Complaints

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• Initial Complaint

  Date:22/09/2022

  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.

  Quote210575
  Invoice****
  On Aug 15-16 M*****&Co were to perform concrete replacement,crack repair with removal of high edge with scarification and grinding, and to clean and seal with densifying sealer with salt guard. They came(Kelvin M*****)on Aug 15 and poured the replacement concrete and did not return on the 16 to complete the work.In the meantime I cleaned the concrete off my railings and siding as well as the excess concrete blocking part of my driveway. I contacted Adrian B***** several times before they finally showed up to wash and do the crack repair, after being at my house for a short time they said that they would be back in an hour to do the grinding but never returned, leaving their pressure washer behind.
  On June 24 Adrian B***** came and sealed the concrete, at that time I raised my concerns to the workmanship issues and the different sealer used but it was shrugged off.
  -July 25 I recieved invoice and again raised my concerns to Adrian B*****, who I was always led to believe was the owner or at least in charge. I was given a $500 discount for the different sealer( which is a totally different product with different outcomes and does not have salt guard), grinding not prformed and the cleanup that I performed. The workmanship issues were not adressed, in particular a low spot at the bottom of our staircase that holds water.
  On Aug 27 I asked who the actual owner of M*****&Co was so we could resolve the problems. I was led to believe it was Adrian because he always reffered to Kelvin as his tech. I was told that ownership has nothing to do with work performed or invoicing and that my options are to accept the discount for the work not performed and materials not used or to pay in full and ask for warranty. I have been told by two other concrete finishers that it would all have to be dug out and re done to properly fix. I have not paid any of the invoice at this point as I do not trust that anything will be resolved after doing so.

  Business Response

  Date: 23/09/2022

  Client approved separate items, items were performed individually.

   

  Some of the work was weather dependent. Pressure washing was performed during the cleaning and sealing process and was not to be done immediately after concrete placement, we did not request the client to clean the site nor was it a urgent need. 

   

  After pressure washing the slab must be dried before sealing. It began to rain so sealing could not be completed as planned. 

   

  The specified sealer was not available locally and to meet the clients schedule demands, an alternative sealer was used. 

   

  Kelvin M***** is the Principal Technician of the company and at the time Adrian B***** was Business Relationship Manager. The clients requests to know who the shareholders are has nothing to do with the work or lack of payment for the work. We offered a "deficiency discount" or a warranty of us fixing the issue to the client. Our policy is that the warranty is included in the purchase price of the services, since the client has not paid us we advised they must pay us for us to implement warranty or accept the deficiency discount. The client advised they wanted a discount and for us to replace the concrete without any payment.

   

  The low spot that holds water can be resurfaced if the client was to pay for the service, however the client does not want us back to their house as he is friends with two concrete finishers that at the time of accepting the quote were too busy to perform the work however are now interested in performing the work based on our review of the clients letter. The other issue with water in that location, is there was previously a crack approximately 1 inch wide nearby that brought water into the soil. The client requested we fill the crack, so water now gathers instead of draining. We asked the client at the time of site inspection if they wanted to completely level the slab to prevent water ponding and they requested for only a localized crack repair with trip hazard removal. scarifying and grinding is performed in warehouse floors and parkades however as this slab is exterior weathered concrete the scarification removed the trip hazard and better matched the existing slab.

   

   

   

   

  Customer Answer

  Date: 29/09/2022

  On April 12 I arranged for M*****&Co to come look at the job and write a quote but Kelvin M***** did not show up, I was then told that he would be there on April 13, he again did not show up. He finally showed up on April 21 and I received the quote on April 22. After many weather delays of which I totally understand, the job was scheduled for June 15 and 16. The weather was good on both days and the new concrete portion of the job was done on the 15th of June. They did not return until I called them on the 21st. They were at my house for about an hour and said that they would be back in an hour to do the grinding. They never returned so I informed Adrian B***** that I would put their pressure washer in my shop until they returned. This shows that my "schedule demands" weren't like Kelvin would have you believe.
   The clean-up was not expected to be done right away but after not returning from June 16th to the 21st I had to remove the pile in the driveway for parking and because it was blocking the rain water path to the drain, causing mud in the driveway.
    After raising concerns to Adrian B***** about workmanship, materials not used and work not performed I was forwarded to Kelvin and was given a discount of $500 for grinding not performed, materials not used and for the cleanup that I did. The workmanship issues were not addressed, in particular the low spot on the new pour at the bottom of the stairs.
                               WORKMANSHIP ISSUES
     - Low spot on new concrete that holds water
     - Now knowing that we could have in fact had a better outcome at the crack repair. Most notably that it could have ended up level. The difference in color was obviously never  a problem, as the same thing was going to show up when the new concrete was poured beside the existing driveway. This portion of the job was done on the suggestion of the contractor.
      -Arced, not straight thermal expansion cuts
       - General finishing and clean-up of new pour
    
    In short, the discount provided was actually for work not performed and material not used. These are both things that were in the original quote and not done/used.
  I no longer want M*****&Co back to repair the deficiencies. This is not because I have two friends that want the work, it's because I want to move on and because I no longer have faith in this company. At this point I would settle for a discount on the work performed and look forward to both parties moving on from this experience that has dragged on for far too long.

  Business Response

  Date: 04/10/2022

  Client states they are willing to accept a discount and move on. A invoice with a discount applied has already been sent and not paid, we will await payment from them.

   

  We apologies that this client is not in our usual service area and the work should have been turned down prior to sending a quote due to our workload, and also as at no time were we able to meet the expectations of this client which caused a rushed work environment on site leading to a lower standard of work than we are proud of.

  Customer Answer

  Date: 07/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As mentioned previosly the "discount" that was given was for services not done and materials not used. These were both in the original quote that was accepted on April 22/22, therefore this is not a discount. We are asking for an actual discount on the poor work performed and the timiline that it took to complete this small job. Our expectations and timeline were by no means unreasonable, in fact when the company set June 15-16 aside to do the job, we were happy. I totally understand the weather delays in April and May but the company themselves set June 15-16 for the job to be done and after the 15 did not return untill I called. Therefore we would expect an actual discount.

  
  
  Sincerely,
  
  
  
  ******

  Business Response

  Date: 12/10/2022

  If the client can present their requirements clearly we can determine if we are willing to accept the terms. Asking for a discount and not accepting the discount, while also not stating what discount amount is acceptable shows the unwillingness to cooperate in the process that was initiated by the client. Similar to the unwillingness to cooperate with the process of performing the work allowing for a positive outcome.

  Customer Answer

  Date: 17/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have not been given a discount. The $500 removed by the company is for work not performed and materials not used, of coarse we should not be charged for them. We are asking for a $500.00 discount for the unsatisfactory work that was done, something that this company has admitted that they were unhappy with themselves. If we are given $500 off for work not done and materials not used and a $500 discount for the unsatisfactory work, we will pay this bill emmediately upon acceptance.

  Thank You.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 24/10/2022

  ****

   

  If this information had been provided to us within 30 days of our invoice the terms would have been acceptable however since it is has been due now for over 90 days we cannot offer your requested discount due to the costs associated with collecting these funds.

  Customer Answer

  Date: 31/10/2022

  
  
  Complaint: ********
  
  
    The reason for such a long delay in payment is that the contractor did not take any responsability for for the poor work left at our residence, in fact it was blamed on us untill recently. We were asked to submit a resolution to the admittedly poor work that was performed by Miller &Co.We have given a fair resolution, if they do not want to work with us and accept this, we be forced to seek legal advice on how to rectify this dispute.
  
  Sincerely,
  
  
  
  ****** ****** 

  Business Response

  Date: 03/11/2022

  We offered both a discount and to fix the work as part of our warranty. The warranty that is included in work that is fully paid. As you decided not to fully pay there is no warranty for the work.

   

  As you did not accept these terms in a timely manner we cannot provide warranty or additional discounts at this time