Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The entrance to our Subdivision (Sunrise Subdivision) has had a pothole measuring approximately 16 inches in diameter and perhaps 6 inches deep for several years. We decided to do a repair and chose PotHole Heroes for the job. We accepted their proposal 25 July 2023. 16 August 2023 I requested a start date. I was given 12 Sept 2023. I believe that repairs began 13 Sept 2023 and was completed that day. 20 Sept 2023 I sent an email to PotHole Heros stating the repair was better but not as good as we expected. 5 Oct 2023 I sent another email stating that our home owners are not happy with the repair. Now the excuses begin, I have transcripts of the emails but not the phone calls made/received . Hi ***** it has been brought to my attention about this issue. We already raise it quite a bit, if we keep building it up it will create ponding issues and trip hazards because we have to match the existing curb.Please let me know you thoughts about this. I asked the gentle man doing the repair on day 1 " Will this curbing cause any issue?" He stated "No!"31 Oct 2023 Good Morning ********************** will take a look at the area to see whats wrong with it. Could you please let me know what do you see that youre not satisfied with the repair? So that we can remedy that for you.************************* <*****************************************>Fri, Nov 3, 2023, 1:42PM to *****, me Hi ***** we will be there the first week of December, Ill let you know the exact date next week so that you can meet us there and make it right for you. ************************* Nov 8, 2023, 7:17AM Hi ***** we will be there December 14th around 9:00 am, could someone be there so that we can meet expectations No one showed up!!!************************* Thu, Dec 21, 2023, 11:38AM to me, *****, ******************* we attempted to make you happy with the first time we went back, we didnt hear back from you for over two months. Our contract clearly states asphalt repair (Patch) you have other issues that you need to take care of it like broken curbs and a roadway that is higher than the apron. (Nothing was ever mentioned to me there was a problem! See previous note that employee stated no issues noted!)We will be back the first week of January ( asphalt plants are close for the holidays ) if you wish we can stop by and discuss the situation and try to make you happy.This didn't happen.We just want the problem rectified before we go to litigation.!

  Business response

  02/04/2024

  Hello: Pothole Heroes strives to provide the best quality work available to our customers. Unfortunately,this customer was not satisfied with the work for reasons outside of our control. When a property has preexisting problems, such as the case here, when fixing asphalt there is only a certain degree that Pothole Heroes can do to improve a situation with a minor patch job. There is no guarantee that with a small minor patch job, as was the case with this customer, ********************** can fix a preexisting condition. After the initial repair, the customer was satisfied. Despite the satisfaction,after the repair, a representative from the customer requested that we come back out to again try and fix a preexisting problem, which we did so at no additional cost. After this second repair the customer was once again satisfied.

  However, since then rather than fixing the underlying issue, which is a much larger repair is needed for,a representative from this customer has resorted to threats to our employees and staff individually. We can only assume that the representative is doing this, in the hopes that if there are enough threats made against the staff, the company will do this much larger repair at no charge. However, there is no place or tolerance for that type of behavior, and our top priority as leadership is protecting the welfare and safety of our employees. We make sure that when one of our employees goes to a job site they are in a safe environment. 

  
  Unfortunately, when doing repairs certain jobs have underlying issues that a "fix" is not enough; and a customer must start from scratch or require a much larger repair. That is what is likely needed here. We wish this customer the best moving forward, but based on the threats that were made to our staff there will be no further involvement from Pothole Heroes. We do not wish to further promote hateful rhetoric so we will not be providing copies of the messages which have been sent to us.  

  Best Wishes,

   

  *******************

  General Counsel

  Pothole Heroes

  Customer response

  02/05/2024

   
  Complaint: 21134556
  
  I am rejecting this response because: We have several emails with the details of our complaint to the company that were to be address but the company refused to meet with us. As for being satisfied as Counsel suggest, we have never been satisfied but mentioned that the attempted repair was better. Before repairs were started, the individual sent to do the repair was asked if he would have any issues with the repair and he stated no. All transcripts of the emails are available for review upon request. 
  
  Sincerely,
  
  **************** Owners

  *****************************

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