I contracted this firm back in 2002/3 for the walkway and backyard patio of a new Acorn development that had just been built. It was explained to the sales representative that if we were to proceed, timing was essential. The issue being that the project would rely on using neighbors properties to access our own due to being a free hold town home complex. The fences hadn’t been installed so access was available but as stated, we were using other peoples properties to gain access to the backyard. I was assured that this wouldn’t be an issue. Obviously my neighbors did not provide unlimited access as they had their own projects to take care of. Patterned Concrete showed up, commenced work and then disappeared. What was supposed to have been a relatively quick job turned into a long nightmare with numerous phone calls to find out when work would recommence. I would be told that the men would be returning on a day and no one would show up. Regrettably this became the norm.
Finally the project was completed but not without a great deal of frustration. The finish looked great so I just tried to put the past behind me and get on with it.
The maintenance person from Patterned Concrete who had performed the parging and fine details on this project left the company and approached me for maintenance. He performed the work when required.
Recently we tried to get hold of this individual who performed the maintenance but his number no longer works. I suspect that he's no longer in the business. My wife contacted Patterned Concrete through their website for a service quote (minor repair and maintenance). She didn't receive a reply after quite some time of waiting. She called Patterned Concrete and spoke to Connie. Connie informed her that her computer had a memo about not wanting to use Patterned Concrete or something along those lines so she ignored the request my wife made for a quotation. When she informed me about this, I called Connie to find out what this nonsense was all about. Connie told me that years after the installation of the concrete, someone had supposedly contacted me and that I had told them that we didn't require their services. I don't recall the call but its possible. Why a call from years ago has anything to do with a current request for quote is beyond me. Why Connie would ignore current request for quote is very unprofessional. After speaking with her, she requested that I send photos of the concrete so she can get an idea of what has to be done and provide a quotation. The photos were sent to her immediately after getting off the phone. The following week I sent an email requesting a confirmation that she had received the email and when a quotation would be issued. I didn’t receive a reply to that or numerous other emails or phone calls.
Without going into far greater detail, the phone call between Connie and myself was on June 5 and the date now is July 10, 2015. I have yet to receive a quotation!
This firm is ultra unprofessional!
The Plot thickens....
I am informed by the President of the company after repeated emails to Connie (many of which were cc to the president) and phone calls (the last call being last week where again I was promised a quotation which failed to materialize even after sending one of her staff one month ago to inspect the property) that they will not work on the back yard because they do not allow employees to bring toxic chemicals into peoples homes. Interesting, as the sales person who sold me the patio never made mention that once the patio was installed and the fences were in place, we would be on our own if a future issue or maintenance were to be required! He also informed that they don't assume work that others have been doing (even if it was one of their own ex staff). Another issue which never was mentioned or documented.
And the best is yet to come... He is furious that I reported what has transpired on this site. He won't provide a quote which is all I was seeking and it's obvious that he's punishing my wife and I for using his ex staff member for maintenance.
I don't know about all the other references here giving them a 10 rating (some of which I question) but I can say that I know of other unhappy clients who have experienced issues with this firm.
I made it clear to the president to please just provide a quotation. If its acceptable, lets get the work done and lets move on.... as for this critique through this site (which was a last ditch attempt to get his attention after numerous communications.... it can be edited for the better or the worse.... I never received a reply..... so it's for the worse....
I highly suggest seeking an alternative firm who will offer stamped concrete if you're dead set on it.
If you do decide to use this firm:
My suggestions are as follows:
Set a contracted completion date.
Charge a daily fine for each day that the work is delayed (for the exception of weather which prevents work) to come off the total bill.
Don't allow these people to install french drains!
Have everything and I mean everything documented. (Don't take them at their word for anything)
Hard to believe this all started over a request for quote!
In reply to your response.
When did I verbally abuse your staff? Even through all of this nonsense, I've kept my frustration in check (no verbal abuse) so I have absolutely no clue what you're talking about! As for blaming the fact that you didn't get a quote out to me in two months due to Connie's loss is pathetic. I feel awful for her but that has no bearing on this what so ever. In all the times I communicated with her, promises of getting it done repeatedly never materialized. As for not taking your materials through my house. Your sales person was well aware that access to the back yard would only be through the house. He never informed me or my wife that your firm would not provide after sales service for your product. Perhaps its time to consider legal options as a last alternative. Your firm owns the patterns so I'm stuck having to work with Patterned Concrete, resurfacing or having it removed.
Nothing about your firm is professional!
As the principal of a company, all of this could have easily been resolved but all you do is throw fuel on the fire and claim its the other guys fault. The fact that your firm is franchised compounds my problem as the Mississauga location cannot consider working in this location due to contractual obligations. I'm seeking to resolve that by contacting your head office and hopefully speaking to someone in authority who can figure out why you're conducting yourself in this fashion and resolve this amicably.
