ProRemo Experts LLC

Complaint: [redacted] I am rejecting this response because: I do not accept the response made by the business to resolve this complaint Yes, we wanted a different product, one that did not fail as the first product didNo, we did not request a different installerRe: being beyond the time frame: we had been asking for correction since October Unfortunately, in spite of repeated requests, we had no response other than one visit in May After that we did not hear from the business, other than through Revdex.com, until October 8, The installer tested for moisture; the next day we informed him of the resultsThe business assured us that the material recommended and the installer would perform wellWe had no further contact with business or installer until November The installer finished the job 11/5/15; we were not to walk or drive on the surface until 11/11/The business contacted us 11/23/15, less than two weeks after completion, regarding how the floor was doing and if we were satisfied with the installer’s workWe responded that the installer finished the work 11/5/We did not walk or drive on the floor until 11/11/The floor looks good, but problems in didn't show up for more than a month Sincerely, [redacted]

This service was performed in with repairs done per the clients request utilizing a different product and a different installer At this time it is well beyond the time frame for covered repairsBut, we received NO correspondence on this matter since November of when everything was fine The home owners hired Absolute Perfection to apply additional sealant, perhaps they should contact them Thank you for your kind attention to this matter Please call if you have any questions[redacted] ***ProRemo Experts [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We know of the problem and visited the job siteWe have been working with the manufacturer who designed the product to work on a solution This issue is not an installation problem but more of a product issue The second challenge is to eliminate any further issues when we make the repairThe product has to be installed in a cool non-humid environment which the manufacturer recommend we do when repairingWe plan on doing the repair when the weather cools and the humidity levels out to insure the repair sustains itself The homeowner needs to be patient, because we don't want to rush into a repair when we did not know why the product broke down The homeowners are wrong with the statement of the product being installed wrong, we do this all the time and this is the first time we saw this problem with this productIf it was an installation issue the entire floor would have been degraded, but in this situation its about 10% of the space and is only under where the car is parked We will make the repair to the area effected when the installation environment is ideal Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contrary to paragraph of the owner's response, I did not say anything about the product being installed incorrectlyAlso, the paint is peeling in areas other than where the car is parkedGarages, by definition, are meant to have cars in themAn application on a garage floor should hold up for more than four months A customer is entitled to have a progress report and an end dateNo communication for months in spite of my repeated requests for call-backs is not indicative of good customer serviceWaiting as long as I have certainly is an indication of my patience I expect to have a target date for beginning and finishing this project in order to alleviate my concern that the installation environment will never be ideal

Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We know of the problem and visited the job site. We have been working with the manufacturer who designed the product to work on a solution. This issue is not an installation problem but more of a product issue.
The second challenge is to eliminate any further issues when we make the repair. The product has to be installed in a cool non-humid environment which the manufacturer recommend we do when repairing. We plan on doing the repair when the weather cools and the humidity levels out to insure the repair sustains itself.
The homeowner needs to be patient, because we don't want to rush into a repair when we did not know why the product broke down.
The homeowners are wrong with the statement of the product being installed wrong, we do this all the time and this is the first time we saw this problem with this product. If it was an installation issue the entire floor would have been degraded, but in this situation its about 10% of the space and is only under where the car is parked.
We will make the repair to the area effected when the installation environment is ideal.

Complaint: [redacted]
I am rejecting this response because:        I do not accept the response made by the business to resolve this complaint 1. Yes, we wanted a different product, one that did not fail as the first product did.2. No, we did not request a different installer.3. Re: being beyond the time frame: we had been asking for correction since October 2014. Unfortunately, in spite of repeated requests, we had no response other than one visit in May 2015. After that we did not hear from the business, other than through Revdex.com, until October 8, 2015. The installer tested for moisture; the next day we informed him of the results. The business assured us that the material recommended and the installer would perform well.4. We had no further contact with business or installer until November 2. The installer finished the job 11/5/15; we were not to walk or drive on the surface until 11/11/15.5. The business contacted us 11/23/15, less than two weeks after completion, regarding how the floor was doing and if we were satisfied with the installer’s work.6. We responded that the installer finished the work 11/5/15. We did not walk or drive on the floor until 11/11/15. The floor looks good, but problems in 2014 didn't show up for more than a month.
Sincerely,
[redacted]

This service was performed in 2014 with repairs done per the clients request utilizing a different product and a different installer.  At this time it is well beyond the time frame for covered repairs. But, we received NO correspondence on this matter since November of 2015 when everything was fine.  The home owners hired Absolute Perfection to apply additional sealant, perhaps they should contact them.  Thank you for your kind attention to this matter.  Please call if you have any questions.[redacted]ProRemo Experts[redacted]

Initial Business Response /* (1000, 6, 2015/08/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We know of the problem and visited the job site. We have been working with the manufacturer who designed the product to work on a solution. ...

This issue is not an installation problem but more of a product issue.
The second challenge is to eliminate any further issues when we make the repair. The product has to be installed in a cool non-humid environment which the manufacturer recommend we do when repairing. We plan on doing the repair when the weather cools and the humidity levels out to insure the repair sustains itself.
The homeowner needs to be patient, because we don't want to rush into a repair when we did not know why the product broke down.
The homeowners are wrong with the statement of the product being installed wrong, we do this all the time and this is the first time we saw this problem with this product. If it was an installation issue the entire floor would have been degraded, but in this situation its about 10% of the space and is only under where the car is parked.
We will make the repair to the area effected when the installation environment is ideal.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contrary to paragraph 4 of the owner's response, I did not say anything about the product being installed incorrectly. Also, the paint is peeling in areas other than where the car is parked. Garages, by definition, are meant to have cars in them. An application on a garage floor should hold up for more than four months.
A customer is entitled to have a progress report and an end date. No communication for 2 months in spite of my repeated requests for call-backs is not indicative of good customer service. Waiting as long as I have certainly is an indication of my patience.
I expect to have a target date for beginning and finishing this project in order to alleviate my concern that the installation environment will never be ideal.