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:09/18/2025

  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 question the legitimacy of this company. Throughout the install, we worked with a gentleman named **** who claimed to be a lead installer. We were told that the company was owned by a couple named ***** and ******; however, they were away on their honeymoon during the project.We have major issues with the work done at our home. The design of the project isn't at all what we asked for, the work is flawed, and they destroyed multiple surfaces within our home causing significant repair costs.When these issues were brought to their attention, they excused the work with little care for our concerns. They made minimal effort to cleanup the mess they left in our house and sighted the agreement which claims to excuse them of liability. In addition, I question the legitimacy of all of the ****** reviews. They all sight **** as the owner, in addition to the information with the Better Business Bureau; however when we worked with him, he said that he was an employee and "could not disclose" the parent company. This company has left us with significant expenses and lousy work with a myriad of excuses.

  Business Response

  Date: 09/18/2025

  We appreciate the opportunity to address this customers concerns. Our company strives to provide high-quality service and clear communication throughout each project. While we regret that this customer feels dissatisfied, we would like to clarify several important points:

  
  

  1. Design Expectations Our contract clearly notes that resinous flooring systems are hand-applied and will have natural variations in shading, pattern, and finish. These are normal characteristics of the product and not considered defects.

  
  

  
  

  2. Embedded Items & Surrounding Areas Our agreement also specifies that, due to the nature of the application process, small debris or dust particles may become embedded in the coating and that nearby areas may be affected. We take every precaution to minimize this, but some degree of occurrence is industry-standard and outlined in the signed terms.

  
  

  
  

  3. Liability & Care We always make efforts to protect surrounding surfaces and perform cleanup after completion. However, our agreement expressly limits liability for incidental contact or overspray, which is an industry practice.

  
  

  4. Post-Project Communication When concerns were raised, our team responded in good faith, explained the nature of the product and the contract terms, and offered to review possible solutions.

   

  We remain committed to fair business practices and customer satisfaction within the scope of our agreements. While we cannot take responsibility for conditions expressly disclosed in our contract, we are willing to work with the customer to explore potential remedies that are reasonable and mutually acceptable; options were given to the homeowners for redesign of the application but were forfeited. 

   

  Resinous floor coatings, unlike paint or other simple surface finishes, are highly technical, multi-component systems. They are mixed on-site and undergo a chemical reaction during application and curing. Because of this, several unique characteristics exist:

  1. Viscosity & Flow These materials self-level and spread differently than paint, which can create natural movement in the design and subtle variations in shading or pattern. This is not a flaw but a standard property of resinous coatings.

  2. Particulate Sensitivity Resinous coatings are applied while in a liquid state and are sensitive to airborne dust, debris, or other particles that may settle into the coating. Despite the use of vacuums, tape, and protective barriers, it is impossible to guarantee that no particles will embed in the finished surface.

  3. Impact on Surrounding Areas Unlike paint that is brushed or rolled in thin layers, resinous coatings involve troweling, broadcasting aggregates, and rolling out material in higher volumes. This process can inadvertently impact adjacent areas despite protective measures. Our contract outlines this risk and industry standards recognize it as part of resinous flooring work.

  4. Design Variability Because the coatings cure chemically and are manipulated by hand during installation, no two floors are identical. The result is unique and custom, but exact replication of a sample board or inspiration photo cannot be guaranteed.

  For these reasons, resinous flooring projects must be approached with an understanding that certain variations and incidental effects are normal. These are not considered defects but rather inherent characteristics of this type of system.

  Customer Answer

  Date: 09/19/2025

  [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: 23901043
  
  I am rejecting this response because:

  Complaint: 23901043
  
  I am rejecting this response because nothing has been resolved. This communication is inline with the other neatly packaged AI responses that Ive received from the company. Making well written claims but taking no action or showing any responsibility. 
  
  
  First and foremost, my greatest issue has not addressed. We have been lied to about the ownership and responsibility within the company. This again, makes me question its legitimacy. 
  
  
  The only solution that we have been given to address the design is to pay to have it redone. The initial work is so horrible that I would never allow for this company to do any more work in my house. The design couldnt be further from the initial inspiration photo, yet the company continues to site the nature of epoxy rather than acknowledging last of ability. They shouldnt have taken a job that they werent capable of performing. We were led to believe that they would get close to the initial design photo they provided! In addition, the design is incredibly sloppy and drippy. 
  
  
  When the flaws in the floor were discussed with the company they did not take any responsibility or offer any solutions. As they did here, they only referenced the disclosure in the contract. I would be willing to excuse the fly embedded in the floor, but not the screw, dirt, and holes. These are the result of lack of care and poor craftsmanship. 
  
  
  The other major crux of my complaint is contrary to point 3. This company did not take any care with surrounding areas of our home. There is epoxy on multiple stairs and raisers, dripped across our kitchen floor from one door to the other, and on 3 stones on our patio. There areas are not anywhere near the vicinity on accidental damage. They are the result of carelessness and no effort to clean up after themselves on install day. If I didnt know better, I would think they made no effort because they believed the contract wouldnt hold them responsible. When they came back to the house, at our request, they were able to clean up a few surfaces but said they could not fix others. On the patio, they chipped away the stones while making minimal progress on removing the epoxy. 
  
  As with this response, they excuse themselves from any liability for the mess and design by quoting the contract. This is the exact opposite of acting in good faith. This is not good business. 
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/24/2025

  Hello, 

  As this is our first complaint, we are unsure what the next steps are. We trreceived an email that we had a response from BBB, however, upon signing in we are unsure what is needed on our end.

  Business Response

  Date: 09/24/2025

  Hello, 

  As this is our first complaint, we are unsure what the next steps are. We trreceived an email that we had a response from BBB, however, upon signing in we are unsure what is needed on our end.