Garage Flooring, LLC

I am honestly not sure how to respond to this complaint any furtherI request that the Revdex.com administratively close this complaint and expunge it from our records.First lets deal with the Vs recommendationThe product is manufactured by *** ***A link to their ORIGINAL product information is posted here *** you will note that we provide our customers with the original data sheets with only changes to reflect our names and product numbersYou will note that the manufacturer distinguishes between a joint and a crackWe sell the product for cracksWhile it has some flexibility, it is not adequate for joints that are intentionally placed in concrete to control cracking.Next, as you can see in the attachment, we advised the customer of this specificallyHe tried to get me to say that it would not be flexible and I would not say itDespite being advised of this and being given a link to the pages with the full spec sheets and the manufacturers information I am giving you, he decided to purchase itWe have already gone back to the people who make the product for us and they have confirmed that the product was correctly made and properly cures when correctly mixed.In the customer's own words (see attached) it was a small area that he had an issueWe replaced the material for that area as a customer service and the customer indicated he was willing to accept that materialSince most of the customers project was successfully completed by the customer, he now had first hand knowledge of how the product would feel after it curedYet he indicated product replacement for the problem area would be adequate.The customer installed the replacement material and coated it prior to it curingAs this product is a two part epoxy product, mixing it incorrectly will cause the product not to cureHad the customer contacted us prior to coating the uncured material we would have been happy to helpIn fact if you review our communications, I have been trying to help this customer at all hours of the day and night and weekends via my cell.At the end of the day, we told the customer exactly what they would get, even though it was not what they wanted to hearThey installed it improperly and coated it with a system that we did not sell nor promote compatibility withWe have gone out of our way to help this customer and we have already arbitrated this dispute via ***. This case should be closed and or expunged because it does not meet the criterion for Revdex.com involvement.The customer purchased and received the item they ordered.The customer has decided that a different product would be better for their needsThat does not negate that the product we sell is appropriate --and in fact more appropriate.The supplier has made reasonable efforts to accommodate the customer, including but not limited to replacing material at no charge and working with the company the customer purchased the system from to create a better resolution.Sellers assertions are backed by substantial evidence while the buyer chooses to simply engage in name calling.Sincerely,Justin K***

Complaint: ***
I am rejecting this response because:Lies and more accusations yet againhe just cant admit he is wrongI followed
the directions to the T and most of it did not harden, at first I thought it was
only a few spots but after tearing it all out it was a lot more than a few spots
that did not hardenIt was the wrong product for my application and he knew it,
he also knew what Epoxy I was coating it with as wellHe acts like I bought it
knowing it was a wrong product for my floor and trying to make it out to be my
fault which it is notHe told me this was the one I needed and was the correct
product, why would I buy something that was wrong for my use? Of course I would
notThe other company sells the same product so it is compatible with their
epoxy so that is incorrect as well
All
this time he has said he has tried to help, he has not once made a single phone
call to me trying to help, the other company has called me and helped me out
like a company should, this guy relies on cell phone messages and short replies
that are not any help and only provoke more questions
In
the end I am a consumer that is unhappy with the product and service that I was
sold as it was incorrect, so this report is to warn others they may receive the
same service as well and is fully what the Revdex.com is for
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Let me apologize in advanceI am not in the office today and replying from my cell phone because I do not like these matters to waitI do not have access from home to the series of messages that has been exchangedI compiled that into an indexed PDF and provided it to *** who found this claim
to be unfoundedIf you would like a copy, please let me knowEpoxy products require skill and attention to detailThe products rarely fail but sometimes the method of installation or even the installer can cause a failureThat is why we are very specific in our term and conditions about this type of product. ***The customer came to us looking for a coatings solutionWe provided several estimates for the projectThe customer decided to go with another solution from another manufacturerThis manufacturer, I learned after the fact, advised the customer that they do not suggest joint fillers with their system . The customer continued to have conversations with me about productHe wanted something 'hard' and referred to the series we sellI advised the customer that we do not suggest putting 'hard' products in control joints because it will either crack or cause the concrete to crackI advised the customer that we use a tough but flexible product and gave him the spec sheet --again thinking this was part of the system we quoted him.The customer received the product and installed most of it without issueHe mixed the product parts wrong in a small spot which meant the product did not cureAt his request we replaced the material as a customer serviceThe customer was in a bit of a rush at this point and installed the product and then coated the product while still soft.We had the manufacturer pull the retain (the product they keep aside to test after failures) and when properly mixed and coated the product performs to specificationWe have reviewed the customers photos and discussed the project with the company the customer decided to go with.I spent several hours working with that company to arrive at a full and complete solution for the set of problems this customer created for himselfThe floor, not just the joints, is covered with bubbles and not installed properlyThey are going to provide him the material to fix his errors at their costThe customer is simply trying to recover some of the costs of his mistakes from us.We are a service oriented company and this is reflected in our record with youHere we have already replaced material free of charge and the customer still failed to follow directionsWe do not believe we are liable for a refund and have already sucussfully defended this as a chargeback --because the facts are clearly on our side.Justin K***presidentGarage Flooring LLC

Complaint: ***I am rejecting this response because:These are complete lies and accusations just like I said the owner would tell.First all, I did NOT buy an epoxy coating from him, I bought a joint filler, so any reference to epoxy flooring isnt what this issue is about.Secondly, the company I bought the floor coating from DOES sell a joint filler and recommended the correct one for me, it was just twice as expensive from them as one was here so I bought it from here, guess you buy cheap buy twicehas been used for years and is the tried and true, why he recommended this one over it is the poor recommendation.Here goes the "blaming on the customer" part this company does.I did not mix it wrong, and it is not just a small spot, in tearing it out ALL of it is like a soft sticky clay and it is uniform in color, if it was not uniform in color then it could have been mixed wrong but it is so it cant be wrong.I did not fail to follow any directions, its not rocket science, you mix equal parts of A and B together and mix wellI have been working with Epoxies for over years in mold making so have plenty of Attention to detail and know what I am doing, and know a faulty product when I see one.There was no rush, the joint filler was coated over the listed recoat time in the data sheet, so another lie there.I have also not sent any "photos" to anyone other than one single one to him showing it peeling up over his joint filler product which I can send you as well.He replaced some of it because he knew it was a faulty product and did not harden properlyHe has also not spent "hours" on anything with the other company, I have of course been in contact with themThere is also not anything wrong with my floor other than where the joints are covered over HIS product peeling and soft and some dirt specs from the roller shredding so he clearly is making stuff up.Hopefully this will warn people what kind of service to expect when they receive a faulty product and not to buy the flexible joint filler from these people.Looks like they changed their name from *** *** *** or *** * *** which had a F rating, click at the bottom of this listing to see for yourself
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]