ComplaintsforExact Match Masonry Staining, LLC

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2019, we had the orange brick on the front of our house stained by this company to match a gray color. We were told this included a 50 year warranty. Now the orange brick color is starting to reappear. I have emailed the company four times and called twice with this issue. No one has responded to my inquiries. We paid approximately $3,500.00 for this service. I would like this problem corrected. I feel that since I am elderly I am being ignored and if they ignore me and my contacts that I will simply go away. Can you help me get a resolution to my problem?

  

  Business response

  06/21/2022

  June 16, 2022

  Dear *******, 

  We are formally responding to the complaint received from our former customer who forwarded their complaint to BBB. We highly value customer satisfaction, so it is never our intention to ignore claims from our customers in hopes that they go away, regardless of age, sex and race. 

  The project was completed on May 22, 2019 with all closeout documents complete (Attachment 1 - Signed Agreement, Attachment 2 - Project Completion Final Sign Off). We do offer a 30-year limited warranty for customers who request, complete and return the warranty letter within 30 days of completion of the services rendered, as stated on our Agreement's warranty clause, however no warranty letter requests came from the customer after the job's completion. 
  

  On April 6, 2020, the customer reached out to our Vice President of Field Operations, Matthew G***, who personally serviced them for their project, to inquire about getting a touch up product for some brick faces that were chipped and peeling and to let them know if there will be any charges for that (Attachment 3). The photos they sent us do indicate non-warranty damage, which is consistent with their request to pay for a touch up of these areas. 
  

  Because our stain is exclusive to our field team who have specialized training for our products' application, we are not able to sell the customers any touch up kits or products, so our office asked for measurements and up close photos for our Vice President's expert assessment and cost estimate. The customer sent these over as requested, and on May 20, 2020, an Agreement Proposal (Attachment 4) was sent to them for the purpose of touching up the areas of concern, however the customer did not sign the proposal nor inform us of any concerns or questions regarding the Agreement, and our office did not receive any new calls or emails from the customer since then. 
  

  Their one and only call to our company since then was on May 16, 2022 nearly two years later, to which we responded on the same day with an email request for photos showing the current situation of the bricks since it has been two years since the last concern about damage/chips was submitted to us (Attachment 5). No photos or any response to the email were received. We have resent our request for photos again so that we can assist them and they have still not responded. We do continue to stand by to assist them, and remain at their service, but we do need their cooperation to review the facts so that we can advise them and move forward. We would be pleased to review the facts and photos in accordance with our policies and move to next steps per policy, if they will please respond. 
  

  Sincerely, 
  

  Jennifer G
  President and Managing Member

  Exact Match Masonry Staining, LLC

  Customer response

  06/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  The letter you received on June 16, 2022, has inconsistencies and inaccuracies.

  
  

  Paragraph 2 mentions a limited warranty letter.  I did not receive such a letter from this company.  Had I received this letter I would have certainly completed and returned the form.  

  
  

  Paragraph 3 has nothing to do with my complaint regarding the fading bricks. Yes, I did contact them regarding this problem of chipping and they were willing to correct it for an exorbitant fee which I could not afford.  So much for their 30 year warranty.  I never agreed to pay the amount they submitted to fix the problem.

  
  

  The last paragraph is also inaccurate.   I called their office twice regarding the fading brick and prior to that, I sent several emails to their office regarding the faded bricks.  I never received a response.  You noticed that no mentioning was made in regards to my unanswered emails.

  
  

  Also, I have sent at least 10 photos of my house showing the faded bricks.  I also sent additional photos at their request.  So please, their statement regarding non-cooperation is totally baseless and borders on insulting.  I also found the bold print in their letter rather inflammatory.  So much for valuing me as a customer.

  
  

  My only concern is to have the color on the faded bricks addressed so that the appearance of my house can be restored as to when the job was first completed.  

  
  

  If they value customer satisfaction so highly, as stated in their letter, why has no one called me directly or sent someone to my house to personally inspect my issue?

   

  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. ↩