Complaints

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• Initial Complaint

  Date:12/02/2024

  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.

  August, 2024. Contract ***, the manager for JI Masonry Solutions to do driveway and seal. Along with the way, I noted several issues related to pavers. Some had chips. Told the *** that chip or broken pavers should not be laid down. After completing the driveway, I noted chip pavers all over the driveway. I notified ***. 11/8/24. *** came and saw the chip pavers. He told me to meet with *********, the company *** had contracted to do ******. He stated he can only replace the chip pavers if the Flagstone told him to do so. I told *** that I am not going to meet with Flagstone for i didnt contract ********* to do any job for me. I told him, if he needed input from ********* as to whether to fix my driveway, he can bring the company to see the driveway and I dont need to get involved. 11/20/24. He texted that he was not going to replace the chip pavers. Once again I told him to fix my driveway because earlier I alerted him to never lay down chips or broken driveway but he ignored me. Any intervention that that lead to my driveway was fix is welcome. Please not *** was paid all the money. The only amount remaining is 500 as part of sealing. *** knows I am waiting him to fix my driveway and then get his money.

  Business Response

  Date: 12/02/2024

  Good afternoon,

  As ********* ****** has stated, she has had ongoing complaints about "chipped or cracked"' pavers. We had already replaced some some pavers she previously complained about. I did set an appointment and met with her to review her latest complaint. When I arrived, I discovered that she had marked up hundreds of pavers some valid but most with insignificant marks on them. Had she had a valid complaint of a few badly marred or gouged pavers, I would have been glad to replace them immediately. Under the circumstance, and my opinion that the pavers for the most part were expectable, (and since I didn't want her to take my word for it) I arranged for a representative from the manufacturer with whom she has a material guaranty  written in her contract, to come out and assess the materials and  explained that I would abide by there recommendations. Obviously, if she was correct,  they would have to supply new materials to her at no charge per their warranty and I would be responsible to install them.  She stated in her complaint that "I contracted Flagstone pavers to do her installation, and I tried several times to explain to her that we are her contractor and that Flagstone Pavers is the manufacturer responsible for the pavers  butshe either ignored me or didn't understand. 

  At the end of the day, I arranged the appointment which she would need to be present for to discuss the results directly. She refused to have any part of it, threatening that she would have her attorney contact me. Once she refused, I told her to have her attorney contact us in an attempt to  resolve the situation directly but never heard from anyone. Had she been agreeable to the logical steps necessary to mitigate this issue, the meeting would have already taken place and we could all have moved forward. As it stands, without intervention from expert source too lay out what and what is not acceptable, may hands are tied. I also explained this to her. 

  We value our reputation for customer service very seriously and have made every logical attempt to correct this issue.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22624562
  
  I am rejecting this response because:

  1. To the best of my knowledge, Mr *** had never replaced  any defected pavers. The last time I saw him  was Nov 11 at 9:30 am when he confirmed defected pavers all over the driveway. On Oct 3,  I alerted him about this problem. I sent  him pictures of chip pavers . He told  me to **** the defected pavers so that they will be visible to him. About threatening and me stating I have my attorney call him, that is not true. He was the one insisting to have my attorney call him without forgetting that attorneys do not work for free. 
  About  meeting with somebody from *********, I declined and my position has not changed. As I stated , Mr *** , you are free to bring a flagstone representative if you need their inputs on how to fix my driveway. As per what is acceptable and not acceptable, pavers should be defectless. There are a lot of driveways done in my neighborhood by other companies and  looking at them, you will never see any chips on them. Bottom line is I expect you to replace all **** pavers because they are defected. Once you replace them, you need to seal them.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 12/13/2024

  In response:

  We definitely have replaced "defective" pavers on her driveway.

  When I was advised that there were some pavers that were chipped, gouged or cracked, I explained that if she would mark the pavers, I would send a crew out to swap them out. In addition, I decided it would be a good idea to meet with her to review to insure we were on the same page.  That meeting took place on November 11th as she indicated. When I arrived, the homeowner had marked close to 40% of the pavers on the project containing the smallest imperfections to valid pavers that had gouges. The marking had been done with a paint or stain which I believe have ruined those pavers for no reason. I did not acknowledge that all those pavers were defective or required replacement. On the contrary. Concrete molded pavers are not consistently perfect which can be seen on any paver application. Yes, there are some pavers that can have significant gouges or cracks and we will replace those under warranty. When I attempted to explain this, it was ignored. Since I didn't expect her to take my word for it, I attempted to arrange for a representative from the manufacturer to come out, meet with her to assess the situation. As the ulimate authority on this issue and the ones who warranty and are responsible for their products, this is our normal course of action. She has the material warranty written in her contract. I explained that based on her excessive claim, a significant amount of new materials would have to be provided as well as many hours of labor, This is not something I could agree to given my 36 years of experience in this industry. Without confirmation from the manufacturer, that we in fact did something improperly or that faulty materials were supplied my hands were tied.

  I did explain that should the manufacturer feel she had a valid complaint, we would abide by their decision and they would then have to supply new material at no cost under their warranty.  She declined and refused the meeting making threats of legal action> One of her threats from her text stream (Just you know if you dont take care of this problem  within 2 weeks, I will be taking legal action)

  There were additional threats on the phone mentioning discussions she had with her attorney as well. Since I could not have an educated discussion with her to help mitigate the issue I thought it best that she have her attorney call us so we could discuss and hopefully come to a mutual agreeable solution.

  We obviously would like to rectify this issue it an expedited manner, 

   

  Customer Answer

  Date: 12/23/2024

  I rejected Mr. ***** responses for the following reasons.
  
  1. Mr **** even lies require professionalism. Stop Lying. You have never replaced any paver. Since you completed that driveway, I have never seen  you until Nov 8th when you came and confirmed the defected pavers all over in the driveway. If you replaced them , where  did all those defected pavers come from?
  
  2. Mr. **** actions speak louder than words. You brag of 36 yrs of experience, but the work on my drive speaks contrary. You acknowledged  malpractice and need to redo the work. What is holding you?. As I stated I decline to meet your vendor. It's your call to decide whether to fix the problem or not. 
  
  3. Please note , I am not a painter. The pavers are marked by dry erase which is easily erasable. The marked pavers have visible chips or broken. The 40 percent you are referring to could be even more.