Authentic Concrete Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It's been months since my first email to this companyI emailed sent text messages and contacted the company that supplies his products and they contacted him several timesHis response was he was in the middle of a big job Also it has been week since his response claiming he never heard from me and that he would call me that dayIt is now a week later and no phone call Regards, [redacted]

Hello [redacted] , I wanted to apologize for the mishandling of the issue you have on the garage floor I am emailing you to see if we can still resolve this issue I Will set a definitive date, April 1st, to personally come down and repair the spot on the floor I feel we are the only one's who can fix this properly, as we know what colors to mix to properly blend it to the rest of the floorAgain, my apologies on delaying my response, but would like to rectify itThank youEric M [redacted] Authentic Concrete Solutions Sent from my [redacted] Smartphone

I contacted [redacted] on the morning of 4/I said I would resolve the issue April 30th -May ndI actually called him with no knowledge of this emailOur outdoor season doesn't even start until end of April -beginning of May

My recommendation on fixing the scratches and putting an additional coat of epoxy stays the same...they created a problem, we have a resolution and the *** dont even want to give the resolution a shot....I assumed they were at a Home Show so my mistake....the fact remains that they signed a contract that states there will be trowel marks and texture...the recommendation by *** *** to sand the entire surface is not feasible as they didn't realize that they colored the floor with a dye....I spoke to the manufacturer and told him we dyed the floor and then he retracted the sanding resolution......so, again, we are offering to fix the scratches and put a coat of epoxy on

---------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Wed, Apr 22, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------From: Date: Tue, Apr 21, at 10:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]
I noticed that our issue has been closedI missed responding by dayIt took us longer than the days to get other professional opinions concerning Authentic Concrete's proposed solutionIncluded in this email are the opinions that we are basing our decision not to accept their solutionWe would like our complaint updated with this informationThanks,
*** ***
Dear ***,
Thank you for you email and images you have submitted.
I have reviewed your images and your email and will speak to *** the installer regarding this.
*** is an experienced installer with a decade of experience with *** *** products and hundreds of jobs to his credit.
Your main contention of issues center around chipping & scratching, trowel marks, noticeable seams, and inconsistent sheens.
The coating in general is a highly customizable finishMany contractors and home owners apply the product in variable textured or smooth finishes.
This particular coating has been used for both high anti-alip and smooth countertop finishesThe difference between the two areas is
simply the application techniques employed.
The coating is a tough finish especially when paired with the epoxy sealerA less textured finish is preferable if being clawed at by animals.
This goes for any hard objects like undersides of wheels on chairs etc.
The seams appearance is noticeable simply because the coating is not applied thick as it is resin based and not a concrete or portland
cement mixtureAs such, the level of the original surface or indifference in levels brought on by the original substrate needs to be overcome
at pre-coating installation stageOtherwise, the coating will simply follow the underlayer or primer level.
A totally flat finish will demand a totally flat floor to start with otherwise a compromise is expected.
The inconsistent sheen or spotted sheen indifferences could be a consequence of indifference of sealer from one area to another but it can
also be the result of infrequent cleaning or maintenance.
The good news is that the material is re-coatable and I agree with the suggestion of sliders on all furniture pieces that can have a negative effect
to textured surfaces.
The higher spots can be sanded down and re-coated with epoxyThis will also address the textured areas that are chipping and scratched as
well as the higher troweled marksYou can also settle with a cleaner that is suitable to clean the markings on the floor while being safe for animals.
*** *** will assist the installer with any technical help and products necessary for any re-application for a period of yearsWe hope you find a good and amicable resolution for your installation.
Regards,
Paul Bordin
*** ***
http://www.***.com
*** ext***
Hi ***,I took some time to take a look at the photos you sentIt looks like a cement based stamp overlay and not an epoxy coatingAt any rate the repair looks difficultI may need to pass this job upI would be willing to remove the overlay, but I am not interested trying any repairsThank you for your consideration And I wish for you the best outcomePlease call me if you have any further questions and unless I hear different I will not plan on meeting tomorrowBest wishes
*** ***, Owner*** Concrete, LLC
www.***.com
###-###-####
***@***.com

Hello, we didnt intentionally ignore the issue We thought it was resolved, as we did go back and fix Apparently the problem resurfaced, and didnt get back in time to re-fix We apologize for the issue and I will refund the amount stated no later than April 15th, which is when we
start our season again

We received a complaint last year about slippery steps, we went to the property and in our honest opinion did not think the steps were unusually slippery We powerwashed the steps with well over psi in an attempt to help break down the sealer While pressurewashing the steps we
repeatedly walked and even walked briskly up and down the steps The steps were not slippery in our honest opinion The steps are on a very steep incline, very steepAlso, the times of these falls which were both in February were during very cold temperatures Today, it's single digits When the temperatures are below degrees, of course they have a chance for ice build upWe used the same sealer as our other jobs and even applied texture to the coatingThe sealer we used was an acrylic urethane made by *** coatingsMy recommendation would be to get some of the sandpaper type strips they sell at ***'s or *** *** and put them on the stepsThey will adhere nicely on a dry, clean surface I've used these strips on my wooden deck steps and had success with them I also would recommend using the alternate entrance thru the garage on days where there is the possibility of ice, such as today

Hello, 
I was made aware of [redacted]'s complaint.   I was told that there was a fall on her stairs that we applied a concrete coating on.   The fall occurred during the winter months and they did tell me the steps were icy. She told me that she was under the impression...

that the steps would be slushy but not icy.   She got this impression from Laura,  the owner of Authentic Concrete,  because Laura told them that snow is easy to push off because it tends to be a little slushy. 
This is true,  but obviously water will still freeze in cold temps on our coatings.  The job is completed and two coats of sealer was applied.   If [redacted] likes I will pressure wash the steps again for her but applying additional costs of sealer could increase the slipperyness.   If we powerwash it heavily we could possibly decrease the amount of sealer. This is a better solution than applying more sealer.   The steps were icy and are a very steep incline.   I don't believe we are at fault here,  but offer the pressure washing solution.   This can be done on Monday,  Sept 15th.   
Thank you, 
Eric M[redacted] 
Authentic Concrete Solutions

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted], I wanted to apologize for the mishandling of the issue you have on the garage floor.  I am emailing you to see if we can still resolve this issue.  I Will set a definitive date, April 1st, to personally come down and repair the spot on the floor.  I feel we are the only one's who can fix this properly, as we know what colors to mix to properly blend it to the rest of the floor. Again, my apologies on delaying my response, but would like to rectify it. Thank you. Eric M[redacted]Authentic Concrete Solutions Sent from my [redacted] Smartphone

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: It's been 7 months since my first email to this company. I emailed sent text messages and contacted the company that supplies his products and they contacted him several times. His response was he was in the middle of a big job.
Also it has been 1 week since his response claiming he never heard from me and that he would call me that day. It is now a week later and no phone call.
Regards,
[redacted]

I contacted [redacted] on the morning of 4/21.. I said I would resolve the issue April 30th -May 2 nd... I actually called him with no knowledge of this email... Our outdoor season doesn't even start until end of April -beginning of May

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Again we are being blamed for creating our problem. The problem with the floor goes well beyond the marks around our dining room table even though this is what Authentic Concrete insists on focusing on. This is the first we are hearing that [redacted] retracted their recommendation as we have not heard this from them. [redacted] recommendation was consistent with the other recommendations we had gotten from other professionals. We do not understand what the dye has to do with the proper steps needed to correct the issues with the floor and would need a logical explanation on why Authenitic Concrete thinks this can not be done. Again we have been advised by other professionals to just cover the floor as the work required to correct the issue is both time consuming and extremely messy (maybe this is why Authentic Concrete feels it is not feasible). We stand firm by our request for full reimbursement since the resolution by Authentic Concrete is only a band-aid.We are aware that the other professionals we speak of do not use [redacted] products but are in the same line of business using other products.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
It was Eric (the owner himself)that originally came and said it needed a top coat. Now he's saying that it would be worse with another coat???  I'll let him try whatever he thinks but I want satisfactory results.

To Whom It May Concern,
We were unaware of [redacted] attempt to
contact us.  My guess that it was attempted on [redacted],
Which we cannot access the notification inbox. I will contact the customer today...

and
Set up a time to go down and fix the issue.
Eric M[redacted]
Authentic Concrete Solutions

To Whom it may concern,
The complaint by the [redacted] is unjust in our opinion.
They obviously listed numerous issues with their floor that I could address each one individually, but will try to more brief.  We were contracted to do their floor. They chose a color...

(natural cherry which is light brown, they also wanted a burnt look..)...we did the job , then she wanted red...so,we redid it...this took extra time as we had to order material from Canada and it was a holiday (Thanksgiving), yet she complains that the job took 2 weeks, never mentions the redo,..which we did for free besides the material costs...they complain 2 months after completion of the job about trowel marks. Trowel marks are in every job we have done the past 7 years. Trowel marks are visible on our samples that they seen at the Pa Home Show, trowel marks are obvious in all of our portfolio picks, trowel marks are visible on the website pics, [redacted],pics and is even mentioned in the signed copy of the contract..we did minimalize them on this particular job, but never said they won't be there....they scratched the floor with their table and chairs, we told [redacted] that we recommend chair sliders, had she listened,the scratches would be avoided . She claims we never told her...they state there is dull spots in the floor, yet when we observed these so called spots the floor was dirty with muddy paw prints from the dog(s)...she told Laura (owner) she only used water to clean the floor, so I suggest using a cleaner...floor was filthy....There were some scratches from the dogs nails.  The dog is extremely excitable, so much so that it needs to be refrained around company.  We have never had a complaint on dog nail scratches and have done several jobs for dog owners....There is obviously heavy abuse on the floor surface that is not caused by faulty product or install error.  This is not covered under warranty, as stated in the signed contract....there were complaints about late starts to the work day..not once w as this true.  We had an hour drive and could not be there til 10 each morning, we told the customer this when starting the job, as we have kids to get to school and day care.  Never started late...not once.  The customer was told to put down a subfloor before we started...work wad shoddy, with areas sticking up a half inch, our product is applied no thicker than a quarter inch.  It is also stated in contract we are not liable for the ori[redacted]l surface.  I offer this resolution...we will clean the floor properly, color the scratches and apply a now 3rd coat of epoxy ....if needed still, will apply sliders on their chairs....

Review: The steps that were refinished were told to be not slippery when wet yet the first winter there were two falls due to how slippy they were. When owner of business was contacted ( which took more than three months) he said he would be back in April to put a topcoat on that was not done to begin with. It is now August and I have repeatedly tried to contact with no resolution. He does not even return my calls or emails.Desired Settlement: Want the topcoat put on before there is another fall.

Business

Response:

Hello,

Review: I contracted with Authentric in April 2012 to apply a decorative concrete finish to my sidewalk and front porch area. This product was promoted as being durable and lasting even in extreme climates and was backed by a 2 year warranty that would be extended every 2 years for an additional 2 years if a sealant was applied every 2 years. I worked directly with the owner, who initially estimated the completion to be sometime in July of 2012. The task was finally completed in October 2012. In November 2012, I noticed that the finish had started to peel in various areas of the sidewalk and porch. I contacted Authentric and understandably it was too late in the season to do anything about it but the owner promised that I would be on the top of the list in the spring. In the spring of 2013, it took several attempts to get a return call from Authentric but finally in May of 2013 the company fixed the sidewalk and porch by sanding the old/bad stuff and re-applying a new finish to the areas that were peeling. At the time of the fix, the owner of Authentric admitted that he suspected the finish used in the initial application was a bad batch. Fast forward to March 2014 and once again the product is beginning to peel. I have attempted to contact Authentric on two occasions(4/5/14 & 4/16/14) leaving voice messages with an explanation of the situation and a request to return my call. To date, I have not received a response from Authentric.Desired Settlement: I would have hoped to receive a call back from Authentric to discuss a plan of action to repair the sidewalk and porch. However, my faith in the product and the customer service provided by Authentric makes me hesitant to do so. The only acceptable repair would be to sand and refinish the entire porch and sidewalk with a fresh batch of product. If that is not possible a refund should be in order so that I can have my porch and sidewalk fixed using another vendor/product. Customer service with this company is very poor and the lack of response is unacceptable.

Business

Response:

I contacted [redacted] on the morning of 4/21.. I said I would resolve the issue April 30th -May 2 nd... I actually called him with no knowledge of this email... Our outdoor season doesn't even start until end of April -beginning of May