ComplaintsforDecocrete Services LLC

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ***** of work was not performed as agreed and charged for. The ******** stated "all old finishes will be removed down to bare concrete" The process required a Industrial Diamond Floor Grinder machine attached to a HEPA filter. Instead the ******** sent 3 little boys with hand grinders and no Decocrete Management oversight. The pool deck was not prep correctly and Marbelite Polyspartic Products applied over old loose pool deck finishes causing cracking & delamination. The ******** were contacted several times and homeowner requested the ******** to come to the job site prior to applying the Marblelite Polyspartic Products to which they refused to honor the request. If the ******** had cared so much that was the time to prevent what occurred and caused cracking and delamination immediately after the 3 little boys decided to apply the finish over poorly prepared concrete. The ******** are now full of all types of excuses and do not warranty cracks and delamination caused due to there negligence. If the lazy ******** had come to the job site to inspect what the 3 little boys had not done we would not be here today with these issues. The ******** would of had a correctly installed product a happy customer and referral for more work. The ******** want the unsuspecting *onsumer to believe they are business people of the year and pride themselves on the services they provide. The take away here is perform the work you agreed to and charged for. The ******** are professional con men not producing a cracking policy at contract time and not disclosing the useless warranty of 10 Years if get the * Team or 15 Years if you get the A Team. The ******** for months ghosted us lied and attempted to remove reviews based on more of there lies. The little boys damaged 3 screen panels with poor decisions and care at a cost of $250 x 3. The incredible mess the little boys caused by not using the *ommercial Industrial Diamond Floor Grinder without a HEPA Filter *ollection System.

  

  Business response

  02/27/2024

  The customers' revision of history is very obvious in this situation.  We do not employ "little boys", and we do provide oversight on the work ***********.  We have visited their project numerous time before, during, and after installation.  We have even returned to try to satisfy all of their concerns.  There is nothing to address on this project.  Their claims that we did not prep the surface correctly is completely without base or evidence.  There is nothing peeling, flaking, or bubbling on their pool deck.  The surface is sound, durable, non-slip, and attractive, just like every one of the dozens of pool decks we install each month.  The fact of the matter is, we provide cost-effective alternatives to apply products over top of their existing concrete, in order to avoid having to replace it with new concrete or pavers.  But existing concrete has cracks in it, some more than others.  The customers' deck did not have an abnormal amount of cracks, but the ones that were pre-existing have returned slightly, in a "hairline" form.  This is to be expected, and we always prepare our customers for this possibility.  It is nothing that we can prevent, nor could any other company in the industry.  But this is nothing to be alarmed or upset about, because they do not stand out, and they returned smaller than they were before our treatment.  They do not affect the function or performance of the surface in any way.  AND we have STILL promised the Customer that we will continue to back their warranty if anything on the deck itself begins to peel.  However, nothing on the deck is peeling.  The pictures they have posted only prove this, it only shows very standard, common hairline cracks, that are not covered under warranty, and no company in the industry warrants cracks, it simply is impossible.  It is unfortunate that they refuse to accept this, because we are still happy and willing to honor any other valid claims they may have, if and when that arises.  But to this point, they have been beyond reason.  DecoCrete will not be granting any form of refund on this job because there are no defects or failures.  However, I have agreed to pay for the "damage to screens" they claim, if they would simply provide receipts for these repairs.

  Customer response

  03/01/2024

   
  Complaint: 21346296
  
  I am rejecting Decocrack's response because: Poor workmanship - Unethical - Lies - Deception

  The ******** are Bold Face Liars that spend more time telling people how ethical and great they are through marketing & review manipulation. To date the Ethical ******** refused to produce the policies that they defend on cracks & delamination & warranty. If they are proud of the results at this job site then they should be proud to share it with the community. A logical question is if they are the best and have so many happy customers with quality finishes what went wrong at this job site.  What went wrong is the hands of 3 little boys with hand grinders and the Lazy A** ******** refusal to come out to the job site when requested several times. The process of Polyspartic products and preparation is a one shot chance and if preparation is short changed or Polyspartic process is not followed this is the end result. There are no do overs as from here it's a band aid job. The ******** should hold there heads high and stopping complaining about sharing our experience with the public & put there Big Boy Ethical Pants On !

  A Warranty is a guarantee of product & Services. When the product cracks and delaminates a few days to a week upon completion it is not a warranty issue. It's a installation issue that circle backs to the use of little boys with hand grinders not a industrial diamond floor grinder that I was charged for. The issue, blame and responsibility circles back to the Lazy A** ******** from Decocrete Concrete Services of ******** ******* !

  No one cares to what effort is used to prevent the experience shared with the public. Court judgement on there record is next.

  DONOT RECOMMEND WOULD NOT REHIRE DECOCRETE CONCRETE SERVICES OF ******** ******* 

  Sincerely,

  ***********************

   

   

   
  

  

  Business response

  03/04/2024

  It is unfortunate that the customer is unwilling to meet compromise, listen to reason, and only continues to make unbased demands.  We have done nothing short of making efforts to please the customer on-site, honor our warranties, and offer to pay for "claims of damage" that there has been no proof of, and that we never heard of before the attacks here on BBB.   They attack our reputation, fling accusations of our ethics and integrity, and remarks of lies and deception that is completely subjective.  The situation is much simpler than they make it out to be.  They think we can control cracking in concrete.  No one can, and we have never claimed to be able to do so.  Nothing on our website, warranty, or contract says such.  They assumed this, and there is no way we can convince them that this was discussed and covered beforehand.  These minor cracks will not get worse, and they are certainly no worse than when we arrived.  They were treated correctly, and it is unfortunate to see they have returned, but hey are minor and are not affecting the performance of the pool deck whatsoever.  Once again, despite all their relentless efforts to attack our reputation, we will still honor our warranty for them, if any peeling, chipping, fading, or other things not related to cracks occur.  And our offer to pay for any damages they claim to have had, remains on the table, as long as receipts are provided.  We do not feel that is unreasonable to request.  While we hate to see such malicious things said about us over and over again, and such a poor representation of what we stand for, we have chosen to just allow our history and body of work to speak for itself.  When you see hundreds of positive experiences posted about us, in which not one other person ever uses the words like "lies" or "deceit", the common denominator speaks for itself.  We are confident if you were to look up the history of reviews by this customer, they are rarely every happy with the experience of a contractor, if not ever.  We consider this matter something that we cannot resolve with them, no matter what further efforts we make.  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible Accountability We worked with DecoCrete this past summer (2022) to redo our dated pool deck. They seemed to be pretty reliable, so we went with them. The deck was completed, and we loved it, but the issue was that the deck wasnt gritty enough so when it was wet, and you walked on it with bare feet it was still slippery in large spots we were told to wait for the oils to seep out of the material and then it wouldnt be slippery (which was not mentioned to us before it was applied). Well, my sister almost fell I slipped coming out of the pool and my 2-year-old nephew did fall. They said we had to pay for more grit to be applied to the surface so we did it and they mentioned some white spots might appear but not many and they would dissipate, which we were willing to live with.Well, they came out and applied it left all the diamond powder on the deck which we had to clean up and its been 5 months now and the deck has huge white spots everywhere and shiny uneven epoxy streaks like they rushed through it it is so annoying to look at in the sun that we called them back to see what our options were. The owner came out and said he could help fix it to where it could blend better so we moved everything off the deck, power washed it and dried it then we talked to the sales guy/scheduler, and he said it would turn the deck white and it wouldnt work. We were super worried about the contradiction and called the owner and basically last minute the fix was canceled.Thats where it quickly became our fault for paying for more grit which is absurd since they are the professionals not uswe just didnt want a slippery pool deck! I was reassured by the owner that they would come to a solution and that he would send me a new proposal its been over a month and he doesnt answer my calls nor texts I even took into consideration the hurricane for the delay but I dont even get a response now. So we have been ghosted and paid thousands of dollars

  

  Business response

  11/10/2022

  Slipperiness is a very subjective opinion unless you can standardize the gritty effect we apply by hand on every pool deck. We have in fact standardized this and were contracted to install the pool deck this way. ?On the final day of installation the customer visited their neighbor (a past customer) and requested the installers change how we traditionally install this gritty powder to the deck, which the employees did. 
  This resulted in a pool deck the customer was not satisfied with, which was a result of their requested change at the 11th hour. 
  From here the customer personally called the installer and ask he returned and apply a new top coat the way its normally done and apologized they messed up the process. 
  The customer was initially satisfied until they wanted it to be even more gritty based on a separate job we did for their neighbors garage floor (it was a white floor with extra grit added by customer and only aesthetically acceptable bc the white floor hides the white gritty splotches)
  We did however offer to return and apply a 3rd top coat to fulfill the new request and bc this was a personal preference request we asked the customer to cover the materials only this time, the third time (which was approx $800) 
  From here, we notified the customer of potential white spots and sheen variation from all the gritty powder they asked for. Once the 3rd redo was done and the white spots came the customer asked for a 4th redo. This is where we are very uncertain on what the customer really wants.
  ?We at ********************** have never ghosted anyone. When a conflict arises we want to be constructive and fair. We work with reasonable customers on outcomes that bring about satisfaction and quality work. 
  As of now; weve offered to refund the $800 and the customer declined and asked for a redo number four.

  Customer response

  11/10/2022

   
  Complaint: 18384835
  
  I am rejecting this response because: this is not a resolution and the information isnt accurate. 
  

  After the initial completion of the project we noticed it was slippery we were told this is an anti slip product which we were sensitive to because we have kids. Anti slip is not subjective its what we were purchasing. 
  

  The job was completed and we waited a bit before we asked what our options were to get it grittier. We were told to pay for a reapplication of the powder and that some white spots might occur. No discussion of large streaks all  over the deck. We called about this and you told us to wait because it would dissipate we waited three months because this all happened at the beginning of the summer.it still doesnt look good at all.
  

  I spoke to the owner and we discussed the $800 refund, which I wasnt satisfied with because its going to cost us a lot more than that to fix the deck. He said he would get back to me with a proposal of what he could do for us. We got off the phone in good spirits and then I havent heard from anyone. No email and I have followed up numerous times and I havent heard back or received an email. 
  

  
  
  Sincerely,
  
  ***********************

  

  Business response

  11/16/2022

  The Nelsons received a flawless pool deck as contracted. 
  
  The Nelsons asked to change how we install the final top layer (there are 4 total layers and days of prep work prior to this last top layer being applied)
  

  The Nelsons then were unhappy with the change they requested and asked the employee via text and phone conversation to change it back. 
  

  The Nelsons then disliked it yet again and asked to change it a 3rd time which we asked the Nelsons to cover the material ($800) 

  The ******* then asked for a 4th attempt and we have been very willing to accommodate (we asked to have a conversation first in person to NAIL DOWN EXPECTATIONS)

  The Nelsons are now asking for a complete refund, which unfortunately will not take place.
  

  The resolution remains; to sand off the layers the Nelsons asked for, re apply the surface how it was originally done and should have stayed; AND accept the $800 back as a token of Decocretes willingness to satisfy a customer (this will not void any warranty)

   

  Customer response

  11/17/2022

   
  Complaint: 18384835
  
  I am not sure if you are confusing us with another customer. You were at our home for one day. Not four days.  You are correct the original completion looked fantastic but it was slippery which is not what we were sold. We asked if it could be grittier and that it would cause a few white spots not half the deck being white and streaks everywhere I dont understand how you think we asked multiple times for this to be fixed since we waited months before reaching out based on your recommendation that the spots would dissipate and they didnt so we called. We only reached out to the owner once and asked if we could come up with a compromise which I thought we were on the road too. I spoke to the owner about the $800 not being enough and thats when he said he would come up with something and send us a formal proposal on what he could do we havent received anything which is why I am complaining. Also since this whole charade we havent been reached out to in weeks if ***** the owner wants to reach to us that would be great but we havent heard anything. 
  

  I do not want any more work done to the pool deck by your business. I never requested a full refund. I would have been satisfied with half returned but I was never given an opportunity to negotiate since the owner never sent me a proposal to remedy this which was in my initial complaint. 
  

  $800 does not come to close to the quotes we received to fix the deck. If Decocrete is unwilling to negotiate then I reject this and hope this review is posted publicly. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In November 2021 Decocrete quoted to supply and install a new pool deck at our home. They were the company that was selected to do the job, which they completed in December 2022. In July 2023 we noticed some areas that are soft and cracking. I made several calls and sent several emails to the company owner without any response. On my 5th attempt to call I dis reach the owner and he asked me to send pictures which I did on August 6th. Since then I have again made several attempts by voice mail and email to reach him with no response. This is well within the one year warranty promised us.

  

  Business response

  09/25/2022

  I have met with the customer in person and we are in contact with each other for scheduling the repair

• Initial Complaint

  08/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of work3/2/22, met with ***** and My sister to discuss concerns of the job, was assured by ***** his process would solve my problems so told him to proceed with the job, after a short time started to notice some cracking and separation of the material from the concrete and cracking in the surface, called ***** and sent pictures and was assured it would be looked at and repaired, weeks went by and no follow up or contact, called several times and got voicemail but no returned call or follow up, this has been going on since March and nothing has been done or any attempt to repair. This is very disappointing as I thought I was dealing with a reputable company. I am at a loss as to what to do next.

  Customer response

  08/30/2022

  No response from the company, being ignored as per usual.

  

  Business response

  09/15/2022

  Thanks for your patience in allowing us to deal with this.  This customer is out of town indefinitely and it has been difficult to make resolution.  However the customer has been diligent about communication and I lapsed for a time in getting back to him.  We are in talks about attempting repairs and are looking to resolve this complaint.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩