Complaints

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• Initial Complaint

  Date:17/07/2023

  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.

  Hired ***** to mudjack sun*** slab pieces in my carport in 2020, and our back patio and sidewalk in 2021. The initial job was great and even during major downpours, there was dry concrete near my house due to slope being achieved again. By the end of 2021, a couple of spots had sunk back down a little and water pooled. Contacted the company and his son *** was very honest and told me I should wait until the next season to claim warranty as they only provide one callout per period. He was right, as another spot sunk a bit in that time. *** figured the extreme heat that year may have shrunk the ground, causing sinking. I contacted ***** who immediately asked if I followed care instructions, which I did. Stayed off the spots for over a week, sealed right away with the NP2 sealant he recommended, brought in several truckloads of dirt and packed it in to build up ground around lifted areas. He agreed to warranty but claimed busy. I spent the rest of the 2022 warm season chasing him. "Call me back x day." "So busy!" "Broke a bearing on equipment." I work in property management and know that all contractors were extremely busy last year so gave him the benefit of the doubt. This year has been the the same story with "I need to wait for startup funds." "Call me x day.". He agreed to come yesterday finally and we prepped the property by moving everything, no show and no response. I gave him the benefit of the doubt and was patient, thinking he is just a scatterbrain and would eventually show. It is now apparent he is stringing me along. I even had all this typed up yesterday and thought "Ok, I'll give him tomorrow to at least respond." and left it. All I am asking for is the problem spots be addressed as promised before water continues to pool and run towards the house again.

  Business Response

  Date: 31/07/2023

  In response to this customer's concern. The photos he provided me with, shows no water draining or threatening the structure once again since we've corrected the slope of the concrete. I see no need to bring the equipment back. The small mismatch in the walk according to the terms of my warranty directly contradicts what It states. The warranty information clearly outlines a minimum of an inch before we will address the drainage. The pictures he provided me show no water running at the home. Its in fact dry at the walls. I see no necessary need to take away from my other customer needs for my service for a day, or loose a days revenue. This seems to be an unfair complaint given what he has provided me as proof of concern. In my initial evaluation, as the professional, it is my responsibility to tell the customer what needs to be done. I've never had someone think it was necessary to remind me of what he thinks needs to be done. My work is very technical work, 99% of my customer's don't even realize what is involved. My time is valuable, any of my time. So too are my customer's. Please carefully review the photos as well the warranty details. You will see the same as me with this. I see no water going toward the wall? The patio has a patch work between the bottom of the siding? I didn't place that material? Why did he? and how would the concrete be able to be raised without removing it? I don't understand his reasoning. Nor ignoring the dirt planter between the home and his side walk being a soggy problem. The step should have been placed facing the walk, and the walk tight to the wall. It'll be an ongoing issue. Thank you for your time. My first ever complaint and I do in fact take this matter seriously.

  Customer Answer

  Date: 01/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  In our text messages, he agreed to come perform the repair on the following Tuesday.
  The area around the stairs is not part of my claim. The patch in the back? The way the slab cracked left a little triangular piece of slab that he destroyed during the lifting process, which was not a problem for me so I just had it patched. This is not part of my claim. BBB has a copy of the warranty section. Nowhere does it state anything about "a minimum of an inch before we will address the drainage.", nor am I asking for any drainage to be addressed? The warranty section refers to waiting for settling to occur to "a good inch" before calling to address saturated ground. It is essentially explaining what his son told me in regard to waiting a season to see what happens with the slab. Had ***** done investigating or simply asked me, I could have provided the attached videos and photos. In the carport you can see where the water runs away from the house in the lifted section that has not sunk. Job well done. I step back and you can see how a chunk in that area has sunk a bit and water pools. You can see dirt left behind from rainwater pooling and drying. In the back I spray water a couple of feet away from the house and you can see that the majority of the slab has maintained slope and water runs away except for the chunk by the window. I included a photo of the sealant being pulled on by that piece and a photo later on of the water drying which shows how much ran towards the window. We are talking about two pieces of concrete as pictured in messages. They sank back enough that they are letting water pool and run towards the house. Full stop. Quality of workmanship is not in question. He did a great job initially and we had an extremely hot summer the other year. Things happen, like what is explained under his warranty section. If he does not want to honor warranty, own it and lets move on.
  Sincerely,
  
  **** ******
  

  Business Response

  Date: 01/08/2023

  The video I watched provided by the customer shows a small area where water is making its way to the house. When the camera turns right, you'll notice the majority of the flow is draining off. When the slab was raised, I noted inconsistencies in the surface as well. Humps or dips will redirect the water. This is out of my control and is mentioned also in our terms and conditions 

  Here are the terms and conditions, along with the Quote and the customer's acceptance email of the evaluation and the provided documentation. I'm also providing the amended terms that we currently provide. I have added to these terms as I came across new situations over the years and am sharing those as well. 

  The Text picture **** sent me of the patio has a grout under the siding that we did not place. Picture of before our procedure shows nothing there. It's not known to me when he placed that product, and why. Looking at it, it appears to be consistent, not down from the bottom of the siding? not down at all? 

  When I met with ****, I did mention the trouble with the planter and the entire backyard sloped to the house! The sidewalk blocks the water in a bad spot between the house wall and the sidewalk, and will continue to affect the walk. I explained a redirect idea of the backyard and different things that verbally he said he understood? I explained and showed him with a level the dips and high points in the poured surface of the patio. The driveway, I see no slope issues whatsoever. I'm not at all understanding the continued harassment from this customer. There is no concern here? The video I saw today shows the water running off the patio?

  If you look carefully at the picture of the sidewalk you'll see how the lawn is much higher than the walk.  

  If you were to see how high his back lawn is compared to the concrete you'd be surprised. The video he illustrates where the water goes, it's about a 13 inch spot it runs towards the house, the overall amount he's running the water on when he pans to the right shows the water draining away from the structure, (house). Who ever poured this wasn't a professional. Nor was the landscaper. Ultimately what we intended to do was done.