Complaints

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

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  ElkStone, Inc.

  11 Inverness Way S Englewood, CO 80112

  
• 

  Elkstone Basements

  4470 South Lemay Avenue Fort Collins, CO 80525

• 

  Elkstone Basements

  4470 South Lemay Avenue Fort Collins, CO 80525

• 

  Elkstone Basements

  4470 South Lemay Avenue Fort Collins, CO 80525

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:07/01/2024

  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.

  They are denying me warranty that I did not sign off on. It's 3 or 4 simple little things to fix. They also claim to never deny a customer warranty. All staff is extremely rude.

  

  Business Response

  Date: 07/01/2024

  Our company has gone above and beyond to assist this customer, but there is a difference between warranty and homeowner maintenance items. We have been asked to repair things that are cosmetic in nature that are a result of settling or general wear and tear from living in the space. While we would love to help, we do not feel that it is in our best interest to return to this property for such requests. 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21924445
  
  I am rejecting this response because: previous work done by elkstone on baseboards that had problems before the project was done are back and having problems again. Paint bubbling and poor craftsmanship on joints do not come from settling. Thats workmanship. Filling a gap that's 2in big with silicone isn't a professional job, its a lazy job. The only reason it was not brought up at final walk is because we were told once we signed and read the contract we have a 1 year warranty. ** simply wanted elkstone out of our house because the project was so delayed and the contract stated 1 year warranty and thought we would have it fixed then. Upon messaging them they stated "your warranty expires in June." ** also have cracks in the celing and were also told "cracks are going to happen due to setting after warranty it's homeowners responsibility." Once they see that I call them out on the issues and them stating we no longer have warranty (that was not documented). ** never signed off voiding our warranty nor was it stated in the final document of elkstone not returning for work. It was only stated that elkstone would not return for work as they cause $15k in damages to our home and didn't want to own up to them, blamed it on us and they would be left the way they are when their contactor cause the damage.

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

• Initial Complaint

  Date:09/05/2023

  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.

  I contracted Elkstone to complete my basement. From day one Elkstone overpromised and undelivered. Their contractors were incompetent and were never held accountable by our project manager. I hired another contractor and spent an additional 40k+ to have the construction issues caused by Elkstone corrected. They will no longer return my emails and have yet to provide a lien release. I've called 5-6 times only to be ignored. I do not know if our project is complete or if they are still waiting on me for anything because they will not return calls or emails. I have hired an attorney and his goal is to "****** the corporate veil" going after employees that have made promises that have gone unfulfilled. I have several of these unfulfilled promises in writing. I will spend every ***** to my name to ensure that Elkstone cannot take advantage of another customer. ***************** is the ** of Operations. He promised me and my wife to our face that the issues I brought to his attention would be addressed and fixed... only later to say that my expectations were too high. He is mentioned in my lawsuit along with *************************... he does nothing but argue and try to intimidate. He ha zero knowledge of what he is actually talking about (should probably be working a fast food drive thru) and even admitted he would have NEVER allowed the quality of work in his home that he was expecting me to accept. There are three more individuals being pursued in the lawsuit... We will see how it plays out. One suggestion... do not fall for Elkstones pitch and the technology that they attribute to their success. Our calendar was never right, their contractors are trash, their prices are 30% higher than the competition and they will lie directly to your face. Do better *****************. You sir are an embarrassment to the ** community.

  

  Business Response

  Date: 09/08/2023

  It has always been ElkStone's desire for all our customers to have a great experience while our team provides a beautifully finished product. While there were a few things that we could have done better on this project, ElkStone delivered an outstanding basement finish for this client. 

  The client saying that his desired settlement is for us to "Finish the Job," while also stating he paid another company $40k to fix the construction issues seems contradictory. We are unaware of any construction issues caused by ElkStone, other than cosmetic items that could be easily rectified. Multiple efforts were made to make corrections for ****************, though many of the complaints were items that were to construction standard. Each time we were close to deciding to move forward with any repairs, we were met with even higher standards or a new list of complaints. It became clear that **************** did not want any corrections made; he just wanted the consideration for the full cost of re-doing the entire scope of work rather than to correct the minor issues. 

  This client had the full attention of our management and customer service teams and at no time was this client or any other ignored; that is simply not how we do business! A lien release would not have been necessary, as we didn't file a lien or a Notice of Intent, nor did we ever discuss doing so, as there was no outstanding balance to require a lien. We are happy to offer a lien waiver, but due to the amount of time that has passed since work was done on the property, it would be unnecessary, as the date to file a lien has expired. We gave maximum consideration for the cosmetic issues presented by **************** in good faith. He responded with a verbal demand for us to pay him $10,000 in addition to waiving the final invoice, which was absurd and unfounded. We advised that we were not negotiating further, as the dollar amount of consideration extended was much more than the cost of the repairs requested. 

  This complaint demonstrates the condescension the ElkStone team experienced with **************** through the course of this project. It is ElkStone's opinion that we did everything that we could do for this client and for the situation presented.

  There are several mistruths represented in this complaint and most do not dignify a response, as they are merely meant to intimidate and cause harm to the reputation of this family-owned business and its employees. ElkStone does its best to change the reputation of the construction industry for the better. It is unfortunate that there is no protection for small businesses from customers who leverage such accusations for personal gain.

  It is always ElkStone's desire for projects to end with happy customers who love their basements. It is unfortunate that this one did not end well.

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20556574
  
  Thank you for the thorough response. Unfortunately, you cannot manufacture your own facts. Also, if would have treated my emails the same way as this public complaint we probably wouldn't be dealing with this today. 

  You are correct, I should not have requested resolution to finish the job. Contrary to your belief, I am not familiar with this process because it is unchartered territory for me. Apologies for the confusion, but that doesn't change the facts that occurred during this project, which include but are not limited to:

  - Elkstone "completed" my project over 4 months late.
  - A final inspection from the city/county was never even requested until I requested a copy of the final inspection.
  - Sending a final invoice before even schedule a final walk through
  - The minor cosmetic items cannot be easily rectified, which you admitted to in your email. You were going to have the get the owner of the drywall company involved to even determine if you could improve the work that we all agreed when we walked the property to be unacceptable. 
  - I did not have the full attention of the management team. It took the project being delayed over 4 months for person from "management" to get involved. 
  - You installed the wrong countertops and damaged a brand new set of cabinets trying to remove your mistake. The cabinets were split and I was expected to just accept them because you cannot visually see it behind the doors. 
  - Your painter was here 5 to 6 different times trying to fix the same issue. The project manager even called the work embarrassing. 
  - There was not a single wall that was square in the bathroom. In fact, the entire bathroom was ripped to the studs and replaced by the new contractor. Over 6k in tile was ripped out, so please don't even start on 40k budget. I am happy to show you receipts when I see you in arbitration or in court. 
  - Over 600 square feet of drywall was ripped and replaced.
  - I paid Elkstone over $98,000. To leave my basement in the condition that they did and assume $4,000 was enough to finish everything that was incomplete is comical. 
  

   There are several other construction issues that Elkstone received photos and documentation of. To dismiss them and pretend that I am the bad guy is why I will stop fighting for what is right. 

  Elkstone is well aware of the construction issues that they caused. They know they could not have repaired the damage they caused for less than 4k or they would have done it themselves. It was easier for them to leave me hanging and make me clean up the mess versus actually honoring their word. Then blame me that my standards are too high. It's really not that hard to figure out. 

  The arrogance to say they have no protection shows how ignorant and untouchable they think they are. I am the one without any rights or protection. 
  Their high dollar attorney probably crafted this message. They hide behind the guise of being a small business. It's not true.
  They lied to my face throughout the entire project and will continue to lie to future customers. 
  Saying you are trying to change the reputation of the construction industry and acting the way that they do is a disgrace. 

  At the end of the day, Elkstone chose to try and band aid all of their mistakes, versus just doing the job right the first time. They gave me their word that all the work would be completed and to my expectations before the project was completed. 
  After a VP from the company committed to my face that he would ensure the work would get completed, he later emailed to say the project was done and my only option was a 4k concession."
  My expectations were too high according to Elkstone and they couldn't actually provide a square wall or drywall that the texture actually matched or without cracks on the seems. I was also told by a member of management that they (Elkstone) are just a cookie cutter contractor. This is not a custom home builder and the basement is good enough. 

  I rejected the 4k concession offer and asked for next steps (arbitration) and never heard back from Elkstone. I still reject the 4k concession and would like to receive my contractual right for arbitration. 

   

  Customer Answer

  Date: 09/25/2023

  The damage caused by Elkstone exceeds the maximum amount that can be awarded through small claims court. I am looking to settle the claim for a minimum of $10,000, which matches my original settlement request. Elkstone has already provided a $4,000 concession, so I am looking for $6,000 from Elkstone to settle this dispute. If this is not agreeable, I would like to go to arbitration, which is legally required through the agreement that we signed. If they refuse arbitration, I will be suing them for the full replacement cost to repair the work, plus attorneys fees, which is currently in excess of $40,000. Please keep in mind, by refusing to do additional work in my home, I no longer have access to the 12 month warranty offered by Elkstone that is also in my contract. 

  

  Business Response

  Date: 10/04/2023

  Our account of the details of this project are not the same as this client in several respects.  With confidence, I can guarantee this is not a fair representation of our company or the finished final product. We have never refused to come back to do work for this client and in fact, we are still willing to do so per residential construction standards. Our company has never denied any customer their one-year warranty.  

  
  In this clients first complaint, he said he spent $40,000 to repair our mistakes. In his second response, he said he had the bathroom ripped to the studs and ripped out $6k of tile. In his third response, he says he will accept $6k or he will submit receipts at arbitration. This seems like an attempt to push our company into a cost of defense settlement in a public forum.We are happy to review any receipts, before and after pictures, review permits and inspection reports, so on and so forth, but we will not just hand over $6,000 just because the demand has been made. If there are legitimate damages,we would prefer to review those and make decisions without the necessity of going to arbitration or mediation. We are a fair company, and we do the right thing.

  We are happy to send finished project pictures to the BBB via email, as the client and team members are present in several of our photos, and we will not submit those publicly. We are also happy to provide a full documented history of this project if you would like. We have never gone without communications with this client through May 10, when we reached an impasse, and there have been no attempts made by this client or us since that time, except through this site.
  

  We understand that construction can be frustrating, and the process isnt always smooth, as much as we would like it to be. There were issues on this project with the project manager and admittedly, there are a few things that could have been better, but the overall quality is good, and the basement is beautiful.

  Our company is more than willing to go through the mediation process per our construction agreement. We would prefer the opportunity to review any damages for work said to have been completed after our involvement Though we have not received a letter of representation, our client has stated he hired an attorney. With this said, we will not reach out to him directly until he confirms that he is not or is no longer represented by an attorney. 

  We thank you for your time and consideration. 

   

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20556574
  
  I am rejecting this response because: The business is delusional. To say that they never refused to come back is comical. I have it in writing from their VP. All records will be discoverable in court. Obviously, as a contractor Elkstone should understand that if a material cost is $6,000 (TILE ONLY) that's not the installed price. They also must not have read that 600+ square feet of drywall and cabinets had to be ripped and replaced. They may work off of their costs, but that is not my cost. I have paid over 40K to repair their damages. I hope they challenge that fact, because I am ready for court. If it get's that far, I can assure you that I will seek full compensation. 

  Yes, my original settlement request was 10k. ********* has made a 4k concession admitting that they did not complete the job to construction standards. In fact, they have mentioned it in every response. Because I am a man of word, I stand by the 10k settlement offer that was originally requested. If that is not amenable, let's stop the back and forth and go to arbitration, followed by a civil suit.  

  I am not looking for a cost of defense settlement. I am looking for Elkstone to do what is right for the first time since I contracted them over a year ago. The $6,000 request is not a demand, it's an opportunity. It will get much more expensive for them as things proceed. I can assure you that I would not be pressing this hard if I didn't have the data, photos, text messages and professional feedback from other contractors in writing to support my complaints. Frankly, I am too busy to even be dealing with this and $6,000 will not change my life in any way, however, I am a man of principal and will not let this slide. 

  To address the photo comment, I am happy to share my photos as well. They can and should be displayed publicly to save others from the headache of dealing with Elkstone and their subcontractors. 

  I am still represented by legal counsel, which will get involved if things progress past the BBB.

  I have been reasonable in my request and I will not waiver. The 10k settlement request is non-negotiable. I am not interested in any more back and forth. Either Elkstone accepts my offer or we proceed to arbitration. 

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

  Customer Answer

  Date: 10/05/2023

  I failed to address Elkstone's comment about no contact since May 10. See attached for our last email exchange. I clearly request a response by 5/15, which never happened. I also called them several times and left messages with ******** for a return phone call. Either none of those messages made it to the recipient or they ignored my request for a return phone call. I have been more than willing to work directly with them, but when they cut off all communications, I have had not other choice but to reach out to the BBB. 

• Initial Complaint

  Date:09/12/2022

  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.

  We are at the final stretch of this project and I am really dissapointed. 1) The over head lighting looks terrible. I had a frustrating meeting with ***** and let myself get talked into a configuration I hate. My fault but I should not have to fight for what I want.2) Our bathroom sink that was submitted (demensions and style). The first day I met with you and **** is completely of center on the wall and in the configuration of the bathroom to accommodate code distance to the toilet. Since the sink information was available way in advance We shouldve been advised on the placement and how it was going to look and then able to make a decision before we accepted a delivery on the sink.3) When we changed the cabnitery configuration unbeknownst to us that made room for more flooring. I was never told we needed more. Again the tile information was submitted on that first meeting before work had began. I found out 3 weeks ago we need more. I have ordered more but it is a long lead time and not redily available at a big box store. while I do not expect anyone to remember every material we order when a change is made and additional materials are needed we should not be finding out after the tile ***** has finished what he could do. 4) We have a black sink installed in the wet bar. We did not order a black sink. I was told it would be changed and it isnt.5). We had repair work on the sump pump done. Until we addressed it no one confirmed that the sump pump was operational after the $400 repair. I still dont know what is going on with it. We shouldnt be charged for a repair that isnt made or we should be updated as to whats next if we need to address this on our own. We trusted that the fix was actually a fix. The ** area looks atrocious and the last minute code fix should have been addressed in the design earlier.I hate our basement

  

  Business Response

  Date: 09/16/2022

  Customer satisfaction is very important to us at ElkStone and we strive for 100% customer satisfaction. As a business, we take great pride in being invited into someones home to create the basement that each client has envisioned. ******************** project, as with each ElkStone basement,was completed with our exceptional quality and attention to detail. We are very sorry to hear that there are aspects of the basement that ********************* doesnt like. However, this project has been finished for 6 weeks and we were unaware of any pending issues. We are happy to address each item. 1) We have an electrical walk through with each client to ensure the desired placement is achieved for the electrical components 2) The bathroom configuration is to code and as represented on the design 3) The measurements for the tile floor didnt change  4) The black sink was replaced with a white sink, without question, two and a half months ago 5) We installed two new sump pumps with client approval, each tested and inspected during the final plumbing inspection 6)  The ** was installed by another party, but the wiring was set to where the original location of the ** could be kept, despite having to add a crawl space access on this wall to meet code. ElkStone strives to give each customer a pleasant construction experience and an outstanding finished product. We sincerely regret hearing that ******************** isnt happy with her basement, as we took every opportunity to ensure customer satisfaction throughout this project.    

• Initial Complaint

  Date:09/08/2022

  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.

  Our list of damages and mistakes are endless! They took our *************************** color submittal to ******************************* to try and match. Did not communicate thats what they were doing, nor is it listed in their contract. It does not match and they refuse to paint it the right color. They built our high leg freestanding vanity into the baseboards and cut a huge hole in the bottom shelf for the ptrap. Our bypass doors dont slide and are crooked. They didnt drill a pilot hole at the center support of our very expensive horizontal balustrade and the anchoring screws split the supporting Millwork in all directions. They ignored my request to eliminate supply air runs in our 3/4 below grade basement and now our main and upper level / bedrooms do not get adequate air flow EVEN with ALL the vents closed in the basement. Their project manager (****) talked down to me, mocked me and stared at my chest at each face-to-face encounter. Such an absolute HORRIBLE experience with a hefty price tag and a DIY resemblance of a finished project. They left baseboards, drywall, doors and frames unfinished!! Dumpster and portapotty still at our house. Its horrible. Help!

  

  Business Response

  Date: 09/13/2022

  ElkStone Inc.strives for complete customer satisfaction and our many 5 star reviews are evidence of that.  In this particular project and review however, we are very misrepresented.  For instance, some of the photographs represent work not yet completed, and the comments regarding misconduct by our project manager are completely subjective and unsubstantiated.   None of these representations are accurate including those regarding our project manager who has always had an impeccable reputation as a quality project manager with the highest level of integrity and respect for our customers. All finish up items known to us had been completed prior to this complaint with the exception of final paint, which we were not allowed to do. ElkStone has attempted to work with this homeowner to address any legitimate concerns, but unfortunately, we have been denied the ability to complete the work by the homeowner.  It is unfortunate that this project did not end well, but ElkStone stands by our high-quality work and our desire to always serve our customers. 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18001747
  
  I am rejecting this response because:

  Elkstone did not work with us to complete the project. Without communication, they came and removed the dumpster and portapotty early Saturday morning (before we even wokethats not a coincidence). Our request to not have final paint done was in attempt to save them time, money and labor with good faith that they would do the right and honorable thing and make the proper correction to their paint error. Further, the photos they submitted have been cropped and edited by their assistant project manager. Lastly, paint is not the only outstanding item. We have damage to our millwork where the railing is anchored, bypass bedroom doors are inoperable and crooked, the punch list walkthrough was never conducted, etc.. Weve since tried to contact Elkstone several times without any response.
  

  In regards to the Project Manager how ignorant and sexist it is to reject and ignore a complaint like this. Regardless of how previous clients of Elkstone may have commended him, those clients may not have been young, attractive and with a large chest. The way in which **** has represented their business was disgusting. Aside from the uncomfortable stares, he talked down to me and mocked me more than once.
   
  Sincerely,

  
  *****************************

  

  Business Response

  Date: 09/29/2022

  With careful consideration we post this response, as we always prefer resolution over dispute.

  
  As an example of how this project has gone, ******************** criticized the dumpster and porta potty still being on site in the original September 9th BBB complaint and in her September 23rd BBB response, she complained that the dumpster and porta potty were removed without consent on September 10th.Our last day on the project as September 8th, and logically, we requested the pickup shortly thereafter.  This is a small, but well-documented representation of how this project went. We had at least four trades return to re-do work because the clients initial preference changed after work was completed. We have a definitive process to ask customer preferences in advance - LV/Electrical walkthrough,trim walk, and paint selection all to make sure everyone is on the same page throughout the process.
  ***************************** has made serious allegations against our company,employees, and a sub, which are not true, and they are not representative of ElkStone, our employees, or our subcontractors. She has accused our project manager of sexual harassment, our painter of being intoxicated, and now she has accused another employee of cropping and editing photographs, because they show that the paint matches. The only mention of these accusations has been through public reviews.

  
  ElkStone is a good company; we do the right thing, and we do everything that we can to improve the reputation of the construction industry on a daily basis. While we would like nothing more than to resolve this complaint, we do not feel that it is wise to return to the ******** property. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18001747
  
  I am rejecting this response because:
  
  Elkstone has tried to paint us as being unreasonable and having unrealistic expectations. The only rework they did was done so in correction of their errors OR was extensively discussed previous to construction commencement. With the amount of money we paid their company, theres no way we should feel any regret for assuming simple tasks be executed correctly. Extensive damage to our vanity and DIY comparable installthose are logical asks for corrections to be made. We even paid a painter $130 out of pocket to come back and repaint a closet, accepting and understanding that change requests are not anything uncommon during the course of a project. 
  

  We would never have guessed September 8th would be Elkstone last day on site, as they left our house in the exact condition that the original photos represent. In fact, its now October and weve not been able to move into our basement because we are trying to finish the work ourselves with 3 small children at home. Again, no final walkthrough was conducted and no end date was communicated to us they just showed up, collected and disappeared. 
  

  My husband did reach out to them to try to get them to come back and finish the job in which they were only willing to come back if we removed a negative public review wed posted as fair warning to other consumer market. They even wanted their legal team to draw up an addendum to our agreement to ensure the review was removed but then also requested we pay them more money. 

  The photo Elkstone claims to have represented the paint match was indeed edited, as when downloaded, it doesnt have original file size or dimensions. Its also the only photo they have compared to handfuls of photos that we had provided in various light throughout the day (both natural and synthetic light). At the end of the day, they know they did not paint our walls the color we submitted and we have every documentation proving that. There was also nothing in the agreement that stated Elkstone would only purchase paints through a specific supplier. (Two photos attached)
  

  As for the sexual harassment I had honestly given their PM the benefit of a doubt, as I am nursing our youngest. Id thought maybe Id leaked through my shirt and, in the moment, was quite embarrassed until hed left and I realized that wasnt the case. I immediately told my husband, who can confirm allegations and our collective disgust. The mere fact that Elkstone continues to defend and deny this misconduct is indicative of their true colors. Very unfortunate and unprofessional. 

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

  Customer Answer

  Date: 10/10/2022

  1a. Correct main field color paint to match owner submittal. 
  1b. Paint touch up throughout (includes second coat on bathroom ceiling and texture fill at large bubbles)

  2. Tape and mud/texture at drywall cutout under vanity + paint.

  3. Caulk at tub/shower base and ceiling where grout lines are crooked.

  4. Wood fill, paint and caulk approx 100 linear feet of millwork base/trim.

  5. Adjust slanted bypass doors at bedroom closet. 
  

  6. Replace damaged millwork at railing base. 
  

  7. Hang owner provided mirror and bathroom accessoriesintended to be managed at final walkthrough that never happened. 

  

  Business Response

  Date: 10/14/2022

  On September 29, the customer accepted a settlement offer to end our business relationship. We forwarded a settlement release and a lien waiver following the agreement. Now, she is posting an additional punch list a list which was not sent to us, but only to the BBB. As stated in our last response,ElkStone does not feel that it is advisable for us to return to the ******** residence after the number of public, unfounded accusations that they have made against our company, our employees and our subcontractors. ElkStone has made every effort to be as fair as possible with these clients, yet, we have been met with resistance at every turn. ElkStone is a good company, and we do the right thing. It is our joy to serve our clients and work in partnership with our trades, while doing our best to improve the reputation of the construction industry on a daily basis. We have made every effort to end this project with a peaceful resolution.

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18001747
  
  I am rejecting this response because:
  
  Elkstone was only willing to provide us a settlement offer if we agreed to remove any negative reviews and comments about their business and the quality of craftsmanship we were provided in our project. This is something we arent comfortable doing, given the fact that they left our house unfinished and have hugely underserved us as customers. As consumers, these are things we rely heavily on when making big investments (such as this) and feel its only fair to advise potential consumers of the potential neglect, character attacking and unprofessionalism they may receive from Elkstone (on top of the incomplete project). 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/27/2022

  ElkStone extended a fair resolution as consideration for the work not completed at the Moosmanns home and we have since incurred the expense of having a release drafted. Our total offer of $3,200 is far more than the cost of the paint touch up or any possible remaining items. ElkStone expressly denies any neglect, character attacking, or unprofessionalism toward the Moosmanns.  ElkStone always prefers to finish projects to perfection, rather than end with dispute. Had we felt there was a choice, this would not have been our path. The Moosmanns posted negative reviews attacking the character of hardworking people as an attempt to destroy their reputations and livelihood; these reviews were posted prior to the final resolution of the outstanding items and the content was such that we are reluctant to return. Again, consideration was given for the work that was not completed. The Moosmanns have been responsible for negative reviews, not only in their alias,but in the names of other people in known relation to them. *************************** and ***** W are affiliated with the Moosmanns, but they have no relation to this project, yet their negative reviews are public defamation against ElkStones reputation. Without a doubt, social media is a tool to advise the public of personal experiences with a company and we support that completely, but it is unfair and wrong to use it as a vessel for libel against a company, with which one has had zero business interaction.  This is an abuse of the very system put into place to protect customers. It is not unreasonable that we would require a release to ask for the removal of these reviews and to further protect us from future disparagement. We do not understand why they would accept reasonable offers via email and continue to reject them in public forums, while only communicating with us through the BBB complaint. We made a fair offer to bring about a conclusion to this matter.  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18001747
  
  I am rejecting this response because:

   

  We dont believe Elkstone is or was being fair in their offer to us. In fact, we expressed no desire for deduct in project costs. We just wanted them to come back and complete the work that wasnt done. As a former project manager, I didnt go into this project with unrealistic expectations. Im well aware that mistakes happen but when they do, a fair and honest company would make it right. Another great thing about public reviews is that you can always go back and edit/update then. Had Elkstone returned to correct their errors, this would have likely been the end resulthowever, not finishing the job and refusing to come back is worst case scenario for us. The photos submitted with the initial claim is exactly how our basement still looks today. Thats something we, as consumers, feel were responsible to advise others about previous to engaging in business with Elkstone. 
  

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