Complaints

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Floor guard was hired to fix the floor epoxy in front of a large commercial freezer. They were informed that the door would need to be removed before the job was done. I clearly discussed this concern with ************ (salesperson) before the installer did the job. We raised the concern and we discussed over the phone what was to be done. I was very clear with **** that the door needed to come off, but the installer just came and did the work. I did not even know when he came into the building, he just went and did the job because he was familiar with the facility from other work. **** failed to get it into the notes to the installer. When I asked about it getting on the invoice, **** told me it would not be a problem and would be taken care of. The installer left the job without telling anyone he was done. In my previous 3 experiences with the company, someone talked with me before they left any job. I was in the building that day and I was the one who found the door left open at around 5pm. Had he come to me at 3 pm when he finished, we would have figured this out and come up with a solution. Instead I closed the door to the freezer as there was no sign saying to leave it open, nor did he communicate with anyone that the door needed to be left open. Nor was the area taped off, only the door taped open. Let's just use common sense here, he left a freezer door open in a commercial kitchen and walked off the job. In this case floor guard is not taking responsibility for the damages to our freezer door, its employees actions and how they communicate with customers? Regardless of ****'s failure to communicate the door coming off, the installer failed to speak with us after he completed the job. Now floor guard is unwilling to except their damages in this matter from either end. We have shared the invoice of the damage to the freezer door with Floor guard and they are unwilling to pay for it.

  

  Business response

  01/18/2023

  I am very sorry for the delay in responding- I dropped the ball on this.  I want to give further detail in terms of the history of this job.  When ************** states repair issues, it was damage his company caused on the floor.  Here is a run down of the job:

   

   

  Job completed- 04-19-2022- We installed our floor and the customer closed the door in the freezer and damaged a part of the floor. **** went out and inspected it and put in our work order that the door was stuck to the floor and when they opened the door up, they pulled some of the coating off.

   

  1st repair completed 05/04/2022 - This is the complaint ************** is referring to.  He states that ****, our salesperson, agreed to remove his freezer door. I have submitted ***** response below.  **** has been our sales representative for 25 years; he knows our policies inside and out.  We have never removed doors from a job in the over 30 years we have been in business, as it is too much liability. We would never have removed this freezer door, as we are not **************. We would never risk damaging a commercial freezer door. 

   

  We did the repair on the floor, and ************** closed the door at end of day prior to the floor curing. This damaged the freezer door and it had to be replaced.   If ************** wanted the door removed so it wouldnt get stuck to the floor, why did he close the door himself?  He should have left the door open so the same problem didnt occur twice, but he chose to close it.  We did this repair for free as a curtesy, despite the fact that the repair was needed due to damage caused by ****** (the customer).

   

  2nd freezer door repair 10/11/2022.  We went back out to the job and repaired the floor once again, and the door was clearly left open this time. There are no issues with this repair. This second repair was done for free as well- we did this as a courtesy since they are frequent customers.

  ____________________________________________________________________________________________________________________________________________________________________________________________

   

  To whom it may concern,

   

  My name is *********************** and I am a salesperson for Floorguard **** I am the **** that is refenced in the letter from **************. My role as a salesperson is to meet with clients, take measurements of the job site, record information about specifics of the installation and send documents for the completion of the sale. I do not oversee the installation crew or set their schedule.

  During the process of this particular project the original coating installation was done before the freezer was operating. The coating was damaged after the installation and our office set up a time to send an installer to fix this. This damage was not Floorguards fault in any way.

  Throughout this installation I had spoken to the owner of ****** about the process, but never said that we would remove the door at all. We dont remove objects, trim, fixtures or doors as part of an installation. This is the responsibility of the owner or client. It is also their responsibility to maintain a proper temperature and have the space ready.

  All  of this is clearly stated in our Terms and Conditions For Commercial Installation that the owner signed and has a copy of. We do not begin an installation without this signed document.

  I cannot address the installers actions at the site as I have no control or communication with them.

  We have done previous installation at this site so the owner is aware of these procedures.

   

  Sincerely

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

  Floorguard

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Floorguard install an epoxy coating to my garage floor. The floor is chipping and wearing - which it should not do. When I bought this it was guaranteed - their website says satisfaction guaranteed. They insist on charging a high service fee to repair this. This is unacceptable and false advertising. I made it clear I am disappointed - they do not care and have misleading advertising.I had another garage with the same issue - they ignored my until I wrote the BBB. Once I did that they responded and fixed the damaged floor.I would like them to do the repair and back up their product. The last garage they recovered the entire floor and I agreed pay a modest fee.

  

  Business response

  08/23/2022

  ************************** floor was installed in ****, over 20 years ago. His garage has a raised rain lip, so after ******************************** and out of the garage, the rain lip edge has worn down, which is normal wear and tear. This is not a warranty issue. We were relying on ************************** understanding the logical notion that floors, like almost everything, are not indestructible. We have been extremely accommodating to ************************** and offered to come out, grind down the rain lip edge, and recoat it so it is sealed. We offered to complete this non-warranty repair for only $469.00, a cost that only covers our material and labor. With the high cost of raw materials due to nation-wide inflation, we are offering a very reasonable and low-cost repair to fix the wear and tear of a floor that has been down for decades. To put things into perspective, the average cost to have a locksmith come out for a 20-minute repair that includes no material and limited labor, is $300. We have been in business for over 30 years and have installed over 15-million square feet of flooring, with thousands of happy customers, so having single-digit negative reviews is remarkable. Unfortunately, people like ************************** are able to leave misleading reviews without displaying all the facts. As we stated, this is not a warranty issue, it is simple wear and tear on a raised rain lip that is over 20 years old. We informed ************************** that if he changes his mind and would like us to schedule a time to come and repair the floor for a very minimal charge, we would be more than happy to do so.

   

   

   

   

  

     ***********************

      President

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

      www.floorguard.com

      Ph.  ************

      Fax.************

      ********************************************************************************************************************* 60506

  Customer response

  08/24/2022

   
  Complaint: 17624862
  
  I am rejecting this response because:
  
  

  - website states satisfaction guaranteed 

  - I have 2 garages - the other one had issues and they returned to redo the garage floor. They stood behind their product once before  

  - the garage in question is rarely used - wear and tear is not a valid argument   

  - her argument about a locksmith has no comparison to this. If the locksmith service failed - he would return to do the repair at his cost. 
  

  - her email just repeats the discussion we had.  The attitude and argument is not appreciated.
  Sincerely,
  
  *************************

  

  Business response

  09/16/2022

  This floor is not under warranty. ************************** floor had a 5-year warranty, which he was made aware of over 20 years ago, when it was first installed. His claim of a "satisfaction guarantee" warranty is ludicrous and has no base. I have no idea what that even means? That statement has never been included any of our warranties nor has it ever been stated verbally or written on any literature. This idea of an indefinite "satisfaction guaranteed" warranty does not make any sense. This situation is the equivalent of someone with over a 20-year-old car, that now has scratches and dents in it from 20-years of driving,  going back to the dealership he purchased it at and saying he is not satisfied with his car and demanding repairs and a new paint job at no charge, fabricating an imaginary warranty where he gets free repairs for life. He is purposefully wording his complaint to appear like he just recently got his floor installed, to mislead the reader. We are discussing a floor that is over two decades old. He is implying we are blowing him off and have not offered any solutions for him, which is false. His floor is out of warranty by over 15 years, so we offered to repair the entire edge for a mere $469.00, this barely covers labor and material. This is an extremely reasonable solution that ********************** has turned down. If ********************** changes his mind, we would happily schedule his repair. 
   
   
  Thank you!
   
  *******************************
  
  *******************************
  Director of Sales
  

  Customer response

  09/17/2022

   
  Complaint: 17624862
  
  I am rejecting this response because:

   

  This constant combative response from Floorguard is very disappointing.

  They changed their website - but it has claimed satisfaction guaranteed for a long time.  I had a similar problem several years ago in my other garage - they did the repair without issue.   I voiced my opinion on ****** reviews and she threatens me with an attorney - which has no merit.  Her comparisons of a car makes no sense as I just want the garage floor addressed.  They provided a service - it is not working as advertised - and I want it to be addressed without the combative nature from her.  Simple.

   

  If she is willing to redo the floor in my garage for the amount she offered I will accept that.  I am not interested in a solution that only addresses the edge. This will look ridiculous.  To use her analogy - it would be like painting the scratches on the car !
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 9, 2021 I signed a contract for epoxy flooring with Floorguard located in ******, **. On April 4, 2022 I made a deposit with my wife's debit card with the intention of paying the remaining balance with my credit card. On May 3, 2022 my wifes debit card was charged without authorization. I contacted the company to inform them of this unauthorized charge and to provide my credit card which I was intending to pay this balance with. I was told by **** Highland on multiple occasions there would be a $42 fee. This is a violation of the contract I signed.

  

  Business response

  05/11/2022

  Thank you for reaching out with the 2 complaints filed against Floorguard, INC

   

  ***** #********Our customer signed our standard contract prior to his floor installation. The contract reads:

  
  Price and Payment. Floorguard will furnish all necessary labor, equipment and materials to install the custom resin-based floor coating described on the front of this proposal for the price indicated. Floorguard only accepts payment by credit card. A fifty percent (50%) deposit is required at the time of scheduling, with the balance charged to the same card when the installation is complete, unless specified otherwise. If the charge for the remaining balance is denied and you do not otherwise pay the balance within 10 days of notification from Floorguard, a late charge of five percent (5%) per month will be added to the balance due. You agree to pay all costs of collection incurred by Floorguard, including reasonable attorneys fees, collections fees, and court costs. ______

   

   

  ************** floor installation was completed on April 29th, 2022. Floorguard charged the card on file on May 2, 2022 which was the next business day. We charged the card on file since no prior communication was made by ************** that he would prefer to use another payment method. When ************** called the office he accused us of fraudulent charges. We did remind him of the contract he signed and offered to refund the payment method used to charge the balance. Since the payment was already processed and the merchant account already assessed us with the 3.5% fee we advised ************** to change cards he would be responsible for the second 3.5% fee we will be assessed by processing his card a second time. ************** did not feel he should have to pay the additional fee to change cards. We are customer friendly and always open to our customers to change payment methods with proper notification. ************** had ample amount of time to contact the office prior to the charge to change the payment method.

   

   

   

  Thanks,

   

  ****, Office Manager

   

  

  Floorguard Inc.

  340 ********************.

  ****** ********, 60506

  Phone:  ************** 

  Fax:  **************

  www.floorguard.com
  

  Customer response

  05/11/2022

   
  Complaint: 17142657
  
  I am rejecting this response because:

  
  

  This is false and very far from the truth. This company bluntly violated their contract terms and I have strong proof that this may be discriminatory. I've already filed complaints with the *** and NAACP. Is this the type of company that should hold a A+ rating? 
  
  Sincerely,
  
  Dhul *****

  

  Business response

  06/01/2022

   

   

  I responded to this complaint previously. I see it in the document you sent me. However, I would like to add since my last response this has been completely resolved and customer is happy.

  ****, Office Manager.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Epoxy to garage floor has stains that will not come out with soap and water which this company recommends. They say it is very very uncommon for stains to occur and if they do they come out with soap and water. In my case is not the issue like with many others I have read in the reviews

  

  Business response

  05/11/2022

   

  ******* # ********

   

  ****************** is correct in his statement statins are very uncommon. Our most basic cleaning instructions are with soap and water, however, we have a cleaning sheet with other items for customers to use on problem areas. If these methods fail, we generally will send out **** who has been with our company for 28 years. **** has several tricks he can try to get stains up. Since **** has been doing sales with Floorguard for 28 years, he is very well versed in our warranty and if he is not able to get stains out, he will see if we can repair the floor under the limited lifetime warranty we offer. Unfortunately, ****************** never called us and gave us the opportunities to help him with his floor.

   

   

  Thanks,

   

  ****, Office Manager

   

  

  Floorguard Inc.

  340 ********************.

  ****** ********, 60506

  Phone:  ************** 

  Fax:  **************

  www.floorguard.com
  

*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. ↩