Tropical Paver Sealing

"PLEASE BE AWARE WE DID NOT WORK FOR THIS CUSTOMER From the first estimate we communicated to the customer that their expectations were not the same as the final outcome would be. They had just had the driveway pressure washed and sanded by a family member. We explained to Mr & Mrs. [Member Name Removed] that we would be washing most of the sand down into the joints. The customer wanted us to keep the sand intact. It is impossible to pressure wash and not remove the sand that was above the pavers. He also showed me an area that the sand washed out due to rain. I explained to him that is what happens to sand when it rains it erodes. I explained this a number of times and he agreed then disagreed by the time we reviewed the situation. I estimated the back deck and explained we were not able to do the repairs on sinking pavers in the rear of the deck and we would get out the stains and mildew they had. I did not feel the outcome they were expecting was going to be the same outcome we were telling them we could provide. I did call the son who lives out of state and discussed it with him. I did state I do not feel we can provide his father with the outcome he wanted. The customer on the other hand would understand and then later in the conversation change back to his expectations. The customer then called to schedule, again we discussed we would be cleaning out the sand. He stated “do it your way”. They begged us to do the work since we were Super Service award winners on Angie’s List. When our technicians began cleaning they noticed in various locations on the deck there were “roller” marks as if there was a previous sealer used on the deck. The customer stated it was never sealed. Knowing his expectations, the technicians stopped to explain another type of process that would be needed, called stripping. This discoloration was not noticed on the original estimate because they were hidden under furniture. The technicians explained this would be a different cost because of the time and different chemicals that had to be used. They explained they would have the office call and provide an updated estimate. They began returning the furniture to the deck and the customer stopped them. Due to the fact it takes an entirely different process and set up we would have to come back another day. As a courtesy the technicians will return furniture for some of our customers who may need assistance. They later had called and complained that they were receiving complaints from their neighbors about the furniture that had been in the yard. We did offer to return it all free of charge on the first visit and as we reminded them that they were the ones who refused. Due to weather issues we finally scheduled and the original technicians returned explained the process and cost to the customers. The technicians received an ok and began the work and Mr. [Member Name Removed] watching the process began telling the technicians how he wants it done. Again, his final expectations were not a realistic outcome with the age and issues on the pool deck. So the technicians called the office and were told to abort the project because I felt no matter what the outcome they will not be satisfied with it. So the technicians let the customer know we will be unable to satisfy you in the end and they returned the furniture to the deck. We feel we have a right to refuse a customer if we do not feel the final outcome will be what the customer envisions. From the beginning the customer flipped flopped on what he understood, what he wanted and what the final outcome would be. Amanda B Wyandt Tropical Paver Sealing"

"PLEASE UNDERSTAND WE WE NEVER DID WORK FOR THIS CUSTOMER: When we did the estimate the customer was not available and his back gate was lock. We noted we will remeasure when available. A clerical error had the pool deck listed. Upon arrival the technicians noticed the error and while one went to communicate with the customer the other proceeded to measure. As the Head technician was discussing the error with the customer he became irate. He stated if we do not do all of the job at the price quoted he wants nothing done and started cursing at our technicians: "Get F@@@ off my property". When the technician apologized and explained he would have to call in the measurements before we proceeded because there was a substantial discrepancy in the measurements about 800 square feet. We do give our Angie's List customers a discount, but for that amount of square footage I do not think it is fair. I am sorry for confusion and that the customer was not happy, but this is our business and we cannot take a loss such as that. I am sure the customer knew there may have been an error in the price when he compared us to other reputable companies because we tend to price similar. Our Technicians immediately left the customers premises contacted our office. Since he stated he did not ever want to deal with our company again, we did not call with a follow up because I did not feel myself or any other staff should be subjected to a foul mouth."

"Thank you for giving us the opportunity to serve you and great advise. See you in 2 1/2 -3 years. ~Tropical Paver Sealing Team"

"Thank you (Removed member name). Make sure they use your name when they call. We offer a referral program. $75 off your next clean and seal if they use our company. It is accumulative. Thank you again!!! Tropical Paver Sealing Team"

"Thank you for the great review. We appreciate serving our customers. Thank you. Amanda"

"Thank you [removed member name]for your flexibility. We appreciate your review. Thank you. Amanda & Tropical Paver Sealing Crew"

"Thank you for giving us the opportunity to serve you."

"Thank you."

"Sorry we could not satisfy this customer. Unfortunately when you have aged pavers that have not been taken care of it is difficult to make them look new. Also this customer had his roof and other workers scheduled during the time we were working on his driveway. They were using the driveway and we had to re wash each. Also weather has been a factor. So I am sorry if his expectations were unrealistic but giving us a check that was cancelled before handing it to our technician and not communicating his unhappiness is wrong. He did not call us until the next day. If he was so unhappy he should have addressed it then. We came back again to try to satisfy the customer to no avail."

"Thank you ( members name removed) for giving us the opportunity to serve you. Dana"

"WE NEVER DID ANY WORK FOR THIS CUSTOMER Ms. Guidi contacted us via the Angie’s List message center. She asked if we do repairs and we told her we do small repairs with cleaning and sealing of her pool deck. She stated to us “The stone dust below my patio has settled and the pavers need to be lifted, more stone dust put in, then replace the pavers. Several companies I have already contacted said they don't do this so a visit to look at it would be pointless. I have attached two pictures”. She made it clear to Amanda, in her message as well on the phone, she insisted on both instances that she: “ONLY WANTED A COMPANY WHO COULD FIX HER REPAIRS AS WELL AS CLEAN AND SEAL HER PAVERS. NOT TWO SEPARATE COMPANIES.” Amanda did tell her the repairs may not be able to be done by us due to the size, but as a courtesy she sent Alex, the Technician out to look at the project and provide recommendations. It WAS MUCH WORSE than the pictures she sent and her description. Her pavers have dropped 4-5”, not 1-2” inches as her note stated, on one entire side of the deck. The entire part of the deck will need to be lifted and reinstalled. This is way beyond our scope of work. Alex told her that is was beyond our scope, WE COULD NOT DO THE JOB and if we could find a company that could he would have the owner, Dana contact her. Amanda contacted a few companies on our list and they all declined the work because it was extensive and/or they had full calendars. She never received a bid from us because we and along with several other companies she said she called, could not do her project. We did more than the “several other companies she stated in her request for information on Angie’s list noted, we actually sent someone out to look. We did call around to some of the companies we know who do that type of work, but no one was interested. She sent us this note: “A representative of your company came to look at my patio and promised a bid for the work. I have received nothing and it has been over 2 weeks. This does not speak well for your firm's dependability. I have received bids from a few other companies, all received very quickly after a visit to view and measure my patio. I don't know how you got such good reviews. Don't bother with a bid now. I don't trust your follow through.” We called her after we received the note. She did not pick up the phone and we left a message explaining the situation. Then she sent a text stating she was going to write us up on Angie’s List. We are sorry we could not assist this customer."