When a job isn't right
How to tell us, what happens next, and your options if we fall short.
This policy dates from September 2026. Contact: hello@surpriseconcreteco.com · (623) 624-8531.
How do I start a complaint?
Phone (623) 624-8531 and say you want a callback regarding a complaint, or write to hello@surpriseconcreteco.com. Give us:
- where the property is
- when the work, or the estimate, took place
- what was promised to you
- what you got instead
- any photos
Is a crew still on site? Say so. That gets dealt with the same day.
What happens once you have it?
Inside one business day, someone confirms we've received it and names who is dealing with it. Inside ten business days, a written reply reaches you: the findings, the fix, and the date it's due.
Workmanship complaints get a site visit before anything else. We'd rather see the slab than debate it. Where the contractor's warranty on workmanship, or a manufacturer's, covers the repair, we arrange it. Where neither does, we put the reason in writing.
Who's answerable for what?
Independent contractors do the concrete work, under the contract the two of you signed. We booked the job and we picked the contractor, so we accept complaints about either. When the complaint concerns the contractor's work, we take it to them for you and stay in the loop until it's settled. The arrangement is laid out in our referral marketing disclosure.
What if we don't fix it?
Going through us is never required. If you're not satisfied with how it was resolved, take it to the Arizona Registrar of Contractors, the body that issues contractor licenses and investigates workmanship, at roc.az.gov/file-complaint, or to the consumer complaint program at the Arizona Attorney General's Office (azag.gov). Where a city, county or state office licenses concrete work, that office can also investigate workmanship. Nothing on this page cuts into any right you hold under your contract or under Arizona law.
What about a storm claim?
When the complaint involves a claim for hail, wind or storm damage, the carrier decides, not us. Our role is to document. Coverage isn't our call, and deductibles are never waived, absorbed or "covered" by us. If you think the contractor handled the claim poorly, tell us. If you think the insurer did, your state's insurance department is the place to complain.
Do you keep records?
Yes. Each complaint is logged, with the action taken and the date, and held for two years. We read them when deciding which contractors stay on our list. Repeated complaints end that relationship.