ComplaintsforGator-Strong, LLC

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Gator Strong in April 2021 and put the deposit down on a hurricane shutter on 6/24. I was advised it would take about 5 weeks for the shipment to come in. Due to Covid, it was delayed for months because the supply was stuck at the port. I followed up regularly because Carolina Beach isn't a permanent resident and we wanted to be sure we were there for the install. I was finally told on 10/12 that it should be shipping that week. I made it very clear we needed a few days in advance for the install but the installer called me the first week of November at our house to install it. I explained that we needed to be there to remove pictures from the wall etc. He asked to remeasure and he wasn't sure about a small porch that is outside of that door and whether or not he could securely put it back up. (that was not the message at the time of sale). He said he would look into it and call the office to schedule a time. I reached out to the office manager Eric on 11/8 and asked if the install could be 11/15 or 11/6. She said she'd look into it. Frustrated at that point I sat back and waited to see if they would ever reach back out. She did not. February 2022 I explained that due to no response, no product, mixed messages on if it will actually fit along with whether or not the small porch could be reattached, I asked for a refund. I was no despite their admission they dropped the ball. The owner called and left a message. I called him back and I also emailed him back. No response. I opened a dispute with the credit card company and it took them 2 weeks to advise that the purchase has to be within the last 60 days so my only option is to now open this complaint with the Better Business Bureau. We are not interested in doing any business with Gator Strong and would like a refund for a product/install we haven't received to avoid taking this to court.

  

  Business response

  12/22/2022

  Business Response /* (1000, 20, 2022/11/29) */ In Response to this complaint, we have resolved this matter by issuing a full refund to the customer. We apologize that it took so long for the customer to receive a refund but we complete a full investigation on our end to confirm that we did all we could do to contact and keep the customer up to date with our process.

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