Concrete Transformation Solutions, LLC

Complaint: [redacted] I am rejecting this response because: We selected the flooring on the front of the brochure [redacted] wrote the contract to provide a floor that looked like the one we selectedAlthough we saw the floor during some of the installation we were expecting a final product like the brochure and the sample board we were shownWe are not familiar with the means to the end, only what finish we selected [redacted] did not say at anytime that the finish would not be a glassy look, however, that is not the pointThe point is that the finished product was not in accordance with the contract, which specified light texture, a uniform appearance and would be done in four daysThe floor is roughly textured, and the texture and appearance is not uniform anywhere CTS may have applied the material that would have resulted in the expected finish, however, it was not applied in such a way that did result in the look we were expecting We were also told that all of the molding would be removed prior to the installation and that I would have to replace it on my ownOnly the quarter round was removedThe flooring material does not extend to the walls and looks badThe whole floor looks bad from any angle and any in lightingThere are glossy patches and dull patchesIt looks like someone turned on a hose and there are wet puddles and dry spots everywhereI have a lot of other pictures and documents with greater detail showing the extreme differences in texture uniformity and roughness There is no way that we, or anyone else could want this floor in their home, and we have had a lot of other people in to look at itWe all like the color, but nothing else with the floor CTS is in breach of contract on three pointWe still require our funds returned so we can have CTS's work removed and our floors done correctly Regards, [redacted] ***

To Whom It Concerns, I deeply regret that the customer is dissatisfied with the product. The product installed is indeed the product that the customer purchased. There was no implied or expressed communication that the product would appear as anything other than it is. During contract signing... the colors and type of sealer were discussed. In fact, the customer was given and upgraded sealer at no up charge at the time of signing. It was also told to the customer that the finish would be textured with a High Gloss finish but would not be a “Glass” finish. During installation of skim coat, (7/13/16) the customer was told that the texture would be “knocked down” to remove high spots and edges with a rubbing stone. This process was done on the day before applying color to the floor. On this day it was again re-iterated that the sealer would be high gloss but not glass look. On the day of Sealer (7/15/16), the customer was asked to meet to approve the floor before my company applied sealer. When my company arrived that morning, we noticed a few spots of color that we felt were in need of touch up because they were lighter than the rest of the floor. We proceeded to touch those spots up. When the customer arrived, we explained the touch ups that were done and I wet a small area down with water so that the customer could get an idea on how the sealer would darken the color of the floor. At this point seeing the color and texture of the floor, the customer, in front of my worker, approved the floor for sealer. We then prepped the floor for the sealer and applied 2 coats of the specified sealer to the floor. Due to the floor be completed late at night on a Friday (7/15/16) there was some time between completion and next communication with the customer. On Sunday (7/17/16) I received a series of emails from the customer stating they were unhappy with the floor. The first stated that they didn’t like the texture and that the sealer was patchy. The second, stated the color was good that they felt it just needed a couple coats of sealer. Then the third stated that they did a “Stop Payment” on the final check and that they didn’t like the bathroom at all. All these emails were written on Saturday before I could communicate back to the customer. I reached out to the customer on Sunday and expressed my regrets that they were happy and made arrangements to come out again to speak with them and look at their issues. I setup an appointment with them at their earliest convenience. When I met with them on the afternoon of 7/18/16, I spoke with them and looked at their issues. The issue they had with the patchy sealer was right in front of a large picture window. I explained to them that I felt with this glossy sealer, the light can give off different affects depending on the angles. I took some pictures. I communicated to the customer that I would send the pictures to my manufacture’s experts and get their opinion and options of what can be done. I also communicated to the customer that I would put another coat of sealer on the floor of the entire house at no cost to them. As for the bathroom, I explained to the customer that due to the extreme difference in lighting, the bathroom was much brighter than the rest of the house, that the colors would appear much bolder in that room. The customer still expressed dis-satisfaction. I agreed to re-do the bathroom at no cost to the customer. I setup a time for Thursday 7/21/16 at 9am to come out and re-do that room. After speaking with the customer about resolutions, I then explained to them that I am a very small company that operates on a “Thread-Budget”. In order for me to get the product for these repairs I would need the funds that they put a stop payment on over the weekend. The customer then wrote another check for the final payment. I showed up on Thursday 7/21/16 at 9am as agreed upon to start the re-do of the bathroom. I then proceeded to grind down the new floor and apply a new skim coat to the room. During that time I also discussed with the customer what the manufacturers had said about the floor. The information they relayed was the same as I said about the lighting and the high gloss sealer. The only option at this time would be to add another coat of sealer, which I had already agreed to do for the customer. I then scheduled with the customer to come back the next morning (7/22/16) to apply color to the new bathroom floor. Later that day, the customer called me back and said that his wife didn’t want me back unless he was there. So I reschedule with him to be there on Saturday morning (7/23/16) at 9am. When I arrived that morning the customer then says that they are totally unhappy with the floor and starts pointing out little debris that they found in the floor. - There was what seemed to be a couple of small pieces of concrete up against a wall that looked to have been pulled out of the drywall when I was putting on the last coat of sealer. I must have not seen it get pulled out. Whenever baseboards or carpet is removed there is always a lot of debris that comes out of the walls. All precautions can be taken and sometimes a piece or two will still come out. If I had seen it come out I would have removed it as I was rolling out the sealer. - As far as a wood chip goes, it was really a splinter of something that couldn’t be identified that somehow got into the last coat of sealer. - The small blade of grass could never be found to show me. Not denying it was there, just never saw it. As for these two items, I always sweep and vacuum the floors before applying sealer. I also wear socks on the floor while applying the sealer, not sure how this happened. - The animal vitamin that is mentioned was up under the dishwasher that was left in place. Due to it still being there I can only assume it was lodged between the dishwasher and the original floor, because the entire area was swept and vacuumed before applying the skim coat. At this time the customer asked me to leave. They would not let me finish the re-do on the bathroom or address the small debris that was just pointed out to me. In conclusion, I never once implied or expressed that the floor would be like the picture in the pamphlet. In reality, I specifically said many times that the finished floor would have texture, a high gloss, but would not be a glass finish. Before applying the sealer, the customer approved the floor. I stand by my work. I installed the product the customer paid for plus the upgraded sealer. I take customer satisfaction very important and because this customer was not happy, I offered to re-do the bathroom and apply another coat of sealer across the entire surface at no cost. As far as the debris, I could have remedied that by removing it from the sealer and then applying the new coat as I offered.

Complaint: [redacted] I am rejecting this response because: We selected the flooring on the front of the brochure [redacted] wrote the contract to provide a floor that looked like the one we selectedAlthough we saw the floor during some of the installation we were expecting a final product like the brochure and the sample board we were shownWe are not familiar with the means to the end, only what finish we selected[redacted] did not say at anytime that the finish would not be a glassy look, however, that is not the pointThe point is that the finished product was not in accordance with the contract, which specified light texture, a uniform appearance and would be done in four daysThe floor is roughly textured, and the texture and appearance is not uniform anywhereCTS may have applied the material that would have resulted in the expected finish, however, it was not applied in such a way that did result in the look we were expectingWe were also told that all of the molding would be removed prior to the installation and that I would have to replace it on my ownOnly the quarter round was removedThe flooring material does not extend to the walls and looks badThe whole floor looks bad from any angle and any in lightingThere are glossy patches and dull patchesIt looks like someone turned on a hose and there are wet puddles and dry spots everywhere.I have a lot of other pictures and documents with greater detail showing the extreme differences in texture uniformity and roughness There is no way that we, or anyone else could want this floor in their home, and we have had a lot of other people in to look at itWe all like the color, but nothing else with the floorCTS is in breach of contract on three pointWe still require our funds returned so we can have CTS's work removed and our floors done correctlyRegards, [redacted] ***

To Whom It Concerns, I deeply regret that the customer is dissatisfied with the productThe product installed is indeed the product that the customer purchasedThere was no implied or expressed communication that the product would appear as anything other than it isDuring
contract signing the colors and type of sealer were discussedIn fact, the customer was given and upgraded sealer at no up charge at the time of signingIt was also told to the customer that the finish would be textured with a High Gloss finish but would not be a “Glass” finishDuring installation of skim coat, (7/13/16) the customer was told that the texture would be “knocked down” to remove high spots and edges with a rubbing stoneThis process was done on the day before applying color to the floorOn this day it was again re-iterated that the sealer would be high gloss but not glass lookOn the day of Sealer (7/15/16), the customer was asked to meet to approve the floor before my company applied sealerWhen my company arrived that morning, we noticed a few spots of color that we felt were in need of touch up because they were lighter than the rest of the floorWe proceeded to touch those spots upWhen the customer arrived, we explained the touch ups that were done and I wet a small area down with water so that the customer could get an idea on how the sealer would darken the color of the floorAt this point seeing the color and texture of the floor, the customer, in front of my worker, approved the floor for sealerWe then prepped the floor for the sealer and applied coats of the specified sealer to the floorDue to the floor be completed late at night on a Friday (7/15/16) there was some time between completion and next communication with the customerOn Sunday (7/17/16) I received a series of emails from the customer stating they were unhappy with the floorThe first stated that they didn’t like the texture and that the sealer was patchyThe second, stated the color was good that they felt it just needed a couple coats of sealerThen the third stated that they did a “Stop Payment” on the final check and that they didn’t like the bathroom at allAll these emails were written on Saturday before I could communicate back to the customerI reached out to the customer on Sunday and expressed my regrets that they were happy and made arrangements to come out again to speak with them and look at their issuesI setup an appointment with them at their earliest convenienceWhen I met with them on the afternoon of 7/18/16, I spoke with them and looked at their issuesThe issue they had with the patchy sealer was right in front of a large picture windowI explained to them that I felt with this glossy sealer, the light can give off different affects depending on the anglesI took some picturesI communicated to the customer that I would send the pictures to my manufacture’s experts and get their opinion and options of what can be doneI also communicated to the customer that I would put another coat of sealer on the floor of the entire house at no cost to themAs for the bathroom, I explained to the customer that due to the extreme difference in lighting, the bathroom was much brighter than the rest of the house, that the colors would appear much bolder in that roomThe customer still expressed dis-satisfactionI agreed to the bathroom at no cost to the customerI setup a time for Thursday 7/21/at 9am to come out and that roomAfter speaking with the customer about resolutions, I then explained to them that I am a very small company that operates on a “Thread-Budget”In order for me to get the product for these repairs I would need the funds that they put a stop payment on over the weekendThe customer then wrote another check for the final paymentI showed up on Thursday 7/21/at 9am as agreed upon to start the of the bathroomI then proceeded to grind down the new floor and apply a new skim coat to the roomDuring that time I also discussed with the customer what the manufacturers had said about the floorThe information they relayed was the same as I said about the lighting and the high gloss sealerThe only option at this time would be to add another coat of sealer, which I had already agreed to do for the customerI then scheduled with the customer to come back the next morning (7/22/16) to apply color to the new bathroom floorLater that day, the customer called me back and said that his wife didn’t want me back unless he was thereSo I reschedule with him to be there on Saturday morning (7/23/16) at 9amWhen I arrived that morning the customer then says that they are totally unhappy with the floor and starts pointing out little debris that they found in the floor- There was what seemed to be a couple of small pieces of concrete up against a wall that looked to have been pulled out of the drywall when I was putting on the last coat of sealerI must have not seen it get pulled outWhenever baseboards or carpet is removed there is always a lot of debris that comes out of the wallsAll precautions can be taken and sometimes a piece or two will still come outIf I had seen it come out I would have removed it as I was rolling out the sealer- As far as a wood chip goes, it was really a splinter of something that couldn’t be identified that somehow got into the last coat of sealer- The small blade of grass could never be found to show meNot denying it was there, just never saw itAs for these two items, I always sweep and vacuum the floors before applying sealerI also wear socks on the floor while applying the sealer, not sure how this happened- The animal vitamin that is mentioned was up under the dishwasher that was left in placeDue to it still being there I can only assume it was lodged between the dishwasher and the original floor, because the entire area was swept and vacuumed before applying the skim coatAt this time the customer asked me to leaveThey would not let me finish the on the bathroom or address the small debris that was just pointed out to meIn conclusion, I never once implied or expressed that the floor would be like the picture in the pamphletIn reality, I specifically said many times that the finished floor would have texture, a high gloss, but would not be a glass finishBefore applying the sealer, the customer approved the floorI stand by my workI installed the product the customer paid for plus the upgraded sealerI take customer satisfaction very important and because this customer was not happy, I offered to the bathroom and apply another coat of sealer across the entire surface at no costAs far as the debris, I could have remedied that by removing it from the sealer and then applying the new coat as I offered

Complaint: [redacted]
I am rejecting this response because: We selected the flooring on the front of the brochure. [redacted] wrote the contract to provide a floor that looked like the one we selected. Although we saw the floor during some of the installation we were expecting a final product like the brochure and the sample board we were shown. We are not familiar with the means to the end, only what finish we selected.[redacted] did not say at anytime that the finish would not be a glassy look, however, that is not the point. The point is that the finished product was not in accordance with the contract, which specified light texture, a uniform appearance and would be done in four days. The floor is roughly textured, and the texture and appearance is not uniform anywhere. CTS may have applied the material that would have resulted in the expected finish, however, it was not applied in such a way that did result in the look we were expecting. We were also told that all of the molding would be removed prior to the installation and that I would have to replace it on my own. Only the quarter round was removed. The flooring material does not extend to the walls and looks bad. The whole floor looks bad from any angle and any in lighting. There are glossy patches and dull patches. It looks like someone turned on a hose and there are wet puddles and dry spots everywhere.I have a lot of other pictures and documents with greater detail showing the extreme differences in texture uniformity and roughness.   There is no way that we, or anyone else could want this floor in their home, and we have had a lot of other people in to look at it. We all like the color, but nothing else with the floor. CTS is in breach of contract on three point. We still require our funds returned so we can have CTS's work removed and our floors done correctly. Regards,
[redacted]

To Whom It Concerns,   I deeply regret that the customer is dissatisfied with the product. The product installed is indeed the product that the customer purchased. There was no implied or expressed communication that the product would appear as anything other than it is. During contract signing...

the colors and type of sealer were discussed. In fact, the customer was given and upgraded sealer at no up charge at the time of signing. It was also told to the customer that the finish would be textured with a High Gloss finish but would not be a “Glass” finish. During installation of skim coat, (7/13/16) the customer was told that the texture would be “knocked down” to remove high spots and edges with a rubbing stone. This process was done on the day before applying color to the floor. On this day it was again re-iterated that the sealer would be high gloss but not glass look. On the day of Sealer (7/15/16), the customer was asked to meet to approve the floor before my company applied sealer. When my company arrived that morning, we noticed a few spots of color that we felt were in need of touch up because they were lighter than the rest of the floor. We proceeded to touch those spots up. When the customer arrived, we explained the touch ups that were done and I wet a small area down with water so that the customer could get an idea on how the sealer would darken the color of the floor. At this point seeing the color and texture of the floor, the customer, in front of my worker, approved the floor for sealer. We then prepped the floor for the sealer and applied 2 coats of the specified sealer to the floor. Due to the floor be completed late at night on a Friday (7/15/16) there was some time between completion and next communication with the customer. On Sunday (7/17/16) I received a series of emails from the customer stating they were unhappy with the floor. The first stated that they didn’t like the texture and that the sealer was patchy. The second, stated the color was good that they felt it just needed a couple coats of sealer. Then the third stated that they did a “Stop Payment” on the final check and that they didn’t like the bathroom at all. All these emails were written on Saturday before I could communicate back to the customer. I reached out to the customer on Sunday and expressed my regrets that they were happy and made arrangements to come out again to speak with them and look at their issues. I setup an appointment with them at their earliest convenience. When I met with them on the afternoon of 7/18/16, I spoke with them and looked at their issues. The issue they had with the patchy sealer was right in front of a large picture window. I explained to them that I felt with this glossy sealer, the light can give off different affects depending on the angles. I took some pictures. I communicated to the customer that I would send the pictures to my manufacture’s experts and get their opinion and options of what can be done. I also communicated to the customer that I would put another coat of sealer on the floor of the entire house at no cost to them. As for the bathroom, I explained to the customer that due to the extreme difference in lighting, the bathroom was much brighter than the rest of the house, that the colors would appear much bolder in that room. The customer still expressed dis-satisfaction. I agreed to re-do the bathroom at no cost to the customer. I setup a time for Thursday 7/21/16 at 9am to come out and re-do that room. After speaking with the customer about resolutions, I then explained to them that I am a very small company that operates on a “Thread-Budget”. In order for me to get the product for these repairs I would need the funds that they put a stop payment on over the weekend. The customer then wrote another check for the final payment. I showed up on Thursday 7/21/16 at 9am as agreed upon to start the re-do of the bathroom. I then proceeded to grind down the new floor and apply a new skim coat to the room. During that time I also discussed with the customer what the manufacturers had said about the floor. The information they relayed was the same as I said about the lighting and the high gloss sealer. The only option at this time would be to add another coat of sealer, which I had already agreed to do for the customer. I then scheduled with the customer to come back the next morning (7/22/16) to apply color to the new bathroom floor. Later that day, the customer called me back and said that his wife didn’t want me back unless he was there. So I reschedule with him to be there on Saturday morning (7/23/16) at 9am. When I arrived that morning the customer then says that they are totally unhappy with the floor and starts pointing out little debris that they found in the floor. -        There was what seemed to be a couple of small pieces of concrete up against a wall that looked to have been pulled out of the drywall when I was putting on the last coat of sealer. I must have not seen it get pulled out. Whenever baseboards or carpet is removed there is always a lot of debris that comes out of the walls. All precautions can be taken and sometimes a piece or two will still come out. If I had seen it come out I would have removed it as I was rolling out the sealer. -        As far as a wood chip goes, it was really a splinter of something that couldn’t be identified that somehow got into the last coat of sealer. -        The small blade of grass could never be found to show me. Not denying it was there, just never saw it. As for these two items, I always sweep and vacuum the floors before applying sealer. I also wear socks on the floor while applying the sealer, not sure how this happened. -        The animal vitamin that is mentioned was up under the dishwasher that was left in place. Due to it still being there I can only assume it was lodged between the dishwasher and the original floor, because the entire area was swept and vacuumed before applying the skim coat. At this time the customer asked me to leave. They would not let me finish the re-do on the bathroom or address the small debris that was just pointed out to me. In conclusion, I never once implied or expressed that the floor would be like the picture in the pamphlet. In reality, I specifically said many times that the finished floor would have texture, a high gloss, but would not be a glass finish. Before applying the sealer, the customer approved the floor. I stand by my work. I installed the product the customer paid for plus the upgraded sealer. I take customer satisfaction very important and because this customer was not happy, I offered to re-do the bathroom and apply another coat of sealer across the entire surface at no cost. As far as the debris, I could have remedied that by removing it from the sealer and then applying the new coat as I offered.

Complaint: [redacted]
I am rejecting this response because: We selected the flooring on the front of the brochure. [redacted] wrote the contract to provide a floor that looked like the one we selected. Although we saw the floor during some of the installation we were expecting a final product like the brochure and the sample board we were shown. We are not familiar with the means to the end, only what finish we selected.
[redacted] did not say at anytime that the finish would not be a glassy look, however, that is not the point. The point is that the finished product was not in accordance with the contract, which specified light texture, a uniform appearance and would be done in four days. The floor is roughly textured, and the texture and appearance is not uniform anywhere. 
CTS may have applied the material that would have resulted in the expected finish, however, it was not applied in such a way that did result in the look we were expecting.
 
We were also told that all of the molding would be removed prior to the installation and that I would have to replace it on my own. Only the quarter round was removed. The flooring material does not extend to the walls and looks bad. The whole floor looks bad from any angle and any in lighting. There are glossy patches and dull patches. It looks like someone turned on a hose and there are wet puddles and dry spots everywhere.
I have a lot of other pictures and documents with greater detail showing the extreme differences in texture uniformity and roughness. 
 
There is no way that we, or anyone else could want this floor in their home, and we have had a lot of other people in to look at it. We all like the color, but nothing else with the floor.
 
CTS is in breach of contract on three point. We still require our funds returned so we can have CTS's work removed and our floors done correctly.
 
Regards,
[redacted]