Custom Concrete Systems

This complaint was dealt with and explained to Ka's boyfriend/husband, Craig. We visited the site and observed some hairline cracks. We also observed that a new large patio cover had been installed on top of the concrete...

pool deck. When a large structure is built there are footings that need to be poured prior to construction. This was not done. This may have been a reason for the cracks. Additionally the entire area is brand new construction, the ground will be settling for many years to come and more cracks may appear in the future. All of the concrete work was done according to CSLB and APSP standards. Article 7.2 addresses the issues of cracks. Our work is within the standards. We brought in and compacted a sand and gravel mix. We installed #3 rebar every 12" and every 2' on center. Expansion joints were cut in where needed. We do everything possible to minimize cracks. The finished decking looks great. Hairline cracks are a natural occurrence, concrete is a man made product, and the earth is continually rising, moving, and shrinking. This is the first time we have had anyone complain about our work.

I am rejecting this response because:
For one, I would've appreciated if they had told us their pathetic excuses in person and not just ignore us because they knew we were not happy with their work. Aftr so many attempts to reach them, we complain and sent pictures to the pool company (swan pools), [redacted] finally came out to see the cracks nearly 10 months later and had told us he thought maybe the concrete mix was not good and he was going to get in touch with them and get back to us. It blows me away that he can just lie to us making us think something may be done and never get back to us as though the issue never existed! Any professional company would honor their work or at least explain to their customer if nothing cannot be done. It's sad that I have to go to this extent to get an answer, an answer that is so lame, just an excuse so they r not held responsible for their work. Let me explain why. First of all, these 10+ cracks all around our pool were all not hairline cracks! There r at least 2 of the cracks u can literally put a quarter inside the crack and they r a couple feet long. And [redacted] acknowledged this when he saw the cracks they shouldn't be this big. We have pictures and we have sent these pictures to [redacted] right aftr the deck was done. All of the cracks showed up only a few days aftr the deck was completed. At least 3 cracks appeared the very next day! All this crap about the earth shifting and new ground and their way of saying they don't want to fix the poor work they did! And to say that it could be our patio cover we installed over deck is another excuse! All the cracks were there prior to installing that patio cover! Just because they never acknowledge our complaint and ignored us for so long, to finally come out and see that there is a patio cover they r looking for any excuse. It's very sad how this company is handling this issue and I hope no customer ever has to go through what we have been through with them. We invested so much money and trusted them, especially the way [redacted] has deceived us he should b ashamed! We have proof because we took pictures of all the cracks shortly after the deck was completed, that clearly shows the date posted on it, that the cracks were there prior to our patio cover was installed! We did not install the cover until about 3 months after! If what they say is true about having a patio cover on deck can cause the cracks, why is it that there are no cracks whatsoever anywhere near where the support beams of the patio cover was bolted onto the deck. I would like them to explain that! What upsets me the most is not their pathetic excuses, but that they did not want to warranty their work and simply ignored me this whole time. I have never been treated like this and feel they have scammed me. [redacted] is a two face person and cannot be trusted. He was very kind to us in the beginning until we mentioned about the cracks and it's like getting a hold of a ghost aftrwards!

Review: unsatisfactory stamped concrete was placed around the pool with 10+ cracks all around. No effort has been made to fix the cracks or resolve the issue On May 17, 2013 we signed a contract for concrete work to be done around our newly built pool and RV parking. The initial contract was for $12,500 of concrete work, but later added an addition of $700 to expand the RV parking. This included leveling base rocks, rebar grid, and with color and texture. Immediately a day after the job was done, there were a few cracks along side of the edge of pool, so we notified Custom Concrete right away and they assured us that may be normal, but to give it a few more days for the concrete to settle in that the cracks may minimize. As a few days went by, more cracks showed, and as a few weeks went by the cracks seemed to be slighter wider and longer. We have taken pictures of the cracks and sent it to both Swan Pool and Custom Concrete Systems. Long story short, we were told to wait till the end of the summer season, until they will do anything about it. So we waited and weren't too concern as we trusted them. After summer, we made several attempts to call, text, and email [redacted], who was our consultant during the signing of the contract, of which he did not respond to any. We sent more updated photos of the cracks again, after they kept assuring that the cracks were normal, but yet no one ever came out to look at the cracks. We were promised that someone would come look at it. We were told senerios that perhaps the concrete mix was not good, hence the cracks. I have phone records that will show I've tried calling [redacted] Garcia many times and left him many messages. I feel like he doesn't have any respect for me or my fiance because he doesn't return any of our calls. I was very upset so I asked my Fiance to call our Pool company and had them deliver a message to [redacted], as he is one of their sales reps too! Finally [redacted] texts me back and sets up an appt to come to the house to look at the concrete. He seem willing to help when he showed up (i think it was sometime in feb 2014). [redacted] said he was going to call the concrete mix company and see what happened with that mix that day and what they can do for us. We never heard back from him again. I honestly do not know what else to do. We spent all our savings on what we thought were going to be very nice stamped concrete work. We fear that in the future, as water keeps getting into the cracks from regular use of the pool, there will b damage to our foundation. I feel that Custom Concrete did not honor their work, has lied to us in order to buy more and more time, hoping that we will just drop the issue. I don't know what else to do. Please help!Desired Settlement: We are hoping to avoid having to get an attorney to solve this issue. We feel they are discriminating us because of our young statue, because they ignore our phone calls and emails, and give us no signs that they want to resolve this. We are desperate and feel we have been taken advantage of.

Business

Response:

This complaint was dealt with and explained to Ka's boyfriend/husband, Craig. We visited the site and observed some hairline cracks. We also observed that a new large patio cover had been installed on top of the concrete pool deck. When a large structure is built there are footings that need to be poured prior to construction. This was not done. This may have been a reason for the cracks. Additionally the entire area is brand new construction, the ground will be settling for many years to come and more cracks may appear in the future. All of the concrete work was done according to CSLB and APSP standards. Article 7.2 addresses the issues of cracks. Our work is within the standards. We brought in and compacted a sand and gravel mix. We installed #3 rebar every 12" and every 2' on center. Expansion joints were cut in where needed. We do everything possible to minimize cracks. The finished decking looks great. Hairline cracks are a natural occurrence, concrete is a man made product, and the earth is continually rising, moving, and shrinking. This is the first time we have had anyone complain about our work.

Consumer

Response:

I am rejecting this response because:

For one, I would've appreciated if they had told us their pathetic excuses in person and not just ignore us because they knew we were not happy with their work. Aftr so many attempts to reach them, we complain and sent pictures to the pool company (swan pools), [redacted] finally came out to see the cracks nearly 10 months later and had told us he thought maybe the concrete mix was not good and he was going to get in touch with them and get back to us. It blows me away that he can just lie to us making us think something may be done and never get back to us as though the issue never existed! Any professional company would honor their work or at least explain to their customer if nothing cannot be done. It's sad that I have to go to this extent to get an answer, an answer that is so lame, just an excuse so they r not held responsible for their work. Let me explain why. First of all, these 10+ cracks all around our pool were all not hairline cracks! There r at least 2 of the cracks u can literally put a quarter inside the crack and they r a couple feet long. And [redacted] acknowledged this when he saw the cracks they shouldn't be this big. We have pictures and we have sent these pictures to [redacted] right aftr the deck was done. All of the cracks showed up only a few days aftr the deck was completed. At least 3 cracks appeared the very next day! All this crap about the earth shifting and new ground and their way of saying they don't want to fix the poor work they did! And to say that it could be our patio cover we installed over deck is another excuse! All the cracks were there prior to installing that patio cover! Just because they never acknowledge our complaint and ignored us for so long, to finally come out and see that there is a patio cover they r looking for any excuse. It's very sad how this company is handling this issue and I hope no customer ever has to go through what we have been through with them. We invested so much money and trusted them, especially the way [redacted] has deceived us he should b ashamed! We have proof because we took pictures of all the cracks shortly after the deck was completed, that clearly shows the date posted on it, that the cracks were there prior to our patio cover was installed! We did not install the cover until about 3 months after! If what they say is true about having a patio cover on deck can cause the cracks, why is it that there are no cracks whatsoever anywhere near where the support beams of the patio cover was bolted onto the deck. I would like them to explain that! What upsets me the most is not their pathetic excuses, but that they did not want to warranty their work and simply ignored me this whole time. I have never been treated like this and feel they have scammed me. [redacted] is a two face person and cannot be trusted. He was very kind to us in the beginning until we mentioned about the cracks and it's like getting a hold of a ghost aftrwards!