Amazon Coatings

Review: I called Amazon Coatings to get an estimate for new kool decking around our swimming pool. They advertise that they do garage floors, decks, and pool decks. [redacted] of Amazon Coatings came to our house to give us an estimate to replace the kool deck we currently had around our pool. She wrote on the paperwork, “apply new lace coating.” She did not explain to us that lace coating is not kool deck. I felt in all good conscious that I was getting what I was asking for, to have my kool deck redone. At no time did she tell me that anyone using the pool would need to wear protection on our feet because it was not going to be the same temperature that we are used to.

In fact, it is extremely HOTTER than it was before and when you splash water on it, the water doesn’t cool down the deck like before. This has created a dangerous situation for my children, grandchildren and anyone else who might come to our house to swim. We have to worn friends and family about the temperature of the deck surface. We are putting mats down and having to run from one to the next just to enter our pool. Quite honestly, I don’t know why anyone would want this around their swimming pool unless they intend on always wearing shoes in and out of the swimming pool.

The job by Amazon coating was done in late April, it wasn’t too hot outside yet. Then as summer and swim season at our house began the deck just kept getting hotter and hotter. I just didn’t understand what was going on. I tried to spray it down with the hose but it didn’t cool the deck down like usual. On July 9, 2013 I contacted Amazon Coatings to get answers to these questions. I spoke with [redacted], the same person that sold us the deck. She informed me that we purchased an acrylic lace coating. She then had to explain to me that it is not a Kool deck. I told her that she had not explained any of that during our meetings and that I wanted my money back because I would need to get it redone. She told me that “giving me my money back would do nothing but put money in my pocket.” I asked her “what would she do to fix this problem?” She said she “couldn’t make any decision at that time, she would need to talk with her husband and get back to me.” I waited the rest of that day and the next day to hear back from her. On July 11, 2013 I called and left a couple messages and asked her to call me back and that I had been waiting to hear back from her. [redacted], the owner, called me back and said she had looked over all our paperwork and feels that they did what the “contract” states, I tried to interject and she said “thank you” and hung up. She didn’t even attempt to offer me any help or solution to correct the dangerous situation their product has left us with. The”contract” that she referred to has no disclaimers stating that they are not replacing my old kool deck with a new kool deck, nor does it refer to any heat warnings in regards to the material her company was going to use.

Bottom line is that when we initially called about getting an estimate for kool deck, we should have been told that they don’t work with kool deck products. [redacted] was not upfront with us about the products that her company does and doesn’t use. I have since learned that there are specific products that need to be used in order to have an actual kool deck surface. I feel [redacted] saw an opportunity to have a paycheck and didn’t take the time to inform me as a consumer about the differences. I need to get the $2,600.00 refunded so I can get a safe kool deck.

We hope this will peak your interest enough to help us, and help make sure other consumers know the difference between kool deck and acrylic lace coating. Please contact me any time at 480-459-1545 and we can discuss this further.

We look forward to your response. Thank you, in advance, for your considerations.

[redacted]Desired Settlement: Full or partial refund to have a kool deck surface installed.

Business

Response:

Please find attached:Copy of Estimate dated April 10, 2013Copy of Contract dated April 17, 2013Document - Re-Cap of Telephone Conversations & Timeline of EventsThough not on the timeline, I have also received an additional email with a letter that the [redacted]'s will be sending to [redacted].The claim's of the [redacted]'s are not true. Both the estimate and contract clearly shows:1) the pool deck had an Existing Kool Deck Surface 2) the existing coating was to be removed3) a Lace Coating was to be installedThe estimate shows an option to upgrade to a "Heat Deflective" sealer..... (indicates increased heat of deck)When the phone calls started, I did not have to explain the difference between a Kool Deck and a Lace coating....[redacted] told me!When I brought up the color of deck being dark, she said she remembered, but.....I said the deck could be painted a lighter color, she said she wanted her money back.I was upfront regarding the coating and did discuss the difference on both visits to the home. It is my opinion that [redacted] was "watching TV" rather than listening to the discussion regarding the deck until it was time to finalize color.At every opportunity, she states she wants her money back. She clearly is not interested in a resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am writing in regards to the complaint number referenced above.I filed a complaint online in August. The company did respond to my complaint and I was sent an email, however I did overlook that email in which I was given 9 days to respond. I am a small business owner myself and got very busy with work and unfortunately overlooked the email and did not get to respond and now the complaint shows as "resolved". The company responded to my complaint by basically giving her side of the situation and did nothing to resolve the situation. I'm not sure what more I can say, it seems as though it has come to their word against ours. [redacted], the owner of the company, stated that my wife doesn't want to resolve this. That couldn't be rather from the truth. We due wish to resolve this, however she has not offered any resolutions to date. When we first contacted [redacted] about the issue, my wife asked for our money back, of course, who wouldn't when you feel as though you've been ripped off. [redacted] told my wife that giving our money wouldn't due anything but put money in our pocket. [redacted] said she would talk with her husband and see what they COULD do, she said maybe they could come back and put the heat deflective seal down...when she finally called back she stated they did what the contract stated and offered NO resolution.My main purpose of writing this email is to see you can change this complaint to show as unresolved because the company is not, and never has been willing to work with us.If you can please include my wife's email address for any future correspondence, [redacted].netThank you for your help,[redacted]

Business

Response:

In regards to the complaint filed by Mr. & Mrs. [redacted], I respectfully submit that the problems they have identified with their pool deck were addressed at the initial meeting with Mr. [redacted] and again one week later with BOTH Mr. and Mrs. [redacted] when they contracted with Amazon Coatings to remove the existing coating and install a new deck.They chose not to accept the upgrade to a "Heat Deflective Sealer", nor did they choose to apply a "lighter color" of sealer.