ComplaintsforAtlantis Concrete Ltd

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Atlantis Concrete to build a concrete patio to cover most of my backyard. In my initial interactions, I found the owner to be knowledgeable in how to plan the work to fit the space and responsive to my questions. The quoted price was competitive to other quotes. The demolition work was done quickly with no damage to surroundings. And the concrete pouring seemed to go well. However, after the concrete was poured and payment was made, Atlantis Concrete's communication with me dropped dramatically. I did not get any guidance on how to care for the newly poured concrete as it cured (e.g. to reduce fine cracks). Shortly after the concrete hardened I notified Atlantis Concrete that some of the concrete surface sloped towards my house foundation and water was pooling in another section. However, they did not offer any help to address the situation despite numerous emails over the last two years. I did not receive any response to my last three emails and phone message. The company claims to aim for 100% customer satisfaction, but I have not personally found this to be true.

  Business response

  20/06/2022

  Hi ******,

  Here is my response for the customer complaint.

  
  

  ******** hired me to do the work in his backyard, three years ago. On my site visit he explained to me what needed to be done.

  Our work involved the breakup and removal of:

  • The existing concrete excavation, 
  • Form work, 
  • Installing base, 
  • Laying rebar, 
  • Placing and finishing of concrete.

  When we got to the stage when the form work was finished, I pointed out the problem for *** ***** to look at, it was the existing sidewalk sloping towards the house where the new concrete will join in to it. I also pointed out, this will be a problem, because the water has no place to go and will create a small puddle.

  The option that I suggested to fix the problem was removing the sidewalk panel, but *** ***** didn’t want to spend extra money for that, and that was the reason why the problem was not fixed.

   

  Our work also involved the re-finish of the existing stairs leading to the back door.

  I hired a contractor for this job, when he finished I went there to check on it and saw that *** ***** went behind my back and made a deal with the contractor to complete additional work.

   

  I asked him “what happened” and he said “I hired the contractor to do the rest of the work.” (Which was the retaining wall and another staircase going up to the garage)

  I asked him “why he didn’t mentioned it to me, or hire our company to do it?”

  And his answer was “I just paid the guy cash to do it.”

   

  I hope my explanation will help to resolve this situation. 

   

  Best regards,

  Gabor M***** 

  Atlantis Concrete Ltd.

  Customer response

  24/06/2022

  Complaint: ********
  

  Hello ******,

  I am glad to hear that Mr. M***** responded.
  
  There seems to be an unfortunate misunderstanding. I agree with Mr. M*****’s assessment that the existing sidewalk beside the new concrete patio sloped towards the foundation and caused water to pool there. That said, *this issue was in fact was fixed in Dec 2020*. Attached are a quote and invoice of the work.
  
  I had mentioned multiple times to Mr. M***** that the sidewalk issue was addressed so I don’t know why he said that I did not want to spend money to fix it. In the Nov 3, 2020 email, “* **** ** ***** ***** **** ******* *** ******** ** **** *** ***** ***** **** **** *** ******” And in the Mar 30, 2022 email, “* **** ********** *** ******** ****** **** ******** ****** *** *** ***** ******* ****** *******”
  
  The issue that remains is that a small section of our concrete patio slopes towards the house from day one, which I’m guessing neither Mr. M***** nor I want. In general, Mr. M***** seemed quite careful with the drainage of water, using two drains in the design of the patio. Most of the patio drains well. I believe that the sloping of the patio towards the foundation was unintentional and not by design. But unfortunately each time it rains (which is frequent here in Vancouver) a sizeable pool of water (10+ sqft) forms in one area of the patio and water pools at the house’s foundation. I have had to place a sandbag to prevent water from getting to the foundation, which looks unattractive on a new built patio. I have communicated this to Mr. M***** through emails with photos.
  
  I reached out numerous times, during the warranty period and beyond, expressing this issue and Mr. M***** eventually stopped responding even when the issue with the patio remained. Beyond suggesting the sidewalk fix, he has not come over to assess the issue in-person and to discuss ways to fix the issue with the patio itself.
  
  In summary, I am rejecting this response because there are two issues that I as Atlantis Concrete’s customer continue to be unsatisfied with:
   · A small section of the concrete patio slopes towards my house foundation since it was built.
   · Not being able to discuss this issue with Atlantis Concrete to come to a solution that would be acceptable to both of us.
  
  I am requesting that Atlantis Concrete restart communications with me in good faith, acknowledge the sloping issue, suggest way(s) to fix the issue, and take reasonable steps to fixing it. I am looking to their expertise in concrete patios for a solution, and appealing to their desire (as stated on their website) for customer satisfaction.
  
  Best regards,
  ****
  
  p.s. The matter regarding the additional work is a separate issue which I have already discussed with Mr. M*****. I am sorry that Mr. M***** felt I had gone behind his back, which was not my intention.
  

*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. ↩