Carolina Carports, Inc

I am rejecting this response because: There are no dates on this as to when Americoat responded.  What is "tomorrow".  If they sent this reply to you any earlier than 10/5, they missed their commitment.  It would help if these things were dated

From: Maria Bompiani [mailto:[email protected]] Sent: Monday, April 25, 2016 5:16 PMTo: 'Catherine McLaughlin'Subject: AmeriCoat Agreement to ArbitrateCatherine,I have attached AmeriCoat’s agreement to arbitrate for case # 11142019.  Please let me know if you need any other information.Thank you,Maria BompianiMaria BompianiDirector of Residential OperationsAmeriCoat Asphalt & Concrete

AmeriCoat does stand behind the quality and workmanship of
our product.  We can either reduce the
total cost of the invoice to $100, or we can reseal 1 coat of asphalt driveway
sealer on the drive in the spring of 2016 at no additional charge to the customer.  If the customer chooses...

the repair coat
option, the balance of $152.10 will need to be paid.

Thanks for responding, but I am not happy with it.
where it said( Our sales manager, called the complainant to let her know that it would be a couple of weeks before we were out to look at the driveway and that the driveway was out of warranty).
NO BODY NEVER EVER SAID THAT MY DRIVEWAY WAS OUT OF WARRANTY. Around mid September Mike left me a massage and he said ( He knows that I called couple times and he said we will see what we can do. He left his cell phone number if I need to call him, and he said he will get back to me with the next couple of days ). Never said a word about the Warranty. After few days I called him back to check, he said that he is in a meeting and he will call me, but he never call me back.
Among my calls, I was able to get a hold of Den ( who I was told many times, Den will give you a call because he is out of the office now ). Anyway, the one time I was able to get a hold of Den, he said that he did stop by and took a look of my driveway, and someone will be out there to take care of it, but he could not give a date or time, and I told him it is October, as long as it will get done before winter. Never said anything about the warranty, and nobody came.
Finally, I got a massage from Kristian. I called her, she knows my story very well as I told everybody about it each time a called for weeks. She said, we will schedule somebody to come out to put extra extra extra coat of a certain martial. ( I can not remember the name of it ), to fix the cracks. I was glad to hear that.
Monday the 19th, after work I came back home my driveway was sealed, ( do not know why ), I still can see the cracks. I thought I was suppose to get ( extra extra extra coat of a certain martial for the cracks only), as Kristian told me. I called her and I said they sealed my driveway and the cracks still there. She said send me pictures on my cell phone. I did, then I call again to make sure she got them. She said( it is getting late I will have to leave the office to pick up my daughter, and I will look at them and will call you later ). She never call again.
I do not have any documents to support my situation, because it was all by phone.
Your response ended the story.
I will just have to say LORD HAVE MERCY.

One of our managers spoke with the complainant's husband
after the service was completed.
AmeriCoat has GPS units in every vehicle. This data is analyzed every day to ensure all
coats have been completed. The
complainant's husband was satisfied with the work
after speaking with the sales
manager. We were not aware of any
further issues with the service until the complainant filed a complaint with
the Revdex.com. AmeriCoat guarantees the
quality of our materials and workmanship.
We have scheduled a supervisor to assess the application. Customer satisfaction is extremely important
to us. We stand behind the quality of
our work and will take appropriate actions to rectify substandard workmanship
or material issues. After a supervisor
has assessed the application, AmeriCoat will contact the complainant to discuss
the results and determine a course of action if one is necessary

AmeriCoat was not aware that this customer had any issues
with the service until we were contacted by the Revdex.com AmeriCoat offers to apply two applications of
crack sealer and one coat of sealer at no additional charge to the customer, or AmeriCoat can
waive
the fee for the Coat application already applied to the driveway

AmeriCoat sincerely apologizes for not resolving these issues in a timely manner.  If the day is convenient for the customer, we would like to come out on Monday, September 12 to repair the driveway.  Once that service is complete, we will be out to clean the sealer from the concrete and...

garage door.  We have tentatively scheduled the driveway repair for September 12; however, we will wait for confirmation from the customer before performing the service on that day.

A manager assessed the driveway in January of 2016 and spoke with the complainant regarding the condition of her driveway.  The areas of concern are caused by ground water seeping up from under the driveway, which causes moisture to become trapped between layers of sealer, causing the bonds between the layers to break down. Once the bonds have been broken, the sealer is no longer able to adhere to the asphalt in those areas, leading to peeling of the sealer layers.  Sealcoating can neither cause, nor prevent this issue from occurring.  No sealcoating repairs are being offered as this is not an issue with the quality or workmanship of the sealcoating.  AmeriCoat will be happy to provide the customer an estimate for a permanent repair of the area in question.

An appointment was scheduled with the complainant for December
11, 2015. On that date, two managers
were at the complainant's property and performed the repairs necessary to
remove the sealer splatter from the affected areas. Upon completion of the repair, AmeriCoat
verified with the complainant that he was satisfied with the results. The balance of the complainant's account has been reduced to zero as well

I dont need a free coat. I need to know how and why they treated their customers this way.  I would like an explanation on how they think it is okay to lie to their customers and why they did not want to resolve the issue when they had the chance. I would like to speak with someone who is above the managers such as a director or owner.  Their website claims 100% satisfaction guaranteed but they dont fulfill that. Everyone of my complaints I have requested to speak with someone higher than a manager and yet I still have not. I also did not receive the email stating that they had replied the first time.

AmeriCoat apologizes for not being able to complete the service as requested by the customer.  We did reduce the balance owed to zero for the one coat applied to the driveway.  AmeriCoat has addressed the internal communication issues to prevent this from happening in the future.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Unfortunately, there is occasion where one of our employees
makes an error when performing a service.
AmeriCoat stands behind our work and will rectify any issue caused by
failed materials or workmanship. We
offer the following three resolution options to the
customer:
AmeriCoat will paint the entire garage with a color of the
customer's choiceThe customer can provide three estimates for painting of the
garage. AmeriCoat will then choose the
vendor to be used to paint the garageAmeriCoat will refund the customer the amount paid for the
sealcoating services rendered in lieu of any repair work to be performed at the
customer's property

For asphalt sealcoating services, the only equipment used to prepare a driveway is a backpack blower and a string trimmer to trim the grass along the edges.  When the crew arrived at this customer’s property, they notified the office that the condition of the drive was too poor for...

sealcoating.  The bottom portion of the drive had deteriorated due to lack of maintenance and no longer has a solid base of asphalt necessary for the adhesion of sealer.   A message was left for the customer at that time to discuss estimates for possible paving work.  AmeriCoat did not perform any services on this driveway.  We will be happy to provide the customer an estimate for a hot patch at the bottom of the driveway or a complete replacement of the driveway.

This was the first notification that I have received. I did not receive a phone call that I requested nor an email. The only email I received was that you were closing the complaint. This is unacceptable and needs to be addressed immediately.  The business did not address any of my concerns and is merely giving me a unapologetic apology.  I expect this to be re-opened and handled more professionally.  I would like to speak with someone higher than the managers such as a director or owner. [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and accept the offer to waive the charges.
Regards,
[redacted]