Initial Business Response / [redacted] (1000, 6, 2017/06/16) */ We have worked with the customer to a satisfactory resolution Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are providing us with the trim pieces to finish the dining room
Dear Ms***, We greatly appreciate the information regarding the complaint submitted by Ms [redacted] In our efforts to respond, acknowledge, and resolve Ms [redacted] s concerns, we have left a detailed message explaining the nature of our follow up along with the callback number for our SrPatient LiaisonThe patient's concerns have been escaladed and our Senior Leadership along with our Emergency Department Medical Director have been made aware of Ms [redacted] s concerns and dissatisfactionMs [redacted] will be provided with a correspondence including the outcome of our review during her visit StDavid's South Austin Medical Center on September 20, We take great value in any and all feedback and we take great pride in our ability to improve based on the feedback received Thank you, [redacted] SrPatient Liaison
Initial Business Response / [redacted] (1000, 5, 2017/05/09) */ Olthof Homes uses a bag mix for it's flatwork concreteWe have specific installation instructions that are followed by our concrete trade partnersWe do not warranty the surface of exterior flatwork due to the nature of this materialIf it is salted or a car parks on the driveway dripping salt every night it will damage the surfaceThere is no way to monitor this activityOther driveways in the community have been replaced where we could identify specific issues that point to placementThis driveway did not show these same issues We have responded to this claim on several occasions with this information Olthof Homes would be willing to look at this driveway again Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the responseWe do not park our cars in the driveway during winter and hardly ever in summerWe utilize our garageThe concrete inside our garage has not experienced any damage, as the driveway and sidewalks haveWe never received any correspondence or phone calls from Olthof stating they were willing to look at the driveway againThis was part of the complaint, lack of communication We would welcome them to look at the driveway again and discuss this furtherHopefully, to come up with an amicable resolutionI would like to be contacted and schedule a time and date so that we could review this together Thank you Final Business Response / [redacted] (4000, 9, 2017/05/18) */ The driveway concern was addressed while in warranty with a top coatThis was expected to take of the claimWe will address this issue againI would be happy to meet and will call within the week to set up a meeting Thanks Final Consumer Response / [redacted] (2000, 11, 2017/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will accept their request to set up and a meeting to look at the driveway and discuss this furtherThe sealer that was applied was only to the bottom and that has peeled awayIt did not resolve the other issues with the driveway Per the builders response we would like to speak with them Please have the builder get in touch with us By doing this, it does not mean we are closing the case until we see if there is an acceptable resolution Thank you
Re: *** *** * *** Response to complaint about service: The patient was seen in our emergency department twice on May 2, but the account number listed (***) is not our account numberHe has a balance with StDavid's South Austin Medical Center of $He sent this complaint to
StDavid's Medical Center on 32nd Street via email on May 14, Their patient liaison, *** *** told us she left the patient a voicemail to confirm which visit and which location patient is referring to, so she could take the proper actionShe said if she heard back from the patient, she would let us knowWe did not hear anything more until this letterOn both visits the patient was given appropriate care by a physician assistant, supervised by a physicianHe was stable for discharge and was instructed to follow up with his primary care physicianHe was given nonnarcotic pain medications and a tetanus shot for the bite from his attackerAfter his first discharge he was arrested by APD and they brought him in for the second visit for back spasmsHe was again assessed, treated for his pain, and releasedIf the patient wishes to discuss the care by the providers, he may contact Longhorn Emergency Medicine Associates at 888-952-The physicians and physician assistants are not employees of the hospitalWe appreciate all feedback, so please let me know if you require any additional informationKind regards, Yvette Foster Special Projects Director/Patient Liaison
Re: *** *** *** Response to complaint about billing: The patient was seen in our emergency department and received appropriate testing and treatment for his symptoms and conditions at the timeThe patient's insurance approved the claim and paid their portionWe do not quote prices to
emergency patients because we do not know what treatment they will require until they see a physician, and the patient is responsible for knowing if the hospital is in his approved networkHis insurance determined, according to his plan coverage, that his copayment/deductible amount was $6,We have already extended an administrative courtesy allowance of $2,to reduce the balance to $3,This amount is due and payableAttached is a summary and I have requested that a statement be mailed to the patient reflecting this amountHospital emergency care is more expensive than an outpatient clinic or physician officeOur charges are in line with other hospitals and reflect the level of care providedWe regret the patient is unhappy with the charges, but we do not believe any additional adjustment to the balance is warrantedWe appreciate all feedback, so please let me know if you require any additional informationKind regards, *** ***
Initial Business Response /* (1000, 5, 2017/05/09) */
Olthof Homes uses a bag mix for it's flatwork concreteWe have specific installation instructions that are followed by our concrete trade partnersWe do not warranty the surface of exterior flatwork due to the nature of this materialIf
it is salted or a car parks on the driveway dripping salt every night it will damage the surfaceThere is no way to monitor this activityOther driveways in the community have been replaced where we could identify specific issues that point to placementThis driveway did not show these same issues
We have responded to this claim on several occasions with this information
Olthof Homes would be willing to look at this driveway again
Initial Consumer Rebuttal /* (3000, 7, 2017/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the responseWe do not park our cars in the driveway during winter and hardly ever in summerWe utilize our garageThe concrete inside our garage has not experienced any damage, as the driveway and sidewalks haveWe never received any correspondence or phone calls from Olthof stating they were willing to look at the driveway againThis was part of the complaint, lack of communication
We would welcome them to look at the driveway again and discuss this furtherHopefully, to come up with an amicable resolutionI would like to be contacted and schedule a time and date so that we could review this together
Thank you
Final Business Response /* (4000, 9, 2017/05/18) */
The driveway concern was addressed while in warranty with a top coatThis was expected to take of the claimWe will address this issue againI would be happy to meet and will call within the week to set up a meeting
Thanks
Final Consumer Response /* (2000, 11, 2017/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will accept their request to set up and a meeting to look at the driveway and discuss this furtherThe sealer that was applied was only to the bottom and that has peeled awayIt did not resolve the other issues with the driveway
Per the builders response we would like to speak with them
Please have the builder get in touch with us
By doing this, it does not mean we are closing the case until we see if there is an acceptable resolution
Thank you
Initial Business Response /* (1000, 6, 2017/06/16) */
We have worked with the customer to a satisfactory resolution
Initial Consumer Rebuttal /* (2000, 8, 2017/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are providing us with the trim pieces to
finish the dining room
Final Consumer Response /* (2000, 8, 2017/03/23) */
Good Morning,
I did hear from *** at Olthof CompanyHe called and we talked about what happened, he did apologize and stated he would look into itHe also reimbursed me for the furnaceI was pleased and appreciated how he handled the
compliant and how he resolved the problem
Thank you *** ***
Dear Ms***, We greatly appreciate the information regarding the complaint submitted by Ms*** ***In our efforts to respond, acknowledge, and resolve Ms***s concerns, we have left a detailed message explaining the nature of our follow up along with the callback number for our
SrPatient LiaisonThe patient's concerns have been escaladed and our Senior Leadership along with our Emergency Department Medical Director have been made aware of Ms***s concerns and dissatisfactionMs*** will be provided with a correspondence including the outcome of our review during her visit StDavid's South Austin Medical Center on September 20, 2016. We take great value in any and all feedback and we take great pride in our ability to improve based on the feedback received Thank you, *** ***SrPatient Liaison
Initial Business Response /* (1000, 6, 2015/06/11) */
Contact Name and Title: Todd ***
Contact Phone: XXX-XXX-XXXX ext
Contact Email: ***@olthofhomes.com
We have provided service to the customer numerous times to care for the items noted and provide information about the proper care
of the homeWe would be glad to visit again to review the claims noted
OFFER:
We would be glad to visit again to review the claims noted
Initial Consumer Rebuttal /* (3000, 8, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the response from Olthof Homes as there is no need for them to review the items, they are very aware of the items that require resolution, but are not completing the workWe have taken off multiple days for these items to be addressed and are unable to take off furtherWe informed the warranty department that my father-in-law was in town for weeks and could be available but heard nothing in return from OlthofHe has since returned home and is no longer availableMy wife and I are both competent, well educated individuals that are very aware of how to properly care for a homeWe care very well for our home and would expect Olthof to address these issues as they would desire them addressed in their own homeThe carpenter, via Olthof, that has attempted to address several floor issues we are having did not even arrive with materials and was borrowing items from other tradesmen in our home at that particular timeThis should not be considered acceptable
We have given them multiple days that my wife or myself can be available for them to address the concrete issues and we have yet to hear a response from OlthofIn all fairness, the warranty coordinator has been most helpful and seems very busy; having to communicate back and forth with Olthof on our behalf seems to tie his hands to our mattersCurrently the concrete issue is our greatest concernIt appears that Olthof does not want to address our concrete issue and this is disconcertingWe have reviewed the warranty and it would seem that several of our issues with the concrete fall under said warrantyWe are desiring a resolution to the concrete issue and requesting Olthof to provide us with days that this can be completedThe multiple other issues inside the home need to be coordinated and we are looking for swift completion as this has been quite a prolonged, frustrating processWe may have to pay for my father-in-law's travel to return so that someone is here during the time the issues are being addressedYou can see our frustration in this because Olthof had been informed before and during my father-in-law's time here, but did not respond to or even acknowledge our availability
Final Business Response /* (4000, 12, 2015/06/27) */
Contact Name and Title: Todd ***, President
All past repairs have been completed on schedule and documented with correspondence in our customer care systemWe have worked to take many additional actions on past customer warranty requests to go beyond the standard warranty in an attempt to satisfy the customerAt this time our scheduling department is waiting for a response from a June email sent to the customer requesting a date for our repairmen to repair three new additional items the customer has requested
As the customer notes, their main concern is the concreteThe photos the customer attached are very helpful to explain the natural characteristics of concreteConcrete is a product that naturally cracksIt has excellent strength under "compression" but does not have strength in a "stress" or "shear" situationThe horizontal lines that concrete contractors install are called control jointsThe purpose of a control joint is to encourage concrete to crack inside the control joint since there will be "stress" and "shear"In addition, for every 10' of concrete poured horizontally, there will be 5/8" of shrinkage in the concrete to guarantee a "stress" situationThe photos clearly show concrete cracking in the control joints which is the best place to have concrete crackOne photo shows a situation where the concrete has cracked at the bottom of a step where we do not install a control jointThis is still and has not reached a 3/16" horizontal separation where we would replace the concrete for the homeowner
There is another photo that shows chipping or "spalling" of the surface of the concreteSpalling frequently occurs if it comes in contact with de-icing agents such as calcium chloride or saltWhen we had a second representative visit with the customer we asked about the bag of salt that was present in the garageThe customer replied that they used the salt on the exterior concrete and felt they were taking good care of the concrete by applying the salt to melt the ice on the drivewayThis is unfortunate and is a situation that we cannot changeOur homeowner's guide and warranty clearly communicates the natural characteristics of concrete and the care of concreteA part of the section regarding concrete states "Causes of spalling include repeated hosing of concrete for cleaning, animal urine, radiator overflow, fertilizer, uncleared snow and ice, ice melting agents, and road salts from vehiclesRepair of spalling is a home maintenance task."
As stated earlier, we have worked to take many additional actions that go beyond our warranty and procedures to create satisfactionUnfortunately, we are certain we will not be able to satisfy the customer and they will not be satisfied with this responseWe feel terrible about this since we respect this customer as we do all of our customersWe have and will continue to provide service to the customer under our customer care program
OFFER:
Final Consumer Response /* (4200, 14, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have submitted more pictures for the concrete issueWe also sent a picture of the unused, never opened, full bag of salt mentioned by OlthofAs stated we used salt at our old home for years without issueWe did not apply salt to this homeWhile skeptical of the statement that salt causes spalling, we choose to take the advice of the representative and not use saltSalt is the common practice to melt ice by the majority of people and municipalities across America, we still did not use itUnfortunately spalling and cracking still occurredAccording to the Portland Cement Association spalling may be caused by ice melt, but usually occurs when concrete is overworkedWe do have seam cracks that are quite large and would like them fixedThe pictures included have a tape measure next to the cracksWe now understand that some of our issues with the concrete are not covered under the warranty, and do not expect those to get fixed, just the issues that areWe are a little surprised that the crack near the step is not covered, and is considered acceptable, but again all we want is what is covered
As far as going beyond the warranty, we do not see that as ever having occurredAs the issues thus far that have been repaired fall under the warrantyOlthof did extend our original warranty for an extra year, but that was due to the numerous large issues we have had with the homeThis is above and beyond repairs such as nail pops and the suchAll our issues mentioned here were mentioned at the February walk through, they have just not been fixed correctly and are not falling under the extension of the warranty
We have since heard from Olthof about the breakdown in communication and forwarded some emails to show we have been reaching out to them, even on 6\We do accept the fact that this can happen, and actually was surprised as this was uncharacteristic of them
Unfortunately it looks like they will not accept responsibility for our missing work, and having to fly in someone from out of town to be there when our home is repairedThis is extremely disappointing as we contacted them to set something up while this person was in town for three weeksWe feel this should not be our responsibility as they never responded to the requests to get repairs done at that time person was in townActually it is because they quit responding as why we went this avenue, we were hoping to avoid it and sent communication stating this
We are willing to work out a time when all repairs can be done without us missing anymore work and having to use vacation time to get this done
Initial Business Response / [redacted] (1000, 6, 2017/06/16) */ We have worked with the customer to a satisfactory resolution Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are providing us with the trim pieces to finish the dining room
Dear Ms***, We greatly appreciate the information regarding the complaint submitted by Ms [redacted] In our efforts to respond, acknowledge, and resolve Ms [redacted] s concerns, we have left a detailed message explaining the nature of our follow up along with the callback number for our SrPatient LiaisonThe patient's concerns have been escaladed and our Senior Leadership along with our Emergency Department Medical Director have been made aware of Ms [redacted] s concerns and dissatisfactionMs [redacted] will be provided with a correspondence including the outcome of our review during her visit StDavid's South Austin Medical Center on September 20, We take great value in any and all feedback and we take great pride in our ability to improve based on the feedback received Thank you, [redacted] SrPatient Liaison
Initial Business Response / [redacted] (1000, 5, 2017/05/09) */ Olthof Homes uses a bag mix for it's flatwork concreteWe have specific installation instructions that are followed by our concrete trade partnersWe do not warranty the surface of exterior flatwork due to the nature of this materialIf it is salted or a car parks on the driveway dripping salt every night it will damage the surfaceThere is no way to monitor this activityOther driveways in the community have been replaced where we could identify specific issues that point to placementThis driveway did not show these same issues We have responded to this claim on several occasions with this information Olthof Homes would be willing to look at this driveway again Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the responseWe do not park our cars in the driveway during winter and hardly ever in summerWe utilize our garageThe concrete inside our garage has not experienced any damage, as the driveway and sidewalks haveWe never received any correspondence or phone calls from Olthof stating they were willing to look at the driveway againThis was part of the complaint, lack of communication We would welcome them to look at the driveway again and discuss this furtherHopefully, to come up with an amicable resolutionI would like to be contacted and schedule a time and date so that we could review this together Thank you Final Business Response / [redacted] (4000, 9, 2017/05/18) */ The driveway concern was addressed while in warranty with a top coatThis was expected to take of the claimWe will address this issue againI would be happy to meet and will call within the week to set up a meeting Thanks Final Consumer Response / [redacted] (2000, 11, 2017/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will accept their request to set up and a meeting to look at the driveway and discuss this furtherThe sealer that was applied was only to the bottom and that has peeled awayIt did not resolve the other issues with the driveway Per the builders response we would like to speak with them Please have the builder get in touch with us By doing this, it does not mean we are closing the case until we see if there is an acceptable resolution Thank you
Re: *** *** * *** Response to complaint about service: The patient was seen in our emergency department twice on May 2, but the account number listed (***) is not our account numberHe has a balance with StDavid's South Austin Medical Center of $He sent this complaint to
StDavid's Medical Center on 32nd Street via email on May 14, Their patient liaison, *** *** told us she left the patient a voicemail to confirm which visit and which location patient is referring to, so she could take the proper actionShe said if she heard back from the patient, she would let us knowWe did not hear anything more until this letterOn both visits the patient was given appropriate care by a physician assistant, supervised by a physicianHe was stable for discharge and was instructed to follow up with his primary care physicianHe was given nonnarcotic pain medications and a tetanus shot for the bite from his attackerAfter his first discharge he was arrested by APD and they brought him in for the second visit for back spasmsHe was again assessed, treated for his pain, and releasedIf the patient wishes to discuss the care by the providers, he may contact Longhorn Emergency Medicine Associates at 888-952-The physicians and physician assistants are not employees of the hospitalWe appreciate all feedback, so please let me know if you require any additional informationKind regards, Yvette Foster Special Projects Director/Patient Liaison
Re: *** *** *** Response to complaint about billing: The patient was seen in our emergency department and received appropriate testing and treatment for his symptoms and conditions at the timeThe patient's insurance approved the claim and paid their portionWe do not quote prices to
emergency patients because we do not know what treatment they will require until they see a physician, and the patient is responsible for knowing if the hospital is in his approved networkHis insurance determined, according to his plan coverage, that his copayment/deductible amount was $6,We have already extended an administrative courtesy allowance of $2,to reduce the balance to $3,This amount is due and payableAttached is a summary and I have requested that a statement be mailed to the patient reflecting this amountHospital emergency care is more expensive than an outpatient clinic or physician officeOur charges are in line with other hospitals and reflect the level of care providedWe regret the patient is unhappy with the charges, but we do not believe any additional adjustment to the balance is warrantedWe appreciate all feedback, so please let me know if you require any additional informationKind regards, *** ***
Initial Business Response /* (1000, 5, 2017/05/09) */
Olthof Homes uses a bag mix for it's flatwork concreteWe have specific installation instructions that are followed by our concrete trade partnersWe do not warranty the surface of exterior flatwork due to the nature of this materialIf
it is salted or a car parks on the driveway dripping salt every night it will damage the surfaceThere is no way to monitor this activityOther driveways in the community have been replaced where we could identify specific issues that point to placementThis driveway did not show these same issues
We have responded to this claim on several occasions with this information
Olthof Homes would be willing to look at this driveway again
Initial Consumer Rebuttal /* (3000, 7, 2017/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the responseWe do not park our cars in the driveway during winter and hardly ever in summerWe utilize our garageThe concrete inside our garage has not experienced any damage, as the driveway and sidewalks haveWe never received any correspondence or phone calls from Olthof stating they were willing to look at the driveway againThis was part of the complaint, lack of communication
We would welcome them to look at the driveway again and discuss this furtherHopefully, to come up with an amicable resolutionI would like to be contacted and schedule a time and date so that we could review this together
Thank you
Final Business Response /* (4000, 9, 2017/05/18) */
The driveway concern was addressed while in warranty with a top coatThis was expected to take of the claimWe will address this issue againI would be happy to meet and will call within the week to set up a meeting
Thanks
Final Consumer Response /* (2000, 11, 2017/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will accept their request to set up and a meeting to look at the driveway and discuss this furtherThe sealer that was applied was only to the bottom and that has peeled awayIt did not resolve the other issues with the driveway
Per the builders response we would like to speak with them
Please have the builder get in touch with us
By doing this, it does not mean we are closing the case until we see if there is an acceptable resolution
Thank you
Initial Business Response /* (1000, 6, 2017/06/16) */
We have worked with the customer to a satisfactory resolution
Initial Consumer Rebuttal /* (2000, 8, 2017/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are providing us with the trim pieces to
finish the dining room
Final Consumer Response /* (2000, 8, 2017/03/23) */
Good Morning,
I did hear from *** at Olthof CompanyHe called and we talked about what happened, he did apologize and stated he would look into itHe also reimbursed me for the furnaceI was pleased and appreciated how he handled the
compliant and how he resolved the problem
Thank you *** ***
Dear Ms***, We greatly appreciate the information regarding the complaint submitted by Ms*** ***In our efforts to respond, acknowledge, and resolve Ms***s concerns, we have left a detailed message explaining the nature of our follow up along with the callback number for our
SrPatient LiaisonThe patient's concerns have been escaladed and our Senior Leadership along with our Emergency Department Medical Director have been made aware of Ms***s concerns and dissatisfactionMs*** will be provided with a correspondence including the outcome of our review during her visit StDavid's South Austin Medical Center on September 20, 2016. We take great value in any and all feedback and we take great pride in our ability to improve based on the feedback received Thank you, *** ***SrPatient Liaison
Initial Business Response /* (1000, 6, 2015/06/11) */
Contact Name and Title: Todd ***
Contact Phone: XXX-XXX-XXXX ext
Contact Email: ***@olthofhomes.com
We have provided service to the customer numerous times to care for the items noted and provide information about the proper care
of the homeWe would be glad to visit again to review the claims noted
OFFER:
We would be glad to visit again to review the claims noted
Initial Consumer Rebuttal /* (3000, 8, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the response from Olthof Homes as there is no need for them to review the items, they are very aware of the items that require resolution, but are not completing the workWe have taken off multiple days for these items to be addressed and are unable to take off furtherWe informed the warranty department that my father-in-law was in town for weeks and could be available but heard nothing in return from OlthofHe has since returned home and is no longer availableMy wife and I are both competent, well educated individuals that are very aware of how to properly care for a homeWe care very well for our home and would expect Olthof to address these issues as they would desire them addressed in their own homeThe carpenter, via Olthof, that has attempted to address several floor issues we are having did not even arrive with materials and was borrowing items from other tradesmen in our home at that particular timeThis should not be considered acceptable
We have given them multiple days that my wife or myself can be available for them to address the concrete issues and we have yet to hear a response from OlthofIn all fairness, the warranty coordinator has been most helpful and seems very busy; having to communicate back and forth with Olthof on our behalf seems to tie his hands to our mattersCurrently the concrete issue is our greatest concernIt appears that Olthof does not want to address our concrete issue and this is disconcertingWe have reviewed the warranty and it would seem that several of our issues with the concrete fall under said warrantyWe are desiring a resolution to the concrete issue and requesting Olthof to provide us with days that this can be completedThe multiple other issues inside the home need to be coordinated and we are looking for swift completion as this has been quite a prolonged, frustrating processWe may have to pay for my father-in-law's travel to return so that someone is here during the time the issues are being addressedYou can see our frustration in this because Olthof had been informed before and during my father-in-law's time here, but did not respond to or even acknowledge our availability
Final Business Response /* (4000, 12, 2015/06/27) */
Contact Name and Title: Todd ***, President
All past repairs have been completed on schedule and documented with correspondence in our customer care systemWe have worked to take many additional actions on past customer warranty requests to go beyond the standard warranty in an attempt to satisfy the customerAt this time our scheduling department is waiting for a response from a June email sent to the customer requesting a date for our repairmen to repair three new additional items the customer has requested
As the customer notes, their main concern is the concreteThe photos the customer attached are very helpful to explain the natural characteristics of concreteConcrete is a product that naturally cracksIt has excellent strength under "compression" but does not have strength in a "stress" or "shear" situationThe horizontal lines that concrete contractors install are called control jointsThe purpose of a control joint is to encourage concrete to crack inside the control joint since there will be "stress" and "shear"In addition, for every 10' of concrete poured horizontally, there will be 5/8" of shrinkage in the concrete to guarantee a "stress" situationThe photos clearly show concrete cracking in the control joints which is the best place to have concrete crackOne photo shows a situation where the concrete has cracked at the bottom of a step where we do not install a control jointThis is still and has not reached a 3/16" horizontal separation where we would replace the concrete for the homeowner
There is another photo that shows chipping or "spalling" of the surface of the concreteSpalling frequently occurs if it comes in contact with de-icing agents such as calcium chloride or saltWhen we had a second representative visit with the customer we asked about the bag of salt that was present in the garageThe customer replied that they used the salt on the exterior concrete and felt they were taking good care of the concrete by applying the salt to melt the ice on the drivewayThis is unfortunate and is a situation that we cannot changeOur homeowner's guide and warranty clearly communicates the natural characteristics of concrete and the care of concreteA part of the section regarding concrete states "Causes of spalling include repeated hosing of concrete for cleaning, animal urine, radiator overflow, fertilizer, uncleared snow and ice, ice melting agents, and road salts from vehiclesRepair of spalling is a home maintenance task."
As stated earlier, we have worked to take many additional actions that go beyond our warranty and procedures to create satisfactionUnfortunately, we are certain we will not be able to satisfy the customer and they will not be satisfied with this responseWe feel terrible about this since we respect this customer as we do all of our customersWe have and will continue to provide service to the customer under our customer care program
OFFER:
Final Consumer Response /* (4200, 14, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have submitted more pictures for the concrete issueWe also sent a picture of the unused, never opened, full bag of salt mentioned by OlthofAs stated we used salt at our old home for years without issueWe did not apply salt to this homeWhile skeptical of the statement that salt causes spalling, we choose to take the advice of the representative and not use saltSalt is the common practice to melt ice by the majority of people and municipalities across America, we still did not use itUnfortunately spalling and cracking still occurredAccording to the Portland Cement Association spalling may be caused by ice melt, but usually occurs when concrete is overworkedWe do have seam cracks that are quite large and would like them fixedThe pictures included have a tape measure next to the cracksWe now understand that some of our issues with the concrete are not covered under the warranty, and do not expect those to get fixed, just the issues that areWe are a little surprised that the crack near the step is not covered, and is considered acceptable, but again all we want is what is covered
As far as going beyond the warranty, we do not see that as ever having occurredAs the issues thus far that have been repaired fall under the warrantyOlthof did extend our original warranty for an extra year, but that was due to the numerous large issues we have had with the homeThis is above and beyond repairs such as nail pops and the suchAll our issues mentioned here were mentioned at the February walk through, they have just not been fixed correctly and are not falling under the extension of the warranty
We have since heard from Olthof about the breakdown in communication and forwarded some emails to show we have been reaching out to them, even on 6\We do accept the fact that this can happen, and actually was surprised as this was uncharacteristic of them
Unfortunately it looks like they will not accept responsibility for our missing work, and having to fly in someone from out of town to be there when our home is repairedThis is extremely disappointing as we contacted them to set something up while this person was in town for three weeksWe feel this should not be our responsibility as they never responded to the requests to get repairs done at that time person was in townActually it is because they quit responding as why we went this avenue, we were hoping to avoid it and sent communication stating this
We are willing to work out a time when all repairs can be done without us missing anymore work and having to use vacation time to get this done