Great work initially - Warranty means nothing!
We worked with Adam initially (Sales) who was patient with us. We then worked with Daniel who was wonderful. He and the crew who did the work were amazing. When they were adding the broom finish, there were a few small holes made in the concrete, so they needed to fix the colour - after several attempts, it couldn't be matched.
We were then assigned to one of the owners, Spencer to help us. I contacted Spencer in Oct 2021, after the job was finished to mention the colour issue. I said I understood that it was end of season, so if we had to wait until Spring, we would. He didnt respond. I reached out early November, he didn't respond.
In May 2022, I reached out, mentioning the colour issue and advising that we now had cracks that needing to be fixed. He responed 2 days later saying cracks had to be large to be covered by warranty and that they'd have a look - that they should be there the following week, and he'd give me 24-48 hours notice. I thanked him. They never came. I wrote him July 15, July 30, called a few times, my husband wrote him and I called again last week.
He has not responded to any texts or phone calls. So what does this tell me? That they are great when planning the work - great when doing the work but the LIFETIME warranty means nothing. If you have issues after, forget about it, you'll never hear from/see them.
I did not want to write this review but I have no choice. In my vmail last week to Spencer, I said I don't know why you're not addressing this and not returning our texts/calls. I waited several days and still nothing - so here we are.
I was nothing but kind to all of the follks we dealt with. I offered the crew food & beverages. ThankedDaniel profusely, polite to Spencer in my calls and texts. This is really, really upsetting to me, after spending SO much money.
THE main reason we went with them was for the LIFE TIME WARRANTY! which clearly means absolutley nothing.
BEWARE!
The attached photos do not do a great job of showing how deep and long the crack(s) is/are. The entire front step is cracking away from the porch.
- Approximate cost of services:
- $18,600.00
- Company Response
Hello,
I'm very sorry to hear about your experience in reaching out to our warranty program! It appears the issue is that you have been attempting to contact Spencer directly, who is no longer with our company. Instead, I'll be happy to connect you directly with our owner who will ensure you are at the top of our list this spring. Please call 1 (800) 850-6681 ext 205 for Kyle and he will happily look after your needs, with a little extra on the house.
Have a great day!