Complaints

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:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Both my neighbor and I contracted Doctor Mastic to replace the mastic around our pools. The work was done on July 27, 2022. By the spring of 2023 we both noted some problems with the work and contacted the company to come out and take a look. Heres a schedule of the events after the initial installation.4/18/23 - Tech came out to look at the issues.5/26/23 - Tech scheduled to come out and perform the fix. Did not show up.5/31/23 - Reached out to reschedule because the tech never showed up. No response.6/15/23 - Called and a new appointment was made for 6/21/23.6/21/23 - Tech did not show up.7/11/23 - Called and was told they would be out the next day.7/12/23 - Again a no show.10/30/23 - Texted to request service - no response.11/8/23 - Texted to request service - no response.11/10/23 - Texted and did get a response that they would be out next week. They did not show up.1/3/24 - Texted to request service, no response.1/15/24 - Texted saying that if we dont hear back from them we will be reaching out to the BBB and posting our experience on ************* no response.1/26/24 - Provided this information to them as a courtesy indicating that we will post on 2/2/2024 if we dont hear from them.2/3/24 - Still no response.Be aware of the serious lack of responsibility and responsiveness to concerns you may have over their work. We cannot in good conscience recommend them to friends or neighbors.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company was hired to do the work. Part of the reason we selected them was due to their warranty. Their work did not last and has corroded over time and we are well within the warranty period. They said they would fix it and make it right at no charge per their warranty. Now they are avoiding all of our calls and messages. When I call from a different number they pick up, say they will come fix it, then don't show up. This has happened 3 times now and they do not respond to my texts, emails or calls.

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 received our quote at the end of Nov 2022 and were scheduled to have the job done during the first week of Dec. On our scheduled day, nobody showed and we sent a message asking about the missing tech. We were told the tech had an emergency and went to the hospital, but wed have someone out the next day. The next day, the owner himself came out. He did just a couple lines and then said the weather wasnt right for it and someone would be back the next day. We knew immediately it didnt look right, but ended up waiting until March to contact regarding fixing this, hoping to avoid bad weather again. I sent a text on 3/7 with a pic and was asked to fill out a warranty claim, which I did immediately. On 4/25 I texted again because I hadnt gotten a response, then I got a text back on 5/1 saying a tech would be out that week. I sent another text 5/23, 6/4. I called around this time and actually got a tech scheduled for 6/13, but then it rained and once again nobody showed up so I texted again that day asking to reschedule and got an immediate reply saying Ill reschedule it. Nothing was rescheduled so I sent a message 7/16 and 7/25 and got a message on 7/26 saying ****** will be coming out Friday. Friday was 7/28 and nobody came. We have been extremely patient and understanding since day one, but we truly feel ignored and like our warranty isnt worth anything at all. Leaving the deck as-is allows water to seep in the cracks and is causing shifting of the concrete which leads to damage to our deck and pool. It is also very aesthetically unappealing and not up to the normal quality standards for a professional mastic repair/replacement service. We have made more than reasonable efforts to follow the companys process in order to have this issue resolved, however, the service was not performed correctly in the first place and the company has made it very clear that they have no intention of fixing this without further escalation

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Doctor Mastic came out on Feb 9, 2023 to replace the mastic around my pool and on the front driveway. He assured me that if there were any problems, to just call and he would come right out to fix the issue. Soon after he did the job (within a couple of weeks or so), I noticed he did a sloppy job on part of it and I wanted it redone. I called him and we set an appointment for him to do the repair. He did not show for the appointment. After that, I saw that much of the mastic was not actually sealed and water could seep under it (which is what the mastic is supposed to prevent). Every time I tried to reach him after that (probably 5-6 times), he "ghosted" me and ignored my calls. He either did not pick up, or I left a message and he did not return the call. I then called from my husband's phone so he wouldn't know it was me. He answered and asked me to submit a repair request through his website. I did so and still never got a response. I then emailed him through his site and explained that if he didn't contact me to do the repairs, I would give him bad reviews. Needless to say, I still have not heard from him.I would like a refund for the work, as the majority of what he did is of poor quality and is not sealed, which is the point of mastic. I do not trust him at this point to come do a good job of a repair, even if he does respond.

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 10/10/2022 I had the mastic around my swimming pool replaced by a company by the name "Doctor Mastic". Extra sand is applied on the wet mastic, and it's supposed to be left alone for 24 hours to dry. After a couple of days, I cleaned the extra sand, and realized there were a couple of spots where the mastic did not get in, leaving gaps. In freezing temperatures, if water gets in these gaps, it freezes and may cause damage to the coping (flagstone) next to it. That was the whole purpose of replacing the old mastic. Since there is a 3 year warranty, I contacted Doctor Mastic that day (10/15/22), explaining that I found gaps in the new mastic, and sent pictures. I got a reply to fill out a warranty request, and that it would get scheduled to be fixed. After not hearing from anyone, I contacted Doctor Mastic again on 11/6/22, and 11/17/22. That day I got a response saying somebody was coming the next day. Nobody showed up or called, and I messaged asking if anyone was coming. No response. Left another message 11/22/22, and 11/28/22. No response either.

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company caused damage to our backyard decking, pool decking/pavers & bar area due to lack of experience in working with sealants. In August 2022, they added the wrong sealant, then came back a week later and added a wet look sealant right on top of first sealant. Causing all of the seal on the stone to bubble and peel-up creating a disaster in our backyard which damaged our stone and caused discoloration to all of our decking, pavers and bar area. The sealant that was used on my decking was also NOT quality sealant or the correct sealant for this type of job. *************************, will not fix the problem he created, he won't call us back or even refund us our money that we have tried several times to collect. HORRIBLE, HORRIBLE customer service and extremely unprofessional. We have now been calling and texting for 3-months and he will not take care of the issues that he created in our backyard. We will continue to report this issue until it is resolved. We want a full refund ASAP and will absolutely provide time-stamped pictures of his work in our backyard.

• Initial Complaint

  Date:07/11/2022

  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.

  Dr Mastic came to complete a job at my home on June 23, 2022. They were paid for the job, which included 3 year warranty. After they left, I saw some areas that were not done and/or needed additional work. I messaged ***** who was the project manager. He said that they'd come back next day. When I didn't hear from him that day, I reached out and finally several hours later, he said that he was in an accident and will have to come back another day. We schedule for July 5. July 5th, I don't hear from *****, so I try reaching out again. He now states they'll be here on July 7th. I told him that's not acceptable because I've been on the schedule for 1.5 weeks already, and this is now yet another reschedule they're trying to do. He said if they finish their job, they'll come that day. I never heard back from him, when I reached out at 6 pm that no one has come, I received no reply. I messaged stating that I have been very understanding thus far on all the rescheduled and that I've been the one having to reach out to find out what's going on instead of him providing updates, I received no reply. I asked for a prorated refund so that someone else can come to finish the work, and I got no reply. I tried calling but got no answer and no callback. I now can't expect them to uphold their warranty and want my money back to have someone else complete the work that will honor their warranty and complete the work right.