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Business Profile

Mason Contractors

Joe Wells-Professional Masonry & Chimney Care
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/10/2022

    Type:Product Issues
    Status:
    Answered
    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.
    I hired Joe Wells to repair leaking around my chimney. He said the ridge cap and chimney flashing needed to be replaced. He charged $4,900 for this work. He told me the roof would no longer leak once he was done. The roof continued to leak after he was finished. I notified him and he came back and applied more sealant. It still leaked. He sent me a picture of the label on the product he used which states it is not immersible. He admitted to using the wrong product. He left holes in the roof where he replaced the ridge cap with a smaller one and didn't fill in the holes where the screws from the larger ridge cap were removed. A roofing company came out and inspected his work. They stated he did not properly seal around the chimney and ridge cap. He also did not address the issue which was causing the leaking. Water was standing behind the chimney and a metal piece was needed to divert the water. The roofing company installed the piece. They also stated the original ridge cap did not need to be replaced. It was not the source of the leak. Joe took advantage of me by charging for unnecessary work instead of fixing the issue causing the leak. The roofing company says the entire roof could have been replaced for $6,200. I paid Joe $4,900 for just flashing and the ridge cap.

    Business Response

    Date: 11/17/2022

    I have been extremely busy fighting deadlines for customers to get work done by Thanksgiving and have not had ample time to reply to this complaint. I am however going to. I have witnesses that can prove this customer is lying and I have her text messages that contradict what she has written to you all. I have pictures and solid proof that this customer is trying to scam me! I did not see this email till two days after it was sent. Please allow me till this Monday to submit all my evidence! I have a perfect record and I maintain the highest standards of customer relations and communications. Joe Wells

    Customer Answer

    Date: 11/29/2022

     

    Complaint: ********



    I am rejecting this response because:

    This picture shows a metal piece which a professional roofer installed to stop the leaking around the chimney after Joe performed unnecessary work.  This piece has stopped the leaking.  This is all Joe should have done.  I hired Joe to do one thing, stop the leaking around the chimney.  He did not do this and the roof continued to leak after he left,  causing damage to the roof and ceilings.  I am asking for a refund of $4,500.00.  I paid Joe $4,900.00.  I am not asking that the cost of materials be refunded.



    Sincerely,


    ****** *******

Joe Wells-Professional Masonry & Chimney Care is BBB Accredited.

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