ComplaintsforGatorGuard of Indianapolis

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  june 19th i had a *************************** estimator come out to give me and estimate for garage and porches. i choose two he said the depoist would be ***** for all three. then he said as soon as the check cashed they get started on the 20th of june before the movers came. then i get a call two days later july 10th. then i was told by the workers and him on july 10th that i can walk on it 24 hours and put light things back. then found out by workers on july 11 i can not until another ************************ money i lost three bids on my house. can not bring my pets home . then they want another check for 5,00 plus keep 15 % because thy orderd the stuff thruogh az. and two small porches ***** i canceled the porches before they started. i was told by workers yesterday that they put my ramps back and frezzer now they say they have other jobs. they do not put back. they lied even the manger he was supposed to send me a recipt and itiemize statement before getting started. he never did. if i hire a handy man to help put things back it cost me more money.

  

  Business response

  07/11/2023

  Dear BBB:

   

  ****************** signed agreement and paid deposit for product to be ordered to repair and apply GatorGuard epoxy coating on her garage and porch areas.  The applicable cure time/walk on/move on times were discussed by Senior Estimator ***************************, and attachments accompany all sales agreements.  Our conversations are all recorded, and we made certain *************************** did indeed discuss when she could walk on, move contents back on, and drive on her new floors.  Our agreements (attached) clearly state there will be a 15% cancelation fee if a job or an area is canceled after the initial 3 day Right to Rescind Period, as processes and material ordering start to take place within minutes of procuring an agreement with a customer.  ****************** is being charged 15% of the porch job, the remainder of her deposit is being added to the balance due of the garage job.  We have not charged her anything more for ordering product or for anything else outside of her agreement.  Her initial installation date was agreed upon, and is documented in her agreement, and confirmed twice by our office.  ****************** also took to ************ to attempt to slander our company name.  GatorGuard is finishing her job today, and has installed the high quality floor she requested, with her warranty fully intact.

  Thank you,

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

  GatorGuard

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Gator Guard Apply a floor coating for me in July 2021. When the installer did the prep work, he filled in a control joint in the (concrete) floor. I questioned this at the time as control joints are put into the floor at the time it is finished for a reason. Concrete floors move and any resulting crack will follow the control joint and basically be hidden below the finished surface. With the control joint filled in, the filler will crack with movement and the crack will no longer be invisible. The installer basically told me at the time that's what they do and not to worry about it. By this spring a very noticeable crack had developed along the filled in control joint just as I feared. As a result of the cracking the floor coating has begun to delaminate along the crack. The floor coating is supposed to be guaranteed for 10 years so I contacted Gator Guard to report the failure. This was at the end of October. I sent photos and explained that the root cause of the failure is that the control joint was filled in by their installer. they stated that control joints should not be filled in as this will cause cracking at the surface. And further stated that their installer wouldn't do that. I pointed out that he DID do it. Maybe he wasn't supposed to do it, but he did do it. Then they claimed they would only cover the repair if the coating is delaminating, I sent them a video showing the coating moving up and down along the as I pushed down with my finger. They said they still don't see a legitimate warranty claim! They could repair it but the repair will not match AND they'll be charging me for it. I suggested since they couldn't admit they made a mistake from the photos that they need to send a man out to look at it in person. They said they might be able to get someone out the day before Thanksgiving, but I told them I would be out of town until Nov 26, and asked if we could reschedule. Since then, they won't respond to my emails.

  

  Business response

  12/12/2022

  Dear BBB,

   

  We have been trying to arrange a **************** with ******************, and have left voice messages from our ************ and Mgmt Team.  We stand behind our warranty and are looking to schedule a site visitation to inspect the damage and come to a solution collectively.  ****************** can contact us as well at ************** or ************.

   

  Thank you,

   

  GatorGuard of Louisville

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 13, 2022 Gatorguard at my house to schedule epoxy coating on garage floor. deposit of $1275.00 given.Garage floor was sunk in places @ 3-4" with large cracks throughout. Was originally going to have floor lifted for monetary reasons but warranty for procedure was only 2-4 yrs. then with cost of coating it made no sense. that is why I canceled on 7-29-22. Was given cement contractors to contact for replacement by Sales person. Calls voicemails were never returned, apparently too busy or not interested. Called Gatorguard again 8-11-22 asking for owners name (*************************), called the number and left voicemail. NO response. Next phone call from Gatorguard was from ****************** (mgr), explained my situation and was told he'd send instructions via email to me to consider a refund. Provided images of my garage floor before and after replacement as he requested. 8-30-22 called **** back asking if he'd also like to talk to cement contractor. NO response. 9-6-22 sent images of floor to ****. 9-8-22 Text messaged **** asking if he'd received images and short video of floor. NO response. 9-10-22 Contacted Channel 4 News - Detroit to see if their customer help team could help me. All I want is my refund back. Not asking too much. Being retired and on a fixed income sure doesn't help. I thought Gatorguard was an above the board company. But I have changed my mind until they do the right thing by me.

  

  Business response

  10/06/2022

  Good afternoon *******,

  I did want to reach out as well and let you know I have been in contact with Mr. ***** He and I had previously agreed on a refund since his contractor determined the concrete needed to be replaced. I had asked Mr. **** for that paperwork, which I received on September 21 after a couple week delay (hence the lack of communication).
  

  Mr. **** told me yesterday that he had filed the BBB complaint prior to my receiving the contractors statement, but since he and I had already spoken he would be removing the complaint, and had forgotten that he had even went to the BBB.
  

   I did confirm with him yesterday that the refund has been sent out and he has assured me that he will be removing his complaint, and would recommend GatorGuard to any interested party.
  

  I have included the texting conversation between Mr. **** and myself in the attached document.

  Best regards,

   

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

  VP of Sales GatorGuard LLC

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a garage floor coating put on my garage floor in November 2021 at a total cost of $7,436.00. Since then, the floor has cracked inside of the garage. It was a hump in the garage due to some extra concrete. They covered the area with coating and never mentioned that if this area cracked that they would not fix it. They made a point to mention to my husband and I that all of the area inside of the garage was covered by a lifetime warranty. I recently talked to the manager and now he is telling me that for repairs I would have to $99/hour even though it's all covered by warranty.I had already had the company come out after the initial completion of the coating because it wasn't done right the first time and the area, I am looking for them to fix is a part of the refix they have already done. I want my floor fixed for no additional cost.

  

  Business response

  10/05/2022

  We have been in contact with this customer throughout the process and after. We do have a lifetime warranty that covers our coating not peeling up off of the concrete and delaminating. The issue here is that the concrete is shifting and seperating in her garage which is what has caused the cracking the customer speaks of. Epoxy is not cable of holding concrete together nor is it designed to do so. What we have here is a concrete issue and has nothing to do with the project we completed. The floor is still in tact and holding up strong. We can however, come and refill the crack that has appeared, but just like before, we cannot garuntee that the concrete pad will not move more and happen again. This will also be a service fee to cover the labor to do so. All of this is in an area where there was already a concrete issue and they had repoured it in the past to try and remedy once. Unfortunately,  that pad of the garage continues to shift and sink, causing the cracking. A claim has already been filed by the customer to stop payment and was denied due to our epoxy holding up and doing exactly what we state it will. Should there ever be a warranty issue where the floor is failing, we will gladly be out to handle right away as we would do with any of our customers.

   

  Thanks,

   

  ***********************
  Vice President of Operations

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gator Guard came out and sealed patio. But less than a year it is pealing. Tech team came out and took pictures and said it is not right. They said a mgr would be in contact with me. They left one message and I keep trying to call and talk to the mgr but can not get anyone to call me back. Sick and tired of trying to get a hold of them. Worst customer service! I dont think I should have to pay $2000 for some sealer that is supposed to have a 5 yr warranty, but its not working. They need to get back out here and fix this!!!And I think I should get a credit off of my **** for all this hassle!

  

  Business response

  07/26/2022

  This customer has been taken care of. We went out to his residence for his initial complaint of white blochy spots on his patio. We determined that his original sealer under ours was delaminating from his concrete.  We had shown the customer this and tried to touch up any spots we saw but explained to him that it is not our coating that was failing. It was his original sealer. After we left the property, he started calling back within days again and wanted to speak with the ** of Operations and would no longer talk with our service coordinator. At that point in time, he was told our ** of Ops was on vacation and we would be in touch upon his return the following week.  The following week there were several attempts and missed logged calls back and forth before finally connecting. We reiterated to **************** our findings and claims he understood, though still unsatisfied.  He demanded we come redo his job again to PROVE to him that we were right and if we were then he would leave it alone.  After the back and forth we told him we would and we spent 2 days redoing his job.  We also offered before going out that he could get a small form of compensation if he did not want to redo the job. He denied and said that he would rather try to redo it because he felt he knew he was right. After completing the job for the second time, the spots still remained and he agreed that we were right. About a week afterwards is when he started asking for money back again.  We have done everything we possibly can to help this customer with the situation including redoing the job per his request even though that was not the issue. 

   

  Thanks,

  ***********************
  Vice President of Operations

   

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  When this started the rep that came out knew I sealed it before and said there would be no problem for the gator guard to apply and would look like new. However some spots did not take to the concrete. And even the service guy that came out said, yes he should of known that! And there was never any compensation offered. If there was, I would of taken it, because thats all I want. I would like this company to own up to their mistake and offer some credit back for their mistake. I think the product is good but I think they were wrong knowing it would not apply to the concrete since other sealer was put on before. Their guarantee is not correct and do not own up to it. This company is horrible in getting back to you and standing up to their mistakes!
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Gator Guard work on my garage floor. I complained about floor, had uneven sanding marks , areas not sanded properly. **** same out to check on the job. Saw what this issues were and sent a crew back to correct the issues. Early this spring I noticed bubbling or blistering on floor surface. Called the service office and they scheduled an appt. for 6/11/21. The crew say the issues, took numerous pictures, called ****, I was told he would call me later in the day or if not on Monday,6/14/21. It is now 6/28/21, I have not heard from him. I have made numerous calls, left messages. Don't hear back from anyone. Is the company still in business? NOT A HAPPY CUSTOMER. After spending over $6,300.00 on the floor, this what I have to live with. This guy ,"****", is more concerned about scheduling new jobs and not fixing jobs for previous customers. He does not have the courtesy to call me back..

  Customer response

  07/01/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  

  Business response

  07/01/2021

  There has been as date set to repair the flooring.

*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. ↩