Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/17/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Contractor was 2 weeks behind the date they said they would start the work. We needed them to come out, and were told it would be an additional $800 to send anyone, because "We have a minimum to send the crew out and that is the minimum cost."Based on this I canceled the contract because I needed to move forward and because two people at Elite Stonework, including the owner, stated I would get the deposit money back in full. I didn't hear anything from Elite Stonework about rescheduling me or trying to fit me in. I appreciate it I guess, but I had no idea. Then one day after that I confirmed the cancellation. But then they only returned half the deposit because they claimed they lost work because of my cancellation. My two days to cancel is versus their 2 weeks delay, plus their wanting to charge me $800 just to send a crew out, and then who knows what further delays. Two days versus two weeks? That seems a bit unfair to keep my money when no work was done. I give them a deposit, but the start date wasn't met, then I lose half my deposit.
Business response
08/17/2022
We clearly state in our estimates that deposits are non-refundable. "*1/3 Deposit due to book job. Cash or Check accepted. Credit card payments accepted, but additional charge of 3% to be fee per transaction to customer. Fully licensed & Insured. Deposits are non-refundable.
Balance due at project completion."We were set to start his job, and had materials picked out and then the customer cancelled the project.
We gave him half of his refund back even though we ****** state that deposits are non-refundable in all of our estimates/invoice correspondence. He was aware of this when he accepted his quote.
Customer response
08/17/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[The owner and their representatives in email and by text confirmed that they would be returning the full deposit. They did not return the full deposit. No evidence was provided of any materials purchased for the job. They did not start the job. They were two weeks delayed starting the job for reasons on their end. They wanted to charge additional fees to come out, so who knows how long it would have been before they came to do the work.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.