Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hard Rock Concrete ***** ****) started a project to replace our front sidewalk to the house and porch. He began work and seemed to be in a hurry to complete scheduling a concrete company he had no used, working between rain storms, working in heat. At first we thought he was comitted but in retrospect it looks like he was rushing. His work was poor and he even admitted the last 4 feet did not look good and he would replace. We were waiting for the porch to harden before he could install the railing. The contract called for 1/2 money up front and remaining half at completion. We paid the 1/2 up front and the concrete company per contract. He was not happy with the concrete truck/driver and said they had never used them before. After that every visit he asked for more money towards completion. We ended up giving him all but $500 thinking he may need the money to purchase the remaining railing and finishing products. It was at this point he started to ignore our calls and text. Only replying when we threatend poor review on nextdoor website where we found him. He stated he was having a personal issue needing to take care of sick grandmother. We gave him time (a couple of months) and he finally said he would be coming to finish in the next week or two. We have not seen or heard from him since. We have texted, left voicemail but nothing. His last response was July 18th. We have since had a neighbor in the concrete business look at his work as said it probably cannot be fixed and will need to be re-done. We are having another contractor come look and give us options. We are looking for recovery for whatever expenses (-$500) for the cost of fix/replace of his work. We still have no railing and are worried someone may fall off so we need to move forward. What started out as a nice man and family (wife helped) has gone bad for no apparrent reason.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had owner of the company, **** ****, give us an estimate for a project. He required a 50% deposit so we paid him $2000. This was in February 2024. He kept putting us off as to why he couldn’t do the work. He stopped responding to our attempts to contact him a month ago. We want our $2000 back immediately.

  Business response

  06/15/2024

  This complaint is not at all accurate I told said customer that it would be a month and a half weather permitted until we would be able to start the project and April and may was very rainy months and we got behind because of the ground staying wet and swampy! 
  So the customer starts posting on social media and making it seem like I took money and never contacted them the last time we communicated as of the day she started all this had been 11 days I don’t think any company contacts every customer on the schedule every day! 
  After she made the slandering post of inaccurate information that’s still getting much worse and ruining my company’s reputation on all aspects. 
  Her husband starts texting me and let it slip that they was going to DIY the steps and put the porch part of the project off until later in the year. So moral of the story they changed there mind on the project and assumed by bashing my company on social media that I would just give the deposit back to get them to remove the post. All because they decided not to do the project at this time. My livelihood is now at risk.  Mind changing is the #1 reason we take deposits so we don’t blank the time out on the schedule just to find out the allotted time for the project is now just blank space with no pay because of changed minds or found someone to do the project before we could get to it. 
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/6/24 gave **** **** of RockHard Custom Concrete & Design deposit for concrete work at our house. He immediately cashed the check and we have not heard a work from him. On 3/21/24 we called and left message on ****** cell phone to return call. No call retuned. Have left numerous messages on his cell phone voice mail and also called office number ***** ******** numerous times. Always told he would return call. No call ever returned. On 3/23/24 called office and left message with woman that always said he would return call and told her that we were cancelling job and wanted deposit back. As of today (3/28/24} there has not been a call from **** **** or anyone from RockHard Custom Concrete & Design.

  Business response

  03/29/2024

  I went to the customers house and took measurements as normal worked up a price for the project. I then delivered the estimate to the customers they instantly decided to use my company for there project. Then we discussed the deposit and its purpose. And that being to lock in the price provided and to assure that when it came time to do the project that I would not have a empty space on my schedule where I had no money coming in because a customer decided not to do the project or found someone cheaper to or whatever other reason and they requested to be placed on the schedule mid April I haven’t received any voicemails from customer I just checked after reading the complaint. But regardless customer was told that the deposit was to make sure when the allocated time for that project came up that there would be a payday and not an empty space with no pay. Deposits are non refundable otherwise it would make no sense to take them in the first place if it was that easy to just say I changed my mind. 
  multiple times prior to her writing the check we had talked about the deposit. And I’m perfectly fine with proceeding and doing the project as originally agreed upon if they are good with it but as far as the deposit it was paid to do what it’s designed to do and that’s to fill the time that was scheduled out with a pay day. I know it sounds like I keep saying the same thing here but they were aware of this before signing that they agreed to my estimate and writing me the deposit check! Feel free to reach back out if needed thank you. And I apologize for this had I received any voicemails I would have returned the call as soon as I was available after receiving it.
  

  **** *****

  RockHard Custom Concrete & Design LLC.  

  Business response

  04/02/2024

  The quote was good to said date that’s only for the price given after said date if customer still wants the work done then the quote will have to be looked over again and adjusted accordingly the deposit is to lock in the price given and to keep time frame agreed upon as for the project quoted wasn’t supposed to do the project until mid April it’s the 2nd of April I do apologize but deposits are non refundable so again if you would like the project completed I’d be more then happy to complete the project per the quote and agreement mid April. I’m sorry for the inconvenience I told customer I would reach out around first of April if anything has changed otherwise we would plan on 2nd-3rd week of April being when we would get started. I don’t understand why 3-4 weeks prior to project start date all this is an issue  I still haven’t received any voicemails or text messages from customer. I have a schedule to keep and if one customer decides to cancel for no reason then either I have no work that week or I have to try to reschedule every other project I have up a week and call every customer and see if it fits there schedule it turns in to a lot of unnecessary work. That’s why I get deposits to try to not have to do that often and in the 4 years I’ve been in business this is the first time this has been an issue. 
  it’s still 2-3 weeks away from the project agreement start date! 

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: No mention was ever made about a non-refundable deposit.  The one complaint that is on BBB's file for him involves a deposit issue.  Do not  want contractor to do the work.   This is becoming a he said/she said issue and communication is a big problem, Bottom  line though is that he is not entitled to the deposit.  Does he  think he is entitled to the deposit when he stated quote could be different after the original date on the quote which could have resulted in a higher quote  and a request for more "deposit" money which we would have never agreed to.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  01/25/2023

  I am unable to see the attached documents. I did one project for this client and received a call back to bid another project.  I placed the bid and he accepted and placed his deposit.  I ordered stamps and color for his project.  The area of the pavers was much thinner than he had advised me, therefore it caused me issues with the concrete pour.  The day we poured it was about 100 degrees and the border we poured was 1 1/4 inch thick which caused the drying process to speed up.  Halfway through we knew the concrete had set up too quickly, so we instantly communicated with him.  I organized another plan to pour in a more controlled manner the next day.  I advised him I was going to take a break then remove the concrete that was poured that day and start clean-up process to prepare for the pour back.  He was fine with those plans and was thankful for the communication.  He stated that he understood due to his construction background.  He was very patient and understanding. I pressure washed his entire driveway even cleaning up parts that wasn't from our mess. He came out that evening in a completely different mindset and was very hostile. He was using foul language and had a temper. I avoided him and continued cleaning, he went back inside. Once he came back outside, he was ecstatic with how clean his driveway was, and everything was still on schedule to pour back as we had previously discussed.  The next morning when I arrived as scheduled, he told me that he was going to just replace his pavers that he had removed on his own. I offered to replace what I had messed up at my own cost and he refused after the agreement that I would replace it. I also offered to replace his pavers so that he didn't have to, and he chose to do that himself. I'm not agreeing with a refund request because deposits are non-refundable due to them covering special ordered materials and the time slot on my schedule. 

*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. ↩