The Sierra Promise

Sierra Concepts is a waterproofing and foundation repair company dedicated to producing a quality and dependable product that will function exactly as promised by working with our customers ethically and honestly. Our goal is to minimize all sources of frustration; implement the best, most efficient management practices available; and realize a fair profit at a reasonable cost to our customers.

This is a lofty purpose and in order to produce the desired results we must first address the issue of ethics. Everyone in the scope of our business must be treated with dignity and respect; they must be treated fairly and have their concerns addressed quickly. We will make sure customers needs are clearly understood at the onset of our work and ensure that those needs are ultimately met. Additionally, we are committed to using products and suppliers that are among the best in their industry and embrace the same high standards as our company.

By taking an ethical systems approach, it is our belief that we will inevitably produce trust, something unusual in our field, and the ethical foundation, which will reduce the stress of the builder and home owner throughout the building and owning experience. This approach is the only way to ensure complete customer satisfaction. It may seem bold, but we do take the necessary steps to bring the best results to you, the builder, and to you, the homeowner.

The Unethical Foundation

George and Mary have been married for 50 years. Their entire married life they lived in a large house in a nice neighborhood. After a few years of struggling to maintain the house and keep up with the endless yard work they decided that they should move into a neighborhood of newly built townhouses that hired a company to take care of most of their day-to-day maintenance needs. They moved in with the understanding that their new house would protect them from the elements and everything was “peachy,” until the rains came.

Mary and George had just finished a guest room in their basement and were excited for their children and grandchildren to come and visit them. One day, as Mary was preparing the room for such an occasion, she stepped on the carpet only to feel her sock soaking up water like a sponge; half the room saturated. George immediately contacted the builder, but was passed on to the company that was responsible for waterproofing the foundation. After leaving numerous phone calls and messages, George finally was able to speak to the manager. The manager was very understanding and told George that someone would be out to look at it sometime that next week. No one came. George and Mary made several more phone calls, but only waited and waited; in the mean time, their new carpet and dry wall had to be removed.

When their family arrived the new house was not ready to receive them, which defeated the exact purpose of their moving to such a location. George and Mary were devastated. In turn, their son looked at the crack, which had been a main topic of conversation for about four months, and decided he would fix it himself. He went to the local hardware store and bought a patching compound to fix the crack. It worked at first and he was a hero. However, after a few months, and after replacing the drywall and carpet, a very large storm moved through the area, and sure enough, the basement crack leaked.

Again, they called the waterproofing company, and at first, the manager had to be reminded of who they were. He seemed uncomfortable and apologetic, but when he found out they had repaired the crack themselves he took a different tone. Despite the company’s failing to show up for appointments or fix the crack, he told them that because they had taken the situation into their own hands and used an off-the-shelf product, they violated the warranty and his company was no longer responsible for the crack. He suggested that they call the manufacturer of the product they used and demand a refund. He ended the conversation with GOOD LUCK.

Frustration and disappointment defined George and Mary’s relationship with their waterproofing company and they concluded they would have to live without a guest room and with a damp and possibly moldy basement.

In the contracting business this situation happens all too often. When it comes down to it, businesses often deal with the bottom line and a “they’ve already paid” mentality. This mind set shows a total disregard for both the homeowners and the builders. When all a company cares about is getting the job done as fast as possible, quality will suffer and customer concerns become a distant second. It inevitably produces poor job costing, poor quality, and poor customer relations.

But it does not have to happen this way and the desire to make sure it doesn’t is the Ethical Foundation of our company, Sierra Concepts.