Reviews

Review Details

• Review fromKay P

  Date: 07/15/2023

  1 star

  Kay P

  Date: 07/15/2023

  If I could leave zero stars, I would. I had water leak into my home & needed flashing repair. I called **** to ask if he could do this kind of job. He said yes & came out to look at the area, what needed to be done, & measure the space. He emailed me a quote on February 23. I told him Id like him to move forward before monsoons that could risk water damage to my home. He said he could do it June 9, 2023. I texted him June 8 to confirm he was coming. He called & said no. He was doing other work and soonest he could reschedule was July 11th. An entire month delay. Finally July 11 he arrived at 6am, he looked at the same space he previously measured & said he didnt remember the space being so high. He said he had to make a call. He then told me I would need to pay him $900 more for the repair due to his error in measurement. I was of course upset. $900 is a lot to just add on. I said it would be fair to split the cost since his mistake. He said he wouldnt. I was left in a horrible situation & needed the repair so told him to go ahead and just do it. He left to what I thought was getting the extra scaffold. 2 hours went by since he left so I texted him asking when he would return? He replied he wasnt coming back. Said he shouldnt have quoted me & that he was not equipped to do the job. I waited 5 months for this repair & he drives away with absolutely no intention of letting me know he wasnt coming back or that he decided not to do the job. Tells me to find someone else. Theres no way I will now get the flashing repaired by monsoon storms and I fear major water damage to the interior of my home. This was the worst business experience I have ever encountered. What **** did was so unprofessional and unethical I still cant believe it.

  JC Masonry LLC

  Date: 07/17/2023

  I, **** ***, would like to begin by expressing my deepest apologies to ********************* for the unacceptable experience she has had with JC Masonry LLC and how the situation was handled in her opinion. ************;frustration and disappointment are understandable, and I genuinely comprehend the negative impact it has had on her and the position she is in. 
  First and foremost, as a business owner, I understand having a duty to provide the customer, with clear and precise communication, set proper expectations, and overall, provide the highest level of professionalism that unfortunately did not meet the occasion. It is clear this experience failed to achieve the highest level of professionalism forth put, and the best customer service that every customer rightfully deserves. I sincerely understand the inconvenience and distress this has caused **********;*****, especially now being in the midst of monsoon season. I am thankful it has been dry thus far.  
  Per the conversation had during the in-person meeting on 3/6/2023 with *********************, She said the initial leak was noticed after another contractor had replaced windows of the residence. I suggested contacting that contractor for a review of the warranty of workmanship issues. Also, a suggestion was made to ***** to have gutters installed to prevent water runoff from the roof as a form of mitigation preventing further moisture from getting into the residence. The suggestion was made on the basis of keeping the customer's best interest in mind as it would be a few months before getting to do the repair if she agreed with JC Masonry LLC to do the work. 
  The unforeseen delay in having to reschedule the initially agreed to start date of June 9th, 2023, was unfortunate but was verbally communicated, via phone call,with ********************* on June 8th, 2023. Although the tone of *****'s voice on the call uttered frustration in having to reschedule if JC Masonry were still the chosen contractor, it was verbally agreed by ***** to commence work on JC Masonry's soonest availability date being July 11th,2023. For the inconvenience I advised via text to waive the collection of the $350.00 deposit, with the intention to make the experience more tolerable "easy", while keeping in mind the probability of losing the business as she mentioned getting quotes from other contractors to do the repair. I do take ownership of the subsequent issue of assuming, but not measuring, the width of the driveway was enough in order to achieve the proper placement of the company vehicle within the confined workspace. From the initial notes from the in-person meeting, the flatbed of the company vehicle, plus scaffolding was to be utilized to achieve the desired height of 20'. Upon arrival on July 11th, 2023 at 6 am, I made the observation that it was physically not possible to get the company vehicle where it was needed to be, and deemed unsafe to work off a ladder placed on the 8 scaffolding platform that was brought with to do the repair. It was apparent additional equipment would be needed. Contact was only made with equipment rental providers who were open at that time of day and had availability for same-day pick-up. The additional cost of $900.00 was a quote provided by United Rentals for Equipment Rental, Trailer Rental, and Equipment protection coverage for two business days and same-day pick-up. This was verbally explained to ********************* in person, advising the rental equipment is what will be needed to move forward to do the repair. When ***** proposed she would split the cost with JC Masonry LLC, it was conveyed that costs are subject to change,and if pertaining to the scope of work, would be the customer's responsibility.This is also noted in the original estimate before any work order is signed off on by a customer. A work order with *********************** signature was never supplied to JC Masonry LLC with this being said. It was agreed the $900.00 was excessive, and I was unable to personally cover such an expense. At this time, ***** was very upset, covered her eyes/face, and then went into the residence. ***** claims she verbally Agreed to pay the full $900.00." It was NOT Apprehended that ***** agreed to pay the $900.00, nor was a signature from ********************* on a work change order agreeing to pay for the additional expense provided to JC Masonry LLC. Time was given to ***** to reappear. After waiting in front of the residence until 7 am and no reappearance of *****, the assumption was made *****'s actions spoke for themself and was a deciding factor that it was best to leave the property to avoid further conflict. ***** followed up with JC Masonry via text after two hours passed. I expressed my sincere apologies, but the determining decision was already made when leaving the property she would need to contact another contractor to do the repair.
  I want to assure that ****** concerns are being taken seriously, and a commitment has been considered to find common ground if possible, when there's obviously been a misunderstanding. While I deeply regret that JC Masonry LLC will not be back to do the repair, JC Masonry would like to offer assistance in finding a qualified professional who can promptly address the flashing repair. Its understood that this situation has caused ***** significant inconvenience and frustration.  JC Masonry is taking immediate steps to prevent such incidents from happening again in the future. Business processes are being re-evaluated, meanwhile, a focus on better communication, and increased customer service practices will be instilled to ensure that no other customer has to endure such an experience.
  Once again, I personally apologize to ********************* for the manner in which this situation has resulted. I truly feel terrible about the negative impact it has had on *****, and I genuinely appreciate the feedback, as it will help JC Masonry LLC improve as a professional establishment moving forward. I hope above all ***** accepts my sincerest apologies, and I genuinely hope that she can find a suitable solution to address the flashing repair. If there is anything more I can do to assist during this time, please do not hesitate to reach out to me directly.
  Sincerely, **** *** - Owner/Operator