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:10/24/2022

  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.

  Masonry work done. Terrible job. Repeatedly had to tear out and redo. Ended up not charging for a portion of the job because of how poorly everything went. I have documentation of final payment subtracting amount not charged and 2 year warranty. The job is falling apart. They will not fix unless I pay the amount they told me they were not charging me. I sent a certified letter when they stopped returning my texts. The letter was sent back saying no mail receptacle to deliver. I paid them everything they asked for and have receipt of payments. I need the warranty upheld for the several parts of the job that I paid for in full. I do not want the areas that they didnt charge for repaired - they are a total disaster- but I was not charged. I need them to come and cement the joints of the walkway that they supposedly totally took apart, and reset and filled all joints. There is no material left in most of the joints. It was better before they ever touched it. It is less than 1 year since completed. I have been trying to get them to return since June 2022. Job was done Nov 2022.

  Customer Answer

  Date: 11/03/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/16/2022

  On the 10th of November of 2021, we finished a masonry job for the client making this complaint. I am here to defend myself and my company, and to clarify the injustice of this client. Ive been in this business for 22 years, never have I had a complaint like this. I work for every client like I were working in my own home. I care very much for my company, and I care very much for all of my clients.
  The complaining client was given a price, a proposal. The proposal was described in very specific detail. We finished the job! Beautiful! Nothing to complain about! We returned afterwards to re-set again the walkway to their liking. In our original proposal, we were to re-use their battered and ugly BluStone and re-set the walkway. Any stones that were not usable, they agreed to pay extra for these new pieces of BluStone but they did not pay extra! Furthermore, they were happy with the restoration of the walkway, however, they denied payment of $3,300 for the walkway. Another thing, their walkway is set on stone-dust and dense packing, not cement, they are asking us to cement the gaps, we dont cement gaps for walkways set on stone dust, we only install cement gaps for walkways that are set on cement. We used polymeric sand in the gaps. Now, they want me to return yet again, to fix their gaps even though they denied payment of walkway. In their complaint, they state that they are not asking for repairs of what wasnt charged, however they are requesting repairs. They request repairs for the walkway, they did not pay for the walkway.
  After we changed the walkway to their liking a 2nd time, we asked them if they would consider paying the remainder of the invoice of $3,300 for the walkway, they denied payment again! I asked them if they would find it in their heart to make the final payment for the walkway, and they kicked me down like a dog! I will attach text messages confirming our proposal.
  All of the work that was paid for in full, I absolutely will return and repair. I absolutely will implement the 2 year warranty, however, I will NOT return to fix their walkway that was not paid for! The client asked for a final receipt, we sent an updated invoice with walkway payment deducted and a warranty of 2 years FOR JOBS THAT ARE PAID.
  I care about my clients, not only for 2 years, but for as long I walk this earth! All of my jobs are done with care and love! If this client would like me to hold up my end of my warranty, they need to finalize their payment!
  I also have proof of everything! Invoices! Text messages! Pictures and so on!

  Customer Answer

  Date: 11/17/2022

  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  

  Seems as though we are in agreement. I asked you to fix the lower steps that we did indeed pay for in full. I gave you the opportunity to do this over a month ago. Please let us know when someone will come to place proper cement grouting in the lower set of granite steps that were paid for in full. With the ground somewhat frozen this will

  have to be scheduled for Spring 2023.  We will

  have someone else fix the path. And I cant believe your response about reusing the materials we had. You assured us they would look good as new. We asked over and over if we were wasting our time using the blue stone that was existing. We were assured it would be cleaned up and reset good as new. We did agree that we would pay for new pieces if these broke it were us usable. Obviously you thought they were usable if you reset them and didnt have to buy any new pieces. Please tell me you are proud of this work and its condition less than one year from being completed. Video attached. 
  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,

  ****

   

   

  Business Response

  Date: 11/20/2022

  Agreed, we will call to coordinate a date to cement the sides of your granite steps that were already existing, from the driveway until the beginning of the walkway. Stops at the walkway. Spring of 2023.
  
  Regarding the text message you sent us about the steps in August, the reason we did not respond is because you were not honest with me about the walkway. I removed a TRUCKLOAD of your rotted, terrible bluestone, and replaced the walkway stones. You said you were happy the second time around yet still refused to pay us. Furthermore, we replaced broken Blustones, this was also never paid for. For these reasons, I decided to remove myself from this situation, because you were not honest with me! The gaps in your old walkway was 3 4 inches away from each other, all of your Blustones were totally uneven and it was a horrible mess and we not only fixed it once, but twice! The gaps were beautiful, uniform! You cant complain about the job we did, it was beautiful! You seemed happy on that day when we re-set the walkway to your liking, but still refused to pay us. Thats why we did not answer. This should not have gone this far. You were a PROBLEM CLIENT since the VERY FIRST DAY. I regret ever accepting your job. I am responsible with all of my clients, if you paid me what you owed me, You wouldnt have had to call me twice to resolve any problems. I have care and concern for all of my clients! This is my life business! All of my jobs are done with love and care!