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:02/14/2024

  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.

  Premium pricing to say the least. Double the cost of the exact same you could buy elsewhere. Like me, if you think it is worth it to be pay more for a local, knowledgeable, detail orientated, trustworthy, professional, and communicative business, think again. Do plenty of research and strongly consider hiring someone else. A reluctant "salesperson" ***, who I have never even met, called in response to my inquiry through their website. *** apparently didn't have much time as clearly he is a full time employee of the corner, buy here, pay here, used car lot. Nor does he answer his phone. Though he did make an initial call to me, when I was awaiting the in person visit that was scheduled by the administrative staff (another sub-chapter of this embarrassing "company's" tale.) During this call, he asked for as many dimensions and photos as I could provide, considerable information as to what cars I was going to be using with the lift, etc. All seemed well. An "estimator," armed with a tape measure, did arrive in lieu of ***. Shortly thereafter, *** called again to "quote" an estimate that was of course supposed to sound like an enormous deal! See above as to why I agreed to accept and get started. Trying to keep this short. After several days, the bulk of the work was done. No one was ever around to witness/assist in the actual USE of the lift. You know....... actually driving cars onto the lift and making it go up and down! I and my wife had to witness the considerable damage caused to BOTH of my cars when driven onto the lift. The next day, the "crew' returned and took many photographs, uttered many oohs and ahhhhs, more Spanish than I am capable of understanding, took many photographs, and then.......... the magical TAPE MEASURE appeared to try to determine what was actually needed in terms of approach ramps that were obviously in appropriate for my lift/cars. This was at least 2 weeks ago. I have sat politely, through days of gloriously warm convertible weather (unable to drive my cars off this wildly over priced lift, installation, and WOEFUL "customer service") awaiting word as to the arrival of or even knowledge of the solution. I called today to be informed that the office staff, at least, had NO idea that there even was a problem. Then continued to quote that per my estimate, the lift was installed and is working........ As the saying goes....... I couldn't make this up. There is MUCH that I am omitting, like being made to feel like a deadbeat, being harangued repeatedly for payment in full while work was still in progress, and being put off because I wasn't happy about paying a 3% fee to use a card, etc. In fact, even the office person who first responded to my online inquiry was inquisitive as to whether I could actually pay for this or not........ WHAT A LOW LIFE SCAM ARTIST "BUSINESS" THIS IS AT EVERY LEVEL!

  

  Business Response

  Date: 03/21/2024

  First, PGS would like to state that this is not related to a repair issue.

  ****************** contracted with Potomac Garage Solutions to supply and install a pre-owned double wide four post parking lift.  It was clearly stated on the estimate that this unit was used and that any electric work, such as a dedicated electric outlet, was not included in the price.  ****************** signed this estimate indicating he agreed to the scope of work and PGS' Terms and Conditions.  During course of the installation ***************** contacted to office to complain that he expected the dedicated electric outlet (a $2850 value) to be included at no additional cost despite the language on his signed contract.  In order to keep ***************** happy PGS agreed to have a Certified Electrician install the dedicated outlet at our expense.  

  ***************** purchased a pre-owned parking lift at a significant discount.  His expectation that it would be customized beyond the standard manufacturers specifications to suit his particular vehicles at no additional cost is unreasonable.  During the period of time that ***************** was demanding this modification, he left profanity ridden voicemail messages to one of our employees and demanded meetings in-person meeting that he then abruptly cancelled.  He continued to send disrespectful, condescending and quite frankly discriminatory emails to our office even after PGS offered to purchase some specialty parts for his parking lift and provide them at OUR cost to him. 

  In summary, Potomac Garage Solutions provided ***************** with the goods and services for which we were contracted and then went above and beyond that to attempt to satisfy him.  There is no repair issue and no credit due to him.

  Customer Answer

  Date: 04/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21292483
  
  I am rejecting this response because:
  

  The response received from the "business" is inaccurate and may have surpassed even my very, very low expectations of them. The inaccuracies are obvious lies stated in an attempt to discredit a customer who had the audacity to complain about this "company's" poor performance, communication, and complete lack of ethics. Salvaging a poor reputation is all that matters to them now.
  

  What is equally obvious are they significant omissions to of many ACTUAL statements, actions, and/or lack thereof. 

  Damage was caused to 2 vehicles. Vehicles that this "company" was not even present to observe being placed on their equipment. Once, by their low standards, it was determined that the equipment raised and lowered, the installers were gone in a flash. Actually being able to safely use their equipment turned out to be of no concern to this "company." Example to better explain. I am soon going to be having a fence installed in my backyard. I have made it clear that I would like to be able to enter and exit the yard via some sort of gate. Common sense. Yet I have to explain this over and over again because of this awful experience regarding this garage lift. If I hired a "company" who operated like this garage "company" I would be climbing my fence everyday. And what would I the hear? Something like, "Well. It is a fence, yes? It hasn't blown down has it? What more do you expect? Isn't that "all in?"

  There was a disconnect from the very beginning. I stated that it was my intention to park 2 vehicles on the proposed lift and park a 3rd beneath them, thus, turning a 2 car garage into a 3+ car garage. The disconnect is that this "company" forgot the fact that I was actually going to use the lift to park cars on. Not hang laundry. Yes, I the awful customer expected to be able to use, as he repeatedly stated in detail from day one, what he was purchasing.  Imagine such a concept.

  The second HUGE disconnect was the fact that this "company's" salesperson repeatedly stated that the price quoted was "all in." I probed further, seeking clarification so as to avoid any future issues, yet all I kept getting in response were words like, "everything" "all" "materials" "labor" "installation" and it was stated repeatedly that "all in" was literally just that. All in.

  After all this time, I have barely used the lift as it is potential source of yet more damage to my vehicles. From what I understand from others, when lowering all 4 corners should impact the ground together. This is not the case with my clothing line. When lifting, the mechanical "locks" should all engage simultaneously. This is definitely not the case with my clothing line.

  This not stopping together has resulted in additional damage that has occurred since my original complaint. Im not sure what my next course of action will be.

  In conclusion, at considerable expense, I recently successfully relocated from *******, to here in ********, with a a piano and 2 classic cars and a load of household boxes. Not a scratch, dent, or crack in or on anything. Then I unfortunately contacted this "company" seeking a solution for my garage situation. In every way imaginable, doing so was a terrible mistake. Not in my having had the idea to seek a solution, perhaps in the form of a car lift. No, the terrible mistake was in contacting this "company."

  To the BBB representative reading this, at a minimum, I implore you to post my complaint, and any and all responses, to every publicly viewable location. Everyone. EVERYONE. Needs to strongly consider working with literally any other "company." 

  Regards,
  
  ***************************
  

  

  Business Response

  Date: 05/06/2024

  Potomac Garage Solutions fulfilled its obligation to this customer.  All products and services on the Work Order, in addition to the previously mentioned dedicated electric outlet provided at no charge, were installed and operational.  An inspection was conducted on the parking lift after installation and it operated according to the manufacturer specifications.  The customer was provided information on optional custom modifications available for the "used" parking lift sold to him at a very significant discount.

  The model of the parking lift is clearly listed on the Work Order and the specifications, installation manual and operational manual are available and accessible to all on the manufacturer's website.

  The last communication Potomac Garage Solutions had with the customer was an email on 2/19/24 in which he chose to have the drip pans for his parking lift dropped off rather than installed by the trained technicians.  At no time has the customer reported any mechanical issues nor any other problems with the parking lift since the installation.  The parking lift is still covered by both the material and labor warranty according the the Terms and Conditions in the agreement.  PGS has an obligation to honor this warranty and is more than willing to do so, but cannot be held responsible for issues and/or damages that have gone unreported after the initial installation.  Additionally, if another company is retained to inspect or repair the parking lift, the warranty with Potomac Garage Solutions will be voided.  PGS stands behind its products and services and must be given the opportunity to do so.

   

• Initial Complaint

  Date:11/22/2022

  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.

  Last summer Potomac Garage Solutions did work on my garage. The work was never completed, and I was told lies repeatedly by *************************** for the better part of a year about the bike and scooter racks I ordered that were ultimately never delivered. I was originally told that was the $1600 miscellaneous charge. That charge suddenly became for drywall and was doubled, as if my garage suddenly grew twice as many walls or something. They also were only able to install 5 of 6 overhead racks and instead of refunding me for that, they changed all the numbers so it was absorbed by all the other totals (compare estimate to work order totals). Additionally, they paid $250 for a wooden table top (which ********** accidentally sent me the receipt for) and charged me $1370 for 2 metal table tops. I understand that it appears that the work was completed on 7-27-21, but I was still being lied to about the bike and scooter racks well into 2022. Thank you for your time and attention. I really appreciate it. Everyone else on the planet has given up caring about anything.

  

  Business Response

  Date: 12/08/2022

  This customer has attempted twice previously to receive a partial refund for her completed garage renovation through her credit card company as a chargeback and has not prevailed.  

  Potomac Garage Solutions supplied and installed the entire scope of work listed on the Work Order attached.  She had two walls of drywall and a ceiling beam enclosed in drywall and all were painted, the drywall is the miscellaneous charge listed as the third line of the document.  PGS needed to supply the drywall in order to paint it as her garage were unfinished prior to the renovation.  With regard to the overhead storage units, her initial estimate listed 6 at $725.  Due to her requested layout of the cabinets, PGS was only able to install 5 of the overhead storage units.  The price per unit was not manipulated in any way, she received 5 and was billed for 5 at $725 each.  The vendor that supplied the cabinets was no longer able to procure the raw materials to provide the stainless steel worktops due to supply chain issues so the customer agreed to the maple wood worktop instead which had to be custom cut to fit the cabinets.  There are no bike or scooter racks listed on her estimate or work order, none were installed nor was she charged for these items.

  Potomac Garage Solutions has completed the work for which we were contracted.  We have offered to supply and install the requested bike and scooter racks at an additional charge but the customer has refused as she claims those items were included in the project.

  Customer Answer

  Date: 12/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  The miscellaneous charge which PGS claims was for drywall was doubled in the final amount charged (see work order), but the number of walls in my garage never doubled. 

  
  

  5 of 6 overhead racks were installed, but the overall total did not reflect a refund of $725.

  
  

  Most of the amounts in the total column of the work order increased from the estimate (reattached here), in odd ways, in order to make the total come out the same.

  
  

  The wood table top was purchased by PGS from ********** for $250, and I sent you that receipt, and have reattached it here, so I don't know what custom fitting it has to do with anything, and certainly does not merit a $1120 charge. I agreed to the installation of the wood table top after it was already installed.

  
  

  *************************** told me the miscellaneous charge was for the bike and scooter racks ("and I'm gonna hook you up with tons of accessories" - which didn't happen), and we had multiple phone conversations where he repeatedly told me stories about supply chain issues and the bike rack company going bankrupt. On the comments section of what turned out to be the final form, it clearly states the bike and scooter racks had not been delivered, and therefore the order was not complete. **** told me I would be refunded what I was overcharged once the racks were installed, but that was obviously a lie since no one had any intention of delivering anything, but rather continued to lead me on about the racks through the beginning of 2022. Nobody ever offered to install any racks, even for an additional charge. The last conversation I had with ***************************, he said he was still trying to find a company that had some available, in order to run out the clock on my ability to obtain a refund from my credit card company.

  
  

  PGS lied to me, and they have lied to you, and I don't believe it is ethical to allow this company to remain in business, frankly.
  
  Regards,
  
  *************************