Princess Nails and King's Nails

On 1/11/16 Mr. [redacted] called to schedule coating his garage floor beginning 1/13/16.  During the installation we were available for all questions from the homeowner including time frame and questions from Mrs. [redacted] regarding the smell of the coating.  She had asked on multiple times...

how we could stand the smell of the material. At that time she never said to me she  thought there was no smell and it was low voc.  I was later yelled at by Mr [redacted] on the phone 1/15/16 stating we represented the material as being a low voc product.  I stated I would never say our product is a low voc product.   I believe Mr. [redacted] displeasure with  the smell and few other issues  is the reason he has filed the complaint.  But Mr. [redacted] was yelling at me on 1/15/16 before the work was complete.  I told him I would be returning on 1/16/16 at 11:30 am to complete my punchlist.  The punchlist included: baseboard touch ups, correcting approx 5 small bubbles from material and applying paint strip outside of garage door.  He repeatedly yelled at me saying I had poor communication and we are unprofessional.  He said I was lying about the product being low voc.  I tried to explain I have been installing coatings residentially and commercially for 15 years and I would never say the product is low voc.  Plus I told him anything which I was coming back on 1/16/16 would be easily corrected.   He texted me on 1/16/16 at 8:30 am to say he didn't want me to come at that time.I texted him back and told him I would need to reschedule for Monday afternoon. He sent me another text on 1/17/16 saying the floor had multiple defects and there are cracks in the floor.  He also said he placed tape over issues he wanted addressed.I came out Monday afternoon and spent 2 1/2 hours carefully going over his 50-100 tape marks.  I was really surprised that Mr [redacted] had placed tape over hairline cracks in his concrete which are not correctable by our coating.  I did my best to correct his issues.  But as I stated to Mrs. [redacted] these are hairline cracks that are created by the concrete being a post tension slab.  I also told her it states in our contract that our material is a thin mil coating that may allow blemishes including cracks to be seen.  She said we didn't have them before.  After my time attending to the issues the [redacted] are unhappy with I was told Mr [redacted] would look at floor and call me.  He never called me instead quickly filing this complaint.  Since Mr. [redacted] is unwilling to pay and communicate I would request an arbitrator to settle this matter. In the meantime I will need to take other actions.  I have included our contract with Mr. [redacted] which states the conditions and warranty of Dreamcoat Flooring's services

An inspection was made on 11/24/2015.  During the inspection it was found that water moisture was present in 1 spot where coating was lifting.  Spot was tested to register moisture levels exceeding 20%.  Customer was informed of the high level of water which causes coatings to lift.  Spot is on outside of garage and is vulnerable to water efflorescence.  Our warranty does not cover lifting due to moisture.   The 2nd spot  was a soil or stain caused by homeowner dropping a chemical or acid on floor.  It it appears to be a drop of battery acid from where his golf cart parks.  I touched up the spots the best we can without charging him.   In order to remedy his complaint he would have to do the large areas and not a touch up.  Recoating the large areas would be additional.  I have sent a an email to homeowner reviewing our inspection on 11/24/2015 and a response to correcting the spots.

I do not agree with John's response about me not calling him.  He returned 1/18/16 applied some stripping and told my wife that we could NOT walk on the floor for "a few days."  My wife told John that my husband would look at it after it had supposedly had dried in "a few days." It has only been 24hrs and I have not had the opportunity to inspect the floor.  There is still areas on the floor that you can see concrete were coverage is less that what was promised.  And John did not fix all the air pocket craters you can still see them. With regard to payment, I have NEVER told John that I would not pay him,  but do to the unprofessional look and still having defects noticeable I do not feel that I should have to pay the full amount.  Plus I personally NEVER signed a contract with John. He simply write in "Verbal" for my signature is illegal and not a legal binding contract.  A binding contract is when BOTH parties sign not one party!

We have addressed the problem.  It was a non warranty issue caused by stain discoloration of coating and water efflorescence on the outside of garage floor.  Neither are warranty issues but have been corrected in good faith to satisfy customer complaint.  Issue was resolved 9/24/15 @...

9-930 am.Thank you

I was great that John M[redacted] came out on 11-24-2015 and finally serviced our complaint in a timely manner after complaining on 11-18-2015. BUT, the repair as you can see does NOT at all 'blend in'. i/we thought it would dry or something; but it did not. so, pictures were taken, and I apologize for not getting this answered right away, as it was due to the holiday and several projects on board.I would recommend a REDO or TOUCH up as both are very, very noticeable.  THKs>[redacted]  c [redacted]