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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In December 2022, I put a service request for repairing my house chimney at BBB and received three responses from three company, including Van Masonry. As it is credited A+ by BBB and title itself your #1 Masonry Company on its website with all job insurance files, I chose the companys service. The worker started the work on January 23rd and finished on January 25th, 2023. I paid $15990 plus GST $799.50, total $16789.5 to Van Masonry by two personal checks( invoice #****-2023 and #****-2023). When the job was down, my wife and I were so happy and demonstrated our sincere appreciation to each worker. Unfortunately it made us a surprise that by accident we saw a rotten board at the bottom of the chimney with a hole had not been replaced or fixed at all in September this year. This means a big potential risk of moisture penetration and small animals or insects accessing the property at any time, even though we just spend a big budget on it. I contacted Van Masonry right away and emailed them the unprofessional job they did with the photo attached. At first beginning they responded me and said their workers will contact me to resolve the problem. But now they just ignored my email or phone call. So I believe I should file a complaint against this ********* business conduct and ********* BBB behavior to resolve my problem and also protect BBB consumer reliable platform reputation. Thanks!
Business response
01/12/2023
Dear Client,
We spoke to you about this time and again and indicated the out of scope component which had nothing to do with the chimney work we did, however, you decided to bypass us completely to write us this ********* review unfortunately.
We take true pride in our work and put customer service as our number one priority.
As such, we have dispatched our Site Manager to attend your home to review the issue in hand ahead of fixing the same.
Thank you for your understanding as we look forward to making you satisfied and happy.
Customer response
01/12/2023
Complaint: ********
I am rejecting this response because: they are not intent to fix the problem at all. I sent email to the company with the photo, how could it said it is not their job.
Sincerely,
*****************Business response
04/12/2023
WE TOLD YOU CLEARLY WE ARE GOING TO HELP YOU FIX IT. ****** ********** ******* ****** ****** ******** * ******* ** ** **** *** *** *********** ** ******** *** ******** ** WE CLEARLY SAID WE WILL BE HELPING YOU AS WE ALREADY TOLD OUR STONE MASON TO COME BY AND CHECK OUT WHAT NEEDS TO BE FIXED!Customer response
04/12/2023
Complaint: ********
I am rejecting this response because: is it really a ******** problem or the companys professional level problem.
Sincerely,
*****************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.