EncoreGarage/EncoreOrganization

Initial Business Response / [redacted] (1000, 5, 2014/07/12) */ Contact Name and Title: [redacted] Contact Phone: Contact Email: [redacted] @encorespacesolutions.com This situation was very unusualThe customer called to have his basement window within his window well replacedWe explained to him that we stock four "standard" sized windows and that we can bring them out and hopefully fit his wellWe simply pop out his existing window (which by the way is designed to "pop out" all windows in window wells are designed that way), then we pop in our new window and if it fits 100% to his satisfaction, he keeps it, if not we pop his old one back in and he keeps his old oneThe customer failed to tell us that his current window was actually broken and not fitting properly in his well and that he then had a "makeshift" piece of plastic cut and caulked into the window opening in front of the windowWhich I might add is COMPLETELY AGAINST THE LAW AS IT IS AGAINST FIRE CODE!! When our installer arrived on site, he had to remove the plastic to get to the windowIn doing so, the dry and brittle plastic crackedHe then realized the plastic was holding in a faulty windowAs it so happens, our window would not fit his wellHe will need to contact a custom company to remove his metal buck and outfit him for a custom windowI was more than willing to give him a referralMr [redacted] is obviously upset about his window, but the bottom line is the window was never fuctioning properly to begin with and that is why he caulked in a cheap piece of plastic as a band-aid type fixThe situation is the same regardless of the "band aid"I think he is more upset that he is not able to re-use his board up / band aidAnd we are not a board up companyIf he would call the referral I was willing to give him, I am sure they would board it up temporarily for him, while the custom window is being made

Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@encoregarage.com
It was thoroughly explained to customer during the initial consultation that a standard level of slip resistant grit would be built
into the flooring and customer accepted thisCustomer did not want extra slip resistance because they were concerned too much grit would make it difficult to clean and uncomfortable to walk onAfter the floor was completed with a standard level of slip resistance, customer complained that the floor was too slickAt that point customer was informed that the option of adding more slip resistance was available to them and the were presented with the quote for this additional serviceCustomer became unhappy with Encore because they wanted the service to be performed for FREEWhile they so vehemently expressed their concern about the safety of their family, they were not willing to pay anything to have the extra work performedThis tells me they were less concerned about anything having to do with safety and more concerned about receiving additional services performed without having to payWe treated this customer with the is utmost respect and professionalism, but it became obvious they were trying to take advantage of usWhen we would not agree to perform the additional work they requested for FREE, they threatened to post negative reviews and file a complaint with the Revdex.comEncoreGarage has a stellar reputation and we take very seriously negative reviews and Revdex.com complaintsThis customers complaints are unwarranted and unfair because they are requesting costly modifications after the initial service was performed correctly and in accordance with their requestsWe have been responsive to the customer from the start and have told them we are more than willing to make the changes they are requesting, however we are simply not willing to do it for FREEEncoreGarage has installed thousands of high quality garage floor coating systems over the years with no known complaints about slip resistanceIt is important to note that prior to filing negative reviews and complaints,the customer flat out refused to pay for the additional work to be performedBut, in all of the negative reviews and complaint, the customer seems to act is if the cost was never the issueSo then what is the issue? One could argue that if the customer is suddenly willing to pay for the additional work, then they are acknowledging it is not something they should expect for FREEObviously they would not expect another vendor to perform work at not charge, so why would they expect EncoreGarage to perform the work at no charge
We have been more than willing to comply with the customers request to have the additional work performedThe customer has a copy of our quote, so if he would like to move forward he will just need to sign the quote and return it with a check to cover the costOnce we receive everything, we will schedule the work to be performed
Initial Consumer Rebuttal /* (3000, 7, 2014/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see attached PDF
Thank you for reviewing this issue
*** ***
7/7/info from consumer:
I would like to submit a photo of our summer setup of rubber mats as water is still common on the garage floor due to rainIn the winter we added additional rugs at the back and sides to cover all walking paths
The installer continues to claim this is all about money yet we immediately bought mats and rugs, spending over $to keep the floor safeWe have hundreds of dollars of damage to our garage wall and door frame and we are not asking for compensation for these
We were willing to forgo a partial refund if the owner promised to inform future customers of the slick nature of these floors and provide extra aluminum oxide for grit which other installers add at no cost (as evidenced in the OH installer's you tube video)
As the installer refuses to accept responsibility for a process gap in informing us of the slick nature of the flooring, as he will not acknowledge that he had an employee issue during our install with a documented problem employee and as he will not change his processes to inform future customers, we believe the only thing that will encourage him to change his process is an outlay of money in the way of a partial refund
Our partial refund request which should allow us to pay an installer we can trust to fix the floor is more than reasonable given the damages to our garage, the mats and rugs we had to buy, the inconvenience we will endure w/ a 2nd install and now the character defamation he is conducting by implying I don't care about the safety of my family, but rather only care about money
I don not see an option to submit a photo hereI will gladly do so if you would like to see our temporary solutionWhile the mats help, they do not cover the entire surface and they defeat part of the purpose of this flooring which is to provide a protective coating and to improve the aesthetics at the same time
Thank you for your review of this case
Sincerely,
*** ***
Final Business Response /* (4000, 10, 2014/07/08) */
Customer is twisting the facts and has done so from the startFor starters customer was informed about the options for slip resistance by myself as I was the one who came out to provide the on-site quoteNot sure way the customer keeps referring to a former employee of ours who had nothing to do with this project
A slip resistant additive called aluminum oxide was used on this flooring installCustomer was informed at the time of the quote that a slip resistant additive would be used, but that the floor might still be slippery when wet, just like any other wet floorCustomer was given the option to have an increased amount of aluminum oxide added for additional slip resistance, but choose not to do soAdding extra aluminum oxide at the time of install would not have cost the customer any moreCustomer decided not the add extra slip resistance at the time of installLater customer wanted more added, but become belligerent when they were told there would be a charge to do this
In our opinion, customer is trying to strong arm us for FREE servicesWe have held our ground so the customer (as threatened) has resorted to smear tactics through on-line reviews and Revdex.com complaints
EncoreGarage has been in business for years and has a stellar reputationEncoreGarage is a well established business who has won several national awardsEncoreGarage has affiliates in several cities around the USEncoreGarage has thousand of satisfied customers and has received virtually no complaints over the years about any aspect of our businessSo when someone complains this much about a company like ours, you have to think they just might find the real cause of the problem if they just looked in the mirror
Final Consumer Response /* (4200, 12, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The installer is not offering a solution
Please attached PDF and previously submitted documents that show installer is not being fair or honest
Thank you for your assistance with this matter
***

Initial Business Response /* (1000, 5, 2014/04/18) */
Contact Name and Title: *** ***, Owner
Contact Phone:
Contact Email: ***@encoregarage.com
Mr*** contacted Encore with regards to repairs needed to his apronThe apron is the transitional piece of concrete
which bridges between the garage concrete slab and the drivewayAlthough Encore does offer a lifetime warranty on floors it does not ever warranty apron coatingsThe reason being is that the aprons are outside of the garage and are often subject to damage due to snow plows, snow blowers, shovels etcSome customers choose to coat the aprons regardless and others do notMost aprons stay down without a problem and a few may come up due to circumstances beyond our controlWhenever a customer contacts Encore with regards to a repair we are more than happy to always address their concernsThat having been said we have a specific repair policy and forms etc which need to be completed and submitted in full before we can schedule their repairOur written policy is emailed to the customer for them to complete and send inOnce that is in our hands we will schedule the repairRepairs are done once per month and you are typically scheduled for next upcoming repair date once the completed paperwork is receivedMr*** refused to complete the paperworkWe have offered to email or mail it, but he will not allow itMr*** is demanding Encore to go outside of their policy and just come out and do the workWe have communicated countless times to Mr*** as to how the process works and he just refuses to accept it and threatens to call his attorneyBecause it is clearly outlined in our Terms and Conditions that the aprons are not covered under warranty, we are under no obligation to fix the apronWe are however happy to do so once he provides the required paperworkI am attaching those forms to this response should you choose to forward it on to himEncore wishes to work WITH Mr*** and not against himHowever, Encore will only perform work under our specific policy and procedure which we have the right to deem necessary
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We hired Mr*** to work on our garage floor and Mr*** suggested that he could also do the apronsI questioned him in depth as to the product ability to weather rain, snow, etcand he assured me that it wasn't a problemI then questioned him how it would hold up to UV raysHe again assured me that they use another poly that will not allow the UV to change apron colorI also mention that the garage floor has some bubbles and that will start delaminating which is a separate issue not addressed hereI already had static moisture test done on the floor which shows the floor is OKWhen I called Mr*** the first thing he said was the aprons were not under warranteeI asked him, "Since he recommended doing the aprons and assured me that his material would hold up, why does he say no warrantee"? Furthermore, why didn't he tell me that when he suggested doing it? The no warrantee was never stated to me either verbally or in writingShow me where I signed an acknowledgement of no warranteeWe originally had epoxy paint on floor for years with no problemsI tried to talk to Mrs*** which was very difficult because she conducted herself as an argumentative person who would talk over meI mention that paying $up front gives me some concerns because Encore was changing the rules - no warrantee, assuring me that putting the floor epoxy out on the apron would work and hold up to the weather and UVShe told me that they always collect 50% down which isn't true because I didn't do that when I originally ordered the garage floorShe looked at my original contract which showed 50% was not requiredWe went through our paperwork and fortunately found the original contract which is enclosedThe original contract does not show aprons being done as they were done after my discussion with Mr***In an effort to resolve this issue Mrs*** suggested I give them my credit card and they wouldn't process the card until their men came out to grind off the loose and defective epoxy on the apronShe made an appointment with me for their men to come out on Friday the 18th of April Even though I didn't feel that I should pay for something that was under warrantee, I agreed to do it to move this problem alongMy wife called Encore on 4/to see what time they would come out but only received a recordingI called Encore again on 4/and was told they now wanted a signed repair agreementI told them I already sent them a signed agreement (copy enclosed with Visa info crossed off for privacy)They then said they changed their mind about charging my Visa and wouldn't be out on 4/as promisedAgain they broke their promiseIn their response to the Revdex.com complaint, Encore stated that they tried countless times to communicate with us which is not trueEncore never called meIf we pull their phone records we would see that they never called meThey also stated in their response that I refused to complete the required paperwork which is also not trueA copy of the paperwork is enclosed with my Visa info that I providedAlso enclosed is a copy of an attorney letter showing our trying to resolve the matterEncore never calledIf anyone is considering using this company, please feel free to contact me and I would be happy to show the poor work that was doneBe careful of this company!
- They make promises and statements that are not true
- See Repair Agreement - Very amateurish and doesn't have a phone/fax number, email address or even the address of the company
Final Business Response /* (4000, 9, 2014/04/24) */
BELOW ARE MR ***'S STATEMENTS AND MY RESPONSES TO EACH:
We hired Mr*** to work on our garage floor and Mr*** suggested that he could also do the aprons
True, Mr*** was told we could coat the apron, but he was also told that it was generally not recommended because of the constant exposure to the elements
I questioned him in depth as to the product ability to weather rain, snow, etcand he assured me that it wasn't a problem
Not true, we tell all of our customers (and have for our entire years in business) that since the aprons are constantly exposed to the elements they may or may not hold up, and that we do not warrant them to any extent
I then questioned him how it would hold up to UV raysHe again assured me that they use another poly that will not allow the UV to change apron color
I don't recall Mr*** ever asking anything like this, but had he asked he would have been told that we use a clear top coat on the apron that has better UV protection which is necessary because of the constant exposure to sunlightWe always use this formulation on outdoor areas and generally it does a good job of protecting the concrete against prolonged UV exposure
I also mention that the garage floor has some bubbles and that will start delaminating which is a separate issue not addressed hereI already had static moisture test done on the floor which shows the floor is OK
It appears that Mr*** has other issues, if this is the case I would ask that he put in a separate warranty claim for these and we will address them through our standard protocol
When I called Mr*** the first thing he said was the aprons were not under warrantee
True, Mr *** asked and I told him that aprons are never warrantedIt's in our terms & conditions
I asked him, "Since he recommended doing the aprons and assured me that his material would hold up, why does he say no warrantee"?
We never recommended that the apron be coated, Mr*** insisted upon it even when we explained to him that in fact we did not recommend it and never
do for the reasons explained aboveWe will do the aprons if the customer insists but we clearly
let them know our position
Furthermore, why didn't he tell me that when he suggested doing it?
Again, this is not an accurate statement because we never suggested coating the apron
The no warrantee was never stated to me either verbally or in writing
Not true, Mr*** was given a written copy of our warranty prior to contracting with us for the service
Show me where I signed an acknowledgement of no warrantee
You were given a written copy of our warranty stating that the apron is not covered
We originally had epoxy paint on floor for years with no problems
Not sure how this is relevant, but since Mr*** brought it up, I seem to recall the
reason he wanted to have the floor redone was because the painted on product was
failing throughout the floor
I tried to talk to Mrs*** which was very difficult because she conducted herself as an argumentative person who would talk over me
Not true, Mr*** became very combative and threatening on over the phone when it was
explained to him that the apron was not covered under warrantySeveral times he threatened legal action against usUnder what basis I am not sure
I mention that paying $up front gives me some concerns because Encore was changing the rules
This is our standard policy and it was explained to Mr *** over the phone and then a written copy of our repair form stating this policy was email to him
- no warrantee, assuring me that putting the floor epoxy out on the apron would work and hold up to the weather and UVShe told me that they always collect 50% down which isn't true because I didn't do that when I originally ordered the garage floorShe looked at my original contract which showed 50% was not requiredWe went through our paperwork and fortunately found the original contract which is enclosed
We have a very specific policy in place for repair work and Mr*** did not want to
follow it
The original contract does not show aprons being done as they were done after my discussion with Mr***
True, because the aprons were done at the insistence of Mr*** and as I recall we
agreed that we would not even charge him for the workIn other words, we coated the aprons
for free so he really never even contracted for this work to begin with
In an effort to resolve this issue Mrs*** suggested I give them my credit card and they wouldn't process the card until their men came out to grind off the loose and defective epoxy on the apron
It was explained numerous time to Mr*** that we do not except credit cards for repair work
We require payment in advance and this is clearly stated in our repair formPerhaps Mr***
could find another company in the coating business who is willing to repair his apron under his payment terms
She made an appointment with me for their men to come out on Friday the 18th of April
Not true, Mr*** was told numerous time we would not come out until the repair form was completed and payment made in accordance with our policy
Even though I didn't feel that I should pay for something that was under warrantee, I agreed to do it to move this problem along
Not true, first of all the apron is not under warranty as we have never warranted the apronsLets also keep in mind the coating of the apron was provided at no charge to Mr***
My wife called Encore on 4/to see what time they would come out but only received a recordingI called Encore again on 4/and was told they now wanted a signed repair agreement
We have asked for a signed repair agreement and payment according to our policy from the
very first time Mr*** contacted us about this issue
I told them I already sent them a signed agreement (copy enclosed with Visa info crossed off for privacy)They then said they changed their mind about charging my Visa and wouldn't be out on 4/as promisedAgain they broke their promise
Not true at all, we told Mr*** we would not accept a credit card payment for the repair serviceSince the start he has refused to send a check to pay for the service in accordance with our policy
In their response to the Revdex.com complaint, Encore stated that they tried countless times to communicate with us which is not trueEncore never called meIf we pull their phone records we would see that they never called me
We spoke with Mr*** at length about this issue and our policy, but he refused to work within our established policies
They also stated in their response that I refused to complete the required paperwork which is also not trueA copy of the paperwork is enclosed with my Visa info that I provided
This is irrelevant, if Mr*** wants us to service the apron then he will need to complete the repair for and return it with a check to cover the required repair feeWe are happy to assist him
Also enclosed is a copy of an attorney letter showing our trying to resolve the matterEncore never calledIf anyone is considering using this company, please feel free to contact me and I would be happy to show the poor work that was doneBe careful of this company!
Not sure what Mr*** is referring to and don't believe this is relevant to the issues at handAgain, if Mr*** wants us to service the apron then he will need to complete the
repair for and return it with a check to cover the required repair feeWe are happy to assist him
- They make promises and statements that are not true
- See Repair Agreement - Very amateurish and doesn't have a phone/fax number, email address or even the address of the company
We believe statements like this are untrue and show the true character of Mr***
We have been in business of over years and have a stellar reputation throughout the industryWe operate our business with a high level of integrity and a superior level of customer service.Again, if Mr*** wants us to service the apron then he will need to complete the repair for and return it with a check to cover the required repair feeWe are happy to assist him
Final Consumer Response /* (4200, 11, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything in Mr***'s response is untrue which is even more reason to be careful of this companyTo this day I still do not have a warrantee agreementWhy would I send Encore my credit card number if I was not told to do so by Mrs***? If Mr*** was eager to resolve this matter, why did he fail to address the attorney letter that was sent asking him to contact me? For all of the claims that we have made regarding Encore, we have provided documents to validate our statementsAll Encore has done is deny everythingThere's an old saying that if you deny , deny, deny something you think it never happened

Initial Business Response /* (1000, 5, 2014/07/12) */
Contact Name and Title: [redacted]
Contact Phone: 847.844.1300
Contact Email: [redacted]@encorespacesolutions.com
This situation was very unusual. The customer called to have his basement window within his window well replaced. We...

explained to him that we stock four "standard" sized windows and that we can bring them out and hopefully fit his well. We simply pop out his existing window (which by the way is designed to "pop out" all windows in window wells are designed that way), then we pop in our new window and if it fits 100% to his satisfaction, he keeps it, if not we pop his old one back in and he keeps his old one. The customer failed to tell us that his current window was actually broken and not fitting properly in his well and that he then had a "makeshift" piece of plastic cut and caulked into the window opening in front of the window. Which I might add is COMPLETELY AGAINST THE LAW AS IT IS AGAINST FIRE CODE!! When our installer arrived on site, he had to remove the plastic to get to the window. In doing so, the dry and brittle plastic cracked. He then realized the plastic was holding in a faulty window. As it so happens, our window would not fit his well. He will need to contact a custom company to remove his metal buck and outfit him for a custom window. I was more than willing to give him a referral. Mr. [redacted] is obviously upset about his window, but the bottom line is the window was never fuctioning properly to begin with and that is why he caulked in a cheap piece of plastic as a band-aid type fix. The situation is the same regardless of the "band aid". I think he is more upset that he is not able to re-use his board up / band aid. And we are not a board up company. If he would call the referral I was willing to give him, I am sure they would board it up temporarily for him, while the custom window is being made.