Epoxy-Coat good customer service

[CosmosMpower]

I'm new on the forum and have been researching garage flooring for my new (first house). I was originally going to buy a home depot cheap kit but came across this forum and got some more informed opinions. Despite reading a few small complaints here about them (which I believe were all resolved in the end). I decided to go with epoxy-coat for the 100% epoxy content, thicker layer of protection and price (compared to U-Coat it etc).

I finally called yesterday around 3:30 Central time and spoke with Christine who was helpful in answering all my questions. I'm moving in this weekend and wanted to get it put in before I move all my stuff into the garage so I needed it by Friday. She was nice enough to hold the UPS truck which had just arrived and was able to get my order out and send me tracking within 10 minutes.

I'm very impressed with the service so far to make sure I got my kit when I needed it. I hope the install and results are this good! I got a full Grey kit with the black/white/grey flakes and will take a picture when I'm done. I also plan to install a 4 post lift in the fall.

 

[rugerlady]

Thanks for the props Let me know if you have any other questions.

 

[Twizzstyle]

+1 for good service and product. My floor turned out great.

 

[L Bones]

Added on to our pole barn & built a shop out of the existing back half.
Wanted a nice floor , so we decided to Epoxy Coat. We have coated our old garage before & it was a great looking floor.
We emailed Epoxy Coat & inquired about the product, Also asked if we could do this in winter time as we live in the Northwest & they said " Yes you can do it any time of year & you can clear coat too!"
We ordered the kits , Ten total from there advice,with clear coat.
This Came to a little over Three Thousand Dollars. The kits arrived in November, it was about twenty degrees the day it arrived from Michigan, via UPS.
We prepped the floor for days Cleaned , Acid etched etc. A nice shop slab very clean & undamaged. Has been empty since it was built.
We applied the Base Color & chips to the back shop half of building, looked Great.
The next day we went out to add the Clear Coat & began our mixing process.
It was then I saw the Clear part A looked kinda milky in color & had a strange Hard like bottom 2/3 rds to it.
We applied the clear to an area of the base coat & the milky mixture was definitely not " Clear " It had little sugar like crystals & bubbles in it.
I did the back roll & stopped. Told my wife & helper we got a problem.
The clear coating is rough & chunky like a gravel road, still milky like too! What's wrong with this clear coating. so bummed, looks bad.
We stopped all work & I called Epoxy Coat Immediately, I told the Lady what had happened to the clear coat process, She Said she would look into it & get right back to us. A week went by & no calls from Epoxy Coat so I called.
She said I was going to call you tomorrow ( Nervously ) I called the warehouse & they said that UPS had left the Clear Coat out in the Cold & that's why it's all crystalized & milky. They said maybe you could heat it up in a bucket of water & then try it.
I said Heat it up, it's been in our heated shop since it got here & it's 75 degrees.
I said the time frame to reapply the second stage has passed also, she said yea you need to scuff the coating before adding more clear now. Huh ? How can we apply this crystal like coating to our shop. She got nervous passed me to the manager who spoke so fast you couldn't understand her.
Said something like ahh go ahead & pour it on there , we do it all the time.
That clear coat is fine like that with the crystals in it. We add clear all the time to old floors. You can put that stuff on. No way. They have refused to help us.
We Have asked for a refund, the whole job is a loss. We have over four kits of this clear that has apparently "froze" & is useless.
They have ignored us & are hiding again. We have given the case to a consumer agency, Attorney General & more.
This product is clearly cold sensitive & we were lied to. By being told we could do this during the winter is not true, for the clear coat anyway.
We are just sick, have had an awesome shop built & spent big bucks on a floor coating only to be left out in the cold by Epoxy Coat.
This is a surprise to us that they just hid from us after saying . " we will get right back to you. Yea.
This is soo wrong by them.

 

[rugerlady]

I just wanted to add my .02. This was not my customer, maybe the employee handling him did originally drop the ball on responding in a timely manner. Unfortunately, it does happen once in a great while.
I did however speak with this customer, and in trying to gain information to see what could have happened, he did not want to answer my questions, hung up on me...and now this is the first I heard from him since. I will speak with his sales rep and the owner of the company.
I will do my best to resolve this.

 

[L Bones]

Not True Christine, We Sent Them a Certified letter with a returned signature on January 20th 2011.

The letter tells the same story & they have yet to reply. L, Bones.

 

[rugerlady]

I do not handle the mail, you were not my customer, therefore, I have not been involved. I said if you call me to calmly discuss what happened, I would do what I could (including going to the owner of the company) to resolve this fairly.
You obviously are very angry, going as far as seeking me/us out on a forum that you joined specifically to try to get some attention. You have my attention, please call me, then post the results here as well.
I pride myself on my customer service.
Christine

 

[Rudyjr]

Not True Christine, We Sent Them a Certified letter with a returned signature on January 20th 2011.

The letter tells the same story & they have yet to reply. L, Bones.

Two whole postings and they hijack someone elses thread for their rant, real classy way to get attention for their problem.

 

[red]

Two whole postings and they hijack someone elses thread for their rant, real classy way to get attention for their problem.

+2 First thing I look at when someone complains (when they joined and how many posts)

 

[GarageEnvy]

+ another for a 2 post hit and run rant in someone else's thread. I'd just like to say that I considered plenty of options and chose Epoxy Coat several months ago. I bought the kits from Lowe's and the polyurea direct from epoxy coat. I called several times and always spoke directly with someone who could answer my questions. They returned calls with information promptly and even had one of their installers talk to me for about 20 minutes with good technical information. Like many of my own clients, I can recommend for or against or just remain silent. Based on my experience with the product and the company I would recommend them. I personally don't think you can find another product that gives the same value (defined as quality per dollar) for epoxy flooring.

 

[PaulR]

Personally I think it's all corporate saboteurs. :tinfoilhat:

A bad review here can turn hundreds of potential customers in the other direction.

Seems as though it's always the case when someone posts a glowing review of something, another person pops in and slams the same product/company all to hell.

 

[Hollowellreid]

Sorry you have to deal with this.

Went to court today to battle it out with a client from last fall.

We try to bend over backwards to make everyone happy and it appears that epoxy-coat does the same. No matter what people say, the customer is NOT "always right". Sometimes things just don't click...