07/28/2026
A Message to Our Customers and Community
At Surface Solutions, we have always believed that our reputation is built on honesty, quality workmanship, and treating every customer with respect. Unfortunately, we’ve recently experienced a situation that has reinforced why clear contracts and written policies are so important.
Several months ago, we provided an estimate of $2,500 for an epoxy flake basement floor. During the estimate, we explained that the basement would need to be completely emptied before installation, as is our standard requirement for all coating projects.
Approximately four months later, the customer contacted us and asked if we could complete the project for $2,000 instead. Because this customer was a friend of our family, we agreed to reduce the price by $500.
A $1,000 deposit was paid via Zelle a few weeks before the project, with the remaining $1,000 balance paid by Zelle after the work was completed.
When our crew arrived on the scheduled installation day, the basement had not been completely emptied. There were miscellaneous items still throughout the space, including a washer and dryer that remained connected. As a company policy, we do not move customers’ personal belongings or disconnect, move, or reinstall appliances. However, because this customer was a friend of the family and the project was over an hour from our shop, we chose to help rather than cancel and reschedule the job. We disconnected the washer and dryer and carefully placed them on the concrete just outside the basement door so we could complete the floor.
The epoxy installation was completed successfully, and the customer expressed that they were happy with the finished floor. The following day, the customer contacted us asking whether the project was complete. We confirmed that it was. The customer then asked why we had not returned to reinstall the washer and dryer. We respectfully explained that reinstalling appliances is not a service we provide and that moving them in the first place was simply a courtesy extended because of our personal relationship.
As with any professional epoxy floor installation, the coating requires curing time before heavy appliances can be placed back on the surface. This meant the washer and dryer would have needed to remain off the floor for at least 24 hours regardless.
Unfortunately, after the project was completed, the customer made public statements about our company on social media that did not reflect our experience. We were also notified that the final $1,000 Zelle payment, which had been made after the completed project, was later disputed as a scam. As a result, the funds were removed from our account and returned to the customer while also impacting our ability to use Zelle for our business.
This experience has been disappointing, but it has also taught us an important lesson.
Going forward, every project—regardless of whether the customer is family, a friend, or a first-time client—will require a signed contract outlining the scope of work, customer responsibilities, payment terms, and our company policies. These procedures are designed to protect both our customers and our business by ensuring everyone has the same clear expectations before work begins.
We remain committed to providing the same high-quality craftsmanship, honest communication, and professional service that have helped build Surface Solutions into a company our community trusts. We sincerely appreciate the overwhelming support we’ve received from our loyal customers, friends, and family. Your confidence in us means more than words can express, and we look forward to serving our community for many years to come.
Thank you for your continued trust and support.
— The Surface Solutions Team
