Paid for Safety -- Ended Up Fixing It Myself…read more
I normally never leave reviews projects ,but this was a expensive safety-related project, and it ended with me having to finish the work myself -- so I felt obligated to share my experience for other homeowners.
We recently purchased an home in Dunwoody and hired Atlanta Basement Systems )for a $4,900 project that included polylifting our front concrete steps, polyleveling the pedestrian walkway, and correcting the walkway-to-driveway transition. We chose ABS because the representative confidently stated the steps could be lifted closer to a safe, code-appropriate height and the slabs could be leveled.
Unfortunately, our experience did not match the level of professionalism, workmanship, or communication we expected.
1. Workmanship & Actual Results
Our front steps originally had four 7-inch risers and a top riser close to 13 inches. The goal discussed during the estimate was to lift the last step closer to ~7 inches (standard code height).
After two visits, the top riser was still around 10 inches -- still unsafe.
During the first visit:
* The stair slab was not lifted at all.
* Instead, it shifted about 2 inches away from the brick wall, creating a new water-intrusion risk.
* The walkway-to-driveway area became more uneven than before -- the left side noticeably higher than the right.
* On the driveway, the only visible work was silicone placed in some cracks (not the full driveway).
* The leveling portion discussed during the estimate was not completed.
: The two foremen were respectful, and worked hard.My concerns are not about them. Their effort is the only reason I paid the full amount.
2. Communication & Management
This was the most disappointing part of the entire experience. After the first visit, I emailed and texted expressing concern. Other than one brief message saying the team was "reviewing," I received no follow-up until I got a call about payment.
When communication finally resumed, the Concrete Superintendent sounded helpful and willing to help over text. Based on that, I expected an honest assessment of what went wrong.
However, when he came in person, he did not acknowledge the incomplete work. Instead, he mentioned "contractual limitations due "structural issues"
His tone suggested he was trying to help, but it still felt like the responsibility was being shifted onto me, rather than acknowledging the work itself was not completed correctly.
Then, after the second visit, when I texted him about the remaining issues, his tone changed completely.
He told me:"We did exactly what was required per job." "We did a great job, "We lifted a lot." Unrealistic expectations."
Seriously? The implication was that the problem was that I was not satisfied, not that the work was unfinished. This was frustrating because the safety issues were still clearly visible.Perfection was never expected. Basic safety and completion of the promised scope were.
3. Discount At the end, discount " was offered- but the way it was presented made it feel like: We completed the job perfectly and did exactly what was asked, but since you're not happy and unrealtic here's a discount." This ignored the real situation:
* The job was not completed properly
* The stair height was still far above what was discussed
I rejected the discount because: This was never about money. It was about completing the work safely and honoring the project. I paid the full invoice solely out of respect for the hardworking foremen -- not because the job was done correctly.
The discount, as framed, made it seem like I was the problem, rather than the unfinished work.
For a $4,900 project, the difference between before and after was minimal, and in several areas the condition was worse.
5. Advice for Homeowners
If you have an older home specially , put every detail in writing, including:
Otherwise, you may end up paying thousands and still having to finish essential work yourself.
Based on our experience, we would not hire this company for polylifting.
