Smart Permanent Coating System

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: In April May, June, July, 2017 I had been speaking back and forth via phone for months with Craig B[redacted] who worked for Smart Coating, then Craig D[redacted] regarding the problems with the job done on my decks. I was contacted on my home phone by Craig B[redacted] who said he was hired to "keep and eye" on Mr. B[redacted], that there were complaints regarding his communication and customer service skills. Mr. B[redacted] sent me an email with a survey which I responded to with detailed info and pictures of the problems.  In my original complaint I mistyped the email, it should read [redacted]. This email was received, it did not kick back as undeliverable.  I kept in contact with Mr. B[redacted], then nothing...everything stopped even after speaking with Mr. B[redacted] and him telling me that my decks were under warranty and would be taken care of.   In September, 2017, I called the same cell phone number that Mr. B[redacted] and I had communicated back and forth on constantly during the ordeal of trying to find out when or if his crew would be coming when I first hired him.  That is a whole other ordeal that we had to deal with.  When I called September 14, 2017, Craig answered.  I asked what has been done to rectify the issues we had talked about earlier in the year.  I was very surprised when he told me he had no idea who I was and had no knowledge of the issue.  He informed that there was another Craig, Craig B[redacted], who left the company, that he, Craig D[redacted] had only worked for Jim B[redacted] just 90 days or so.  Per Craig D[redacted]'s request, I again explained the issues with the mold, paint peeling, etc and again pictures via text messages. He acknowledged receiving them.  He said he would make sure that the problems with my decks would be taken care of.  On September 23, 2017, I again contacted Mr. D[redacted]...I had not heard from anyone since our conversation on 9/14/2017. Jim B[redacted] did contact me on 9/23/2017. He said the warranty was still in affect, that he did not know who Craig B[redacted] was which seemed very strange. He tried to fluff it off that Mr. B[redacted] was probably from a competitor company checking up on jobs that were done by Mr. B[redacted]'s company. Mr. B[redacted] also stated that his own decks were doing the same thing mine are and that his needed to be done over as well.  When I asked how Craig D[redacted] knew the previous Craig's last name, he said "that's what I heard. I was only trying to help you who it was that you talked with before me. Anyhow my apologies for any miscommunication, my intentions are to only help you as I am able. No more contact with Craig D[redacted] or Mr. B[redacted].  I again contacted Craig D[redacted] on October 20, 2017 and heard back from him on the 23rd, and 25th.  At that time, Craig D[redacted] asked for new pictures showing worsening conditions. He stated that, "I am meeting with Jim today at noon which is just about 15 minutes from now I will let him know about your text message and see how he wants to proceed." Later on that day, I received a text message from Craig D[redacted] stating, "I shared your text and pictures with Jim B[redacted] who should be in contact with you." During our my text messages back and forth with Mr. D[redacted], I was given the impression that he had the ability to get something done for me, that was not the case. It wasn't until I contacted the Revdex.com that he informed me that he is in management administration only, that all "warranty issues, scheduling, etc goes through Jim B[redacted]."  As of this date and time, I have not heard from Mr. B[redacted].    My last messages with Craig D[redacted] were cordial.  I apologized that he had to be put in the middle by his employer while his employer knew that Craig couldn't do anything to help me.   I do agree that Craig D[redacted] did the best he could, which unfortunately was only forward texts and pictures to Mr. B[redacted] who I have not heard from.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This was supposed to be fixed last year. There was a severe lack of rain last year. That is a very poor excuse in my opinion. 
Sincerely,
[redacted]

Spoke  with spouse on 11/30.  There was never a question that they are entitled to a refund.  Arranged to do so with him.

Complaint: [redacted]
I am rejecting this...

response because: I initiated the charge back and I do not have access to the money yet. He can either do the refund on his end or call [redacted] and authorize the charge back. Once one of these two steps have been taken I will be made whole.
Sincerely,
[redacted]

We spoke to [redacted]  recently and if weather permits we will complete the project

Complaint: [redacted]
I am rejecting this response because: I can not accept resolution until he either issues a refund or calls or responds to the correspondence that has been sent to him from [redacted] and accepts the charge back. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the business admitted to having cash-flow problems and the vague promise to provide the...

refund "in a couple of payments" with "some interest" isn't specific enough. These promises have been made, repeatedly, over the last several months, to no avail. I would like a written letter of commitment, on company letterhead, sent to the Revdex.com of Connecticut providing the details of the intended repayment plan including dates, intended interest payments and a communication plan should payments be missed.
Sincerely,
[redacted]

The customer reported the repair in the proper fashion.  While he did  call it in in January, we  did not get our installation up to pace until much later this year as a result of rain and damp surfaces.  Our warranty allows us to do repairs on our schedule,  This is not a...

large repair by any stretch and is being scheduled. We apologize for any anxiety over this matter and look forward to its final resolution. Thank youJim B[redacted]

Complaint: [redacted]
I am rejecting this response because: Additional carpentry work on the exterior 3rd floor and rear porches has to be completed before painting can be done. 
Sincerely,
[redacted]

His refund was made on or about 10/23.  The customer, on 10/16, was told 7 -10 days to process.

This is Craig D[redacted] and I would like to reply by first saying that [redacted] is not accurate in me not answering calls or answering her multiple texts to me, THAT IS COMPLETELY FALSE! I cannot speak on behalf of Jim B[redacted] but only myself. I have been nothing but helpful to [redacted] to the...

capacity I am authorized to. I will ask Jim the owner to respond on behalf of the complaints against him and his company   Thank you,Craig D[redacted]

Simply stated, we had started  to do carpentry repairs and developed  a serious scheduling issue. She asked for a refund which we agreed to.  Our records indicate  the check was sent out December 2, 2016 and shortly there after cleared our account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was finally made, but not within the time frame described by the business.
Sincerely,
[redacted]