The original appointment was June and we supplied a proposal We were requested to come back and review the project again in September of After the reevaluation, the project was scheduled for December of but ended up cancelling March 10th of we were asked to come out and review project again which was not a problem On March 21st the job was reviewed and scheduled for May 9, and we were given a $deposit to hold that time in our schedule April 12, customer decided to send in another partial payment (not required from us) of $ April 29, she mailed in another partial payment of $(again not requested by us) When we called her on May 2nd to confirm we will be there the next week she explained that she was not ready and asked to be pushed back in the schedule We shuffled the schedule and set a side a new start date of June 20th May 13,she called back in and said now she does not want to do it at all and wants all her money back Call center explained that deposits are not refundable after business days but we would have her Representative call her which he did that same day and explained that the deposit is not refundable She called back May 16, and wanted a Manager and the Sales Manager again explained rules of the deposit but said we will mail her a check for the $since that was not required by us to hold the schedule date or dates in her case We told her the $would be a credit towards that project if she changes her mind again and does the work with us which she agreed too After getting a check from us for $she called back and said she wants the remaining deposit back or she is calling her lawyer We said we were sorry but that deposit was not going to be refunded We worked with the customer over the course of years, multiple trips, multiple schedule dates, different proposals that all stated the Business Days right to cancel in two different spots on the contract page and page We felt the right thing to do was give the $back which we did I am sorry she does not understand the negative effect of reserving time for her project and cancelling has on our crew and company
On 9/22/we gave an estimate for the homeowner $ 10/20/the owner scheduled the concrete repair project and we gave an estimated install date of 11/25/ The project was moved around in the schedule some and we ended up doing the install 12/1/ I acknowledge this was business days later than the original estimated install date There were notes on the job packet for our Foreman to call the owner when he was on his way The Foreman should have called but did not The Foremans' paperwork noted that his phone was dead and he did not have a charger We apologize for not calling when we were on our way The Foreman had no problem with the install and noted that the one side went all the way back to the original position and the right side of the pad got close (less than an inch from original pour) It is a fact that some concrete can be lifted and some can not This fact is noted on the contract and you will see the homeowner initialed and dated under that part of the contract (see attached contract) Every concrete leveling project contains this notation because we can never guarantee lift After the project was complete the owner had some concerns about the project The Service Manager and him were playing phone tag for quite some time which is what he told our office on 1/12/ On 1/30/our Service Manager was able to speak to the owner He heard the owners concern and we understand the concrete lifted but did not go all the way back to its original position Our Manager reminded him that we can not guarantee the concrete will all go back to its original position just like it says on the contract He still wanted us to come out and see what we could do We explained that we will have to wait until spring to do this because this work should not be done when the ground is frozen The owner said he understood and would wait til spring.We sent the crew out 4/19/ The Foreman determined the slab did not sink any further and if he tried to level the slab more that it may crack the pad After that service call our Manager spoke with the owner who did not want to hear that Since he was still unhappy, the Manager offered to come out himself and try another technique on it that probably would not lift it but he would try if the owner wants us too He discussed with the owner that we could try later in the year The owner seemed ok with this plan I have to admit we were frustrated because it could not be more clear that we can not guarantee lift but we were trying to be understandingWe mailed out an invoice for the work we completed more than months ago for the $ The owner sent in payment with a letter complaining about the job The Service Manager called him again and asked if he remembered their conversation about us coming out later in the year Our Service Manager thought he had things smoothed outOne thing that was not mentioned is that we did not charge for the service call to send our truck, equipment and crew to his house even though there was nothing wrong We did not charge for the months of interest owed for paying months late We sent back $because they accidentally sent us two checks We have done everything as stated on his proposal and tried to be understanding There is nothing wrong with the install and there is nothing else we can do
On February 11, we were called by the homeowner and told that she was having a water issue and wanted to take care of it before spring Our Representative went to her home on February 24th and explained the options of what we could do for her The owner selected parts of the recommendations she felt were warranted We installed the procedures she selected on March and 23rd At no time would we have claimed that all her dampness would go away Since our homes are made of porous materials (such as block and concrete) we could never warrant against dampness The water vapor in the soils under and around our homes draw thru the walls and floor and evaporate into the air That is why our warranty even states no warranty against dampness and condensationIn May the owner scheduled a service appointment because she felt the drain system was not working properly We told her that if is a problem with the system we will repair for free but if it is not warranty work there would be a $service charge May 25th our Service Tech determined the system we installed was installed properly and in working order He noted that dampness was coming up thru the floor and he thought that doing a drain across the middle of the floor may help and left an estimate for $to install the lateral drain I am glad the homeowner did not pay us to install this lateral drain because that is not the problem The Tech who was first there did not realize exactly what was going on Our Service Manager, who has over years of experience, had another idea about the problem At some point a paint type material was put over the floor that did not clog the pours of the cement but created a separate barrier above the concrete The natural water vapors coming up thru the concrete were being now trapped under the paint This trapping of the vapors changed the water vapors to a liquid under the paint (bubbles of water under the paint she is describing) The paint is preventing the natural evaporation that normally happens Gary explained this to the owner but she did not believe him She wanted the lateral drain the original tech and competitors talked about Gary explained that he felt that would not help in any way She wanted it so we did it for free While doing the lateral drain we showed whomever was home that there was absolutely no water under the floor We installed drain to show the owner that in fact what we were telling her was correct The drain system we have installed is correct but can not stop dampness.We did not charge for the non warranty related service call, we gave our Professional opinion about the water condensing under her paint, we installed the lateral drain for free even though we knew it was not the problem and we are going back again trying to help her out I wish she could see that we are trying to help and believe us about the paint being a problem I believe she is a nice lady and I hope we can work things out
The original appointment was June and we supplied a proposal We were requested to come back and review the project again in September of After the reevaluation, the project was scheduled for December of but ended up cancelling March 10th of we were asked to come out and review project again which was not a problem On March 21st the job was reviewed and scheduled for May 9, and we were given a $deposit to hold that time in our schedule April 12, customer decided to send in another partial payment (not required from us) of $ April 29, she mailed in another partial payment of $(again not requested by us) When we called her on May 2nd to confirm we will be there the next week she explained that she was not ready and asked to be pushed back in the schedule We shuffled the schedule and set a side a new start date of June 20th May 13,she called back in and said now she does not want to do it at all and wants all her money back Call center explained that deposits are not refundable after business days but we would have her Representative call her which he did that same day and explained that the deposit is not refundable She called back May 16, and wanted a Manager and the Sales Manager again explained rules of the deposit but said we will mail her a check for the $since that was not required by us to hold the schedule date or dates in her case We told her the $would be a credit towards that project if she changes her mind again and does the work with us which she agreed too After getting a check from us for $she called back and said she wants the remaining deposit back or she is calling her lawyer We said we were sorry but that deposit was not going to be refunded We worked with the customer over the course of years, multiple trips, multiple schedule dates, different proposals that all stated the Business Days right to cancel in two different spots on the contract page and page We felt the right thing to do was give the $back which we did I am sorry she does not understand the negative effect of reserving time for her project and cancelling has on our crew and company
On 9/22/we gave an estimate for the homeowner $ 10/20/the owner scheduled the concrete repair project and we gave an estimated install date of 11/25/ The project was moved around in the schedule some and we ended up doing the install 12/1/ I acknowledge this was business days later than the original estimated install date There were notes on the job packet for our Foreman to call the owner when he was on his way The Foreman should have called but did not The Foremans' paperwork noted that his phone was dead and he did not have a charger We apologize for not calling when we were on our way The Foreman had no problem with the install and noted that the one side went all the way back to the original position and the right side of the pad got close (less than an inch from original pour) It is a fact that some concrete can be lifted and some can not This fact is noted on the contract and you will see the homeowner initialed and dated under that part of the contract (see attached contract) Every concrete leveling project contains this notation because we can never guarantee lift After the project was complete the owner had some concerns about the project The Service Manager and him were playing phone tag for quite some time which is what he told our office on 1/12/ On 1/30/our Service Manager was able to speak to the owner He heard the owners concern and we understand the concrete lifted but did not go all the way back to its original position Our Manager reminded him that we can not guarantee the concrete will all go back to its original position just like it says on the contract He still wanted us to come out and see what we could do We explained that we will have to wait until spring to do this because this work should not be done when the ground is frozen The owner said he understood and would wait til spring.We sent the crew out 4/19/ The Foreman determined the slab did not sink any further and if he tried to level the slab more that it may crack the pad After that service call our Manager spoke with the owner who did not want to hear that Since he was still unhappy, the Manager offered to come out himself and try another technique on it that probably would not lift it but he would try if the owner wants us too He discussed with the owner that we could try later in the year The owner seemed ok with this plan I have to admit we were frustrated because it could not be more clear that we can not guarantee lift but we were trying to be understandingWe mailed out an invoice for the work we completed more than months ago for the $ The owner sent in payment with a letter complaining about the job The Service Manager called him again and asked if he remembered their conversation about us coming out later in the year Our Service Manager thought he had things smoothed outOne thing that was not mentioned is that we did not charge for the service call to send our truck, equipment and crew to his house even though there was nothing wrong We did not charge for the months of interest owed for paying months late We sent back $because they accidentally sent us two checks We have done everything as stated on his proposal and tried to be understanding There is nothing wrong with the install and there is nothing else we can do
On February 11, we were called by the homeowner and told that she was having a water issue and wanted to take care of it before spring Our Representative went to her home on February 24th and explained the options of what we could do for her The owner selected parts of the recommendations she felt were warranted We installed the procedures she selected on March and 23rd At no time would we have claimed that all her dampness would go away Since our homes are made of porous materials (such as block and concrete) we could never warrant against dampness The water vapor in the soils under and around our homes draw thru the walls and floor and evaporate into the air That is why our warranty even states no warranty against dampness and condensationIn May the owner scheduled a service appointment because she felt the drain system was not working properly We told her that if is a problem with the system we will repair for free but if it is not warranty work there would be a $service charge May 25th our Service Tech determined the system we installed was installed properly and in working order He noted that dampness was coming up thru the floor and he thought that doing a drain across the middle of the floor may help and left an estimate for $to install the lateral drain I am glad the homeowner did not pay us to install this lateral drain because that is not the problem The Tech who was first there did not realize exactly what was going on Our Service Manager, who has over years of experience, had another idea about the problem At some point a paint type material was put over the floor that did not clog the pours of the cement but created a separate barrier above the concrete The natural water vapors coming up thru the concrete were being now trapped under the paint This trapping of the vapors changed the water vapors to a liquid under the paint (bubbles of water under the paint she is describing) The paint is preventing the natural evaporation that normally happens Gary explained this to the owner but she did not believe him She wanted the lateral drain the original tech and competitors talked about Gary explained that he felt that would not help in any way She wanted it so we did it for free While doing the lateral drain we showed whomever was home that there was absolutely no water under the floor We installed drain to show the owner that in fact what we were telling her was correct The drain system we have installed is correct but can not stop dampness.We did not charge for the non warranty related service call, we gave our Professional opinion about the water condensing under her paint, we installed the lateral drain for free even though we knew it was not the problem and we are going back again trying to help her out I wish she could see that we are trying to help and believe us about the paint being a problem I believe she is a nice lady and I hope we can work things out