Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/15/2020 my wife and I signed a contract with Everstone Floors Of NEPA Inc. and had a floor covering installed on our front porch and in our garage. The total bill was 9434.00 The salesman ***** ***** told us we would have a 28 year warranty on the garage and a 20 year warranty on the outdoor floor. He told us that if we ever notice any loose material starting to come loose on the floors, we just need to call and the warranty would cover them coming out and recoat our floor. We've noticed this problem approx. 2 years later and have been calling and trying to contact them for months and we just keep getting phone number after phone number to keep calling all different members of the company but not having any success. Finally, they called me about replacing roofs in our area and asked if I were interested and I said yes so I could get someone here to show them the floor problem. The original salesman stopped at our house and looked at the floor and said he would talk to his boss and they said they could recoat the floor but I have to pay for materials. I was very disappointed as this was suppose to be under warranty for 20 years. He told us then that they discontinued this style due to many other problems that there is a chemical reaction in the stones and the epoxy coating allowing it to come loose. So we being angry agreed to pay for the recoating material to save our floor because it is made up of small stones and every day we notice more loose stones and soon, our flooring is going to look aweful as it will soon be very uneven and porus. After agreeing to recoat the floor and us paying for the material to do so, he gave me yet another phone number to call to set up an appointment to get the problem fixed and then that person gave me another number to text photos of the porch to and said that person will contact me and get a date set up. It's been another month and still no response and yet our surface is still falling apart. Almost 10,000 dollars for a project and getting these kind of results is very bad business. This company seems to just make a sale, take your money, do the job and run. We are very disappointed that we did this project.

  Business Response

  Date: 07/18/2023

  7-17-23

  ***** has a 20 year warranty on his garage, patio & walkway. I will include a copy of his contract to show you this. As far as loose stones, our Rep ***** would not have told ***** if he notices loose material that the warranty would cover it & call in. ***** is not a service tech. When stones are coming loose that's when you need to get a warranty coat. This is the homeowners responsibility. Everything has maintaince noting lasts forever. I like to explain it this way to homeowners... EXAMPLE - when you buy a car, you need to keep up with oil changes and rotate tires to get longer wear and tear. ***** must keep the area clean of debris also. What happens when you have dirt buildup stones start to pop out. When winter comes & it freezes it will pop out also if dirt is embedded in this. We sent a service tech out to determine what was happening. 
  As far as ***** saying he calls & is given another number to call is not true. When you call the office a message is taken & emailed to the Scheduling Manager. We also include the Vp,executive assistant, & anyone else that may be involved depending what the call is about. The scheduling manager then reaches out. This is our protocol for every call! The toll free # is on top of his contract. It is ###-###-####. When I send you the agreement you can see this for yourself. 
  8-3-22 ***** seen one of our stands at a market & was complaining about his garage and porch we did for him, saying it is dirty, spots raised up because of a reaction with the material. The lady that was at the market contacted our service department. 
  We called on 8-3-22 7:52 am & left a message on ###-###-####. This was the first time we learned he was not happy. We did not get a call back. 
  5-9-23 We received an email from a company we pay for leads. Their info was given that they were interested in a free quote for a roof replacement. Our call room called and set an appointment for 5-9-23 When our Rep went out he explained to call in the office to schedule for a service guy to come 
  out. 
  We called again on 8-19-22 & left a message for them to call, regarding their concern & asked for them to send pictures to our work cell phone. We received pictures & informed ***** he needs to pressure wash the tire marks & it will clean up. He was also informed he needs a coating. We gave a price for the patio & walkway. That was the last we heard from *****. He never responded back. So since it has been almost a year we can technically void their warranty since they neglected to keep up on their warranty

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I signed a contract with this company on 7/20/20 in the amount of $14500 to complete a patio in my backyard.   Based on the type of loose stones that they used, the 20 year warranty seemed very attractive to me.   They claimed I voided this warranty by not having it power washed.   During the summer of 2021,  the stones were starting to come up simply by washing it with a hose.   By the end of this year, the problem became a lot worse as the stones were starting to go into my inground swimming pool.   I called and started to receive text messages from a person in their office named Gabbi.   She asked me a question and asked if I power washed the deck and said No as the stones were starting to come up simply by washing it with my hose last year and continued to get progressively worse this year.   According to the attached contract, the Warranty section clearly says - "can be" cleaned yearly by a power washer - not "must".   The owner clearly did not want to deal with me and adamantly stated I voided the warranty and would not help me.    They did not even have empathy for my late husband who passed away last year and would honor the contract out of respect for him and good customer service even if it was my fault which it wasn't.   There was no abuse on my part, just faulty installation and workmanship on their part.   No one ever mentioned any of this to me and just wanted the sale.   If that was a main selling point,  I would have educated the consumer so they would be in the know.  Clearly hoping the consumer would not read it and acting like they have no responsibility.   I even offered to pay 1/2 if they even had the courtesy to talk to me on the phone.  I think because I live far away from the main office they are not interested in helping me even If I paid for the entire job.   $14,500 was a lot to pay for what I got and they can't even put some epoxy down to help out a poor widow selling her home.  They are a disgrace!

  Business Response

  Date: 09/28/2022

  ****** called in to our office on 8-16-22 She sent us pictures of areas where the stones are popping out. Gabbi asked her when she pressure-washed it last. She stated she never has. She did not mention using a hose until after Gabbi explained that she needs to pressure wash it to keep the dirt from building up. What happens is the dirt builds up and over winter it will cause stones to pop out. ****** told Gabbbi she is selling her home and it needs this fixed. Gabbi got a price from me to do the repairs and to coat it. ****** said she has a warranty, and this should be free. Gabbi explained that it is her responsibility to keep up with the maintenance and she also neglected taking care of it by not keeping the dirt from building up. 
  I informed Gabbi to let ****** know that if she does not pay for the coating needed and the stone repairs, her warranty will be voided. ****** did not want to pay for it so we, 
  unfortunately, voided her warranty. 
  ****** signed her contract on 7-20-2020 not as she stated on 7-20-2022 
  It is on the back of ******'s warranty it is her responsibility to keep it clean. Do not let dirt build up. I will include a copy of her warranty for you to see. 
  The owner does not respond to customers. He hired people that have their roles. If he responded to all customers, I would be out of a job and Gabbi. Along with the other 11 office staff. 
  I'm sorry ****** feels Gabbi did not have empathy for her because she lost her husband, and that we should help her out not obeying our own Warranty guidelines. If I was told she recently lost her husband and why we should help her I would probably think she is trying to play a guilt trip on me. I have many customers that are dishonest to get what they want or get a better deal. I am not going to lose my job of 21 years not following company rules/guidelines. Rules are rules and warranties are warranties for ALL. I am not going to treat someone differently because they lost their husband! I would like to add Gabbi did not have to verbally give her empathy. Gabbi may feel uncomfortable doing so. The fact that ****** stated Gabbi did not provide good customer service for her neglect is absurd. From the letter, ****** wrote ! honestly feel she is trying to play a guilt trip. 
  ****** stated there was no abuse on her end just faulty installation workmanship. That is not true. If it was a faulty installation or workmanship (which by the way is the same thing) it would have happened right away. Within a few days of installation. 
  ****** also stated it was not mentioned to her about the warranty. This is all on the back of her contract. We do not use small letters that you cannot read it either. 
  ****** stated she offered to pay 1/2 if we spoke to her on the phone. Gabbi has been in touch with her. As far as paying the money...I have no idea what she is talking about. Unless she is trying to get 50% off from the warranty. We do not do that either. We have a set price for the square footage. We have a minimum also. It does not matter where you live. ****** stated she paid a lot of money for what she got & we can't put epoxy down to help a widow that's selling her home. This is wrong and the fact that she thinks this way is not right! Does she walk into a grocery store and tell them she is a widow and selling her home so they should give her 1/2 off on her groceries? 
  A warranty coat is not coming out and just putting Epoxy down. First, we would need to go out and pressure wash the area. Then it must dry so we would go out the following day and do all the repairs. This is very time-consuming. Then a coating would be done. 
  ******'s Warranty is Voided for neglect and not taking care of it per the terms of the contract. I would also like to note she made a lot of false statements. This is slander.