Complaints

The 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:05/05/2023

  Type:Service or Repair Issues
  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.

  **** with Sundance Masonry started the job in January 2023. He needed to order materials. I contacted him in April to see if the materials are in. He finally showed up but still has not put together a plan to finish the project. He apparently did not order additional material to finish the project.

  

  Business Response

  Date: 05/25/2023

  Good afternoon,
  I have just taken over this company from ******************* and I have spoken to him about this client that he took on while he was still the owner at the time. The job was for Mr/Mrs ******** and it consisted of bricks being placed towards the stairs of the basement and caps. As the job was being completed it appeared that the client could not decide on whether or not they wanted the caps to be installed for the stairs in the basement so it was agreed to be left alone, thus completing the job. Towards the month of April **** was reached out by ******************* and had changed his mind and decided to have the caps to the stairs placed. **** advised ***** that because of the type of caps the client chose it would take approximately 6-8 weeks or possibly more time, but that as soon as it came in Sundance Masonry would go and place the caps, Mr. ******** acknowledged and agreed. Since then as I stated the company has now been purchased by myself, *****************************, and I was well aware of the agreement between ***** and **** that as soon as the material for the caps came in to go ahead and get them placed, so I'm not sure if there was a miscommunication between Mr/Mrs ******** or **** resulting in the negative review of the job not being completed when there was an agreement to wait for the material and being contacted as soon as possible. Now the caps have still not come in and I have tried reaching out multiple times to Mr/Mrs. ******** as well as left a voicemail to see if they would like to consider changing the material to something that can come in quicker, but there has been no response on their end. I am thinking of reaching out again or coming over to their home to present them with different samples of material. Thank you.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20018562
  
  I am rejecting this response because: The fact pattern is inaccurate.  On January 27, it was agreed that **** would order the caps for the brick wall.  On April 21 at 11:11,  I contacted **** with the message: Hi ****, this is ***** at 28 Polo.  Just checking on the status of the stone to cap the brick wall going to the downstairs.

  **** responded. When are you available for me to stop by to discuss?

  My response:  ***** can meet with you Mondays, Wednesday, Thursday or Friday.

  **** responded:  I can meet with ***** later.  Give me his phone # and I will contact him.

  phone # provided and he acknowledged receipt. He then responded:  I can stop by around 10:30. Does that work? That message was received at 9:22.

  He did not come by at 10:30 so I sent a message at 11:05 saying: Do we need to reschedule?

  He said, Yes, does tomorrow work.

  I asked:  What time?

  He did show up the next day and said that he had sold the company.  He told ***** that he would have Dimas contact us to discuss the work.

  We did not hear from Dimas so I filed the complaint with BBB.

  I subsequently heard from **** and told him that we had never heard from ***********

  When we did not hear from Dimas after the meeting in April, the complaint was filed.  We then hired another company to finish the work.

  Dimas did stop by and speak with Mr *************** The fact pattern was reviewed with DImas.  

  The issue is resolved because we have hired another company to complete the work.

  Thank you.

   

   

  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/05/2023

  Hello,

  The company was sold to me May 3, 2023 then on May 4th there was a complaint made and I was confused as to how I had just purchased the company and immediately receiving a complaint so I asked **** about it. **** had not given me or informed me about the client list and the jobs or even about him speaking to ***** until May 8th. When I asked him about why the complaint was being made **** said he wasn't sure where it was coming from and that he was surprised because he said that he had just spoken to ***** about the waiting period for the caps materials (which take 6-8 weeks to come in). When I was made aware of this I immediately reached out multiple times and left a voicemail to correct the incident that happened between **** and Mr/Mrs ********* After not hearing back from the client I decided to go to their home to talk about what had occurred and bring different samples of the caps material, but that is when Mr. ******** mentioned that Mrs. ******** had reached out to a new company to finish the work. ***** apologized for the miscommunication and I sincerely apologized for the misunderstanding. Although this happened prior to me owning this company I do apologize for the inconvenience, I'm glad the issue was resolved. We hope to be able to work with you in the future, thank you.