ComplaintsforQuality Cornerstone Services, LLC

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2021, had a stamped concrete patio poured. In June 2022 i notice there were multiple cracks in the concrete. I tried via email and phone ************ and ******************************** to reach out to *********************** however he will not return my phone call or email. Their website has a year warranty however I have been unsuccessful on multiple occasions to get them to respond to me.Please help get resolution.******************* ************

  Business response

  08/01/2023

   

  We are sorry to hear about having cracks in the patio.  We did originally speak a couple of times with **** when she first noticed this.  When we first spoke over the phone, the size of the cracks did not meet the requirements for our warranty.  A contract was signed that also listed our warranty information.  We work hard to prevent cracks, but they are never guaranteed to not happen.  We always use rebar 3' on center and fiber mesh in the mix design to give the best possible outcome and strength to the finished product.  Again, we apologize for that some cracks occurred.  Please see our written warranty below under the "what to expect" section:

   

  ONE YEAR LIMITED WORKMANSHIP WARRANTY
  
  At Quality Cornerstone Services (ProQCS), all work will be completed in a substantial workmanlike manner according to standard practices.  We work very closely with our concrete producer and material suppliers to provide you with the highest quality project.  We take great pride in our work and will do everything we can to satisfy you as a customer.  However, all of our concrete work is created by humans and even under the closest supervision possible, small imperfections can and will be expected.  Despite the skills of our workmanship, the quality of our materials and the strength and durability of concrete, our product is not without its inherent flaws. *** information that follows provides some of the common issues that you can expect when working with concrete and provides suggestions on customer care and usage.  If we are presented with an issue that exceeds the regular standard, we may repair or replace, as determined at the sole discretion of ProQCS.  Notice is given that all repairs are promised to return the subject to built integrity - not built appearance. No warranty is expressed/implied regarding the cosmetics of the repair. *** subject's appearance will be considered secondary to its long term functionality and durability.
  
  Important: Concrete will be damaged by many factors beyond Quality Cornerstone Services control. Damage from wear and tear, de-icers, chemicals, equipment, vehicles and other things are out of Quality Cornerstone Services control and are not covered by this Limited Workmanship Warranty.  Quality Cornerstone Services is not liable to repair conditions caused by ice melt/rock salt/de-icers, mag chloride (or the like), misuse or abuse, ground settlement, winter (freeze/thaw)conditions, accidents or acts of God.
  This warranty does not apply to, and is waived by the homeowner as to, any construction work that has been subjected to an accident, misuse and/or abuse, nor does it apply to any construction work that has been modified, altered, defaced, and/or had repairs made/attempted by the homeowner or others.
  This Limited Workmanship Warranty expires one year from the date of completion of the project.
  WHAT TO EXPECT:
  CRACKS - Concrete WILL crack.  We don't like it either but it will happen so we CANNOT guarantee that concrete will not crack, even in spite of all precautions having been taken.  If a crack appears,we may be able to assist in the prevention of further cracking.  *** standard for repair or replacement for cracked concrete is greater than 1/2" of an inch displacement either in height or gap in total length.  Cracks that exceed 1/2" of an inch in height or gap may warrant repair or replacement.  If we determine that repair or replacement is required, we will replace or repair only the affected area.  Repair of concrete cracks with self-leveling concrete caulk will be considered an acceptable form of repair.  PLEASE NOTE:  Surface or hairline cracks are not be covered.  Top coats and caps over existing concrete are NOT covered. 
  FLAKING or POPPING:  While concrete is very durable, it is not always without flaws.  ******** can have harsh weather with many freeze/thaw conditions and may cause the surface of your concrete to flake or pop off.  It is possible that a stone or stone(s) close to the surface will be exposed but such exposure WILL NOT compromise the integrity of the slab.  We are unable to warranty any damages caused by harsh weather (freeze/thaw conditions that are typical in ********).  *** standard for broom finished topcoat repair or replacement for flaking or popping concrete is a minimum of 30% of the total work area being affected.  Depending on the issue, we may warranty flaking or popping concrete if 30% or more of the total work area is affected.  If broom finished topcoat repair or replacement is required, we will repair or replace only the affected area.   
  
  DISCOLORATION:  It is NOT possible to match the color of your existing porch, sidewalk, driveway, etc.  Sometimes different pours on larger jobs are subject to variation in color.  Color variations are minor and may fade within time.  If you are considering replacing only a section or sections of an existing driveway, patio or sidewalk, please be aware that a color difference is very likely (newly poured section vs. older section).  It may be very noticeable and may take years to blend together.  Gray Concrete can make no warranty that our work will match your existing product.
  
  Colors represented on a computer screen or a printed brochure are just a representation of results and should not be relied upon for the final color of your project. Despite our best efforts, minor discoloration can still occur. ***re are a variety of different factors (such as: variations in slump, cement type/brand, finished texture, timing of operations, the curing process, choice of release agents, surface treatments, humidity and other weather conditions, age of concrete, etc.) that can and may produce distinct variations in color appearance.  Color variation is not covered by this warranty.
  
  SHIFTING and SETTLING:  It is common for driveways,sidewalks, porches, patios and garage floors to have some cracking or shifting over time.  This is not necessarily a sign of poor workmanship.  ***re is no way for us to prevent sub-grade settling, underground root growth or shrinkage of the subsurface layers. Although we strive to do all we can (compacting base, adding new base when needed, installing steel rebar, and having fiber mesh in the mix design when noted).  We CANNOT warranty against settling because the sub-grade level / movement is beyond our control.
  
  FROST HEAVE and CRACKING:  Throughout any given winter there are many freeze-thaw cycles.  During these events your concrete is likely / or possible to heave but will also most likely settle back to its normal elevation again.  However, your concrete is susceptible to cracking during the frost heave event.  Cracking related to frost heave is not a warranty issue.
  
  FINISHES:  Interior surfaces are generally finished smooth (basement floor, garage, sometimes porches and patios).  A smooth finish allows for easy maintenance.  Please be aware that smooth finishes are VERY slippery when wet.  Exterior concrete such as walks and driveways are broom finished.  A broom finish is less slippery and designed to be walked upon even when wet.  Stamped surfaces are sealed to help maintain the beautiful characteristics of the color and design.  *** sealer used will cause a slippery surface when wet.  Please view the information provided below regarding the use and importance of sealers.
  
  RE-SEALING DECORATIVE CONCRETE:
  Surface maintenance is out of our control as heavy traffic, heavy use and severe weather may and can negatively influence the performance of the sealer.  *** care and maintenance of decorative concrete is the homeowner's sole responsibility *** frequency with which you should reseal your concrete will depend on the areas exposure to cars, foot traffic, metal shovels / plastic with metal bands and any chemicals the decorative concrete is exposed to such as salt, ice melt and products of the like.  We highly recommend that stamped concrete projects be kept clean and resealed every other year or as needed.  *** longer you wait,the more likely you may notice the surface color fade slightly. Keeping a fresh coat of sealer will protect and keep the color as vibrant as the day it was installed.  However, keep in mind, too much sealer can cause a host of other problems, the most common is whitening.  Dog urine is extremely acidic and can cause damage to your decorative concrete.  We recommend cleaning it as soon as you witness it.  Please see our FAQ on our website: www.Proqcs.com
  THE RESEALING TEST: To determine if you need to reseal you concrete, sprinkle water on the concrete surface.  If the water is absorbed and makes the surface noticeably darker, the sealer has worn off and resealing the project will restore its original beauty.  If the water is not absorbed and beads on the surface, the concrete should still be protected and likely does not require additional resealing.
  
  
  
  
  Important Customer Care:
  
  THE DO NOT'S:  1) Do not drive on "new" concrete for at least 7 days.  2) Do not allow water to drain beneath the slab as this may cause settlement cracks.  3) Do not use salt or other de-icing chemicals on the concrete (This is especially harmful during the first winter).  If at all possible, hose off/free your car of any street salt, mag chloride or other city deicers before parking on concrete (particularly during the first year of the new concrete). 4) Do not allow your dog's urine (especially on your decorative concrete) to cycle through the numerous freeze-thaw cycles during the winter (this may cause a reaction and possible staining and discolorations).
  

  Customer response

  08/02/2023

   
  Complaint: 18539534
  
  I am rejecting this response because:  I never spoke with the contractor regarding cracks nor did he ever come out to the property to review the cracks.  Their website guarantees workmanship within a year of service and the cracks were documented well within a year timeframe.  There are several cracks in the patio that we continuously reseal.

  I contacted the contractor by the companies' phone and via email and never received a reply.

  I would like the contractor to come to see what they are able to do to fix/repair the patio.

  
  Sincerely,
  
  *******************

  Business response

  08/02/2023

  We reject this response.  We did initially speak on the phone,  the cracks were not even close to the specifications of a warrantable repair/coverage according to our written warranty.  Please see warranty.

   

  Business response

  08/02/2023

  We reject this response. We did speak initially about cracks. They were not in the specifications of our written warranty.  

  Customer response

  08/03/2023

   
  Complaint: 18539534
  
  I am rejecting this response because:  I have emails that I sent with no replies.  I emailed several times and left at least 10 phone messages. We never spoke about the cracks.  We spoke about a different issue.  Your website states a one year warranty.  I never heard a reply and after no response filed a report with the BBB.  I would like someone to come out to see what can be done to fix  the cracks.  
  
  Sincerely,
  
  *******************

  Customer response

  08/23/2023

  I received the reply from the BBB today.  How can the file be closed with a note that the business responded when they still to this day have not address the issue?  They told the BBB that they contacted me but they still have not.  I contacted them within a year of the service and they never reached out to me.  

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