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Mr. Thalken,

I am very sorry that you are not happy with the outcome of your finished garage floor compared to the vision you had in your mind. Acid Stains are a very unique decorative flooring option and we strive to communicate extensively in this regard so customers are not disappointed and understand the rustic, imperfect floor that they are purchasing. Over the last 15 years we feel good about this upfront education approach we use on this unpredictable and mostly uncontrollable outcome of a true acid stain.
On 5/12 Kayla came out to give you a quote and she explained that people do not commonly acid stain their garage and explained that rustic look and telescoping flaws etc. You were quoted for Medium, Granite and acid stain, but only shown samples of the Medium and Granite chip since we do not carry acid stain samples because they must be done on true concrete and every stain is unique.
On 5/15 you called to discuss how we would protect your pavers from our acid etch preparation that we do Jodi consulted with Richard and called you back.
On 5/25 you called and spoke with Jodi re: the differences between The traditional garage flooring quoted versus the Acid stain you desired. You indicated you wanted a no fuss/low maintenance floor and you were told that the traditional poly coatings will give you a no fuss/low maintenance you are looking for, and that if you choose acid stain you will be on your hands and knees every day trying to keep it clean and you will see tire tracking. After this conversation Jodi felt like you had decided against the acid stain and when Mrs. Thalken was on speaker phone Jodi reiterated that Richard recommends the Polyurethane floors but we will do whatever you choose. Jodi also had Richard call the Thalken’s back to discuss further.
On 6/13 Customer spoke with Richard about adding the area under the shelves in the closet that had not been quoted originally.
On 7/4 Jodi called to confirm the job for the 5th
Crew was there on 7/5, 7/6, and 7/7 to complete the work.
On 7/7 Mr. Thalken called to pay the balance due and Jodi confirmed that Kayla would be out on Monday the 10th to do a routine Quality control visit.
On 7/10 In person at the Quality Control visit Mr. Thalken told Kayla that he was disappointed in the floor, he thought it would be more of a marbled look, he also thought it showed too much dust. He also expressed disappointment that there was a lack of gloss on his garage floor and was not like the samples he saw. Kayla explained that these issues had been discussed at length and that the sample boards he is referring and comparing his floor to, is the polyurethane that we recommended he go with and he chose not to. Mrs. Thalken mentioned her disappointment in the paint that came off of the stem walls but said that she had touch up paint to take care of that.
On 7/10 Richard called and left a voice mail for Mr. Thalken
On 7/11 Mr. Thalken left a voice mail for Richard that he missed since it did not show on his caller ID.
7/14 Mr Thanlkin called during the home show while Richard was working the booth and Richard returned his call on Monday 7/17.
1) Acid Stains are sealed with a solvent sealer, we did use a gloss sealer but solvent sealers are made to soak into the concrete and does not have the same smooth build as a polyurethane floor. Also if it was sealed with a high gloss polyurethane you would see even more dust and footprints.
2) The very dark color you choose will show more dust, dirt water spots and footprints than a lighter color.
3) Paint removal from stem walls, stem walls are usually coated with polyurethane in garages so this is not a typical problem and was not discussed further because it simply was not thought of between the other questions and concerns. Stem walls are very porous and paint does not typically adhere well so when the acid and excess water are used in your garage it is possible to lose some paint depending on the type of paint that was used originally. The fine print you refer to is there for your benefit in case anything is forgotten to be mentioned, and is only fine because all information must fit on one piece of paper.
4) Our crew might not have used as much sealer in the closet as the rest of the floor but it is not by any means substandard. There might also be a visible difference in the concrete for other reasons and these two areas will also wear and age differently as time passes. The offer was made to add more sealer in the closet and that offer was turned down.

I would like to point out that there was no lack of attention or communication where you were concerned, we worked hard to give you all the information you ask for and more. There were eight or more separate conversations with Kayla, Richard and Jodi over a 9 week period communicating with both you and your wife, with only one call was not returned, the work was done just as explained, the pavers were protected, the closets were added, the crew completed the job on time, the price was exactly what was quoted, the offer was made to rectify what we could. Again the team here at Sledge Concrete Coatings, is disappointed that you are not happy with your choice but hope that will change over time.
Sincerely,
Melissa Sledge and the Team at Sledge Concrete Coatings

Sledge Concrete Coatings commented on 07/20/2017