Garage Floor Coating of MN, LLC

I am rejecting this response because and have attached my responses to as why I certainly would not recommend this company to anyone else

Garage Floor Coating Response - Oct 7, 2016Per the complaintant’s contract on April 8, 2015, we were contracted to remove a 3” platform area ($350), pour a new garage floor ($6300) as well as apply a sealer ($450.00)The sealer contracted to be applied was a cure and seal over the newly poured concrete The total estimate was for $with a discount of $1300, bringing the total project cost to $ Due to the extra discounts, the cost of the sealer and platform removal were essentially done at no cost to the homeowner.May 3, our subcontractor arrived at the residence and performed the applications specified in the contract The seal that was purchased on April 8, was a cure and seal application The purpose of a cure and seal application is to improve the curing process of the concrete as well as seal the concrete Upon completion, the complaintant was not satisfied with the cure and seal application Our subcontractor returned and applied a second coat of the cure and seal in an attempt to improve the look.The complaintant notified the office that he was not satisfied with the look of the cure and seal It was explained that a cure and seal is not a decorative coating but rather a sealant that may take differently throughout the concrete but should lighten over time He was asked to give it some more time and see if the cure and seal lightens - improving the variations in the sealant.After four months, the complaintant notified our office that he was still unsatisfied with the look of the cure and seal and wanted something done about it Although a cure and seal is a protective coating and not a decorative coating, we agreed to attempt to improve the look for the complaintant as it is our hope to leave every customer satisfied with the end result.To address the complaintant's concerns, we agreed to apply a stain and seal application at no cost to the complaintant This is a different application than the cure and seal that was contracted in May A stain and seal application is a semitransparent stain with a clear sealant applied over the top of the stain This is a more involved process than the sealant that the complainant originally contracted for $ This stain and seal process starts at a fee of $and may be more depending upon the size and scope of the project Due to the compaintant’s concerns with the look of his garage floor cure and seal, we agreed to apply a stain and seal application at no additional fee although he had already received his contracted sealant application in May.The week of his project, the complaintant indicated he needed to have a Friday application The crew that was scheduled to apply his stain and seal had a family emergency arise that required the crew to be unable to arrive on Friday For this reason, we asked the complaintant if we could come on Thursday instead We always ask our customers to please provide an alternate form of entry as a homeowner being home is not always the best for the homeowners In construction, a project can change very quickly and become more involved requiring more time and delays for others For this reason, we always ask for a garage code, side door unlocked or some other form of entry The complaintant refused to provide an alternate form of entry and required that he be home Because our crew was attempting to complete all their currently scheduled projects on Thursday as well as their Friday jobs, the complaintant was scheduled for the latter part of the day He was notified of this at the start of the day Thursday Throughout the day the complaintant called repetitively looking for his crew Each time, he was reminded that the crew is still hoping to make it today and that they would call him to let him know their expected arrival time This is the very reason we ask a homeowner to not take time out of their day to stay home and instead provide us an access point to address the work without inconveniencing the homeowner The crew leader kept in touch with the complaintant throughout the day as well At the end of the day when it was apparent the crew was not going to be able to make it to the complaintant’s home, the crew lead and the complaintant set up an appointment for the following Monday to address his project It was our understanding, per the crew leader, that the complaintant was in agreement with this schedule.Friday morning, the office received a call from the complaintant indicating he was now not okay with a Monday schedule and wanted his project addressed Friday The office rearranged schedules to make his project happen even though his crew was not on staff that day We moved other clients and made it possible to address the complaintant’s project instead After moving schedules and making Friday possible, the complaintant finally provided an access code to address his project without him being home Unfortunately, had he done this on Thursday as previously asked, the complaintant would not have needed to miss a day’s work and would not have felt the inconvenience as severely Our grind crew ground the existing cure and seal off the concrete on Friday morning and our stain and seal crew arrived later in the day to apply the stain and seal By this time, the complaintant had arrived home and expressed his dissatisfaction with the seal process To appease the customer, the crew was advised to apply an additional coat A stain on concrete is a semi-transparent application and does not create a 100% uniform finish in the same way that a coating would Instead, stain on concrete works very much the same way as stain on wood and takes to the surface in different areas based on the pores of the substance and how much is able to absorb in a specific area It is expected to have variation with stains but the more applications you apply the darker and more uniform you can make the look The owner of the company tried to explain this to the complaintant on Friday, but the complaintant was not in agreement He wanted the whole process removed in its entirety and reapplied Unfortunately, if this would have been done, the same result would have occurred The owner of the company tried to explain to the complaintant that what he is really looking for is a solid coating and this would require the complaintant paying for this service When it became apparent that the complaintant was not going to ever be satisfied with the stain and seal process, the owner of the company asked the crew to pull off the project Had the complaintant allowed our crew to do as the owner wished and apply an additional stain coat, it is our belief that the complaintant would have liked the outcome The Monday following this incident, the complaintant called the office to speak to our project scheduler She had been advised to direct all calls to the owner of the company as this project had escalated to a level in which she would not have the experience or expertise to handle the complaintant When the complaintant was told he could speak to the owner of the company, he expressed he would not do so and wanted nothing more to do with the company.It is disheartening to us to see this situation take a turn such as this Although the complaintant received all the services rendered on May 3, we did make every attempt to appease the complaintant and go above and beyond to help the customer We were offering a service that was never purchased by the complaintant at no cost to him and were hoping to leave him with a concrete garage floor that would please him Instead, the complaintant was excessively needy and held unrealistic expectations He called our office staff numerous times throughout the two days of his project, he rejected the solutions we were providing him to improve his situation, and he made it impossible to find a resolution that would work for all parties involved It is always our policy to try to meet our customer’s needs even if it is to our own hurt - in this case providing an extra service that was not ordered or paid for However, sometimes there comes a time where it is apparent the no matter what is done the customer is not going to be pleased We regret the outcome and wish we could have completed the stain & seal application as promised Unfortunately, this is not what the compaintant was looking to receive In the end, it is a coating that the complaintant will need to provide the final look he is hoping to achieve.As to the Desired Settlement requested of $1460, the original fees for the cure and seal were $less a discount of $off the final estimate (see attached signed estimate) In addition, we did not ask the homeowner to stay home from work on Thursday and expressed our desires to have access to the garage to complete his work in his absence We would not need nor would want access to the home, only the garage and the homeowner could lock entry to his home to secure his belongings Therefore, it is in our opinion that the complaintant received the services rendered and paid for in regards to his cure and seal and his loss of work was a decision he made against our recommendations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

In light of the situation, we have contacted Mr [redacted] to address his concerns on the end of the slab There appears there was a miscommunication as to the expectations of the end of slab repair However, we are more than happy to return and repair the area of concern We have arranged a repair visit on Monday between Mr [redacted] and our Field Supervisor to ensure this repair is completed to Mr [redacted] ***'s satisfaction Mr [redacted] was open to this solution and is meeting with our representative on Monday morning, July 11th I expect the area in question to be resolved completely on Monday

Sorry you were unable to see our initial reply - Below is our initial response.In light of the situation, we have contacted Mr*** *** to address his concerns on the end of the slab. There appears there was a miscommunication as to the expectations of the end of slab repair and the repair was not done by our crew. However, we are more than happy to return and repair the area of concern. We have arranged a repair visit on Monday between Mr*** *** and our Field Supervisor, Derek ***, to ensure this repair is completed to Mr*** ***'s satisfaction. Mr*** *** was open to this solution and is meeting with our representative on Monday morning, July 11th to discuss the repair procedure and expected outcome. I expect the area in question to be resolved completely on Monday

Mr. [redacted]' issue is being handled this week May 18-20.  There was a miscommunication between our customer service department and scheduling.  Due to this error, Mr. [redacted] repair was not made known to the scheduling department and was the reason that no one was out on May 16th to take...

care of his warranty concern.  Since learning of the error, we have already sent a crew to address his repair concerns and should have it completed today, May 20th (which is still within the timeline of when Mr. [redacted] expected to have his floor completed).  We regret the delay but showed our sincerest intention to honor the warranty and make it a high priority once the error was brought to our attention.  Mr. [redacted] has indicated to our staff he is very happy with the final outcome which was to recoat his entire floor due to the peeling issue he noted.  In addition, we offered a new product at no charge to Mr. [redacted] as a small token of our apologies for this error.  He appreciated the free merchandise and should be very happy with his new floor.

Initial Business Response /* (1000, 7, 2014/11/07) */
I am in receipt of your letter concerning Mr. [redacted] complaint to you. In all honesty, I am not surprised at all that he has filed this complaint. We have endeavored to Work with the customer over and over... .only to learn that his only response...

to us is one of blame, and taking no responsibility for his actions, non-actions, or his promises to Work with us. I have spent many hours on the phone with Mr. [redacted], talking with my crews about Why they are at a project Where there is no access, Writing letters in reply to Merchant Services to the customer's surprise "Chargebacks", and much time trying to hunt down payments that he said were re-presented, which never existed. [redacted]'s "behavior is like that of an adolescent. . .Who will say what someone Wants to hear. Then, when expected to follow through, he gets "caught", and goes and tells his mommy or daddy, because he thinks he's being treated unfairly. I have spent hundreds of dollars paying staff members to go to his home to work, only to learn that we cannot get access, or the terms of work were not met by the homeowner.
We endeavor to work with ALL of our customers, and resolve all situations with the best possible outcomes. This does require one thing... .which is a cooperative customer. The truth of this situation is that WE CANNOT MAKE A SITUATION BETTER without the customer's cooperation. Mr. [redacted] continues to want work done, for free, and does not feel it necessary to fulfill his promises, then gets frustrated when he gets called on the mat.
I have included for you the very detailed documentation regarding our efforts to try and Work with Mr, [redacted]. You will see a clear path of effort on our part to try and Work to closure for Mr. [redacted]. However, without his participation, We cannot resolve a situation.
Regarding the "Damaged" tree,. I have included a copy of the very first documented call about this, noted TREE - 1. On March 6th I discussed this with the customer. At that time Mr. [redacted] said he would send photos so that I can assess the "damage". NO PHOTOS WERE' SENT. At this point, there is no Way to substantiate that any real "Damage" ever occurred. If they were damaged, Why didn't he promptly send photos so that We could make restitution?
Early this past summer, [redacted] called me several times about coming out to complete "the exterior apron" part of the project. This area consists of 22 square feet, (see photo), which Could not be completed at the time the garage floor was, due to the snow. In addition, we tried on 3 OTHER OCCASIONS to complete the work, but could not get access, which was PRE-ARRANGED With him, prior to coming. Please see the copious notes regarding our attempts to go back and get this done. The GARAGE FLOOR PORTION, Which totaled 632 sf, INCLUDING THE APRON, has been completed since March, attempting to try and schedule the apron portion, Mr. [redacted] changed baak the ENTIRE Garage Floor final payment, of $768.46. While I understand holding back a small portion for the apron, charging back the entire amount is not appropriate, nor did he discuss anything of the sort With us. In addition, the apron HAD BEEN PRIMED. So some work had begun. He then called and wanted us to come back and complete the apron. Mr [redacted] was told that until we get the charges squared away, we would not be providing any further work.
Mr. [redacted] agreed, and after what I thought Was an amicable discussion, he agreed to do the following:
l. Contact Merchant Services
a. He would ask them to re-present funds
b. Provide me documentation that funds had been re-presented.
Upon receipt of the funds, I told him I would then contact him to schedule the final work.
[redacted] called at least 3 times over the summer to see When We can schedule Work. Each time I told him that I have not seen funds represented, nor any of the promised documentation from him, as Merchant Services would not provide me with anything, since I'm not the cardholder. I ALSO TOLD HEM THAT IF LIKE TO PAY FOR THE GARAGE FLOOR PORTION, AND HOLD OUT 200 FOR THE APRON, WE COULD PROCEED. He did not want to do that, as he felt confident that Merchant Services had re-presented the funds, he just wasn't sure when. The reality is that they DID NOT re-present funds, as my batches always totaled, Without an overage of the charged back amount.
Please refer to the 4 emails I've attached documenting my efforts to try and Work with Mr. [redacted], including one Where he states that funds were re-presented. However, he did not provide any doeumentation from Merchant Services.
In his complaint to you, he states he didn't have $700 cash on hand, and wouldn't give it to someone he didn't know. . . .and says, that he didn't know "what an envelope was". He knew exactly What that Was. .. .the cash payment he promised to have in order for us to proceed.
It's also ironic that although a payment/envelope with cash was NOT provided as promised, Mr. [redacted] did leave his garage door open for us, and
When I spoke to [redacted], 0n the morning of 10/20/14, I ASKED HIM if he had that much cash available and if not, We could RESCHEDULE. I understood that this might be a Challenge on short notice (although the amount has been the same since he signed the contract). He said he would have it. I repeated to him who was coming, and when, and asked if he had any other questions. . . to which he answered, "N0, I have to be home to meet with another contractor anyway, do I'll be around".
Mr. [redacted] continues to play games, and now states that "Warranty" work is needed. I would love nothing more than to get his apron completed, and get on with business. However, Warranty Work is only provided per the terms of the contract- AFTER THE PROJECT IS PAID IN FULL. We have spent
HUNDREDS of dollars in wasted trips to complete work for Mr. [redacted]. I cannot continue to waste money sending crews, for free, and no guarantee of payment. Mr. [redacted] has demonstrated his instability in this area.
I am respectfully requesting that you do two things:
1. Close this matter, without harm to our excellent rating. We have demonstrated our efforts to Work for a difficult customer, who accepts no responsibility. Should he decide to come to the table, We Will do all We can to get this handled.
2. Implore Mr. [redacted] to act in an adult manner, and Contact me directly. I told him on 10/21/14 that I am happy to speak With him, as long as he is Willing to actually follow through on his Word.
Thank you,
Sincerely,
[redacted]
Operations Manager Garage Floor Coating of MN.com
Initial Consumer Rebuttal /* (3000, 9, 2014/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received [redacted]'s response and would like to start from the beginning.
I had [redacted] from GFC of MN out on Dec. 20, 2013. We spoke about the products and he measured the garage and my patio. The we spoke about colors and we made a plan. I sent my signed contract in on my garage and patio to GFC of MN and gave them a 50% deposit on product/service.
Winter past and GFC of MN came out and started the garage floor but before they came out I spoke with [redacted] and informed her to let the driver know NOT to go all the way into the driveway as I did not want any limbs damaged. She said she would put it on the work order. First day they came out there were several large limbs down and damage down to the gutters. I emailed photos to [redacted] (see attached) and response from [redacted]. Nothing has been down about it. GFC has not taken any action other than an email from [redacted] which she told the Revdex.com she never received and calling me a liar. It made me leery at that time about going forward. Time past by and GFC completed inside garage floor minus the peeling in middle of garage. They said they can do it when they finish the apron and triangle spot along with the patio.
When they came out to do the patio and apron/triangle spot, they came and left because the patio was stamped concrete. OK, why didn't Myron disclose that prior to May or in his estimate because a contact had already been signed and a deposit had been made. Keep in mind the patio has a porch over the top of the patio (See attached photo) and the concrete was in full visibility with NO snow on it when he looked at it back in December when he was quoting the garage floor? I than get an email after Myron said they cannot do it from Stacey saying they can do it but it's going to cost more (See attached).
In May, I contacted my credit card company to dispute the remaining 50% of payment that was taking out without authorization. Credit card company did the investigation and came to the conclusion that GFC of MN did not complete the project and without authorization to pay the full amount. Contract states the other 50% due on completion.
The last time they were out they gave a window of 1-3pm to repair warranty work and apron. I got a call at 2:45pm by [redacted] that [redacted] was in Ham Lake and will be an hour late. I said "OK I will be home until 4:45pm." [redacted] showed up at 5:05pm and by this time I had ran to Menards to pick up product for my job for tomorrow. [redacted] knocked on the door and my daughter answered it and [redacted] asked if I was home. Her response was "no." [redacted] asked her for an envelope and she had no clue what he was talking about. So [redacted] left. My daughter called me and said they were looking for an "envelope" and I also had no idea what they were pertaining to. I called [redacted] about 7:30pm that night and he said he was sorry for being 2 hours past the window of time. We spoke and he told me to call [redacted] tomorrow which I did and we both disagreed on what should happen. She wants cash for the project before it's complete. I said no way. I signed a contract and GFC has not fullfilled the contracts and even went back on the patio and wants to charge me more! The day went on and GFC -[redacted] sent an email saying "No further work will be done."
GFC has not:
-fullfilled their contract
- refused to start/complete patio contract and now wants to charge more.
- won't warranty the peeling of coat they applied
- Comply to their own contract and terms
- Represent by [redacted] to characterize the Customer by not knowing Customer
I refuse to pay in full before work is completed. That's what I agreed to. I'm asking GFC to fulfill their commitment of their contracts and follow thru with showing up during their own window of time. Many times they had to cancel on me during this process due to their lack of ability to manage time and being a business Owner myself, I've lost 100's of dollars being home and not working and then them cancelling or not making their window of time. If this project is not completed by April 15, 2015, I want a full refund and GFC to remove their product off the apron and garage floor and have it back to the original concrete.
Final Business Response /* (4000, 11, 2014/11/24) */
I am in receipt of your continued correspondence regarding a claim by [redacted].
For the amount of time Mr. [redacted] has spent regurgitating information to YOU, he could have picked up the phone and called ME, to arrange an amicable resolution.
Our position has remained the same, throughout this entire ordeal:
1. We have continued to do all we can to reach out to Mr. [redacted], with a FAIR solution that will be mutually beneficial. Our goal is always to try and provide the best possible outcome to all of our customers. We have truly endeavored to work with Mr. [redacted], but cannot work with a customer who will not participate in fruitful and honest dialogue. The back and forth, "he said/she said" in not productive, and has already wasted too much time.
2. When we arrived to complete Mr. [redacted]'s patio, there were two issues:
a. Mr. [redacted] did not prepare for us, as he had agreed, by removing his furniture from the area. Our crews do not remove furniture or property belonging to a customer, without expressed, written consent.
b. The Patio Estimate was completed in winter when there was no way to see the patio. As it turned out, the patio was stamped concrete, which is not a candidate for coating with our Platinum System. In addition, the steps were added by customer but not on the bid/work order. Our sales rep needed to more clearly assess the area, and discuss the steps, in order to provide an accurate estimate consistent with this surface type. Once he did so, Mr. [redacted] declined the estimate which was provided for HIS PATIO TYPE. We did not refuse to do it.
3. Our warranty is honored and applicable to projects that are paid.
Mr. [redacted] contends that it is "not finished" because the EXTERIOR APRON has yet to be completed. This is false. He cannot dispute that the entire garage interior is 100%, and THIS IS THE PORTION WE ARE REQUIRING PAYMENT FOR. His Apron, which is 22 square feet, is exactly 3.5% of the entire square footage, 628 sf, which he was charged for. Mr. [redacted]'s final payment for the garage, (which he back charged), was
$ 768.46. 3.5% of this amount equals $ 26.90. It is absurd to claim that he is justified in withholding $ 741.56 because of this small amount, and that he does not owe for WORK COMPLETED, especially in light of the fact that we made numerous attempts to both call and drive to his home to do the work, only to be delayed by the customer. Weather also played an additional role in the delays, which we have not control over.
Conclusion:
**WE ARE WILLING TO RESCHEDULE THE APRON WORK, AFTER THE GARAGE IS PAID, by cash or Money Order. The customer's history of playing games with his payments compels us to ensure we have been paid, with no threat of back charges, cancelled checks, etc.
Again, we respectfully request that you dismiss this case, and implore the customer to come to the table. We would like this situation positively resolved as much as he does. We will not, however, work for free, and have a right to be paid for work completed. He is free to contact me via email at any time to discuss payment, and scheduling for the Spring completion of this small exterior area. It is now too cold to complete it.
Thank you.
Sincerely,
[redacted]
Operations Manager
Garage Floor Coating of MN.com

Garage Floor Coating Response - Oct 7, 2016Per the complaintant’s contract on April 8, 2015, we were contracted to remove a 3” platform area ($350), pour a new garage floor ($6300) as well as apply a sealer ($450.00). The sealer contracted to be applied was a cure and seal over the newly poured...

concrete.  The total estimate was for $7100 with a discount of $1300, bringing the total project cost to $5800.00.  Due to the extra discounts, the cost of the sealer and platform removal were essentially done at no cost to the homeowner.May 3, 2016 our subcontractor arrived at the residence and performed the applications specified in the contract.  The seal that was purchased on April 8, 2015 was a cure and seal application.  The purpose of a cure and seal application is to improve the curing process of the concrete as well as seal the concrete.  Upon completion, the complaintant was not satisfied with the cure and seal application.  Our subcontractor returned and applied a second coat of the cure and seal in an attempt to improve the look.The complaintant notified the office that he was not satisfied with the look of the cure and seal.  It was explained that a cure and seal is not a decorative coating but rather a sealant that may take differently throughout the concrete but should lighten over time.  He was asked to give it some more time and see if the cure and seal lightens - improving the variations in the sealant.After four months, the complaintant notified our office that he was still unsatisfied with the look of the cure and seal and wanted something done about it.  Although a cure and seal is a protective coating and not a decorative coating, we agreed to attempt to improve the look for the complaintant as it is our hope to leave every customer satisfied with the end result.To address the complaintant's concerns, we agreed to apply a stain and seal application at no cost to the complaintant.  This is a different application than the cure and seal that was contracted in May.  A stain and seal application is a semitransparent stain with a clear sealant applied over the top of the stain.  This is a more involved process than the sealant that the complainant originally contracted for $450.  This stain and seal process starts at a fee of $1750 and may be more depending upon the size and scope of the project.  Due to the compaintant’s concerns with the look of his garage floor cure and seal, we agreed to apply a stain and seal application at no additional fee although he had already received his contracted sealant application in May.The week of his project, the complaintant indicated he needed to have a Friday application.  The crew that was scheduled to apply his stain and seal had a family emergency arise that required the crew to be unable to arrive on Friday.  For this reason, we asked the complaintant if we could come on Thursday instead.  We always ask our customers to please provide an alternate form of entry as a homeowner being home is not always the best for the homeowners.  In construction, a project can change very quickly and become more involved requiring more time and delays for others.  For this reason, we always ask for a garage code, side door unlocked or some other form of entry.  The complaintant refused to provide an alternate form of entry and required that he be home.  Because our crew was attempting to complete all their currently scheduled projects on Thursday as well as their Friday jobs, the complaintant was scheduled for the latter part of the day.  He was notified of this at the start of the day Thursday.  Throughout the day the complaintant called repetitively looking for his crew.  Each time, he was reminded that the crew is still hoping to make it today and that they would call him to let him know their expected arrival time.  This is the very reason we ask a homeowner to not take time out of their day to stay home and instead provide us an access point to address the work without inconveniencing the homeowner.  The crew leader kept in touch with the complaintant throughout the day as well.  At the end of the day when it was apparent the crew was not going to be able to make it to the complaintant’s home, the crew lead and the complaintant set up an appointment for the following Monday to address his project.  It was our understanding, per the crew leader, that the complaintant was in agreement with this schedule.Friday morning, the office received a call from the complaintant indicating he was now not okay with a Monday schedule and wanted his project addressed Friday.  The office rearranged schedules to make his project happen even though his crew was not on staff that day.  We moved other clients and made it possible to address the complaintant’s project instead.  After moving schedules and making Friday possible, the complaintant finally provided an access code to address his project without him being home.  Unfortunately, had he done this on Thursday as previously asked, the complaintant would not have needed to miss a day’s work and would not have felt the inconvenience as severely.  Our grind crew ground the existing cure and seal off the concrete on Friday morning and our stain and seal crew arrived later in the day to apply the stain and seal.  By this time, the complaintant had arrived home and expressed his dissatisfaction with the seal process.  To appease the customer, the crew was advised to apply an additional coat.  A stain on concrete is a semi-transparent application and does not create a 100% uniform finish in the same way that a coating would.  Instead, stain on concrete works very much the same way as stain on wood and takes to the surface in different areas based on the pores of the substance and how much is able to absorb in a specific area.  It is expected to have variation with stains but the more applications you apply the darker and more uniform you can make the look.  The owner of the company tried to explain this to the complaintant on Friday, but the complaintant was not in agreement.  He wanted the whole process removed in its entirety and reapplied.  Unfortunately, if this would have been done, the same result would have occurred.  The owner of the company tried to explain to the complaintant that what he is really looking for is a solid coating and this would require the complaintant paying for this service.  When it became apparent that the complaintant was not going to ever be satisfied with the stain and seal process, the owner of the company asked the crew to pull off the project.  Had the complaintant allowed our crew to do as the owner wished and apply an additional stain coat, it is our belief that the complaintant would have liked the outcome.  The Monday following this incident, the complaintant called the office to speak to our project scheduler.  She had been advised to direct all calls to the owner of the company as this project had escalated to a level in which she would not have the experience or expertise to handle the complaintant.  When the complaintant was told he could speak to the owner of the company, he expressed he would not do so and wanted nothing more to do with the company.It is disheartening to us to see this situation take a turn such as this.  Although the complaintant received all the services rendered on May 3, we did make every attempt to appease the complaintant and go above and beyond to help the customer.  We were offering a service that was never purchased by the complaintant at no cost to him and were hoping to leave him with a concrete garage floor that would please him.  Instead, the complaintant was excessively needy and held unrealistic expectations.  He called our office staff numerous times throughout the two days of his project, he rejected the solutions we were providing him to improve his situation, and he made it impossible to find a resolution that would work for all parties involved.  It is always our policy to try to meet our customer’s needs even if it is to our own hurt - in this case providing an extra service that was not ordered or paid for.  However, sometimes there comes a time where it is apparent the no matter what is done the customer is not going to be pleased.  We regret the outcome and wish we could have completed the stain & seal application as promised.  Unfortunately, this is not what the compaintant was looking to receive.  In the end, it is a coating that the complaintant will need to provide the final look he is hoping to achieve.As to the Desired Settlement requested of $1460, the original fees for the cure and seal were $450 less a discount of $1300 off the final estimate (see attached signed estimate).  In addition, we did not ask the homeowner to stay home from work on Thursday and expressed our desires to have access to the garage to complete his work in his absence.  We would not need nor would want access to the home, only the garage and the homeowner could lock entry to his home to secure his belongings.  Therefore, it is in our opinion that the complaintant received the services rendered and paid for in regards to his cure and seal and his loss of work was a decision he made against our recommendations.

In light of the situation, we have contacted Mr. [redacted] to address his concerns on the end of the slab.  There appears there was a miscommunication as to the expectations of the end of slab repair.  However, we are more than happy to return and repair the area of concern.  We have...

arranged a repair visit on Monday between Mr. [redacted] and our Field Supervisor to ensure this repair is completed to Mr. [redacted]'s satisfaction.  Mr. [redacted] was open to this solution and is meeting with our representative on Monday morning, July 11th.  I expect the area in question to be resolved completely on Monday.

I am rejecting this response because and have attached my responses to as why.  I certainly would not recommend this company to anyone else.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

October 20, 2016 Garage Floor Coating Response to Consumer Complaint #[redacted] We regret the direction this process has gone.  It is never our intention to leave a job unfinished or a customer dissatisfied.  Unfortunately, in this case, we were unable to accomplish either.  It is reasonable to expect that not every job will go perfectly from start to finish.  Some situations may present themselves that require additional attention to achieve the final expectations.  However, it has always been our policy to stand by our product and customer service standards until a satisfactory solution is presented.  In the past, when we have had a challenging project, we have stayed to the end and provided an end result that pleased our customer.  As of just last week, we received the following feedback that represents our true customer service and commitment to stay with a customer until a resolution is determined:  “On Monday morning, October 10, 2016, the GFCMN crew called ahead to let me know they were coming and arrived on time.  They were extremely friendly and efficient and were done in less than 15 minutes.  They took time to explain that they wanted to let the repair set for 24 hours and would return the next day to finish the project.  They returned on Tuesday and completed the project in several minutes. I really appreciate the prompt and friendly customer service and the assistance GFCMN provided in helping me work through this unfortunate erosion issue.  I will certainly recommend GFCMN to other friends, neighbors and relatives who are in need or who are interested in having their garage floors coated.  Thank you again for all you help.” (K.L. - Lakeville, MN) Unfortunately, in this case with the complainant, it was impossible to finish his project as we would have wanted.  We agree with the customer that the final photos showing the stain are not acceptable.  We were not done and had wanted to continue with our process until it was satisfactory.  The complainant would not agree to allow our crews continue with the steps they were taking.  He insisted that the current application be removed and reapplied.  This would not have achieved what he desired.  What needed to be done was to continue layering the stain until it became more solid in color and less transparent.  This would have given the floor a more consistent look with just slight variations throughout.  Unfortunately, our crew was unable to continue as planned and was placed in an uncomfortable situation as the homeowner was clearly agitated and unwilling to work with them.  For this reason it was necessary to remove our crew from the jobsite as we had come to an impasse that could not be resolved. The following week the complainant’s son reached out to the owner of our company in an attempt to resolve the situation.  The conversation between the son and the owner of Garage Floor Coating was very cordial and constructive.  It was determined that we would gladly return to complete the staining and clear coat process as originally arranged if the complainant agreed.  The son said he would speak to his father and get back to the owner of Garage Floor.  Unfortunately, the son emailed the owner of GFC within a few days and rejected any more attempts by Garage Floor Coating to complete the staining process. Email Reply from son: “…Thank you for offering to revisit the work but Wayne will be hiring another company to pick up the work.” In our business, there have been times when we have needed to change our process or possibly even redo a process to provide our customers with the final product they were expecting.  This was our intention with the complainant.  Upon notification of the unsatisfactory outcome back in May, we have stood by the customer and never showed any intention of walking away.  We asked that the cure and seal be given time to cure as they typically lighten over time.  The customer agreed and waited the four months as asked.  When four months passed and no change had occurred, Garage Floor Coating of MN offered to improve the situation by grinding off the existing cure and seal and applying an upgrade stain and seal to give the customer a more satisfactory application.  This process is a more complex and comprehensive process and Garage Floor Coating of MN offered to apply it at no extra cost to the customer – although it is not a cure and seal procedure. Unfortunately, staining processes can be unpredictable and can take some finesse to get the desired look.  It should never be expected that the final outcome would be one solid look as a stain is not designed to do so.  The following documentation is recommendations from three reputable sources that identify what a customer should expect with concrete stain. http://www.decorativeconcreteinstitute.com “Staining doesn't deliver a specific color because it is a reactionary process," “Both decorative concrete and coatings experts say they cannot stress enough the unpredictability of concrete as a substrate”  “Concrete can simply be a fickle substrate.” http://www.concretenetwork.com/ ·         Don't expect color consistency or perfection. Variations are inherent in the staining process. http://www.stainedconcrete.org/ Here's what you should expect:  ·         Wide color variations, mottling and unevenness of color.  This is both normal and desirable Although variations are to be expected, we acknowledge that the complainant’s floor was not at a satisfactory or acceptable state on Friday, Sept 30th.  However, we know that with added applications and working with the product, we could provide an end result that is appealing to the eye and definitely not the look that currently is pictured.  Our crew, unfortunately, was not allowed the needed time to complete the look and leave the customer with a finished look that would be satisfactory. Because the complainant has opted to not accept our offer to finish what was started and chosen to use another company, I believe there is no other resolution to be had.  As mentioned at the start of this response, we regret wholeheartedly the outcome of this situation. We would have appreciated the opportunity to finish what we started and leave the customer with an end result we could all be proud of.  Sadly, we were not allowed - at the time of application on Fri, Sept 30th nor with an offered return visit - to finish the staining process like we would have wanted. Statement of facts: ·         Garage Floor Coating was hired to pour new concrete and apply a cure and seal ·         The cure and seal was not satisfactory to the homeowner ·         A waiting period of 4 months was honored ·         After 4 months, the cure and seal had not improved ·         Garage Floor Coating of MN offered to return, grind off the cure and seal and apply a color stain with a clear coat application at no additional cost to the homeowner ( normally a minimum fee of $1500) ·         The customer stopped the crew in the middle of their application on Friday, Sept 30th,  indicating his dissatisfaction with the application ·         The customer and the owner of Garage Floor Coating had a conversation in an attempt to finish the project ·         The owner of Garage Floor Coating wanted to continue working with the existing stain and apply additional layers to deepen the stain and create a more uniform appearance, the homeowner did not agree and wanted the current application completely removed and reapplied ·         There was no possible resolution at the time and the crew was asked to leave the jobsite ·         We agree the end result was not finished on Friday, Sept 30, 2016 ·         We were not allowed to finish the way we knew would be best – the customer insisted on a different path, and we were forced to remove our crew ·         In a conversation with the son the following week, the owner of Garage Floor Coating offered to return and finish the process ·         The complainant rejected our offer to return and finish ·         We regret the outcome but feel there were no other options in this matter