Complaints

• Initial Complaint

  07/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I secured the company to epoxy my garage floor and secure storage. When they told me that they could do some of the work when I wasn't home, I declined because I don't want anyone having access to my house. On the third day, the team arrived and put up my garage door so this alerted everyone in the house. When we realized it was the team from this company I sent a text to **** letting him know that was not acceptable. At that time, I received the text from his team that they would be there in 20 minutes. His texts back, focused on the fact that they let me know. When I asked to speak with ****, he confirmed that he received this part of my text indicating that their text came late. His response: that's not my problem. When I stated that I'm done (indicating that the storage part of the job would not be contracted) he pulled his team for the day.

  Business response

  07/14/2023

  Our team text her approximately 20 minutes prior to arrival and knocked on the door when they arrived. Her husband and son answered the door and acknowledged that the team was there and came to move vehicles so our guys could park the truck and get started. 
  When our guys opened the garage door, she acted like they didn't have permission to enter and instructed our team to get out. They left. 
  I discounted her final balance amount to reflect only the work that was completed.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We requested for the company (Garage experts) to do an epoxy floor on our garage, ************************* came out and talked us through the process and choices and after we settled on one of the samples, and price we agreed on a date he would come for installation.We paid the requested 50% deposit of $1300 on the 02/27/2023, the remainder of $1400 was to be paid after the floor was done,The floor was done on the 03/17/2023 and immediately we realized that the size of the flakes used did not bring out the sample quality that he had promised. The finished floor had much smaller flakes compared to the sample he had sold us which also changed the look and color of the floor.The flake sizes were what differentiated his price plan.We attempted to call **** back to try and understand why the floor looked different from the sample he sold us but he instead was very rude in his approach and literally told us that he is not going to discuss the outcome of the garage floor since he has done thousands of other garages. He also threatened to put a lien on the house if we did not pay the difference immediately.We have attempted to contact the corporate offices of Garage experts in ********** by phone unsuccessfully.In our opinion, **** is giving out samples that he is either not intending to deliver or not able to deliver. Thus we don't feel that he is justified to ask for the payment that he is claiming from us. We are of the opinion that we should be charged the lower price of $1700 which was his price for the small flakes since this is what he installed in our garage and not $2700.We would also like an apology on his condescending tone and threat to put a lien on the house.

  Business response

  03/20/2023

  The customer reviewed and approved the materials prior to install. The flakes used for her garage floor are a blend between 1 inch size chips and quarter inch size chips, along with many different size chips in between. They are mixed and broadcast in a random pattern, but by no means were the larger 1 inch sized chips omitted from the process. The only price increase from standard chips to the premium chips is the requirement of a second clearcoat because of the larger chip texture would be too rough with only one clearcoat. I immediately offered to take off the garage floor coating if she didnt like it. Customer refused to accept that offer and schedule the removal. That offer has expired after expressing her intention of litigation. The price for a standard color clearly states $2310, not $1700. The upgrade to the larger flake blend being $462, which is $1/ft.. She never asked for a discount, only refusing to pay. Since the 1 chips were not omitted from the floor install, I would be willing to split the difference of the price increase, $231. There will be no apology, a lien is a common process for unpaid balances and opinion of my manner has nothing to do with the facts here. I have tried to attach pictures of the completed, floor and contract, showing the price, but unable to upload on this platform.

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