Emerald Services of W.N.Y. Inc.

To whom it concerns, let me explain the delay for our response : I was out of the office from February 11th until March 12th, with one week ( 24th - 4th) back in the office Our company always addresses any needs or complaints to the best of our ability, however during that time period
that I was back in the office we had more pressing needs from our customers This is a reflection of our continuing effort to accommodate the needs of our existing customers Future customers that may be reading this may ask what is more pressing? To be brief, we are in the snow and ice management business for commercial and industrial customers Their needs and concerns take priority on a complaint from the Revdex.com Furthermore anyone in the WNY area is aware that there has been a significant amount of snow fall this winter seasonWith the prior statement I would like to address Mrs*** and her complaint to the Revdex.com On our about the week of December 8th 2014, our company was hired to replace sidewalks that were damaged from another project in the village We were a subcontractor, and were not instructed to send any notices etcto any homeowners on the street Also when I looked at the job before hand, many homeowners were on first name basis with the contractor My assumption was that the homeowners were aware of what was going on To re-enforce that assumption I was approached by a gentleman who was concerned about his wife needing access to the house 24hrs a day with a wheel chair I assured him that it would be handled and in fact we made sure she was given access 24hrs a day during our processMrs*** states " After returning home from an early morning appointment, I was not allowed by them to enter my driveway as they were preparing to pour concrete." If Mrs*** was aware that we were working on the street (which would be evident by heavy equipment and cones being placed at or around 06:30) why did she not speak with anyone on the crew in regards to access to her driveway? However Mrs*** did ask for bridge or access to her property (when she came home) and it was explained to her that it was not feasible to do so considering the job was completely prepped for concrete It was explained that we were pouring the concrete and she should have access in the next day or so Mrs*** also states "I was forced to park in the street I went around the block twice and saw the chaos of their crew, so I parked up the block as far as I could." Mrs*** was not forced to park in the street, she could have parked anywhere but her driveway It seems like a friendly neighborhood so I would presume she has a rational relationship with at least one neighbor who would let her park in their driveway Mrs*** also states "chaos of their crew", I believe that is her opinion I can assure you that our crew acted and performed in a professional manner Our stationary equipment (trailers, unused equipment, etc.) was parked far away from the actual work site Cones were used to block people from parking adjacent to our work area
Mrs*** states "When I went to put my car away at the end of the day, I found it was smashed in the back, pushed up the road about feet." Our crew had left the job about 16:00-16:the day of the supposed accident What time did Mrs*** "put my car away" ? Where was she putting it away if the driveway was not accessible ? Yes the police were called and asked all my men on the crew if they had seen or heard anything The answer was "No" I had a conversation with a Detective "***" and he asked me to check with my men again, and to also look at my equipment I did as requested and followed up that my men are un-aware of any accident and there is no damage to any of my vehicles
Most people believe that "large construction trucks" are heavy duty and don't get damaged easily That is false, the front of our trucks (large ones as described by Mrs***) are made of fiberglass and light steel Therefore the impact suggested by Mrs*** would have most definitely done damage to one of our vehicles There was no damage to any vehicle that was on that job site We also had every piece that was used there onsite every day until completed
Mrs*** states "My husband and I called Emerald several times and they never returned our calls." Our company received two phone calls from Mr*** *** (12/11/and also 1/15/15) The first phone call was called in as *** looking for a driveway estimate When called back he stated he was not interested in a driveway estimate any longer The second call was looking for our email address I'm not sure if we called Mr*** back on that particular call considering it was the same gentleman that didn't want an estimate anymore To the best of my knowledge we never received a phone call from Mrs*** If we did and it was not addressed I apologizeTo sum up the response to Mrs***'s complaint She states " I had the NEW vehicle fixed and simply hoped to get my deductible covered." She further states "The company claims to fix any mistake they make on their website, but they refused to help us or own up, put in a claim, etc." The fact that she expects Emerald to pay for a deductible for an accident that was not ours, is not reasonable Why would our company do that for something we are not responsible for? That would mean anybody with damage to their house, car, boat, etcwould expect me to do the same As far as putting in a claim, yes I notified our insurance company and told them to handle it with the *** family's insurance company In my opinion and in that of any other business owner I went above what was required of me I notified my insurance, told them the complete story, and said "handle it."
As a business owner I am an expert in my designated trade We hire accountants, lawyers, insurance companies, mechanics etc If Mrs*** is not happy with the way insurance companies handle these situations she should take that up with the insurance companies What Mrs*** is asking us to do is take responsibility of something that is not ours In an example ( If you were to park at the grocery store with a brand new car, and come out to find it damaged, would it be the responsibility of the car parked closest to the damage ? If you were the car now parked next to the damaged car do you feel obligated or the necessity to cover that persons insurance deductible?)
I hope this covers all areas of the complaint and answers any unanswered questions
Respectfully,
Ed S(Pres)

*** I have had a representative out from the concrete company. They had told me it looked like it was isolated where foot traffic / de-icing materials had been dropped. It does not mean the concrete or the workmanship was inferior. Testing must be done to prove or disprove that. We currently have another clients job getting tested. As I stated in my response, If I were not happy with the timeframe that this is taking, I would take it upon myself to send the material out and have it tested myself
Customers need to realize we do not control the entire industry, we can only control our company and it's policies. I did however inform them as well that I am not looking into their situation any further, I am answering complaints via Revdex.com rather than doing more investigative work in regards to their issue
Have them provide me with scientific evidence that there is an issue with the product or workmanship and I will address it thereafter
Respectfully,
*** (Pres)

Consumer called Revdex.com and advised consumer is dissatisfied and feels that the concrete should have lasted more than a year; she feels she is out $at this time

To whom it concerns, let me explain the delay for our response : I was out of the office from February 11th until March 12th, with one week ( 24th - 4th) back in the office Our company always addresses any needs or complaints to the best of our ability, however during that time period
that I was back in the office we had more pressing needs from our customers This is a reflection of our continuing effort to accommodate the needs of our existing customers Future customers that may be reading this may ask what is more pressing? To be brief, we are in the snow and ice management business for commercial and industrial customers Their needs and concerns take priority on a complaint from the Revdex.com Furthermore anyone in the WNY area is aware that there has been a significant amount of snow fall this winter season.With the prior statement I would like to address Mrs*** and her complaint to the Revdex.com On our about the week of December 8th 2014, our company was hired to replace sidewalks that were damaged from another project in the village We were a subcontractor, and were not instructed to send any notices etcto any homeowners on the street Also when I looked at the job before hand, many homeowners were on first name basis with the contractor My assumption was that the homeowners were aware of what was going on To re-enforce that assumption I was approached by a gentleman who was concerned about his wife needing access to the house 24hrs a day with a wheel chair I assured him that it would be handled and in fact we made sure she was given access 24hrs a day during our process.Mrs*** states " After returning home from an early morning appointment, I was not allowed by them to enter my driveway as they were preparing to pour concrete." If Mrs*** was aware that we were working on the street (which would be evident by heavy equipment and cones being placed at or around 06:30) why did she not speak with anyone on the crew in regards to access to her driveway? However Mrs*** did ask for bridge or access to her property (when she came home) and it was explained to her that it was not feasible to do so considering the job was completely prepped for concrete It was explained that we were pouring the concrete and she should have access in the next day or so Mrs*** also states "I was forced to park in the street I went around the block twice and saw the chaos of their crew, so I parked up the block as far as I could." Mrs*** was not forced to park in the street, she could have parked anywhere but her driveway It seems like a friendly neighborhood so I would presume she has a rational relationship with at least one neighbor who would let her park in their driveway Mrs*** also states "chaos of their crew", I believe that is her opinion I can assure you that our crew acted and performed in a professional manner Our stationary equipment (trailers, unused equipment, etc.) was parked far away from the actual work site Cones were used to block people from parking adjacent to our work area Mrs*** states "When I went to put my car away at the end of the day, I found it was smashed in the back, pushed up the road about feet." Our crew had left the job about 16:00-16:the day of the supposed accident What time did Mrs*** "put my car away" ? Where was she putting it away if the driveway was not accessible ? Yes the police were called and asked all my men on the crew if they had seen or heard anything The answer was "No" I had a conversation with a Detective "***" and he asked me to check with my men again, and to also look at my equipment I did as requested and followed up that my men are un-aware of any accident and there is no damage to any of my vehicles Most people believe that "large construction trucks" are heavy duty and don't get damaged easily That is false, the front of our trucks (large ones as described by Mrs***) are made of fiberglass and light steel Therefore the impact suggested by Mrs*** would have most definitely done damage to one of our vehicles There was no damage to any vehicle that was on that job site We also had every piece that was used there onsite every day until completed Mrs*** states "My husband and I called Emerald several times and they never returned our calls." Our company received two phone calls from Mr*** *** (12/11/and also 1/15/15) The first phone call was called in as *** looking for a driveway estimate When called back he stated he was not interested in a driveway estimate any longer The second call was looking for our email address I'm not sure if we called Mr*** back on that particular call considering it was the same gentleman that didn't want an estimate anymore To the best of my knowledge we never received a phone call from Mrs*** If we did and it was not addressed I apologize.To sum up the response to Mrs***'s complaint She states " I had the NEW vehicle fixed and simply hoped to get my deductible covered." She further states "The company claims to fix any mistake they make on their website, but they refused to help us or own up, put in a claim, etc." The fact that she expects Emerald to pay for a deductible for an accident that was not ours, is not reasonable Why would our company do that for something we are not responsible for? That would mean anybody with damage to their house, car, boat, etcwould expect me to do the same As far as putting in a claim, yes I notified our insurance company and told them to handle it with the *** family's insurance company In my opinion and in that of any other business owner I went above what was required of me I notified my insurance, told them the complete story, and said "handle it." As a business owner I am an expert in my designated trade We hire accountants, lawyers, insurance companies, mechanics etc If Mrs*** is not happy with the way insurance companies handle these situations she should take that up with the insurance companies What Mrs*** is asking us to do is take responsibility of something that is not ours In an example ( If you were to park at the grocery store with a brand new car, and come out to find it damaged, would it be the responsibility of the car parked closest to the damage ? If you were the car now parked next to the damaged car do you feel obligated or the necessity to cover that persons insurance deductible?)I hope this covers all areas of the complaint and answers any unanswered questions Respectfully,Ed S(Pres)

As *** *** expressed her concrete driveway is having a surface defect problem As a professional contractor it is my obligation to investigate the reason (s) behind this issue so that it can be remedied Currently we have some samples sent out of state for a microscopical
examination of the material This costs in the neighborhood of $(out of our pocket) I had spoke with *** *** and explained that I had to work with the concrete supplier on this issue We even gave her the phone number of the concrete redi-mix provider to call and complain about the timing(If she did I am not aware of it) Furthermore she explained that she was not happy with me or my company in the way that we are handling the situation She left a message that said she is no longer willing to wait and that she was contacting the better business Since she has left that message I have not been in contact with her I wish her the best of luck having the Revdex.com replace her driveway I however will not be replacing her driveway under any circumstances other than if she can provide documentation of inferior workmanship of Emerald Services I will however continue to work on a solution for this issue so that in the future if there are an issues for knowledgeable customers that understand the construction process, I can address their project in a professional manner as I tried to in this situation
Respectfully,
*** ** *** (Pres)

#we don't believe we damaged fence.#we spoke with Tony and advised him we would still repair it regardless#we had to order fencing to match #it has already been repaired and replaced Not sure why a complaint is being filed when we didn't work at his house and we went above and
beyond to appease him, considering we believe we didn't even damage the fence. Thank you

As *** *** expressed her concrete driveway is having a surface defect problem As a professional contractor it is my obligation to investigate the reason (s) behind this issue so that it can be remedied Currently we have some samples sent out of
state for a microscopical examination of the material This costs in the neighborhood of $(out of our pocket) I had spoke with *** *** and explained that I had to work with the concrete supplier on this issue We even gave her the phone number of the concrete redi-mix provider to call and complain about the timing(If she did I am not aware of it) Furthermore she explained that she was not happy with me or my company in the way that we are handling the situation She left a message that said she is no longer willing to wait and that she was contacting the better business Since she has left that message I have not been in contact with her I wish her the best of luck having the Revdex.com replace her driveway I however will not be replacing her driveway under any circumstances other than if she can provide documentation of inferior workmanship of Emerald Services I will however continue to work on a solution for this issue so that in the future if there are an issues for knowledgeable customers that understand the construction process, I can address their project in a professional manner as I tried to in this situation
Respectfully,
*** ** *** (Pres)

To be clear.  Emerald Services contacted a fence installer after the initial conversation with Mr. [redacted].  First the material had to be matched, then it had to be ordered and delivered.  After it was received in hand, then it had to be scheduled.  I believe Mr. [redacted] thinks that the process was not started when he first contacted our company.  Fact is, it was and sometimes things take longer than expected.  This day and age everybody wants things yesterday.  There was no input from Mr. [redacted] in regards to who the original installer was or when it was put in etc.  That could of possibly saved 2-3 weeks it took to track the supplier down.  Glad we could help either way.

I believe the consumers recollection of the process is somewhat correct.  I don't believe my office ever gave a time frame of when the matter would be resolved.  I did however advise my office to inform the client of the supplier that we were in contact for in regards to her situation.  I'm sure if we gave our client the phone number for the supplier we would have given the name of the company.  If not there is no reason she could not of called and explained her situation to the supply company.  In the concrete business it is inevitable that events like this may happen, it is however how you handle them that makes you a good contractor or not.  I have handled this matter in the most expediatable process available and am still waiting for information and responses from other parties.  In regards to not picking up a letter (certified)  I was never aware that one was sent to us.  Therefore I am under the impression the client did not send it or had not addressed it properly.
The clients demands are unreasonable considering what she is asking for.  I would gladly reimburse her if she could scientifically produce evidence that the job was installed improperly.  Under no circumstances would I refund a customer for a situation that we are not responsible for.  With that being said it is our company stance to provide the customer with no reimbursement of any kind.  Job was installed properly.
Respectfully,
** (Pres)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Company admitted that they believed there was an issue with the concrete they purchased to do the job and that they had other complaints regarding the concrete quality. Why should I pay for testing (at a cost of more than I even paid for the concrete job)  when they admit there was an issue and you can clearly see a problem. If someone actually came out they would of seen that it is all over and not in the foot traffic area and also we have only used ice melt safe for concrete. Poor quality and poor customer service, lesson learned to no never do business with this company again since they have not tried to make it right.
Regards,
[redacted]

To whom it may concern:  [redacted] complaint is somewhat correct.  We have been contacted and I did respond to the homeowner letting them know that there was another issue similar and we were getting information together for the supply company etc. (That process is still in motion and...

takes more time than most would assume).  In regards to the sealer, I would have to look at our notes on the job.  Every job is usually sprayed with a cure and seal product immediately after the finishing process.  In their situation we may not of sealed it the day of because there was no way to protect the adjacent siding and house etc.  However if they did their research they would know there are many types of sealers and products on the market.  I assume the product that they are referring to may possibly be a penetrating sealer that has to be applied 28 days (not 14) after the concrete has been poured.  I apologize that they may not be happy after one season there is surface defects.  I can however say that our job was completed properly.
 
I would suggest that the homeowner contact a testing agency (which we have)  Fees start at over $2000.00 and start to have the project analyzed.  I am certain they will find no defect in our workmanship.  Furthermore I will move my efforts from finding a solution to their issue to responding to Revdex.com complaints.  Until this issue is resolved with Revdex.com or removed I will wait to contact the homeowner.
 
Respectfully,
 
[redacted] (pres)

Consumer called the Revdex.com advised:
She is unhappy with the business' response.  She has never actually spoke with [redacted] but the secretary [redacted], who advised back in March that  matter would be looked into.  When a follow up call was placed [redacted] stated that he was looking into the matter and she would be contacted by end of April.  Consumer continued to follow up with the business to get matter resolved,  [redacted] left a voice message with the supplies phone number, but no company name, so the consumer couldn't follow up with the supplier. Company never picked up the certified letter that consumer sent to the business regarding this matter, certified letter was returned to consumer. 
The consumer would not like this company to put in a new driveway but instead would like to be compensat** for the poorly installed driveway, in the amount of $2750.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] the issue has been resolved  but it was not resolved until we contacted the Revdex.com, thank you for your help.

[redacted] I have had a representative out from the concrete company.  They had told me it looked like it was isolated where foot traffic / de-icing materials had been dropped.  It does not mean the concrete or the workmanship was inferior.  Testing must be done to prove or disprove that.  We currently have another clients job getting tested.  As I stated in my response, If I were not happy with the timeframe that this is taking, I would take it upon myself to send the material out and have it tested myself.
 
Customers need to realize we do not control the entire industry, we can only control our company and it's policies.  I did however inform them as well that I am not looking into their situation any further, I am answering complaints via Revdex.com rather than doing more investigative work in regards to their issue.
 
Have them provide me with scientific evidence that there is an issue with the product or workmanship and I will address it thereafter.
 
Respectfully,
 
[redacted] (Pres)