Complaints

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Complaint Summary: On May 25 2021, I paid Invoice 2368 for $1,375 to Shane Knapp of Garage Force Birmingham AL to install the Metallic Floor System on my back patio floor with Satisfaction Guaranteed and a Residential Lifetime Warranty. 1 year after installation, my patio floor began to peel, crack, and discolor for unknown reasons. From August 2022 to March 2023, I attempted to have Shane come over to assess the issues and schedule a date to fix the floor. My attempts were unsuccessful because Shane was unresponsive. From April 2023 to Oct 2023, Shane made multiple attempts to fix the patio floor, but the attempts were unsuccessful. It became clear that my patio floor was now compromised and I decided it was best to request a refund and move on from Shane and Garage Force. Shane agreed and accepted my decision. On October 10 2023, I officially requested a refund for Invoice 2368 for $1,375 and for Shane to return my patio floor to its original state. Since requesting the refund, Shane has completely ignored me. He will not respond to any attempted contacts regarding my refund request or returning my patio floor to its original state. On October 23 2023, I was able to speak with “Matt” at the Corporate Office on the phone regarding my refund request. Since then, he has also ignored me. As of today, January 22 2024, I have still not heard from Shane and have still not received my refund of $1,375. This has been the worst customer experience I have ever had. The lack of communication from Shane and Garage Force and their avoidance to issue my refund of $1,375 is completely unacceptable. I am hoping the BBB can reach Shane Knapp of Birmingham AL Garage Force or someone at the Corporate Office for Garage Force of La Crosse WI to issue my refund and finally resolve this matter.

  Business response

  02/01/2024

  Good afternoon,

  This complaint is in regards to services rendered by a franchise location in Birmingham, AL.  As the franchisor, Garage Force has a responsibility to support the local franchise locations.  However it is the responsibility of the individual locations to handle any warranty claims, installation issues, sales questions, etc.

  We have reached out to Mr. Shane Knapp regarding this issue, and are requesting he respond to  as soon as possible to discuss their next steps.

  We have not received any communication from .....since last speaking with him in October/November of 2023.  

  We will continue to pursue Mr. Shane Knapp's communication with..... to resolve this matter.

  Thank you!

  Customer response

  02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21180629, and have determined that this does not resolve my complaint.
   
  Hello, thank you for the update, I really appreciate the response from Garage Force Corporate. 
  
  For clarification about past communication, I spoke with Matt at Corporate about this matter on the phone on October 23 2023. I informed Matt about Shane Knapp avoiding my attempted contacts regarding my refund request. 
  
  While Shane continued to avoid my attempted contacts into November 2023, I made multiple phone calls to Matt at Corporate but those calls were not returned.
  
  I will continue to mark this complaint as Unresolved until Shane Knapp contacts myself or the BBB and I have received my refund. 
  
  I sincerely hope I hear from Shane Knapp soon to resolve this matter and finally move on. 
  
  
  

*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. ↩