Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/31/2024
Type: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.
We contracted Brickstone Custom to do our backyard renovation and it has not been a smooth process which involved a lot of delays, mistakes and miscommunications. We understand that some was part of the process and some was not part of the industry. We have been patiently waiting for Brickstone Custom to fix a long list of the repairs including but not limited to loose electrical outlets on the patio, outdoor trellis drainage issue, a broken sprinkler line and putting green edge repairs. We contacted owner ***** ********* several times during the past year in 2023. Every single time he promised to fix the problems but then no follow **** Then we had to reach out again and repeat the same thing, good promise but no follow up. It was an expensive whole backyard renovation but the project took 2 years to complete and we still do not have the minor issues fixed since day one.
Business Response
Date: 11/29/2024
We appreciate the opportunity to address your concerns and want to assure you that we have resolved all reported issues, including loose outlets, a broken sprinkler line, and the edging on the putting green. While some delays occurred due to industry-wide supply chain challenges and scheduling complexities, we remain steadfast in our commitment to delivering the highest standards of craftsmanship.
As a company specializing in ultra-luxury projects, we partner with the finest professionals to ensure exceptional quality in every detail. Our contractual obligations have been fulfilled.
We will return after the holidays to address a few punch list or warranty items as needed. Any remaining items fall under warranty and will be handled upon request.
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