ComplaintsforGorilla Garage Gear
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
This is the second time they repaired the floor. In August 2021 Joe the owner came to repair spots and cracks but would not repair the hollow spots or bubbling that has occurred. told me we had a moisture problem that he would not fix it, wanted to cut me a check then. Told him no I want this fixed. We paid $500 extra for a oil barrier so oil would not come through it did in spots. We paid $3118.40 total for the job with a 10 year warrantly from 8-1-2016Business response
09/14/2021
Since installing the garage floor overlay in 2016 at the ***** residence we have made several non-warranty repairs to their floor at no charge to them. All repairs were a result of concrete failing under the coating or vapor pressure rising up under the floor. Not a coating failure. Per the warranty we could have walked away at that point and left them hi and dry. We do not operate that way. We make every attempt to keep the customer satisfied. The *****'s did not divulge until after the grinding and removal of ********* patch that the suspect spot was used in the past to allow oil to drain into and around the floor drain when doing oil changes. When we saw the oil oozing out we offered to refund their deposit and recommended they replace the concrete. They did not want to go through the hassle of new concrete installation. So they asked is there anything we can do. I suggested we could try installing a vapor/oil barrier. We have successfully installed these in many industrial applications. At no point did we state that this would insure the issue would not come back. Unfortunately it has. And because it has come back we have made multiple non-warranty repairs in an effort to make the best of a bad situation. These repairs were made at no cost to them. On the last visit I explained to them there is a very serious issue going on under the floor causing the conditions they see today. I offered to buy them out of the remainder of their warranty. Mrs *****'s response was "What am I going to do with a check". We never discussed the amount. With this response I proceeded to once again repair what I could; again at no cost to them. We have gone over and above what is warranted on this job.Customer response
10/20/2021
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I just want this area repaired as stated in the warranty. Regards, Jim And ****** *****Business response
10/22/2021
We will continue to honor all repairs deemed necessary per the warranty agreement.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.