Concrete Contractors
Mid-Atlantic Concrete And Improvement Specialist LLCInformation and Alerts
Service Area
- Aberdeen, MD
- Aberdeen Proving Ground, MD
- Arnold, MD
- Bel Air, MD
- Bowie, MD
- Cockeysville, MD
- Columbia, MD
- Crofton, MD
- Davidsonville, MD
- Dundalk, MD
- Edgewater, MD
- Elkton, MD
- Ellicott City, MD
- Fallston, MD
- Gambrills, MD
- Glen Burnie, MD
- Havre De Grace, MD
- Joppa, MD
- Joppatown, MD
- Middle River, MD
- New Windsor, MD
- Owings Mills, MD
- Parkton, MD
- Parkville, MD
- Pasadena, MD
- Perry Hall, MD
- Pikesville, MD
- Randallstown, MD
- Reisterstown, MD
- Rosedale, MD
- Severna Park, MD
- Timonium, MD
- Towson, MD
- Westminster, MD
- White Marsh, MD
- Windsor Mill, MD
- Anne Arundel County, MD
- Baltimore County, MD
- Baltimore City County, MD
- Harford County, MD
- Howard County, MD
Alert Details
This business has 3 alerts.
Pattern of Complaints
BBB files indicate that this business has a pattern of complaints concerning contract, customer service, service, repair, and refund issues.
On 10/07/2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
As of 10/12/2024, Mid-Atlantic Concrete and Improvement has advised of the action plan being put into palace to avoid similar issues:
1. We have implemented a software called one click contractor into our companies network we have provided every sales person to be trained and walked through the entire progress for instance when clicking on the customers name it will pop up with all of there information such as addresses and phone numbers and all. When typing out the proposal it prompts you to add customers selection for instance if they are getting a stamp concrete patio you would select stamp patio, and it will have a color chart pop up that the customer has to initial next to the color they would like, and they would have to initial next to the stamp release there will be no more handwritten carbon paper or even our 11-page contract this is good thing to bring in so the customer is aware of what they are getting are we. Also, the customer receives a digital copy of the contract in seconds they can sign it remotely or sign it right on our tablets. It makes it a lot more user-friendly we agree this will be a push in the right direction to eliminate complaints because it makes our customers a lot more aware, and it also gives us all the information for the complete project it even integrates with market sharp which is our scheduling CRM.
2. We have also implemented an entire escalation division who can talk to the customers in real time and being more available for the call ins when there is an issue with scheduling or even an issue with work. These employees work 4hrs remote a day then 4 hrs mobile to be able to visit the consumer's house that we can take notes and add them to our rework schedule to take care of their problems in real time instead of having delays in warranty work we will stay on top of all the warranty
work or customer complaints coming in as they come in that way we can address the relatively faster for the consumer and hopefully make the consumer happy by being able to talk to somebody about there concerns and the escalations rep now become there POC through the warranty work that we have to do or any of their issues so they have a direct line to an employee that can wave a decision and help them we are hoping this mitigates issues with communication and overall make a happier customer
3. We have had a crash course with sales people/project managers we have found that we are sending them on to many appointments throughout the week that they lose track with consumers because they are always constantly busy weather that be at sales appointments or checking in on other jobs so we have limited the amount of leads per sales person to down to 3-4 sales appointments a day, and we have also limited a total amount of job starts a day due to the fact of cant being in so many places at once. We believe in what we are calling is follow-up hour which will be every day 1 pm to call into their current customers and give them any news that they
may have regrading the project or other information so from 1pm to 2pm they will have no leads scheduled during this time and all of their jobs will already be started they will also be sending in notes from there calls with the consumers just in case they need further attention and having more questions we have a designated rep in place to reach out to customers for furthering the conversation with these reps we are actively trying to hire a trained rep that specializes in customer relations. We will have one by October 31st, 2024 we think this will also mitigate a lot of the issues we experience.
All changes will be completed no later than October 31st the main one we are waiting on hiring a trained customer relations manager that would be able to assist us further we have already implemented all the other changes with the company such as one click and escalations team we have manage to hire 4 reps for escalations which we have trained them already and showed them the expectations of the job we are company that is continuing to grow so we are just having growing pains going through the changes with influx of work, but we are always open to adapt to changes we have tried many new avenues as the BBB knows we have been to Texas doing concrete we have been in multiple states we do an extreme number of projects yearly in just concrete projects we do projects. We have constantly been a top performer in the concrete world we have over 89 employees that work here from crew members to office staff we bring in a revenue of about 800k a month in sales we try our best to stay on top of them and will continue to work forward to have our customers have a better relationship with us, we will keep pushing to roll out new things to make it a better environment for the consumer. We will also continue to answer any and all complaints in a timely manner like we normally do.
*BBB shall continue to monitor this company for further developments.
Licensing 1
On 12/10/2024 the Dept. of Labor, Licensing & Regulation (dllr) suspended the license of Mid-Atlantic Concrete And Improvement Specialist LLC. BBB encourages you to contact the following agency or agencies to confirm this information: - www.dllr.state.md.us/license/ - 4102306001
Licensing 2
On 12/10/2024 the Maryland Home Improvement Commission suspended the license of Mid-Atlantic Concrete And Improvement Specialist LLC. BBB encourages you to contact the following agency or agencies to confirm this information: - http://www.labor.maryland.gov/license/mhic/ - 4102306309
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