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Business Profile

Decorative Concrete

Trueform Concrete LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I purchased a $1120 dollar sink in February from Truform concrete because they followed up with me browsing the website. They offered a discount on the sink so I decided to purchase the sink even though my project would not start until June. The package looked fine from ***** so I did not open right away, and when I did the sink was cracked on the edge. I reached out to Trueform and they tried blaming ***** and said I waited to long to let them know of the issue. The manager ******* was quick to offer me an exact replacement for 800 dollars or to send me a color that has been in inventory that he said is similar to the color I selected. I dont want to spend 2000 for a 30 inch sink so I said he could send the other sink. Come to find out its way lighter than the shadow dark color I originally ordered. I feel like the original sink was damaged when making it because the box was not damaged when I received it from *****.

    Business Response

    Date: 08/22/2024

    All products are carefully inspected by our ***************** Team prior to shipping. It appears that damage was caused during shipping. Customer complaint was well beyond our window in which to claim damages in shipping. We cannot recuperate costs for shipping damages with ***** so many months later. As a good will gesture, we offered a replacement product for free, having first aligned with the customer that it was a different color. The customer approved of the color change, but changed their mind upon receipt and filed this claim. We have now sent two sinks for the price of one, and spent money on both the product and shipping that we cannot recuperate. We have extended goodwill beyond our contracted responsibility.

    We have excellent ***************** and excellent customer reviews. We have minimal customer issues, and pride ourselves on our customer service and responsiveness. 

    We feel that we have been more than generous with this customer. That said, we wish them well, and are still happy to make them a replacement at cost as originally offered.

     

Trueform Concrete LLC is NOT a BBB Accredited Business.

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