Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 14th we ordered a fine grade self levelling concrete for surfaces from the merchant.On February 15th it was delivered. The delivery person was being impatient and did not allow time for proper inspection nor paperwork. After the concrete was in place we noticed that we were sent the wrong concrete. The concrete sent was a thick graded concrete for foundations.In order to correct this problem we had to rent concrete grinders costing $649.77 + $757 labor, and still require the proper self levelling cement from Cavanagh which will cost approx. 2500$.We contacted the merchant to request a refund, they sent someone to file a warranty claim, however was advised that this is not a warranty issue.We should not have to pay twice for concrete due to the merchants negligence.

  Business Response

  Date: 04/03/2024

  The order placed by phone to our ************* was not for self-consolidating concrete or a special request for small stone. We do not accept COD orders for SCC unless a trusted professional is finishing the concrete. Had an SSC order been requested, it would have initiated a verification process through our quality control team, which did not occur and would not have been approved without trained professionals in placing self-consolidating concrete. 
  
  The ordered concrete arrived at 12:24PM for this job and the truck did not leave until 2:55PM meaning this concrete was on site for 2 hours and 31 minutes and that is not including the time it took to load, mix, and get to site. The concrete would have started to set based on this extensive unload time possibly causing placement/finishing challenges, where all placement/finishing is the responsibility of the customer. Placing this volume of ********************** should take no more than 60 minutes.

  The customer admitted that his team was not experienced in finishing concrete during follow up by our Cavanagh service team and unloaded the concrete very slowly. Our dispatch advised if the slab would require 32MPa C-2 concrete and was confirmed at time of order placed and product was provided to specification. This order was specific to product supply only. Unfortunately, this refund request cannot be accepted since this is a concrete finishing issue unrelated to our business.   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21345734
  
  I am rejecting this response because:

  The reason why the process on our end took so long was  because we were given the wrong product! For the type of concrete we were given, a crew of 6 or 7 would have been needed. We had a crew of 3 because we were expecting a concrete that was much easier to work with.
  It had been clearly explained that this job was a top off of an existing slab and not as the dispatch claimed, "the filling of a hole". There were no holes, only trenches for plumbing no more than 4" deep  and mainly a missing layer of around 2.25' on average for about 900 sq feet.
  The discussion most definitely took place with regards to the application of the concrete. We were given concrete that had stone in it that were far too big. 
  We dealt with ********* due to their 'expertise', therefore If we asked for agilia, which is a self levelling concrete, how on earth did we end up with concrete with **************** it (that is used for foundations) making it impossible to level nicely.
  As for payment, I called in strictly to give my credit card information (as per their procedures). Payment was not processed at that point since it was a call ahead of the order.  So I would not have had access to an invoice or any information on paper regarding the product until delivery, in which the delivery person failed to provide.
  The dispatch that took and processed the order is 100% at fault for this mixup, not us.
  Please refer to the recording.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 15/03/2024

  Unfortunately, the product provided was appropriate for the application and accepted. Had there been any concern of the product on arrival, it should have been paused and communicated to our team as it was first witnessed on the chute of the truck, not after the product was fully accepted by placing and finishing the entire job. We could have come to resolution prior to the concrete being accepted and placed on site while it was still fresh. It would have been immediately visible if the product was not the expectation. The product information is on the delivery ticket, if it was not collected on site prior to unloading, our dispatch should have been immediately contacted and could have immediately sent a copy for verification prior to accepting the product by unloading.  

  - The product you may be referencing is SCC (self-consolidating concrete) concrete does not self-level, there are still steps in how this product is appropriately placed. We do not supply SCC to customers without an approved finisher. We would not have approved shipping an SCC if that is what was ordered based on our approved procedures. Our SCC product was not referenced. "agilia" that you are referencing is not a specification of concrete, it is a brand name of a different product, from a different ready-mix supplier, with no relation to our organization. This competitor product does not self-level either.  

  - SCC products utilize 19mm stone and work very well. 19mm stone is poured in 4" slabs regularly with no issues whatsoever. Even if small stone was ordered, there can still be some protruding from the top of the slab if not finished properly. We also deliver loads larger than 7m3 to experienced crews of 2-3 workers daily without issue.    

   

  
   
  

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21345734
  
  I am rejecting this response because:

  -The product provided was not the correct product requested for its intended purpose.
  -The dispatch person that processed the order was specifically advised of the product we were looking for; Agilia Self- Consolidation Concrete,
  which is well suited for interior jobs such as Flooring due to its fine aggregates, minimal segregation and high quality surface finish.
  -Contrary to Cavanaghs response Agilia is a self leveling concrete (*please refer to article) and the fact that they claim otherwise is telling.
  -As per the recording, the dispatch person advised us that Cavanagh could provide a comparable product, suited for our intended purpose
  -We ended up receiving a non-comparable product (19mm course stone 32 MPA19C2 ) suited for exterior jobs such as foundations, gutters, curbs
  (*please refer to article)
  -Contrary to Cavanaghs claim it is difficult to detect stone sizing in wet cement especially when the driver is ******* the process due to time restrictions
  -Furthermore the delivery person failed to present the delivery ticket which would have aided in the advanced detection of the wrong product sent
  -Once the concrete settled we noticed the large course stones and immediately alerted Cavanagh as well as requested a detailed breakdown of what was delivered, which initially the dispatch person refused to disclose but then ended up sending a computer screenshot of the order (after much insistence)
  -Contrary to what Cavanagh claims according to;
  CSA Standards (4.8) ***** J / J.5 Roles and Responsibilities / J.5.1 Performance specifications / J.5.1.4 Concrete supplier
  The concrete supplier is responsible for procuring materials and producing concrete that will, in its plastic and hardened states, meet the performance requirements. This includes responsibility for implementing a quality control program to demonstrate and document that the product as delivered is of appropriate quality and will meet the performance requirements.
  
  -Furthermore, As per the Consumer Protection Act of *******;
  -Cavanaghs staff gave us misleading information stating that the product was a certain grade, style, model, or quality when it wasnt
  -Acted negligibly by not providing us with the proper detailed invoicing at time of delivery
  -As such and according to consumer protection laws this purchase should be covered under Warranties and Guaranties
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:19/09/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,We are building our dream house and we decided to have on all 3 floors, radiant flooring with a 1-1/2 inches of concrete topping. I called Cavanagh Concrete, because I purchased a similar product from them in 2019, and they directed me to the east end location. When I called the East End location, they put me in touch with *****************************. On August 15 2023, I ordered and received 6 cubic metres of concrete. the concrete supposed to be on site for 8:30 am but the concrete truck arrived at 10:30 am with a 2 hours delay. The concrete that was delivered had **** *************** and it and not 10 *************** as it was promised by *****************************. Also because the delivery was 2 hours late, the concrete didn't have the right slump ( 650 mm), it was not self levelling as designed and definitely very difficult to work with. I strongly believe that something happened with the concrete truck and by the time the truck got on site ( 2 hours delay) the concrete was getting hard. I had to order 2 more cubic meters because we had to prime the concrete pump twice due to the concrete being too hard from the first batch. 2nd batch of concrete ( the extra 2 cubic meters) was much better but still with **** *************** in it and not 10mm as I agreed with *****************************. Because of all these issues I had to pay the concrete pump for extra 2 hours, I had to order 2 extra concrete cubic meters, I had to pay the concrete finishers extra money because the concrete was hard to work with and I had to rent a concrete grinding machine 3 weekends in a row to grind away all the bumps and imperfections in the concrete. Only the rental of the concrete grinding machine cost me over $1000. I am asking for $1650 refund due to negligence, not respecting the delivery schedule and sending over hard concrete with **** *************** in it instead of 10mm stone.

  Business Response

  Date: 10/10/2023

  Good Morning,

  We are sorry to hear about the challenges faced during this pour. We were experiencing delivery delays on this specific day; however, the delay in loading the truck did not impact the shelf life of the concrete and resulting quality. The attachment is a screenshot of the batch system indicating time stamp of 9:35am. 

  Despite Cavanagh Concrete only being a product supplier, our Territory Manager, *****************************, met with Mr. ********* to provide advise on steps and equipment required to successfully place this product. ************************ advised that a line pump was required for this specific product and a boom pump was ordered and used. Gravity plays a role in segregating the stone out of the mix and creating placement issues when a boom pump is used, and concrete is left idle in the lines. We do not carry a 10mm stone, only ****mm is offered; regardless, the 3mm stone difference would not play a factor in the placement concerns experienced.  ************************ witnessed several 20min gaps in placement as there were only two workers placing the product when 5-6 were recommended for this type of job. ************************ also had to deal with a threat of a worker with a shovel on site when the product was being blamed on the site. The 2nd load went much smoother as the boom lines were kept flowing faster than the first load. Segregation concerns would not have been present if a line pump was used as recommended. Both loads met all the design specifications from the plant. 

  Despite Cavanagh Concrete being confident in the quality of the product supplied, we are willing to refund $1000.00 CAD for the delay in the start of the project to help towards the corrective action that was required.

  Regards,

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

  Customer Answer

  Date: 16/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    Please send an email transfer value of $1000 to ********************
   Thank you!
  
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