Worse company to deal with. Bad customer service. The design was great but the workmanship is still up for debate. They miss calculate our driveway measurement and was short on concrete and had to mix more which left a gap when the second mix had to be poured. I had to call them almost everyday and with a private number in order to get a hold of someone at the office. I ask to speak to Hercules to voice my dissatisfaction but they would tell me he comes in and out of the office and this is me trying almost everyday for about a year and half at the beginning of spring and at the end of summer because they would tell me "that is when we do the repairs". Until this day I still haven't spoke to Hercules nor has he made the attempt to contact me. It was difficult to get them to do our warranty and even more difficult after the warranty was done poorly. They want to charge me to fix the warranty work because now I'm out of the warranty period. I contacted them constantly as soon I seen the work post warranty. First, they claim it must have been something we did and then after it was the colour we picked and that is how it is suppose to look like. If Hercules took the time to come out and look at the work (good customer service), he could make his own judgement instead of looking at pictures and telling the reception what to tell me because pictures don't full illustrate everything. It is the most unattractive view of the front porch step from the street especially given our house is located on a big corner lot and faces constant traffic. You can clearly see that there is something wrong with the steps. I just wish that they would care more about their customers after the fact. My last conversation with the company left me enraged, angry, and flustered. This just seals my faith in the construction industry. There is some that are actually good but I have yet to work with one. My dissatisfaction will surely be address to the BBB and all other resources because I can't seem to make any progress by myself. Our work was exposed aggregate with bullnose for our front porch and steps, exposed aggregate with stamped border for our driveway and stamped concrete for our backyard patio.
- Approximate cost of services:
- $33,000.00
- Any advice to offer fellow homeowners facing a similar project?
- Make sure you do your homework and read as much reviews about the company before you decide to commit to them.
- Company Response
We regret your not happy, but just like anything else thats purchased it did come with warranty. We are always more than happy to try to resolve anything that may arise after that, however, just like anything else there is a charge after the warranty has expired. I’m sure that you can appreciate that after 3 years later we wouldn’t fix this for free.
On June 21 2010 Master concrete started the work at Lisa.
In 2011, Hercules was out to Lisa’s to repair some small cracks on the patio. Lisa was in the one year warrantee, so we fixed the area, but Hercules also applied FREE sealer to ALL of the concrete. ( front and back). This is something that he did not have to do, but he did it to make Lisa happy. Also because she had mentioned she was going to sell her house that year and wanted everything prefect.Lisa your concrete was not miscalculated a truck will hold 9 meters and your job was 24 meters, so of course we had more than one truck load come with concrete.
Lisa you wanted us back again in 2013 to do a repair to the front step. We asked for a picture of the step because you kept saying it was dripping which made no sense. When we got the picture it showed that the release powder had started to fade and the color you chose was starting to show more. We made an effort to rectify the issue and informed you that we could add more release to hide the color and then seal the front but there would be a cost. Then you told us not to seal it, but to do the repair ONLY. You said again you just want the repair done so you can sell your house. you said that in 2011 too. So we lowered our price and charged $350.00 for the repair with NO sealer. This is when you got really upset with our company because you were hoping to get it repaired for FREE, and you were hoping to get a hold of Hercules so he would seal it for FREE again just like in 2011. Hercules is always out on site and working long shifts. He works from 6 am to 7-8 pm and the office is closed at 5 pm. We could book an appointment with Hercules to go out and see the area, but we save him time by asking for photos. Its clear what needed to be done but again for a fee. You were not willing to pay for a repair over the warrantee period. As for your claim for bad customer service. Well, there are people in the world that are understanding and able to compromise and we feel like we have done everything on our part to do that. No matter what we said, you got angry and harassed us with you were going to come to our office. We told you that the price was going to be the same even if you came to the office. We were always professional even when you were yelling and threatening us. I am sorry that you find yourself so angry and in need to harass the office.
Bottom line is Lisa was not willing to pay for a repair over the warrantee period, she threaten the office and when that didn’t work she thought using the media was the best way.