9 Customer Reviews
Review from Mic B
1 star04/18/2024
I was unpleasantly surprised by this company.I asked for a free quote and when the seller came he told me he couldn't give me a quote if my wife isn't there to choose the color!He refused to give me any prices at all, not even an estimate, it was supposably his boss who didn't want to!I do not recommend this company which is not at all flexible and which considers itself a *********.I will never EVER go back to this company.
GatorGuard of Indianapolis Response
04/19/2024
Hello ********,
We're sorry to hear of your less than enjoyable experience, and take customer satisfaction very seriously. I'd like to investigate more, and we're very happy to provide a quote. We were told that you needed to be consulted for the color/style choice, which does effect the job cost, so that's difficult to accomplish. Our Estimator offered to reschedule for a time when we could accomplish meeting your needs for the estimate. Another way to prepare would be to visit our website to hone in on a style and color ahead of time. Please contact us if you'd like to schedule another visit, with both or one of you.
Thank you,
The GatorGuard Family
Review from Mark P
1 star09/15/2023
I wanted to have our garage floor coated. After searching out several companies, i chose Gator Guard due to their reputation and warranty. While the floor is beautiful the workmanship is shoddy and customer service is nonexistent. After the floor dried there were several places where the product was not properly wiped away. when I called customer service they insisted it was a stain and gave me a couple of products to buy to try to remove it. I bought both products but neither worked. I called several times and they kept insisting it was a stain. this is impossible as all our cars are new. They would only come out by charging me. I paid $6000 for poor service and shoddy workmanship. **********GatorGuard of Indianapolis Response
09/18/2023
Dear BBB:
It has been determined that the foreign matter/staining on top of the finished floor is not able to be removed by the customer with the typical cleaners we suggest (windex, CLR, denatured alcohol/hand sanitizer) and a service call would be necessary to inspect and carefully test other removal processes. The stain was not mentioned to us for two months after the floor completion, as well. We offered our discounted service rate to visit and inspect, and include 30 minutes of repair labor ($150), customer refused. We will always stand behind our Lifetime Warranty against any peeling or delamination from the concrete substrate, and are still happy to return to investigate this odd staining once the customer acknowledges the $150 service/trip fee.
Thank you,
GatorGuard Concrete Coatings
Review from Mahesh P
5 stars08/02/2023
They don't give my full refund because I signed contract, supposed to mention to me in first place if I am backoff you loose 15% of total payment.I did sign because need job done and paid 33% of total payment.something life events comes up and don't want to do the garage floor done.just asking for my full refund that's all.GatorGuard of Indianapolis Response
08/03/2023
Dear BBB,
Our offices have not received a formal request to cancel from this customer. Per our agreement, buyers may cancel without penalty within 3 business days, and if canceled after 3 days, we will hold 15% for ordering/processing/administrative work on a customer file. Every customer signs this as part of the agreement cancelation terms.
Thank you,
GatorGuard
Review from Connee H
1 star07/29/2023
Same thing everyone else is saying. THEY DO NOT HONOR THE LIFETIME GUARANTEE that the salesman talked about. When something goes wrong, you have to pay more money! THEY ARE NOT A TRUSTWORTHY COMPANY!GatorGuard of Indianapolis Response
07/31/2023
Dear BBB:
GatorGuard upholds our warranty 100% of the time, based on the agreed upon warranty inclusions in every customer agreement. We warrant, without hesitation, that our floor solutions will not peel or delaminate during the warranty period; most solutions are warranted for lifetime. Substrate structural shifting and degradation caused by the Earth cannot be controlled by GatorGuard or our coating solutions.
Thank you,
The GatorGuard Family
Review from Kevin A
1 star07/13/2023
Gator Guard warning;We spent $4,000 to have our garage floor done in 2020. The salesman was very good, and a big selling point was the Lifetime Warranty. Even if we moved it is transferable to new owners.Welllllllll, guess what when we called and talked to Gator Guard customer service and gave her our information, and concern about a spot in our garage peeling up she immediately went into staunch, ******* ***** so we sent a picture, she went into Colonel ***** sharing how their lifetime warranty does NOT cover lifting of the concrete and from the picture it looks like that is the case.The salesman who sold us a bill of goods never mentioned the fine print, and we never saw a document with fine print.My husband asked for the manager or owner to call us. He called and said they would fix the spot for $250! He gave us the same dog and pony show.Written across our contract is Lifetime Warranty!$4,000 and 3 years later NO Warranty as they will always have a fine print execuse!We do NOT recommend this company.This company will fail in the future due to their process (as we have investigated the product and process more thoroughly!and NO customer service.These floors can be beautiful in a garage, investigate the company first and thoroughly.***** from our mistake.GatorGuard of Indianapolis Response
07/17/2023
Dear BBB:GatorGuard provides a lifetime warranty against the coating peeling up or delaminating from the substrate due to mechanical bond failure of the coating. We cannot control Acts of God or Mother Nature driven events that cause our coating to rip, tear, or delaminate. We have very reasonable service rates to repair occurrences like this. Images submitted by the customer show the concrete substrate beneath the coating became cracked, thereby causing the GatorGuard coating to tear, which created a weakened area, then the front lip area chipped off. We are happy to return to repair at a service rate, as has been offered to the customer. This customer took heavily to ************ in an attempt to slander our name inaccurately. Thank you,The GatorGuard FamilyReview from Ginger B
1 star06/05/2023
I am a recent young widow and they took advantage of me on price. Started at huge price then acted like they were doing me a favor going down when I didn't take the first estimate. They are phony company in Charlotte. I was told I would be dealing locally with longtime experts doing the work. I have never gotten to talk to anyone in Charlotte they always answer the charlotte number in Indianapolis. The people in indianapolis couldn't even tell me the name of a supervisor in Charlotte. I found out my project manager in Indianapolis? Which he tried charge a rescheduling fee because it hadn't rained in Indianapolis. Well I am not in Indianapolis I am in Charlotte area. Don't make the mistake and drink their koolaide like I did. They will not give me my money back even though they lied. They just keep screaming at me that I signed a contract and nothing else matters. They lied plenty so far why would I trust them to do the work and pay them even more? Don't let them take your money! Don't give them any! I only gave them one star because system wouldnt work with noneGatorGuard of Indianapolis Response
06/06/2023
GatorGuard Concrete Coatings is brand new to the Charlotte market, and are still working to develop and cultivate our staff. We have been sending seasoned installers and management staff to assist and guide, and have had the install crew in place travel to our *********** location in Indianapolis for continued training between on site training and expectations setting. We pride ourselves on a higher quality floor solution and overall customer experience, proven true through our ****** reviews. Per the sales agreement, GatorGuard will retain 15% of the total job value to fund management time spent on each sale for accounting, and product and allocation and ordering, starting within minutes of procurement of a sale. GatorGuard fulfilled our part of the agreement in preparing for ******************* installation, and due to an unforeseen issue, *************** needed to reschedule. GatorGuard waived the "within 2 week reschedule fee" and rescheduled the install. Unfortunately the need to reschedule the installation again came up, GatorGuard attempted to charge the reschedule fee, we had a conversation with *************** regarding this, and customer decided to cancel the job.
Review from C. P.
1 star08/02/2022
Very expensive and ******************** and ****** are not honoring warranty. Floor is peeling. All we are requesting is repairs but they said they are not going to repair. How can a company advertise life time if they don't honor their contract? Seeking legal action. We have pics from start to finish. VERY DISAPPOINTED! Company breaks contract at their discretion. *** BUYER BEWARE ***GatorGuard of Indianapolis Response
08/11/2022
********************, Our VP of Operations has discussed with you on several occasions that we stand behind our warranty 100% on your concrete coating. You asked us to fill in the gap between your concrete and plastic drains, and to coat the top lip of the plastic drains. We informed you that this would not adhere properly, but we did what you asked for. We understand why you were asking for this, but being outside of what concrete epoxy coatings are designed for, we should not have performed this part. We also understand you were seeking this solution after your concrete contractor refused to return to assist to close the gap to the drain edge. As stated, should you have any problems with the coating delaminating or peeling from your concrete, we will happily return to service as part of your warranty. Thank you, GatorGuardCustomer Response
08/16/2022
Their was no discussion about asking concrete contractor to return for this problem. ***** assured me that Gator guards product would adhere. Nothing was ever discussed about warranty not being honored.Review from Perry D
2 stars05/31/2022
Was very disappointed in how management handled the extra costs I incurred when they cancelled my appointment the night before they were scheduled to do the installation. I had someone clear garage out and store on his trailer and in his garage. I had to pay to extend this for an additional week due to Gator Guard cancelling my appointment. Also wasted two days of my schedule because of them changing. They compensated some of the expense but not all of it. They were very rude on the phone and tried to act like it was my problem. The only thing that salvaged this experience was the installation crew was very professional and did a nice job. Clearly management can learn a lot from this crew on how to talk and treat customers.GatorGuard of Indianapolis Response
06/03/2022
******************, We're very sorry for the unexpected troubles you endured from a scheduling aspect. We set out to achieve and deliver as close to perfection as can be expected for major projects like this. Unfortunately we're all still battling COVID and moving/rescheduling jobs periodically, and a mistake was made by our Prod Mgr on moving a different job, and you bore the brunt of this error. We are human, and try to take care of everybody to the highest level, despite numerous challenges. We credited you $250 for the inconvenience and use of your friends trailer for the duration of the job. I understand you were offered one of our trailers and move out service free of charge, but you declined that. We do really appreciate the kind words of our great installation team, and to your point, we learn a lot back and forth between our customer facing teammates and management! Please don't hesitate to contact our *********** directly to discuss any lingering concerns, we're always here for all of our customers. Thank you, ******************* GatorGuard ************Review from Karen C
5 stars04/26/2022
We have been delighted with the entire process. It is expensive, but we have learned our lesson.We went with a cheaper process and it lasted 2 years and looked awful. From the sales presentation to putting our garage back together it was professional and an excellent experience. ******* and his assistant were the kind of workers you like to have in your home. ...punctual, helpful, cheerful, knowledgeable.... really outstanding. We would recommend GatorGuard..GatorGuard of Indianapolis Response
05/02/2022
We truly appreciate your detailed response and kind words of support, *****! At GatorGuard, we strive daily for the highest level of customer experience at all levels, something ******* and team certainly understand. Thank you, and we're always here for you!
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