ComplaintsforPro Tech Custom Concrete

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a quote from the owner of this company in October 2021 and was told that they could get to me in July of 2022. By June 2022 I had not heard from **** so I followed up with him. The work was started, completed and paid for the week of 15 August 2022. I received no f/u care or instructions as to what to expect from ****. When I've called with concerns and questions, I do not get a return call for weeks. When I do get a call, all I'm told is that, "Your driveway is fine. We're so busy, we've been doing this for a long time. Your driveway is one of the better jobs that we've done." **** is very charming when you get him on the phone but he does not follow through on your concerns and questions. I have chunks of cement in my front yard under the bushes, the cement dust that is in my garage is unacceptable. The company did not put a barrier up when they cut into the concrete nor did they ask me if I wanted to cover my items. Nothing in the garage escaped the cement dust and the dust came through the windows of my den coating everything in the den before I was able to close the windows. The dust also coated my deck. The crew helped themselves to items in my garage w/o my permission. When **** showed up, he did attempt to blow some of the dust away however; EVERYTHING has to be cleaned. My front lamp post is covered with cement from when they poured the concrete. **** said he would come clean it off but to date (10/26/22), he has not. I've asked for a detailed itemized bill and I have yet to receive it. **** claims to be so busy but aren't I a paying customer too? He did not hesitate to cash my check. I get compliments from the street but when admirers walk the driveway they see the flaws. The only instructions I was given was to never put salt on the driveway. I'm very disappointed in the process and the lack of actions and concerns from this company. **** was rarely present during the project, his crew used profanity while working. I would like a refund of 30%

  Business response

  11/09/2022

  I am writing in response to complaint number ******** on 10/26/22 regarding my business, Pro Tech Custom Concrete.   

   

  I have been in business for myself, Pro Tech Custom Concrete for 32 years and have been a member of BBB (Better Business Bureau) for 32 years.  This is the first complaint I have ever received notice of.  I pride myself in professionalism, thoroughness, and am dedicated to providing the utmost quality service. 

  Referencing ******* ********’s complaints:  

  1)      ******* complained Pro Tech would “get to her in July of 2022”. ******* complained she had not heard from Pro Tech by June of 2022.  June is a month before July so I am not sure what her complaint is.  Pro Tech planned to do as promised and complete her job in July of 2022. 

  Already it seems apparent ******* is confabulating things to complain about.  

  2)       *******’s second complaint is she “received no follow up care or instructions as to what to expect from ****” and “when she called with concerns of questions she did not get a return  call for weeks”.   As the owner of Pro Tech I clearly recall explaining to ******* the details of how to care for her newly laid concrete in detail including do not drive on it for one week,  the sealer is good for 5 years, no salt.  In addition,  I responded promptly when ******* informed me her garage door was unplugged due to the concrete being wet and Pro Tech needing to allow time for the concrete to set before closing the garage door.  When ******* called I not only answered the phone immediately but I showed up at her house early the next morning (as soon as the concrete had set) to hook back up her garage door opener .  Again, *******’s complaint I did not follow up or answer her calls for weeks is inaccurate.  

  3)      *******’s 3^rd complaint: In one sentence ******* describes me as “very charming on the phone” but then tries to state I said “Your driveway is fine. We’re so busy, we’ve been doing this a long time”.  I am not sure how those statement even go together or what they mean and, of course, would never say those things.  Sounds very illogical and contradictory. 

  4)      *******’s 4^th complaint:  ******* complained  she has “chunks of cement in her front yard under her bushes”.   Out of concern for ******* I personally drove to her house.  As I write this I realized I have driven to her house approximately  seven times after the job was completed to answer questions and follow up.  Attached is a picture of the chunk of cement under her bushes.  As you can see it is  one chunk of concrete 3 inches by 3 inches that I picked up with my hand and threw in the back of my truck.  

  5)      *******’s  5^th complaint: ******* complained there is “the cement dust in her garage was unacceptable”.   When estimating *******’s driveway her garage door was closed when I completed her estimate.  At the time of the job I noticed ******* had covered her rotted garage floor with black top when she had black top laid on her driveway.  Out of the kindness of my heart and at no extra cost to ******* Pro Tech added 3 feet of tear out and extra concrete to “make it look right” and get rid of the black top on her garage floor and replace it with new free concrete and labor.   

  6)      For the seventh time I drove to *******’s house to check on her complaint her “front lamp post was covered with cement”.   Shockingly when I followed up with her complaint about the paint on her lamp post I realized her lamp post is not located near the driveway or sidewalk and could not possibly have been covered with cement.   Her lamp post does show oxidation as it is aluminum.  As proven by the attached picture of her yard and the concrete job it is clear her lamp post could not have been splattered by cement.  At this point I realized ******* is asking for 30% OFF and I am starting to realize it seems ******* is making up problems to try to get a discount.  

  7)      Finally, ******* states “the only instructions she received was no salt on the driveway”.   Having been to *******’s house approximately 7 times after laying the concrete, 3 days laying the concrete, and one time for the estimate it is obvious more instructions and follow up was provided. 

  8)       In addition, ******* at the time of the completion of the job paid me in full with no complaints about the job and is writing BBB 4 months after the job. 

  9)      After completing *******’s concrete job 2 neighbors of hers have scheduled to have their driveways done by Pro Tech because they were so impressed with the outcome of *******’s job. If *******’s job is “unacceptable” it seems odd her neighbors see it and now want Pro Tech to complete their drive ways as well.  Many of Pro Tech’s business is generated from neighbors seeing how amazing their neighbors’ new driveways are and ordering a new one themselves.  A definite testament to good quality completed work. 

  I pride myself on my work and my name, as I have given my heart to my business for 32 years.  I am deeply saddened to know people like Cythnia , who want 30% off, can attempt to degrade an excellent business.   I am clear on one thing though, my work and my past customers can attest my dedication had equated to high end quality work and personal, professional customer service.    

   

  Sincerely,  

  **** ******, Owner of Custom Concrete  

  Customer response

  11/19/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Re: BBB Complaint #********
  I reject the explanation offered by the owner of Pro-Tech Custom Concrete (Mr. **** ******).  To support my claims, I offer approximately 50 pictures, texts, several videos and several home security camera pictures and videos that were captured during the process of digging up and pouring my concrete driveway, sidewalk and porch upon request.  They are too numerous to attach to this response.  Pictures were taken to add to a home improvement scrap book and not for the purpose of “confabulating things to complain about.” My intention is not to harm Mr. ****** or his business but to receive the service that I contracted him to do or to receive restitution for lack of and to make anyone who may consider contracting his services aware of my experience and to collaborate the experiences of other BBB complaints dated 9-5-22 and 8-13-22.   I do not know the other complainants and wish I had access to their complaints before contracting Pro-Tech Custom Concrete.  It appears that all our discrepancies and complaints occurred around the same time.
  Referencing Mr. ******’s responses:
  Mr. ******’s communication skills was/is sub-par.  I’ve told him on more than one occasion that his communication skills need work.  I received an estimate from him on October 14, 2021.  He told me that he wouldn’t be able to get to me until July 2022.  I was fine with his timeline.  I expected that I would hear from Mr. ****** or a representative in June 2022 to confirm and set a date in July 2022.  When I did not hear from Mr. ****** or anyone from his company, I phoned him to see if I was still scheduled?  When I finally heard from him, he stated that he was so busy but that he had me on the list.  I told him that I would have appreciated a phone call (because it had been 8 months since I had received the estimate and anything could have happened in that length of time) and Mr. ****** said he is a man of his word.  July 2022 came and went and I did not hear from Mr. ******.  I phoned him in August 2022.   Pro-Tech Custom Concrete began work on my project on Monday, August 15, 2022, poured concrete Tuesday, August 16, 2022 and made the final expansion or control joint cuts Thursday, August 18, 2022.  I did not drive on my driveway until September 23, 2022 as can be attested to by all of my neighbors to include the former Mayor of Dayton, Ohio.
  Garage Door:  My garage door would not stay closed.  It WAS NOT unplugged.  I phoned Mr. ****** and did everything he instructed me to do over the phone to see if the door would go down and stay down.  When nothing worked, I finally told Mr. ****** that I would call my garage door company to come to look at my door.  Mr. ****** did come to my house and it turned out that an adjustment was needed with the garage door where it meets the concrete.  Together, Mr. ****** and I worked to make the adjustment.  It appears Mr. ****** doesn’t remember the work he did?  Confabulation?
  After several phone calls and texts to Mr. ****** (including videos) to discuss my concerns and after asking him through those means of communication to let me know when he would come by so that I could meet him to discuss my concerns with him, he contacted me after receiving the BBB complaints.  It is unfortunate that a complaint with the BBB is what it took to get a response from him.  Mr. ******’s responses (whenever I was able to talk to him) was always that he was so busy or that my driveway was fine or that they’ve been doing this for years or that he had driven by my house (which he couldn’t prove by me because he never informed me that he was coming by as I requested), etc. and he admitted that the only thing he needed to do was to come clean my lamp post of the cement.  I felt ignored and not valued.  Was I not a customer?  I shared my concerns with him concerning his crew using my personal equipment, the profanity used during the job, etc.  I personally spoke with his crew concerning asking my permission and not to just help themselves to equipment in my garage.  In addition, when Mr. ****** came to discuss the BBB complaint (November 9, 2022), he offered the explanation concerning the overwhelming concrete dust in the garage.  He said that they usually hook something up to a hose to prevent the accumulation of concrete dust but because his crew thought I only had one water hose which is in the front of the house, they couldn’t hook up what they usually use.  I informed Mr. ****** that like most houses, I have 2 water outlets and told him where the 2nd one was, all they had to do is ask.  I was available at home from beginning to the end of the project.  Mr. ****** did blow the garage out on 2 separate occasions and offered on his latest visit of November 9, 2022 to come back with soap and water to wipe down the contents of the garage.  Confabulation?
  I have pictures showing the chunks of cement/concrete/rock that was under my bushes.  These items were not under the bushes prior to the concrete work that was done.
  In the 24 years that I’ve owned this house, I have not had black top laid in the garage and I was not made aware of any extra work that Pro-Tech did because of “kindness.”  When Mr. ****** gave me the estimate in October 2021, we walked the driveway, sidewalk and porch.  He saw everything and measured everything that was necessary for the job as you would expect for someone who has been doing this for 32 years.  I was willing and able to pay for all work performed.  If there was an act of “kindness” performed, I appreciate it but it was not necessary.   Confabulation?
  Mr. ****** states that there is no way that the concrete could have gotten on the lamp post since they only did the driveway and sidewalk.  Did he forget that he also took out the old porch and poured a new one which is right by the lamp post?  Confabulation?
  The seven times that Mr. ****** claims to have been to or by my house, he NEVER informed me as requested that he was coming thus what was the purpose of him coming by if he did not talk to me?  He didn’t address the concerns I sent him via video, email or phone messages.  I sent him texts in which one he responded that he would come by the next day and when he didn’t, I responded that since he didn’t make it by when he said he would, could we please reschedule a meeting?  The text is available upon request.  Also, when Mr. ****** came to discuss the BBB complaint and disputed some of my concerns-he retracted most of his objections when I showed him some of the pictures and videos I had taken.  For example, he claimed that he NEVER told me that an orange sealant had been put on the driveway.  When I showed him the video of his crew cutting lines in the driveway following an orange line, Mr. ****** responded, “Good catch, I forgot we used …” Confabulation?
  Mr. ****** states that I delayed making a BBB complaint until 4 months after the completion of the job.  First, I was hoping that he and I could resolve the issues ourselves.  Secondly, it has not been 4 months; the job was started and completed in August 2022, I filed the complaint October 26, 2022 after not receiving satisfactory correspondence/results from Mr. ******.
  I could go on endlessly responding to this complaint and response.  Mr. ****** says he has received 2 jobs from the job he did at my house.  I wish him and the homeowners well but this does not erase my experience with this company.  As stated above, pictures, videos and recordings are available upon request and I am not confabulating.
  ******* * ********
  
  Sincerely,
  
  ******* ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩