Complaints

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• Initial Complaint

  Date:03/11/2025

  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.

  Pro Advantage poured a driveway extension, layed coping stones and cement patio around our pool. **** and **** are the owners who we worked with. 2-14-25, coping stones around the pool installed with no concerns. Cement was poured on 2-18. That night they came out wanting there check. We paid them by check and told them we were not happy with the appearance. They reassured us they would come back and clean up and then power washing the cement would resolve the issues of the surface being uneven and they would remove the cement that splashed onto our coping stones and our existing driveway. 2-25, they came out and the power washer broke. Returned 3-3, power washed the cement around the pool, coping stones and new/ existing driveway. **** texted the evening of the 3rd stating power washing was completed. I told him we were not happy with the result and there was damage. He came out that evening and agreed with us and apologized repeatedly saying they would make it right. **** was in *****. He said he would talk to him and get back to us the next day. 5pm on 3-4, I had not heard from **** as promised. I messaged him letting him know we tried washing the coping stones around the pool and they remained discolored. His response was need to power wash. *****pm called **** to see when they were going to come back out. He stated, **** would be home late Thursday. They would be out Friday or Saturday. I expressed that **** and I were not happy with the results, he assured me it would be fixed. 3-8, 8:45 am messaged **** to see if they had a time they were coming out, no response. 3-9, texted **** mentioning our disappointment and we felt our concerns were not a priority or they were ignoring us, no response. 3-10, sent this same text to **** stating they needed to contact us or further action would be taken. The surface of the cement was removed in areas and damaged when they power washed, cement is still on coping, multiple gouges and the existing driveway was damaged.

  Business Response

  Date: 03/27/2025

  Ms ******** screamed and yelled and threatened lawyers over concrete blemishes to 2 of my employees. Our agreement clearly states we are not responsible for discoloration or marks on concrete. The customer has been rude and unrealistic. 

  If she was so unhappy why did she make the final payment and then make accusations. We hs e no control as to what happened when we left and offered to repair issues but her demands and demeanor is unprofessional and threatening to my employees. 

  Terms and  conditions are clearly stated on the agreement that was paid and agreed to. Final payment was not taken until after the job was complete and she was happy. Only weeks later she made unfounded complaints and threats to my employees. 

   

  **CONTRACT TERMS & CONDITIONS**

   

  1. This Proposal and Contract shall become effective upon the acceptance signed by both the Customer/Purchaser and the Seller. Any conditions not included in this contract will not be recognized unless documented in writing and approved by both parties. No modifications or transfers of this contract after acceptance will be binding on the Seller unless made in writing and signed by the Seller or an authorized officer.

   

  2. This proposal may be withdrawn pending the outcome of a credit investigation, or it may require the posting of a bond or the establishment of an escrow account with sufficient funds to guarantee payment upon completion of our work or as per the outlined payment terms.

   

  3. The quantities listed above are approximate. Payment will be based on actual field measurements. A reduction in quantities may lead to an increase in unit prices.

   

  4. Prices in this proposal and contract are valid for 60 days.

   

  5. Prices include sales tax, if applicable.

   

  6. Invoices will be issued as specified below. 50% down payment is due on the day we begin work. 25% is due after inspections and the remaining 25% is due 2 days after we complete the work. Payments not received within 30 days of the invoice date will incur a monthly interest charge of 1.5% and an annual charge of 18%, which will be reflected in monthly statements. Full payment of principal and interest is personally guaranteed by the individual signing this contract and the company they represent.

   

  7. Withholding retainage on invoiced work will be deemed a breach of contract unless retainage is explicitly stated in the payment terms above.

   

  8. Final payment in full is due within 2 days of the contract completion invoice, unless stated otherwise above. Payments not received within 30 days of the invoice date will incur a monthly interest charge of 1.5% and an annual charge of 18%, which will be reflected in monthly statements. Again, full payment of principal and interest is personally guaranteed by the individual signing this contract and the company they represent.

   

  9. In the event of non-payment or late payment by the Customer/Purchaser, the contract will be considered breached, and the Seller will pursue all legal remedies available under North Carolina law to recover any unpaid funds. The signatory of this Proposal and Contract agrees that by signing, they accept responsibility for reimbursing any legal or collection agency fees incurred by the Seller, as outlined in NC GS 44A-35.

   

  - All Work is for Form, Place and Finish Only. 

  - Control joints will be cut according to industry standards.

  - If the pavement depth exceeds what is specified in the scope of work, a change order will be necessary to address the difference.

  - The use of de-icing chemicals on new concrete voids all warranties.

  - Backfilling and landscaping restoration are excluded unless explicitly detailed in the line items.

  - Utility adjustments are excluded unless specifically included in the line items.

  - PACS is not liable for hairline cracks, stress cracks, discoloration, or spots in the concrete.

  - There is no guarantee that the color of the new concrete will match that of the existing concrete and any color additives may vary from images / brochures. 

  - PACS does not guarantee against damage caused by misuse, marking, foot traffic, animal prints, scratches, or vandalism on wet concrete.

  - Any delays caused by obstructions in the work area will necessitate a mandatory change order. Approval of the contract indicates the clients agreement to the following terms:

    - $300.00 for every 60-minute delay

    - $300.00 for re-mobilization