Complaints policy
If something about a job booked through H-Town Concrete Co. is not right, this page sets out how to raise it, what we do and by when, and where else you can go.
Effective: November 2026 · Contact: (832) 209-7766 · hello@htownconcreteco.com
How do I raise a complaint?
Call (832) 209-7766 and ask for a callback about a complaint, or email hello@htownconcreteco.com. Include the job address, the estimate or job date, what the estimate said, what you are seeing, and photos with a coin or tape measure for scale if the issue is a crack, an edge or a low spot. If a crew is on site now, say so and it is handled the same day.
How fast will someone respond?
Within one business day, a member of staff confirms we have the complaint and names the person handling it. Within ten business days you receive a written answer covering what we found, what will be done, and the date it will be done by.
Will someone come and look?
Yes, for workmanship complaints. We inspect before we take a position. We check the finished work against the written estimate: thickness, steel, joint layout, slope and finish. Where the job's warranty covers the problem, we arrange the repair with the crew. Where it does not, the written answer explains why, with reference to the estimate and the site.
What counts as a defect?
Work that does not match the approved estimate, a slope that sends water toward the house when the estimate called for the opposite, a finish defect such as scaling from a poorly cured surface, or a panel that has dropped or broken early. Hairline cracks within control-joint patterns and color differences between new and old concrete are normal and are explained in the terms.
Who is responsible?
The work is performed by an independent crew under the agreement for your job. We booked it and assigned the crew, so we take complaints about either. When a complaint concerns the crew's work, we take it up with them for you and stay on it until it is closed. The referral disclosure describes the arrangement.
What if you can't resolve it?
You do not have to go through us at all. You can file a consumer complaint with the Texas Attorney General's Consumer Protection Division; Texas does not license concrete contractors, so that office and the courts are the main routes. Questions about code compliance or an inspection on permitted work go to the office that issued the permit: Houston Public Works for City of Houston right-of-way permits, or the Harris County Engineering Department for county driveway and culvert permits. For disputes with an insurance company about a claim, the Texas Department of Insurance takes complaints. Nothing here limits your rights under your agreement or Texas law.
Do you keep records?
Every complaint, the steps taken and the dates are logged and kept for two years. We review that log when deciding which crews to keep scheduling, and repeated complaints end the relationship.