Complaints

This profile includes complaints for TSR Concrete Coatings, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TSR Concrete Coatings, LLC

  29 E Stephenson St Freeport, IL 61032-4235

  
• 

  Apollo Concrete Coatings

  105 McLaughlin Rd Ste C Rochester, NY 14615

  
• 

  Apollo Concrete Coatings

  6085 Court Street Rd Syracuse, NY 13206

  
• 

  Next Level Concrete Coatings

  99 Clark Dr East Berlin, CT 06023

  
• 

  PolyPro Concrete Coatings

  26481 Northline Road Taylor, MI 48180

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** did a lifetime coating on my garage floor approx 5 years ago. After one season (winter) I noticed white spots coming thru the floor. I called *** and told them. They said to send pictures to them rather then them coming to inspect it. I complied and sent pictures. No response. Then I contacted again after a couple of months and no one knew where the pictures went and asked me again to send them. I complied AGAIN! I called and said did you get them. Oh we dont now well check with our service **** and let you knoiw. nothing...again. I have called repeatedly with no results. They then started advertising on instagram and I let the world know in comments that they did nothing. They finally sent an email what did they want? you guessed it more pictures. Its now been over 4 years and I still have a defective floor. I want it replaced or my money back at this point. Also I have spoke to ****** and emailed ****** in the serv **** and nothing. No one there seems to know anything. Perhaps I should respond to their TV commercials next. These people should be broke but their too busy taking peoples money. I ***** checked with other companies that do this and they have repeatedly told me that this is improper sealing of the cement prior to application. and its salt coming thru

  

  Business Response

  Date: 04/09/2025

  Hi *****, 

  Thanks for reaching out. We apologize this happened but it does look like they have a team to come out tomorrow after 1PM to get this looked at and repaired. 

  As far as i see this complaint is void. The BBB can close this out for us and we will get this taken care of for you! 

  Have a good day!

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had TSR Concrete Coatings come in as the final sub contractor to a brand new construction home to coat my garage floors. They damaged the trim and walls of a brand new, never lived in house during the coating process.Nothing was masked off during installation and baseboards and walls have concrete coating splattered all over them. I was able to reach out to the company following installation to re-paint damaged baseboards and walls. Was told by ******** and area Sales Manager to get a quote and damages would be repaired. Promised multiple times that this was not how business is conducted and well take care of it. Ive submitted all photographs requested and a quote for repairs by the original painting contractor ans we walked the project together. I have made several follow up calls just seeking repairs. Was told my quote that I submitted was outrageous for painting a few boards and shared, I dont mind who repairs the damages. I requested they find a contractor to preform the work and have since had no response.I found no other option as communications have failed, all Im seeking is repaired work. This company is unfortunately very dishonest in the fact that promises made have not been kept. Any help in rectifying my damaged garages is greatly appreciated. Respectfully,*****. P.S,Unfortunately Im unable to upload all the photos I have of the damage, picture uploaded shows no protections in place on a brand new home.

  

  Business Response

  Date: 04/07/2025

  Hi *****, 

   

  Thanks for reaching out. Per your contract all baseboards are recommended to be removed as well as anything you want masked or plastic off is up to the homeowner.  It states this in all of our contracts to all of our customers. We do not have to pay or refund the money amount that you are asking for. It does look like we did offer to send someone out to clean the walls and touch up the areas where there are issues. That was denied by you. It isn't that we aren't willing to so anything but we did offer a remedy and it was denied by you. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23147817
  
  I am rejecting this response because: I would love for you to send someone out, that offer has never been presented in the past. 
  

  Im excited to get this resolved and look forward to having someone come out and make this right!
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/09/2025

  I will be having someone reach out in the Next 72 hours to get this set up. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23147817
  
  I am rejecting this response because: 

   

  I was contacted last Friday by *** that they would have someone come out on May 1st.  

  
  

  Im still very skeptical that this is going to take place, this has been ongoing for months.   

  
  

  Id like to see it stay open until complete resolution.  

  
  

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 7th I signed a contract with **** for *** to come and coat my garage floor. I set the date for May 20th, which is 9 weeks from when I cancelled the contract (yesterday), I was told by three different people that my contract states I would not be refunded any monies I paid. I knew there was a penalty, but did not think to look into it further since I could not imagine I would need to cancel, but had too out of necessity. Yesterday when I spoke to these employees, the attitude was "too bad, tough luck, YOU signed it". I am filing this complaint for two reasons. I called 4 other concrete coating businesses this morning. NONE of them has ever heard of a 'no refund' policy since the materials have not been ordered yet. the consensus what the agreement was extremely unreasonable. Materials are ordered 6 to 8 weeks ahead (their words, not mine). No cost has been incurred by ***, so why not prevent a disgruntled customer and refund the money? Is that not good business??? The second reason is because none of the other cement coating companies I spoke to 'punish' their customers with such a harsh agreement (a TOTAL non refund!). Is this legal? Yes, it is in black and white in a contract. Is it ethical? Is it moral? Is it the right thing to do to people, who could refer them to others? Does word of mouth not count anymore? *** will not last if this is how they handle a customer. Taking advantage of people to make the worshipped almighty dollar, and a senior at that. Not wise.

  

  Business Response

  Date: 03/31/2025

  Hi ********,

   

  Like you clearly stated in our contracts it states that if you cancel after 3 days the down payment is not Refundable. We have the signed contract on file. 

  A lot goes into the job right after the contract is signed and we schedule the job. Materials are ordered, the date has been taken where someone else could've had that date. We lose money when this happens. Coming to the BBB for a complaint that we have a signed contract stating all of this would happen if canceled after 3 days surprises us. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23086538
  
  I am rejecting this response: I filed a complaint with the BBB because of the research I did following the cancelling of the service, and being told "You signed a contract, it is in black and white and you should have seen it."  You are correct TSR, and like I have said with my reviews on **** and ******* BUYER BEWARE!   I will not accept a 'no refund' policy from your company after calling 5 cement coating companies in the greater ********* area and documenting their policy for cancellation.  If needed, I can provide the name, phone number and contact person of each of these companies to verify I spoke to them.  After explaining to each of them regarding ***'s contract and they way I was treated, they were shocked to say the least, and the consensus was I was robbed!  The response from *** here is that they buy product right away and also that the time scheduled cannot easily be filled.  I find this very hard to believe.  I met the sales person in early January and set the date for the third week in May.  I cancelled 9 weeks before the scheduled date.  I was told by the companies I called that they do not order material until 6 weeks prior, with one company saying 6 to 8 weeks prior.  I do not believe for one second that *** had already ordered the materials, and also if they are so great at their service, 9 weeks before hand is plenty of time to fill that day with another customer!   The name "**********************" should stand for just that.   BETTER BUSINESS.  This experience has not been BETTER BUSINESS practices.  This is an all out scam, crime or whatever you want to call it.  Dishonest, immoral, yes.  Legal, of course, but not BETTER BUSINESS in any shape or form.  I have worked in the  business world my whole life, and should have trusted my instincts.  Very unfortunate.  As a 'full of regret' customer, I should have never let the salesperson in my home.  ******** *****

  

  Business Response

  Date: 04/07/2025

  We are sorry you feel this way and continue to hit us with defamation of character. It was in your contract that you signed. There is no black and white. it just states it. We did nothing wrong as a company. We followed by the law and the rules. If rules were meant to be broken we would not have any laws or rules. 

   

  Have a great day!

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23086538
  
  I am rejecting this response because:  Hi there, what a sweet and quick response, wishing me a "good day"!    I question your integrity as a company, yes, definitely.  A contract (or 'rules' as you say) sometimes needs to be updated, revised or changed due to the fact that sometimes a company (in your case) or a government, or even an individual will look at how they conducted themselves and will acknowledge their practices are not measuring up to good moral character.  I don't care what your response is to defend the way you run your business.  There is NO moral standing here, and your business ethics are weak at best.  After speaking to the 5 different concrete coating companies, *** is WRONG in keeping my downpayment and it was RIGHT for me to report you to the Better Business Bureau.  "Better Business" is not how you run your company, and how you continue to justify it because it's in black and white is a flimsy excuse for running a business this way.  How you have gotten away with it this long astounds me, and here I am, one person, telling you that moral standing counts for everything!  Rating you on BBB, ****** and Yelp was the right thing to do (to warn anyone who looks these up).  Everything I said in the comments for the ratings was also true, just like your response stating your contract was "in black and white" and was right there for me to read.  I will not accept any of your responses unless it is a right one, and that is a FULL refund.   I will continue to warn anyone and everyone who reads my reviews and also anyone I have a conversation with who wants their garage floor refinished.  BUYER BEWARE.   By all means, please...

  Have a great day!
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August *******. Ninja Coatings applied coatings to my garage, front porch and back patio. The work was accomplished in a reasonable time with good workmanship. When I signed the contract, I paid the 30% required which was $1800.00 using a CC. I was told at that time by the Manager, ***** ****, that if I paid the balance in cash, I would be refunded the $54.00 credit service fee I paid for initially using my CC. When I paid the balance with a check when the job was completed on October *******, I contacted **************** and requested the refund. I have talked to the office manager, *******, at least 4 times about this refund without resolution and emailed her finally on 2/27/25 without confirmation of my request. I live in ******** by the River and we have a residential ******** where homeowners share information about vendors. We receive an updated list periodically so members can inquire of one another about the service of certain vendors. As it stands now, although the workmanship of Ninja Coatings was good, I would be hard pressed to recommend them because of the failure to live up to their promises.

  

  Business Response

  Date: 03/11/2025

  Hi *****, 

  To understand all of this it says your dispute amount is $6,000 for really what is a dispute for $54? AM i reading this correct?  

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23042162
  
  I am rejecting this response because: I made a mistake in closing this complaint because I agreed with the Business that $54 was the correct amount of the dispute, not that the resolution was satisfactory to me. Please reopen this complaint. I am asking the company to send me a check for that amount which was promised to me by the Sales Manager in **********, **
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/31/2025

  I will send the information over to the ninja office for the $54 you are requesting.

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did poor quality job. Will not repair work.

  

  Business Response

  Date: 03/10/2025

  This Job is scheduled for a complete redo on 5/2/25. I'm not sure how this is us refusing to fix when we will be giving this customer an entire new floor free of charge. 

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November ******* **** *. from Legacy garage. Our concrete flooring was wearing away from salt etc. **** came on Nov 28, 2023. measured the garage, He gave us the estimate and we talked about the guarantee. He told us flat out to be careful with anything that could rust being put on the floor. Like a shovel with steel edge, shelving with steel legs. And he also told us vehicles leaking oil on to concrete would not be covered. Never ever did he talk about the rebar beneath the current concrete. January 2, 2024 Legacy came to do our floor. Before arrival we had the garage 100% empty. It was obvious there were spots on concrete from rebar. The employees went ahead and sanded the floor and did their business. Not once did we get asked if we knew about the rebar and potential issues. One month after it was done we had rust spots appearing just out in an open area on the floor. I contacted Legacy so many times via phone and text. **** said rebar not covered under warranty. I kept calling to have it looked at and fixed. Sept 2024 ***** came out to do a work order. Told us rebar not warrantied. Instructed us to buy rust remover and use wire brush to try to remove. Or we could contact a company to bore concrete and dig up rebar but we would have to pay and then they would come back and fix. Contacted several people to come bore and remove rebar. One of the companies said this should never have happened if they would have done their job correctly before applying coating. It happened to be one of their ex-employees that came and said this should never have happened and it should have been dealt with before applying coating. It would have been easier and less expensive to fix before. I understood it was my cost at that time. But now it will cost more because it wasn't done right. As late as today, Feb ******* I had two calls from today with same answer. I have to fix. I keep calling them. All I want is for them to fix it and pay for it or at least 50% of cost.

  Customer Answer

  Date: 02/20/2025

  See attached contract for clarification. 

  

  Business Response

  Date: 03/14/2025

  Hi **** ,

  Rust is not covered under warranty. It actually states in our contact that Iron Oxide Penetration is not covered under warranty.  That would ** **** in the cement via rebar. 

  We also do not dig rebar out as it is in the concrete to help hold it together. So we will not be willing to pay or pay 50% for the boring. 

  We can come out and repair the area for a $250 charge but we will not dig the concrete or the rebar out. 

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When people second 2021, I hired TSR concrete coatings to do multiple jobs at my residence. My front and back porch and my entire swimming pool deck. I hired TSR concrete coatings solely because of their limited lifetime warranty *********** offered. *****, the co-owner of the company ******* explained that they are from ******** and have opened a couple branches in the ******* area. Yesterday I observed on my front patio. The concrete coating is not staying together, so I contacted the company and was told They no longer service the Phoenix area, however Cardinal Concrete has taken over their clientele and will honor my warranty. I called that company and was told they have never been affiliated with *** and only know of the company because there have been multiple other clients contacting them as they have been told the same. I called back *** and let them know what I was told. The representative that I spoke with was very rude and explained to me that they have no more services in the ******* area and that they do not have to abide by their end of the warranty contract since they do not have any **** in ******* any longer. The representative would not give me to any of the managers she would not give me the names or addresses of anyone else to speak to.She told me there is absolutely nothing that I can do and that my warranty contract is **** and void since they do not have Any representatives in the ******* area any longer . I am in total disbelief that a reputable company would scam so many customers had not uphold their end of the warranty. I spent a lot of money on their product And cannot believe how dishonest this company is and refusing to fulfill the warranty . Nowhere in my contract does it state that if they no longer have **** in *******, my contract becomes Null or void. Also, my contract has both addresses of the business from ******** and *******.

  

  Business Response

  Date: 02/13/2025

  ****

  You have filed this complaint under the wrong location.  Additionally *** no longer has an office in ********  After the landlord increased the rent nearly 2.5x we choose to cease operations and focus on areas with more friendly commercial/industrial spaces.  I would also like to point out that we have not received any correspondence with you for a warranty issue to the ********************************** email nor have we received pictures of your issue.

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 6 week, a $69 gift card promised in the contract not provided and the salesman representing them will not return an e mail !

  

  Business Response

  Date: 11/07/2024

  Did you follow the link that was attached to the contract to receive  your gift card? 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is part of the *** warranty: We warranty that our TSR Concrete Coatings...will not chip, peel, separate or delaminate from its ...surface for lifetime of the original purchaser.And this: A representative or original factory trained installer must be present to assess the failed areas and judge the cause and mode of failure prior to any fix or repairs being made.And unbelievably, this: Customers who have damage via cracks, crumbling or substrate failure are eligible to have their coatings repaired with a minimum service charge starting at $250. We had our garage floor coated by *** in July of 2020. There were some existing cracks and a section with new concrete. We were ASSURED by our salesman that they had a special process of fixing those cracks. The final product looked great. Two neighbors and a family member saw our floor and had *** do their garages. These likely led to other jobs because of us and our word of mouth. But after a few years we started seeing cracks. When I called *** about the cracks they requested that I send pictures. Without a single company representative stepping into our garage, AS SPECIFICALLY REQUIRED BY THE WARRANTY, they said the cracks were not covered. The claim was denied, based on pictures... Now those cracks are more numerous and the coating is delaminating. Their product, installed by their professionals, is cracking and delaminating. Their product that has this lifetime warranty, is failing. I contacted them again and they want more pictures. I am refusing to do this and am insisting on a representative. There has been no response from the company. So I simply visited my neighbor who planned on having his LARGE garage done and suggested he not work with *** until if and when our issue is resolved. He agreed. For the sake of ***, I sincerely hope they start backing up their product as they say they will. And ***, please remember the power of word of mouth if you don't.

  

  Business Response

  Date: 08/19/2024

  Hi Mark  

   

  I have attached a photo of your scheduled repair that we are covering.

  It certainly does state we do not warranty cracks. 

  You also Agreed with us that we cover it this time and anytime after if it cracks there will be a $250 charge. 

  Not sure why coming on here making us sound like we didn't work with you is beyond me. 

  But we will see you on August 30th for your FREE repair. 

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw Ninja Coating on a website on ******* I contacted them and received an estimate for my garage. The representative showed me some samples of the flooring and I picked one, he then explained how the flooring would be installed and what i need to do prior to the flooring being installed and what I needed to do after the flooring was installed. On July 8, 2024 the two techs came and installed the flooring. Gave the same instructions, "No walking on it for 24hr., Do not park vehicle for 48 hrs." I did as I was told. I paid the Ninja Flooring $4222.90 after the service/installation was complete. After I was able to close my garage, I noticed a 1-2 inch gap between the concrete and the garage door. I called them several times to come to a solution to fix this because it was not there before they installed the flooring. They kept promising to come look at it, when the supervisor finally did, he was very stand offish, and denied responsibility for the gap. He then said he would contact the garage company to come up with a solution upon leaving. he said he would call back in a couple of days, he did not, after day 7 I called back to get an update on the solution to have my garage door meet the concrete/floor, I was told to call my garage myself, he wasn't doing it and there was nothing they could do about it. I feel like they owe me to at least try and fix this problem as I paid my money to have it done correctly. I feel that could issue a partial refund if there isn't a solution on their part.

  

  Business Response

  Date: 08/06/2024

  Hi *************;

  Have you tried getting a new seal? We don't take anything off the floor as concrete wise when we coat the floor.