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:09/22/2023

  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.

  After my initial complaint against Walker Custom Exteriors, he has sent what feels like to me a threatening text message. Stating "If you want the wall fixed, call me. Otherwise I can just come tear out the entire thing instead and you can find someone else to redo it for you". I'm at work and am unable to talk on the phone, but I did reply by email to ***** Walker. My email-- If you look at the original estimate- there are a few things that were not done as I mentioned in the previous email. Just imagine if those steps or items were not on the estimate- did not remove and dispose of existing wall, did not lay crushed gravel, did not add weep holes every 6' for drainage, did not install3' tall steel posts ever 3' for deck(which we agreed would not happen until next year) and have not fill dirt back against wall level with the ground. IF those things were not included on the original estimate, and I asked you to add them half way thru your construction- you would add more to the bill for labor and supplies. I think the bill should be lower due to those steps not being taken. Do you have a solution for this problem? My idea would be for you to send someone over to cut the wall down about 7 inches- level with the ground and I'll repay you some money. Preferably not the $5600 I was originally charged due to the steps not being done. This is what an honest businessman would do.

  Business Response

  Date: 10/27/2023

  We have already handled this issue and ***** said he took this complaint down obviously he has not and that is very frustrating since I am in process of fixing the wall and never once said I wouldnt.

  Customer Answer

  Date: 10/28/2023

  I am rejecting this response because:  due to Walker has not been able to return to my home to finish the job. I give him 3 or 4 days a week I am available so he can come by to finish the work. It is one excuse after another. He seems to be unable to get his employees to show up and finish the job. Owner went out of town a few days for his birthday party. We had bad weather for about a week. Walker wants to finish the job when Im not home but I do not let anyone in or around my home when I am not there. I will continue to let Walker know at least 3 days per week when I am available- hopefully he will be able to schedule a day and time to finish this project eventually.

  Business Response

  Date: 10/28/2023

  *****, I have already been there once to start on the wall repair. I bought an expensive concrete saw specifically to fix this wall for you, so there is no chance that I am running off on you and leaving that wall as is. My reputation is important to me, and I do not leave things undone. You told me that you were going to take the reviews down The other day, so please do not continue dragging this on when I have fulfilled and have been a man of my word this whole time. Please, let bbb know that the issue is taken care of so that we can move past this.

  Customer Answer

  Date: 11/01/2023

  I am rejecting this response because: the job is not completed as of November 1, 2023. I will update BBB when job is complete. We would not even been going thru all this if your crew would listen to the customer. If there was a language problem, a bi-lingual person should be on-site. I had concerns and let you know what was going to happen before it happened. Now, here we are. I will inform everyone when the job is completed. 

  Customer Answer

  Date: 12/01/2023

  On November 14, 2023- ***** Walker- the owner came by to work on the wall, again. He came by himself because his employees refused to correct/finish the job. ***** really needs to get some reliable employees that will show up early and on time, get the job done correctly, get paid and move on to the next job. This whole ordeal from start to finish should have been completed in a week's time but this went on for 11 and a half weeks. ***** did get the wall cut down by 7 inches- wasn't as smooth across the top as he said it would be and has one rebar sticking out of the ground about 3 inches(someone could step on it) but I plan on covering it ** in the future anyway. ***** himself will get the job done eventually but his employees need to go. I get the idea ***** is new to running his own business, has experience in his business, and wants to grow bigger-- but he is not going to do it with the construction crew he has. 

  Customer Answer

  Date: 12/08/2023

   December 8, 2023- After I thought everything was completed and paid, I have gotten 19 emails in the past 4 days from ***** Walker for 2 reasons. 1. He does not think I have paid my bill but I have. Just like everyone else- if you pay for something with a credit card- it goes to the business. **** my credit card company sends me a bill and I pay the bill. My part of the transaction is complete. But in this case, ***** Walker uses the Square APP to take payments. My initial charge goes thru *****'s phone app to Square, then ****** sends my credit card the ***** **** my credit card sends me the bill to pay- I pay the bill to my credit card, my credit card company sends Square the payment, and the payment goes to *****. After discussing the process with my credit card company with their dispute department and 2 managers, they told me they have sent the payment to Square and the money is somewhere between Square and ***** Walker. Meanwhile, ***** has sent me 19 emails in the past 4 days asking for me to send payment or make my credit card company send a letter of payment. I got my statements which show I had a ***** and paid it. I have no control over what Square App does or how long they pay the business. 2. ***** does not like my reviews online, but that is what reviews are for- to inform others of my experience which has not been good since my first payment. ***** Walker is threatening to put a lien on my house if he does not get paid(which I already paid like all my other bills) and change my reviews. This is harassment and needs to stop. The job is finished and I paid my credit card bill.