th he reached out asking for an additional $3000 for additional materials. We gave him the additional $3k on April 3 in hopes of not holding up the project. He said he would send an updated invoice, which we never received. He told us on numerous occasions that he would be at the house to get work done on our floor and he constantly no-showed and lied about when the job would be completed. We watched our job sit while he started and completed new jobs. I asked him for an itemized bill of the charges, which he refused to give us. Him and his guys left a mess everywhere, never disposed of anything he used here on the job and his guys were drinking on the job as they left their white claw cans behind, along with food trash. The trash sat outside our basement with no attempts to clean up after themselves. He finally finished the job on June 28 and he did a real c*** job as he didnt prep the floor properly and the flooring is bubbling up in some spots and he epoxyd over the piles of dried concrete leaving tons of rough, raised spots all over the place and he went right over the carpet tack strips rather than taking the time to remove them. We asked him to fix his mess of a job and he agreed to grind down the raised spots, and filled them with epoxy so it looks like a awful patch job now. We ended up disposing of all his trash and he wont respond to any of my correspondence. Now our furniture is ruined from being exposed to the elements for three months. Something that he said would be done in 3-4 days actually took him over 3 months.

• Initial Complaint

  Date:06/18/2024

  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.

  As a small business owner in ****************, I trusted ***** to handle the flooring in my real estate office. We agreed on a price that included removing and disposing of the existing carpet, prepping the floor, and laying down epoxy. ***** assured me the job would be completed in two weeks.2 days before he was supposed to start, ***** refused to remove the carpet. I had to urgently find someone else to do this over the weekend. He then postponed our start date. At this point, my office was empty, and I couldnt operate my business.When ***** finally began the job, he was inconsistent and unreliable. He didnt show up on scheduled days, and when he did, he often left early to work on other projects. On the first day, after starting the job, he informed me that he had miscalculated the materials and demanded an additional $1500. I managed to negotiate this down to $1000 and paid immediately to avoid further delays.***** did not properly clean or prep the floor before laying the epoxy, resulting in chunks of wood, tack strip, metal, tape, dust, and debris being embedded in the floor. He assured me it would be sanded down and invisible, which was not true. The final result was a mess, causing tripping hazards and making the floor look ugly and unprofessional.****** work forced my office to remain closed for over a month. He attempted one repair, which only made things worse. The floor was dull, had lumps, and had pieces of painters tape and other debris embedded in it. He also got epoxy on my radiators, walls, and toilet and missed large clear coat sections of the floor. Despite numerous promises, ***** never returned to fix the floor properly. He eventually claimed he couldnt afford the materials and asked for my patience. After a month of no contact, I had to reopen my office with the terrible floors to resume business operations. I later had another person fix his disastrous work at additional cost to me.

  Business Response

  Date: 07/01/2024

  To Whom It May Concern,
  
  I am writing in response to a complaint filed by *************************. We regret to hear that ******************** feels dissatisfied with our services and would like to address her concerns thoroughly.
  
  Firstly, we sincerely apologize for any inconvenience caused during the flooring project at ********************' real estate office. We acknowledge that some aspects of the project did not meet her expectations. However, we wish to clarify several points raised in her complaint.
  
  Regarding the removal of the carpet, our records indicate that we communicated to ******************** that we would be unable to perform this task as she requested we prioritize her project over other clients. We offered her a discounted price to handle the carpet removal ahead of time, which she accepted.
  
  In terms of project timelines, Keystone Epoxy does not provide specific completion dates. ******************** was informed that squeezing her project into our schedule was challenging and that meeting her unrealistic timeline was not feasible. Despite this, we made every effort to accommodate her needs.
  
  ********************' office closure during the flooring project was her decision, as she was fully aware of our work schedule. Claims that I have left early are unfounded, as no specific work times were promised due to the flexible nature of fitting her project into our existing commitments.
  
  ******************** was responsible for all material costs, and despite this, we extended a $500 discount from our pocket for supplies. Additionally, we advised that a satin finish would be best for her flooring, but she insisted on a glossy finish. We communicated that we could not guarantee the outcome of the glossy finish, yet we proceeded to accommodate her preference.
  
  It has come to our attention that ******************** solicited fake reviews online, which is a practice we strongly oppose.
  
  Thank you for your attention to this matter. We remain dedicated to providing high-quality services and are committed to continuous improvement based on customer feedback.
  
  Sincerely,
  
  ********************;
  Keystone Epoxy
  

  
  

  Customer Answer

  Date: 07/08/2024

  It appears the proof of insurance ***** gave me as well as other people is fake. 
  

  I contacted his insurance provider to file a claim and they said he has no account with them, but his wife does for her cleaning business.

  they Are looking into this right now. It appears ***** falsified the insurance document by photocopying his LLC name and address of his wifes info. If you lol close on this document he gave me, you can see the photo copy lines under his address and name top left. 

  Customer Answer

  Date: 07/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21802907
  
  I am rejecting this response because:
  
  Everything ***** stated in his response is untrue, including his refund amount. His weird partial refund was also only $485.05 (see attached). The company promised me $3,500 refund. Which they never followed through with. Then later blocked my number and social media and is now calling me a liar.
  
  I never had people leave fake reviews. If the company is getting bad reviews it's because of their terrible workmanship and reliability.
  
  Also see attached. ***** gave me a FAKE/FORGED proof of liability insurance at the time of signing. I've attached what he gave me as well as email correspondence from Cotorie, his stated insurance company. They have no record of him or his company. Just lie after lie. 
  
  I hate the way this company down plays the time I had to stay closed, the amount of poor work they did on the job and the amount of money I had to spend trying to make it look better. I have a book of text messages from ***** stating "he screwed up and will make it right". They are acting like I'm just being picky or something. NO, I am not. I want a full refund of the $6,500. I paid them and I will stop pursing them.
  
  Regards,
  
  *************************