Complaints

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• Initial Complaint

  Date:09/18/2023

  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.

  We contracted RA Masonry to help with one of our customers who was having a settling foundation issue. The goal was to remove the 2.5 inches of slope in the living room to the ** corner of the home. RA Masonry came in to do the work as a subcontractor and was paid 50% to get the project started and 50% after the work was completed. A few weeks after the work was done, the customer called us and said the issue might actually be worse now. I went back out and took pictures (attached) of the terrible work that was done. I let the owner (******) of RA Masonry know about it, sent him the pictures I took, and he said he would take care of it. I followed up after he said he would do it and he had not done it. He requested I come out to take a look with him so I agreed. On the day we were to meet he mentioned it was too hot and wanted to reschedule. He never did reschedule with me. In the meantime, o continued to get calls from the customer about the terrible work and how he planned to talk to a lawyer about getting this resolved. I asked RA Masonry again if he would take care of it or refund us the money, in full, and he said he will be taking this to court.What a terrible company and customer service! Im requesting to be paid back in full for the work that was not ever fully completed.

  Business Response

  Date: 09/18/2023

  We been trying to resolve this problem, but with the miscommunication from the contractor (midamerican basements) and the homeowner, it was never resolved. We tried to contact the homeowner to go back and fix our work. he didnt answer. And we have tried to contact ***** who at the time was giving us the contracts but turns out he quit. We wouldnt be able to do a full refund because all the laborer, materials and equipment that was spent on the job. I offered to pay half back

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20617912
  
  I am rejecting this response because:

  I took over talking to this customer on July 25, 2023 and RA ********************** on July 28, 2023, regarding this project. At the time, both RA Masonry (******) and the customer were onboard to get this poor installation taken care of. I took my production manager out to the home, per the customer's request on July 28, 2023, took the photos that are attached to this complaint and immediately reached out to RA Masonry about the shotty work that was done. He said he would take care of it and didn't, a few different times. 

  This customer is now looking to take us to court for work that RA Masonry never fully completed and decided not to go back out to fix. Now the customer won't even let us bring in a competent masonry company to fix it because this has been drug out too long. 

  It is not my responsibility to worry about RA Masonry's "time, labor" etc. The job is not done! I'm expecting a full refund to be able to best uphold our reputation to a customer that has now been taken advantage of, just like we are in this situation.

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

  Business Response

  Date: 01/23/2024

  We have tried to come out and resolve some of these issues on a number of different occasions. Unfortunately, the homeowner would not answer or let us in. As a subcontractor, technically we should not even be dealing with the homeowner. Im not sure what more can be done at this time. We did our job. We admit we had some problems. We paid for the material, equipment and labor. We are willing to refund 50%.

   

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 20617912
  
  I am rejecting this response because:

  The work done by the subcontractor is terrible and not complete. The customer tried to file a suit against us so we were forced to refund the customer the money. That is the same money we paid RA Masonry to do the work. So we are out the full amount of the project twice. We are demanding a full refund for the poor communication, poor work quality and an unfinished project that the customer will not let anyone fix as he is also fed up with the terrible customer service from RA. 
  
  Sincerely,
  
  *******************