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:08/17/2022

  Type:Order 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.

  Contractor was 2 weeks behind the date they said they would start the work. We needed them to come out, and were told it would be an additional $800 to send anyone, because "We have a minimum to send the crew out and that is the minimum cost."Based on this I canceled the contract because I needed to move forward and because two people at Elite Stonework, including the owner, stated I would get the deposit money back in full. I didn't hear anything from Elite Stonework about rescheduling me or trying to fit me in. I appreciate it I guess, but I had no idea. Then one day after that I confirmed the cancellation. But then they only returned half the deposit because they claimed they lost work because of my cancellation. My two days to cancel is versus their 2 weeks delay, plus their wanting to charge me $800 just to send a crew out, and then who knows what further delays. Two days versus two weeks? That seems a bit unfair to keep my money when no work was done. I give them a deposit, but the start date wasn't met, then I lose half my deposit.

  

  Business Response

  Date: 08/17/2022

  We clearly state in our estimates that deposits are non-refundable. "*1/3 Deposit due to book job. Cash or Check accepted. Credit card payments accepted, but additional charge of 3% to be fee per transaction to customer. Fully licensed & Insured. Deposits are non-refundable. 
  Balance due at project completion."

  We were set to start his job, and had materials picked out and then the customer cancelled the project.

  We gave him half of his refund back even though we ****** state that deposits are non-refundable in all of our estimates/invoice correspondence. He was aware of this when he accepted his quote. 

   

   

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The owner and their representatives in email and by text confirmed that they would be returning the full deposit. They did not return the full deposit. No evidence was provided of any materials purchased for the job. They did not start the job. They were two weeks delayed starting the job for reasons on their end. They wanted to charge additional fees to come out, so who knows how long it would have been before they came to do the work.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******