Our complaints policy

Current as of September 2026. You can reach us at hello@georgetownconcreteworks.com or (737) 379-2302.

How do I tell you something's wrong?

Call (737) 379-2302, say it's a complaint, and ask that someone call you back. Or send an email to hello@georgetownconcreteworks.com. Give us the property address, when the estimate was done or the work was done, what you were promised, what actually happened, and photos if you've got them. The more of that you can give us, the quicker the first conversation goes. If the crew is still on your property, lead with that. Problems with a crew still on site get dealt with the same day.

What happens after I've told you?

Inside one business day, someone acknowledges your complaint and lets you know who's handling it. Inside ten business days you have a written answer: what we found, what we're going to do about it, and when. That written answer is yours to keep, and it's what you can hold us to. If it's about workmanship, someone comes out to look at it before anything else. We'd rather see it than debate it. Where the repair is something the workmanship warranty from the contractor, or a product warranty from the manufacturer, covers, we set it up. Where it doesn't, we explain why, in writing.

Who's actually responsible?

The concrete work is done by independent contractors under the contract you have with them. But we booked the job and we picked the contractor, so we take complaints about either. When the problem is the contractor's work, we bring it to them for you and stay on it until it's sorted. The full arrangement is spelled out in our referral marketing disclosure.

What if you can't put it right?

You don't have to go through us at all, ever. If we haven't put things right in your eyes, you can take it to the Texas Attorney General's Consumer Protection Division, through the File a Consumer Complaint page at texasattorneygeneral.gov. Keep in mind the state of Texas issues no license for this trade. For code and inspection matters, the building department at the city that issued your permit is the right door. In places where a city, county or state does license concrete work, that licensing body can look into workmanship complaints. Nothing here takes away any right you hold under your contractor agreement or under Texas law.

What about an insurance claim?

If your complaint involves a storm, hail or wind claim, the insurer's decision belongs to the insurer. We document what's there; we don't rule on coverage, and we won't waive a deductible, absorb one, or "cover" one. If you think the contractor handled a claim poorly, we want to hear it. If you think the insurance company did, that complaint goes to your state's insurance department.

Do you keep track?

We log each complaint, along with the action taken and the date, and keep it for two years. That's long enough to spot a pattern and to pull the file if a question comes up later. Those logs come out whenever we're choosing which contractors to keep sending work to. A pattern of complaints means we stop working with them.