ComplaintsforGatorGuard of Indianapolis

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Epoxy floor and repair, July of 2022. after a year bubbles and cracking appeared. When contacted Gator Guard said it mus be a mousture issue. They wouldn't even come out to look unless we committed to a minimum repair cost of $600 plus dollars.They said the warranty which they said was lifetime didn't cover moisture. Their web site says they provide a moisture barrier to prevent this but it is clear it doesn't work.They won't return calls, or have a conversation about this unless we agree to pay them an amount when they come out. This business is terrible, overpriced I am now finding out and more than likely they didn't do what they said they would.

  

  Business response

  06/27/2024

  Dear BBB:

  
  Customer agreement is attached, they do have our limited Lifetime Warranty intact for the inclusions shown on page 4 Warranty, 1a.  On pg 4, section 1b. #4, exclusions are stated and agreed upon.  Unfortunately, hydrostatic (moisture) pressure is an unpredictable condition from the earth below the concrete, and our warranty is akin to the industry standard.  We do include and did install our GatorShield moisture mitigating primer coat to help prevent hydrostatic pressure from causing delamination, but the very wet and ever changing ground pressure in the upper midwest can take it's toll.  Our service rate to have an inspection is $150, and goes towards any non-warranty repairs, no different than almost all home services providers.  The quoted amount was an estimated amount of repair cost for the areas in need, based on pictures submitted.  GatorGuard stands behind our warranty for product failure or improper installation techniques, and are happy to visit to physically inspect Mr. and *************************** floor.
  

  Thank you,

  The GatorGuard Family

  Customer response

  07/09/2024

  This complaint is real but is for the Gator Guard location in Detroit MI.  Very unprofessional group not willing to engage and find a resolution.  You are supposed to be our advocates but in no way have you acted like one.

  Get this over to the Detroit BBB Gator Guard is a terrible vendor!  Please do your job and forward to the appropriate team in ******** this issue is far from closed.

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

  Customer response

  07/12/2024

  They have refused to visit unless I agree to pay for the visit this is unacceptable they applied the coatings and it is bubbling and cracking.

  this Is unacceptable your organization is supposed to provide some protection so protect us please

   

   

   

  Customer response

  07/15/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They have refused to visit unless I agree to pay for the visit this is unacceptable they applied the coatings and it is bubbling and cracking.
  
  Regards,
  
  *********************************

  
  

  

  Business response

  07/19/2024

  Dear BBB:

  The $150 service/trip fee is consistent with the home service industry norm.  If determined to be a warranty covered issue, no money is due or collected, and repairs are scheduled.  GatorGuard cannot control naturally occurring events such as increased hyrdrostatic pressure from the earth below concrete.  We include a moisture mitigating primer to help minimize and prevent hydrostatic pressure issues, but isn't covered by our warranty, consistent with the industry standards.  Our limited lifetime warranty does cover for any peeling or delamination due to improper installation or material failure, however.  We are happy to schedule a visit to inspect what is needed to make repairs, and if determined that the issue is indeed a non-warrantied hydrostatic pressure issue, we would collect the service fee.  If non-warranted, the $150 would apply to any repair costs.

  Thank you,

  GatorGuard Concrete Coatings

  Customer response

  07/22/2024

  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. 
  
  By the sales team we were told the work is guaranteed, no mention of hydrostatic issues invalidating the warranty.  With in a year the surface started bubbling and cracking.  When contacted they said take pics we did and sent them twice.

  What we got back is it will cost $650 to come out and fix it!  Where did that come from.  Then we got the run around with hydrostatic issues in fact they now offer that for an increased price.  This solution cost us over $5500.00.  I spoke with several other epoxy firms about this and all said that the hydrostatic issue should have been explained and given as an option-instead we got is guaranteed!

  I want the repairs done at no charge or a new install at their cost and this time use the barrier which I will pay for.  Any thing beside one of these options is not acceptable.  These people aster they got their money are argumentative, dismissive and difficult to deal with.  There is no way a BBB endorsed vendor should be like this, if this is an example of the quality of a recommendation from your organization then that recommendation is meaningless.

  At a minimum I want this posted as a complaint and what they did and didnt do-they are not reputable in my book.

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

   

   

   

   

   

   

   
  
  Regards,
  
  *********************************

  
  

  

  Business response

  07/25/2024

  Dear. BBB:

  We are very sorry if there was any misunderstanding between the sales rep and Mr. ***** ***********************.  Our agreement binds both parties to only the verbaige contained of the agreement, so we can be fair and equal to all customers.  ********************** always installs the base primer layer using our GatorShield moisture mitigating epoxy, after repairs, and before decorative flakes are cast, this is in place and is not in need of being added.  That is no guarantee that hyrdrostatic moisture pressure will not be able to cause issue, and 95% of the time, it is strong enough to not effect the coating system.  This is listed under warranty exclusions, 1b item 4.  The $150 service/trip fee is only applicable if the repairs are deemed as non-warranty, and a full assessment for repair/replacement would be made during our service visit, the $650 estimate was a rough guess by our offsite Service Mgr.  We are happy to work with The *********** under the agreed upon terms of warranty.

  Thank you,

  GatorGuard Concrete Coatings

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contract was signed on 05/21/2019 and the work started around 08/05/2019. The cost of the floor was $5,000. The contract and sales associate (*******************************) explained that the warranty that covered repair/replacement on the floor was Ultra. So that what was selected and paid for. It was necessary for me to call and report bubbles in the finish that had come to the surface over several months. It required numerous phone calls that were not returned, but eventually a repair team came out and did regrind and repair the floor. Now they are calling the bubbles and cracks hydrostatic pressure under the floor and they want hundreds of dollars to come out to access the problem. In summary, the condition that is occurring now is the same as before, bubbles come to the surface, crack, and eventually will open into a distortion of the surface. They covered these repairs before but now they will not. This home and garage have been on the same lot, and there has been no change to the garage, lot or surrounding area for 50 years. Now they are saying this is a hydrostatic pressure problem.

  

  Business response

  06/20/2024

  **************** did have issues with delamination of the coating, creating bubbling.  We performed a no charge service to correct these issues by performing a full reinstallation of the floor, as well as a spot repair months later, out of courtesy.  We discussed that this repair was not an issue covered under warranty due to hydrostatic moisture pressure failure, and any future needs would be handled as billable service. Hyrdrostatic Pressure issues are not covered under our warranty.  ******************** warranty is still fully intact for peeling or delamination due to product failure.  

  Customer response

  06/20/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  

  Customer response

  06/20/2024

  I have attached a copy of page 5 of 36 in my paperwork from GatorGuard.  The reply from the Company as a repair out of courtesy is an insult.  When terms like hydrostatic pressure are included in a typical warranty that a consumer is supposed to understand is complete nonsense.   When their sales person was on site ready to sell and install the floor coating the Ultra warranty that is described as 'lifetime' should mean just that.  If hydrostatic pressure is a typical failure it should be spelled out clearly that is a likely failure down the road.  If this can't be resolved reasonably that I will seek other remedies.  I am hopeful that the Company comes to a solution that does not involve me paying hundreds of dollars more to maintain my garage floor.

  

  Business response

  06/25/2024

  Included in our warranty terms (1b. item 4), as referenced by ******************** attachment, it is clearly stated that hyrdrostatic pressure issues are excluded from the limited lifetime warranty.  This is not improper business practice, and is a widely excluded warranty term across the liquid floor coating industry.  GatorGuard does include our GatorShield, a moisture mitigating primer, to help curtail this naturally occurring and inconsistent threat to any painted or coated concrete surface that is sitting on earth.  The fluctuation of hyrdrostatic pressure levels cannot be forecasted or eliminated, and GatorGuard does our part by installing above industry standard by including GatorShield, to assist in mitigation.  We are happy to service ******************** floor at our warranty rate of $150 for inspection and 1 hour of labor repair, where the cost would be removed entirely if found to be a material or installation failure by our service team. This is consistent with almost all home services providers' warranty/service protocol.  We use the best materials available in the industry, but unfortunately we cannot prevent all repair needs. 

  Customer response

  07/08/2024

  The response from GatorGuard simply states that the issue with hydrostatic pressure is a term common to the floor covering industry.  While that *** be true it is NOT common to the person getting their garage floor covered and not realizing that this type of moisture intrusion is very common and NOT covered by the lifetime warranty.  If it is as stated common then it must be the most common type of failure to the floor that was installed.  It is further clear that this is very common with the person that initially answered my call about a problem that she diagnosed the problem with one phone call.  Then just a quickly said we can fix it for a $150 per hour visit, but we don't know how long they will be on site.  So...it could be around $600+.  It would seem that the lifetime warranty would be better reviewed by a Judge in a Courtroom.  I have decided that this is the way GG handles every warranty call and I am going to move forward to Small Claims Court and let an Arbitrator decide it this is common and acceptable when you purchase a lifetime warranty that was promised to cover the floor for failures.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GatorGuard came to my residence to do the flooring and failed to seal off the 5 ducts in my basement, my furnace and my upstairs as I have to door to the lower level. The salesman, ***********************, told us prior to signing the contract that all areas would be sealed off as concrete grinding creates a lot of dust. The contract was signed on February 6th, 2024. The flooring, grinding, occurred March 18, 19, 20, 2024. The dust got all over our house and photos were sent to *********************** but nothing was heard back. I was unable to use my furnace from March 18 through April 12 when the duct cleaning was performed by ********************* Those 25 days meant I could not use my furnace and my electric bill was very high due to having to use electric heaters. The invoice from ****** was sent to *********************** of GatorGuard on April 11 and I have not heard back. The invoice from GatorGuard also has an EPA rights paper which details that it is required by Federal Law for the contractor to seal off all ducts to prevent Lead exposure.

  

  Business response

  04/25/2024

  We are sorry to hear of the dust issues at ********************** home during our installation process.  Despite our dust collection systems being very effective, it is our policy to block/tape off any cold air return vents in the workspace to protect the customers HVAC ductwork.  Our Prod Mgr, ***********************, did attempt to reach ****************** on 4/9/24 to seek resolution, but has not heard back to date.  We are eager to solve this, and urge a call to *********************** or our Service Team at our corp office.  1-888-50-GATOR.

  Thank you,

  The GatorGuard Family 

• 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,
  
  ***************************
  

*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. ↩