ComplaintsforConcrete Craft of Southeast Nashville

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with **** ******* of Concrete Craft of Southeast Nashville to perform a stamped concrete overlay of our garage breezeway. We selected the standard base concrete color intended to match our existing front porch stamped concrete (both color and stamped pattern). The day of the overlay, the workers mistakenly laid the stamped pattern opposite the pattern of the front porch. We noticed and asked them to correct it. After the job was finished, we discovered several dark discolorations (streaks) near one of the garage doors and requested that **** fix the issue. He initially stated that it was still wet from the job but after a week went by it still remained. He came to fix it several months later but applied a new overlay on top of the existing overlay in a baby blue color finish. We told him that we did not want this color (we stated originally when the job was performed that color was very important to us) and that it did not match the original finish so he attempted to "antique" the color to darken it. This did not change the color and he stated that he had additional tint color that would come in this week. We told him that in addition to the color, the new overlay that was added softened the existing stamped look of the concrete giving it a rubberized look. We asked him to remove the new overlay and restore the previous finish correctly to which he refused stating that he didn't see a need to do so. We only wanted the dark streaks resolved and not the entire surface redone to which we are now left with a terrible finish and one that we simply cannot accept. When asked why he made the executive decision to change the color completely with a new overaly, he stated that was all the could be done to resolve the dark streaks but did not consult us whatsoever on this decision.

  Business response

  10/17/2022

  Business Response /* (1000, 8, 2022/08/22) */ After meeting with ***** and discussing with him what he wanted done, I explained to him that this was a very small job and we would do everything we could to match the concrete color, but concrete color is not an exact science and we cannot guarantee that the color would match. My team did have to rearrange the stamps to match what the customer requested during the stamping process. After we completed the stamping job and when we came to seal it the next day, there were 2 small darker areas on the concrete overlay that we tried to sand and remove dark areas. We sealed and I told ***** that if they are still there after a few weeks we would come back and fix them. He contacted a couple of times letting me know that the areas were still there. I came back and put a skim coat on the entire surface because we felt that if we just addressed the 2 spots, it would look like a patch job. I sent my team back the next day to antique and seal. ***** was not happy with color of the resurfaced concrete and voiced that to the team. I told him to allow the team to antique it and seal it and that should darken up the color.They did it and he was still not happy with color, and now voiced additional concerns about the resurface materials. I told him I would come back and darken the area again and he was not happy with that solution and demanded I come back and remove the resurface materials and overlay and reapply the concrete overlay and stamp it. I told him I did not feel like that was necessary and the only solution I was willing to do was the antique again to try to get closer to the desired color. Since then ***** has agreed for me to come out and antique the area again and try to get the color closer to the original color. Consumer Response /* (3000, 10, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are willing to work with **** to restore the color back to the original job he did. Although, we have noticed the new concrete overlay recently done to correct the dark spots is flaking / peeling in areas and the overlay does not consistently meet the brick. We have notified him of this but haven't received a response. In addition, he stated the new antique color would come in soon several weeks ago but nothing has been done to date. We've attached pictures of the flaking and overlay not meeting the brick.

*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. ↩