Garage Floor Coating of Minnesota

Service Provider Response

[Member Name Removed] and [Member Name Removed], I am sorry you found your experience with our company unsatisfactory. We sincerely strive to resolve any and all issues as they arise. I spoke to your sales rep, project manager, crew leader as well as pulled all the notes from your file. In doing so, I found the following. There was indeed an additional item addressed at time of coating your garage floor. When originally bid, the rear corner which was missing a large portion of concrete was to be left uncoated - it was decided that we would coat up to the corner but not fill it in. Your rep indicated your main concern was to protect the existing floor and not so much about the missing concrete in the rear corner. After further review, it was suggested to you that you may prefer in the long run to have the corner addressed. You were given two options: one, leave the bid as it was and not address the corner; or two, fill in the corner and coat at an extra fee. It was decided you prefer to fill in the hole. Although there was further discussion about this, I do not believe this was an error in the bidding process. You were also given a free squeegee as a small token of our appreciation for your business and the extra hassle you felt you dealt with due to the issue regarding the hole in the rear corner. As for the garage door, there was an issue while we were coating your garage floor. Whenever there is an issue, we hire an outside source to come in and inspect any concerns. They are always instructed to bill us for any issues related to our negligence. However, there are times when they go out that the issue is related to lack of maintenance or age that has nothing to do with our install. In this case, the company inspecting your garage door stated the door was stuck due to lack of preventative maintenance and not negligence on our part. They spoke to your wife since you were out of town and explained to her the issues they were seeing. They left an estimate for you to consider. Had we created the failure or if it were determined by the outside source that we were responsible for the damage, we would have willingly accepted the fees to repair. In this case, the garage door company did not even provide us with an estimate/invoice to consider as they stated it was not a result of our coating process. In addition, while coating your garage, our crew did in fact hit a tree limb and caused it to break away. For this reason, the crew upgraded your system to our Platinum system at no cost to you to compensate for the broken limb. I believe this is a small gesture of our intent to remedy any damage we cause. As for your patio, we are surprised to learn that you are still unhappy with the outcome. Had we been notified, I am certain we would have attempted a resolution. What we do have recorded is that the original patio was stained and sealed. It looked beautiful when we left. I have finished photos that attest to this. However, sometime before the sealer was completely cured some water must have been introduced to create white spots throughout. Because there was no rain, we wonder if there may have been a sprinkler system that turned on. There is no way of knowing. However, we did return to make things right. Our crew came out and applied a stripper, they did not use any grinders as we cannot on a stamped concrete patio. They used a chemical stripper and a floor machine with a brush attachment, removed the damaged clear and restained and resealed the concrete patio. Your project manager spoke with the installer upon completion and was told it looked nice when he left. The project manager left a message with you to follow up and indicates she never received a return call. For this reason, she thought perhaps everything was now resolved and you were happy with the final product. I am sorry if that is not the case. Unfortunately, we cannot fix something if we do not know. Perhaps you did leave a message and it never reached your project manager. I am not certain. However, we would be more than happy to review your patio in the spring and see if there is anything more to be address. If you are interested in revisiting your stain project in the spring, please feel free to reach out to your project manager. She said you were always very pleasant to work with and would be happy to discuss any further concerns.

Service Provider Response

Good Afternoon [Member Name Removed], I understand you would like to change your Angie's List rating but do not know how. Thank you for attempting to change your review. I appreciate your business and look forward to completing your driveway this spring. May you enjoy your garages, workshop and driveway for years to come. I hope that when all your projects are complete, you will be able to visit Angie's List again and update your review with you final viewpoint of our company. It is our pleasure to work for you. Sincerely, The GFC Team

Service Provider Response

Good Afternoon [Member Name Removed], I apologize that a representative from our company did not reach out to you sooner. Your Angie's List inquiry was missed by our team. We have reviewed our inbox and do not see the original inquiry. I am not certain how it did not show up and regret we did not reach out sooner. Every inquiry is important to us. We apologize that yours was missed. We would love to help you with your projects if you are still interested. Sincerely, The GFC Team

Service Provider Response

We are sorry you are disappointed that your repair needs are nonwarranty and have caused you angst. It is never our intention to mislead a customer about our warranty policy or repair expectations once a coating is applied. As your signed warranty at time of sale mentioned, we provide a coating application to concrete and warranty for a lifetime the product and installation of the coating against peeling. If we have not properly prepped the concrete, and it has begun to delaminate; or if the product fails and lifts from the concrete - not holding its bond - we are more than happy to honor the lifetime warranty and resolve the issue. However, it is impossible for any coating company to warranty the concrete beneath; any coating manufacturer will state that it cannot and will not warranty against concrete issues. Concrete is a product of its environment and will crack and heave on it its own accord if the force applied to it is great enough. A coating cannot stop this process and is not designed to do so. Our warranty is very clear on what concrete situations may arise after a coating is installed and what we can and cannot warranty. Your warranty in particular even called out the possibility of rock pops which are a product of hydrostatic pressure related to the water table beneath the earth'[Member Information Removed] surface. A coating cannot prevent these occurrences. Our warranty also states our repair fees if a nonwarranty related issues arises. We also require the client, at time of purchase, to acknowledge the possibility of these future situations. I pulled your warranty and found signatures acknowledging each of these items at time of sale. Therefore, it seems it would have been impossible to mislead you into thinking that all repair needs would be free of charge. Perhaps, it was mentioned that if you ever experience delamination, we would happily fix it as the terms of your warranty state. We regret your current situation and hope we can help you resolve the matter in a manner which is fair for all parties involved. It is our desire for you to understand that we do not make a practice to make a profit off of nonwarranty repairs - nor do we like to see any of our customers experience such situations. However, when such situations arise, we only hope to cover the cost associated with providing a service to address the concrete issues and create a new seal for the coating.

Service Provider Response

We are sorry you did not find your experience with our company to your satisfaction and felt the need to rate our company an "F". It is our goal to meet every prospect's or customer's needs to the best of our ability. After further investigation, I discovered that you did not actually use our services but were negotiating a deal. It appears our services may not have been what you were looking for after all and may have been a budgetary concern rather than a customer service issue. I apologize that your first appointment was missed by our representative. As it was explained to you, your rep was new to our technology, and it was an oversight on his part. We understand the value of everyone's time and do not belittle that we did not meet you at the appointed time and do not make excuses for the time you lost waiting for our rep. However, once aware of the issue, we quickly arranged for another rep to meet you at your earliest convenience. It is our goal and aspiration to avoid any missteps throughout any part of the process. However, much to our regret, there are times when a mistake may still happen. It is, at this time, our goal to overcome any mistakes and ensure that the rest of the process is handled with extreme care. As you are aware, we have stayed in front of you throughout this whole process since the missed appointment and have attempted to work with your budgetary concerns and multiple home improvement projects. We respected your timetable and followed up at the requested times you had asked. Although we continued to follow up at the requested times, it turns out we were unable to help you with your coating project. It appears our minimum offer of $2000 is not within your budget. We completely understand and respect one's decision to use another company or product. It is disheartening, however, to be accused of price swapping. After investigating your claims, I have discovered that there were two reps working with you to help you with your project. They were in close communication (their desks are next to one another) as well as logged all conversations in our database for both to see. While looking through their notes, I found their offers were the same to you. They even went to management on your behalf and asked to authorize a $2000 minimum for your job even though our current minimum is $2500. Per your own email, you acknowledged our minimum offer to you. You stated, " If 2000 is the lowest you guys can absolutely go I get it, and I will try to get more estimates and maybe it will have to hold off until next year. If that is your bottom then it was great of you guys to come out, if you guys can do better please let me know as I have a couple more estimates this week." I respect and revere the ability to leave reviews. I rely on them personally when researching companies. What causes me great remorse is the inability for others to truly see who we are when people such as yourself never had the opportunity to use our services and truly feel the heart of our company. We are a team of individuals that are working together for a common goal - to give the best customer service and product in the Twin Cities area. Good customer service does come at a price. We do not spare any expense when hiring staff to manage our projects. We have a full team of people that work on every project that comes through our office. We rejoice with our customers when they are happy with their purchase. We mourn when a mistake is made, and we cheer with our customers when a problem is resolved. Many of our customers have become family to us and will stop in or call just to say Hi. A coating project is not just a job to us - it is our heart and soul worn on our sleeves for all to see. We wish you the best with all your projects and again regret that our company was not able to help you with the coating portion of your project. Sincerely, The GFC Team