KB Surface Solutions

"Actually this customer was charged $200 LESS than originally quoted because she did change the scope of work at the last minute. I've reached out to try and clear up the confusion but have not heard back from the customer yet. I am always very clear on pricing and never change the cost unless discussed upfront. As for the quality issues, I always go over the job upon completion with the customer to make sure they are completely satisfied. I do this because most issues can be easily addressed right then and there. This customer completely inspected the job and was very happy with the work."

"When a surface has been refinished before and is refinished again, its standard industry practice to try and remove as much of that surface as possible first. The most common result is that only some of it can be removed, leaving most of the tub still having the previous surface so when it's redone, the new coating is over top of an old one. This leads to the warranty issue because, as I'm sure you understand, you are only as good as the surface you are going over and since that surface was done many years ago by someone else, I'm not able to warranty it. This WAS very clearly explained to this customers wife, who was the one to contact me initially. Apparently this information wasn't passed along to him and when I reminded him of the conversation that his wife and I had, he felt it necessary to post this negative review. It is correct that I did run out of invoices in my van that day, but it was an oversight on my part and not a ploy to deceive as this person indicates. Even with every effort to be upfront and honest with customers, unfortunately you still run into situations like this. Please take note: he did give a 5 star rating to the quality of the job."

"This customer is comparing a cost of hiring a professional to do the job versus him doing it himself. Of course, as I'm sure you all know, it is always cheaper to do things yourself...initially. I have been called in MANY times because someone did it themselves and it didn't last more than a few months. Because I have to then remove the old product first, it usually costs more to do the job. This is not always due to a poor job, but poor quality of products available to the general public. As for my pricing, it is right on par with the industry average."

"I have spoken with Robert and explained the miscommunication which he was satisfied with. I am always very clear on my pricing and would never change a price without notifying the customer first."