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
12/20/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
TK Mason did tuck point work at our house on September 28th 2022. There was miscommunication about replacing the concrete window ***** and we were sent an additional estimate for $1800 that was signed on October 13th 2022. On October 18th we were told that the window ***** had been ordered and were waiting on a lead time. After not hearing anything, on November 14th I sent an email asking about the *****. From there I was calling them about once a week to see when the job could be done. I was told that the stone was in on December 2nd and that the work would be completed on the following Monday or Tuesday (December 5th or 6th). After not hearing anything I sent an email on December 8th asking what was going on. I received a response on the 9th apologizing for the lack of communication and a promise to talk before the day was through. TK Mason never called or emailed back after that. I have been calling them for the last 2 weeks and no one ever answered or responded to my voicemails or emails. I found the owners personal cell phone number in a previous email. The owner is denying ever ordering the stone and stating that we never followed up with them after they were at our house in September. I find it suspicious that after I finally was able to get in touch with the owner on his personal phone that the office was now answering my calls, but they are denying everything as well and are saying that the email was hacked and that I was being scammed by someone else. Even though I only used their email address that we have been in communication with since the start of the project. I just want them to finish the job that we both agreed they would do.Customer response
03/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.TK Mason has completed the work that I had sent the complaint about.
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.