ComplaintsforGarage Floor Coating The Great Lakes

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2012 we had Great Lakes Garage Flooring put down a new floor in our garage. In the years to come the floor cracked and peeled. We asked them to come back and fix it and they did. This happened several times and they always came back and fixed the problem. This year the floor cracked and peeled again and we contacted them this past summer, June of 2021 and asked them to come and fix the problem again. We were given October 6th and 7th as the days they would repair it and they never came. I called and complained and we were given October 18th as the day they would come and fix it. Today is October 18th and again they did not show up. I called them twice and they said the crew does not work on Mondays. I am tired of being lied to. Our floor comes with a warranty that is still good. All we are asking for is them to make good on their promise and come back and fix the floor without having more trouble. I have taken off 3 days of work for nothing. I am tired of this.

  

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/22) */ Our company repair policy is as follows: Call the homeowner on Friday, prior to the week of their repair, to notify them that our installers will contact them Late-Monday afternoon; during this call they will schedule a time and day for their repair. Our installers have ever changing schedules. This method permits them to understand how their week will function, while also providing the necessary time to resolve our customer's complaint. We were contacted by the homeowner in June of 2021. We then scheduled his repair to occur during the week of September 20th. When our installer contacted the homeowner on the week of September 20th, he declined the repair, stating that he would prefer the first week of October. As we did not have availability during his requested week, he was instead scheduled him for the week of October 18th. The homeowner contacted us on October 6th, agitated that he had taken the day off of work for his repair. We then reminded him of his scheduled installation during the week of October 18th, and made certain to emphasize our repair policy. On Friday, October 15th, the homeowner was again contacted to remind him of his upcoming repair and to recap our policy. The homeowner called us on Monday the 18th, prior to receiving his scheduling call. When notified that he had beaten the team to the call, but informed that his repair would be taking place on Tuesday. The homeowner expressed frustration; he had once more taken the day off of work, then proceeded to called our staff liars when they mentioned the repair policy, informed them that he would be contacting the BBB, then hung up on them. Prior to us receiving this complaint, a team member had already begun the repairs, on Tuesday - as the homeowner had been informed. While working on the repair, the team member noticed a larger problem. He spoke with the homeowner's wife, providing a solution that goes above and beyond a "warrantied repair". As of today, October 22, 2021, the repair and additional solution has been completed, and we have received verbal approval from the homeowner's wife. Consumer Response /* (2000, 8, 2021/10/25) */ Hello I hope you received my email asking you to please remove my complaint. Great Lakes Garage Flooring came back and did a wonderful job and I am happy with what they have done Thank you ***********

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