ComplaintsforGarage Experts of West St. Louis

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased $13K in Epoxy coating from GARAGE EXPERTS, Garage, driveway, and pool area. Driveway coating is flaking, cracking. called in fall of 2020 about concerns with driveway. told they could not repair until 2021. Called early 2021 and scheduled appointment for repair July 1&2. Due to rain they started repair July 2, and stated they would have to return September to complete. Called twice early sept, 9/9/21 made contact. He stated we were not put on schedule, and would have to wait till 2022 to complete repairs, and he stated the issues would continue to occur and would not be able to repair in the future. Pool area too slick, they tried to repair twice, multiple people falling, hazard. Company saying our issue? They do not want to repair, said our concrete is failing. We vetted our concerns about product adhering, and were told product adhering problems would be repaired for life. Wanting to walk away from their obligations.

  Business response

  09/23/2021

  We did the work.  We came out on July 2nd and did repairs.  We do not do outside areas from September through March.  We have been in contact with them.  We are scheduled to go back in the Spring.  Their driveway failures are due to excessive moisture vapor and sub straight failure.  This is not our product failing, but the concrete itself.  We plan to work with them on the project.  We plan on doing the work.

  Customer response

  10/04/2021

  We filed a BBB complaint, #********. The company's response to the complaint is not accurate. The company has determined the issues is due to concrete failure and not product failure without any testing/core samples, or corp. evaluation. NO tests were done prior to application. Customers spend thousands of dollars for their product, and when it fails they can simply sayit is the home owners issue? We asked these exact questions and were assured their product would work, AND if somehow it failed, they would be there to repair for a lifetime? They should have never applied product if there were a concern. They are suppose to be the "Experts".The product is applied in our 3 car garage, all around out pool deck, and 1/2 of our drive way. We spent thousands of dollars, to the "experts" and they can simply say it is our issue? THEY ARE THE EXPERTS, THEY ASSESSED it would work. Someone needs to challenge how they tout "Lifetime Warranty". I'm awaiting for an agreement in writing.

  Business response

  10/04/2021

  I have been in communication with the customer.  I am working with them to get it fixed.  I sent the proposal to them on October 2nd, and we will get everything done for them.  The agreement has been sent.

  Customer response

  10/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with a few considerations. 

  However someone from the BBB needs to look at how the company is presenting their "Lifetime Warranty".  There is not such thing with this product.  IT is presented with large font on all their folders and brochures.  Not true. 

  The company is simply saying that our concrete is failing, and are wanting to pay to walk away from their work. leaving us to deal with failures moving forward.  There have been no tests, no core samples, or anyone from the company other than the person that applied the product look at our concrete.    We asked tons of questions of the company PRIOR to purchasing their product on this very issue.  They ensured us they would stand by us if there were any future concerns.  We did not have any intentions on putting the product on our driveway until  they sold us their product would be great for this application.  If this company specialized in this type of application they should have a method to test the sub straight before charging the customer thousands of dollars for their product, and walking away because they simply blame it on the customers concrete. Flooring companies complete moisture testing prior to applying flooring over concrete, so there is a method to ensure it is good prior to application.  

  Sincerely,
  
  **** ******

*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. ↩