CVS Rubber Paving Stones

Quoted $650 to rubber coat stairs. Before completion was told it would be an extra $400 to finish the last bits.I arranged with [redacted] to have a set of stairs coated with their recycled rubber products. He quoted $650. I asked about the front part of the stairs and was told they paint it and can "slop some rubber on to give it a bit of texture". I paid $300 deposit. Within a couple of weeks [redacted] called to say they would have the job done soon.When the job was completed there was no texture to the front of the stairs and the lady who lived there was very upset about it.[redacted] called me the following week and said he can add texture to the front of the stairs, but it would cost an additional $400.[redacted]Desired SettlementRespect the qouted price. Refund the extra money [redacted]Business Response [redacted] we painted the risers (not rubber) the same color at no additional charge. This was completed by us. After it was completed the customer did not like the risers appearance as it was not rubber, so we provided a price to vertically apply rubber to the risers, it was approved by [redacted] so we completed this additional work. [redacted] came in personnally and paid the outstanding amount and did not mention anything. We completed all we agreed on so where is the problem?[redacted]

I purchased approximately 110 2'x2' rubber tiles to construct my deck. I had intended to do composite, however after discussing this option with CVS, they had convinced me I could have a maintenance free deck by using rubber. They provided us with the instructions on how to construct the deck and install the tiles, they also demonstrated how to fit the tiles snugly with overlap. I took my contractor to CVS to ensure he could have all any questions answered. They instructed us to frame the border of the deck in order to provide the rubber a barrier, they told us to lay the rubber out and install them while cool from the outside in, ensuring we left "a good inch" of overlap for the centre tile. We installed exactly as instructed. Earlier this year, when the snow began melting, the tiles began to lift and pop out of place. Once the snow had melted, my contractor came back to cut the tiles to make them less "snug". Once the weather got hot, the tiles lifted again. My contractor cut the tiles again to refit them. They still lifted. I called CVS and they told me we should have installed them on the hottest day ([redacted]). My contractor returned in the heat and cut them again, they still lifted. I then went to CVS to show them pictures of how the tiles were lifting. The owner came out the next day and replaced about half the tiles, he then returned the following weekend and replaced all the tiles as the first batch was defective. My contractor returned to cut the tiles and left gaps between them to prevent the lifting during expansion - CVS said they would pay my contractor to cut them and didn't. The tiles on the perimeter of the deck still lifted. CVS brought the manufacturer out, who suggested nailing down the corners of the tiles. We did that. The tiles are still lifting. I have talked to CVS and requested a refund as the product is not behaving as they led me to believe. They told me "no one wants to give you your money back." I then contacted the manufacturer.Product_Or_Service: 2'x2' Rubber Deck TilesDesired SettlementI have done everything they told me to do and have implemented every "fix" they've suggested and nothing has worked. [redacted] I've spent a lot of money on my deck and am still unable to finish it due to the problems I've had with the rubber. During the last fix we tried, CVS said they would refund me if it didn't work, it didn't work and they still won't give me my money back.Business Response Customer was not solicited by City Vacuum Service Regina to sell her rubber paving tiles for her deck. She came into shop and made the decision to purchase on her own free will. Original purchase was made in Fall of 2013.City Vacuum Service Regina did not manufacture or install this product and never visited location before installation.In addition we made a number of trips to exchange the original product and replaced with all brand new rubber tiles FREE OF CHARGE.In addition we did not charge her any extra for the original rubber Tiles that she or her contractor had cut and were now unsaleable.The manufacturer's representative came to her location and gave suggestions to make her happy. He also mentioned that he seen some possible installation problems to [redacted]. He also confirmed that all rubber tiles were a high quality product FREE FROM ANY DEFECTS in MATERIALS OR WORKMANSHIP.We are under no obligation to refund any money or exchange further product all rubber tiles are a quality product and free from any manufacture's defects. We cannot assume responsibility for where and how the customer wants to install.In addition the amount of time and effort put forth to make her happy was extensive, no charges were made, all in the effort to keep this customer happy.[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did make the decision to purchase the tiles, after CVS told me there was no difference between rubber tiles and composite decking. They provided the details on how to install the tiles on the surface of a deck. They also instructed us to waterproof under the tiles. I also contacted the manufacturer to obtain additional information on building a deck using rubber tiles for the surface.I'm not disputing that CVS has already replaced the tiles, however the tiles they replaced WERE defective and the defect was confirmed by both CVS and the manufacturer, which is why they replaced tiles. The new tiles reacted the same way the old tiles reacted and when the manufacturer came to my house to inspect them, he admitted he was happy to make a two hour drive versus a two day drive in the event that a customer in BC experienced the same problem. The manufacturer NEVER identified any installation problems, in fact, he tried to say the composite decking reacted just like the rubber which is why the composite trim had warped. No other pieces of composite warped except where it was framing the rubber. CVS also made the comment on the exceptional job my contractor did on building the deck and both CVS and the manufacturer wanted pictures of my deck to showcase their product.My contractor was asked by CVS to cut the rubber tiles to put them in place on my deck. [redacted] from CVS also said to "run them through a saw" his son said "no you can't because the rubber melts, you have to use a straight blade". [redacted] then asked if he could pay my contractor to cut the rubber and admitted he was worried he didn't want to "mess up" where the glass and railings would go. He has never paid my contractor for cutting the tiles.The main reason I believe this issue is not resolved, is when CVS brought the manufacturer to my house, to provide "a fix", [redacted] indicated at that time, that if putting nails in the tiles to hold them down still didn't work, they would refund my money. Their "fix" which was just a guess, did NOT work and when I asked for a refund, [redacted] told me "nobody wants to give you your money back".I'm also not disputing the decision to purchase the rubber tiles, my dispute is due to the misrepresentation of the product and it's application that CVS and the manufacturer provided. From the original purchase date, CVS and [redacted] have provided inaccurate [redacted] information on how the rubber tiles can be used, are installed and how they'll react. They have yet to show me a picture of any deck that was constructed in the manner in which they claimed the rubber tiles would be installed.Upon first purchasing the tiles, we were told to create a waterproof surface and install them when they're cool, install them very snug (aprox 1" overlap) and squish them in, the middle tile last. Install a frame so there is resistance on the outer edge and there is no need to fasten them. When that didn't work, they changed their story to installing them when they're as hot as they can be and install them loosely. When that still didn't work, they realized the original batch was defective and replaced them. When they still didn't work, they brought their manufacturer to my house and he told me to nail the tiles to the deck surface. I questioned what the reason was for waterproofing the surface if we're now just going to put holes in the deck and was upset that I now have to fasten every tile. What was the reason for purchasing extra tiles to have an "easy replacement"?? Nailing the tiles didn't work, so the manufacturer told me to put nails in every tile where ever it was lifting. CVS suggested using silicone over the nails to cover them. [redacted]. My claim is based on the misrepresentation of the product by CVS as well as a verbal acknowledgment by both CVS and [redacted] that if their "last fix" didn't work, they would refund me. That refund should also include the $150 CVS owes my contractor for doing what they said they would do.Final Business Response Here is our Final response. City Vacuum Service Regina has been selling the manufacturer's products for over 10 years and fully understand the product.As previously mentioned we have exchanged the product and tried to help the customer on her installation. Never at anytime have we said we build decks or claimed to be expert deck builders. Just like any company are happy to give installation suggestions. Both the manufacturer's representative and I visited the customer and tried to make her happy. At no cost to the customer we replaced all rubber tiles with brand new tiles of the latest design and highest quality manufacture, All transportation to exchange the original tiles was provided FREE of Charge! At no time was a refund offered, the new product is not faulty and we do not guarantee installation as we are a material provider only. No refund will be made as we have went above and beyond our duties as a material supplier. There are numerous ways these can be used on and over a variety of surfaces including wood, concrete, sand, soil. They can lay loose, be nailed, screwed or glued down. The customer will have to determine what method will be best for her application. [redacted]