Trainor Concrete & Paving

June 23, To Whom it May Concern: I am writing this letter in response to complaint # [redacted] against Trainor Concrete & PavingThis is the second response that I have made in writing regarding this matterThe first response I made in writing was done back in DecemberI am now just hearing back, in June, from the customerThis is months after my response to themThis is a perfect example of the type of reply/feedback that I receive back from this homeowner when returning their calls and/or attempting to set up appointments with themPlease let it be known that the water problem this customer had in his basement was an existing problem, which they were attempting to fix with installing a patioI informed the customer that | offered no guarantee that installing a patio would fix or rectify his existing problem with waterAs far as craftsmanship goes the patio looked great and drained perfectly after completionAfter a whole year, that would be months after the stated day guarantee on the proposal, this particular complaint was brought to our attentionThe Customer called us and explained to us that he is still getting water in his basement after the installation of the patioThey also explained that they had a landscaper come and re-grade the whole property as well trying to fix their existing water problemThey also stated they had someone come and tamper with the patio that we installed to try to fix their continued, long standing water issues too (all within this year)Unfortunately, once another company/person tampers with our work it is no longer our workWe cannot stand behind or correct another company or individuals work or adjustments that they made to the patio we installedThe homeowner stated in their letter that there should have been expansion joint between the patio and the house, this is false! Again, l state I would never put expansion joint along the house, doing this would create a void/water entry point! The homeowner also stated that I never return phone callsAgain, respond to every single one of the homeowner's phone calls and letters regarding this matterAs I stated before I have offered to help him again resolve their water issue, going above and beyond the day guaranteeI cannot give the customer a refund of his moneyIt has been over years since we installed this patioThere was existing water issue on the property before we installed this patio, and since then there has been regrading of the property and people tampering with the patio all in an effort to fix their long standing water issuesI feel that because the patio did not fix his longstanding water issue he would like to reclaim his moneyConsidering the reasons listed above it goes against our company policy to give a refund.Our company does thousands of jobs a yearWe have been in business for over years with no complaints brought against us until nowOur lively hood is our business, and we always try to follow through and make every customer happyAgain, as stated before in numerous phone conversations with the customer I would be willing to set a time and date to meet with them and try to resolve/help them with their continued water issueWe can be reached at ###-###-####, we would be more than willing to meet with themSincerely,Jack T

December 18, 2014To Whom It May Concern;
I am writing this letter in response to complaint #*** against Trainor Concrete & PavingPlease let it be known that this patio was
completed in the spring of As far as the water issue the customer is referring to, it is stated on our proposal we guarantee our concrete for days and guarantee 90% water run-off, (enclosed is a copy of our standard proposal)would also like to mention that there was an existing water issue on the property before the patio was installedThe homeowner was trying to resolve the water issue by installing the patio, (we offered no guarantee a patio would fix their existing water issue)This complaint was brought to our attention approximately year after the job was completed, that would months after the stated guarantee, and after others have tried to fix the existing water problem as wellIn one of our many conversations with the homeowner they told us that they have since had their property regraded by another contractor, someone has since tampered with the patio that we installed as well to try fix their continued, long standing water issuesAs far as craftsmanship goes the patio looks great and drained perfectly upon completionHomeowner stated that there should have been expansion joint along the between the patio and the house, this is falseI would never put expansion joint along the house, doing this would create a void/water entry point! I responded to each and every one of their phone calls, and we repeatedly played phone tagI talked to *** *** several times and actually agreed to help him again resolve their water issue, going above and beyond the day guaranteeOur company does hundreds of jobs, if not a thousand jobs a yearWe have been in business for approximately years with no complaints brought against us until nowOur lively hood is our business, and we always try to follow through and make every customer happySincerely,Jack T

June 23, 2015
To Whom it May Concern:
I am writing this letter in response to complaint #[redacted] against Trainor Concrete & Paving. This is the second response that I have made in writing regarding this matter. The first response I made in writing was done back in December. I am now just hearing back, in June, from the customer. This is 6 months after my response to them. This is a perfect example of the type of reply/feedback that I receive back from this homeowner when returning their calls and/or attempting to set up appointments with them.
Please let it be known that the water problem this customer had in his basement was an existing problem, which they were attempting to fix with installing a patio. I informed the customer that | offered no guarantee that installing a patio would fix or rectify his existing problem with water. As far as craftsmanship goes the patio looked great and drained perfectly after completion. After a whole year, that would be 9 months after the stated 90 day guarantee on the proposal, this particular complaint was brought to our attention. The Customer called us and explained to us that he is still getting water in his basement after the installation of the patio. They also explained that they had a landscaper come and re-grade the whole property as well trying to fix their existing water problem. They also stated they had someone come and tamper with the patio that we installed to try to fix their continued, long standing water issues too (all within this year). Unfortunately, once another company/person tampers with our work it is no longer our work. We cannot stand behind or correct another company or individuals work or adjustments that they made to the patio we installed.
The homeowner stated in their letter that there should have been expansion joint between the patio and the house, this is false! Again, l state I would never put expansion joint along the house, doing this would create a void/water entry point! The homeowner also stated that I never return phone calls. Again, 1 respond to every single one of the homeowner's phone calls and letters regarding this matter. As I stated before I have offered to help him again resolve their water issue, going above and beyond the 90 day guarantee. I cannot give the customer a refund of his money. It has been over 3 years since we installed this patio. There was existing water issue on the property before we installed this patio, and since then there has been regrading of the property and people tampering with the patio all in an effort to fix their long standing water issues. I feel that because the patio did not fix his longstanding water issue he would like to reclaim his money. Considering the reasons listed above it goes against our company policy to give a refund.Our company does thousands of jobs a year. We have been in business for over 8 years with no complaints brought against us until now. Our lively hood is our business, and we always try to follow through and make every customer happy. Again, as stated before in numerous phone conversations with the customer I would be willing to set a time and date to meet with them and try to resolve/help them with their continued water issue. We can be reached at ###-###-####, we would be more than willing to meet with them.
Sincerely,Jack T

CUSTOMER EXPERIENCE INFORMATIONCustomer Information:[redacted] [redacted] Wilmington , DE  [redacted]Daytime Phone: ###-###-####Evening Phone: ###-###-####E-mail: [redacted]@[redacted].comThe details of this matter are as follows:Complaint Involves:Product Issues Customer’s Statement of the Problem:We had a backyard patio installed May 2012 and trainor concrete has done a poor job. The patio was not poured the correct way. I have had several water issues wince they have done the patio. Its not pitched away from the house as its suppose to be done and there was never a expansion joint placed between the concrete patio and the house. Every rain fall water leaks between the patio and the house causing water to leak inside the house. prior to the insall of the patio we had a fully refinished basement with carpet, and since the rear patio was done we had to remove the carpet and had issues water and black mold. We called trainor concrete they never call us back and then claim they had called. They also cut the middle of the patio and they cut it all the way down to the rock which is not the correct way to make an expansion joint as they call it. I had to had a family member to whom is a contactor but has since retired many years ago. I had few contractors and a code enforcement officer look at my patio and they all claim and tell me the patio was done very much incorrectly. Complaint Background:Product/Service: concrete patioPurchase Date: 5/2/2012Problem Occurred: 7/20/2012Talked to Company: 1/1/2015Name of Salesperson:Jack T[redacted]  Purchase Price: $6500.00Disputed Amount: $6500.00 Desired Outcome/Settlement: Since they( trainor concrete) refuse to even come and redo the job or even try to help resolve the problem, all I want now is just the money I payed them to do the job. We payed them a lot of money and gave them trust that they do a good job and they took advantage and just did a horrible job. They portrait bad customer service and are not great workers and I just want my money back in return Desired Settlement: Refund