Insulators Home Exteriors Inc

Sep 24, 2014
**. [redacted];
Hi [redacted] this is Bob C[redacted] the owner of insulators home exteriors. my company received a complaint yesterday from a customer named [redacted] complaint...

number ID [redacted]. We installed a driveway for [redacted] in 2011 the driveway the came with a one-year warranty on workmanship and product even though that was the warranty on the paperwork, I was going to come out and work with [redacted] to see if we can resolve the problem. The first time I talked to [redacted] was last week on Thursday, September 18, 2014. I explained to him that I was out of the office and will be happy to come out and look at his job with my manager on Monday, September 22nd . [redacted] said that I had failed to respond as stated, I did show up as stated and did observe the driveway. Upon observation of the driveway I noticed it was doing what I had explained to [redacted] that is spalling due to salt form the roads getting on the driveway. To start the process rolling I explained to John my manager to call CSC concrete and have them come out and do a stress test on the product to make sure that it was not faulty. I'm going to attach an article written by the concrete network of the issues of spalling how to repair it, although I have never tried this solution before I will research it to see if it will work to repair this for [redacted]'s driveway. We work very hard here trying to keep all of our customers happy although this driveway problem is really not mine it's due to the ice melt put on the street by the county I will work with [redacted] to try to resolve this issue.This driveway installation involved getting a permit from the county for the apron, the county inspector came out looked at the mix sheet and approved all work done by my company. It's very unfortunate that this complaint is going to be on my record, it really had nothing to do with the workmanship on the job.
Sincerely
Bob C

Review: Driveway, after two and a half years has developed a severe case of spalling (surface flaking). I believe this was caused by improper installation (using too much water in the finishing process.) My calls to the company, to resolve the issue have failed. The owner refuses to answer any of my requests (via phone,etc. to resolve the issue or discuss a resolution.) At this point all that I ask is what he plans to do about the spall. He was to come to my home on 9/22/2014 to observe the problem but has failed to respond as stated. Your assistance would be appreciated.Desired Settlement: Repair the spalling so that the driveway looks normal. I have seen other driveways that his company has completed and the driveway results are totally different (no spalling in those jobs). If the surface is not repaired the entire driveway will deteriorate.

Business

Response:

Sep 24, 2014