Complaints

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired James (owner of the company) to put in a concrete patio. He subcontracted out the work. The existing patio area consisted of a single step, small landing pad, and gravel. They did the work and I paid them. However, I didn't notice the slope of the patio was extreme. Once I noticed I looked into it online and found it should have been a drop of 1.5 inches over 12 feet rather than the 6 inches they ended up doing. I asked him to fix the problem but he stated that he felt they did a good job because they followed the existing slope of the small landing pad that was already there. He refused to fix it for free but stated he would fix it if I paid him more money to do so. I informed him I would not pay him to do that but that I would rather pay someone who knew what they were doing to fix it. Now I am trying to find someone to fix it and am being told that they will have to redo the entire thing to fix the problem.

  Business response

  06/09/2024

  For the project in question, we were hired by the client to install a concrete patio and four footings that would provide a base to be used for a pergola. We worked with the client to discuss options for the location of each footing. The client provided a finalized sketch design of the project, including dimensions of the footings and the patio in relation to their existing concrete stairs and landing. The patio dimensions would be the same as the existing rock patio to the concrete edge. With the design finalized, Saturday April 6th, 2024 our concrete contractor arrived at the property to begin the project. Before any work began, the contractor met with the client to specify that by building around the existing stairs and landing the slope would need to match the existing concrete landing and extend to the existing concrete edge. The client agreed with the proposed plan, and the contractor began the preparation work. 
  
  By the end of the day on April 6th, the concrete base with rebar and wire mesh was installed. The client called the owner James to discuss irrigation work. James stated he would send an irrigation technician to move the irrigation box out of the concrete pad area. James asked the client how the prep work was looking besides needing to move the irrigation box, and the client said it looks great. 
  
  The irrigation box was moved on Tuesday April 9th. The Concrete contractor arrived on Wednesday April 10th to pour the concrete. Once the concrete patio was poured, the owner James texted the client asking how everything was looking, and the client replied that it looks good so far. 
  
  Saturday morning, April 13th, the client texted James to review the plan for completing the project. The client stated, " Concrete is dry and rebar is sticking up where the risers will be". James called the client back to confirm the plan for completing the project. The contractor arrived later that day to build the forms and pour the footings.
  
  On Wednesday April 17th, our contractor arrived at the job to remove the forms and check the completed footings. Upon arrival, the contractor called James to inform him there were male and female genitalia drawn into the tops of the concrete forms while wet. He was surprised and assured James that was not him nor his crew. Upon completion of the project, James sent an invoice and texted the client who made the final payment.
  
  Three days later, James received a text from the client who expressed concern regarding the slope of the concrete pad. James and the contractor went back to the job to listen to the concerns of the client and discuss a resolution. Should the client have brought up a concern through any point of the project, we would have addressed it and accommodated any changes needed right away, to ensure they were pleased with our work. The job was completed exactly as planned, using the slope of the previous rock patio, concrete landing and the concrete edging. The client had plenty of opportunities to discuss altering the design and raising the far end of the patio. There was no compromise to the quality of the completed project, so James informed the client the only option would be to tear out the dried concrete patio and redo it. We informed the client we could do it, however it would be an additional cost to essentially re-build the concrete patio. Should they still desire us to come back, tear out, and rebuild their concrete patio we will do it for $3,500. We would ensure the client approves the new level of the patio before and after the concrete is poured, so that we meet all their design preferences for the project.

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: At no point was there any discussion on the slope of the concrete patio. The statement "Before any work began, the contractor met with the client to specify that by building around the existing stairs and landing the slope would need to match the existing concrete landing and extend to the existing concrete edge." is completely untrue. The only discussion about the existing stairs and landing was that we wouldn't be tearing them out.  As the customer I shouldn't have to have that kind of expertise to know what the appropriate slope for a patio should be. I shouldn't have to go searching online for it like I did after noticing how badly sloped the patio was. Looking at it from inside the house did not provide the correct angle to notice the bad slope but I had no way of knowing that. 

  Yes, I should have noticed the slope was wrong before pouring and after it was poured but I didn't have time to go out and inspect it in detail beyond looking at it from my window. From that angle I couldn't see that the slope was so extreme. This team should be familiar enough with what the correct slope is for a patio to be able to warn me about that being a potential issue but it was never brought up or discussed at ANY point until I noticed it and brought up the concern. 

  When I spoke with James in person he stated that he felt they followed the existing slope of the concrete pad. In the photos it is obvious that did not happen. You can see the slope drop off dramatically after the existing pad ends ad the first break in the concrete. James simply stated that if I wanted them to fix it they could do that for an extra fee but did not state what the fix would be and how much it would cost. The following lines are also completely untrue "James informed the client the only option would be to tear out the dried concrete patio and redo it. We informed the client we could do it, however it would be an additional cost to essentially re-build the concrete patio. Should they still desire us to come back, tear out, and rebuild their concrete patio we will do it for $3,500. We would ensure the client approves the new level of the patio before and after the concrete is poured, so that we meet all their design preferences for the project."

  I informed James that I relied on their expertise to know what the appropriate slope of a patio should be. As the customer I shouldn't have to have that kind of expertise and go searching online for it. I also told him that if he insisted on charging me to fix their mistake then I would hire someone who knew what they were doing to fix it. They should refund the cost to have it fixed. 

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

  Business response

  06/11/2024

  While we find it unfortunate the client had not really seen the progress of the project every time they were asked how the project was going, or when they were drawing in the wet concrete forms, it seems there has been misunderstanding or improper communication. If concerns on the client design were not addressed properly, we will come redo the patio at no extra charge.

  Customer response

  06/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  At this point I don't trust this business to do the work. In addition to that I haven't been able to find a contractor's license on ********************** to even do concrete work. 

  I request a refund of the $4,445 I paid for the work so that I can hire a different company to come in and fix the project correctly.

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

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