ComplaintsforEvergreen Concrete Cutting Inc

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a home owner with zero experience or expertise in concrete cutting, I expect service providers to provide expertise and guidance. Evergreen doesn't offer that, nor are they willing to fix a mistake unless the customer pays for it. In this case, when the saw-cutter (a great guy, btw) from Evergreen arrived to cut two 4"x14" crawlspace vents in my foundation wall, we had a brief conversation about where to place one of the vents along an 8' lateral span to choose from. He suggested to cut the vent dead-center on a floor-level window, and I said "sure, sounds good". Had we looked inside, we would have noticed that there was an **** register right where he cut the hole, so the **** duct that terminates at the register completely blocks the newly cut crawlspace vent. But according to the sales guy at Evergreen, it's entirely my responsibility to direct the saw-cutter where to cut. So he was going to charge me an additional $375 (full price) to re-do the cut. And of course, I still have to patch the first hole with concrete.

  Business response

  11/22/2022

  Evergreen Concrete Cutting is a service provider, offering labor for the concrete saw cutting process. We rely on our hiring contractor to provide all layout on each jobsite. In this case the homeowner was acting as his own general contractor, and was required to provide layout prior to our arrival.

  
  The homeowner was provided with an Estimate, prior to our arrival on site, and demonstrated his acceptance of the Estimate (and its terms within), when he scheduled us out to perform the work described. Within the terms of the Estimate it very clearly states that the Customer is Responsible For All Layout, Permits, Project Specific Bonds, and Protecting All Vital Areas Into, Out of and Around Cutting Area From Water and Dust Damage- Prior to Evergreens Arrival on Jobsite.

  
  When the saw cutter arrived on site and there were no lines painted, or marked, he requested the assistance of the homeowner to direct him where to cut. As mentioned in the complaint neither the saw cutter, nor the homeowner had looked inside to notice any obstacles in the way of the cutting location.

  
  As the homeowner, acting as general contractor on this site,it is indeed the responsibility of the homeowner to direct the saw cutter according to his own plans, specifications, or intentions for the saw cutting. We, as the labor provider, have no access to such information, and therefore would not be able to make an educated decision as to where the cut lines should be laid out.
  
  When the homeowner contacted us to discuss the matter afterward, this was explained to him. If the homeowner would like us to come out and cut another opening, we would indeed need to charge for the minimum call out charge ($375), just as we would for any other customer who had made a mistake during layout and needed additional cutting.

  
  We provided a service, as described in detail both verbally,and in writing. The homeowner was satisfied with our services, until he discovered he needed a new opening, and we would not be able to provide that service free of charge to him.

  Customer response

  11/22/2022

   
  Complaint: 18436061
  
  I am rejecting this response because, as stated in the original complaint, a home owner should be able to expect a modicum of expert advice, guidance, and counsel from any/all service providers. A crawlspace expert had recommended that we add more ventilation holes in our foundation wall in order to mitigate the mustiness that was coming up into our house. So I researched local concrete cutting companies and selected Evergreen. When the concrete cutter from Evergreen suggested a specific location to me (who has absolutely zero experience in such things), I trusted his expertise. The problem would have been avoided had the concrete cutter simply said the following: "Before we start to cut, let's confirm that this location won't impact electrical, plumbing, or HVAC". As stated before, the individual concrete cutter was great to work with, and this was an honest mistake, but I hold the Evergreen responsible for the lack of training and guidance to its employees. Filling the written estimate with disclaimers should not absolve Evergreen of any responsibility to take care of the customer. 
  
  Sincerely,
  
  *****************************

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