Complaints

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• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Damaged stamped concrete after they worked on our house.This damage is from slamming the ladder/scaffolding that's been used to install the sidings. They sent their "property manager" ******* if I remembered his title correctly and we spoke with him and told him about our concerns such as damages on the concrete and leaving debris (sharp nails and cut out sidings - which could harm anyone in the house especially our dog and the contractors are aware of it but THEY COULD CARE LESS) after the work was done. He acknowledged our concerns and said theyll address the damage on the concrete by sealing the entire concrete and even apologized for the debris that was left behind so we thought everything is fine - this was April **, 2023.I called ************ a couple of times for an update and the answer is always talk to ***** project manager. So at some point I got a hold of ***** and he said he will talk to ******* and someone will call me, I was being considerate because I know theyre busy but a month has already passed and got NOTHING no email no phone calls NOTHING. So I called ***** again and he said its on the works and were trying to find a contractor for you because its a big job so i said again okay thank you for that update. A couple of weeks went by I got nothing so I called ***** again and he said h*** call someone in the office and someone will call me on the SAME DAY but unfortunately no one did again. And now, after all of this back and forth conversations verbally theyre telling a different story - they promised to do their part and yet here we are. This is very upsetting and very unprofessional - everything shouldve been written in an email but they didnt want to - I begged for an email to be sent but got absolutely nothing.I called ***** on August 23 in the afternoon and he said he will talked to his boss to seal my damaged concrete and he will give me an update in the next 24 hours. 2 weeks later still no calls from him.

  Customer Answer

  Date: 11/09/2023

  please see attached picture of the damages to our stamped concrete.

  

  Business Response

  Date: 29/09/2023

  Hello,

  Sorry for the delay as the original message was filtered to my Clutter. As I do apologies for any misunderstanding Peak is the contractor engaged by the insurance company. Peak or its Project Manager do not make any coverage decision and only submit information to the insurance company. It looks like the damage to the stamped slap was determined to be a warranty issue and it was felt that the damage to the concreate is likely a result of improper installation and the top coat. Again these are not decision made by Peak and this should have been explained to the home owner by their insurance adjuster.

   

  Peak does not benefit in any way by not being able to do the repairs requested but can only proceed with the adjusters approval. **** has no issue with discussing with the adjusters but again we do not have the authority to approve work. I understand the stamped concrete is new within the last * years? It would be suggested to have the installer review the damage. If they believe the damage is in fact not the fault of the install and is hail Peak would be happy to take these details back to the insurance company. 

  We are committed to working with the customers but do not make the decisions on coverage.

   

  I will further follow up with the Project Manager and send a note to the adjuster.

   

  *************** - Vice President.

  Customer Answer

  Date: 29/09/2023

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

  The concrete was perfectly fine and has no damages until they installed the sidings which caused the damages "which is clearly not an installation issue" because this should've been an issue a year ago and not now. The insurance told us to speak with Peak Services to resolve the issue but now it seems like Peak Services is now wanting *************** to deal with it. Again, this damages was admitted by **** from Peak Services (even apologized for what happened) and promised us to resolve the issue. *****, the Project Manager offered us to coat the whole concrete pad but he asked us to delete our ****** review. How is that a good business if they don't want people to know how they operate/deal with conflict/issues/quality of work. Don't you want those reviews to be seen to actually see how they do business with people/how really good they are? How would you/they feel if you/they were on our position and an expensive concrete pad got damaged?
  

  We just wanted to be fairly compensated for the damages and the stress that they've caused us because we just had our first baby and we should not be worrying about this kind of issues that should've been resolved easily by them.

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