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:09/12/2024

  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.

  We had ~30 yards of concrete for our driveway in 3 pours in July. Contractors have 70+ years concrete experience. The first 2 pours went fine. 3rd pour on 7/18 cost $2642.34. All pours used the same amount of retarder. Pours 1-2 setup & most of crew left by lunch. Finishers float & work the tool marks/joints & brush.
  The 3rd pour didn’t setup & they could not float on the concrete to smooth the tool-marks. The concrete was “mushy” like Jello. The top skim coat was hardening but the center was still soft. Crew couldn’t leave & everyone had to wait. They did what they could do to avoid ruining the whole pour. Brushing separated the top skim coat from the gelatinous center. It took a lot of work to salvage it. Concrete underneath was still “moving” & could be molded if you pushed on it even at 7PM. All 3 finishers felt too much was added & have never seen before.
  General manager Jason only came out the next day when I told them I was going to cancel the check. He brought paperwork showing how the mix was calibrated & accurate. He said it is out of their responsibility when it leaves their plant. He blamed the contractor’s for requesting the retarder agent. He said they would take care of the material cost in the future if it didn’t hold up (structurally) but that does not cover the remove/install labor. He did not offer a core sample or a discount on the material cost due to the cosmetic concerns or the 6 extra hours I had to pay the crew to wait around. He said there was nothing they could do.
  In the end it looks ok but you can see the tool marks from the joints & areas where the brushing separates. Some joints are flattened where the edges or the brush marks wouldn't hold up. There are streaks & the colors do not match the previous pours. I have no confidence this will hold up & even less confidence they will honor issues down the road.
  I spent a lot of time & money to have a driveway installed & their product & response has caused grief, anxiety, & money.

  Business Response

  Date: 09/18/2024

  Austin Servall Concrete has reached out and apologized for the experience that a customer has had with our products, and we have come to an agreement we are both satisfied with.  Austin Servall Concrete is a family business that has been around since 1906.  We always look to be everyone's first choice for concrete and want everyone to have a pleasant experience with our products and services.  

  Customer Answer

  Date: 09/18/2024

  I have reviewed the response made by the business in reference to complaint ID ********.

  They reimbursed the expenses incurred for the additional labor hours. They reiterated if we have any structural or integrity problems with the material in the future that they would honor the replacement material cost. 

  I find that this resolution satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *******