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:02/28/2025

  Type:Sales and Advertising 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.

  On February 21, 2025, my husband and I had Surface Bella representatives Ashley and Gavin visit our home for a bathroom remodeling estimate. During the consultation, Gavin requested to check our credit to determine our eligibility for financing the project.
  We repeatedly asked Gavin if this would be a soft credit inquiry, and he assured us multiple times that it would NOT be a hard pull. Trusting his word, we allowed the check to proceed. However, **minutes later, my husband's credit monitoring alert notified him that Surface Bella had conducted a hard inquiry. When he questioned Gavin about it, Gavin claimed it "shouldn't" be a hard pull.
  Shortly after, I received an email stating that I had opened a new account with ***** *****—something I had never agreed to. When I confronted Gavin, he said this was "strange" and promised that someone would call to clarify. However, we never received a legitimate explanation.
  On February 28, 2025, we unexpectedly received a card with a $****** limit, which we cannot use anywhere except for this project . Additionally, both of our credit scores dropped due to the hard pull and the unauthorized account opening. When I contacted ***** ***** to cancel the account, I was informed that closing it would further negatively impact our credit.
  This experience has left us feeling misled and deceived. It appears that we were intentionally given false information to pressure us into financing through them. We are now stuck with an unwanted account, a credit score drop, and financial consequences we did not consent to.
  
  1. Immediate removal of the unauthorized ***** ***** account without any negative impact on our credit.
  2. Correction of any damage to our credit scores caused by the unauthorized hard pull.
  3. A formal acknowledgment and corrective action from Surface Bella regarding this deceptive practice.
  
  We expect Surface Bella to take responsibility for their misrepresentation and work with ***** ***** to resolve this issue

  Business Response

  Date: 04/29/2025

  *** *******, my apologies for this issue. When this initially happened I spoke with Gavin concerning the matter. First, let me be clear, Gavin did not intentionally mislead you. Second, Surface Bella did not pull your credit report as you stated, if we had it would have been a soft pull. After being vetted we have the capability to do that. 

  Gavin wrongly assumed that because we have the ability to do that internally, that anybody we work with would also only show as a soft inquiry as well. That was not the case. He never denied that he told you it would be a soft inquiry and felt terribly about his mistake, as do I. As to a resolution, your score should be higher than it was pre pull. The second biggest factor in determining a credit score is credit utilization. 

  That is to say, the percentage of usage you have on available credit. You now have a $****** credit limit that you have borrowed nothing against. As a resolution that is what I can offer. I have no ability to remove the inquiry because we did not make it. However, we informed ***** ***** of the circumstances in March amd that our representative thought and relayed to you that it would be a soft inquiry. I do not know whether they have removed it or not. 

  Lastly, we are not the only place you can use the ***** ***** project card. I can gladly tell you other places where you can. My apologies again, please reach out if you need my help.

  
  

  
  

  Sean T*****

  President

  Surface Bella LLC

• Initial Complaint

  Date:11/13/2023

  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.

  There is a lost of patio shine that share would 4-5 years before needing to be reapplied and now there is a crack running down the width of patio. Another crack has started along the length. Scott came out to take pictures and repairs are to occur. That attached document begins witht he initial contact regarding the sheen and then transitions to the crack. Scott has reached a couple times by phone. Spoke with Scott on October 30. Initial request bagan in April. If we cannot schedule a repair/replacement, I would like a refund so I can have someone come fix the issue. With winter coming, that crack is only going to get bigger with water freezing and melting. Thank you.

  Business Response

  Date: 11/14/2023

  Mrs. ********, as you're aware we have a service opened, but as you and I discussed, pressure washing a stamped floor s not advised. Our production director is meeting with you on Thursday with a different installer to come up with solutions.

  Customer Answer

  Date: 11/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  The response did not reflect the bigger issue, the cracks in the patio. The production manager (and the fourth person to come out) did come out on Thursday and offered a viable solution not reflected here.  I cannot accept resolution based on statement submitted. 
  
  
  
  Regards,
  
  
  
  ********* ********

  Business Response

  Date: 12/12/2023

  *********, as you are aware Daniel came out and brought another concrete installer with him. The solution was to redo the concrete. This is not deemed an emergency so as soon as the crew becomes available and the weather permits ( can not pour concrete in the cold) we will rectify the situation. Thank you

• Initial Complaint

  Date:02/02/2023

  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.

  I paid them 6,700 dollars to build a walk way and a french drain. The walk way is of poor quality and the french drain is useless. The drain is not run the way it should be. The drain grates are 1" to 3" above the ground. Water is flooding under my house. They do not have any employees that do the work. They are all hired off the street. Most do not know what they are doing. I talked to an employee that quit because of the way they were scamming people. I will furnish his name to BBB

  Business Response

  Date: 02/06/2023

  Mr. *******, as discussed via phone, we will be visiting your job on Thursday February 9th 2023 at 11:30 AM. At that time we will video and see whether water is properly draining. However, there are a couple of things I want to stress: 1) You signed off on all work and said "Zack was very courteous and did a very good job" the completion certificate is attached 2) We take real exception to your use of the word "scam" and will defend vigorously against it. This insinuates that we took money from you and ran which is common in our industry, this is not the case, as you paid us once the job was complete, again see the attached completion certificate. 3) The only employee associated with your project other than those coming with me on Thursday was terminated for cause. I look forward to seeing you on Thursday and it is my sincere hope we can get past the name calling and baseless accusations.