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Kramer's Tree Service Reviews (5)

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.Per your request, I am sending additional materials regarding our complaint.I am sending Restore4me's initial contract, their evidence of outcome, and their "100% Client Satisfaction" guarantee as stated on their web site, by separate emails.? Thank you for your assistance Regards, [redacted] ?

I will respond directly to the key points raised in the complaint below:Condition of floor after the service - the condition of the floor was indeed substantially improved though some pre-existing stains / discoloration were not fully removed or brought to perfect condition due to the serious nature of the pre-existing condition Before and After photographs provided for this purpose The customer was made aware prior to the job that it would not be possible to address some of the stains for the reasons that ultimately proved to be true We strongly suggested that the customer visit two other sites in close proximity to understand the capabilities and limitations of our process on "old" and previously stained terrazzo - no effort was made to do so "chemical streaks, chemical stains" - these conditions were not mentioned previously by the customer though they have cited stratchesOur initial offer: considering the very poor condition of the terrazzo surface, we suggested three potential solutions in our early discussions a.) deep cleaning of the terrazzo floor that included pre-existing wax removal, cleaning and general floor prep, followed by application of urethane coating (lowest cost and least impactful in terms of restoration, provided by Restore4ME - the solution that was selected); b.) new epoxy coating applied over the existing surface (at a price of about $4-per sq ft - provided by Restore4ME via its business partner) and c.) diamond polishing at an estimated price of about $5-per square foot (based on industry standards) - a service NOT provided by Restore4ME and one which we strongly encouraged be considered through other vendors Options band cwere cited as the only solutions that would bring the surface to like-new condition As we were not in a position to offer solution c., we strongly recommended that the customer consider that option before taking a decision to proceed with the restoration The customer states that at no time did we recommend "diamond sanding" This is a totally claim and one that was never disputed in my post-job communications with the customer Here there seems to be a disconnect in the customer's understanding of "diamond sanding" and "diamond polishing" and the inherent need for post-sanding/polishing service for sealing This mis-understanding has in my view led to this claim Again, I want to underscore that diamond polishing was one of the methods recommended by Restore4ME (as per above) if a like-new condition was indeed the required outcome The customer chose not to pursue diamond polishing for reasons that are unknown to uswe can only speculate that the price of such service was the reason it was not pursued Communication - our worker was clear in his communications to the customer on the last night of the job about the offer He acknowledged the earlier communication about a willingness to stop the work prior to the application of the coating and advised that the President was on site (literally, just a few feet away) in the event that the customer wished to cease activity since all of the stains were not removed.Our offer to remediating offer to apply an epoxy coating for a deeply discounted price has passed As a final offer, we will remove the urethane coating from the terrazzo floor using a diamond grinder and leave further restoration of the terrazzo surface to another service provider.

Company responded via phone: The company has made a final offer of $ The previous offer to remove the urethane is no longer an option

The terrazzo restoration done by Restore4me at our church resulted in a floor that looked no better than it had before the "restoration". The floor is splotchy and uneven in color and has light and dark areas throughout, especially around the front door and the edges. There are new gouges on the terrazzo, chemical streaks on the adjacent steps, and chemical spillage on the adjacent carpet. Removing the urethane to the terrazzo will be an added cost since it is difficult to remove.There were two reasons the Board decided to go with Restore4me. Brian told us that the floor would look good with his method, and that the urethane coating he used would be much easier to maintain than the wax typically used after a diamond sanding. To support his claim that the floor would look good, he produced two photographs of floors (submitted with separate email) which he said had been in bad shape, and now looked good using his method. I did not doubt his veracity, and indeed, the floors in the photographs did look good. At no time did he recommend that we go with diamond sanding instead of his method. If he had, we definitely would have gone with diamond sanding. We had a quote from an established company specializing in terrazzo restoration by diamond sanding for only $more. The President of Restore4me states that when he initially visited the site, he found our terrazzo floor "to be in a relatively high state of disrepair", and uses this as a justification for the poor outcome. We do not dispute that the floors were in bad shape. That is why we wanted the terrazzo restored. When Brian saw that the floors were in such a high state of disrepair, he should have told us then that his method would not be adequate for the job.As the job progressed, I continuously expressed my observations that the floor was not looking good. Each time, the experienced worker reassured me that it would look good once the urethane coating was applied. He was the expert. I believed him.Regarding the President's cell phone call to me about stopping the job, I did not receive his message until the day after the job was finished. When I visited the job site on the last night of the job, the worker did ask me if I had spoken with the President. I said I had not, and Kevin said no more. I was not informed that Brian was on site.Our church Board members depended on the professional expertise and experience of Restore4me. Because of Brian's error in judgement, we are now left with floors that look no better than they did before we paid $2175. Sincerely,*** *** *** *** *** *** *** ** ***

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.Per your request, I am sending additional materials regarding our complaint.I am sending Restore4me's initial contract, their evidence of outcome, and their "100% Client Satisfaction" guarantee as stated on their web site, by separate emails. Thank you for your assistance
Regards,
*** ***

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Address: 1610 32nd St, North Parkersburg, West Virginia, United States, 26104

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