"Thank you for the review. To clarify, the member purchased NATURE STONE brand flooring in December, 2013 to be installed on the member's outdoor patio. Since we cannot install outdoor projects in winter weather, we arranged for the installation of the member's outdoor patio to be completed in the spring of 2014. The installation was scheduled by the member for May 23, 2014, at which time we completed the member's installation on the date scheduled. Unfortunately, our records do not show that the member attempted to contact us at any time between the time of purchase and the time of installation. We did make contact with the member on May 22, 2014, to confirm the member's upcoming installation. If the member did attempt to contact us, I certainly apologize for any miscommunication on our part."

"While I appreciate the member's concern, I am extremely confused by this review. According to our records, the member had an installation performed in 2010. We did not hear from the member again until 2012. We visited the member in April of 2012 to address the member's concern. Quite frankly, the installation simply needed to be cleaned. Cleaning of the floor is not a warranty issue, but we did it for the member at no charge as a goodwill gesture for a valued customer. The customer then contacted again us in June of 2012 to request a topcoat be applied, which is recommended on a periodic basis to maintain the beauty and integrity of the floor. When we attempted to schedule the service, the member claimed to be happy with the appearance of the floor and preferred to recontact us in 2013 for the topcoat. Since then, we have not heard back from the member. At this point, I am more than happy to have our service department contact the member to see how we can help."

"First, I would like to thank the reviewer for commenting that our product is “beautiful.” When comparing Authentic NATURE STONE Brand Flooring to Rhino Flooring (or any spray-on or roll down type flooring system for that matter) for garage floors, there is no comparison. NATURE STONE is a stone and epoxy flooring system that is half an inch thick, whereas the Rhino Flooring and other spray-on or roll down systems are similar to spray-on bed liners and are not much thicker than paint. NATURE STONE is porous, allowing the concrete to breath and the moisture from the concrete to evaporate, as intended. Water will not puddle on the top of NATURE STONE. But, a Rhino Floor and other spray-on or roll down systems do not allow the concrete to breath, trap in the moisture from the concrete and allow water to puddle on the surface, which can create many issues including popping and peeling of the floor, mold and mildew buildup, not to mention slip and fall hazards. Yes, NATURE STONE may need to be top-coated in a garage every 5 years or so. Likewise, a Rhino Floor and other spray-on or roll down systems will wear overtime and require substantial maintenance. But, NATURE STONE includes a 10-year warranty for material and labor, so if it does need to be top-coated, it is no charge to our customer. NATURE STONE has been successfully installed in over 20,000 garage floors throughout Ohio and Western Pennsylvania, including my own garage that was installed in 2008 and looks as good today as when it was done more than 5-years ago. Unfortunately, the same cannot be said for most spray-on or roll down garage flooring systems. You really do get what you pay for when it comes to garage flooring and NATURE STONE gives the customer the most attractive garage flooring with the greatest longevity and least amount of maintenance."

"With all due respect to the member, the member is not a Nature Stone customer. The member appears to have purchased a home where Nature Stone had been installed over 10 years ago. Our records indicate that in or around June, 2010, the member contacted us to make us aware that the member had purchased the home and to inquire about DIY products to topcoat the existing Nature Stone. We furnished the member with several kits of DIY topcoat material, which the member picked up at our Columbus, Ohio location the same day that the member called. At no time did the member arrange for a service technician to perform an on-site inspection or service work of any kind. We did not hear from the member until around March, 2011, at which time the member arranged for a service technician to perform an on-site inspection. We were scheduled to visit the member on March 25, 2011. Unfortunately, the weather did not cooperate that day and the member was re-scheduled to March 31, 2011. We completed the inspection and service work for the member on March 31. The total cost was $941.96 (not $2,000, which the member suggests above). The member then contacted us in or around July, 2011, to review the completed service work. We arranged to again visit the member at no additional charge in or around August, 2011. We also explained to the member that the Nature Stone had been exposed to the outdoor elements for over 10 years without any maintenance. Therefore, it is unreasonable to think that new material would be an exact match to material that is over 10 years old and had not been maintained. The member then declined for us to schedule to review the completed service work, citing that the member did not wish to wait. Unfortunately, this was the soonest our schedule would accommodate the member, as the summer is our busy season and our schedule is typically booked 30 days to 6 weeks in advance. We had not heard from the member again until receiving this report. Nature Stone is the leading stone and epoxy flooring company in the U.S. Nature Stone operates 3 locations and services 2 states (Ohio and Pennsylvania). Nature Stone has over 40,000 satisfied customers and a satisfaction rate of better than 99%, which we are extremely proud of but continue to strive for 100%. Among Angie's List Members, Nature Stone has a proven track record, as evidenced by being a 2 time recipient of the coveted Angie's List Super Service Award, including receiving this award for 2011. At this point and as a gesture of goodwill to satisfy the member, we are happy to arrange to visit the member to evaluate the service work completed last year. I invite the member to call me directly at (440) 786-2313, at the member's convenience. Further, the member has other options available to the member that the member is very much aware of and has used in the past. The member can purchase DIY materials and perform the service work, or solicit a contractor or handyman to perform the service work. In any event, I look forward to hearing from the member. Very truly yours, Michael A. Masetta Vice President"

"We completed installations for the member in 2008. We require payment upon completion of the installation(s) on all contracts, which the member agreed to and paid. Since that time, the member has been provided with inspections and/or furnished with materials at no charge per the member's request and warranty. We have responded to the member promptly and the member has not had any issue with the product. In 2009, the member contacted us to let us know that the installations "look great". We have not heard from the member since this time. If an issue exsits today, the member is welcome to contact us and we are happy to inspect and service any areas of concern."

"Our records indicate that the member performed their own service work on or around August 25, 2010. On August 25, 2010, we furnished the member with the necessary materials at no charge per their warranty. While we cannot be responsible for work that we did NOT perform, we will contact the member in an effort to resolve this matter."

"Let me begin by stating that Nature Stone installs about 2200 floors annually throughout the entire state of Ohio and western PA. We average less than one tenth of one percent in consumer complaints. The 36 BBB complaints represented a 3 year period covering all of our markets - which results in only 12 complaints a year out of 2200 floors installed - a 99% Approval Rating. Regarding this specific consumer complaint - Nature Stone entered into a contract with the member last year on April 18, 2009. And as we do with every contract, we had the member read and initial an area of the contract that specifically addresses the warranty explaining what is and is not covered. Nature Stone is a concrete overlay flooring product that offers an exclusive warranty unparalleled in the industry (especially because concrete itself is not warranted at all). In February of 2010, the member placed a call for an annual inspection. At that time we informed him that in accordance with his warranty there would be no charge for labor or materials to topcoat his patio. On May 10, one of our service technicians visited the customer and offered to apply a new topcoat to the Nature Stone patio floor at no charge. This consumer complaint centers around a charge that he would have had to pay for a professional deep extraction cleaning that Nature Stone would have done before applying a new topcoat. The customer was not going to be charged for any labor or materials in applying a new topcoat. In our warranty we state that routine cleaning prior to any repairs or topcoating is not part of the warranty. In fact, I don't know of any floor covering manufacturer that would offer to clean and maintain a floor after it has been installed. The customer was informed that he could clean his floor and apply a new topcoat with one of the Nature Stone DIY kits, which he has chosen not to do. Sincerely, Brenda C. Callaghan, Director of Marketing and Communications Nature Stone"