We had several masonry specialists bid on a job to spot tuck point our house as well as replace some crumbling bricks on our garage pillars as well as two chimneys. We decided to go with Image Enhanced for a couple reasons (price was not a factor as they came in close to the other contractors that bid):
1. The rep that came to our house to estimate took his time and made a decent assessment and recommendations on the work to be done. His quote was the most comprehensive of any of the other quotes we received from other companies. This was the #1 reason we chose this company. They seemed to consider a lot more than others did.
2. They put a very professional foot forward with a helpful web site, courteous uniformed staff, printed quotations, and good follow up.
The professionalism stopped dead once we signed a contract to get the job done. Once the sales process was over, the customer service went down the drain and the contractors that were sent to our home were not the right people for the job.
I'll say up front that the work they did in removing the broken bricks on the chimney and the garage pillars was satisfactory. I was happy with the result. However, the tuck pointing was the main part of the job, and the results are literally a nightmare.
The grinding out of old mortar has left chips on our bricks that are too numerous to count. The contractors were in such a huge rush, they left many sections of ground out mortar unfilled with any new mortar. Large sections were left completely unattended to, and sections of bricks around our window sills and base of our chimney were left a complete mess.
We had to call the company to send the contractors back out to address the issues. The contractor came, look at us like we were nuts, quickly filled in a few spots, and left without saying a word. I called the office again and told them not to send out the same contractors. They sent out a different set next that left a different set of problems. The second set of contractors would not tint the mortar to match the other mortar, and they left a mess of mortar that now needs to be scraped off of bricks. Nothing was cleaned up and they even left a huge bucket of mortar on our driveway for which I had to call the office twice before anyone came to pick it up a week later.
Because life was very busy at that time (we were preparing to get married), we were happy just to have them away from our property. But two months later, after our wedding had past I still felt horribly about the situation this company left us in. So, I decided to call the office once more - only to speak to someone about our dissatisfaction so that they could perhaps learn from it for the future. I did not care at this point to have anyone else come to my home, I just wanted to leave feedback. The person I dealt with on the phone offered to have a supervisor call me back and come look at the mess left on my home. I thought that would be fine for the sake of information for their company. The supervisor never called me back. Somehow, I am not surprised.
