Complaints

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid $23000 for a new driveway. The concrete was not covered completely when it rained resulting in different tones in many area on the concrete. Many areas have dirt in bedded in concrete. Area near garage has tire tracks in the cement. It had not been driven on for 10 days. Was told five days were sufficient. Path lighting and wiring destroyed as well as irrigation. I am not looking for money but need someone to make this right.

  Business response

  04/04/2022

  Our Project Manager, Reid, has been in contract with *** about this situation. They are giving the concrete 28 days to complete curing. Reid will reach back out to *** this week of April 4th to see how the concrete has been curing and see if we need to move forward with any warranty work.

  Customer response

  04/04/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******

  Customer response

  07/11/2022

  This is an update regarding my problem with Madewell Concrete.  The repair work has not been done on my driveway and the people that I have dealt with to follow up no longer work for the company.  This driveway which cost $23000 is a disaster. Any help with this company would be greatly appreciated.  I have called the number on the website but I receive no answer so far.

   ******* *******

  **********************

  ************

  Customer response

  07/19/2022

  A new young man came out and took more pictures and said he would get back to me. He didn’t respond to my calls last week but I reached him today and he told me his new boss would not  be responsible for correcting the problem.  I contacted a salesman who told me he will contact someone else.  They have a claims department but to this date no one has ever contacted me.

  Business response

  09/07/2022

  *******:

  
  

  Just reached out. Will try to have this done this week. 

  Customer response

  09/07/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******

  Customer response

  09/08/2022

  Madewell finally sealed my driveway.  I want to thank you for your help.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company installed a concrete driveway, crosswalk, and sidewalk for us on 11/23/21. It was extremely cold, and we continually expressed our concern to PM Logan. He assured us it was fine. The concrete was to arrive around 10:30-11 am. It did not arrive until after 2:00 pm, & temp was below freezing & sun would be down by 5. Again, we expressed our concern to PM, & he assured us it was fine. He had a crew from Greenville, SC, w/out their lead person. Additionally, we found that the concrete did not come from their regular plant, but from an alternate plant they don't normally use or like. The concrete was poured & the smoothing was finished after dark. Then they had to wait "a couple of hours" for it to set well enough to be stamped. This was finished up in the evening, with water being poured onto the top so the stamps could be tamped in, They did this by the headlights of vehicles. As they did it, we saw the ice freeze on top, which they would crack as they applied the stamps. Again, we expressed our concern, & PM said it was fine. They finished up very late & came back on 11/25/21 to cut joint lines. We left a positive Google review since they worked so hard, & we received an ****** gift card in return. That day, we noticed cracking & crumbling along the joint lines, as well as chunks coming off the corners & sides. I informed PM on 11/28/21, and on 11/29 was told it wasn't covered by warranty. After sending pictures and complaining, the Area Mgr Stephen M**** contacted us, said it was covered, & they would come to look. They came the week of 12/6/21. AM said it was a complete do-over, & had us file claim with corporate office. At that time, we agreed that it should be redone in 3/22 to allow for better weather. After that, I chased AM M**** around continually to get scheduled and to receive help with color. AM emailed on 2/17/22 that we were scheduled for 3/16/22, & I would be contacted re: color. After 2/17 NOTHING. Didn't show, take calls, return messages.

  Business response

  04/06/2022

  Madewell has already offered to completely rip up and repour the driveway and walkway. ****** was scheduled for completing the project on the second week of March, which was the date of her choosing. We were waiting for ****** to pick the new color and she never replied to the email about which color was wanted. Once color is picked out we are ready to get this project completed. 

  Customer response

  04/06/2022

  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. 
  
  Regards,
  
  ****** *******

  The only thing true is that I agreed on the date. Stephen M**** did say in December that it would need to be taken up & repoured. After that, I had to chase & call & email & text continually to get a date scheduled (which they chose, I agreed to). He also said that he would work with project manager on color if I could get the color charts that were used in this area from ******* *****. I got those charts & sent them to Stephen, who then emailed me a date for redo & said he would have someone contact me regarding fixing the color. I did not hear from anyone – ever. Please refer to the attached emails & texts for the exact statements made by myself & the Madewell staff.
  The statement that they were waiting for me to choose a color is a blatant lie. The color was chosen. Stephen was to work with the PM to make the color correct in the concrete. Stephen emailed me that someone would contact me re: the color if that was okay, & I agreed. I DID NOT HEAR FROM ANYONE – AT ALL.
  I never received an email re: picking a color – I could not reply to an email I did not receive.
  I tried to contact them beginning 3/12/22, calling Stephen, the Asheville office, the Greenville Corporate office, & the 888- number on their website. I emailed Stephen. I texted Stephen. I emailed the COO Mr. **** asking for help in finding out what was going on.
  On 3/14/22, the person who answered the Asheville phone line said that she would have someone call me asap since we were on the schedule for 3/16/22 & still had not heard from anyone. I did not receive any return phone calls, emails, or texts at all. I called the Asheville office again twice on 3/15/22; the Greenville office once on 3/15/22; & the 888- number on the website twice on 3/15/22 & once on 3/16/22.
  I filed the BBB complaint on 3/21/22.
  On 3/22/22, Stephen M**** contacted me at 2:20 pm & told me he had been on paternity leave for 2 weeks & had just returned, & heard that he had missed my call while he was gone. I told him that I had called his own cell phone, texted him, & emailed him re: the job during that time. I informed him that I had already filed a claim & was requesting a refund for the job, since NO ONE from the company had contacted us, even on the day the redo was scheduled.
  At this point, we do not trust Madewell. We are willing to discuss a settlement, or complete refund.

  ****** *******

  Business response

  05/20/2022

  Madewell will be doing a full replacent of the project in July.

  Customer response

  05/20/2022

  Better Business Bureau,
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  Regards,
  
  
  ****** *******
  

  Customer response

  09/09/2022

  I am requesting that this be reopened because the company has not complied with the agreement that we made when we closed the case earlier this year. Mr. M**** had been responding and staying in touch regarding the removal and repour of our concrete. However, we now have been delayed again for no particular reason and Mr. M**** will not respond to phone calls, messages, or emails.

  The work was supposed to be done in August, then guaranteed to be done today (September 9), and now the PM says it will be mid- to late- October before it can be done. At this point, we would like a refund of our payment. We will have to pay a new company to remove the old concrete and repour the project. Therefore, we feel a full refund is appropriate.

  Thank You

  ****** *******

  Business response

  09/15/2022

  Hello, our regional director has been in touch with you about these circumstances and are working with you on resolution options.

  Customer response

  09/15/2022

  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.

  At this time, all we have been told is that the information has been passed from the regional director to his supervisor, who is out of town until next week. No information has been provided re: refunding the money we paid. Until that refund is done and we have the funds in hand, this complaint will not be considered resolved.

  
  Regards,
  
  ****** *******

  Business response

  09/16/2022

  Our regional manager will provide you options to evaluate. 

  Customer response

  09/16/2022

  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.

  As I stated in the last response, there has been no "offer" to reject at this point. The last email that we received from Mr. M**** states that his supervisor is out of town until next week, and after he returns, Mr. M**** will "update us with a decision as soon as he has one." (We have attached that email to this reply) That does not settle our issue, is vague at best, and tells us nothing about how they plan to proceed. It would be advisable for the company to have more than one person who could handle situations such as these - waiting for a "supervisor" to return from out of town doesn't give the greatest impression of the business or their practices.

  Until we have the refund in hand, we will not end nor withdraw our complaint.

  
  Regards,
  
  ****** *******

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 15 Madewell Concrete poured concrete to widen my driveway and create a patio in my backyard. The designs of the driveway and patio were discussed with the project manager on two occasions including the day of the installation. The concrete patio was designed with the electrical conduits placed to accommodate placement of a 220 volt line for a hot tub and for 110 volt line for power to a pergola. The measurements for placement of these electrical lines depended on the measurements and placement of the concrete for the patio. I reviewed everything with the project manager several times prior to the placement of the form and concrete. However, the concrete patio was not placed where it was to be placed according to the contract and my plan drawings. I contacted the project manager on February 18 to tell him that the concrete pad did not extend to the window as we had discussed as it was 8 inches shorter than it should be. He came up with several excuses including that he knew it was shorter than the contract provided but it was "to keep from using additional concrete." However, he still presented my wife with a bill for $210.00 for additional concrete. The project manager later stated that his regional manager would accompany him to look at the job on February 21 and come up with a resolution. They did not show and I haven't heard from Madewell Concrete. Not only did Madewell Concrete not perform the job they agreed to do, they also destroyed my wheelbarrow by using it to transport concrete without my permission and not rinsing out the concrete. A large concrete residue was also left on the pavement in front of my home. Things that were promised by the salesperson that were not delivered: 1. The concrete patio was not framed out 2. The concrete patio does not extend to the window (it is short by 8 inches which caused the power lines to not line up as needed for the hot tub and pergola) 3. My property would be cleaned up after the project completed

  Business response

  03/02/2022

  Our Project Manager has made contact with John and has set up a site visit for Friday March 4th. This visit will be to understand the issues in person and make a plan with John to fix the issue.

  Customer response

  03/08/2022

  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. 
  
  Regards,
  
  **** *******

  The job manager came to my home on Friday, March 4. He was late for the agreed upon time of 4:00. He was very argumentative and discarded everything I pointed out to him regarding my complaint. I had to ask him to leave and that I request someone else from Madewell Concrete to come and review my complaints. I have not heard back from Madewell Concrete.

  Business response

  03/11/2022

  We are going to have our Southeast Regional General Manager, Graydon, reach out to ****. Graydon will be able to travel to ***** location to make a decision with a game plan on what we can do and when we can get it done. 

  Business response

  05/03/2022

  We had our Regional General Manager Graydon visit with John. Agreed to add on the missing square footage for the patio. We already replaced the Wheelbarrow. Replacement for concrete will be May 9th 2022.

  Customer response

  05/10/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 22nd 2021 I had paid Madewell to remove and lay some new cement on my property. The project took two days and was ultimately never finished. The bigger issue at hand was the poor workmanship during the project, specifically on a set of stairs and a retaining wall. The sidewalk leading to the base of the stairs is not lined up with the bottom stair and the steps are crooked and lean down, making it a hazard to walk on. The retaining wall on the other side of my property was never completed and now mud rushes down my driveway each time it rains. I made several attempts to get the contractor back out to complete the wall however he was no-call no-show multiple times (have text to prove it). I paid for a French drain, this was installed in the wrong area, causing water to pool. There are several areas where they chipped the cement and left a poor patch job that looks horrible, not something the company would want to put their name on. The last and perhaps the most annoying is the contractors damaged one of my down spouts and cracked one of my deck boards while laying the cement/digging out for the drain. I was promised they would replace those pieces and they have yet to fulfil this. A non workmanship issue is I was charged an extra $800 over the contracted price and the reason that was given to me is "the job was harder than we thought". No other reason. I feel robbed and cheated. I would like my $800 over payment refunded and I would like the issues fixed. I attached some pictures for reference. The stairs issue has to be seen in person. Thanks ****

  Business response

  04/06/2022

  Madewell will have the Regional Manager Graydon reach out to **** ****** today April 6th to further understand what the issues are and what can be done for them. Once an agreement is made for what the fix can be Graydon will schedule a time for the issues to be resolved. 

  Customer response

  04/18/2022

  The business has not provided me with a timeline for repairs since this initial response on April 6th. They did send a rep out last week to patch one broken piece of cement near the retaining wall, however the other repair work on the wall has yet to be completed. The manager told me the retaining wall guy will not be coming out again even though the work is not complete. I was also offered a refund of $800 due to an overcharge, however no timeline on that check or credit card refund has been offered either. 

  
  

  Some of this work falls under warranty and other work falls under general workmanship issues that never should have happened in the first place. The stairs they built for us are dangerous to walk down and we really need them repaired. We paid $10,000 for this project and they left damage on our property and did what I consider a substandard job. 

  
  

  Here's some of the emails I have received so far. 

  
  

  Thank you in advance for your help!

  
  

  **** ******

  
  

  Customer response

  05/11/2022

  I was out of the country for a week, sorry for not replying sooner. They have not replied after saying they’d fix the issues covered under warranty. One of their installers came to my house unannounced, about two weeks ago. This installer made a mess with some touch up concrete and didn’t fix any of the items referenced in the original complaint. When I emailed Grayson from Madewell back about the confusion he told me they will not be addressing anything else. When I emailed him pictures of the mess his installer made, he has yet to reply back, as of April 22nd. All of the issues I submitted pictures of are covered under their warranty, however it appears they have no intention of replying or honoring it. 

  
  

  I’m not sure what to do. I simply want them to honor the warranty and do what they said they’d do. In the initial response I received, in reaction to my BBB claim, they said they’d fix all the spots I referenced. I don’t understand what changed. 

  
  

  See the screen shot below as proof of them offering to fix the two issues which were the retaining wall leaks and the crooked concrete. The refund was due to an over charge, which was addressed. I’m more worried about the workmanship though. 

  Business response

  09/21/2022

  Please have the customer submit their info on the claims page, currently we have not received anything to properly diagnose the issue. Claim - Madewell Concrete

  Customer response

  11/07/2022

  They refuse to accept a warranty claim, that was the whole point of the complaint and the ongoing correspondence with your office. 

  Business response

  11/08/2022

  Mr. ******, please fill out a claim form on our customer service portal so we can help you:  https://www.concretedriveway.com/madewell-concrete-claims

*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. ↩