Balcony repair work to stop water penetration was done almost a year ago - Dec'20. Work done was unsatisfactory and needed repairs - 'repaired' Aug'21. Warranty covers:
1. water continue to penetrate behind wall
2. falsely slopped flagstone causes water build up or cause other water damages
3. falsely sealed mortar joints or edges where flagstone meets existing stone around balcony
4. cracks in mortar joints & 5.loose or cracked flagstone
WATER PENETRAION IS NOT RESOLVED AND IT IS WORSE THEN BEFORE FLAGSTONE WORK WAS DONE.
- Company Response
Hello Jeanice, we're very sorry you are unhappy with our services! For the past 13 years costumer satisfaction and providing a high quality work is the most important to us and our number one priority. When We were called to your home late in the season the year of 2020 to inspect and provide an estimate for your second floor balcony repair I was told to create a water run off with natural stone to prevent any water penetrating through the crack in the concrete slab below. Based on the discussion with your brother in law who is a contractor as well he said the issue was that the water finds a way through the balcony slab to the porch area below. The solution to that was to create a 2-4% slope for water run off with a slate grey natural stone veneer. The work requested and agreed on was completed and the area was water tested (showed no water penetrating through the slab after the repair was completed). The costumer was satisfied and we have received our payment in full. The season of (2021) you have contacted us once again with the same issue. This time I had a structural Engeneer and a water proffer from the Restorators come to your home with an infra red camera to trace the water that was penetrating through the walls below which was all covered by our 7 year full warranty and the inspection cost was covered by our company. Unfortunately, the water was traced by our infra red camera all the way up to the soffit by the roof line and gutters which indicated that the water has been penetrating through the walls from way further above than what I was told by your brother in law. In this case the water damages on the outside of your home has nothing to do with the work that we did or what originally we were called for to fix. Since the water is coming from an area we were not hired to repair we can't do anything as it would be a completely separate project from the original agreement. From our end we did our best to help and we were able to get you a great 40% discount on the stone you picked and the labour as well do to your current situation you explained to me early last year. Unfortunately as much as we would love and want our costumers happy, satisfied as well as keeping our great reputation in the industry. We can only do so much to keep everyone happy unless they work with us. We can't help with your soffit situation where the water is penetrating from. All mortar joints and stone were sealed and in GREAT condition as it should be. I'm more than happy to provide pictures as well that we've taken. Before and as well of the finished product. We wish you all the best and good luck with resolving the water issues. Best regards!
Owner of TRT; Trisztan RT