COMPLAINT: Susan Caven, Vancouver, Wash.

"I had a problem with a concrete stamped patio that had been stained ineffectively by previous installers. I saw Bill [Cantrell] and his company, Surface Impressions, at a home show and had him come out to see for himself.

"He assured me his product, a concrete faux paint process that "will stick to anything," would fix my problem.

"I hired him and paid $2,184.29 in two installments, with final payment on completion. I had no complaints, except for his tardiness, so he agreed to return the next year and seal the patio for free.

"He gave me maintenance instructions, which I followed exactly. Less than a year later, his product began to peel from the patio, revealing the old finish.

"The company says the stain used previously is at fault. They have a one-year warranty against product failure and state this has never happened before.

"They will restain my patio, but only if I pay to have it sandblasted. It is stated in their contract that they are not responsible for any existing issues with concrete, but do state their liability is limited to the new staining and sealing of a surface.

"It also states they did an inspection and could see no reason why their product wouldn't work, and that they will only be held responsible for the contracted amount if the product fails, which it did!

"I left Bill a message saying I would not sandblast and asking what other suggestions he has, but I haven't received a phone call back."

DESIRED RESOLUTION:  "I want my money back or my patio fixed."

STATUS: Penalty Box