Boss Resurfacing

Hi, [redacted] has not worked for the company for over weeks now and according to his past work reports, it shows that he completed the jobThis is an easy fix and we will take care of the situation next weekI am sorry for the breakdown in communication as this is not the way we operateI will send our installation manager out to correct the issue

BOSS Resurfacing has been in business for more than years and we have thousands of very happy and satisfied customersIn fact, we have won awards every year for our customer service and customer satisfactionOur reputation is stellar and the quality our products are second to noneWe
operate our business with the highest integrity and unparalleled ethicsFurthermore, we have thousands of satisfied customers that will, and have, testified to our commitment to our customers and to their overall satisfactionUnfortunately, but certainly understandably, from time to time customers get confused and misunderstand things that are explained in detail to them during the initial sales call, phone calls and correspondences and this case is no differentTherefore, we put everything in writing on our web site as it pertains to the details of our warranty which clearly states and explains in clear detail what is covered as well as what is notWe also have a very comprehensive description pertaining to the terms and conditions on the back of every invoice and or contractor agreementAs it pertains to us moving from our Grapevine location, we relocated our offices to Lewisville as the facility we had in grapevine was not big enough to handle our rate of growthWe simply ran out of room and moved to a bigger facilityWe did not move overnight as the customer stateswe moved over a two-and-a-half-week time period in broad daylight using big moving trucks and trailersNor have we gone out of businessWe have consistently maintained an A+ rating with the Revdex.com which is a very difficult thing to doWe are a growing, thriving business with plans to expand nationwide over the next five yearsThese are the FACTS: In this case, the customer confirms our commitment to customer service as they describe how we addressed their issues every time they called usHowever, the customer’s timelines do not coincide with the actual occurrencesOn this project, we installed our Mega-Crete stamped concrete overlay on the customer’s pool deck and outdoor living areas in (9years ago)After about months or so (in 2009) the sealer began to exhibit random areas of blushing and lightening in colorAfter reviewing the condition at the time, it was determined that this condition was very unusual and was not typical as we performed hundreds of other installations without incidentThe decision was made that even though the sealer itself is not covered by the warranty, this was not a typical condition and to maintain customer satisfaction, we decided to reseal the surface at no charge as we were unsure of the cause of the premature blushingOddly, the same condition kept re-manifesting for two more consecutive years (in and again 2011) at which point, respectively, we resealed the surface each time at no charge to the customerAfter the third occurrence of blushing in 2012, we decided to contact the manufacturer of our sealerIt was suspected by the manufacture of the sealer that there was something obviously not right with the substrate as this is not a typical condition and that none of our other many projects were exhibiting this condition. Based on the visual condition each time, it was determined that there may be a minor hydrostatic condition emitting from the substrate (vapor transmission) which they felt may be causing the blushing as the condition did not and was not directly affecting the condition of the stamped overlayonly the sealer was affectedTherefore, in 2012, (after we had terminated the superintendent on the job), I made the decision to completely strip the sealer from all surfaces and to apply Concrete Solutions “Spray-Top” product at no charge to the customerWe completely stripped the surface, performed a mild acid wash to open the surface pours, applied the Concrete Solutions water based epoxy primer while concurrently broadcasting aluminum oxide grit into the wet primer, and then applied the Spray-Top system as prescribed by Concrete SolutionsThis seemed to work beautifully and corrected the problemThe customer was very appreciative that we stood behind our product and took care of themIt was not until sometime in (4years later) where the customer stated that they were observing some areas where the spray top seemed to be intermittently releasing from the surfaceAs the customer stated, we again went out to review the conditionAs we clearly state in our warranty, we recommend resealing one’s decorative concrete surface every months to maintain the appropriate protection and aid in the longevity of the surfaceIn fact, the warranty is based on the care of the surfaceThis surface had not been maintained or resealed for over yearsAgain, though not required, my customer service rep offered the customer our reseal and maintenance program which helps to protect the surface and also covers minor touchups at no additional charge which would have covered the touching up of these new areasAt this time, the customer refused and demanded that we redo their deck at no charge and they felt that this should be covered under our warranty programThis is simply an unreasonable request based on the customer not reviewing the details of the warranty and what it coversThey state that we are not honoring the lifetime warrantyWe explained to the customer that our warranty covers the “Mega-Crete” Stamped overlay and does not cover coatings and sacrificial sealers which break down over time and require periodic maintenanceAll of which are clearly and in detail described in the warranty posted on our web siteI understand their frustration due to the history on this project and what they feel is rightThis is why we offered our reseal package to them at the discounted rate (which they turned down)In closing: We have addressed this customer’s issues every single time they called usWe even went so far as to cover the initial sealer replacement including the final spray-top application at no additional charge over a 4-year period, even though it is clearly not covered under our warrantyMy offer to extend our reseal program at the discounted rate is still on the table and we will be happy to address their issues but, this is not a warranty issue as the customer is describing as the Mega-Crete system is still performing beautifullyThey just need to simply follow the maintenance guidelines spelled out in the warrantyThis customer is simply not hearing what they want to hear and are therefore, are lashing out by questioning our integrityI do however apologize for their frustrationThat said, I feel that BOSS Resurfacing has gone above and beyond the reasonable effort to rectify the situationRespectfully, *** ***

Complaint: ***
I am rejecting this response because:Complaint: *** I am rejecting this response because: The facts as stated in the owner's response aren't exactly correct. 1) Owner has left out the reason the superintendent was firedWithout going into great detail, the owner admitted to me in a personal phone call that the superintendent did the rework all wrong and was basically putting "bad on bad"Only after we said we would hire an attorney did he return our callThat call was on a Friday evening and he went on for hour and minutes throwing his superintendent under the bus and giving me a lecture on how concrete worksI agreed to remove my complaint ONLY if he came out and redid the jobHe didn't offer thatHe was concerned about getting his business back2) Fathe original contract, there is NOTHING about mentioned about a maintenance agreementThere "limited lifetime warranty" shouldn't need a maintenance plan3) His superintendent on one of his visits said they had issues with only or of their projectsI wasn't the only one as the owner statesI heard every excuse from "it's too hot in Texas for this product" (that was from one of your workers sir), that I use too harsh a fertilizer on my grass, I have a leak under my pool, etcAt no time did they say anything was wrong with their productNow he says that they have "improved" their productThat was supposedly the new sealer done the 3rd time and it was a double coatI have no idea what they put on the last time4) FACT-I was contacted by one of his representatives only after I had made several callsShe said she would have the owner come out to "explain my options"He got e-mails and texts from me which he responded tooHe was always too busy or was training new crewsHe NEVER came out to look or talk with me5) FACT-No, you have NOT addressed every issue with this customerI started calling your office beginning in September, Almost every time I was asked for my addressYou either keep poor records or every request was tossed in the trashIf you had addressed this issue, I wouldn't be answering your response6) FACT-Your concrete issue is NOT performing admirablyYou sent of your workers out to look at it and they both said it was "very, very bad and you needed to be called"You might have been called but you failed to show up7)FACT-I am not lashing out at your integrityYou are the owner of the company and you should take responsibilityYou NEVER called me personally, NEVER offered to come out and look for yourself, NEVER had a maintenance agreement in place at the time this work was done, NEVER asked why the work had to continually be redoneSimply put, if the rework done as simply putting "bad on bad" as you stated yourself, you basically didn't spend any moneyYou act like you went out of your way to satisfy me and now the blame is all on me8) FACT-Your 2nd showroom wasn't much bigger than your firstYour neighboring tenants have a different story about you moving outI personally don't care how or why you moved9) FACT-other companies that are in the same business as yours both agreed that the materials were very cheapI know you dispute this as you talk about all of your awards, etcI've talked to other people who have done stamped contract with other companies and none have had this issue10)FACT-I've contacted your company since September of and was told you would be told immediately, you would contact me, you would come out and discuss my options, etcNow you are laying the blame at my feet because I didn't "maintain" the productYou need to take responsibility yourselfI called on February of this year and was told quite bluntly that you said, "the product is out of warranty and there is nothing we can do"So stringing me along after all that time and having someone give me an answer like that is a lack of integrityWhat else can you call it?My offer to extend our reseal program at the discounted rate is still on the table and we will be happy to address their issues but, this is not a warranty issue as the customer is describing as the Mega-Crete system is still performing beautifullyThey just need to simply follow the maintenance guidelines spelled out in the warrantyNO such offer was ever made! Regards, *** ***
Regards,
*** ***

Hi,*** has not worked for the company for over weeks now and according to his past work reports, it shows that he completed the jobThis is an easy fix and we will take care of the situation next weekI am sorry for the breakdown in communication as this is not the way we operateI will send
our installation manager out to correct the issue

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: The facts as stated in the owner's response aren't exactly correct.? 1) Owner has left out the reason the superintendent was firedWithout going into great detail, the owner admitted to me in a personal phone call that the superintendent did the rework all wrong and was basically putting "bad on bad"Only after we said we would hire an attorney did he return our callThat call was on a Friday evening and he went on for hour and minutes throwing his superintendent under the bus and giving me a lecture on how concrete worksI agreed to remove my complaint ONLY if he came out and redid the jobHe didn't offer thatHe was concerned about getting his business back2) Fathe original contract, there is NOTHING about mentioned about a maintenance agreementThere "limited lifetime warranty" shouldn't need a maintenance plan3) His superintendent on one of his visits said they had issues with only or of their projectsI wasn't the only one as the owner statesI heard every excuse from "it's too hot in Texas for this product" (that was from one of your workers sir), that I use too harsh a fertilizer on my grass, I have a leak under my pool, etcAt no time did they say anything was wrong with their productNow he says that they have "improved" their productThat was supposedly the new sealer done the 3rd time and it was a double coatI have no idea what they put on the last time4) FACT-I was contacted by one of his representatives only after I had made several callsShe said she would have the owner come out to "explain my options"He got e-mails and texts from me which he responded tooHe was always too busy or was training new crewsHe NEVER came out to look or talk with me5) FACT-No, you have NOT addressed every issue with this customerI started calling your office beginning in September, Almost every time I was asked for my addressYou either keep poor records or every request was tossed in the trashIf you had addressed this issue, I wouldn't be answering your response6) FACT-Your concrete issue is NOT performing admirablyYou sent of your workers out to look at it and they both said it was "very, very bad and you needed to be called"You might have been called but you failed to show up7)FACT-I am not lashing out at your integrityYou are the owner of the company and you should take responsibilityYou NEVER called me personally, NEVER offered to come out and look for yourself, NEVER had a maintenance agreement in place at the time this work was done, NEVER asked why the work had to continually be redoneSimply put, if the rework done as simply putting "bad on bad" as you stated yourself, you basically didn't spend any moneyYou act like you went out of your way to satisfy me and now the blame is all on me8) FACT-Your 2nd showroom wasn't much bigger than your firstYour neighboring tenants have a different story about you moving outI personally don't care how or why you moved9) FACT-other companies that are in the same business as yours both agreed that the materials were very cheapI know you dispute this as you talk about all of your awards, etcI've talked to other people who have done stamped contract with other companies and none have had this issue10)FACT-I've contacted your company since September of and was told you would be told immediately, you would contact me, you would come out and discuss my options, etcNow you are laying the blame at my feet because I didn't "maintain" the productYou need to take responsibility yourselfI called on February of this year and was told quite bluntly that you said, "the product is out of warranty and there is nothing we can do"So stringing me along after all that time and having someone give me an answer like that is a lack of integrityWhat else can you call it?My offer to extend our reseal program at the discounted rate is still on the table and we will be happy to address their issues but, this is not a warranty issue as the customer is describing as the Mega-Crete system is still performing beautifullyThey just need to simply follow the maintenance guidelines spelled out in the warrantyNO such offer was ever made! Regards, [redacted]
Regards,
[redacted]

BOSS Resurfacing has been in business for more than 19 years and we have thousands of very happy and satisfied customers. In fact, we have won awards every year for our customer service and customer satisfaction. Our reputation is stellar and the quality our products are second to none. We...

operate our business with the highest integrity and unparalleled ethics. Furthermore, we have thousands of satisfied customers that will, and have, testified to our commitment to our customers and to their overall satisfaction. Unfortunately, but certainly understandably, from time to time customers get confused and misunderstand things that are explained in detail to them during the initial sales call, phone calls and correspondences and this case is no different. Therefore, we put everything in writing on our web site as it pertains to the details of our warranty which clearly states and explains in clear detail what is covered as well as what is not. We also have a very comprehensive description pertaining to the terms and conditions on the back of every invoice and or contractor agreement. As it pertains to us moving from our Grapevine location, we relocated our offices to Lewisville as the facility we had in grapevine was not big enough to handle our rate of growth. We simply ran out of room and moved to a bigger facility. We did not move overnight as the customer states. we moved over a two-and-a-half-week time period in broad daylight using big moving trucks and trailers. Nor have we gone out of business. We have consistently maintained an A+ rating with the Revdex.com which is a very difficult thing to do. We are a growing, thriving business with plans to expand nationwide over the next five years. These are the FACTS: In this case, the customer confirms our commitment to customer service as they describe how we addressed their issues every time they called us. However, the customer’s timelines do not coincide with the actual occurrences. On this project, we installed our Mega-Crete stamped concrete overlay on the customer’s pool deck and outdoor living areas in 2008 (9years ago). After about 9 months or so (in 2009) the sealer began to exhibit random areas of blushing and lightening in color. After reviewing the condition at the time, it was determined that this condition was very unusual and was not typical as we performed hundreds of other installations without incident. The decision was made that even though the sealer itself is not covered by the warranty, this was not a typical condition and to maintain customer satisfaction, we decided to reseal the surface at no charge as we were unsure of the cause of the premature blushing. Oddly, the same condition kept re-manifesting for two more consecutive years (in 2010 and again 2011) at which point, respectively, we resealed the surface each time at no charge to the customer. After the third occurrence of blushing in 2012, we decided to contact the manufacturer of our sealer. It was suspected by the manufacture of the sealer that there was something obviously not right with the substrate as this is not a typical condition and that none of our other many projects were exhibiting this condition.  Based on the visual condition each time, it was determined that there may be a minor hydrostatic condition emitting from the substrate (vapor transmission) which they felt may be causing the blushing as the condition did not and was not directly affecting the condition of the stamped overlay... only the sealer was affected. Therefore, in 2012, (after we had terminated the superintendent on the job), I made the decision to completely strip the sealer from all surfaces and to apply Concrete Solutions “Spray-Top” product at no charge to the customer. We completely stripped the surface, performed a mild acid wash to open the surface pours, applied the Concrete Solutions water based epoxy primer while concurrently broadcasting aluminum oxide grit into the wet primer, and then applied the Spray-Top system as prescribed by Concrete Solutions. This seemed to work beautifully and corrected the problem. The customer was very appreciative that we stood behind our product and took care of them. It was not until sometime in 2016 (4years later) where the customer stated that they were observing some areas where the spray top seemed to be intermittently releasing from the surface. As the customer stated, we again went out to review the condition. As we clearly state in our warranty, we recommend resealing one’s decorative concrete surface every 24 months to maintain the appropriate protection and aid in the longevity of the surface. In fact, the warranty is based on the care of the surface. This surface had not been maintained or resealed for over 4 years. Again, though not required, my customer service rep offered the customer our reseal and maintenance program which helps to protect the surface and also covers minor touchups at no additional charge which would have covered the touching up of these new areas. At this time, the customer refused and demanded that we redo their deck at no charge and they felt that this should be covered under our warranty program. This is simply an unreasonable request based on the customer not reviewing the details of the warranty and what it covers. They state that we are not honoring the lifetime warranty... We explained to the customer that our warranty covers the “Mega-Crete” Stamped overlay and does not cover coatings and sacrificial sealers which break down over time and require periodic maintenance. All of which are clearly and in detail described in the warranty posted on our web site. I understand their frustration due to the history on this project and what they feel is right. This is why we offered our reseal package to them at the discounted rate (which they turned down). In closing: We have addressed this customer’s issues every single time they called us. We even went so far as to cover the initial sealer replacement including the final spray-top application at no additional charge over a 4-year period, even though it is clearly not covered under our warranty. My offer to extend our reseal program at the discounted rate is still on the table and we will be happy to address their issues but, this is not a warranty issue as the customer is describing as the Mega-Crete system is still performing beautifully. They just need to simply follow the maintenance guidelines spelled out in the warranty. This customer is simply not hearing what they want to hear and are therefore, are lashing out by questioning our integrity. I do however apologize for their frustration. That said, I feel that BOSS Resurfacing has gone above and beyond the reasonable effort to rectify the situation. Respectfully, [redacted]

Hi,[redacted] has not worked for the company for over 5 weeks now and according to his past work reports, it shows that he completed the job. This is an easy fix and we will take care of the situation next week. I am sorry for the breakdown in communication as this is not the way we operate. I will send...

our installation manager out to correct the issue.