Complaints

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• Initial Complaint

  Date:06/21/2024

  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.

  When they agreed to do the driveway, sidewalk, and porch, the cracks were already present in my driveway and also they could see the concrete if they say it wasn’t quality concrete! She should have said my driveway was not a good candidate for there product. That would have been the right thing to do! But they just wanted the money! If she won’t stand behind places that open up and show the concrete under the epoxy product applied, she is not to be trusted. She can talk around it all day long but she knows this was not right. Do not let them do your driveway! Thank you for allowing me to warn future customers.g the concrete. I had contacted them and the owner, Alicia H******, came out and took pictures and said she would contact the home office to see if they would cover it. She made an appointment to call me 3 days later . said if they wouldn’t cover it would cost $400.00. She never returned my call. I called there office many times and she would NOT call me back. After this it appeared we had all been taken advantage of. My opinion is this product was not made to be put on driveways with cracks and subject to the weather. She called me
  back 2 months later because my neighbor got in touch with her about his problem and said she didn’t have the decency to call me back. She called me after talking to him. said “our concrete in this area was not good on our driveways and cracks were not covered! did not recommend repairing the one place exposing the concrete. She should at least repair the exposed concrete. Never should have been applied since she said our concrete was not good.

  Business Response

  Date: 06/24/2024

  **** *** ****
  
  ****** ******** ******  
  
  ******** ******** ** ********* **** *** *****
  
  To Whom It May Concern,
  
  We are writing to address the concerns and complaints from Ms. ***** regarding the floor coating installed by Garage Experts. We have responded to Ms. *****'s complaints and concerns on multiple occasions, addressing the same issue repeatedly.
  
  The floor coating installed at Ms. *****'s property is covered under a "Limited Warranty" that explicitly outlines exclusions. As per the warranty terms, Garage Experts will not be responsible for normal wear and tear, or any damage caused by:
  - Improper repairs made or attempted by anyone other than Garage Experts,
  - Faulty maintenance, misuse, abuse, neglect,
  - Extreme temperatures,
  - Staining or peeling caused by cracking of the substrate, defective substrate,
  - Hydrostatic pressure or moisture vapor transmission levels greater than eight (8) lbs,
  - Battery acid, brake fluid, or other industrial fluid,
  - Accidents, casualties, or natural disasters.
  
  This warranty language was provided in writing as part of the estimate given to Ms. ***** on June 27, 2023, and was also included in the written contract signed by Ms. ***** on July 6, 2023.  Both documents are attached for your consideration and review.  Language is in the section of each document titled, "What Is NOT Covered By This Limited Warranty?".
  
  To address Ms. *****'s specific concerns:
  - On August 28, 2023, during an in-person inspection, we explained the warranty coverage and, as a courtesy, repaired visible cracks at no charge on August 31, 2023.

  - On January 25, 2024, at 2:28PM, I spoke with Ms. ***** again for 9 minutes related to her concerns, and we arranged an on-site follow-up visit.

  - On January 29, 2024, during the in-person visit, I reiterated that cracks are not covered under the warranty and provided Ms. ***** with a verbal cost range for potential repairs.  She insisted that we check with corporate to see if they would cover repairs.

  - On February 2, 2024 at 1:59PM, I followed up via telephone, informing Ms. ***** that I had not heard back and would inquire with Corporate again regarding her concerns, but it was unlikely the cracks would be covered under the warranty.
  - On March 25, 2024 at 10:29AM, I again communicated with Ms. *****, clarifying that the cracking is not covered under the warranty and recommended consulting a specialist for concrete repair and underlying conditions.  This was a 15-minute conversation during which Ms. ***** made her thoughts on the subject very clear.
  - On April 6, 2024, Ms. ***** left a **** review, to which we provided a consistent response regarding the warranty coverage and our recommendation.  See attached.
  - Most recently, in June 2024, we provided the same information to Ms. ***** as part of her Better Business Bureau review.  See attached.
  
  At this time, we must reiterate that we can only service warranty-related items for Ms. *****. Any issues falling outside the warranty terms, as previously explained, cannot be addressed by GarageExperts.  Also, given the fact that the concrete continues to crack, per our recommendation, we strongly suggest that Ms. ***** not pay for repair service from GarageExperts until the underlying conditions with her concrete are resolved by someone specializing in concrete stabilization and underlying conditions.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Alicia H******
  Garage Experts  

  Business Response

  Date: 06/24/2024

  We value feedback from all our customers. When you chose GarageExperts to enhance your driveway, sidewalk, and front porch, we aimed to provide you with high-quality service and a lasting result.
  
  At GarageExperts, we take pride in providing thorough consultations, including onsite inspections and transparent cost estimates, to ensure our customers understand the project scope and warranty coverage. While we make every effort to communicate effectively during these initial conversations, we understand that there may be instances where specific verbiage is not directly addressed, which is why we provide a comprehensive written warranty as part of the estimate and contract.
  
  In response to your assertion regarding suitability, epoxy and polyaspartic floor coatings are suitable for installation on concrete driveways, as supported by industry standards and a simple internet search.
  
  It's important to recognize that cracks in driveways can result from various factors beyond our control, including soil problems, tree roots, weather conditions, construction issues, and heavy vehicle usage. GarageExperts solutions are installed over existing concrete. In recent conversations, we learned that, in this neighborhood, sprinkler systems were installed under the driveway and, although homeowners had consulted with concrete experts prior to engaging our company, concrete contractors were not selected due to concerns with the sprinkler systems. While we employ mitigation techniques during installation, some factors may persist over time. Reappearing cracks are a result of underlying conditions.
  
  We strive to be open about our coverage limitations and, in this case, per our conversation, we recommend seeking assistance from a professional specializing in concrete laying or resurfacing to address your specific needs. Regarding the recommendation not to repair the hole in your driveway, we provided this advice based on our professional opinion that addressing underlying conditions causing concrete cracking is essential to prevent further issues with the coating installed by GarageExperts.
  
  We maintain meticulous system generated records of all customer interactions and phone calls. While there may have been a delay in the most recent conversation, records indicate that efforts were made to follow up promptly with you regarding your concerns including onsite visits, phone calls and written responses.
  
  We understand your frustration and appreciate your feedback. If you have any further concerns or require assistance related to items covered by the warranty, please don't hesitate to reach out to us directly.