First of all I really didn't want to come here, but here I am. 7 years ago I called Sure Loc to do a walkway in front of my old house in Mississauga. They did a really good job although there were minor issues. Overall, however, I was quite happy with the price and the quality of the job. Understandably I called them this time. The company has grown and things are different. I addressed the issues I had with them 7 years ago and our saleman assured me that things will be different. Yeap! This company just does things and expects you to have the money ready once they show up, but they don't tell you when they will show up. They excavated one day without any notice, took the old stairs out but didn't bother to put up anything temporary so I didn't receive any mail for a week because the mail person could not climb the high porch. That's one issue. The next I was contacted by one of Sure-Loc's representatives to collect the money. The individual was pushy but that doesn't bother me. I can appreciate the responsibilty she has although I can image how many people could become upset. After a week they showed up and started doing the work. Also without any notice.
Installation is not the greatest, there are GAPS in the steps, they installed 2 BROKEN STONES in the tudor wall or a tree ring. I didn't notice that initially because of where the stones are.
I called our sales rep like he instructed me but he was very unphased by my observation. He told me he will look into it and call me back. Never heard from him. So I called Scott who was overseeing the installation and he sounded totally surprised that broken stones were installed. He told me that they would come later the same week to repair the job. Haven't heard from him. So I called the main number and spoke with Customer Service. So after I fulfilled my obligation of paying for the job they are not interested in contacting me regarding the broken stones and gaps in the stairs. Really, how do you miss installing broken stones? Obviously they knowingly did it and hid it from plain sight behid the shrubs.
Evidently it doesn't always pay to be a returning customer and it really doesn't mean anything anymore.
Update: The owner contacted me himself which is appreciated. The broken stones were replaced. Thank you. Lot's of followup afterwards. I am still boggled and the overall quality of the job certainly is not what I expected based on my previous experience.
