We met with the homeowners and were contracted to install three areas of stamped concrete though we never communicated that all the work would be done by hand. The homeowner's property is 0.21 acres and is enclosed by a white vinyl fence. The backyard layout is narrow and rectangular in shape. There are many factors that can impact the timing of a project; weather and delivery of materials are two such variables. The temperature during this installation ranged from 86 to 90 degrees. As with all exterior installations, the weather is the most significant factor. We stated in our contract this project would take five (5) business days, weather permitting and we met this schedule. We began the setup on 7/5/17, finished the setup on 7/6, it rained on Friday so we did not work that day 7/7, the weekend was 7/8-7/9, we placed 9 tons of process and laid out the project on 7/10, poured the steps on 7/11 and poured the patio, back pad and pad near double gate on 7/12, we stripped, saw cut and sealed the concrete on 7/13 this all illustrates we completed their project within a reasonable timeframe. Even if you include the rain date, the project from beginning to end took six (6) business days, one day longer than expected. Most would agree this is not unreasonable. The initial contract and addendum totaled $10,078.50 and we provided a 7% discount off of this price. We were contracted to pour three separate areas, the first was up against the home, between the vinyl fence and a wooden deck off of the home. The area was 148.50 square feet, this area we hand dug because there was no access and was constrained on three sides. The second area was a patio off of the existing wooden deck and this area was 287 square feet, the third was just inside the double gate and was 63 square feet. The total square footage of this project was 498.50 square feet. We did not increase our pricing for the one area that had to be hand dug, nor did we state such. The integral color is a powder color which is placed in the concrete truck and mixed through and through, the release powder is the highlight color broadcast across the surface of the concrete and allows us to place stamps on the concrete without pulling the surface and also provides highlight color to the texture and joint pattern of the stamp pattern selected. We utilized a dark gray integral color and a deep charcoal release powder, both of which are quite dark and satisfy most customers. As with any hand applied product, there will always be some degree of imperfection and this is also stated in our contract. Concrete installation is a craft product that is hand fabricated onsite and not a pre-manufactured product. We install an imperfect material (concrete) in an imperfect environment with variances in sun, wind and rain exposure. This means 100% uniformity of the final product is next to impossible to achieve. This is actual language in our contract of which both homeowners executed. We always try to address any expectations and had more than one conversation that we would, in fact, bring in a skid steer to excavate the patio (287 sq. ft.) and small pad area (63 sq. ft.) The homeowners did express their concern over the grass and we explained we had to use heavy equipment to excavate most of the work as well as place the process prior to the layout and placement of concrete. We also had to identify an area where the dumpster would be placed and that we would bring the concrete truck down their driveway. We joked, as we do with many customers, that we don't have a helicopter to place concrete and the grass will be disturbed, concrete placement is major construction. We not only mention during discussions but also state in several places within our contract that we are not landscapers, that there will be collateral damage to lawns because we need to bring in heavy equipment. We state that all efforts will be made to minimize collateral damage to the site and existing landscape. The site will be cleaned of all construction debris and debris associated with the installation. We include in our contracts for reasons such as this, both homeowners signed our contract and agreed to those terms. We did hand dig one area because there was simply no access. The entrance gate to the back/side entrance had a standard gate width and was tucked in between the vinyl fence on one side, the house on another and the third area by an existing wooden deck off of the home. This area we did hand dig because we had no other option. We did tell them we would hand dig this area though never implied or stated the entire project would be dug by hand. We also discussed where and how we would access the rest of the yard and were told we could use the double gate adjacent to the driveway. Contrary to the homeowner's statement that the neighbor said we became "too frustrated", how did this neighbor come to this conclusion? We did not communicate with any neighbors during the concrete pour. We did access the first area by loading a wheelbarrow and accessing the single gate to pour the 148.50 sq. ft. area. We accessed the driveway to pour the other two areas because that was always the plan and one which we discussed at length. The driveway was aged and had many cracks and indentations as is evidenced in the photos we took prior to beginning the project. For this project alone, we took 149 photos, we do this to protect ourselves from customers who claim we caused damage to their property. It is illegal to place a dumpster in the roadway and their front yard was too small to accommodate the dumpster so they advised us to place in front of their detached two car garage. The homeowner's driveway is very narrow, so much so that in order to drive a full-size pickup truck you must fold in your mirrors. We measured the width of the driveway, it is 116" or 9.67' and a standard concrete truck is 9.6', we had no choice but to also access the easement. If the truck had accessed the driveway exclusively, they would have hit the bay style extended window on the side of the home and likely would have damaged the edge of the driveway. When the concrete truck came down the driveway, one set of wheels was on the easement which is grass. We feel it is better to place topsoil and grass seed than to damage the edge of a driveway by the weight of a concrete truck. We did use chutes to place the concrete, had the homeowners been onsite they would have witnessed how we placed the concrete. When we placed topsoil and grass seed one neighbor came out to tell us how nice it looked and thanked us for doing so. This was the only time we had any conversation with any neighbor. We did not damage one section of city sidewalk adjacent to their apron/driveway. We have photos to show this was cracked, damaged and patched prior to the start of the project. We met with the homeowners onsite to discuss their disappointment and concerns and while much of where they felt we fell short including but not limited to landscaping and the rut in the easement, we agreed to come back to remedy the situation so they would be pleased. We have been in business for almost 30 years and have provided service to just over 1000 residential customers and hundreds of commercial projects. We are not in the business of disappointing customers and do everything we can to ensure all of our customers are pleased. In all the years we have been in business, we can count on one hand how many have been unhappy with our service. This is not to diminish their dissatisfaction, simply to cite it is quite rare for us as a contractor or any contractor for that matter who has installed for such a large number of customers. I had been in the hospital for a serious surgical procedure which is not to be taken lightly, it was quite extensive and while MB may have felt I was belligerent, I had just been discharged from the hospital and was doing what I believed was right and that was to hear their concerns and try to remedy so they would be pleased with the outcome. In no way are we dismissing their disappointment, we acknowledge they are not happy with the end product but we did return to address their concerns even though our contract clearly states we are not a landscape company and were told by MB "to get off of her property". As far as their out of pocket landscaping costs which she now says required $900, they originally told us they were quoted $700 and they withheld their final payment of $553.25 which resulted in a cost to the homeowners of $346.75. I would like to attach photos to this reply to show what the installation looked like when we left the property, though I am unable to do so. I did reach out to Angie's List to find out how I, the contractor can share photos since the customer was able to add to her review. Ultimately, each project is the most important project to the homeowner or commercial client, yet despite our best efforts, sometimes we are unable to satisfy everyone. 6/26/18 I did hear back from Angie's List and evidently they allow a consumer to post pictures but they do not allow contractors to post photos. Perhaps if consumers reach out to Angie's List they will change this policy. All parties should have the option to include photos in the interest of fairness.