Complaints

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• Initial Complaint

  Date:04/13/2024

  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.

  1/10/2024 we entered into a contract with Jeff VanCamp owner of Rock Solid Services LLC for 2 projects, contract uploaded. Total cost for both projects agreed on was $32,191.58. They began the 1st project 1/17/2024. Cole, Jeff's son advised that 3-4" of soil was removed and the 4" of stone was in place ready for 2nd contractor. The contractor (*****) advised there was insufficient stone in place & notified Rock Solid of the discrepancy so the additional stone would be added prior to the vapor barrier and concrete being poured. They returned to complete the job adding additional stone, the vapor barrier and pouring the concrete. During this 1st project the team had a few issues. 1st while using the dump truck to unload the stone for the basement they got too close & damaged an exterior heat pump unit. They also broke a flower pot that Jeff had indicated they’d replace, but did not. On 2/6/2024 they poured concrete, the concrete truck was too close & the house quickly became engulfed in exhaust fumes. I work remote and was inside and had to evacuate. I was on the phone with the office of Rock Solid and notified them of the issue. The team lead, Brad had the truck moved. In the end they left a rock protruding from the concrete in the middle of the floor & they failed to fill some areas. After this experience we were concerned about allowing Rock Solid to continue, but Jeff asked us to trust him, he wanted to redeem themselves after the issues with the 1st project. The retaining wall is not straight, it curves near the staircase & also bows in the middle as you look down the span of the wall. The retaining wall was contracted to be 6' tall, but actual height is 5'1". The patio landing was contracted to be 6' by 6' with a 6" by 9" border, they delivered is 3' 10" by 6' landing with no border. The wall at the base of steps had a squared corners except 1 block had a rounded corner. Jeff shared a reel from their ******** page of staircase completely different from what they delivered. The objective was to have a staircase that cascaded down the hillside from the wall, the staircase delivered scrunched the 16" depth steps over top of each other into the confines of the wall, leaving the last step at the wall at the top of the hillside. I raised this issue to Jeff he agreed to add 3 additional steps to make the job more acceptable. Jeff sent a new bill charging us for the additional steps that had not been agreed on. 3/28/2024 at 3:25 PM the crew hit our deck, the deck shifted 6-8 inches upon impact. The lead Brad was immediately on the phone explaining what had happened. No one has look at the deck to ensure no structural damage was done, I had asked Jeff, but he didn’t respond. Work was completed late afternoon on 4/2/2024, I requested to discuss it with Jeff before paying the final bill unsuccessfully. The stress while I was trying to work was more than I could handle so I paid the final payment to stop the harassment. *** messaged Jeff later and Jeff did not respond. Upon completion Jeff’s son came to the door while I was in the middle of a conference call for my job. I asked that they come back after *** ******** was home to go over the work completed. However, they kept calling me, texting me & ringing the doorbell while I was trying to work. Intimidating a woman to bypass having a conversation with *** on the quality of work was highly inappropriate. I paid them including the extra that was not agreed upon to avoid any further harassment.

  Business Response

  Date: 04/26/2024

  As far as the basement and the concrete missed areas, this was fixed, repoured and corrected, the pictures attached are pre corrections. The panels on the ac unit were also fixed by a 3rd party company *** hired to come and correct the areas that were damaged. All new panels were applied. The third-party company was paid by RSS to complete this correction. As far as the retaining wall and the corrections for this; there were a series of text messages that went back and forth between the owner of RSS (Jeff) and ******. Jeff offered to come to correct the caps and he also offered to come at 6pm to speak with *** and get this corrected for them. ******'s response was "have someone come pick up the check". Neither ****** or *** wanted to discuss the correction of the retaining wall. ****** submitted the final payment that evening of the job being completed. ****** acknowledged the basement was fixed and the ac was fixed on 2/27. ****** was asked several times which worker had hit her porch as during our investigation none of our employees advised even coming close to the porch nor had hit this.  ****** refused to respond indicating to us the porch either never was hit or was mistakenly accused of being hit by our employees. On 4/3 Jeff asked ****** to meet to discuss the issues and how we can get these corrected and ******'s response was that she was going to discuss this with the BBB and then would not confirm a time with Jeff to help us get any further items corrected. On 4/1 ****** brought up the concerns with her steps and indicated they were not what she expected they would be. Jeff responded with the pictures that the estimate was off of and ****** responded back with she was sorry she did not understand the description and, in the future, she would get a drawing to ensure it was clear. Jeff responded on 4/1 he would offer to rebuild the steps to what she was looking for but that this would then need to be readjusted for cost as we would need to undo and redo what was agreed upon and adding in more steps than the 6 that were put in. ****** agreed and they added in 3 more steps which totaled 9 steps. RSS has pictures of the finished and corrected areas that we made right. RSS has several text messages of the communications trying to make the customer happy. ****** was not responsive when she chooses to be and then she was threatening BBB when RSS tried to correct or helping to fix things that may not have been up to the customers' expectations. Sometimes customers will refuse to communicate and what is in their mind is not always what is in the contract that is signed. We would have appreciated the opportunity to make the corrections and turn this into a back yard oasis for the customer however with the breakdown of communication and resistance this was not achievable.   

  Customer Answer

  Date: 04/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I don’t know who ****** is that he keeps referring to.  Jeff did not reach out to us as stated above.  Jeff did not offer to fix the issues to contract, he called prior to the BBB complaint being filed shouting at *****.  They had the three  extra steps sitting in my yard, I requested him to make it right to meet the original photos he shared.  He was shouting at me very unprofessional and said the extra steps had been laying around his shop he’d add them.  The next day he sent us a revised bill with  $1275. Extra to place them at the bottom of the others.  This was not agreed to and these 3 steps did not resolve the issue to ascend as expected to the lower yard as original request.  Further the bottom step is not staying in place and the patio that was smaller than the contract is already buckling and not laying flat.   Before filing the complaint we tried to resolve the differences, I simply asked to contact us after work hours and he wouldn’t.  He sent his son Cole, called and kept texting me after I told them both I was in a work meeting with my managers.  I paid them to stop the harassment so I could work, that behavior is completely unacceptable and unprofessional.   I’ve attached a screen shot of the text message I sent Jeff before signing the contract, I was trying to be courteous.  However I felt he left the stairs out of the quote to beat out the other companies unfairly and would have resulted in a major add on later.  The other company fairly included all details  but came in  higher in price.  Jeff knows our family, I explained to him why we needed the stairs to ascend to the bottom for the older family members to enjoy the space. The picture he shared when providing his quote for consideration is attached, what we got looks nothing like what he sold to us.  I also included the last text exchange, he wasn’t agreeable to fixing or stopping the text, calls and doorbell from ringing, I reached a point where I was frightened and decided to give them the check and filing the complaint for assistance.  While his text said he’d come at 6, his son didn’t leave and the phone and doorbell kept ringing.  We asked him for the discussion but he got his money and didn’t respond at all to ***.   We are beyond disappointed as we tried to do the right thing by hiring the small local business owner and did not expect to be treated like this.  Regards,  ***** *** ****** ********

  Business Response

  Date: 04/30/2024

  ****** is a miss type, it was meant to say *****. We did everything to try and make you happy with what was stated in your contract, please reread the contract, it stats "We will install new stone face steps off the landing down to the bottom of the retaining (roughly 6 steps 72"x 16")."  and as seen in the final picture that is what you got, nowhere in the contract that was signed does it stat anything about cascading stairs. You were not pleased with the original 6 steps as stated in your contract, so Jeff offered other solutions to make you happy by adding more steps, you agreed on an additional 3 steps to extend the stair way down a little past the landing. The three steps are not free, and you agreed on the pricing of the 3 steps prior to them getting installed. Rock solid met the contracted. I have attached a couple of screen shots that indicated jeff agreed to meet at 6p, Cole had left once the job was complete at 1:54p All of our employees are tracked with GPS during working hours via ********** and can show he was no longer there once you did not answer the door. Jeff did not harass nor text aback once he stated he would meet you guys at 6P, until you texted him at 4pm and told him send someone to pick up the check. I attached the actual reference photo that was shown to you with proof from a text with you and not a screen shot reel off of our ******** page for the contract with the stairs coming out of a retaining wall, which is what was given to you.  

  Customer Answer

  Date: 05/01/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Definitely got us on the wording for the steps, it’s not at all like the  picture you showed us or what we talked about but you got us there… I guess that’s what they call bait and switch.   This does not address the landing not being per contract or quality of work.  We’ve had another mason out to assess the work who shared that there is as much as a 6 inch variance in the bow in the wall which represents structural issues.  All the blocks but one at the corners of the wall at the steps are squared, only one is rounded.  The landing per contract was to be 6 foot by 6 foot with a raven 6 inch by 9 inch boarder.  The landing is smaller and has no boarder.   You under estimated to beat the competitors at time of quote and chose to deliver even less.  Your unethical approach and lack of quality work is disappointing. One last note regarding the fact that your team was drinking beer and leaving empty cans on my property and burying garbage from the job including plastic glue tubes poses risks and environmental hazards.    If necessary we will pursue getting a formal engineers inspection done and contact our lawyer.  Someone needs to take a stand and stop contractors like Rock Solid from taking advantage of consumers.   Regards,  ***** *** ****** ********

  Business Response

  Date: 05/02/2024

  The landing that you are addressing, if you read your paper contract that you signed and i have also attached to this complaint, states "currently landing will be removed and replaced with a +/- 6' X 6' paver patio stone ridge XL pavers granite city blend with a raven 6x9 boarder."  the plus or minus gives wiggle room for both parties. There are no structural issues in the wall. The rounded block on the corner we would like to fix, we have attempted to fix this, this will be the second time, we would replace the top block with a square one to match the others. I am not sure how Rock Solid would have underestimated your quote to beat the others, as we did not and still do not know what the other companies quoted you at.  We are also willing to look at the bottom step that you stated is lose, to see what could be done for that, but once again when we asked to meet with you on 4/3/24 and go over all of this you, you responded with a text no and to just come and pick up the check. Please advise Rock Solid if you would like us to come and correct the issues stated above. 

  Customer Answer

  Date: 05/03/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  To restate and confirm my understanding of the business practice Jeff Vancamp owner of Rock Solid Services LLC has stated in his prior response is he uses as a practice in his 'quotes'  with each stipulated agreement made with the customer he is adding a '+/-' to allow him 'wiggle room' to later deliver less than was agreed upon without further agreement or refund to the customer.  This is a cost benefit the company, without regard for the consumer. Jeff has demonstrated this 'practice' in the following: Customer #1 - Rock Solid sold some X # of stairs, he had 3 remaining for which customer #1 paid for, and given Jeff never offered us a discount, I am sure he did not discount from their purchase either to live up to his '+/-'  stipulation in the contracts. Customer #2 - Rock Solid Sells these same 3 stair for $1275.00, he did not in fact honor the '+' in his clause and further he has now collected payment on the same 3 stairs from two customers... doubling his profit. The Federal Trade Commission Act under section 5 sets forth to protect consumers in the U.S. against dishonest practices by merchants 'UDAP laws'.  Jeff owner per his own admission having made it a practice to dishonestly use the '+/-' stipulation in your contracts as a method to deliver less than agreed upon with the customer, but still hold the customer to the original agreed upon price, is dishonest, deceptive, unfair and abusive.   Then when in a position to add three additional steps that he stated he had laying around already which had been paid for by another customer free under this same stipulation, he failed to honor the '+' side of this agreement.   There is sufficient cause to engage a lawyer, there is cause to reach out and let every customer who used Rock Solid Services LLC and having this stipulation on their contract and had Rock Solid deliver less than agreed to and wants to take part in a law suite with us, to join us.  If I have to go this far I will be seeking more than what we originally agreed on. The final offer I am willing to accept is for you or a certified mason paid by you to come out and fix all of the following: - The retaining wall needs to be taken down and rebuilt per original agreement; 6 foot, straight and even, no curves, bows or staggered uneven blocks - The patio as per design sold to us; 6 foot by 6 foot with boarder as shown in the reel / picture shared in order to get the sale - The steps as per the reel / picture shared to get the sale and enough to cascade down the hillside to the bottom of the hill as originally requested - I'd like the $1275.00 refunded and the flower pot you broke replaced The only reason I text and said to send someone back to pick up the check was so I was not the one in the 'wrong' I not only satisfied my commitment, I paid the extra added without agreement to stop the calls, text and doorbell ringing while I, a senior women was home alone and trying to work, even after I'd ask even the day prior when Cole asked to do the walk through.  I had ask to come and do it with *** when he was home.  *** text messaged Jeff after I had paid the final payment, Jeff chose not to respond.  We waited days for Jeff to respond before raising the BBB complaint.  We gave fair warning, we are not asking for anything we had not agreed upon prior to signing the contract.  The BBB process include you reaching out to the consumer to try to come to agreement, even after the complaint was filed you still did not call.  In retrospect the contract I signed I did not have an opportunity to pre-read before your arrival.  Jeff had brought a paper copy of the contract with changes adjusting for adding the additional stone to the area up next to the wall.  I was feeling under pressure to sigh so Jeff could get home as it was later so I didn't read closely the wording related to the stairs that got added as well.  Jeff about the 2/5/2024 incident where the crew flooded our house with exhaust fumes by having the cement truck too close to the open basement window.   I suffered a headache for almost a week, nausea and undue stress, I should have called for emergency assistance then, but didn't want to call attention to the teams error.  *** and I have tried to be reasonable, fair and even understanding with all the mishaps, but the poor quality of work and not delivering as agreed on is more than can be expected.The stress this has caused has been awful, literally I would rather not have you come back, but I am trying to be fair, unlike you.  I would like to see you change your practices to be more honest, don't put others through the stress and headaches you've caused us.  Honest contractors are needed in our community, I don't want this to go farther, I just want had sold us.  Jeff asked me over and over to 'trust him' and he hasn't earned it... now is an opportunity to live up to it please.    Regards, ***** *** ****** ********

  Business Response

  Date: 05/20/2024

  After speaking with the BBB( *******) today Rock Solid services is willing to come back and fix the top corner block that is at the end of the retaining wall to match the other corner blocks. We are also wiling to come look and possible push the bottom step back that ***** stated was loose, prior to Rock Solid putting the steps in ***** asked for them to expand as far as possible to gain extra space with the stairs, jeff did explain that this was not the correct way to install the steps as they should be over lapped about 6inches for sturdiness but ***** wanted to gain as much step space with the original 6 steps. If ***** would like to send Rock solid an email of the new replacement flowerpot that was broke Rock Solid would replace it. The original contract is attached that explains everything that ***** was getting and got.