
Serving Marissa, IL and surrounding areas
Approved
In business since 1991
Free estimates
Credit card accepted
"Overall: The company did ok. The nature of the repair turned out to be different from what I was expecting, but I won't informed of the difference. I hope the quality is adequate and the fix will last.
Punctuality: Brad came right on time for the initial estimate. When we decided to change the extent of the repairs, Brad made good accommodations to come to the house and revise the contract. On the actual date of the repair, Mike arrived generally on time as well.
Responsiveness: The company is very responsive in returning my calls, or messages.
Price: The estimate is in line with estimates we got from other companies.
Quality: The fix we were looking for, as well written in the contract, is "epoxy injection". We did similar repairs in 1999 by a different company, so I have general idea of what it is -- essentially filling the crack with epoxy to create a permanent bond. After Roberts completed the repair, I found out over the weekend that the repair actually was primarily polyurethane. The surface was covered with quick epoxy which also attaches the ports to the crack, but inside the crack was actually polyurethane.
I was very disappointed for several reasons. First, I conducted extensive research, consulted with a Structural Engineer, and decided on "epoxy injection". Secondly, the estimate said "epoxy injection", and I was expecting nothing less than the work nature and quality as we did in 1999.
I called Roberts the next day to complain about the work. Roberts argued that what they did is "exactly what epoxy injection means, because they used epoxy on the surface". It was beyond my belief in the playing of words.
To be fair to Roberts, I later did more research, and found out that many companies in the St. Louis area are doing "epoxy injection" same way as Roberts. So it is a problem not specific to Roberts.
Professionalism: All the people I worked with were curteous and polite. Where the company fell short is the empathy with the customer. When they came in and did the repair, they would see the repairs we did in 1999, and should know what they were doing would be different, and therfore the customer would be disappointed. At that point, I would appreciate they had a clear discussion with me so I could decide whether to accept this "different way" of epoxy-injection. I missed the opportunity to make an "informed decision".
After figuring out what all happened, I requested the warranty to be extended beyond the stated 7 years, since the fix with polyurethane wouldn't have the same strength as if it were filled with epoxy. The request was declined.
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