Complaints

This profile includes complaints for Masonry Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Masonry Restoration

  7325 County Rd. 65 Gibsonburg, OH 43431

  
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  Masonry Restoration

  7325 County Road 65 Gibsonburg, OH 43431-9786

  

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:10/14/2024

  Type:Customer Service 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.

  On April 5, 2025, I signed a Proposal for work with Masonry Restoration, LLC, for a charge of $5200.00. The contract states that the job will be completed in 1 to 2 weeks, weather permitting. I gave ***** **********, owner, a check made payable to Masonry Restoration, in the amount of $2600.00, believing that I was at the top of his list. I understood with the month of May being rainy, that he could not work on my project. On June 9, I contacted him by text to see when he could begin my job. He said it was too hot at that time, that it would be "next week". It didn't happen. His June 17 text says the concrete will be torn out Monday, June 24. On June 24 he said there was rain predicted for Tues, the 25th. On Wed., June 26, ******* text said "We are tearing out the concrete Monday a.m." I reminded him that I was leaving on vacation July 3 until the 15th, and would rather not have the work being done while I was away. He said he'd be here on July 16th. That morning I texted him and asked if he would be here to work. He said No, possibly Thurs. or Fri., if not, Monday for sure. He didn't show up on Mon. the 22nd. He apologized on July 23rd and said he'd refund my deposit. I should have agreed at that time to take it, but I really believed he'd get it done. I was talking with my neighbor who told me about another company here in town, called **** ****, that uses a simpler technique that does not require so much labor. Being local, he would know more accurately what the weather would be here. That person came, measured and gave me a quote. He could work me into his schedule so I said Yes. It took two (2) half-days, and finished on Aug 14. The first morning, they ground and leveled the cracks, filled it and smoothed it. A week later they put on a finish coat.
  I requested my refund from ***** on July 27. He has since apologized, and promised in many texts that "the check will be mailed this week", but I've not received it.

  

  Business Response

  Date: 10/14/2024

  False information on customers complaint. She was informed that once the heat we was having 90+degrees for few weeks in a row we would start then once the temps was better. Many times that I texted and said we could start she keep saying that she was going to be out of town or had appointments and when we did just show up she had done broke the contract and hired someone else to do something completely different than what was agreed on. 

  Customer Answer

  Date: 10/15/2024

  
  
  Complaint: 22411213
  
  
  
  I am rejecting this response because: Masonry Restoration’s Proposal does not state the $2600 is non-refundable. In fact, ***** ********** offered to refund that amount to me in a text on July 23, as no work has been done. Many times following that date, he has stated that the check will be in the mail “this week”.

  There were no up-front expenses for my job, and this company has used my money, interest-free since April 5, 2024.  

  
  
  
  Sincerely,
  
  
  
  ***** **********

  

  Business Response

  Date: 10/28/2024

  I have learned a lot  from this experience with this customer I will for now on save all text messages due to a lot of her allocations are very incorrect & a check will be issued to her remaining balance of what wasn’t already purchased to do the following work that we did make attempts to do even though it was limited on when we was allowed to due to her schedule and lawn care maintenance. Either way a lot has been learned for sure on dealing with this customer ??. 

  Customer Answer

  Date: 10/29/2024

  
  
  Complaint: 22411213
  
  
  
  I am rejecting this response because:
  
  I expect a full refund of the down payment of $2600.00 as promised several times by texts from ***** **********. I was notified of no materials purchased for my project. I was told that I must provide the paint for the wood steps, which I did purchase and now do not need.  As for the 
  
  Lawn maintenance, the Homeowners Assn, when advised that I would be having work done, had no problem with working around the situation. 
  Previously, ***** stated that “many times” his crew was ready to start work but that I had an appointment. There were No appointments that would have prevented them from starting this long-awaited project. I did go on a planned vacation over the 4th of July and a week after. With my being 14 hrs away, I was not comfortable having them work here at that time. 
  Sincerely,
  
  
  
  ***** **********

  

  Business Response

  Date: 11/04/2024

  Again false information on when we could do the work and that she never had any appointments because she did and few times went out of town and was told when we could do the work and then told when we couldn’t and sorry that her schedules was always last minute notices for when she was available for us to complete the work. I reject her false information given and should had screenshotted and saved many text and voice messages. Also there was stone,lumber and other materials that was bought for this project along with the time spent 

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: 22411213
  
  
  
  I am rejecting this response because:

  It would be good if *** ********** had kept the texts we sent back and forth, as there is no such text from me that indicates I had any appointment.  He must have me confused with another elderly widow lady. I am asking for my refund, as he promised several times. The proof is in the copies of texts I provided. 

  I appreciate his offering to refund my $2600.00, but I shouldn't have to pay for materials. Any materials he would have purchased were not exclusively for my job, and which could be, and probably were, used for other concrete jobs performed by his company. If so, he would have charged that customer for those same materials.

  I will accept $2500.00 to close this case.
  
  
  
  Sincerely,
  
  
  
  ***** **********

  

  Business Response

  Date: 11/22/2024

  Complainant was offered and sent a money order in the amount of $2,300, which she has declined.  The amount of $300 was retained to account for time and material.  

  Customer Answer

  Date: 11/25/2024

  
  
  Complaint: 22411213
  
  
  
  I am rejecting this response because:
  I have not received a money order.  I’m asking for proof, copy of a receipt or his copy of a money order he supposedly sent showing the date it was purchased, from what bank, and where it was sent. 
  Again, I will accept $2500. If he would rather go to Small Claims Court, I will ask for the full $2600 plus interest, court costs and fees. 
  
  
  
  Sincerely,
  
  
  
  ***** **********

  

  Business Response

  Date: 12/06/2024

  Complainant was offered a fair refund of $2,300 which she has declined.  No further offers will be provided.  

  Customer Answer

  Date: 12/09/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22411213, and find that this resolution is satisfactory to me.
  
  
  I will accept the offer in order to close this matter, providing I receive a money order in the amount of $2300.00 by December 22, 2024.  I will notify you, the BBB, if I have not received the money order by that date. 
  
  Sincerely,
  
  
  
  ***** **********

  Customer Answer

  Date: 01/07/2025

  {BBB transcription via attachment}

  I had given ***** ********** until Dec. 22 to send me his money order, but nothing has been received from him. 

   

  

  Business Response

  Date: 01/15/2025

  [BBB Transcription via Email]

  The money order was sent out and she had received it because she had told me she wasn’t going to accept the offer then sometime later decided to accept the offer so far as where the money order is what she did with it is beyond me. I have completely complied with all requests on this complaint. 

   

  Customer Answer

  Date: 01/17/2025

  
  
  Complaint: 22411213
  
  
  
  I am rejecting this response because:

  No receipt, copy or proof of any money order has been provided, and I repeat that I have not received any payment from Mr **********. Experience has told me that he is not a man of his word. 
  
  
  Sincerely,
  
  
  
  ***** **********

  

  Business Response

  Date: 01/21/2025

  I object to her response because she has stated in the beginning she didn’t except my offer & that was after the money had been sent so therefore this seems to be a on going issue & my mistake for not being able to find the money order ticket stub that was sent to her!

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: 22411213
  
  
  
  I am rejecting this response because:  *** ********** claims he sent a check, then later he said he sent a money order.  I have not received a money order or a check from *** ********** or Masonry Restoration. He will be required to provide proof of payment if he thinks he can win the case in court. 

  
  
  
  Sincerely,
  
  
  
  ***** **********