Complaints

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:01/24/2025

  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.

  This nightmare starts in August of 2021. Initial sold the wrong product which caused residents to slip and fall on the deck coating. The most severe was a lady with a broken arm and shoulder. That issue was solved for an additional charge of $14,900.00.The coating products has stained and flake with numerous attempted repairs.The major damage done to our pool surfaces are the drain covers no longer fit, since they were ground out during the coating process. We now have major trip hazards. See attached photos.Galaxy's first attempt to fix the drain issue started in September 2022. To date this issue has not been fixed.The most disturbing issue of this process. Galaxy is no longer responding or contacting us since September 2024.Galaxy needs to repair the coating and hire a competent contractor to repair the drain system which had work for many years prior to their work.

  Business Response

  Date: 01/30/2025

  To clarify, we have only ever used one product, which is specifically designed for concrete coatings. ******* has the best product in the coatings industry. The manufacturer was flown in from *********, ** and reviewed the project and confirmed that the issues you are experiencing, including shifting concrete and plastic strips delaminating, are not related to the coating itself and are not covered under warranty. These concerns are typically the result of natural movement in the substrate and environmental factors beyond our control. Our agreement speaks to this. 
  
  We understand that you believe our work has affected your floor; however, after reviewing the situation, we want to clarify that the areas in questionsuch as joints and deck stripsare not covered under our warranty and have been discussed from the beginning. These components can naturally shift or experience wear over time due to factors outside of our control, including pre-existing conditions, structural movement, and environmental elements. While our warranty covers specific aspects of our service, it does not extend to these types of materials or any pre-existing issues unrelated to our application. 

  We have responded promptly and professionally on multiple occasions to discuss this same issue.  The coating in the areas where there are no joints and/or deck strips has no issues. We are not a concrete company nor a pool company.  As suggested, hire a professional for those issues. Asking a painter to repair your roof is what you are suggesting.  Our agreement specifically states the issues and why they cannot be warranted by simply providing a coating over them.  

  We are always available to provide service but again not when it is non-warranted. 

  
  

  Customer Answer

  Date: 02/02/2025

  If a product fails it doesn't matter if it is the best on the market. It failed. Your response noted you acknowledged the drain covers did not fit after your work. Your coating warranty has nothing to do with your lack of workmanship.  ************ ground out the channel drains when preping the surface which caused the draind covers to no longer fit. It was not a shifting of the concrete or environmental issues as you suggest. If you did not discuss deck drains then why did you come out to discuss the drain cover issue? August 2023 you started to obtain drain bids from other contractors.  ****** submitted a bid of $4,125.00? You did deck repair work October 2023 and cut our pool filler line and your drain repair sub contractor withdrew from the job. It took over 1 year to get the deck logo work done incorrectly,  to date the logos are not installed. May of 2023 more coating soft spots and concrete issues. These were covered under warranty. Which apparently is not cover now by your response. October 2023 you caulked the drain covers which did not work. August 2024 you applied an adhesive tape to the drain covers which did not work. Apparently there is concern of both the coating product and your lack of workmanship because in October 2024 appox 7 people with galaxy shirts arrived in our pool area unannounced.  You have had no contact with us since, apparently you decided to walk away.  I agree with you on one point hiring a garage floor coating company to coat a pool deck, is like hiring a painter to repair your roof. Your coating warranty claim does not dismiss your lack of workmanship. 

  Business Response

  Date: 02/05/2025

  Rather than continue this nonsense where you make false claims we would like to visit with you as we did on 10/8/2024 with the manufacturer. Perhaps you were not present at that meeting? All these items were reviewed discussed and agreed. Please provide a time on Monday to meet where myself and ****** ******(co-owners) can visit the site again.

  Customer Answer

  Date: 02/06/2025

  I agree with the nonsense.  Interesting we can find no one who says they meet with your group on 10/8/24.

  We were all in a meeting room by the pool and watched your group, then saw them leave.

   

  Please contact ***** ******** at ************ to coordinate a meeting.

   

  Thank you

  Business Response

  Date: 02/25/2025

  I have left a message w ***** to contact me directly. Hopefully you can attend as the issue has been communication to some of your group and that not being communicated to all of your HOA. We can visit next Tuesday, 3/4 between 11 and 4. We will gather signatures of all present for this meeting. I look forward to our visit. 
  

  Customer Answer

  Date: 03/10/2025

  Note the last response from Galaxy to have a meeting with us on March 4th. We agreed and Galxy canceled the meeting. It appears they did this to leave a favorable impression on your site.
  
  Again, this company has refused to meet with us since October 2024 to resolve our issue and would like it noted in my compliant. 
  
  ** ******

  Business Response

  Date: 03/13/2025

  Again, the level of their internal communication is the issue. The *** contact rescheduled the meeting for this Friday. We have involved the *** who will be present at this meeting. 

  Customer Answer

  Date: 03/17/2025

  Interesting. 

  This response is 180 degrees out. Galaxy set the meeting, Galaxy canceled the meeting and the *** got the *** involved.

  Galaxy did attend the *** on site inspection on March 14th.

• Initial Complaint

  Date:08/27/2024

  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.

  We paid for a coating with non slip material on our pool deck and the work began in May. The work was poorly done and our backyard wall got permanent damage from the employees. The project manager agreed and we were reimbursed for the pool cleaning (due to employees dumping most of the ground concrete sediment in the pool). The backyard wall cannot be fixed so we were reimbursed with a yard decoration to cover it. We were told they would redo the deck but it was only spot repaired. We also had white spots coating the deck in various places. One pad had a smoother texture than the others as well after the first redo. The project manager said he was unable to come out with the crew to view-which I requested- to get expert opinion. The crew came out again and said the "Silica Sand" was most likely the problem and re did the deck taking out the sand. i did ask if that would keep it as non slip. The deck looked great for a few days and more white spots appeared. The proj.manager came out yesterday with CLR and said the deck just needed cleaning. He had no other option to offer, I also disagree as material on a pool deck should not need this. After cleaning, the spot re-appeared and I sent a picture and no reply. My ask is for someone to fix the problem, or cover it in a material suitable for a pool deck. The deck is also slick now, despite the employees saying removing the silica sand would not affect the non slip coating we paid extra for.

  Business Response

  Date: 09/04/2024

  We appreciate the opportunity to address the complaint filed against us. We take customer feedback very seriously and strive to resolve any issues that may arise.
  
  We have responded to the complaint and taken the necessary steps to handle the situation to the customer's satisfaction. After communicating with the customer, we were able to understand their concerns and implement a solution that met their needs. 
  
  We value our customers and are committed to providing the highest level of service. We are confident that this resolution will enhance our relationship with the customer and prevent similar situations in the future.
  

  Customer Answer

  Date: 09/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it has been fully resolved above and beyond.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/14/2024

  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.

  Proposal/contract signed 02.09.24. Galaxy was to provide concrete coating around pool. Galaxy does not do any work associated with pool drains or expansion *********** (owners) were told to just pop them out right before they arrive to do the concrete service. We were also instructed that we could easily pop them back in after completion. Sales lady walked the perimeter of the pool, took ************* took measurements & sold the deal as being an easy process for drain ********************** Prior to the scheduled appointment Deco Drains were attempted to be popped out. At that time, we attempted & found they are actually cemented in place with no ability to be removed without destructively sawing them out of the concrete. We were then left in a Catch-22 where Galaxy wanted to do work with no drains in place as to not damage them during grinding yet all pool contractors and even Galaxys Project Manager (via phone) understood & confirmed that for a drain to be effective in doing its job & be properly retained, it must be cemented in place before final coating is applied to the pool deck. Galaxy doesnt do any work that includes pool drains & expansion joint replacement, however they sold us a pool concrete coating service & provided no solutions to our dilemma. We spoke with 4 different people at ***************************** provided any assistance in the process & only offered to delay the service. Weve paid over $2500 in additional expenses related to the pool drains, have yet to remove the expansion joints, which are also set in concrete & need to be cut out, & need to repair exterior stucco that was damaged in the process of installing the drains. We would like a full refund as Galaxy did not perform any services, did not make any additional visits to our home, did not spend any money on product/supplies for our service, & did not show effort to assist in a resolution. Galaxy shouldnt be in the pool service business. I needed a pool company from start to finish.

  Business Response

  Date: 03/22/2024

  We apologize for any inconvenience this may have caused you. We do not do drains and don't partner with any companies that service them we however are willing to go around them. Our policy regarding deposit refunds is in place to ensure the smooth operation of our services. We appreciate your understanding and we are more than willing to complete the project once the necessary repairs have been made to the drains. 

  Customer Answer

  Date: 03/24/2024

  We have yet to receive any refund. I would still like to receive a full refund considering Galaxy has not visited my home or done any work for me since the contract was signed. Non-refundable deposits are intended to protect a business in circumstances of sudden cancellation and to compensate the business for the time, effort and money expended up to that point. None of this applies to me as Galaxy did NOTHING in preparation for the service, including help me problem solve when I couldn't find anyone to do the work that needed to be done in preparation for the concrete layer.

  Business Response

  Date: 03/25/2024

  We do not offer refund after 3 days of being in contract but are willing to continue to do the work we were contracted for. We do not offer pool drain services or are we experts in pool services and would love the opportunity to complete the concrete coating work as contracted. I will reach out to you via phone call tomorrow if you're available as well. 

  Customer Answer

  Date: 03/27/2024

  We paid 20% up front at the suggestion of the sales representative, even though only 10% was required. I have a voicemail from March 14th from an Indianapolis phone number stating that I would be receiving a refund.