Matthew Dean Twenge

Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: The contract was for $not $It was emailed, but never signed by either partyWhen we discussed the acid stain floor, Matt said he could put in a shiny gray acid stained floorMy floor is brown and not shinyThere is so much concrete slopped along the edges against the walls and on the walls that Matt did not take the time to smooth out that it is impossible for anyone to put up a base trimMatt said the floor he installed was just like the pictures he showed me, but truthfully if this is what the pictures he showed me looked like we would have never hired himI know he owns the business, but I would like to know how many floors he has actually installed himself? As to Elite Crete attempting to contact us, that is absolutely not trueI have actually been having ongoing conversations with JR from Elite CreteHe has examined pictures of our floors and referred us to someone to help fix the floorsMatt has requested to contact our contractor to ask about coming in to fix the floors, but we gave him ample opportunity to fix them while he was here and for him to say it would only take about minutes is ridiculousOur bedroom closet is blackThe other company that is going to fix our floors is going to have to sand everything down in order to fix what Matt incorrectly installedAs to the furnace, yes it is in a closet, it is also less than a year old, what you did not do was tape anything off to protect itThe product you applied ran right under the door and under the furnaceIt then hardened and glued our new furnace to our floorWhen we first walked the job with you, we mentioned to you how important it was to us to protect the existing structures as we had just installed many of them (ie: the new counter, cherry wood bar top, walls, white washed brick, door trims, etc) [redacted] asked you not to set anything on top of the bar, but every day you had your supplies stacked up on it, you broke our new counter, and you did not tape up the walls or doors to protect themMatt you came into our home and sloppily laid a cement overlay without taking the time to bother to smooth it or protect what was thereYou showed up when it was convenient for you and worked only about hours a dayYou were not professional, nor did you bother to install the floor you told us you couldAs to us choosing the less expensive option of the acid stained floor, you assured us it would be shiny and gray as similar to the last photo we showed youWhat it all boils down to is that you did not install a floor anywhere close to what we requested and you said you could do! As for your accusation that we just want to get out of paying, that is not trueWe would happily pay you if you would have provided us with the agreed upon productYou are supposed to be the expert, we are only the customer deferring to your adviceWe expected you to be able to install the floor you said you couldWe are going to have an inspection and then we will discuss the next stepAs to me not responding to you, I have stopped because I have tried to converse with you in a professional manner and your responses have been rude and demeaningI believe that it is in everyone's best interest to allow objective parties to come to a conclusionIf an objective party tells me that you did a professional installation, then I will not like it, but I will honor the contract, but if an objective party says you did not install our floor correctly, I will expect a refund of the entire $2,we paid to you.Sincerely, [redacted] And [redacted]

FIrst I want to describe the contract we both signed and what the job entailed. I agreed to install a cement overlay with a dye based acid stain and a sealant. The preparation required diamond grinding of the existing basement concrete floor. Our agreed to price was $4200 with a 50% down...

payment and 50% upon completion. Before signing the contract I gave you the bid we agreed to and also gave you an estimate for a reflector enhancer finish for $5040. Based on the pictures you gave me, I recommended the reflector enhancer as closest to [redacted] preferences but in the end you both chose the lower priced acid stain floor treatment. 
I want to set  the record straight on your description of the issues. I offered to speak to your contractor to resolve any issues with the baseboards.  I offered to come in and check out the project to inspect things. You didn't respond to that either. Elite Crete, the material supplier and a well known expert in this field,  also asked if they could come in and do their own inspection. They've contacted you several times and you didn't respond to them either. It does not appear that you want to resolve any of these issues, you are looking for an excuse to avoid payment. It is unfortunate that you did not like the choice you originally made in the basement concrete floor coating, but it was completed professionally and based on my experience looked as expected. As the floor was completed per the contract, to high standards, it is clear that you owe Custom Coating Solutions for the balance of the contracted payment $2100.  After the acid stain floor was completed, I am aware that you contacted my supplier Elite Crete for a recommendation for a contractor to install a reflector enhancer, and they gave you my name as the most qualified contractor in the area. 
You also stated that my floor installation affected your ability to place baseboards against the wall. You mentioned that your baseboards not fitting meant that I was in default of the contract. But that was never specified in the contract, nor is it guaranteed to be self leveling from Elite Crete. The micro topping and clear sealant are applied at about the thickness of a business card and should have no effect on baseboard installation. There are plenty of other factors that could have contributed to your baseboard installation. This also ties into your complaint of the floor not being level. Your basement concrete floor was poured nearly 50 years ago, and as is the case with all concrete slabs, it is subject to moving, which will make the floor unlevel. Again, that is not specified by myself or my supplier. Elite Crete thin finish and micro topping are not self leveling products. One last thing regarding this, you also spoke with me during the middle of the job to address your concerns with the edges not being level. I hadn't sanded the floor yet, but after I did, you sent me an email thanking me for fixing it and you OK’d it. My offer still stands that I would like to inspect this to see what you're talking about and I would be happy to fix it. Cement splatter: I apologize for the couple of tape bleeds that I had and the few splatter marks I made. My offer still stands to touch this up for you. It should be a quick and easy touch up with some paint.  I typically would come back and touch up all of my jobs anyway, but by then you were already making threats and registering complaints. At that point you indicated you not only were to refusing to pay the balance, but demanding refund of the down payment. Furnace Glue: You stated that I glued your furnace to the floor. Your furnace is in a closet that I did not touch, so this complaint has no merit.

Complaint: [redacted]I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: The contract was for $4100.00 not $4200. It was emailed, but never signed by either party. When we discussed the acid stain floor, Matt said he could put in a shiny gray acid stained floor. My floor is brown and not shiny. There is so much concrete slopped along the edges against the walls and on the walls that Matt did not take the time to smooth out that it is impossible for anyone to put up a base trim. Matt said the floor he installed was just like the pictures he showed me, but truthfully if this is what the pictures he showed me looked like we would have never hired him. I know he owns the business, but I would like to know how many floors he has actually installed himself? As to Elite Crete attempting to contact us, that is absolutely not true. I have actually been having ongoing conversations with JR from Elite Crete. He has examined pictures of our floors and referred us to someone to help fix the floors. Matt has requested to contact our contractor to ask about coming in to fix the floors, but we gave him ample opportunity to fix them while he was here and for him to say it would only take about 2 minutes is ridiculous. Our bedroom closet is black. The other company that is going to fix our floors is going to have to sand everything down in order to fix what Matt incorrectly installed. As to the furnace, yes it is in a closet, it is also less than a year old, what you did not do was tape anything off to protect it. The product you applied ran right under the door and under the furnace. It then hardened and glued our new furnace to our floor. When we first walked the job with you, we mentioned to you how important it was to us to protect the existing structures as we had just installed many of them (ie: the new counter, cherry wood bar top, walls, white washed brick, door trims, etc). [redacted] asked you not to set anything on top of the bar, but every day you had your supplies stacked up on it, you broke our new counter, and you did not tape up the walls or doors to protect them. Matt you came into our home and sloppily laid a cement overlay without taking the time to bother to smooth it or protect what was there. You showed up when it was convenient for you and worked only about 4 hours a day. You were not professional, nor did you bother to install the floor you told us you could. As to us choosing the less expensive option of the acid stained floor, you assured us it would be shiny and gray as similar to the last photo we showed you. What it all boils down to is that you did not install a floor anywhere close to what we requested and you said you could do! As for your accusation that we just want to get out of paying, that is not true. We would happily pay you if you would have provided us with the agreed upon product. You are supposed to be the expert, we are only the customer deferring to your advice. We expected you to be able to install the floor you said you could. We are going to have an inspection and then we will discuss the next step. As to me not responding to you, I have stopped because I have tried to converse with you in a professional manner and your responses have been rude and demeaning. I believe that it is in everyone's best interest to allow objective parties to come to a conclusion. If an objective party tells me that you did a professional installation, then I will not like it, but I will honor the contract, but if an objective party says you did not install our floor correctly, I will expect a refund of the entire $2,050.00 we paid to you.Sincerely,[redacted] And [redacted]