Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December 2022, I put a service request for repairing my house chimney at BBB and received three responses from three company, including Van Masonry. As it is credited A+ by BBB and title itself your #1 Masonry Company on its website with all job insurance files, I chose the companys service. The worker started the work on January 23rd and finished on January 25th, 2023. I paid $15990 plus GST $799.50, total $16789.5 to Van Masonry by two personal checks( invoice #****-2023 and #****-2023). When the job was down, my wife and I were so happy and demonstrated our sincere appreciation to each worker. Unfortunately it made us a surprise that by accident we saw a rotten board at the bottom of the chimney with a hole had not been replaced or fixed at all in September this year. This means a big potential risk of moisture penetration and small animals or insects accessing the property at any time, even though we just spend a big budget on it. I contacted Van Masonry right away and emailed them the unprofessional job they did with the photo attached. At first beginning they responded me and said their workers will contact me to resolve the problem. But now they just ignored my email or phone call. So I believe I should file a complaint against this ********* business conduct and ********* BBB behavior to resolve my problem and also protect BBB consumer reliable platform reputation. Thanks!
Business Response
Date: 01/12/2023
Dear Client,
We spoke to you about this time and again and indicated the out of scope component which had nothing to do with the chimney work we did, however, you decided to bypass us completely to write us this ********* review unfortunately.
We take true pride in our work and put customer service as our number one priority.
As such, we have dispatched our Site Manager to attend your home to review the issue in hand ahead of fixing the same.
Thank you for your understanding as we look forward to making you satisfied and happy.
Customer Answer
Date: 01/12/2023
Complaint: ********
I am rejecting this response because: they are not intent to fix the problem at all. I sent email to the company with the photo, how could it said it is not their job.
Sincerely,
*****************Business Response
Date: 04/12/2023
WE TOLD YOU CLEARLY WE ARE GOING TO HELP YOU FIX IT. ****** ********** ******* ****** ****** ******** * ******* ** ** **** *** *** *********** ** ******** *** ******** ** WE CLEARLY SAID WE WILL BE HELPING YOU AS WE ALREADY TOLD OUR STONE MASON TO COME BY AND CHECK OUT WHAT NEEDS TO BE FIXED!Customer Answer
Date: 04/12/2023
Complaint: ********
I am rejecting this response because: is it really a ******** problem or the companys professional level problem.
Sincerely,
*****************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.