Complaints

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• Initial Complaint

  Date:14/07/2023

  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.

  I had Proconsul Construction replace my driveway for me on August 4th of 2022. They failed to do what specified in their contract with me (only poured 60 sq m instead of 65 sq m), they made a terrible mess of concrete spatting all over my house, and left various construction materials stuck in the concrete molds when they left the house. They did the work while I was on holidays and demanded that I pay them the balance immediately without being able to inspect myself. Once I got home I questioned the ***** ***** about the quality of his work and he kept promising me he would come out to fix it all. It's now almost a year later and nothing has been and he no longer responds to any of my communication methods (phone, text, email). I asked him for a 15% refund as that is how much of my driveway is missing, but he laughed at me on the phone and hung up when I mentioned this. That was our last conversation.

  Business Response

  Date: 08/08/2023

  Good day,

  Thank you for *** doing the great part by helping
  resolve the customer vs business situations.

  On February 22, 2022 we had met with ******* on site to
  discuss the driveway replacement. During the meeting, we walked the site and he
  requested for driveway to fit 2 vehicles side by side. I had advised him it
  will not be suitable as you will need to create the retaining wall due to
  landscaping being significantly higher than the requested driveway. With minor adjustments
  and major discount given due to him being referred by one of our clients he had
  accepted the proposal. With slight delays in scheduling I had advised ******* on
  the job’s start date and gave him a significant amount of notice. On July 11-12
  we had started the removal of the driveway and granular base preparation. I had
  contacted ******* on July 11 to discuss the change of moving the driveway past
  the electrical box, which is safety concern. (Picture
  1 attached with the RED Line, screenshot from conversation) This adjustment
  would decrease previous discussed area by approximately 2-3 m2, which he agreed
  to. Driveway was poured on July 22. On July 23 there were minor touch ups and
  landscaping repairs completed.  We had sent
  the invoice for completed work on July 23 with “Due on Receipt” terms which is standard
  terms for work completed for home*****s. 
  ******* advised that he was on holidays in BC and would pay the invoice
  upon his return (Picture 2 of conversation
  attached and another Picture 3 of conversation
  attached with me asking “If he is happy with the driveway and him responding “Yes
  it looks great!) On July 29 ******* had dropped the cheque off at our office.
  On July 30 ******* sends us a message asking when we will be back to “Finish
  things off” (Picture 4 attached) I called
  ******* to discuss his concerns and it was decided that I will be sending our
  crew to correct minor deficiencies in order to keep him completely satisfied with
  the job, although prior approval of our job was already given by him. On August
  12 our crew had completed the touch ups. August 16 - another text message was received
  from ******* advising on more deficiencies. At this point, I had personally gone
  to site to meet with *******.
  
  To address *******’s comments on “terrible
  mess of concrete spatting all over my house and left various construction
  materials stuck in the concrete molds when they left the house” please
  see picture 5 attached of minor splatter of concrete during the pour which I
  had personally cleaned up afterwards as well as “various construction materials” picture
  6. Piece of wooden concrete form that had to be left underneath due to
  location of pour, which we agreed on to come back and patch.
  
  “They did the work while I was on holidays and demanded that
  I pay them the balance immediately without being able to inspect myself”
  We had completed the work without knowing he was on holidays and clearly, he
  had inspected the work which we have text message proving that. He personally
  dropped off the cheque on July 29th upon his return from holidays.
  
  We have proof of ongoing communication with ******* as well
  as email threads stating we can send the crew to correct the same evening with
  no response.
  
  Regarding the refund. Even though contract was a lump sum I had
  agreed on providing a refund (copy of email communication can be provided if needed)
  to keep the customer happy, but this will have to be mutually agreed on, as the
  calculations ******* proposed aren’t correct:
  “I asked him for a 15% refund as that is how much of my
  driveway is missing, but he laughed at me on the phone and hung up when I
  mentioned this. That was our last conversation.” There is
  significant amount of emails, not a phone conversation to show that I have been
  in contact with ******* consistently. Never did I nor any Proconsul
  Construction employees hang up or laugh at the client’s concerns, as this strictly
  goes against our customer relations policy. 

  Please see attached file with corresponding pictures as outlined above.

  Thank you

  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: 20322365
  
  
  
  I am rejecting this response because:

  1) The retaining wall due to the level of landscaping on the lawn next to the driveway was mentioned in a phone call after the work was done, never before as I would’ve agreed to one being built to make sure I got the driveway width I originally requested.

  2) Yes I agreed to the driveway being narrowed very slightly due to an electrical box at the end of the property. I was texted a picture while on holidays after it was done and not given a choice. But I’m not worried about that as I never expected the driveway to but up against the box.

  3) The concrete spatter was cleaned up by ***** himself in the area next to the driveway (window glass, and a bit of siding), but there’s still more on the siding and my front door.

  4) The wood form block stuck underneath has been requested to be removed or fixed but I’m only ever given same day notice to repair it and I’m already booked with work. I’ve asked for at least a week’s notice so I can be there to personally inspect the finished work, but am never given that much notice. 
  

  5) By my overall square meter measurements the driveway measurements 60 sq Meters, but the contract states 65 sq Meters. The extra 1M x 5M section is what would’ve made the driveway the length that I asked for and signed off for. So when I asked for my credit to accept what was done I based it on the missing amounts of concrete that were not poured on both sides. To me that seems more than fair, and I’m willing to accept this amount to end things as they are today.

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