ComplaintsforBrick Doctor Corp

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very disappointed in the quality and lack of professional work for the amount paid. The places that mortar was replaced were very noticeable, sloppy, with mortar on the outer portions of the bricks. This looks like someone used their thumb to apply the mortar, then wiped the excess on the brick.I requested a different worker to come do clean up on the messy work , but the salesman wanted to give the worker a chance to correct his work. After 3 attempts at clean up, I just requested an adjustment in the price. A whopping $50 was cut from the price and Im left with messy mortar repair work.I have pictures of all areas that were affected.

  Business response

  09/02/2022

  Our inability to fully satisfy this customer is quite discouraging, as we went the 2nd,3rd, and 4th mile to try to please her. As her pictures even illustrate, it is very difficult to understand what many of her complaints even are about. The areas in the pictures are representative of the condition of the brick walls on the entire house. Our aim is always to reasonably match the original look, unless the agreement specifically states otherwise in advance. The original brick walls on the home had/have countless minor technical flaws such as small mortar smears, inconsistent mortar colors, etc., in addition to paint splatters and smears (yes, some of the areas she complained about were not only mortar smears we had nothing to do with, but also paint).The scope of our work was to grind out specified voids, cracks and deteriorated/washed out joints, then repoint with new mortar of a reasonable match. We explained to the owner at the original appointment that her landscape irrigation system had likely exacerbated much of the mortar deterioration, as well as causing some discoloration (hazy gray/white staining on some of the lower walls from minerals in the water). Our scope of work was never to address mismatched mortar, previous smears, water staining, or paint on the brick. Our written agreement also warned,
  
  NOTE: The original mortar color on this house was black. Over the near 40 years since the house was built, the mortar has been bleached out by the sun to various degrees all over the house, leaving a variety of shades of color. Because of this, the ***** will make his mortar with the aim to capture the best overall and most prominent color. Homeowner should expect to see a difference in color in some areas.
  
  In spite of these warnings and our best efforts, once we were done, she pointed out numerous flaws, many of which we did go ahead and correct, in an effort to satisfy her. However, after four separate trips by both the repair artisan and the Project Manager, it became apparent that we would never be able to fully satisfy her. Our agreement also clearly states that, Although workmen will exercise reasonable caution,Brick Doctor will not be responsible for damage to landscaping adjacent to work areas.  Even so, we gave her a $50 credit from her bill because she complained that we damaged two ferns in the landscape. In the end, we repaired much more than our agreement stipulated.After the third re-visit, she finally agreed she was satisfied. To our amazement, she must have changed her mind, because our next communications from her were these indirect, online complaints and negative reviews. We then went back a fourth time and took care of still more items. Unfortunately, well just have to shake the dust off our feet. Our best is simply not good enough for about one in a thousand of our customers (about one per year). To her credit, she did finally pay the invoice just yesterday. 

  Customer response

  09/28/2022

  Complaint: 17792918
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  Please see attachment for complainant's response

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