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:02/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I hired him to build retaining ************ around the house. He promised his works his lifetime warranty. But fence are about to fall down within 2 months. He came & looked at it and said will fix it. He just dragging the time, never came and fix it. He wont answer the phone. He wont stick to his words. I want him to come & fix his work as he promised.

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I paid Dzwil $3000 to do some brick replacement and spot pointing on my brick exterior. The quote is for "any and all missing materials" to be pointed. They did not finish the pointing and have repeatedly promised to come finish the job. It has been over 12 months since they started, but we have continued to communicate via text message during this time; they continue to say they will finish and do not show up to do so.

• Initial Complaint

  Date:12/06/2022

  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.

  ************************************ was hired to replace 2 sets of concrete stairs in the front of my property. The first set is 4 steps leading to the front door and the other set is shared between my neighbor and myself and consists of 7 steps. ** ********************** wrote my neighbor and myself two separate contracts (attached). In addition to two sets of stairs, my neighbors contract included the replacement of her retaining wall. Both of our contracts were for form and pour 3500psi concrete stairs. Oct 7th 2022, ** ********************** started the project. He was very professional giving his estimate, preparing the contract, explaining the planned project, and receiving his deposit. Unfortunately everything that followed was a 3 week long nightmare. He took our money and then sent 1 man to do all of the demolition by himself. ** ********************** ignored our calls/texts/emails and the stairs were not poured until oct 15th. On october 10th ** ********************** dropped off precast steps outfront of the property. I approached him asking what the steps were because our contract was not precast and he became extremely defensive and said "this is what we use now." I told him several times that we would like what our contract states and he repeatedly told me "that contract is old." I explained to him there are no expiration dates on the contract and we did not agree to precast, if he was adamant about precast he needs to 1.change the contract, 2.adjust the price, and 3.provide spec sheets for the stairs. I sent him many emails, voicemails, and text messages before finally seeing him in person to resolve the issue. He finally agreed to pour the stairs after being unable to locate the spec sheets. Our new issue is that ** ********************** 1.did not replace the railing thus leaving my steps not up to code, 2.created a ramp as a bottom step and refuses to fix it, 3.my retaining wall is now cracked and my lawn is pouring onto the steps, 4. no drainage pipes were placed in the wall. 5.When contacted he says "will be in touch" or refuses to answer us.

  Business Response

  Date: 01/22/2023

  December 27, 2022 
  My name is Henry D****, I represent H. Dzwil Masonry LLC. This is in response to complaint ID: ******** 
  At said complainant's residence, we replaced two sets of concrete steps. One set was directly against the house at the front door. The second is a shared set of steps, split with the adjacent house. I was hired by both the complainant and the owner of the adjacent house. The difference being, in addition to both sets of steps, the adjacent house understood her brick retaining wall was failing and employed us to replace it as well. Logistically, we couldn't pour the shared steps until we finished building the retaining wall. According to complainants' letter, we started on October 7, 2022, and was completed October 15, 2022, a total of eight days. While this may have been a slight inconvenience, I strongly feel this should be a moot point! 
  Calculating the proper height and width of the concrete steps are as follows: The total rise (51") of the area in inches is divided by 7" (standard step height) (fractional results to the nearest whole number). This result yields to the number of steps needed, in this case seven steps. Then 
  take the run (84") and divide by the number of steps (7), this yields the width (12") of tread. In addition, the houses are built on a hill. I had to factor in the difference in elevation changes from one sidewalk block to the next. Prior to construction, sidewalk blocks on both properties had weeds growing from multiple cracks in which I indicated a need for immediate replacement. 
  In response to complainants cracked retaining wall, we did not build the wall, nor should we hold responsibility for the failed integrity. Our work replacing the concrete steps had zero impact on her existing wall. Replacing the steps only uncovered more evidence of the already failing wall. I'm unclear why complainant feels we should have installed “drainage pipes" in her existing cracked retaining wall? That was not mentioned in the contract nor during our discussions. Additionally, if weep holes are wanted, we can provide for an extra charge. The railing has been installed prior to receiving this letter. 
  Enclosed is an email I sent to customer trying to resolve her frustrations. In addition to the email, I have responded to multiple text messages and met face to face on many occasions. At this point, I do not feel anything I say or do will satisfy this customer. 
  I appreciate your time in considering all sides of this complaint. I am a sole proprietor and take immense pride in my work. I understand the importance of satisfied customers as it will directly impact my livelihood. 
  Please contact me with any further questions or concerns. 
  Sincerely, 
  Henry D**** 
  H. Dzwil Masonry LLC

  Customer Answer

  Date: 01/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  Mr. D**** did not respond to the actual complaint. I have a 1 3/4cm high ramp as a bottom step into the public sidewalk. I have had a cone next to this "ramp" to prevent pedestrians from tripping over it for months. This needs to be fixed. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

  Business Response

  Date: 02/07/2023

  My response with out any feelings about the situation is that, no matter the situation at the end of the day the customer is always correct. With that being said when the weather warms up I will provide the work that it will take to infill the  little section of concrete where the side walk is lower then every other sidewalk block in the area. This way it will meet with the step and the blocks around it.

  Customer Answer

  Date: 02/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****