We sought Accu-coat services based on the stellar online reviews. My wife sent them an online request for service, and within hours we had a response from Mitch, our sales representative. I want to emphasize that Mitch was wonderful throughout the process in terms of responsiveness and customer service. Unfortunately, the rest of our experience was extremely unpleasant, and this is mostly due to the hostile attitude from the owner of the company, Chad Brewer.
My wife had reported to me that our floor finish had been damaged by the workers' equipment, of which she took several pictures. She was unhappy about the professionalism of the workers on site. Despite there being a clause in our contract that "reasonable measures" would be taken to prevent damage to the existing structure, our floors were not covered and trash was strewn about in our upstairs. The workers also scuffed the window sill to the point that our painters had to go back over this whole area. I want to iterate that these floors were not new. This is a 120-year-old house with original hardwoods. However, they had just been refinished (a week prior), and my wife and I could clearly see new and extensive scratches to this finish. We brought this to the attention of our sales person, who sent Jeff, the project manager, out to view the damage. Initially, he said he could see no damage. Then we cleaned the area again and took more pictures and sent these. Mitch supposedly returned (while we were not there), and then tried to blame the painters for the damage that he could apparently then see and claimed that he had "buffed this out". We could see no difference after this second trip. After our third call to the company is when this situation went from mildly annoying to outright hostile. We received an unprovoked and nasty email from Chad, the owner, who first accused us of trying to take them for a ride and then threatened to put a lien on our house if we did not pay them by Friday. (I will note that we are still within the 14 day window for early payment). He then engaged in a very lengthy email chain with me, during which he accused me of slander for posting negative reviews and threatened to "send the local officials" to our house to settle the matter. He also lied repeatedly, claiming the workers did not even have equipment in our house that could cause scratches (my wife took pictures of their heavy metal blower machinery very obviously placed over the flooring which was later photographed as damaged) and flip-flopped about whether the damage even existed (either claiming it did not or claiming it was caused by other workers). Also stated by Chad Brewer during the course of this exchange: that we must not be from around here, that we were "Karens", and that we were white trash. He even, bizarrely, made a political attack against us, claiming he would hate to see how we vote. Again, this is all still within the early payment window and no payments have been withheld from them.
All we were seeking was an acknowledgement from Accu-coat that damage had been caused and that efforts were being made to correct it. Instead, we have been harassed, threatened, insulted, and bullied. Needless to say, we will not only NOT be seeking their services but will be seeking other means of correcting this issue.
Included in this review are relevant excerts from the email exchange on 8/15/22 with Chad Brewer, owner of Accu-Coat:
Chad Brewer: "I don't know where your from but I assure you this is not how we handle things around here. We bent over backwards to make you all happy and make sure it was right and your trying to use some half demolished floors to hold money hostage..... yeah the state of Tennessee won't see it the same I assure you. Friday will be a painful beginning in the process and your the one it will cost not me. Better read that contract real good!"
"Ok, well like I said, Friday is the deadline, I ain't coming back and I'm not sending anyone. If you want to hang out till Friday around noon I'll send over your new total with all the official paperwork and in the meantime I'll see if we can't make some headway with some of the local officials to make sure they check in on the work over there."
In response to my first online review:
"I got some other paperwork to send over if you want to slander us! You really are something, all of this plays right into my case!" "Thanks Karen, appreciate the compliments. I can only imagine how you vote! Lol
You will need to pay by card, ach or drop payment by the shop. We will not have you in the facilities for payment or any other reason. You are just trying to defraud us ole redneck trash lol. Funny thing is, I'm a touch more sophisticated than one might imagine. We have dealt with trash before. Thanks get paid up before it gets real expensive on ya." read more