Complaints

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• Initial Complaint

  Date:05/31/2023

  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.

  Crystal brook has been notified numerous times of this complaint, they refused to come out and look at the area of problem even after they poured the concrete, and before the concrete had time to cure. The concrete patio they poured, had a cold spot due to their negligence of pouring concrete over the wire mesh that dried. Days later they poured new concrete over the area. It did not adhere properly and has created cracking throughout the entire slab from the bottom to the top as well as going across the form. In addition, due to their negligence, Crystal Brook concrete services drove over my leach field numerous times with heavy loads of dirt being carried across the area, the weight of the excavator has caused a sinkhole in my leach field that is causing a back up of waste water in my yard. Crystal Brook was notified numerous times of my septic system, and they said it is no worry. They will avoid the area, however, they did not. We have video and photo evidence showing the excavator driving over the leach field channel.

  Customer Answer

  Date: 05/31/2023

  The work started by Crystalbrook was April 6. - last time they showed up May 23 2023. 

  Business Response

  Date: 06/07/2023

  On March 31st, 2023

  Sara was scheduled to meet with the ***** to spray out the lines for their pending walkway and patio project.  She met with them on site to discuss this project and go over the site including areas we were to avoid and the design of the patio.  She was shown where we could and couldnt drive and where the septic was located.  Our crew stuck to the areas we were told were ok to travel on per ************** in this meeting.

  On April 28th, 2023
  Justin and Sara went out to meet with the customer about his concerns regarding the patio.  While we felt nothing was wrong with the patio, out of customer service and the premise of getting our final payment, we discussed and came to the following terms which were agreed to between both parties via email and work was completed May 12th, 2023:
  This email is in regards to the meeting held, April 28, 2023 between yourself, Justin and Sara.  The following terms were agreed upon:
  Sealer will be added to darken the existing control joints on the back patio and to the sides of the patio in a few areas.
  A step will be added at the garage door, it will be as wide as the door and 2' deep, step to be sealed.
  It was discussed on site that the step may not match in color to the existing patio, please acknowledge this is understood.
  A discount of $500.00 will be reflected on the final invoice.
  The step installed, which the ***** said to omit previously and was not installed during the patio installation, was later installed AND a credit given leaving the ***** unjustly enriched, as the above final deal we made included the payment of the balance when all was completed.  It was agreed that final payment would be sent once these items were completed (completed May 12th, 2023).  A balance of $8,236.50 is still outstanding, not including any finance charges.

  May 31st, 2023
  The first time we heard of any issue regarding the septic area was on 5/31/2023 when we once again inquired on when the balance would be paid.  If ************** has a video of our crew moving machinery along an area where they shouldnt have been, why did he continue to video and watch them?  Why would he not of stopped them and advised them of a different area and/or called the office (Sara) to discuss a better location for travel of said machinery? 

  As for responses, all emails were responded to in a timely manner and answered accordingly.

  Our contract states:
  WHILE WE STRIVE TO ACHIEVE PERFECTION WITH OUR PRODUCTS,VARIATIONS DUE TO BUT NOT LIMITED TO THE FOLLOWING MAY OCCUR:  WEATHER, SETTLEMENT, STAMPING,  ETC. CAN CREATE SMALL IMPERFECTIONS FOR THE FINAL PRODUCT INCLUDING PUDDLING,SMALL FRACTURES, CHIPPING, FLAKING OR CRACKS. SOMETIMES AGGREGATE MAY SHOW THROUGH JOINTS OF STAMPING.  CRACKING WILL ONLY BE CONSIDERED SIGNIFICANT IF IT EXCEEDS 1/2" IN WIDTH OR 1/2" IN HEIGHT CRACKS WITH ANYTHING LESS THAN A 1/2" GAP WILL NOT BE CONSIDERED FOR REPAIR.
  Ive attached a picture of the initialed area where the ***** acknowledged this.

  It seems to us that every time we ask for payment, another issue arises.  We would like our final payment and to complete our business with them, immediately.

  
  

  Customer Answer

  Date: 06/13/2023

  
  Complaint: ********

   

  I am having trouble uploading pictures. I sent an email to the link that came with the email with pictures, I have much much more.
  
  I am rejecting this response because:

  Hello 
  
  
  I would like to respond to Crystal Brook concrete concepts with a timeline of my own with some of the conversations or problems, omitted out by Crystal Brook in the response to the Better Business Bureau.
  
  
  March 31, 2023
  
  
  Sarah came out and met with ****** and *********************** to go over the patio. They were quite a few small changes that were made with Sarah, in addition, we discussed the septic system in the areas on which I would not like Crystal Brook to drive over. There was an area between the house and our empty hot tub , small aluminum boat where I said it is perfectly fine to drive between the house and hot tub and boat. Sarah assured me that they know what theyre doing and will complete the job without the need to go over the area of the lawn that was talked about.  
  
  
  While Crystal Brook started the insulation, the homeowners noticed some concerns with the project as the employees were not following the design that Sarah and the homeowners agreed-upon. The homeowner tried to communicate with the employees, but there was a language barrier, and was not able to communicate with the employees that were doing the work. Although there was an excavator driver, who spoke English, and we were able to communicate with. we thought he was the foreman because he was so nice and talked to us. But we later found he was just a worker, and did not communicate with anybody! We finally came to the point where  I was able to talk to Sarah on the phone and fix some of the issues we were having due to the language barrier with the employees, the front patio was installed.. And about a week later, the back patio was installed.  The company did not drive over any of the areas we talked about while pouring the front walk and the back patio. We have an email trail to support all of these comments.
  
  
  April 28, 2023
  
  
  After dealing with a bunch of small issues with the employees due to the language barrier, Justin came out and said there is no reason you should be talking to my workers, I do not want you to talk to my employees, please don’t talk to my employees when they come to your house.  ( one of the problems was we never had a schedule we never knew when Crystal Brook was coming) We went over some of the issues that we had during the process such as no supervisor or foreman here full-time .  we stated we had problems with the employees not following the agreed-upon patio.  
  
  
  Justin and Sarah spoke to ****** ***** about the issues and about how the landscaping was left in the yard, after the employees said the job was finished, we have emails , pictures and videos to provide evidence of the situation,  on a side note, Justin even found tools in the yard, that were crystal brooks that were left behind , Sarah and Justin agreed that the landscaping that was left at the property was not part of the contract and they come out and remove all the piles and Hard pac.  They agreed to clean it up and install a stair for the back garage. Since there was a miscommunication about the installation of it.  We all agreed on a $500 rebate and to install the stair, Justin even said he was going to buy the homeowners a patio table with chairs for the inconvenience.  
  Pictures provided of the landscaping left behind
  
  
  
  
  More pictures and videos can be provided. Unfortunately, it is difficult to paste and put into the section.
  
  
  5-2-23
  An email was sent to Crystal Brook concrete on when are they going to be removing the piles, and finishing the original seal, and installing the stair …because I received a final bill, stating to pay immediately, but the job was not finished as of yet.  
   5-9-23
  Crystal Brook responded and said they will be out shortly to do all the necessary jobs to complete the patio and walkway.  
  5-12-23
  Crystal Brook sent their employees out to the house, to finish the step, and remove all the piles that were left in the yard, however, the employees wanted to use a excavator rather than wheelbarrels to remove some of the dirt and Hardpac piles. At this time this is when the excavator operator and employees drove the machinery over the leach field back-and-forth repeatedly removing piles.  Justin stated that why didn’t the homeowner come out there and stop them, first, I am not their supervisor, and I was told not to communicate with the employees, however, I was not home on that day and in 2023 you can have security cameras pick up video of people in your yard, this is where I went back And found evidence that the employees decided to use an excavator to remove the piles of dirt and go around the hot tub and fishing boat and drive over the leach field to remove the piles of dirt and Hardpac.  I have pictures and video to show the excavator driving in the middle of my yard over the leach field to get the piles.
  
  
  5-15-23
  After looking over all the work, I did not realize that the machinery drove over my septic leach field at that time, I wrote an email to Crystal Brook thanking them and saying the check will be out shortly. 
  
  
  However, during this time, New England received 4 to 5 days of heavy rain!  My wife and I noticed some cracking issues because the rain really helps cracks pop out to the eye when it is wet on the concrete, I asked Sarah via email to please have Justin call me. He did not! 
  
  
  I wrote another email having stated that I need Justin to call me and come over here and look at the cracks on the patio.  I sent pictures. The cracks were forming in an area and getting much bigger!  That was an area of concern that we pointed out to Sarah and Justin on where the employees poured an entire wheel barrel over the wire mesh on the back patio a week before pouring the back patio. This area concrete dried before they put the patio concrete down. I provided pictures of evidence that this created a cold spot in that area and the bonding was an issue and this may be why it is cracking.  Justin told Sarah that he looked at the pictures of the cracks and of the area and said it’s only on the top I’m not going out to see him please send the money immediately.  We have email evidence of these entire conversations.  As it goes for the cracking issues, Crystal Brook improperly poured the concrete that is creating cracking due to their negligence of putting concrete over the wire mesh prior to pouring the entire patio.   We have multiple pictures of the area cracking, even as of today June 8, There are more cracks in the area where Crystal Brook improperly poured the concrete that is not adhering to the joints and creating a spot that is cracking completely through the slab, Crystal Brook tried to provide me that they only warranty up to half inch cracks, but these cracks are created by their negligence.  
  
  
  much more pictures if needed. 
  
  
  At this point, I refused to mail the check for the final payment, the owner of Crystal Brook refused to call, talk to, or even communicate with the owner. He just said, pay the bill immediately.  Several emails followed on Crystal book stating they are going to do nothing about the issues we are having as they said they are done and they want their final balance. They also provided fees that they were going to charge me on the bill, a passive aggressive attack on the homeowner, which was absolutely uncalled for for a $24,000 project.  
  
  
  5-31-23
  
  
  Unfortunately, it got even worse for us,  during the last week of May, New England, experienced more rain, however, one morning my dog came running in after going outside to go to the bathroom and smelled like the most disgusting smell You can think of that I can’t even put on paper, how bad it was.  There was a sinkhole in my backyard over the leach field  and a blockage was created.  I called a septic service company, the first thing he said to me when he came out who drove machinery over the leach field I can see the track marks. I can see the path that it went back-and-forth over the drainage field.  I immediately looked at the videos, and you could see the tracks of where Crystal Brook, drove over, the septic company said that the leach field drainage will have to be addressed in order for the septic system to drain properly. this issue was created directly by Crystal Brook driving over the leach field instead of using wheelbarrels to remove piles that they left behind. 
  
  
  Crystal Brook concrete services have been completely unprofessional by making the customer feel like they did something wrong, the only thing my family wanted was a beautiful patio, that is why we went with a high-end concrete service like Crystal Brook, they are making the customer feel like they did something wrong, and we should just give them the money and not pursue any other avenues that was created by Crystal Brook. The cracking on the back patio due to The negligence of Crystal Brook and damaging the septic drainage field was not part of the contract with Crystal Brook.  I am asking the Better Business Bureau to look into this matter further, and I can provide videos, photos, and emails to support all of  my concerns.  This company is using passive aggressive tactics that need to be addressed by another outside person.  We are now in a position that we have to hire multiple professional services to complete this project. Crystal Brook has refused to continue to work with us, Crystal Brook should be held responsible for any of the fees and services provided to finish this project in the correct manner. 

   

  Sincerely,

  ****** *****

  Business Response

  Date: 06/23/2023

  We will happily reply to this as our business and our customers are our first priority, always.  Our goal is to leave ALL of our customer's happy and loving what we've done for them.  At this point however, it seems we are at an impasse.  Its been evident to us that the ***** clearly dont want to pay their bill.  We have held to our end of the contract, we even held to an agreement in addition to our contract in order to satisfy the ***** (this was discussed in the last response).  At this point, we would like the ***** to please pay their balance so we can call our business concluded.

  
  - We drove light machinery where we were told by ***************
  - The ***** knew exactly how to get a hold of us whether it be by phone or email.  Responses were immediate if not answered at the time of the call.  I believe we even emailed the ***** as late as 9:30 PM one night in response to an email.
  - We left materials on site per the request of the homeowner to our operator.  He later said our operator lied to us, we are HIGHLY confident in our employees and trust they wouldnt lie to us.
  - The table was negated in the final agreement with the $500 credit that now leaves the ***** unjustly enriched as they did not hold to the agreement of final payment to be paid to Crystal Brook after the items on the list were completed.
  - Removing piles was not part of final agreement and happened prior to the meeting ************* is referring to.  ************** account of this is incorrect, he emailed on 4/22 asking about piles and they were removed at no charge based on customer service and at a loss for Crystal Brook on 4/24/2023.  Another account of the customer being unjustly enriched.
  - Every time payment has been due another issue arises, we asked for our payment before any other visits.  We believe this is fair as we again, had an agreement and stuck to it on our end where they have not.
  - As for what the ***** call a crack, it is a surface tear only.  Concrete unfortunately is not a perfect material and can tear.  The ***** knew this, our contract which the ***** signed states:  WHILE WE STRIVE TO ACHIEVE PERFECTION WITH OUR PRODUCTS, VARIATIONS DUE TO BUT NOT LIMITED TO THE FOLLOWING MAY OCCUR:  WEATHER, SETTLEMENT, STAMPING,  ETC.  CAN CREATE SMALL IMPERFECTIONS FOR THE FINAL PRODUCT INCLUDING PUDDLING, SMALL FRACTURES, CHIPPING, FLAKING OR CRACKS.  SOMETIMES AGGREGATE MAY SHOW THROUGH JOINTS OF STAMPING.  CRACKING WILL ONLY BE CONSIDERED SIGNIFICANT IF IT EXCEEDS 1/2" IN WIDTH OR 1/2" IN HEIGHT CRACKS WITH ANYTHING LESS THAN A 1/2" GAP WILL NOT BE CONSIDERED FOR REPAIR.     
  - We also have all our conversations documented.   

  
  We appreciate the time that the BBB has taken to help in resolving this matter and wish the ***** the best of luck in their future.  In closing, we would like our final payment from the *****.