Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Carmen and Sons installed a driveway for me in October. During the installation, they hit my house with a bobcat, breaking the water spigot. They initially promised to cover the cost of the damage but have since blocked my number and refused to pay for it. This is completely unacceptable, especially considering we spent $50,000 with them, and the damage is less than $500. This lack of accountability is unacceptable. Seeking damages repayment.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got a job done & completed with this company fall 2023. Now 10 months later, concrete is cracking/split in some of the seams. I've reached out to **** at ************- he asked me to send photos of this issue to him. Which I did- that same day. No reply On Aug02 I called the general company number, spoke to **** at ************ at 4:01pm She said the team had left for the day, but will pass the message along to ****. Still no response as of 08/09

  Business response

  08/12/2024

  First off, there was no pictures ever sent to our office nor to **** because that is NOT our phone number nor anyone who works with our company. No one has the number; ************, and we tried messaging and calling, and its not a working number in which ***** should have realized when messaging and sending the photos. Our office phone numbers are; ************** & **************. 
  
  
  
  
  Second those cracks are within the control joint, where its supposed to crack. This way the concrete control joints can release pressure from our Chicago four seasons of hot (low pressure) and cold (high pressure) temperatures. Also the cracks coming from the steps are hair line/ fracture cracks which are completely normal. 
  
  
  
  
  There is absolutely nothing wrong with this project. **** spoke to ***** as she stated, and explained that the new concrete is supposed to crack within the control joints. In which the pictures she posted show exactly what is supposed occur. The other two fracture cracks are naturally occurring off the steps. The job looks great and when **** talked to her on the phone, he offered to saw cut each control joint for more design look if she chose. There was NEVER any response back on that suggestion, and we believe she has been contacting the WRONG phone number. Once again we do NOT know who ************ that belongs to and when we tried calling the number it says, out of service. There is nothing further in our power we can do because there is nothing wrong with the concrete. 
  
  
  
  
  The BBB should be ashamed for even allowing this to go to the public and not having a screening. I think for now on a BBB representative should go out to job site and speak to the customer in person before even allowing to send this false remarks go public online. This is beyond slander from the BBB and should be removed immediately. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Carmen and Sons Concrete *** was hired to replace the front stoop at my daughters home in November 2023. The company did a completely unsatisfactory job. The stoop is cracking directly in the middle(see photos). Not only is the so called workmanship terrible, they did not clean up the job site nor remove debris. Multiple calls have been made to this company to have the stoop replaced again due to the concrete falling apart! No calls have been acknowledged or returned. A lawsuit is being filed.

  Business response

  07/17/2024

  We spoke to Mr. ***** *************** on Wednesday (7/3/2024) via telephone before the holiday weekend stating we would fix the natural occurring hair line fracture crack. In which stated on the back of our contract/ agreement we are not responsible for any hairline or fracture cracks. On Monday (7/8/2024) we came to the jobsite in person and spoke with the homeowners via phone and explained on how our company would fix the natural occurring hair line crack. On Thursday (7/11/2024) our team fixed the issue and attached below is photos of how the concrete steps current conditions. We tried calling both Mr. ***** *************** since the repairs have been completed properly but we have had no response. It would be very much appreciated if the BBB can help our company get in contact with the ***** family that would be excellent. We know the father is the one who went on BBB and ****** reviews but is NOT the person who signed the contract or was in contact with our work/ contract. We have no contact information with the *************** father (email or phone number) even after we tried from the BBB portal. We also wanted to clarify that he is incorrect, and that all debris was removed both times we were at the job site. When the work was completed it was cleaned and clear with caution tape as seen in the attachment photos. Also the steps NOT stoop is not falling apart as stated in the review. The workmanship is satisfactory and the village of ************** did come out for a final inspection last year and it passed as well as early this year before we made the repairs and of course it passed inspection. The work was completed within a week they called our office. The other two times they contacted our company it was either two cold with the weather circumstances or heavy rains we have been having in the ******* area. Which is out of our control. When ************** contacted us on Wednesday (7/3/24) we explained that a representative would come out to the job side after the holiday (Independence day) weekend on Monday (7/8/24). Although we did not have anyone come out to there call earlier that evening when that called after 5:00 pm, of course the customer went to the ******************** and ****** review because there was not instant response. Also to report, the manager did come out earlier in the year (5/16/24) to evaluate the work when they reached out. He left a business card in there mail box and range the live recording RING DOORBELL. We also did reach out from our office as well that week to notify them via tell phone and left a voicemail message. After we solved the issue and repaired the work, we are unable to get a hold of Mr. and ***************. They agreed that they would take out the negative review from the Better Business Bureau and ******* We left several messages and no response. The work has been resolved, but not the reviews. We are counting on the BBB to make this right on both parties and remove all negative and false reviews from all platforms.  

  Customer response

  07/17/2024

   
  Complaint: 21920041
  
  I am rejecting this response because:

  While ******* and sons did in fact, repair the crack in my daughters front steps, it remains to be seen whether it was done correctly or well. The person writing the response to the Better Business Bureau has in fact, morphed several different negative reviews from their website into their response. I never said several of the items they brought up as I have never contacted them, spoken to them or written to them. All communications have been through my daughter and her husband.

  Sincerely,
  
  *********************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In August of 2022, this business replaced the concrete in the apron of our driveway, and a portion of the sidewalk. By the spring of 2023, the concrete near the curb was crumbling in different places. They claimed at the time it was from the salt from our town used over the winter. However, no other driveway on our block had that kind of problem.After being basically ignored by them all summer with phone messages being ignored, I filed a complaint with BBB. Only after that did they suggest and perform a repair on that portion of the driveway in August of 2023. Only a couple months later, this repair is literally crumbling up and looks terrible. My husband is disabled, and has a prosthetic leg. This is a big fall risk for him. Not to mention, that it looks awful and is basically brand new and we paid a lot of money for this.When I called the company in the fall, the only answer I got was from a woman to say she just comes in to check messages, and the business was closed for the winter. Now you would think that a company would want to respond to a customer complaint such as this. We want our money refunded for that portion of the driveway at this point because I dont want this company doing any work for us again. In speaking to our town inspector, they are NOT renewing this companys contract with them due to other complaints as well. That tells you something right there.I will attach pictures.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hired ****** and sons to create a walkway to my front steps. They failed the inspection, one side of the sidewalk is higher than the other. And the incline is too steep according to the failure notice. I have reached out to them by telephone and text messages and they will not respond to me. They also overcharged me for my permit. They did not give me the opportunity to pick it up myself and overcharged me $100.

  Business response

  09/25/2023

  Please note as a family owned business we do in fact take these matter extremely seriously with the BBB. With that stated, this is the first that we are hearing that there is in fact as issue with the project and its the first time it was brought to our attention. ******************************* NEVER contacted our company by phone or email to notify our company that there was any issues with the work, nor did the *******************. If there was an actual real problem the village of *********** in which we are members with would have stated these concerns. Our company would have no issues coming out to the project in person with **************** and inspector ***********
  
  
  Attached is the two receipts showing the permit cost of $100.00 and inspection fee of $105.00 in which is in total $205.00, proving that we did not in fact over charge her for the permit fee. We also always provide the option for the homeowner to apply for their own permit, and when our company applies for the permit application we do not charge any fees for that service. We do not how **************** got mis leading information about the permit cost but it was $205.00 and we showed her in person the receipts. Hence, we do not understand where the confusion stemmed from but the fact is the actual permit was $205.00 and we did NOT over charge. Also stated on the back of our contract, we are not responsible for applying for permits for any projects with that stated we went above and beyond in applying for a permit for **************** concrete sidewalk.
  
  
  On the second issue, I have spoken with inspector ***** the main and head of *********** engineering and inspections operations on 9/20/2023. He stated that the step was not necessary a requirement and that it optional. Also this was mentioned to **************** when framing the walkway for pre - pour inspection that if we add a step (6 - 7.5) that the pitch would be very limited and her original concrete front sidewalk has a step that was not to code being only four and half inches (tripping hazard). **************** did not notice this issue at first especially with her past walkway having many cracks, in which the water would sink through the cracks any not hold puddles, and in the winter time create a sheet of thin ice. She notified us that she agreed and wanted to make sure it wont be a problem in the future, and for this reason we lowered the sidewalk so no standing water or ice would form in the future. I also discussed this with Inspector ***** and brought him up to speed, and he also noted that the pre - pour inspection past, technically there is no issue with the project. If **************** wanted the control joints saw cut, she should have told our company ahead of time and we would been more than happy to saw cut the joints instead of manually installing the controlling joints inside the concrete before it dries/ hardens. Plus, **************** did watch majority of the work process from start to finish and was in communication with our company the entire time. There was indeed no miscommunication. To clarify the job was framed twice for **************** satisfaction to make sure she got a wider sidewalk than it was previously existing and we did not charge her for the additional materials nor our time. 
  
  
  Please look at the attachments, stating and showing that the pre - pour inspection did pass and we explained everything in person to inspector *****. If there was a problem or issue with the framing before we poured the concrete it shouldve been notified then and there in person. To explain the main purpose of pre - pour inspection is to double check our work (framing) and to make sure everything with the concrete has the correct thickness and pitch for water flow. In addition, we are more than comfortable and willing to meet with **************** and the original third party inspector ***** in person to discuss this matter on site to explain to **************** the slope and pitch for her concrete to resolve this matter.
  
  
  As a company we also want to state that *********** village hall staff in which we have been working with them for over 25 years states this year and last year they have been understaffed, hence they hire a third party company called Building & Fire Protection Plan ****** ******************* The ******************* being a big town/ city does not evening have their own inspection services that they hire inspectors whom are not familiar with workmanship criteria. Majority if not all the other villages and towns we work hand-in-hand with a permit send our there own specific inspectors for that specific type of work, in which in this case is concrete. The reason why there is a confusion with this project is that two different inspectors examined the job, pre - pour inspection was examined by ***** and final inspection done by ******. Head inspector ***** even notified our company about this issue and explained they are trying too soon in the near future for *********** Village to have their own person inspector for paving purposes. This has been a reoccurring issue with their town on multiple criterias and each third party inspector looks for different objectives on site.
  
  
  On another note, we as a company were not notified a third inspections was authorized. To clarify to the BBB there is only two inspections for concrete projects, pre - pour inspection to check framing and final inspections for the overall project. To conclude, there was no need for second round of final inspection when the first final inspection did pass but for some reason or another a third inspection occurred without our company acknowledgment. Also to add, due to the BBB not letting companies provide more then five photographs to download to help verify our case, our company would have uploaded more images to show the pitch line for water flow and drainage and to show how we framed the project through the entire process. If the BBB needs more information or photographs of the process, we are more then happy to share and comply.
  
  
  Please note we always try for the last 25 years in service to achieve excellence with quality workmanship. We strives to provide our customers with overall satisfaction.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company replaced the apron and curb of our driveway in August of 2022. We paid approximately $6200 for this to be completed. The project was done to our satisfaction at the time. Starting in March of 2023, we have noticed crumbling of the concrete, and patches of where the concrete is flaking up and causing indentations. We have tried repeatedly to contact the company to come out to resolve this issue. Only once did ****, one of the sons, come out to look. He simply said its salt damage from our town, and thats it. Our village has said this is not from them and they have no other issues reported to them from other residents.We have continued, at least 10 times, to try to get a hold of someone to try and resolve this issue, and absolutely no one has responded to us. This driveway is less than a year old, crumbling, and this company is completely ignoring us!We need a resolution to this issue!

  Business response

  07/28/2023

  We have spoken with the homeowner and inspector *** with the ***************** Village and all have agreed the best course of action is to apply hydraulic cement to fix the pitting area of the apron from the salt damage. On Tuesday (7/25/2023) our crew repaired the apron at the homeowners satisfaction. Inspector *** on Wednesday (7/26/2023) also noted that our company went above and beyond to remedy the situation for the homeowner. Also to add the homeowner was understanding about the issue and once remedy on Tuesday (7/25/2023) they wrote our company email stating that the defects have been resolved which is also attached in a photo.
  
  Please look at the before and after pictures attached as well as the email we received from the homeowner plus the inspection report stating that the defect/ issue (salt damages) have been resolved to everyones satisfaction.
  
  Everything as of today has been settled with this the customer and that case is finalized, meaning this complaint should be closed.
  
  Our company's main priority goal is to make sure every customer is satisfied with the overall project. 
  
  
  I tried to submit the above response with the attached photos to the  bbb website and also to try and respond back to complaint but once again the website is not working correctly. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 14,2023 $24000.00 Ever since the new driveway was installed the power to our garage shorts out when ever it rains. This never happened before. They pulled the conduit going to the garage out of the breaker box on the back of our house. We had that fixed by an electrician. It is still happening. The other possibility is that it is an underground issue. Also there are chips on the top of the new patio as well. We called the contractor who claims that none of this is their problem. We have sent them emails with pictures and they claim that they never received them. I have attached the pictures.

  Business response

  06/26/2023

  We have spoken with the customer on multiple occasions and have got approval today from the customer in person on the jobsite (homeowners house). In regard to the pitting/ ********* spots as well as the hairline - fracture cracks (naturally occurring) we will have our crew go out to the job location and patch the areas this week (6/27/2023 - 7/1/2023) once weather conditions are permitting. 
  
  For the electrical line issue, our company did in fact call ***** to make sure we do not run into problems. All electrical lines of utilities should have been installed correctly at least 36 inches below and underneath the surface dug underground. In which our company completing a concrete driveway we only dig down 10 - 12 maximum to complete any concrete project (driveway & patio). No electrical disturbances should have been a result with our team completing the concrete work. If the customer or the ******************** wants to look further into this, please call ***** at: ************** with the homeowner's address. I also spoken the customer this morning with *****, and he explained to our representative that an electrician has to solve the problem by running another wire to the ********* believe this issue for the customer has been resolved and I am very happy that is got ratified for our customer. 

  Per our conversation with ***** earlier today (6/26/2023) in person on the jobsite, he agreed that the electrician has solved the electrical issues and that ***** satisfied for our team will be sent to repair and patch the two - three hairline/ fracture cracks and as well as the five - six pitting marks to the best of our team's ability. Everything as of today has been settled with this the customer and that case is finalized, meaning this complaint should be closed.

  Our company's main priority goal is to make sure every customer is satisfied with the overall project. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Worst company should have trusted the reviews vs **** and his confidence. Would never hire them for my other project let alone recommend them. The last final day ****** is yelling at the top of his lungs in front of my house! Unprofessional and trust me I would not contact them ever. Please trust these reviews and don't fall for it when **** comes with an estimate. I had another one much cheaper but I went with **** thinking they would be good he seemed solid. But no not his brother ****** he has a temper. This happened within 2 days of pouring and they came out and patched and still cracked. **** decided to block my number so they don't plan to fix anything. So much for warranty ****. Great customer service. ****** makes a scene in front of neighbours and other brother doesn't care about fixing what they did wrong. So much for giving business to small family owned business. Oh look 2 weeks later more cracks and no response from them. The patch the first crack and look at the colour they used. Unprofessional people and they dont even acknowledge they did wrong. Why would anyone want to hire them again. My neighbors would never hire them.

  Customer response

  07/12/2023

   
  Complaint: 20132476
  
  I am rejecting this response because:
  

  2 days after cracks show me all the. Pics but it should not crack that quick 
  
  

  Sent from my iPhone

  
  

  
  Sincerely,
  
  *********************

  Business response

  08/21/2023

  Good evening, 

   

  Per our conversation and for our reply; 

   

  We tried everything to satisfy the customer and went above and beyond in fixing the cracks and landscape in which we did provide pictures to the BBB showing that indeed the complaint was in fact resolved. The case should be closed especially since our company did in fact do exactly what the customer asked from us and more.

   

  Its sad to say that anyone (false customer, vendor, competitor, ex employee) can submit a complaint or review on BBB website as a complaint rather its real or not and have the satisfaction of the complaint/ review against any business on the BBB website for at least three years even when the case or issue has been resolved. 

   

  In the meantime this issue has indeed been resolved and as a company we accomplished our goals by going every extra mile to help our customer to be satisfied.

   

  We understand that the customer for some reason or another is taken this to heart and wanted entire refund back even after we did what she wanted to resolve the situation to her contentment. Although in the end, as a business that has been serving the great ******* area for over 24 years in service since ****, and with all the experienced we gained we can not stoop down to every little need the customer ask especially if they switch there minds after we resolved the main issues in hand. 

   

  Our overall goal is to make any customer experience satisfactory, and we will go above and beyond for each concrete project we approach for the Chicagoland communities.

  Customer response

  08/22/2023

  Complaint: 20132476
  
  I am rejecting this response because: 

  I wish they would stop lying they did nothing to rectify my cracks 

  
  

  This company is ridiculous they dont even answer my calls

  
  

  Can you please ask them did they winterize my patio? 

  
  

  I have tried to call them I messaged them no response

  
  

  They wont send money back but I assure they are not professional hence their c*** response 

  
  

  I think this company should be shut down for sure 
  
  

  Sent from my iPhone

  
  Sincerely,
  
  ****** Jani      

*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. ↩