Complaints

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• Initial Complaint

  Date:08/25/2022

  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.

  Estimate was done on 6-21-2022 by an Employee named *****. Our concrete steps were sinking and the sidewalk up to the stoop had raised joints which were a walk hazard for my family. I was assured that all trip hazards on the front walk would become level so my family would no longer trip. On 7-6-22, the Jack-A-Slab crew came to perform that said work. I was told by ***** if any issues would arise we would have a year warranty and after that we would only pay 10% to repair. After about a week my Mom who is 73 tripped at a raised joint at the end of the front walk. I called immediately and made an appointment for an employee to come out for the repair. I spoke with **** ***** and he said that he reviewed my paperwork and that joint was not part of the work I paid for. **** stated I needed to raise my concrete driveway and inch and that would be an additional $800 to $900. I stated the issue of the raised joint is part of the agreed work that I already paid $525 for on July 6, 2022. He argued and finally stated he could grind down the raised joint at the end of our front walk for an additional $150. I stated no to that offer as well. I called the Jack-A-Slab office and spoke with a woman that I am concerned that their company was not honoring what ***** stated in the original estimate. He stated, “ If you are not satisfied with the company’s work, they will immediately rectify any issues.” She stated I would need to pay the additional $800 to raise my driveway. I told her No and I believe it is very unprofessional of **** ***** to offer repairs on the side. The woman in the office said that was not a problem if **** wanted to offer to a repair on the side.
  After these experiences with Jack-A-Slab I do not want any of their employees near or on my property. I believe this company is scamming customers and are very untrustworthy. I chose Jack-A-Slab because of their promise to make any repairs or adjustments.

  Business Response

  Date: 08/30/2022

  To whom it may concern:

  *** ***** has accurately told what happened in her situation.  Her opinions, however, are skewed.  

  If you read the quote, it clearly states that it is for the front sidewalk.  All joints on the front sidewalk are even so there are no trip hazards.  She only asked us to quote the front sidewalk and in particular the area near the front step.  There is a trip hazard at the joint where the front sidewalk meets the driveway.  We DID NOT create this trip hazard, it occurred as the driveway settled over time.  In order to correct that trip hazard, we need to lift the driveway.  We can't lift the part of the driveway immediately adjoining the sidewalk without also correcting other driveway slabs adjoining that slab or there will be additional trip hazards in the driveway.  I explained this to *** ***** several times and she only continued to say that we promised to fix all trip hazards on the sidewalk.....the trip hazard is AT the sidewalk, but the driveway is the area that needs to be fixed.  We can't lower the sidewalk to meet the driveway, we LIFT settled concrete and that area of the sidewalk is not settled, the driveway slabs are settled.

  She also complained to me that we should have told her that the driveway also needed to be fixed but we are sensitive to the homeowners request and only quote what they ask for.  There have been times that we offer to quote other work and customers feel like we are trying to RUN up a big bill for them, making the ticket a better sale for ourselves.  With this in mind, our estimators only quote what the customers request.

  Since *** ***** didn't want to pay to have the driveway fixed, **** offered her a cheaper solution of grinding the trip hazard away.  We don't offer this service as a company.  **** would have taken time out of his schedule, drove 45 minutes one way, and worked on the trip hazard for her which would have involved another hour of his time.  Our employees work 45-50 hours a week, so their Saturdays are valuable to them.  His motive was only to help her and not make a big buck.  He was charging her a minimal charge for the service he was going to provide.  

  In addition to my response, I will also comment that we typically reduce areas that are added on at the customers request.  It obviously saves time and fuel to take care of all of the customers needs at one time.  We were willing to waive our set up and tear down charge to fix the driveway even though we had to make two trips out to the residence. The charge of $800-$900 was a reduced charge.

  We are sorry that her elderly mother tripped.  We are in business to resolve this hazard.  *** ***** accentuated the area near the front step.  If she would have pointed out that she was concerned about the area at the end of the sidewalk adjoining the driveway, ***** would have quoted that as well.

   

  Best Regards,

  ****** *****

  Office manager for Jack A Slab Construction, Inc

   

  Customer Answer

  Date: 08/31/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The front walk includes all the joints. ***** told me there would be a smooth transaction of no trip hazards up to the front sidewalk stoop. I was told that I would be completely satisfied with the businesses work. I reported the trip hazard and after **** ***** visited the property he stated that Jack-A-Slab needed more money. He wanted $800-$900 more. Since I said no to, then he offered to grind the joint down for $151. I am disgusted with their Business practices wanting more money. I should have went with my gut feeling when ***** 
  Came out for the estimate. He gave me an elaborate story that Slabjackers,who is their competition, will take customers for their money.
  
  Now the company Jack-A-Slab has taken my money, performed poor workmanship, expects more money and has no concern for the safety of my family members. I am still wanting a refund of payment. The employees seemed nice at first but now that I have an issue they are very rude verbally.

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

  Business Response

  Date: 09/01/2022

  To whom it may concern:

  Please read the quote that ** ***** requested from us.  The work involved the front steps and slabs adjoining the step as per her request.  As I said in my previous response,  All slabs in the front walk have been raised to create a level hazard free sidewalk.....Her quote and work request did NOT include the driveway where the tripping hazard is located.  We don't give refunds on work that is completed to the work order description.  If this area was a dangerous trip hazard for her mother, we don't understand why she didn't point it out.  The slabs closest to the driveway were not settled so they weren't manipulated.  We had this difficulty when we had our phone conversation.  We quoted sidewalk work.....sidewalk work was completed to perfection.  If she wants a trip hazard fixed that is a result of the driveway being settled she will have to have the driveway lifted.

  We have 5 crews out lifting concrete everyday all over Central Illinois.  We serve thousands of customers every work year.  If our staff and our company are such as she describes, we would no longer be in business.  We do our best to be courteous and respectful and provide a needed service.

  I tried to resolve this issue with *** ***** by offering her a reduced price to lift the driveway.  It isn't our responsibility to inspect a customers property for additional trip hazards.  To most customers this is rude....I don't need to repeat what has already been said in the previous response.

   

  Best Regards,

  ******

  Customer Answer

  Date: 09/06/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Once again the integrity of the business, Jack-A-Slab, is not recognizing or honoring the warranty of their work. I do not trust those Business Practices. I do not feel confident or comfortable having their employees on or around my home. Therefore, I will take my valued time and money elsewhere. As you can see in the attached pics. The front walkway is about 12 ft long. For the employees, to say they feel it is rude to meander around the home is absurd. I had my contractor grind down the inch at the end of the walkway, it took him 10 minutes. **** ***** wanted $151 to grind the inch down for a safe walk. 

  I will no longer accept the refusal of $525 performed by Jack-A-Slab. I want my money refunded due to Neglectful and Unsatisfactory Business Practices.

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