ComplaintsforGaetano Cement Contractors, LLC

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The purpose of this correspondence is to submit my formal complaint to the Better Business Bureau against Gaetano Cement Contractors relating to the cement garage floor and driveway installed in June 2021. I am dissatisfied with the garage floor and driveway replacement that Gaetano Cement provided for the following reasons: 1. There are large areas of pooling (low spots) in the driveway. These low spots were inspected and acknowledged by Gaetano Cement’s owner – *** ******, as well as the City of Highland Heights Building Department. Gaetano Cement offered to replace 3 pads, but would not guarantee they would not damage the surrounding cement pads. 2. Water now seeps under the garage door into the garage when it rains 3. There are several 3”-5” black spots in the garage floor. Gaetano Cement responded that their contract says they are “not responsible for faulty material supplied by a third party” 4. Gaetano Cement workers cracked the city sidewalk 5. One pad near the steps is pitched towards the house 6. Nine cement pads are chipped 7. Cement is cracked 8. After only one winter and the driveway being “sealed” by Gaetano Cement, the cement is pitted in several areas. To summarize, Gaetano Cement evades responsibility for their materials, damage and workmanship. My attempts to resolve these matters in 2021 resulted in Gaetano’s inaccurate, offensive and condescending responses. On the $12,763.00 job, Gaetano Cement offered $600.00 restitution for the above items. I have terminated my relationship with Gaetano Cement and declined their anemic offers to fix the driveway and sidewalk, as I prefer they not come on my property. As 13 of the 33 cement pads are damaged, we are requesting a refund in the amount of $5,027.75 for these 13 damaged pads. The support of the Better Business Bureau to gain this refund is requested. Thank you.

  

  Business response

  04/30/2022

  We did indicate to this customer that we would be happy to address the 3 blocks in her driveway . I corresponded numerous times with this client indicating as such.  To recap we planned on addressing her concerns in the fall of 2021 once we completed our outdoor projects contracted for. In a November 16, 2021 email to this client I indicated the delay in getting back to her site due to the rain. Please see the attached emails. In addition this client requested $2000 in a refund that we were not in agreement with. We offered a solution that she did not want thus we indicated we would refund her in the amount of $600. Our contracts are very clear that when there is an issue with the actual concrete itself as with her garage floor we are not responsible for faulty materials. As for the blocks in her driveway we at no time indicated that we would not address those. 

  

  Business response

  04/30/2022

  We did indicate to this customer that we would be happy to address the 3 blocks in her driveway . I corresponded numerous times with this client indicating as such.  To recap we planned on addressing her concerns in the fall of 2021 once we completed our outdoor projects contracted for. In a November 16, 2021 email to this client I indicated the delay in getting back to her site due to the rain. Please see the attached emails. In addition this client requested $2000 in a refund that we were not in agreement with. We offered a solution that she did not want thus we indicated we would refund her in the amount of $600. Our contracts are very clear that when there is an issue with the actual concrete itself as with her garage floor we are not responsible for faulty materials. As for the blocks in her driveway we at no time indicated that we would not address those. 

  

  Business response

  05/13/2022

  While we certainly understand this client is upset it seems this particular client has issue with numerous contractors as she indicated in her initial meeting with the the owner of the company. Gaetano Cement has been in good standing with the BBB for years and a Super Service Award winner with Angie's List for the past 11 years with an "A" rating. These comments are this clients personal feelings and in no way are an accurate depiction of our company. 

  We are still more than willing to replace the two blocks in question for this client. In addition we welcome this client to get an estimate from another firm and ask if they will guarantee that the surrounding blocks will in no way be disturbed. This is common industry practice - no concrete firm promises cracking will not occur when removing only certain blocks.  In addition this is the first time this client is stating that her walkway is pitched towards her home because that is not how we left it upon project completion. This client paid us when our project was completed without issue. We indicated that we would address her concerns with the two blocks in question. We are still willing to do that for this client if and when she decides she is ready to have the issue taken care of. 

  I have attached a copy of the contract so that the BBB can see what the clarifications are that this client agreed to. In addition I think it is important to point out the reason contractors have contracts is to protect them in cases such as this when a client attempts to hold the contractor accountable for materials that are provided to them by a third party vendor. 

  Very Sincerely, 

  **** ***** ******

  

  Business response

  05/13/2022

  While we certainly understand this client is upset it seems this particular client has issue with numerous contractors as she indicated in her initial meeting with the the owner of the company. Gaetano Cement has been in good standing with the BBB for years and a Super Service Award winner with Angie's List for the past 11 years with an "A" rating. These comments are this clients personal feelings and in no way are an accurate depiction of our company. 

  We are still more than willing to replace the two blocks in question for this client. In addition we welcome this client to get an estimate from another firm and ask if they will guarantee that the surrounding blocks will in no way be disturbed. This is common industry practice - no concrete firm promises cracking will not occur when removing only certain blocks.  In addition this is the first time this client is stating that her walkway is pitched towards her home because that is not how we left it upon project completion. This client paid us when our project was completed without issue. We indicated that we would address her concerns with the two blocks in question. We are still willing to do that for this client if and when she decides she is ready to have the issue taken care of. 

  I have attached a copy of the contract so that the BBB can see what the clarifications are that this client agreed to. In addition I think it is important to point out the reason contractors have contracts is to protect them in cases such as this when a client attempts to hold the contractor accountable for materials that are provided to them by a third party vendor. 

  Very Sincerely, 

  **** ***** ******

  Customer response

  05/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is irrelevant to me that Gaetano Cement believes they are a good cement contractor.  *** ****** admitted they performed a substandard job excavating and pouring our driveway.  Gaetano Cement admitted they could not guarantee they could fix it properly.  Of all the issues I cited in my original complaint, they are only willing to address the puddling in front of the garage door.   Their minimal attempt to resolve that one matter is unacceptable.   

  
  

  Because Gaetano Cement required full cash payment for the job immediately upon completion (within 24 hours), some issues didn't appear until after that 24 hours.  Gaetano Cement was made aware of the following issues within 30 days after completion:

  
  

  1. Black spots in garage

  2. Cracks in garage floor

  3. Pooling in several areas

  4. Water seeps into the garage when it rains

  5. City sidewalk is cracked

  
  

  For some reason, Gaetano Cement only offered minor remedy for the pooling and ignored the cracks in the garage floor, black spots in the garage floor, water seepage and city sidewalk damage.  

  
  

  After only ten months, the following additional issues were noticed:

  1. Pitting and cracking

  2. Sidewalk is pitched towards house

  
  

  While Gaetano Cement does not have a signed contract from me and they believes their contract absolves them from doing an acceptable job/using good materials, I did pay them in full and I do expect a driveway and garage floor without cracks, black spots, seepage, pits, crumbling, etc. for longer than 10 months.  

  
  

  We again request the Better Business Bureau's assistance to gain resolution to our complaint as noted in my original post.  In addition, we do request the Better Business Bureau review Gaetano Cement's rating and make the necessary adjustment in their rating so other potential consumers will be aware of Gaetano Cement's substandard materials and services.  

  
  Regards,
  ******* *****
  
  
  
  
   

  Customer response

  05/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17125911, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is irrelevant to me that Gaetano Cement believes they are a good cement contractor.  *** ****** admitted they performed a substandard job excavating and pouring our driveway.  Gaetano Cement admitted they could not guarantee they could fix it properly.  Of all the issues I cited in my original complaint, they are only willing to address the puddling in front of the garage door.   Their minimal attempt to resolve that one matter is unacceptable.   

  
  

  Because Gaetano Cement required full cash payment for the job immediately upon completion (within 24 hours), some issues didn't appear until after that 24 hours.  Gaetano Cement was made aware of the following issues within 30 days after completion:

  
  

  1. Black spots in garage

  2. Cracks in garage floor

  3. Pooling in several areas

  4. Water seeps into the garage when it rains

  5. City sidewalk is cracked

  
  

  For some reason, Gaetano Cement only offered minor remedy for the pooling and ignored the cracks in the garage floor, black spots in the garage floor, water seepage and city sidewalk damage.  

  
  

  After only ten months, the following additional issues were noticed:

  1. Pitting and cracking

  2. Sidewalk is pitched towards house

  
  

  While Gaetano Cement does not have a signed contract from me and they believes their contract absolves them from doing an acceptable job/using good materials, I did pay them in full and I do expect a driveway and garage floor without cracks, black spots, seepage, pits, crumbling, etc. for longer than 10 months.  

  
  

  We again request the Better Business Bureau's assistance to gain resolution to our complaint as noted in my original post.  In addition, we do request the Better Business Bureau review Gaetano Cement's rating and make the necessary adjustment in their rating so other potential consumers will be aware of Gaetano Cement's substandard materials and services.  

  
  Regards,
  ******* *****
  
  
  
  
   

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