Complaints

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.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In general they did beautiful work on my driveway, however:
  1) a crack appeared almost immediately in the DEEP cement area near the road
  2) I have been making calls since July. Finally the OFFICE lady came last week, but she basically just said "cracks happen."
  3) I would like to talk to someone who KNOWS concrete and whether there is a deeper problem. Mr. ****** never shows up.
  4) another minor issue has never been taken care of, even though REPEATEDLY i'm told, "It would just take a minute." They haven't had a minute since July??? They also claim they don't want to disturb me, but I told them it's not a problem! and also told them the most convenient times: still no response.

  

  Business Response

  Date: 11/14/2022

  [BBB Transcription via Email]

  From: ***** ****** <*****************************>
  Date: Mon, Nov 14, 2022 at 10:22 AM
  Subject: BBB Complaint ID # ******** , ********* / ****** Concrete
  To: ***************** <*****************>, ***************** <*****************>
  
  
    
  
  November 11, 2022
  
  RE: BBB Complaint ID # ******** submitted on 11/01/2022
  
  Dear Ms. ******** ******,
  
  We received notification of a complaint filed by Ms. ********* ********* regarding Repair Issues. We regret to hear that Ms. ********* has expressed dissatisfaction with the service we provided. We will endeavor to address the customer’s concerns in a timely fashion, as it is our goal to reach an amicable resolution.
  
  As stated in the notification we received:
  
  Complaint Involves: Repair Issues
  
  Customer’s Statement of the Problem:
  
  In general they did beautiful work on my driveway, however: 1) a crack appeared almost immediately in the DEEP cement area near the road 2) I have been making calls since July. Finally the OFFICE lady came last week, but she basically just said “cracks happen.” 3) I would like to talk to someone who KNOWS concrete and whether there is a deeper problem. Mr. ****** never shows up. 4) another minor issue has never been taken care of, even though REPEATEDLY i’m told, “It would just take a minute.” They haven’t had a minute since July?? They also claim they don’t want to disturb me, but I told them it’s not a problem! and also told them the most convenient times: still no response.
  
                  Desired Settlement:
  
  Other (requires explanation) Contact by the business; Finish the job; To EXPLAIN why the most supported area cracked anyway! And if so, why hasn’t it been replaced.
  
  
  
       Enclosed is our reply to Ms. *********’s complaint:
  
  
  
  Dear Ms. ********* *********,
  
  We were informed that you have expressed dissatisfaction to the BBB of ** ** & ** ** regarding Repair Issues on your concrete driveway. We regret to hear that you are not satisfied with the service we provided. We would like to address the details of your concerns, hopefully to resolve them, and reach an amicable resolution. 
  
  It is our understanding, from your Statement of the Problem, that you have a crack in your concrete driveway, you are concerned about the structural integrity of the concrete because of the crack, and your complaint implies that our company has not done everything reasonably expected to respond to and resolve your issues. You would like us to further investigate the severity of the concerns at your site as well as explain why the concrete cracked, and whether the crack is cause for repair.
  
   In the two months following the completion of your finished driveway/ramp entryway, we spoke with you over the phone multiple times and acknowledged your concern about a crack in the driveway at the street. A knowledgeable representative of our company visited your site in October, spoke with you in person regarding your stated repair issues, and photographed the area in question. Please see the image attached to this email.
  
  The area of concern is on the corner of the driveway; a crack that is roughly ~16” from each edge, stretching about ~20” across the corner.
  
  As indicated on your estimate/invoice, the concrete in this area is 6” deep, with a compacted stone base. There is no wire reinforcement in this area. The design and materials used were compliant with the ***** ****** ********** ****** ****** standards for driveways on non-curbed roads.  
  
  *Please note that the following was not written by an engineer and is meant only as an attempt to help customers better understand some basics about concrete as it cures:
  
  §  The inherent properties of poured concrete cause internal stress on the slab as it continues to cure. This stress results in the concrete cracking to relieve the pressure.
  
  §  Concrete finishers use control joints at specific intervals to encourage the concrete to relieve pressure along those pre-weakened lines. For example, the “cracks” in between slabs of city sidewalk are intentional control joints meant to relieve internal pressure in the slab. Control joints can be hand-troweled or saw-cut.
  
  §  The length of intervals between the control joints varies by site, design, and application. Driveways are usually < 8’ intervals between control joints. Sidewalks are usually every 5’.
  
  §  However, a control joint is not a guarantee that the slab will crack there, nor do control joints guarantee that cracks will not occur elsewhere throughout the slab. 
  
  In your driveway approach (pictured) there is a control joint separating the stamped border from the broom finished main surface. The area of concern is a crack that is less than 20” from the corner and thus is not through an area where we would typically place a control joint. The crack stops at the perpendicular control joint before the stamped border. The crack does not affect the structural integrity of the driveway in any way that would cause it to be unsafe or unusable. The crack is not cause for tearing out approximately one square foot of concrete which would include the unaffected stamped border area. Also, a re-pour would not exactly match the color of the rest of the driveway due to slight variations in batch-mixes, weather, and site conditions.
  
  Therefore, it is our belief that we have done everything reasonably expected to address your concerns, explain how the crack occurred, as well as explain the reasons why we believe tearing out and replacing the area in question would be an unwarranted resolution to concerns about an area that does not need to be repaired.
  
  Thank you for your time and consideration.
  
  Sincerely,
  
  ****** Concrete
  
   
  

  Customer Answer

  Date: 11/14/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *********