ArtForm Concrete, LLC

Mr. [redacted] contracted ArtForm Concrete, LLC in September of 2013 for a decorative concrete patio with fire-ring prep, and then subsequently added the installation of a fireplace surround with concrete caps. Section 12 of our contract stipulates a ONE year warranty on our work, NOT the 5 year... warranty stated by Mr. [redacted] . So, while we are sympathetic to the occurrence of issues with the fireplace surround, we are not bound to a repair by warranty. That said, our desire is for our clients to have long term satisfaction with their concrete products, and if Mr. [redacted] would like to schedule an appointment, we would be happy to provide a reasonable quote for any necessary repair.

I am rejecting this response because:
November I made the original complaintBusiness responded that they would fix first thing in It is now nearly August Mark called us once we have made several attempts to reach him since without successThe business acknowledges that the fix is needed, but has not fulfilled on the promise of last fall:By allowing the concrete to further cure out and the sealer to ‘winter’ - which will degrade it’s protective quality to some extent - we expect that a Spring return will provide a better opportunity for us to approach the color repair againEven if further curing does not modify the color, the existing protective sealer will need to be emulsified to be able to apply further color treatment/repairGiving the sealer the opportunity to naturally degrade will make that emulsification easier, providing a more porous product to remedy.We know that you were pleased with the overall beauty of the project, with the exception of that slight color variationI appreciate your desire to have that corrected as much as possible, and I want you to be 100% pleased with your investment! I hope that you will accept my apology for the delays you experienced in scheduling the repair, but more than that - the lack of clarity regarding the timing of that repair that you received from the fieldWhile we couldn’t help the unexpected weather that interfered with the project that day and ultimately caused this issue, the communications problem was frustrating and certainly avoidable and we can do betterYou will definitely hear from me directly in the spring of to schedule this correction at your convenience; I hope you find this an acceptable resolution

We made contact with this client prior to receiving this Revdex.com notification, we've been on site to see the crack that appeared and we have scheduled this repair We also made apology for our delayed response and believe our client is satisfied with our plan of action; that is our desired
outcome

I appreciate the opportunity to address your project concerns and I apologize that you did not receive communication from our field in a timely and responsive...

way. 
In review, your project was not poured out all in one day, and because of the unexpected and sudden rain that moved in over that first pour, we immediately covered the project with plastic to maintain the integrity of the concrete.  As you know from previous discussions, this covering caused a slight color variation to exist between the two pours.  And while the project looks beautiful, a variation did occur.  Since you had landscaping work being completed following our July 16th concrete installation, at your request we waited to hear from you that we could schedule a return to work on the color.   You did followup with us a month later - August 14th -  and let us know that we could put this repair on the schedule.   In review, I fully appreciate your frustration with the field's response to getting you on the schedule.  With a tremendously full calendar, I can only explain  that it was challenging to modify our schedule to be there quickly.  That said, the communications with you about when that repair would take place - or lack thereof - were certainly not on par - and understandably frustrating.
We did have labor return start working on your repair on Monday 9/26, returning several times to work on the color variation before ultimately sealing what they perceived to be a remedied color.  Unfortunately, after the sealer was applied, it was apparent that the variation still persisted to some extent. Because sealer was already applied, the recommendation for your project was - and still is - as follows:
By allowing the concrete to further cure out and the sealer to ‘winter’ - which will degrade it’s protective quality to some extent -  we expect that a Spring 2017 return will provide a better opportunity for us to approach the color repair again.   Even if further curing does not modify the color,  the existing protective sealer will need to be emulsified to be able to apply further color treatment/repair.  Giving the sealer the opportunity to naturally degrade will make that emulsification easier, providing a more porous product to remedy.
We know that you were pleased with the overall beauty of the project, with the exception of that slight color variation.  I appreciate your desire to have that corrected as much as possible, and I want you to be 100% pleased with your investment!  I hope that you will accept my apology for the delays you experienced in scheduling the repair, but more than that - the lack of clarity regarding the timing of that repair that you received from the field.  While we couldn’t help the unexpected weather that interfered with the project that day and ultimately caused this issue, the communications problem was frustrating and certainly avoidable ... and we can do better.  You will definitely hear from me directly in the spring of 2017 to schedule this correction at your convenience; I hope you find this an acceptable resolution.

Mr. [redacted] contracted ArtForm Concrete, LLC in September of 2013 for a decorative concrete patio with fire-ring prep, and then subsequently added the installation of a fireplace surround with concrete caps.  Section 12 of our contract stipulates a ONE year warranty on our work, NOT the 5 year...

warranty stated by Mr. [redacted].  So, while we are sympathetic to the occurrence of issues with the fireplace surround, we are not bound to a repair by warranty. That said, our desire is for our clients to have long term satisfaction with their concrete products, and if Mr. [redacted] would like to schedule an appointment, we would be happy to provide a reasonable quote for any necessary repair.

I appreciate the opportunity to address your project concerns and I apologize that you did not receive communication from our field in a timely and responsive way. In review, your project was not poured out all in one day, and because of the unexpected and sudden rain that moved in over...

that first pour, we immediately covered the project with plastic to maintain the integrity of the concrete.  As you know from previous discussions, this covering caused a slight color variation to exist between the two pours.  And while the project looks beautiful, a variation did occur.  Since you had landscaping work being completed following our July 16th concrete installation, at your request we waited to hear from you that we could schedule a return to work on the color.   You did followup with us a month later - August 14th -  and let us know that we could put this repair on the schedule.   In review, I fully appreciate your frustration with the field's response to getting you on the schedule.  With a tremendously full calendar, I can only explain  that it was challenging to modify our schedule to be there quickly.  That said, the communications with you about when that repair would take place - or lack thereof - were certainly not on par - and understandably frustrating.We did have labor return start working on your repair on Monday 9/26, returning several times to work on the color variation before ultimately sealing what they perceived to be a remedied color.  Unfortunately, after the sealer was applied, it was apparent that the variation still persisted to some extent. Because sealer was already applied, the recommendation for your project was - and still is - as follows:By allowing the concrete to further cure out and the sealer to ‘winter’ - which will degrade it’s protective quality to some extent -  we expect that a Spring 2017 return will provide a better opportunity for us to approach the color repair again.   Even if further curing does not modify the color,  the existing protective sealer will need to be emulsified to be able to apply further color treatment/repair.  Giving the sealer the opportunity to naturally degrade will make that emulsification easier, providing a more porous product to remedy.We know that you were pleased with the overall beauty of the project, with the exception of that slight color variation.  I appreciate your desire to have that corrected as much as possible, and I want you to be 100% pleased with your investment!  I hope that you will accept my apology for the delays you experienced in scheduling the repair, but more than that - the lack of clarity regarding the timing of that repair that you received from the field.  While we couldn’t help the unexpected weather that interfered with the project that day and ultimately caused this issue, the communications problem was frustrating and certainly avoidable ... and we can do better.  You will definitely hear from me directly in the spring of 2017 to schedule this correction at your convenience; I hope you find this an acceptable resolution.