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:09/19/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We contracted with Pyramid Stone Works LLC to repair a damaged retaining wall. We signed a contract in June 2022, agreeing to a total of $3300 for the job, with $1980 payable immediately and $1320 payable upon completion. We paid the $1980 as agreed and the building supplies were delivered to our home. Before they could begin work, we ran into a permitting issue. That was absolutely not their fault and had nothing to do with them, but they assured us that they could take care of the permits. However, they later informed us that our local permitting issues were beyond their abilities and their communication slowed considerably.In August we resolved the permit issue and asked Pyramid Stone Works LLC to void our contract, refund the money already paid, and remove the building materials from our home. Our contract specifies that unused building materials are the property of Pyramid Stone Works LLC, and we would like them to remove them immediately as they are blocking the street in front of our home. Our contract does not specify that there are no refunds, and since absolutely no work has been done whatsoever we would like our $1980 back as well.

  Business Response

  Date: 09/19/2022

  We are not responsible for the materials that the customer wanted. They were unable to get the permits for the job. We will return some of the money but not the entire payment as we do not want the materials that they wanted for their project. Thank you. 

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We are happy to receive a refund, in the form of a check mailed to us, for the amount paid ($1980), minus the amount paid for the materials. Please inform Pyramid Stone Works LLC that we will need the invoice for the supplies as well, so we know what was paid for them.

  
  Sincerely,
  
  *** And *******************************

  Customer Answer

  Date: 10/19/2022

  We contacted BBB regarding Pyramid Stone Works LLC on September 18 2022 regarding a failure to complete a contract and requesting a refund. The number assigned to the case was ********. Pyramid responded to BBB and agreed to refund us the $1980 we paid, minus the cost of building materials delivered to our home address. We agreed to this as well. Since then, we have heard nothing from Pyramid regarding our refund. I have contacted them twice via the same email we used to communicate with them initially and received no response. Since they did respond immediately to BBB we are hopeful that they will do the same this time and issue our refund ASAP. I have attached both the initial complaint showing Pyramid's willingness to refund us, as well as my emails to them asking for the refund, both of which went unanswered. This is unfortunately our last step before legal action. We would like the following mailed to our home address, *****************************************************, as soon as possible: 1. An invoice from ********** showing the amount Pyramid paid for the unused building materials 2. A check made out to ********************* for the amount of $1980 minus the amount listed on the invoice. Thank you!