Surface Smart Reviews (%countItem)
Surface Smart Rating
Address: 3580 Aloma Ave STE 11, Winter Park, Florida, United States, 32792-4011
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The pavers on my lanai had been sealed previously by another company that did a terrible job, so I was looking for a company that could undo what they did and seal my pavers properly. I ended up driving through my neighborhood looking for a paver sealed driveway that looked good. I saw a driveway that looked incredible so I stopped, rang their doorbell and asked who sealed their pavers/driveway. They told me Surface Smart and gave me their number. They came out and evaluated the situation with my pavers, which were a complete mess from the previous company. I was happy with the estimate so they started work immediately. It took a couple of applications to overcome the previous crappy sealer, so they ended up having to come out several times. HIGHLY recommend Lucas (one of the crew). He really knew his stuff and took great pride in his work. He really went above and beyond to ensure my pavers turned out great...which they did. I would definitely work with these guys again.
Pavers look terrible. Application was not evenly applied. Created a slippery pool deck with yellow spots throughout. Got the run around that they would come take a look. Been complete silence since then. Gonna cost me a few grand to have It all stripped and a real professional company come out to fix it.
I had Surface Smart reseal my pavers this past week. Lucas and Taylor did an excellent job. Both were very polite and efficient. Company representative Tim stopped by later after the job was complete to make sure I was please with their work. I highly recommend Surface Smart when you need to have your pavers resealed, D.B***/Orlando
Surface Smart LLC pressure washed, sanded, installed poymeric sand & sealed my 2 year old brick paver driveway & pool deck on 7/1/19. I called them after seeing a great looking driveway in my community & asking this neighbor who did the job. After talking with Tim (Sales Rep), he came to my home, measured the area, & made recommendations. I chose to use polymeric sand which adheres between the pavers & does not wash out like regular sand often does, & Infinity Wet Look sealer. My driveway now looks great, & my pool deck is much improved. 2 coats of sealer were applied to my driveway & 1 coat of sealer was applied to my pool deck. I don't know why. Maybe they had some extra sealer & used it up on the driveway or maybe they just ran out of time. Also, a lot of sand got into the pool, which I was able to remove the next day thanks to Pinch-A-Penny Pool Supply in Sanford which has a powerful pool vacuum that I was able to use. With 2 coats of sealer on the pool deck & no sand left in the pool, this brick paver renewal would rate 5 stars. But all in all, I'm very satisfied with the result & it is an awesome improvement - 4 stars.
My pavement resurface did not even last 4 months. Josh, the owner, will not return my calls. Do not waste your money with these guys. The product layer is way too thin to last long.
poor product poor workmanship
On 6/26/2019 Surface Smart wash my pavers, applied sand between the pavers then applied a sealant. I was told that the sealant would need 24 - 48 hours to set. A week later the sealant still had not set. I called to let these folks know that it still had not set. They came out and told me that maybe it was the heat. They proceeded to move the patio items back, the workers agreed that for some reason the sealant had not set! A week later (2 weeks) I told them that the surface was still sticky. Basically I was told to bad so sad. I told them that they had until 7/12/2019 to come up with a plan to correct the situation. I have not heard from them.
My patio is still sticky and very uncomfortable to walk on!
Complete refund so that I may hire another firm to remove inferior product from my patio!
We're very sorry to hear that issues continued with the sealant. All work was performed as we usually do, according to manufacturer's instructions for the product applied.
Unfortunately, while we have control over our workmanship, we have no control over the weather. Due to a prolonged period of humidity and excessive precipitation, we encountered a number of jobs where the sealant took longer than normal to fully cure.
Typically, curing takes a few days, but with excess humidity or rain, the sealant can "reconstitute" and then has to begin curing again. When rain occurs repeatedly, as it did in this situation it can take an extremely long period of time to cure.
While we sympathize with Mr Michelin, there is really nothing that could be actively done to remedy the situation. Time and sunshine with dry weather is the remedy. At the time that I am writing this, I would be amazed if the problem has not rectified itself.
We are happy to take another look if it hasn't.
(The consumer indicated he/she DID NOT accept the response from the business.)
First, they picked and used the product, I had no control.
second, after over a month the product still not completely cured, see picture.
third, the product was to create an even shine across the deck which it has not.
My solution is to call in another outfit to remove the inferior product used and redo it.
Again, while we are sorry for any inconvenience caused to Mr. Michelin, there are simply factors beyond our control such as the weather that can occasionally cause issues.
Every client is given options in terms of the products used. We make recommendations based on the individual job at the time of quote and make sure that the product selection is clearly stated on the written quote.
Due to the extremely subjective nature of what is visually appealing, we offer no warranties either verbal or in writing regarding the appearance of work. While we strive to achieve excellent visual results, each job can be different. Pavers have different levels of wear, porosity, angles, sun exposure, element exposure, traffic patterns etc, that prevent any company from being able to offer any sort of guarantees about appearance.
Again, the product was applied per manufacturers specifications, and we performed service calls in good faith to try to make the homeowner happy, but unfortunately it didn't work out that way. Because all work was performed per proper methodologies and that appearance is not warranted, we are not prepared to offer any monetary compensation to Mr. Michelin.
they were contracted to pressure wash, sand and seal brick driveway. within 2 days of the completed job most of the sand and sealant washed away.
the job was poorly performed. the sand was not evenly filled in the cracks. the sealant was not evenly distributed after 1 rain most of the sand washed away and the sealant is coming away from the cracks. I have called multiple times to discuss. they not once called back and never answer the phone.
the lose sealant must be removed resanded and resealed
today Lucas resanded the driveway. He appears very knowledgeable and responsive. Hopefully this completes the process. Please keep this issue open for a couple of more days to make sure it survives the rain.
Again, I appreciate the work Lucas did.
Poor customer service - uncompleted job - do not return phone calls or respond to a demand letter - poor quality of service and poor workmanship
Quoted $1250, paid and did not complete job after numberous calls, voicemails and texts. They sent staff over but it is worst than when they started.
Payment made, job not completed as promised. Contract date was 8/15/18 and work to be performed 8/23/18. They did power wash the surface but did not complete per their agreement. They poured sand onto my pavers that left so much sand between and on top of the pavers and the bottom of the pool. They were to seal my pavers and instead, I had white marks and large areas of white spray. I called numerous times for them to come out and fix it and their response was that they are so busy and will get back to me when they can and would come by when they had availabilty on any given day. 3 months later, we told them we didn't want them on the property anymore. WE were promised 3-5 days to complete. That was not the case and a poor job at that. They could not possibly be a A+ company.
I want a full refund for the $1250 that we paid.
Here's what happened:
Tim M gave a quote to MRS *** to pressure wash, resand joints with polymeric sand, and seal her pavers in the rear of the house. During this quote her husband was not present. She agreed to have the service performed as spelled out on our estimate sheet and we performed the work as described.
When the crew finished and we attempted to collect payment for the service, we were NOT initially paid. This is because MR (Not MRS) *** told us that the job was not finished because we had changed the color of his sand. He was adamant about having "white polymeric sand." This exists only as crushed quartz, is prohibitively expensive to purchase, and really can only be purchased through distributors. This is also NOT what he had in the joints prior to us cleaning the deck. The ***s gave us Half of the payment for the agreed upon price and refused to pay the rest until the correct color sand was in the joints.
I researched to find "white polymeric sand" and discovered it really didn't functionally exist. When discussing this with Mr., he showed us the "white" polymeric sand he had used because he had some remaining. This turned out to be "tan" polymeric sand from a home improvement store. This differed from the "beige" that we used in that it was an inferior quality product. We intentionally don't use inferior OTC products because of their propensity to crack and fleck away.
MR *** was adamant about having this specific sand in his joints even though it was really not a good idea. We relented and told him we would put this sand over our sand, but that the results would be questionable at best. It would give him the color, but because of the sand being inferior it would likely crack and come out. After his insistence that we would not get paid the balance unless this was done, we sanded over our sand with his at his request.
At this point, we received payment from the ***s, and they seemed fine with the work. I can't even speculate as to why at this point this has become an issue that MRS *** is bringing up. And we take umbrage at the idea that the job wasn't completed. We went to the ***'s property at least four times to deal with the sanding issue so that we could make them happy and get paid for the time and product we invested.
Had MR *** been involved in the initial quote instead of only giving input after the fact, the entire debacle could have been avoided. The seal is still intact on their property unless they have paid to have it removed or removed it themselves, and we have always been completely transparent and available in terms of communication. I would be happy to provide phone logs for both myself and Tim M to demonstrate this.
The idea that this was an ongoing issue without any attempt on our part to resolve is without merit and a blatant falsehood. This appears to be a case of a communication issue between husband and wife, where too many chefs spoil the soup.
I procured their services to clean and seal my outdoor brick pavers on my driveway, front porch, and lanai in September of 2018. Their website and their sales rep, Tim, both state they back their work with a 5-year guaranteed warranty. Five weeks after the job was completed, sand started to come out of the pavers on the driveway and weeds began to grow. I made at least 6 phone calls to Josh to get the issue resolved, many times leaving a voicemail message that went with no response. When I finally did speak to him, he sent a couple of guys out to re-sand the pavers. After the first rain storm a few days later much of the sand came out and ended up on my sidewalk, with weeds still growing between the pavers. I made several more calls, many unanswered, until I found the number of the sales person, Tim, who initially provided my quote. He assured me the issue would be resolved. Again, a couple of guys were sent out to re-sand the pavers. Again, the sand ended up on the sidewalk after the first rain and I have still more weeds growing. Admittedly, it took me some time to reach out to them the most recent time, as I travel for work and have been out of town. I've left Tim a message, more than a week ago (12/28) and have not received a returned phone call. It is unacceptable that nearly four months later and after the work being only almost four months old, I am still having these issues. They had no problem processing the payment, but clearly do not stand behind the advertised 5-year warranty.
Product_Or_Service: Paver cleaning and sealing
Other (requires explanation) I either want the job completely redone (meaning pressure washing, sanding, and resealing) and the warranty upheld, or I want a full refund for the driveway. I've not had the same issues with the other areas, as they are not exposed to weather and the elements. If they decide to redo the work and the problems still persist, then I would like a full refund so I can get it properly done by another company.
Though we certainly sympathize with Ms. plight, there are several items needing clarification that we believe are a result of the inaccurate expectations of the homeowner.
First, all work was performed as agreed on the residence, as well as for her parents. Even per the customer, no issues are noted other than on the driveway where the sand has washed away.
Our company intentionally makes no guarantees over any aesthetic quality of the work we perform as it is very subjective. We offer a 5 year warranty against the buildup of mold and mildew in the pavers, and that is the extent of what we can control. Joints (including the sand) are explicitly not covered in the warranty.
We always strive to provide the best service and to honor all reasonable requests of our clients. Even though sand "wash out" is not covered, we felt that it was reasonable to come do a touch up for Ms.. We did not charge for this trip, the labor, or the product used. We did this not once, but twice after initial treatment.
The sand product we used is the same sand we use in thousands of other applications, and we have minimal issues that have always resolved after a touch up. As noted, her parents and other areas on her property did not have the same issue. We believe that any issues she is experiencing at this point don't relate to our product or methodology in installation of the sand.
Further, we asked Ms. to send us pictures so we could see her issue without making a fourth trip at our expense. In the picture shown, sand is visible at the appropriate levels, and the "rampant" weed growth she describes amounts to a single weed that has germinated on the surface and in the joint (not covered), and is not growing through the pavers.
Again, while we sympathize, it is clear that the level of expectation for this particular client is well above what we provided or we believe anyone can provide. I will be submitting a copy of the warranty as well as the picture of the driveway the client sent us shortly for clarification.
The client still has a valid warranty that is in force protecting against mold and mildew growing in her pavers, and in the event that she experiences these problems, we are more than happy to honor a service request, but there is nothing more that we can do about the sand.
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it interesting the company brings up levels of "expectation" by the customer. It is a reasonable expectation for a business to return a customer's call in a timely manner. They did not. It is a reasonable expectation for a business to provide any warranty details at the outset of service. They did not. It is reasonable for the treatment done to last more than 30 days. It did not. It is a reasonable expectation for a company to come to the location of service to evaluate the issues in person. They did not.
For an issue that is stated as not being covered by the warranty and "aesthetic", it would then seem odd for both Josh and Tim to agree in separate conversations, at separate times, that the sand should not be coming up and the weed growth was due to the sand coming loose from between the pavers. These statements were made by both of them via phone during conversations discussing my concerns with the weed growth 30 days post treatment. Tim even admitted that it wouldn't be out of the ordinary to hear the complaint after a few years, and even mentioned he had recently dealt with a customer who had the same issue, but that it "certainly shouldn't occur after only 30 days".
While I do agree the only area of issue is the driveway, it is worth noting this is the only area exposed to the elements on a regular basis, as both the porch and lanai are under cover. Additionally, as noted in my original complaint and timeline, they re-sanded the pavers twice and the photos were provided prior to the second re-sanding, not after as noted in this response. I requested in-person evaluation of the issue more than once, but didn't receive this inspection. On both re-sanding instances, the young man named Tyler came out to do the re-sanding and when asked if he was given specific instructions, he said he was not. I spoke to him in person on the first instance in October and via phone on the second occurrence. On the second instance, I was only notified they were coming two days prior to their arrival, not allowing me to take off time from again to be there.
With regards to the images, I sent three photos in total, including one of footprints on my concrete drive and walkway, due to lack of care (which still show up every single time it rains). Only three photos were sent because I was asked to send no more than 3 photos by Tim. Had I sent more photos it would have been evident there are more than a dozen locations on the pavers where weeds are growing through. This would have been evident had someone actually shown up in person to evaluate the situation, but they chose instead to simply view the photos I sent. They would also see, upon in-person inspection, there is in fact already mildew growth between the pavers as well.
It is also accurate that treatment was done at my parents' house. While they do not have the same issue I am having, they instead have spots all over their pavers. After two unreturned phone calls, my mother had the impression their issue would also be ignored.
The lack of professionalism and customer care is well below the reasonable expectation of any customer. This response and subsequent justification is no different.
Again we are sorry for Ms. plight, however there are several items that I feel at this point are warranted to point out.
First the idea that we didn't respond to or answer calls. I will gladly turn over my phone records to show the numerous occasions when we spoke to Mrs. about her issue. Even in the client's own rebuttal she indicates she had multiple conversations with both owners. It's really impossible to have a company that both talks to you on the phone about your issues and doesn't talk to you on the phone about your issues. We didn't just show up to resand twice for fun - we did it after speaking to the client on the phone.
Secondly, the same holds true with in person response to the issue. Again, it is impossible that we didn't come out to look at the problem, and also resand the joints twice. This is just a physical impossibility.
Thirdly, the product we used to seal Mrs. pavers is still intact on the pavers as is her warranty unless she has paid someone to remove the product. The sand is never warranted for anyone under any circumstances. It is merely customer service that took us back to the residence twice to resand. This was done completely to try to satisfy the customer and not out of any sort of obligation related to our service and warranties. We have used the same products and procedures thousands of times and it was no different for Mrs..
The service contracted was performed, and two additional service calls at our expense. The pavers are still sealed and we're sorry that for whatever reason the sand is not staying in the joints as much as the client would like it to. Refunding money is not warranted, and retreating is not warranted or advised in this situation as again the sealant is still present and functional.
Document Attached***
This non-response is not acceptable, but not surprising at this point. Additionally, this game of semantics is equally unimpressive. Yes, someone did contact me...after I called them four times, and from a different number and after calling two different people. And yes, someone did come to my house...if they are qualifying the young man named Tyler, who, when asked what the issue was with the sand, replied, " I don't know, I'm just here to re-sand the pavers," as their "qualified" technician to evaluate the issue...that's laughable at best. I also noticed in their response, they didn't even acknowledge the fact that I have mold and algae growing in between the pavers now, which they claim to warranty against...but again, conveniently didn't discuss this issue at all, but instead decided to imply that I may have removed the sealant by stating, "the sealer is still intact, unless it was removed". This is ridiculous.
Additionally, it is interesting and worth noting that when I wrote a negative review on Google for *** and Sealing, which Tim and Josh both claimed to be a part of (and Surface Smart a part of them), someone responded that they are no longer associated with Surface Smart and I should contact them. Now, this doesn't exactly reflect well on Surface Smart and speaks volumes about this service provider (and I use that phrase very loosely). I've attached that response, along with another very similar complaint written about Surface Smart, describing a very similar experience to my own. This appears to be a pattern and how they choose to operate. Ironically, both Surface Smart and *** and Sealing share the same address, 159 Palmyra Dr., Orlando, FL, 32807, and phone number,(407) 392-0888, but yet *** is claiming they are no longer associated with them. This seems a bit odd and more than a bit suspicious. It is mind boggling that either is still in operation. The one positive is this complaint and all of the information will be searchable on Google to save others the hassle and from wasting their money on this awful service.
Buyer beware.....very disappointed with my experience. I bought a brand new house with brand new pavers. After*** sealed my pavers the spots appeared. The overall look is horrible. I contacted Josh multiple times and was lied to over and over. They have never showed up to correct the issue.
We certainly apologize that your experience was not what you expected it to be. Based on our ONE phone call where we spoke, I sent a crew to fix the issue - which has now been resolved to the best of my knowledge. I can't quite understand the disconnect in communication as I have scoured my call logs and have record of only one interaction, but nonetheless thank you for giving us the opportunity to service you and we wish you the very best.