ComplaintsforBurnco Rock Products Ltd.

• Initial Complaint

  15/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 16, we did our concrete pathway.12:24, first load concrete finished pouring 12:30 second load arrived 12:48 second load started pouring 1:11 second load finished pouring 3:30 second load drying too fast, concrete color turning white, at meanwhile the first load is still drying.4:50pm, second load completely dried, people can walk on it without leave any footprint on it On the same day, cracks came out. Trades contacted this company, the second day, more cracks appeared. Since then, we contacted this company more than 50 times to request the site visit, but they just kick us around between different departments. After 2 months, the company sent 2 persons to our site, they told us to agree to take a test of concrete. We agreed on take the test for mixture. Because I believe the mixture is causing the concrete drying too fast, but the company did the test of strength. Although the second load concrete strength met the building code, but it still not as hard as other loads.After the test, I contacted this company again, they said "We made our point, you have a good day: Which is not acceptable for them to leave such a mass on my home!

  Business response

  13/09/2023

  BURNCO values its customers and takes all concerns seriously.  BURNCO has investigated this issue and has concluded that (1) the concrete supplied met *** and BC Building Code requirements; and (2) the cracking this customer experienced is the result of the placing and finishing of the concrete (including the failure to introduce control joints) which was not part of BURNCOs scope of work.
  
  BURNCO supplies concrete in accordance with the *** and BC Building Code specifications and is supply only in the BC market.  What this means is that BURNCO has no control over the concrete once it leaves the truck.  We deliver concrete to the jobsite, but others "place" and "finish" it.
  A bad mix could lead to cracking, but in this case BURNCO responded to the customers concern by engaging a 3rd party engineering firm who tested the concrete at the customers home and confirmed the concrete mix exceeded both *** and BC Building Code specifications.
  
  As the engineering firm confirmed the mix met standards, we investigated the placement and finishing of the concrete.Cracking of finished concrete most typically occurs because of the method of placement, whether water was added, and what cutting/curing methods were used.  In addition, ambient conditions such as wind, temperature and sun can accelerate drying of the concrete surface and can promote early shrinkage cracking which requires the finishing contractor to take additional care to mitigate the risk of cracking.  Notably, in this case, the concrete was finished without any crack mitigation (control joints/cuts), which is standard in applications of this type.  Control joints or cuts are critical to ensure that concrete does not crack.
  
  While we are sympathetic to the Customers concern, the concrete cracked where there should have been control joints,which is a placing/finishing issue, not an issue of quality of supply.  We wish the customer the best in resolving this issue with his placing/finishing contractor.

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