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MadHatter Concrete Services

Phone: (403) 891-8387

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
12/14/2015Problems with Product / Service | Read Complaint Details

This dispute has been a battle for my family and I for a year and a half now. We had originally had our concrete done by this company's son as a side job for our brand new house. We had stated from the very beginning regarding the water issues and how this concrete would have to be constructed. Our biggest concern regarding the water was that it has to be constructed so the concrete would be sloping towards the center and out to the sides. Reason being because our house is built on a slant and the water would go towards our house which can damage the foundations of the house. We had come to an agreement that the water issue would be noted while building the concrete and their work had started. We of course, had paid them for this job once it was all complete. However, once the job was done and they had received our money, we wanted to test if the slope was created and if the water issue was addressed. To our shock and disappointment, the water had went straight towards our house. That was when we filed our first complaint with the company's son who had done the job. He noted our complaint and had come over a few weeks later to draw a few lines into the concrete, telling us that this would fix the problem. We tested the concrete again, and the problem was still not fixed and the water was still going straight towards the house. We filed our second complaint right after telling the son that those lines didn't fix anything. We didn't hear back from him and winter season had started which meant their work season won't be started up again till next year. We had to wait through the seasons of snow and rain as we watched it all melt and the water kept running straight towards our house. Since we were a new house, we had house inspections done every few months. They had addressed our concrete was a big problem and it would have to be fixed as soon as possible as the foundations of the house were already starting to be at harm. Into the new year (which is this year), we had started communicating with them again in April. Due to the lack of response, we took matter into our own hands and filed our third complaint to management. We stated that we had waited close to a year to get our problems addressed and nothing has happened yet. They responded that they knew we had these problems and had taken a look, but haven't been able to figure out a solution and no one had followed up with us to let us know what was happening. They tried a quick "fix" on the concrete, but we started to notice cracks in the fixes right away. We filed yet another complaint to management and they knew that fix didn't work, but yet again, no one followed up with us with any solutions. Finally at the beginning of August of this year, they had finally decided that they would have to demolish the whole concrete and start all over again. They said that they will fix their son's job, but they had to build a wall which they will charge us extra for. We weren't happy with that, but we agreed to pay for it once everything was finished as we understood this was something "new" in a sense to our old existing concrete. We signed the contract and waited for the job to start. It is now almost end of September and our concrete is still not finished. We even have damages to our detached garage siding from their job. We have spent every week contacting them asking them when the job would be finished, and every single time we get it would be this weekend or the following week. Nothing has changed to our concrete, but only the bit of all that they had to built. No concrete has been poured over, only gravel remains. We finally have had enough with the company and contacted them last week. We stated that we are sick and tired of waiting as we have waited for a year and a half to get this job done properly. We stated that we would be reporting them to the BBB and that they will not be receiving any extra money on the new contract as the job is still not finished. They never contacted us back with anything after that. Winter is quickly approaching and we will have to wait another year to get this job fixed.

Desired Settlement
We have no confidence with this company whatsoever to continue or finish our job. We have already told them that they will not be receiving any money for what they have done as they have not completed anything and have now inconvenienced my family for another year. We demand to get our money back from the first job as nothing was done correctly. They have made damages to the siding of our attached garage and have risked our house foundations for our new house that we just purchased last year. We will be seeking a new company next year to do the job properly and to finish with they have done. We want everyone to be aware of our experience and that people should stray away from this company and their practices.

Business Response
Hello, i would like to first say regarding this complaint that a few of the facts need to be clarified. First and foremost Madhatter Concrete never did a quote or had a contract to do any work what so ever til aug of this year. Mr. **** went out and found someone to do his concrete work. It was not me or my company.
It turns out that my son found himself a side job and came to terms with Mr.**** and went ahead and didnt do such a great job. Being it was my son i stepped up and tried to help by making the job right.
After a few attempts at repair it was obvious that the pad was going to need to be removed and replaced but not before there was a retaining wall put in place and a set of steps down the side of the house was agreed to.
So to this point Madhatter Concrete is out the cost of labor to remove the original pad, the cost to construct and complete the wall( which was agreed to by contract) and the new stairs. the customer had decided to not go with the sidewalk down the side of the house just before we started so they were not complete.
Since the company had no financial stake in the original job i can not speak to that part but the work Madhatter has done to this point has not been paid.
Im sorry but madhatter Has completed its part of the contract and has yet to be paid.
The pad was to be poured at our expense but on our schedule since there was to be no money changing hands for this part. I received an email that said if we werent coming in the next couple days not to bother. so we didnt.
As far as Madhatter is concerned this bill is not paid so no more work will be done or offered.

Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
Hello again. I would like to just point out that your son who had previously done the job did have your company's stamp on the invoice. In fact, there are 2 stamps which I can attach to this complaint. I would also like to state that if it was already known that the concrete would have to be demolished and redone, then why was that not done sooner? As I remember, bits of concrete were attempted to be poured over in certain areas to hope to fix the problem. We had let you know and showed you photos that it did not work and it in fact had already started to lift and crack. You told us that you had already knee that had happened, but never followed up with us as to what your next step would be without us reaching out to you first. We can also show what our current concrete looks as you had stated in our contract that you would still have to pour in concrete. Why should your company expect to be paid when you never finished the job? As far as I am aware, you do not get paid if you haven't finished your job. You cannot demand for us to pay your company just so you will then come and finish it. Just so you are aware the season is over and we are stuck with unfinished lousy concrete again for another year. I will be attaching all emails and contracts to this complaint and many photos of the process that your company has taken us through and as well as damages you had made for our garage siding. I will however, attach the first contract for yourself to see that your company's stamp is definitely on the contract.

10/21/2015Problems with Product / Service | Read Complaint Details

we had driveway extended june X XXXX april XX XXXX we get message from madhatter concrete services that cement was inferior
have contacted several times never once gave date and time to repair the cement now sept n1 still nwaiting

Desired Settlement
fix poor quality cement job

Final Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
he has had since april to come around last few months he does n ot answer phone nhas never given exact day no re-plies from voice mail and emails
based on this we dont believe he will do the repairs

08/10/2015 | Read Complaint Details

Good Morning. On June 23rd, 2015, I contracted ***** **** from Madhatter Concrete Services to pour a 25' concrete sidewalk from the house to the garage. The starting date was confirmed to be June 30th at 8:00 am. When nobody had shown up by 11:00 am, I texted ***** to get an update. *****'s response was: change of plans, we'll be there tomorrow at 8:00 am. I was naturally disappointed as I had cleared my day to be available to the crew. The crew finally arrived at 10:00 am, June 30th. The work was done, and completed sometime before 2:00 pm. (I had to leave around 12:00 pm and returned to the house at 2:00 pm). Shortly after 2:00 pm, I received a call from ***** demanding to be paid in full. As the concrete had just been poured, and the wooden forms were still in place, I refused to pay until the job was completed. ***** became very aggressive and intimidating. I therefore offered to pay half that day, and half when the job was completed. ***** refused and we settled on July 2nd, when the forms were removed, the gaps between the soil and the cement were filled and the cement was sealed. ***** and his son, ****, arrived as scheduled July 2nd, removed the forms and demanded payment. I hesitated as the edges of the cement was not sealed and the soil was not replaced. They assured me they would be back that evening at 6:00 pm, so I paid them in full and in cash. I have reached out to ***** and **** several times since then, with absolutely no response. I now ask for your help in getting this matter resolved as the only reason I had this job done, is my 90 year old father is coming to Calgary for a visit, and I wanted him to walk with ease from the house to the garage. Thank you in advance for your help in resolving this matter.
****** ********

Desired Settlement
I would like for the sides of the cement to be sealed and the soil to be replaced as ***** had promised.

Business Response
Contact Name and Title: ****** ****,Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***************************
Good afternoon,thanks for forwarding this complaint.
I like reading good stories and other peoples versions of what really happens in these type of cases. As stated by the customer my company showed up on the day and put in a new sidewalk as agreed. The work was done efficiently and properly and the site was cleaned up afterwards all as agreed. When the customer refused to pay once the work was done ,i may have sounded a little aggressive because i was expecting to be paid as we had agreed.
For some reason some people dont understand with concrete that the job is complete once the finishing is done. When you hire a plumber to fix the toilet, you dont get to poop for a week to make sure it works before you pay the plumber, you pay him when hes done.
When this job was agreed to, at no time was replacing sod or dirt after the forms are removed was discussed or agreed to, this is a courtesy that we provide to give the finished look. It had become quite obvious that courtesy was not been reciprocated as we were not paid when promised so the fact the customer has to buy a $2 bag of dirt to finish seems acceptable.
As far as sealing the sidewalk, it was done rite after the pour. The sides dont get done because there in side the forms and never get done.
After reading this complaint and seeing all the exaggeration in the times and all the fact that the customer tried to change the times for delivery of the concrete to meet her schedule instead of mine, the guy doing the work, and then had called the concrete company and suggested cancelling on the pour day because we were not standing on here door step at the stroke of 8 in the morning.
Im sorry but there is no resolution other than saying thanks for the work and good luck with your sidewalk.

Industry Comparison| Chart

Concrete Contractors, Contractors - Retaining Wall, Concrete Contractors- Commercial

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