Business Profile

Garage Remodel

Hello Garage of Palm Springs - Temecula

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Initial Complaint
01/27/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Complaint ID: ******** A letter from the business owner seems to be all that is needed to close a claim???The owner is lying. He changes the value of his redo every time it's mentioned. Raising the cost of course.He claims there was no warranty yet we spent considerable time discussing it and fallbacks if he went out of business.The cost of the entire job was 5400 and that included 3 areas. Each was to be sanded, filled in and coated. we claim that we had a second meeting to correct our original color choice in the back areas. He claims we met but did not change. Never the less he did redo the top coating. This area was a bit more than 1/2 the total. Physically it was at least that in original labor The redo took off the top coating only andall the sanding and resurfacing was still fine and redid with the correct color. He is now claiming that the redo cost more than 55% of the total job he's been at 3000 2500 and less in earlier communications. The is just an expample of false statements. The warranty is the issue ...their web site clearly states 5 years but is now claimed to be posted after my contract. I have no document disclaiming warranty and would not have chosen this product without one. The warranty was the deal clincher. I have no way to determine when the online add related to my end of June 2-24 contract was posed. There is a discoloration on the front block that was redone already for a larger issue and there are top coast bubbles in the rear that need addressing. I hope you do more than accept disclaimers from business owners that mislead and outright lie
Business response
01/28/2025
Dear Mr. ********************************* you for sharing your concerns. We value your feedback and aim to address your points clearly and fairly.

1. Warranty Discrepancy: Our records indicate that warranty terms were thoroughly discussed and understood before contract signing. If there was any misunderstanding or if you feel misled, we sincerely apologize. However, the warranty information on our website was updated after your contract date, and your agreement reflects the applicable terms at that time. This process is consistently explained to every customer we service.

2. Redo Work Costs: The redo work was completed at significant expense to us based on your specific requests, ensuring the project met your expectations. The costs associated with this rework were accurate and, in fact, were provided at no cost to you, despite there being no obligation for us to **** the work. This was done as a goodwill gesture.

3. Addressing Issues: Regarding the discoloration and top-coat bubbles, we remain committed to addressing issues. However, as your project was exterior and is not covered under warranty, there are costs associated with any revisit. We are happy to rework the issues, but a service fee will apply as stated in the policies outlined in the contract you signed.

We strive for transparency and professionalism, as reflected in all our communications and agreements. Our signed contracts ensure clarity and fairness for both parties. Unfortunately, we cannot perform additional free work, especially when issues arise due to negligence or failure to follow maintenance instructions provided.

Thank you for your understanding. If you would like to discuss further or schedule a service visit, please dont hesitate to reach out.

Sincerely,
**** **********
Owner, Hello Garage of Palm Springs-Temecula

Initial Complaint

01/10/2025

Complaint Type:: Service or Repair Issues
Status:: 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.

Hello Garage Palm Springs - Temecula CA . **** says everything was perfect when his crew left and refuses to address unless I pay an additional $650. I have also found small bubbles in the top coat in the rear of my home. **** refuses to respond to this issue.**** now states that there is no warranty on exterior work. Everything I saw referenced the Lifetime Warranty coverage. Again a he said she said as we had clear understanding the there was an extended exterior warranty and even discussed possible issues that could arise. The Hello Garage web site indicates a 5 year warranty for exteriors. We called Hello Garage corporate and got absolutely no help. They simply say all responsibility rests with the franchise owner.We remain at a deadlock. For a premium price we are not very pleased.

Business response

01/09/2025

This is not a customer of ours, they may have the wrong business. We are located in IL.

Customer response

01/09/2025

I have a number of email exchanges with the owner **** **********

Also information requested

**** **********

Hello Garage Palm Springs - Temecula

**********************

********************

************ personal cell

888 59 GARAGE Office

Business response

01/18/2025

Dear *** *******,

Thank you for reaching out to us with your concerns about your concrete coating. We value your business and want to address your issues with transparency and professionalism.

Regarding your project, we want to remind you that there is no exterior warranty associated with your contract. This policy was thoroughly explained during the sales process and signed off on by both parties. As of October 1, 2024, we introduced a new exterior warranty for projects contracted after this date, but unfortunately, your project, which was finalized before then, is not eligible for this coverage.

Additionally, we would like to point out that we have already gone above and beyond for your project by completing over $3,000 worth of additional work free of charge. This included redoing the floor to accommodate your request for a color change after the original job was completedsomething we did purely out of goodwill.

We maintain detailed photographic documentation of our work, which confirms that your project was completed to the agreed-upon standards. Any subsequent issues with the coating would fall outside our responsibility and are likely the result of external factors such as negligence or improper use.

While we are unable to offer further free work, we are more than happy to schedule a service call to address your concerns. Please note that this service would be subject to our standard service fee.

We appreciate your understanding and cooperation. If you'd like to proceed with scheduling a service call or have additional questions, please feel free to contact us.

Thank you,

**** Rosenkranz

Owner of Hello Garage

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