Hello Priscilla, As we are a company that consistently strives for excellence, we appreciate your feedback, however we would like to clarify a few things. From the onset of this issue, we informed you the stains on the concrete pavers were not caused by the barbeque cleaning. If concrete does not have an adequate water sealant applied to the surface, in some cases, it will discolor when in contact with water with high iron or mineral content. The discoloration on your pavers do not represent grease stains and are clearly a rust color as a result of the water we used from your hose.
You can find more information on that here:
https://www.foundationarmor.com/articles/discolored-concrete/
The concrete pavers were laid the day before the appointment by a company who must not have put the water sealant on them, so when the water from your hose pooled on the stones, they became discolored. Upon hearing of this issue, we were very receptive to helping you resolve the problem, even though the discoloration was a result of water damage, and not the cleaning process itself. We sent technicians back several times and discussed replacing the concrete pavers for you at our expense. We were provided a quote of $1800.00 for the replacement work and materials. Considering we can buy the same concrete pavers you have for $10.99 each, we did not see it as fair to pay that amount for less than $300 worth of material. We attempted to arrive at a reasonable agreement, and offered alternative solutions. We are sorry that you have had a poor experience with Barbeque Pro as we pride ourselves on excellent customer service. We would be happy to revisit this issue with you and any of your barbeque needs in the future. If you would like to discuss further please contact our office at 416-925-9585.
Concrete pavers at RONA:
https://www.rona.ca/en/decor-precast-slab-diamond-patio-slab-12059055-71005007?viewStore=55070&cm_mmc=organic_search-_-google-_-gmb-_-instore&utm_medium=organic_search&cq_src=google_ads&cq_cmp=8143180963&cq_con=88023293967&cq_term=&cq_med=&cq_plac=&cq_net=u&cq_pos=&cq_plt=gp&&cm_mmc=paid_search-_-google-_-aw_smart_shopping_generic_nursery_gardening-_-71700000064493934&gclid=CjwKCAjwwqaGBhBKEiwAMk-FtNs6RKn758J-PVv7ALKxxdzqglzlsRiksFRzotoG6m-3oMnLk9gduBoC898QAvD_BwE&gclsrc=aw.ds
Reply created 16 Jun 2021
