Job review from Ian in Frederick, CO 80516 on 11/03/23
Overall - pretty good, however, I hold this kind of work to a high bar - I am no stranger to construction-type work including having Pro accounts for electrical, plumbing and building supply companies. Knowing what I know now ( the rest to be determined with time) I would not have had the Nexus done for as much as I did - the website description and verbal knowledge of the product shared with me (60 minutes cure time) is not a complete picture and likely set for perfectly optimal conditions in a controlled environment. For example, now 3 days later, I am still waiting for the Nexus to cure in shaded areas or where wide cracks were filled. Depending on how this finished product compares to my experience with other pro-consumer DIY options, I would have happily done the joint sealant and surface sealant myself as I have done in the past. I also didn't realize the lower portion of the driveway was not included (my fault), and since I cannot purchase Nexus itself - I will be applying another product and can compare the difference. After I provided the deposit, I did not hear anything for a few days and randomly had the docusign arrive by email. After signing the contract/docusign there was 0 communication until the call to confirm the time only days before the start date. Communication was much better by the install team on the day(s) of work. The contract does go over the warranty but not to the degree it should with my understanding of how your warranty works as provided by the install crew. This is a benefit which I was not aware of. For instance, the 3 year goes to a 5 year if you do the trifecta and not partial services. My job is a bit unique, the warranty applied to my job is specific to the area of work done.
I don't recall this interaction other than to schedule a time for a free estimate.
Chad did a good job with the estimate, took his time, was very thorough and product knowledge was above average. As stated above, it would help to elaborate on the Nexus application for both sales and your website, including a disclaimer on realistic cure time variances. The fast cure time was a significant decision on going with a product I cannot purchase (or you sell on its own) and doing the work myself. Additionally, if I would have known it would take days to cure - I would have done a good portion of this a bit at a time to allow for usability. Attention to detail was also very good. Most "sales" persons I have run into for construction type work do not spend the time to get all the details they need or they cannot explain them in the detail I prefer - Chad was the exception to this. Communication could have been a bit better, but I am also slightly guilty of this. There was an offer for a same day only discount, I understand the premise, but from a customer stand point, and ultimately buying the whole package as presented at a later date without the discount option, to me is a bit uncouth. Since Chad had no control over this, it is not against him but the company practice overall.
The guys were attentive and communicated well. Craftsmanship was above average, they seem to take some pride in their work, which you don't see much. Given time for unforeseen weather constraints I am guessing this would have been higher with more flexibility. However, I understand scheduling and weather limitations are out of their control, and flexibility is a limitation to efficiency and productivity from a profit standpoint. The quote stated removal of some existing joint sealant, after a more detailed walkthrough a day after completion, the removal does not appear to have been done and appears Nexus was applied over old. A few drill holes for the poly level were not filled and the ones that were filled were not as clean as I would have personally liked. Albeit something I was easily able to take care of during my own clean up. On the other hand, they went above and beyond for the scope of the work they completed. You're very lucky to have these 2!
They did a good job for what could realistically be done given the cure time of the Nexus.
What made you choose our company:
The detail of the project estimate and objectives would be my primary rationale for choosing Sprague. Only time will tell if the product holds up to the claims. I did not price your offers on an apple-to-apple basis, and not able to compare this directly to past work given the scope of the project - having Sprague work on 90% of my exterior concrete to some degree. I felt the price was high for the estimate and still feel the same for work completed but such is life these days and you need to be profitable. I was planning to do the surface sealant and crack sealant/control joint sealant myself, but the Nexus Pro and Sealant Pro was sold to such a high standard (and not something you would sell me for DIY). I am guessing many of your customers do not have the background or desire to do this type of work as I do, and may not hear this argument much but worth providing. Going on just the application of the product, and no history of how it will hold up, I would have still chosen to do a good amount of this myself with availability of purchasing a similar product. Only for the fact I would have done it in sections to account for cure time which the company is not able to schedule for.
