With 16+ years experience in the industry, our professional team of experts will lead your project with efficiency and skill so that you can spend less time worrying and more time relaxing. We offer a full suite of services for all of your post hole needs and we put the HARD into hard-work so that you don't have to. Our crew is friendly read more...
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*** THIS IS MY REPLY TO BUSINESS' RESPONSE, SEE ORIGINAL REVIEW BELOW ***
It is sad to see a business would make groundless attacks to their customers who was merely requesting them to fix the problem of their services or products.
In my email dated Jun 20, 2018, I stated the following "The major problem is one of the 8inch holes being loose, as you can see in the picture the bracket is pulled out. The rest have some loose concrete as well, and one of the 12 inch hole is quite loose but the bracket is still in." So it was not just one that has a problem, but the one was in such a poor condition that a bracket can be simply pulled out by hand which is a clear indication of the poor quality of your work. I asked if it is possible for you to come to fix the problem, but I had not demanded the same day for repair. I requested your immediate attention on this issue, and indeed at that point, I just want to have the one that has the most serious issue to be fixed. Later on, I noticed more issues with the footing due to their poor quality.
People have their own schedule in building a deck and no matter what, you should stand behind your products/services as a business. So even if I didn't notice the problem earlier, that is not an excuse for you to not take responsibility of your work.
I understand that when you said "we will do our best to get out to you as soon as possible to at least have a look", you may not come immediately, but it has now been more than a month and I haven't heard back from the business even though I was told on Jun 27 by email from "Customer Service" that, "I have asked Andy today to get in touch with you. He is currently on vacation, but I have asked him to contact you as soon as he can." Your response to this formal complaint is the first time I heard from you since that time.
You said, "We advised you during your initial phone call with us that "we service all areas of Ontario and are unfortunately not booked anywhere near Etobicoke for the next few weeks, nor do we have the availability to book you into the schedule until then".", but that is not true. On Jun 20th, you had advised that you will be around the area on Friday, Jun 22th, and again on Monday Jun 25th.
You said, "It was evident from the pictures you sent that the footings were not covered as prescribed after we poured them and rain watered them down either the same day or the day after. This is the only reason their structure would have been compromised to the extent shown." It is a pity that you accused me for the poor quality of your work. I could not understand how you can judge from the picture that the footing was not covered as prescribed. You told me if it rained the footing needs to be covered, but there were no rains around the time you pour the concete. You can see the history weather yourself here: https://www.timeanddate.com/weather/canada/toronto/historic?month=8&year=2017 You can say anything about your intention to see them in person but the fact is since I first contacted you, it has been 5 weeks and you haven't done anything about the footing, neither a visit to analyze the problem nor any repair. It was evident, however, from the video I took during the repair of the one footing, that the problem arose from the lack of Portland cement used in the footing, since the footing was as loose as dirt inside the Sonotube.
You told me during a call on Jun 21st, that you have put me on the list for the day of Jun 22nd. I called you at the end of day on Jun 22nd, you said you had 8 projects scheduled and cannot come then. You said there may be rain on Saturday, Jun 23rd, so even though you set it as a backup day for unfinished projects during the week, you can't come. Then you said you have put me down for Monday, Jun 25th. But you did not show up either.
I did try to reach you numerous times on June 26, since I was trying to reach out to you and understand why you didn't come on Monday, and when would you come. You simply hang up the phone without answering, so it is natural for a customer trying to reach you to keep trying. It was such a shocking thing to me that you then blocked my phone number, simply because I was trying to reach to you to discuss some issue?
I left the voicemail on Jun 26 after failing to reach you, stating that if you keep refusing my phone calls, my only option was to reach out to you in person. But that is because you refused to answer my phone calls in the first place! I did not pose any threat at whatever level for you to accuse me of potential risk for you. Such a groundless attack about a customer requesting repair work for the poor job you have done.
"Your email from June 26th of 2018 was received, which clearly indicated you were delusional and had NOT read NOR comprehended anything we ever discussed with you. We quote:
a. " I have been calling and waiting for more than two weeks..."
i. (the initial contact you made with us was on June the 20th - you had waited less than 1 week), "
I first called you on Jun 15th for many times but you didn't answer the phone. Then I called you on Jun 18 and you said you would talk to Andy about possible arrangement for repairs. On Jun 20th, upon your request, I sent you pictures of the footing, but that was not my first contact I made with you.
b. "...and finally last Friday you said you have arranged an appointment for me. But unfortunately you didn't come."
i. (we never arranged an official appointment for you - only ever committed to a best effort basis),
But you said you have put me down on the list of projects to be done on Friday.
c. "...said you have put down Monday for me. On Monday, yet again you didn't come, and then I tried to call you several times but you did not answer."
i. (your "several phone calls = 35 + 1 voice message within 1 hour which is border-line harassment. Furthermore, you had insisted we show up ASAP and refused to book an official appointment - we had already advised on June the 20th that we were booked solid until the first week in August with no chance of availability),
That is becasue you did not answer most of the phone calls, and finally when you answered, you said "please stop calling, we are not taking phone calls now". Afterwards, you reply with an email and I replied.
You said, "In closing, you have refused our assistance when we offered, "repaired" the footing(s) yourself and thus we are cancelling your appointment for August the 8th of 2018 as no further action is required from us. We will not take responsibility or accept liability for damages (personal, third-party nor property) for the work you have done on the footing(s) yourself and any warranty we gave you is now null and void. "
Indeed I have repaired the one footing that was falling apart. Little did I know at first how poorly the footing was made, as more three feet of footing had very little concrete. It is evident from my video taken during my repair that barely any concrete was used during your pouring of that footing. It is also evident that it is not due to any reason from my part that the footing was as poor as it was, since there were no rains during the time the concrete was drying after pouring. It is absurd that you are voiding all warranties because I had to make repairs to one of the footings.
I wasn't aware of the appointment on August 8th. I was told the date but I didn't want to wait for that long and I was hoping to talk to the owner/manager to discuss my case. However, I was never offered such an opportunity. If I can't discuss the issue with the owner/manager, I'll take August 8th as an appointment date for you to fix all the footings.
My request remains the same, reimburse the one footing that I had to repair, and repair all the rest 10 footings.
*** ORIGINAL REVIEW ***
I contracted The Post Hole Company to dig 11 holes including pouring concrete in my backyard in August 2017. In short, their scheduling was a mess, their customer service was a joke (I am talking about Marlene's professionalism in taking care of customer request and the owner, Andy's ignorance of such issues), and the quality of the holes are so bad that I have to dig out the post hole they poured and re-do it myself.
Scheduling seemed always to be a hassle, and we'd settle on a time but the crew did not show, this happened for at least several times. After many attempts, they finally came and dig all the holes. The crew was quite friendly but the owner who operated the digging machine seems a bit impatient. The worst thing is they did not carry enough portland so I actually offered to use my own car and took one of their crew members to buy 3 bags from a nearby home centre. Little did I noticed that this shortage of portland would make such a pain for me.
First I noticed the concrete start to scale and sink in the post form, then I recall when pouring concrete they did not compact the concrete at all, just pour it in and that's it. So after some time the concrete started to settle and the structural strength was greatly compromised. I was hoping this would not post a problem for my deck. However, in Jun 2018, when we are ready to put deck post on the concrete piers, I noticed one of the post bases (a metal bracket that is sunk in the concrete) was very weak. Using my bare hand with not a not of force, I easily pulled the base out of the concrete. I started to contact the company regarding this issue. I sent pictures to Marlene, the customer service staff, and requested they come and fix it. I was scheduled in for Jun 20th, but they did not show. Then I was scheduled again for Jun 23rd, again they did not show. Up to this point, I had made regular calls for about two weeks trying to have them come and fix the issue, but no success. On Jun 26, I tried to call again, but simply no answer on the phone, so I keep trying, only to noticed that Marlene hung up the phone without answering and then later she BLOCKED MY NUMBER! This was so ridiculous that Marlene actually accused me of making too many phone calls even though I just want to talk to her about scheduling a site visit so they can fix their problem! Then I start emailing back and forth with Marlene, and in the end she was trying to take a bureaucratic stand and say that even though this is a job that they've done wrong, they need to do a new locate, and wait for more than a month to fix this one problem. I took that as she was just avoiding taking responsibilities, I asked to talk to the owner, Andy. Marlene said he would contact me as soon as possible but it's been a month and I haven't heard anything from them.
I make a video recording the poor quality of the concrete pier so you can see yourself their work. Do not use this company. See for yourself: https://youtu.be/uO2nIYXPTCg
Always ensure you provide a fair picture of what occurred before posting a review as ridiculous as yours.
1. You phoned us on June 20th of 2018 to report the poor condition of ONE footing we installed in August of 2017 and demanded to be seen THAT SAME DAY for repair.
2. We were curious as to why you hadn t noticed anything gone awry in 2017 and why you chose to notify us in the peak of the 2018 season then demand we visit you immediately. We advised: we will do our best to get out to you as soon as possible to at least have a look . This means: we cannot guarantee you a date, but will try to make it as soon as we can to ANALYZE the footing in question ourselves. We also advised you that we service all areas of Ontario and are unfortunately not booked anywhere near Etobicoke for the next few weeks .
3. We requested pictures of the footing in question to help us understand the situation fully. You had sent a few pictures showing not one but multiple footings in poor condition. We were baffled as they were not to our standards at all. It was evident from the pictures you sent that the footings were not covered as prescribed after we poured them and rain watered them down either the same day or the day after. This is the only reason their structure would have been compromised to the extent shown. We still wanted to see them in person and help repair them if we could however, this now became a day-long project which we would need to make arrangements for. Still, you insisted on being the very project in line to which we could not and did not commit to.
4. Jun 22nd of 2018, you had phoned us enquiring on why we did not show up on the 21st. We had re-iterated that you did not wish to be booked an appointment, therefore we placed you on our waiting list and will try our best to get to you as soon as possible. We were scheduled to work in Mississauga (still not in Etobicoke) on the 23rd and advised that this date would be the most feasible and that we would do our best to get to you on the 23rd but may not be able to make it based on our workload. Trying to accommodate you as best we could, we advised that if we could not make it on the Saturday, we would try to make a special trip out to you on the Sunday. (NOT A STANDARD WORK DAY FOR US AS WE ALSO MENTIONED). The key word here was: TRY as we would need to call in an operator who was willing to work on their day off.
5. June 26th of 2018 and out of the blue, you phoned one of our phone lines 35 times in a row consecutively in the span of 1 hour (records saved). Unnecessary, unreasonable, uncalled for and simply unjustified. So, naturally - YES, we blocked your phone number and sent you an email stating that communication was now limited to strictly email. Also, you left ONE voice message stating that you were headed to our office in Brampton with no offering of what the purpose of your visit was. A wild gesture and threatening in nature. In our email to you, we had advised that your presence at our office would be considered a threat to our staff and the police would be phoned and request your removal from our private property. A perfectly normal response to such a suggestion from an unreasonable and an obviously unstable individual.
6. If the quality of your footing was of any fault of ours (which we would gladly and honestly take onus of), and it was determined that digging would be required, governing law dictates that digging is prohibited without VALID locates).
IN CLOSING: You have refused our assistance when we offered, repaired the footing(s) yourself and thus we are cancelling your appointment for August the 8th of 2018 as no further action is required from us. We will not take responsibility or accept liability for damages (personal, third-party nor property) for the work you have done on the footing(s) yourself and any warranty we gave you is now null and void. For more info refer to your other complaint on BBB. Thanks
My entire experience with "The Post Hole Company" was amazing.
I spoke with Marlene and we had scheduled an install date. She kept me updated thorugh-out the day on timing.
Adam, Daniel and Andy arrived on time to start the process. We sooner discovered I had bought the wrong material, but without an issue they walked me through what I needed and even came to Home Depot with me to make sure I purchased the right stuff. I would definitly recommend using them to anyone looking for posts to be installed.
Andy was efficient, polite and we couldn't be happier with the job. His office called giving an estimated time, and called again when they were about to arrive. We are very satisfied.
The Post Hole Company has a TrustScore™ of 3.4. The average TrustScore™ for other businesses providing similar services in Brampton and the surrounding areas is 3.3. For detailed information on how TrustScore is calculated, click here.
The following elements are used to calculate TrustScore:
|Customer Reviews||Last 12 Months||All Time|
|Complaints Received||Last 12 Months||Last 3 Years|
|Suppliers & Creditors||0||0|
|Employees & Sub-Contractors||0||0|
|Posted License Information||N/A|
|Posted Liability Insurance||Available upon request|
|Posted Workers Compensation||Available upon request|
|Social Media Profiles|
|Endorsed by Peers||Not yet endorsed|
|In Business Since||2001|
|Member of TrustedPros Since||2017|
TrustedPros does not validate certain information provided by contractors and vendors in conjunction with the creation or maintenance of their profile and we cannot endorse or guarantee the performance of any contractor. TrustScores are provided for informational purposes only. We urge you to use the TrustScore™ in conjunction with the tips provided in our Hiring Guide to maximize the probability of hiring the best professional for you project.
We dig and set your deck footings. You provide the sonotubes, posts and brackets, we dig the holes, provide and mix the cement and trowel your footings. We also build custom decks. We can either work from a plan or we can help you design your deck. We love our work - and you will too!
We dig post holes for all of our outdoor project needs! From fence posts to sign posts, and deck footings to custom built pergolas and basketball net poles, our digging services have got you covered. Custom built Decks, Fences and other outdoor landscaping structures.
We offer a full suite of digging services for all of your post hole needs. * Dig Only and Dig & Set Services. We also build custom fences. We can either work from a plan or help you design your perfect fence.
With 16+ years experience in the industry, our professional team of experts will lead your project with efficiency and skill so that you can spend less time worrying and more time relaxing. We offer a full suite of services for all of your post hole needs and we put the HARD into hard-work so that you don't have to.
Our crew is friendly, knowledgable and hard working. We all sport a 'get-er-done' mentality and your satisfaction is what's most important to us. Our fleet of post hole machines are in tip-top shape and ready to tackle your project with ease.
When it comes to quality workmanship, The Post Hole Company wins Hands-Down! We will help design, guide and / or build for your design plans. From custom decks, fences and pergolas, we've done them all. Our expert builders will WOW you with their precision and quality craftsmenship.
Leave your project to The Post Hole Company. You'll be pleased you did. Call us at (905) 497-4653 to book your project today!
|Main contact(s)||Marlene Ehlers|
|Alternate Phone Numbers||647-323-7770,|
|Listed with TrustedPros since:||2017|
|Warranty||Warranty details not yet provided|
|Accepts credit cards||Yes|
|24 Hour emergency service||No|
|Licensing information||Business does not require a trade license|
|Insurance information||Insurance information available upon request|
Check local laws pertaining to license requirements and verify license and insurance details provided by the contractor prior to hiring.
The Post Hole Company has contributed 3 responses to the following questions posted in the 'Ask the Pros' forum