You called this summer with a concern about a flagstone walkway installation we had performed 3 years ago. You said that on part of the walkway the jointing sand was “bubbling up and flaking off”. I, Paul Adamson, owner of Stonehenge Design Build, came out and met you at your home as soon as possible. I discovered an unusual situation; the failure of part of the jointing sand. The product we often use for the joints is a polymeric jointing sand which is the most leading edge product of its kind. This product normally performs exceptionally well. We have never known it to fail. The affected area of your walkway seems to drain slowly due to grading challenges with the tree/driveway/deck steps and grade to the south. I stopped by several times to monitor and investigate what was happening.
I explained to you that it is our opinion that the jointing sand is failing due to the moisture conditions. This is not a warranty issue. You may also remember that our best solution was to offer to re-apply a different sand at an “our cost basis only”. This is the same as your original invoice which we also did at cost only. You also asked if we could just supply the sand so you could do it yourself to save money. I said we certainly would in this case.
Some time passed again and then you said that you decided that this should be considered a warranty issue and insisted we re-install jointing sand for free.
Although we do sympathize with your situation, we do not feel obligated to repair work that is damaged by these conditions. Our original offer stands that we would perform the work at cost only. I am still willing to perform the work this Fall and if we can to it for even less I most certainly will. We cannot offer a guarantee on the re-installation of the sand but would perform the installation with hopes that it would at least hold another few years.
Customer satisfaction is and always has been paramount to us. It is a large part of the foundation of building our business over the last 25 years. When you engaged us to install your walkway originally, you were very cost conscious. We did our best to accommodate your needs and help you out. We installed the sand at cost only. When we were on site, upon your request; we did other work for no charge; i.e.: installing fence sections and temporarily repairing your failing front step free of charge. (as we could not guarantee repairs on previous work by others)
In regards to all your other comments and complaints; Eleanor and my recollection of events and job notes differ from yours. I will not however, go” tit for tat” on what you have said and prefer to respectfully disagree.