July 13th. 2017
This situation is a perfect example of “ CUSTOMER KNOWS BEST”.
When our estimator signed up with this client she was specifically
advised it would be 4 – 5 weeks before we could start her job
( weather permitting )
She started to call the office in the 3rd. week wanting to know when
we would be there. We kept her informed at all times of our schedule.
The rains that we had been experiencing had also delaying our ongoing
jobs several days which she certainly knew about.
We later learned that the customer had already gone ahead and removed her
patio stones on her own. She was quite clear on stating that she is very handy
and could possibly do the job herself.
We advised the customer that she should re-locate her lights from the working
area so as not to damage them. She did not do so. Our contractor moved a few
garden lights from the immediate area so as not to cause damage.
She went ahead and placed them back in the same area after they left for the
day. There were no plants damaged or the customer would have brought that
to our attention and we would have seen that. We were there several days.
After pouring the concrete drive, it appeared as if it was going to rain again
later in the day.
Our contractors covered the driveway with plastic to protect it.
The winds and rain caused the plastic to stick to some areas. We were
prepared to fix any indentations when we had a few good days.
Again, the customer wanted to “top coat” the driveway immediately after the
concrete was laid as she was expecting guests and wanted it all done quickly.
We strongly advised the customer NOT to re-surface the driveway until we were
totally finished as we still had to travel across the area, complete areas and to
let it settle and harden.
We later learned that she had gone to “ HOME DEPOT” and purchased a top
coating material and placed it over the concrete driveway on her own before
we could complete the final finish. Our work was not progressing slowly, it
was just not fast enough for her. Mother nature and the elements are beyond
our control and materials need time to settle and cure, however this customer
wanted it completed rain or shine. It was scheduled to be a 3-5 day job.
We spent 7 full days there and given the weather and still continued to return on
4 or 5 occasions to finish completing and dealing with unfinished issues.
During all of the time spent there, the homeowners always exchanged
pleasantries with the crew and made no mention of any concerns.
As we were working, on several occasions very severe rain and high winds
came on suddenly. There was no way that we could quickly cover the customers
porch and all that was exposed. Of course there was splatter.
We again assured her that it would all be dealt with.
Each day upon completion when we had a day without rain or storms, our
crew cleaned up to the best of their ability and assured the customer that we had
special cleaners that would be used at the end of the project, but she still had to
do it herself.
Again, the customer could not wait for completion and did not at any time
consider the weather elements that contributed to this as being out of our
control and felt it was easier to put blame on us.
The retaining wall was of poured concrete. The mix was not of the highest
quality that we would have preferred and did not want to use it.
The owner, Mr. Hollingworth came to meet with the client
to discuss the retaining wall material. Mr. Hollingworth again, wanted to
remove the section that had been put in and start afresh.
The went into the house to have a few words amongst
themselves, returned outside and told Mr. Hollingworth and our crew
to proceed with the existing as they quite liked the shape of it.
We advised,that with proceeding to use this product we would have to re-surface
parts of it several times to get the best finished results.
The customer agreed to the re-surfacing method and instructed us again, NOT
to remove the existing, not to start again and just get it done.
Again, urgency, rather than quality.
ASPHALT AND CEMENT
Contractors stopped the concrete at the edge of the garage. It is common
practice to use “cold patch” to fill in gap between interlock or concrete to
meet up with asphalt. Cold patch needs a few hot days to harden. It has been
overcast and humid. She would not wait. As mentioned she did the top coating
on her own.
Prior to her even sending in this review, we have tried to call her and have gone
to her home to satisfy any outstanding issues, but she refuses to answer the door
and no longer to reply to our calls.
This is an insult to the integrity of our company. She would not listen to any of
our suggestions, wanted it done her way and now writes this vicious review.
We now believe that this is no longer about us.
THIS MAY NOW BE ABOUT THE FACT THAT SHE STILL OWES US
a “ SUBSTANTIAL AMOUNT OF MONEY”.
On most projects, we request a draw midway. We only received the initial
deposit from the client.
We now believe that the client realizes that she may have been wrong and
should have listed to our expertise advice.
It is most unfortunate that she now does not want us to finish the fine
tuning of the job so as not to have to pay us the amount owing. I am sure
given the hard work is now done, she will probably want to do the fine
finishing on her own.
We would be most obliging to send testimonials of the last few jobs that we
have just completed stating how happy the customers are with our services.
This is the first time ever that we have been so unjustly attacked.