Techo-Bloc Corp.

We installed Techo-Bloc pavers, including a stoop, patio and walkway with two large rotunda patterns included in the project in 2010-2012. Just as the above complaint references, we are experiencing a basic breakdown of the paver (it now looks much like the consistency of a cinderblock), and loss of color. This project was installed by the homeowner so we had no labor cost. We also have a Techo-Bloc stoop and walkway in the front of our house, which has held up so much better. This was done 11/08/2016 and we have no complaints. The pavers used in the front are different from what we have in the back as they no longer carried that particular product. We would appreciate replacement of these materials so that the stoop, patio and walkway could be replaced.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Dear RevDex.com I read with great interest the response from Techo-Bloc (the "Company") to my complaint that was submitted to you on July 8, 2015. I find it somewhat amusing that the Company answers my complaint of misrepresenting their [redacted] Wall product with four of six paragraphs in their response discussing their warranty, about which I took no minor issue. My issue with the Company is that the Company knowingly placed a picture on page 94 in their annual catalog of a wall which was described as a [redacted] Wall and which the Company's representative (on site) and a person in the Company's management to whom he spoke with about my complaint on the telephone (whom he later named as Nancy and told me that she was in charge of the catalog) agreed that wall in the catalog was NOT, in fact, a [redacted] Wall but a DIFFERENT product because the [redacted] Wall was not available when the picture was taken and inserted into the catalog. Everyone with whom I spoke about this issue feels this goes far beyond the "it is not meant to assure a person's perception of a products 'look' in catalog be absolutely identical to that in real time". I might agree that a product need not be "absolutely identical" due to minor differences from a picture in their catalog as to "color, efflorescence, polymeric haze, construction residue, compactor and snow removal equipment" (as described in their catalog) but the product I received was admitted by the Company to be a DIFFERENT wall from that which the Company is selling to its customers through its own catalog. The Company also responds that "it is explicitly set forth on all Techo-Bloc packaging to 'inspect the product for defects before installation. Goods shall be deemed accepted if installed'". I question how many homeowners actually see the packaging before it is removed by the person doing the installation. In my case, that person who installed the wall had worn a shirt emblazoned with the Company's logo when estimating the cost of my project. Wouldn't it have been he who was to do the actual inspection? Further in their response the Company claimed that I "failed to mention in his claim that Techo-Bloc not only followed protocol perfectly, but also offered to return the respective unused pallets of the material towards a Techo-Bloc product credit out of goodwill". I'm not sure how I would know what their protocol is and that the Company "followed protocol perfectly" which is most probably why I failed to mention it in my original complaint. When 1/3 of a wall that has been installed (I halted installation immediately when I first had a chance to view it under construction) and it has been acknowledged by the Company that the wall is a DIFFERENT product from that which I purchased, how much corporate "goodwill" are they extending by allowing the unused portion to be returned? What was I going to do with 1/3 of a wall and pallets of another Techo-Bloc material? Of course I asked that they extend their "goodwill" to cover the cost to tear it down and to rebuild it - only to the point of replacement, by the way. The Company sums up their response by saying that they have "always and will continue to always stand by its product" and that "throughout the complainant's renovation process, no structural integrity issue with [redacted] wall have been had that would put the warranty into effect". The Company responds further that "there was no true basis for Techo-bloc to even offer these homeowners company credit, but we did so nonetheless as we value customer to company relations immensely". Please allow me to reiterate that my complaint and its resolution has nothing to do with their warranty. It has everything to do with the Company selling me a product admittedly DIFFERENT from than that pictured in their catalog. Their warranty does talk to differences in color due to a number of circumstances not being a basis for a claim but I see nothing in their warranty that covers them delivering a DIFFERENT wall product from that in their catalog. I take no issue with the integrity of the [redacted] wall product but after the response to me by their representatives and the response to this complaint, I take issue with the Company's integrity and I question immensely how much the Company "value customer to company relations immensely". I'm sure other customers, as did I, make their selection of material from the Company's catalog under the assumption that the material represented in the catalog is the material they would be receiving and would not expect that the Company would misrepresent a product on purpose as they have with this product. I would like to think putting a product into their catalog and representing it as a DIFFERENT product was a result of the Company's bad judgement and not some "bait and switch" tactic but their relying on their warranty as a means to deny me some type of resolution (other than the laughable return of unused material but keep 1/3 of the wall response) as well as their continued misrepresentation of the product in their catalog to other customers gives me pause. I look forward to the Company making monetary restitution to me and removal of the erroneous picture from their catalog as an illustration of how immensely they value customer to company relations. Regards, [redacted] ***

Dear Revdex.com,
"text-align:justify">Page of the Techo-Bloc catalog clearly outlines the company’s warranty,
which states that:
“Techo-Bloc is proud to certify that our paving stones and retaining
walls meet the latest industry standards in Canada and the United States of
AmericaAll Techo-Bloc manufactured landscape products comply with and surpass
all applicable standards established by the CSA (Canadian Standards Association), ASTM (American Society for Testing and Materials) and the BNQ (Bureau de normalisation du Québec), recognized
as the strictest standards throughout the world.”
It is also set forth on page that:
“If products prove defective, we will replace these unitsTecho-Bloc’s
responsibility is limited to its products only and not to the costs related to
the installation of those productsTecho-Bloc will honor this transferable
lifetime warranty with a proof of purchase such as an invoice or delivery slip.”
Do note that the Röcka Wall is
a special *** Collection product
As such, it comes with an added warranty that is explicitly present on the
bottom of page 143:
“*** landscape and masonry products are manufactured under the
highest standards of quality and workmanshipThis warranty is offered to the
original Consumer Purchaser (Homeowner), for as long as they own their home
*** warrants that the product is free from defects in material and
workmanship, and is in compliance with the specifications of the Canadian
Standards Association and the American Standards for testing Materials.”
We always have and will continue to honour our warrantiesThat being
said, we do like to go above and beyond our mandates in order to please our
clientsWhat this particular homeowner has neglected to mention in his or her
claim is that Techo-Bloc not only followed protocol perfectly, but also offered
to return the respective unused pallets of the material towards a Techo-Bloc
product credit out of goodwillTecho-Bloc’s warranty is meant to assure that
product structural integrity is kept to a THowever, it is not meant to assure
that a person’s perception of a product’s ‘look’ in catalog be absolutely
identical to that in real time
On another note, this homeowner has mentioned that Techo-Bloc should
have had to pay for installation costs covering the 1/3rd of the
wall that has already been installed, along with the cost to tear it down and
to rebuild itAs mentioned above, our warranty states that: “Techo-Bloc’s
responsibility is limited to its products only and not to the costs related to
the installation of those products.” Additionally, it is explicitly set forth
on all Techo-Bloc packaging to: “Inspect the product for defects before
installationGoods shall be deemed accepted if installed.”
The fact of the matter is that Techo-Bloc has always and will continue
to always stand behind its productsThroughout the complainant’s renovation
process, no structural integrity issues with the *** wall have been had that
would put the warranty into effectThere was no true basis for Techo-Bloc to
even offer these homeowners company credit, but we did so nonetheless as we
value customer to company relations immensely

My contractor purchased Techo-Bloc products on my behalf to build a patio and sitting wall Within a few months time every single wall cap (used on fire pit, sitting wall and stairs) purchased turned from brown to ash white It took weeks for the store where I purchased the cap to get a Techo Bloc rep to reach out to me And when he did, all he did was send an email saying he would call me but never did Since then he has ignored several emails from me request that he get in contact with me I am unhappy with the product and am EXTREMELY unhappy with the customer service AWFUL COMPANY

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Dear Revdex.comI read with great interest the response from Techo-Bloc (the "Company") to my complaint that was submitted to you on July 8, 2015. I find it somewhat amusing that the Company answers my complaint of misrepresenting their *** Wall product with four of six paragraphs in their response discussing their warranty, about which I took no minor issueMy issue with the Company is that the Company knowingly placed a picture on page in their annual catalog of a wall which was described as a *** Wall and which the Company's representative (on site) and a person in the Company's management to whom he spoke with about my complaint on the telephone (whom he later named as Nancy and told me that she was in charge of the catalog) agreed that wall in the catalog was NOT, in fact, a *** Wall but a DIFFERENT product because the *** Wall was not available when the picture was taken and inserted into the catalogEveryone with whom I spoke about this issue feels this goes far beyond the "it is not meant to assure a person's perception of a products 'look' in catalog be absolutely identical to that in real time"I might agree that a product need not be "absolutely identical" due to minor differences from a picture in their catalog as to "color, efflorescence, polymeric haze, construction residue, compactor and snow removal equipment" (as described in their catalog) but the product I received was admitted by the Company to be a DIFFERENT wall from that which the Company is selling to its customers through its own catalog.The Company also responds that "it is explicitly set forth on all Techo-Bloc packaging to 'inspect the product for defects before installationGoods shall be deemed accepted if installed'"I question how many homeowners actually see the packaging before it is removed by the person doing the installationIn my case, that person who installed the wall had worn a shirt emblazoned with the Company's logo when estimating the cost of my projectWouldn't it have been he who was to do the actual inspection?Further in their response the Company claimed that I "failed to mention in his claim that Techo-Bloc not only followed protocol perfectly, but also offered to return the respective unused pallets of the material towards a Techo-Bloc product credit out of goodwill"I'm not sure how I would know what their protocol is and that the Company "followed protocol perfectly" which is most probably why I failed to mention it in my original complaint When 1/of a wall that has been installed (I halted installation immediately when I first had a chance to view it under construction) and it has been acknowledged by the Company that the wall is a DIFFERENT product from that which I purchased, how much corporate "goodwill" are they extending by allowing the unused portion to be returned? What was I going to do with 1/of a wall and pallets of another Techo-Bloc material? Of course I asked that they extend their "goodwill" to cover the cost to tear it down and to rebuild it - only to the point of replacement, by the way. The Company sums up their response by saying that they have "always and will continue to always stand by its product" and that "throughout the complainant's renovation process, no structural integrity issue with *** wall have been had that would put the warranty into effect"The Company responds further that "there was no true basis for Techo-bloc to even offer these homeowners company credit, but we did so nonetheless as we value customer to company relations immensely". Please allow me to reiterate that my complaint and its resolution has nothing to do with their warrantyIt has everything to do with the Company selling me a product admittedly DIFFERENT from than that pictured in their catalogTheir warranty does talk to differences in color due to a number of circumstances not being a basis for a claim but I see nothing in their warranty that covers them delivering a DIFFERENT wall product from that in their catalogI take no issue with the integrity of the *** wall product but after the response to me by their representatives and the response to this complaint, I take issue with the Company's integrity and I question immensely how much the Company "value customer to company relations immensely". I'm sure other customers, as did I, make their selection of material from the Company's catalog under the assumption that the material represented in the catalog is the material they would be receiving and would not expect that the Company would misrepresent a product on purpose as they have with this productI would like to think putting a product into their catalog and representing it as a DIFFERENT product was a result of the Company's bad judgement and not some "bait and switch" tactic but their relying on their warranty as a means to deny me some type of resolution (other than the laughable return of unused material but keep 1/of the wall response) as well as their continued misrepresentation of the product in their catalog to other customers gives me pause. I look forward to the Company making monetary restitution to me and removal of the erroneous picture from their catalog as an illustration of how immensely they value customer to company relations. Regards, *** ***

Dear Revdex.com,
Page of the Techo-Bloc catalog clearly outlines the company's warranty,
which states that:
"Techo-Bloc is proud to certify
that our paving stones and retaining
walls meet the latest industry standards in Canada and the United States of
AmericaAll Techo-Bloc manufactured landscape products comply with and surpass
all applicable standards established by the CSA (Canadian Standards Association), ASTM (American Society for Testing and Materials) and the BNQ (Bureau de normalisation du Québec), recognized
as the strictest standards throughout the world."
It is also set forth on page that:
"If products prove defective, we will replace these unitsTecho-Bloc's
responsibility is limited to its products only and not to the costs related to
the installation of those productsTecho-Bloc will honor this transferable
lifetime warranty with a proof of purchase such as an invoice or delivery slip."
Do note that the Röcka Wall is
a special [redacted] Collection product
As such, it comes with an added warranty that is explicitly present on the
bottom of page 143:
"[redacted] landscape and masonry products are manufactured under the
highest standards of quality and workmanshipThis warranty is offered to the
original Consumer Purchaser (Homeowner), for as long as they own their home
[redacted] warrants that the product is free from defects in material and
workmanship, and is in compliance with the specifications of the Canadian
Standards Association and the American Standards for testing Materials."
We always have and will continue to honour our warrantiesThat being
said, we do like to go above and beyond our mandates in order to please our
clientsWhat this particular homeowner has neglected to mention in his or her
claim is that Techo-Bloc not only followed protocol perfectly, but also offered
to return the respective unused pallets of the material towards a Techo-Bloc
product credit out of goodwillTecho-Bloc's warranty is meant to assure that
product structural integrity is kept to a THowever, it is not meant to assure
that a person's perception of a product's ‘look' in catalog be absolutely
identical to that in real time
On another note, this homeowner has mentioned that Techo-Bloc should
have had to pay for installation costs covering the 1/3rd of the
wall that has already been installed, along with the cost to tear it down and
to rebuild itAs mentioned above, our warranty states that: "Techo-Bloc's
responsibility is limited to its products only and not to the costs related to
the installation of those products." Additionally, it is explicitly set forth
on all Techo-Bloc packaging to: "Inspect the product for defects before
installationGoods shall be deemed accepted if installed."
The fact of the matter is that Techo-Bloc has always and will continue
to always stand behind its productsThroughout the complainant's renovation
process, no structural integrity issues with the [redacted] wall have been had that
would put the warranty into effectThere was no true basis for Techo-Bloc to
even offer these homeowners company credit, but we did so nonetheless as we
value customer to company relations immensely.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com
I read with great interest the response from Techo-Bloc (the "Company") to my complaint that was submitted to you on July 8, 2015. 
I find it somewhat amusing that the Company answers my complaint of misrepresenting their [redacted] Wall product with four of six paragraphs in their response discussing their warranty, about which I took no minor issue. My issue with the Company is that the Company knowingly placed a picture on page 94 in their annual catalog of a wall which was described as a [redacted] Wall and which the Company's representative (on site) and a person in the Company's management to whom he spoke with about my complaint on the telephone (whom he later named as Nancy and told me that she was in charge of the catalog) agreed that wall in the catalog was NOT, in fact, a [redacted] Wall but a DIFFERENT product because the [redacted] Wall was not available when the picture was taken and inserted into the catalog. Everyone with whom I spoke about this issue feels this goes far beyond the "it is not meant to assure a person's perception of a products 'look' in catalog be absolutely identical to that in real time". I might agree that a product need not be "absolutely identical" due to minor differences from a picture in their catalog as to "color, efflorescence, polymeric haze, construction residue, compactor and snow removal equipment" (as described in their catalog) but the product I received was admitted by the Company to be a DIFFERENT wall from that which the Company is selling to its customers through its own catalog.
The Company also responds that "it is explicitly set forth on all Techo-Bloc packaging to 'inspect the product for defects before installation. Goods shall be deemed accepted if installed'". I question how many homeowners actually see the packaging before it is removed by the person doing the installation. In my case, that person who installed the wall had worn a shirt emblazoned with the Company's logo when estimating the cost of my project. Wouldn't it have been he who was to do the actual inspection?
Further in their response the Company claimed that I "failed to mention in his claim that Techo-Bloc not only followed protocol perfectly, but also offered to return the respective unused pallets of the material towards a Techo-Bloc product credit out of goodwill". I'm not sure how I would know what their protocol is and that the Company "followed protocol perfectly" which is most probably why I failed to mention it in my original complaint.   When 1/3 of a wall that has been installed (I halted installation immediately when I first had a chance to view it under construction) and it has been acknowledged by the Company that the wall is a DIFFERENT product from that which I purchased, how much corporate "goodwill" are they extending by allowing the unused portion to be returned? What was I going to do with 1/3 of a wall and pallets of another Techo-Bloc material? Of course I asked that they extend their "goodwill" to cover the cost to tear it down and to rebuild it - only to the point of replacement, by the way. 
The Company sums up their response by saying that they have "always and will continue to always stand by its product" and that "throughout the complainant's renovation process, no structural integrity issue with [redacted] wall have been had that would put the warranty into effect". The Company responds further that "there was no true basis for Techo-bloc to even offer these homeowners company credit, but we did so nonetheless as we value customer to company relations immensely". 
Please allow me to reiterate that my complaint and its resolution has nothing to do with their warranty. It has everything to do with the Company selling me a product admittedly DIFFERENT from than that pictured in their catalog. Their warranty does talk to differences in color due to a number of circumstances not being a basis for a claim but I see nothing in their warranty that covers them delivering a DIFFERENT wall product from that in their catalog. I take no issue with the integrity of the [redacted] wall product but after the response to me by their representatives and the response to this complaint, I take issue with the Company's integrity and I question immensely how much the Company "value customer to company relations immensely". 
I'm sure other customers, as did I, make their selection of material from the Company's catalog under the assumption that the material represented in the catalog is the material they would be receiving and would not expect that the Company would misrepresent a product on purpose as they have with this product. I would like to think putting a product into their catalog and representing it as a DIFFERENT product was a result of the Company's bad judgement and not some "bait and switch" tactic but their relying on their warranty as a means to deny me some type of resolution (other than the laughable return of unused material but keep 1/3 of the wall response) as well as their continued misrepresentation of the product in their catalog to other customers gives me pause. 
I look forward to the Company making monetary restitution to me and removal of the erroneous picture from their catalog as an illustration of how immensely they value customer to company relations. 
Regards, 
[redacted]

Review: We have a large circular driveway made with their product. It has deteriorated in the year it's been installed. Vice president [redacted] said it is normal and likes the worn look...we do not.Desired Settlement: We want the company to honor their warranty and pay for the cost of sealing their inferior product. We have their competitor's product in our backyard and it shows no such wear.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Good Morning, The answer from Techo-Bloc that we received is consistent with the Arrogant attitude that we have encountered throughoutthe process of trying to get satisfaction from a company that claims a Lifetime Warranty. The only problem, as you can see by their answer, is that They determine that Nothing is a Warrantee Issue. We have had our driveway looked at by several experts. ALL agree that we have had much too much deterioration in such a short time.The CEO from Canada, [redacted] came to our home to look at this…I believe there was a big problem here in the US with a BAD batch of stone. His way of dealing with it was to tell everyone that that is the way it SHOULD look and there is no problem. (notice in the answer, he tells his Pa. distributor NOT to give us the telephone numbers of contractors that could help us!) We want to have an independent mediator look at the driveway and give an unbiased evaluation. This will be fair toBoth parties. The pictures that are attached show the condition of the driveway several months ago. The pock marks and deterioration isevident and has worsened constantly. Originally we were asking for them to seal the driveway since they claimed that would be the answer…now the deterioration has passed the point where sealing will bring it back to acceptable condition. Please set up a date for a mediator to evaluate. I just saw a new TV ad from Techo-Bloc touting their Lifetime Warrantee. I don’twant others to get duped by this empty warrantee!

Sincerely,

Business

Response:

[redacted], July 18th, 2013

Review: Techo- Bloc Pavers were installed in the summer of 2010- Product is breaking apart- not holding up. A Techo-Bloc rep. came to our home to photograph and send a report to Techo-Bloc. Techo-Bloc rep spoke with installer, installer stated he has never seen this happen on any of his jobs. According to the installer Techo-bloc rep stated to installer " perhaps they just received a bad batch of pavers"- Techo- Bloc rep called on 8/30/2013 and said the most Techo-Bloc was willing to do is send back the rep and count the number of pavers he felt needed replacement and have them delivered to the home and take no responsible for any labor. The Techo-Bloc Rep stated the product was failing because it was glued down. I have since taken a sample of the a paver delivered at the same time to the distributor of that product that was not glued down but just simply left outside in the rock garden which is also not holding up. Pavers glued down as a reason given for product failure does not seem to hold up since I have several of the pavers that are not glued down with the same thing happening to them.Desired Settlement: Replacement with no cost to home owner-

Business

Response:

September 25, 2013

[redacted]. [redacted]

RE: Complaint ID [redacted]

Dear [redacted]. [redacted],

We are writing in regards to the complaint that you have filed with the Revdex.com.

As per our lifetime warranty, Techo-Bloc is only responsible for product issues. We do not warranty labor. Your 500 square feet of Royal Slabs (color: Sandalwood) was not installed according to ICPI specifications.

Techo-Bloc is willing to supply the replacement product for the identified rough slabs, and a maximum of $300 of labor as a good will gesture.

It is important to know that our products are not designed to be glued down. Therefore, any removal of a glued down product becomes much more difficult, and labor intensive and often results in broken slabs.

Respectfully,

Vice-President, Sales

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have excess pavers that we not glued down and they are doing the same thing. The extra pavers were placed in the yard as stepping stones on top of loose stones not secured down in anyway. We have contacted the distributor and the product sold with the pavers to glue them down is a common product used for this application which they sell on a regular basis. The installer that spoke with your Representative that came out to the house also said it looks like it was a bad batch of pavers. I do not feel we should have to be responsible for the labor to replace a failed product in such a short period of time.

Regards,

Business

Response: