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:01/29/2025

  Type:Product 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.

  Hi, The job is not finished and I have called / text and follow up many times in an email but no response. Only response i get is we are busy and have other customers with no time or date on the job being finished/ at this point, I just want my money back and nothing to do with this company. The 6 thousand was initial down payment and they advised they will come back to finish the job and its been over 3 months.

  Business Response

  Date: 02/02/2025

  The job is finished, the client wants us to do additional work that was not agreed upon and also the client did not pay our initial contract in full and I will need to check for sure but off the top of my head I believe he paid us around $1500/$2,000 less than we agreed.

  Customer Answer

  Date: 03/05/2025

  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 invoice was never agreed upon as you can my signature is not signed. The business advised ** can work around the price and agreed on less. The issue is with thier guarantee work for 25 years. Consumer is asking to fix the issue they did *** the job is not finished. I can show proof of text if needed
  
  
  Thanks,
  Kayur  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My mother ***** ******** is 75 years old. She had a crack in the last 6 inches of a beautiful stone retaining wall at her house in ************. She hired Henderson masonry after a visit with ***** (son of owner). The quote was in the range of $400-800. On Tuesday, 8/13 hired men arrived at my moms house and dismantled the top two rows of the entire wall which was in excellent condition. The top two rows of the wall were in pieces on the ground. ***** then demanded $10,000 to put the wall back together. This was not an agreed upon amount nor was the destruction of her property planned. The ****** at the company did an abominable job reconstructing the wall without any regard for the appearance. It is an eyesore. They would not clean up without repeated requests to do so. After such an atrocious outcome, with the structure of the wall compromised, ***** took $8,000 from my elderly mother.Henderson Masonry destroyed my mothers property and extorted $8,000 from her. Henderson masonry should be held accountable for their immoral conduct. We have several photos but too large to attach.

  Customer Answer

  Date: 10/18/2024

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

  I have attached a photo of the wall before the business deconstructed it. It is clear from the photo that the stones were not loose, except for the very end of the wall. I did contact the business, but no compromise was suggested. No partial refund was offered. 

  Business Response

  Date: 11/05/2024

  I arrived to do a minor repair for ***** after she had sent me a picture of a small section of a wall that needed to be repaired upon arriving. I noticed the rest of the wall was in really bad condition. I was asked to provide an estimate for the rest of the works, and I said that I could not give a fair estimate unless I remove the stone to see exactly how much of the wall I could save. I removed all of the necessary stone after agreeing with *****, and provided an estimate that ***** was happy with. We signed a contract and I completed the work throughout the project. There were a few things the homeowner was not happy with. I reduced my invoice on two occasions I offered to come back and do anything that needed to be done to put clients mind at ease. I offered client daughter some form of compensation that she denied as she could not come up with a reasonable amount. This is the first complaint I have ever received and I just wanted to go away, the whole job was an absolute nightmare for all parties involved, but I do feel the statements made by my clients daughter are completely untrue and not very nice allegations to make about someone 

  Customer Answer

  Date: 11/14/2024

  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 wall was in good shape before the additional repairs were performed. ***** agreed to check for loose stones but not to have the upper rows of the wall completely dismantled. A new inflated price was agreed upon after the wall was disassembled.

   The result is an eye sore. The quality of the repair was shoddy with gaping holes left in the retaining wall of the garden. The mortar used is not in keeping with the quality and aesthetic of the home. 

  The appearance of the work performed causes anxiety on a daily basis. Despite hiring a professional to clean up some of the mess left by the workers, the wall looks no better and no more in keeping with the rest of the wall or the house. 
  

  We did offer to accept a partial refund in compensation for the mental distress and damage to the wall, but the business rejected this offer. 
  

  We acknowledge that the exorbitant fee was reduced slightly at the time, but if not paid, the wall would have been left in countless pieces on the ground with no clean up of supplies. 
  

  We would also like this to be over. A $2000 refund for miscommunication and dissatisfaction with the work would be sufficient to close the case.
  
  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,

  Claire

   

   

  Business Response

  Date: 11/18/2024

  Although I do not agree with your complaint I do work very hard to provide customer satisfaction. I am happy to refund $1,000 to resolve this matter.