EverStone of Southwestern PA, LLC

Hello [redacted] – we are responding to complaint # [redacted] ; [redacted] is an EverStone customer who had a job installed in by the previous owners of EverStone of SWPA We are the new owners of EverStone of SWPA (Michael A [redacted] and Brien M***) and we continue to service prior customers that may be in need of repairs, topcoats or additional work The situation with [redacted] was from the previous installation and we have records that the former owners made multiple trips for repairs and topcoats prior to us owning the business [redacted] stated that she was verbally told by [redacted] (the former owner) that the top coating would only be needed every 4-years when it clearly states on the back of the contract that exterior applications require new top coats every 1-years, and that full sun exterior areas require yearly topcoats The customer picked the color spice for her application and this is the darkest stone color that EverStone offers and we do not recommend any dark colored stones for full sun exterior applications There was a repair needed on the end of her sidewalk due to the driveway lifting because of winter weather As the new owners, the first work that we did for [redacted] was to repair the end of her sidewalk and to try to correct the hazing of the top coat We formed and installed new spice stone at the end of her sidewalk, scrubbed her entire sidewalk and front porch area and also applied our most heavy duty top coat product available We told [redacted] that this was the best solution to her problem but in no way told her that it would last more than year due to the sun exposure and the fact that it is an exterior application on such a dark stone [redacted] then informed Mike that it hazed again and that she would either like refunded for the job completely or for it to be completely redone Mike told [redacted] that he would look to the distributor to see if materials could be supplied at no cost for her issue and that he would also make a sample up of a different stone color that should perform better than the dark color spice that [redacted] currently has We have not moved forward only due to the fact that we have not been told that the materials would be supplied at no charge to us and as the new owners are not going to refund the homeowner the entire cost of the job that we were not responsible for installing We are still open to working with [redacted] in fixing/remedying her project whether that would be continued top coat applications or the removal and installation of new stone at a discounted rate as to make sure we at least cover our material and labor cost The homeowner was okay with not installing silica sand in the top coat which creates an anti-skid finish She now claims that it is slippery and unsafe and this is an issue that we will address for her To fix this situation another top coat will need to be applied that the sand can cure into the epoxy (this cannot be done until the temperatures stay above degrees) [redacted] states that it is obvious that our company does not want to continue EverStone of SWPA has never told her that we would not help her or have we tried to ignore her, unfortunately we are still waiting to see if we are able to have the materials supplied to us at no cost from the distributor She desires a settlement claiming that this job has continuously failed every year since 2013, as we mentioned above her exterior application which gets full sun requires a top coat yearly (at the customers cost) this goes for any customer with exterior work that gets full sun (especially when the customer picks a dark colored stone) These top coats which are required yearly for such applications are maintenance for the product We are still open to working with [redacted] on an option to correct her problem Roberta G [redacted] , Office ManagerEZ Home Exteriors/EverStone Flooring of SWPA [redacted] ** [redacted] [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Response to EZ Home Exteriors/EverStone Flooring of SWPA, March 22, Revdex.com Complaint # [redacted] In response to EverStone reply of March 20, 2018, it is my position that several issues have been omitted: 1) Regarding the statement, “ [redacted] (the former owner) that the top coating would only be needed every four-five years when it clearly states on the back of the contract that exterior applications require new top coats every one-two years” does not dismiss salesperson’s misrepresentation at the time of sale as to the durability of coatingClearly, the materials used were inferior to those represented at the time of saleMy position is further substantiated by Mike A [redacted] ’s comment during his visit to my home on November 29, 2017, (see item below)EverStone continually references the need to reapply top coating annually due to the dark color of the stoneI deem this position to be irrelevant as the top coating breaks down after only a few weeksI have documented this premature deterioration via photos sent to Mike A [redacted] ’s email, which are on file with Revdex.com 2) MrA [redacted] also stated that no other customer has had this problem and he felt that inferior and/or defective product used in the application at my home has affected the longevity of the top coatMike committed to prepare a sample, apply the top coating in question to the entire sample, and apply the silica to one half of the sampleI was to have that sample at my home within two weeks from his visit on November 29, I emailed Mike on December 18, 2017, and was informed that shipping a sample would be cost-prohibitiveThe sample was to be personally delivered to my home insteadAs of today, March 22, 2018, I have not received any sample 3) I acknowledge that the terms and conditions of the agreement state that top coating should be reapplied every one-to-two year(s)Still, the areas where product was applied begin to turn milky-white within a few weeks of each applicationMy residence does not receive an abamount of sun, traffic or other factors which would contribute to premature deteriorationEverStone’s position that top coating must be applied annually is, therefore, irrelevant to my complaint substantiated by photographic evidence of breakdown in weeks 4) Mike A [redacted] visited my home on January 17, 2017, to discuss the issues at which time he verbally guaranteed to resolve the issuesJoe, who performed the repairs, was at my home on July 8-9, 2017, to remove all existing defective coating, repair the edge of the sidewalk, and reapply the UV coating Within four weeks, the sidewalk and porch began to turn a milky-white color againI immediately contacted Mike, via email, and attached photos 5) EverStone has commented, in their reply of March 20, 2018, “The customer picked the color ‘spice’ for her application and this is the darkest stone color that EverStone offers and we do not recommend any dark-colored stones for full-sun exterior applications.” Had [redacted] informed me at the time of sale, I would not have chosen the ‘spice’ color 6) I reaffirm my request for a settlement of $2,to cover the cumulative cost borne to this pointThe EverStone brand is not a workable solution as evidenced by nearly five years of problems Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Response to EZ Home Exteriors/EverStone Flooring of SWPA, March 25, 2018. Revdex.com Complaint #***. I am resending my previous listing of omissions as Mike A*** continues to ignore the issues. Until he stands begind the product and application, I will continue to disputeIn response to EverStone reply of March 23, 2018, it is my position that several issues have been omitted: 1) Regarding the statement, “*** *** (the former owner) that the top coating would only be needed every four-five years when it clearly states on the back of the contract that exterior applications require new top coats every one-two years” does not dismiss salesperson’s misrepresentation at the time of sale as to the durability of coatingClearly, the materials used were inferior to those represented at the time of saleMy position is further substantiated by Mike A***’s comment during his visit to my home on November 29, 2017, (see item below)EverStone continually references the need to reapply top coating annually due to the dark color of the stoneI deem this position to be irrelevant as the top coating breaks down after only a few weeksI have documented this premature deterioration via photos sent to Mike A***’s email, which are on file with Revdex.com. 2) MrA*** also stated that no other customer has had this problem and he felt that inferior and/or defective product used in the application at my home has affected the longevity of the top coatMike committed to prepare a sample, apply the top coating in question to the entire sample, and apply the silica to one half of the sampleI was to have that sample at my home within two weeks from his visit on November 29, I emailed Mike on December 18, 2017, and was informed that shipping a sample would be cost-prohibitiveThe sample was to be personally delivered to my home insteadAs of today, March 22, 2018, I have not received any sample. 3) I acknowledge that the terms and conditions of the agreement state that top coating should be reapplied every one-to-two year(s)Still, the areas where product was applied begin to turn milky-white within a few weeks of each applicationMy residence does not receive an abamount of sun, traffic or other factors which would contribute to premature deteriorationEverStone’s position that top coating must be applied annually is, therefore, irrelevant to my complaint substantiated by photographic evidence of breakdown in weeks. 4) Mike A*** visited my home on January 17, 2017, to discuss the issues at which time he verbally guaranteed to resolve the issuesJoe, who performed the repairs, was at my home on July 8-9, 2017, to remove all existing defective coating, repair the edge of the sidewalk, and reapply the UV coating. Within four weeks, the sidewalk and porch began to turn a milky-white color againI immediately contacted Mike, via email, and attached photos. 5) EverStone has commented, in their reply of March 20, 2018, “The customer picked the color ‘spice’ for her application and this is the darkest stone color that EverStone offers and we do not recommend any dark-colored stones for full-sun exterior applications.” Had *** *** informed me at the time of sale, I would not have chosen the ‘spice’ color 6) I reaffirm my request for a settlement of $2,to cover the cumulative cost borne to this point.The EverStone brand is not a workable solution as evidenced by nearly five years of problems
Regards,
*** ***

In response to [redacted]'s reply she makes a statement regarding the former owner [redacted] and the verbal commitments he may have made to her.  As the new owners we cannot go by what may have been verbally told to someone and must adhere to what is in writing on the contract.  What is stated that for exterior applications a top coat is required every 1 - 2 years and that exterior applications that receive full sun could require top coats every year.  In closing we will be happy to offer [redacted] options for new top coats as needed with the addition of the anti skid sand (if desired) and these are the options that we can offer to her.  The fact that her contract is signed with the former owner in no way holds us liable to any refunds of prior contracts.

The reason the top coat is breaking down within a year is again because of the fact that [redacted] used the darkest stone available in a full sun exterior application.  The stone choice was a decision made between [redacted] and the prior owners of EverStone of SWPA.  The issue of [redacted] not receiving her new sample is we are not prepared to move forward with any work with the customer demanding that it is done for free.  The sample is available and will be delivered if the customer wants to remove her existing stone (at her cost) and pay for a new install.  It is a full sun exterior application and therefore the new stone (in a lighter color) will still be subject to a yearly top coat but will be less apparent due to the haze on a lighter stone.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  Response to EZ Home Exteriors/EverStone Flooring of SWPA, March 3, 2018. Revdex.com Complaint #[redacted].Regarding the statement, “[redacted] (the former owner) that the top coating would only be needed every 4-5 years when it clearly states on the back of the contract that exterior applications require new top coats every 1-2 years” doesn’t dismiss the fact the sales pitch was distorted when I agreed to begin this process. Clearly the products used were defective and Mike A[redacted] made that comment to me when he was at my home on November 29, 2017, (four months after they had been to my home to make repairs and to apply the top coating). In their response, reference continues to be made about top coating needing to be reapplied every year because of the dark stone. Even if we go what that, it does not negate the fact the top coating breaks down after only a few weeks! Mike also stated that no other customer has had this problem and he felt it had to do with the product used, at that time, may have been defective and has affected the longevity of the top coat. Mike told me he would prepare a sample of a new color stone he showed me, coat the entire sample with the top coating, and apply the silica to one half of the sample. I was to have that sample at my home within two weeks from time he was here on November 29, 2017, so I could keep it outside all winter and see how it would hold up. On December 18, 2017, I emailed Mike and asked about the sample and was informed he checked the cost of mailing the sample to me and it would be $16 so he would drop it off at my home when he was in the area. As of today, March 3, 2018, I have not received that sample. I strongly believe if I was a middle-aged man, instead of a 65 year-old/single/disabled woman, we wouldn’t be in this situation.Additionally, regarding the comment, “The customer picked the color spice for her application and this is the darkest stone color that EverStone offers and we do not recommend any dark colored stones for full sun exterior applications.” I was definitely not informed of that by [redacted] or I would not have chosen that color. Another misrepresentation of the product. Even if the back of the agreement stated the top coating needs to be reapplied every one to two years, that doesn’t discount the fact the sidewalk/porch begin to turn a milky white within a few weeks of application each time. So, actually, out of a 12-month period each year, I only have the sidewalk/porch looking presentable about three weeks. Clearly defective products, sun or no sun, and it’s not like my home is in a sunny/hot climate, this is western PA!“The homeowner was okay with not installing silica sand in the top coat which creates an anti-skid finish.  She now claims that it is slippery and unsafe and this is an issue that we will address for her.” When I spoke with Mike January 17, 2017, at my home, we discussed the silica coating and he told me it would be mixed together with the top coating because I was concerned if it was just tossed on top it would look terrible. He assured me it would be mixed in to prevent that. When Joe was here on July 8-9, 2017, we discussed the application of the silica and he told me it needed to be applied by hand over the top coating and I do not like the appearance of that. The new top coating that was used on this repair is far more slippery than what had been used in previous years. People had no problem walking on the sidewalk from 2013 until the job was completed in early July of 2017. Now it is completely unusable.I am, again, requesting a settlement of $2,010 to cover the cost to me thus far, not a penny more. The EverStone brand is not a workable solution and nearly five years has proven that.Thank you,[redacted]

Hello [redacted] – we are responding to complaint # [redacted] is an EverStone customer who had a job installed in 2013 by the previous owners of EverStone of SWPA.  We are the new owners of EverStone of SWPA (Michael A[redacted] and Brien M[redacted]) and we...

continue to service prior customers that may be in need of repairs, topcoats or additional work.  The situation with [redacted] was from the previous installation and we have records that the former owners made multiple trips for repairs and topcoats prior to us owning the business.  [redacted] stated that she was verbally told by [redacted] (the former owner) that the top coating would only be needed every 4-5 years when it clearly states on the back of the contract that exterior applications require new top coats every 1-2 years, and that full sun exterior areas require yearly topcoats.  The customer picked the color spice for her application and this is the darkest stone color that EverStone offers and we do not recommend any dark colored stones for full sun exterior applications.  There was a repair needed on the end of her sidewalk due to the driveway lifting because of winter weather.  As the new owners, the first work that we did for [redacted] was to repair the end of her sidewalk and to try to correct the hazing of the top coat.  We formed and installed new spice stone at the end of her sidewalk, scrubbed her entire sidewalk and front porch area and also applied our most heavy duty top coat product available.  We told [redacted] that this was the best solution to her problem but in no way told her that it would last more than 1 year due to the sun exposure and the fact that it is an exterior application on such a dark stone.  [redacted] then informed Mike that it hazed again and that she would either like refunded for the job completely or for it to be completely redone.  Mike told [redacted] that he would look to the distributor to see if materials could be supplied at no cost for her issue and that he would also make a sample up of a different stone color that should perform better than the dark color spice that [redacted] currently has.  We have not moved forward only due to the fact that we have not been told that the materials would be supplied at no charge to us and as the new owners are not going to refund the homeowner the entire cost of the job that we were not responsible for installing.  We are still open to working with [redacted] in fixing/remedying her project whether that would be continued top coat applications or the removal and installation of new stone at a discounted rate as to make sure we at least cover our material and labor cost.  The homeowner was okay with not installing silica sand in the top coat which creates an anti-skid finish.  She now claims that it is slippery and unsafe and this is an issue that we will address for her.  To fix this situation another top coat will need to be applied that the sand can cure into the epoxy (this cannot be done until the temperatures stay above 55 degrees).  [redacted] states that it is obvious that our company does not want to continue.  EverStone of SWPA has never told her that we would not help her or have we tried to ignore her, unfortunately we are still waiting to see if we are able to have the materials supplied to us at no cost from the distributor.  She desires a settlement claiming that this job has continuously failed every year since 2013,  as we mentioned above her exterior application which gets full sun requires a top coat yearly (at the customers cost) this goes for any customer with exterior work that gets full sun (especially when the customer picks a dark colored stone).  These top coats which are required yearly for such applications are maintenance for the product.  We are still open to working with [redacted] on an option to correct her problem.  Roberta G[redacted], Office ManagerEZ Home Exteriors/EverStone Flooring of SWPA[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Response to EZ Home Exteriors/EverStone Flooring of SWPA, March 22, 2018.  Revdex.com Complaint #[redacted].   In response to EverStone reply of March 20, 2018, it is my position that several issues have been omitted:   1)            Regarding the statement, “[redacted] (the former owner) that the top coating would only be needed every four-five years when it clearly states on the back of the contract that exterior applications require new top coats every one-two years” does not dismiss salesperson’s misrepresentation at the time of sale as to the durability of coating. Clearly, the materials used were inferior to those represented at the time of sale. My position is further substantiated by Mike A[redacted]’s comment during his visit to my home on November 29, 2017, (see item 2 below). EverStone continually references the need to reapply top coating annually due to the dark color of the stone. I deem this position to be irrelevant as the top coating breaks down after only a few weeks. I have documented this premature deterioration via photos sent to Mike A[redacted]’s email, which are on file with Revdex.com.   2)            Mr. A[redacted] also stated that no other customer has had this problem and he felt that inferior and/or defective product used in the application at my home has affected the longevity of the top coat. Mike committed to prepare a sample, apply the top coating in question to the entire sample, and apply the silica to one half of the sample. I was to have that sample at my home within two weeks from his visit on November 29, 2017. I emailed Mike on December 18, 2017, and was informed that shipping a sample would be cost-prohibitive. The sample was to be personally delivered to my home instead. As of today, March 22, 2018, I have not received any sample.   3)            I acknowledge that the terms and conditions of the agreement state that top coating should be reapplied every one-to-two year(s). Still, the areas where product was applied begin to turn milky-white within a few weeks of each application. My residence does not receive an abnormal amount of sun, traffic or other factors which would contribute to premature deterioration. EverStone’s position that top coating must be applied annually is, therefore, irrelevant to my complaint substantiated by photographic evidence of breakdown in weeks.   4)            Mike A[redacted] visited my home on January 17, 2017, to discuss the issues at which time he verbally guaranteed to resolve the issues. Joe, who performed the repairs, was at my home on July 8-9, 2017, to remove all existing defective coating, repair the edge of the sidewalk, and reapply the UV coating.  Within four weeks, the sidewalk and porch began to turn a milky-white color again. I immediately contacted Mike, via email, and attached photos.   5)            EverStone has commented, in their reply of March 20, 2018, “The customer picked the color ‘spice’ for her application and this is the darkest stone color that EverStone offers and we do not recommend any dark-colored stones for full-sun exterior applications.” Had [redacted] informed me at the time of sale, I would not have chosen the ‘spice’ color.   6)            I reaffirm my request for a settlement of $2,010 to cover the cumulative cost borne to this point. The EverStone brand is not a workable solution as evidenced by nearly five years of problems.
Regards,
[redacted]