Complaints

This profile includes complaints for Mason Companies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mason Companies, Inc.

  301 N Bridge St Chippewa Falls, WI 54729-2408

• 

  Mason Companies, Inc.

  1350 Williams St. Chippewa Falls, WI 54729

• 

  Mason Companies, Inc.

  425 Well Street Suite 100 Chippewa Falls, WI 54774

• 

  Mason Companies, Inc.

  1313 1St Avenue Chippewa Falls, WI 54774

• 

  Mason Companies, Inc.

  1251 1st Ave Chippewa Falls, WI 54774-9998

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:03/13/2025

  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.

  An account was set up with this merchant using my wife's name (***** Bless), our home address and my email ********************* and used in an attempt to ship items to a Miami address for which we have no affiliation (**********************************). When I contacted the merchant, they said other items were ordered and shipped. They refused to discuss the account with me since I am not the account holder. I said that there is NO account holder since we did not set up the account and that the account they do have uses my information as well as my wife's name.

  Business Response

  Date: 03/17/2025

  Dear *****,

  I have reviewed your complaint. I do apologize for this frustrating situation. We want to be able to provide you further information, but due to this being a public website we ask that for your security, you call one of our Supervisor's directly at ************. Please keep in mind, we do need to speak with the individual who's name is on the account. 

  Stoneberry Customer Care

• Initial Complaint

  Date:03/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  An account was created without my permission or knowledge An item was shipped to me and a brief time later followed by a bill for $37.98 I have tried to contact this company via email and phone only to be dismissed.Every fiber of my being tells me that this is a scam.

  Business Response

  Date: 03/12/2025

  Dear *****, 
  I have reviewed your complaint and understand your frustration with this matter. To resolve your consern, we ask that you contact one of our Supervisors directly at **************. We do apolgize for the inconvience you have expirenced and look forward to getting this resolved for you. 

  ******** Customer Care

   

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did call the number of a supervisor that represents Mason Companies and during a verbal exchange with someone that said her name was ******** She informed me that someone had opened an account with my credentials ( specifically my social security number ) I asked her to read the number that she had on file She said that it was against company policy but, I could tell her my social security number I told her that I was not comfortable doing that.

      She informed me that a fraud investigation would be started by their company and I needed to send the item that was shipped to me back to them using the ***** label provided with no cost to me.
  

        ************ should not be allowed to do any business with anyone Asking someone for their SSN over the phone is not normal for a reputable company to act.

   

  
  Regards,
  
  ***** ******

  Business Response

  Date: 03/17/2025

  Dear *****, 

  We apologize, again for this frustrating situation you've been put in. Per your contact on 3.14.2025, we've addressed this matter and done everything we can at this time. We are now considering this complaint closed. 

  ******** Customer Care

  Customer Answer

  Date: 03/19/2025

  [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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:03/09/2025

  Type:Billing 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.

  I have been a customer of ********************** for many, many years and all of a sudden they want me to apply a down payment in order to process my order(s), when my account is current as of the processing of this review. I have never had to apply a down payment nor has my account ever been in arrears or a payment eve been late since 2013, or before I have had this ********** seems ever since I caught a fraud purchase with another affiliated online stores (stone Berry), and (**************), which they incorporate my account with all the affiliated stores, and ever since I caught the online fraud and filed a complaint with the *** and **** and the *****************************, they now want me to apply a down payment when I order something, except for my last order three months or so ago.

  Business Response

  Date: 03/12/2025

  Dear ***, 

  I have reviewed your account information and see that there is an explaination for your orders requiring a Downpayment. For security reasons we are not able to share this information through email, chat or messages. Please contact our Credit Manager for further assistance with submitting your orders through credit at **************.

  Mason Easy Pay Customer Care

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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.

  In February 2025, I received a package in the mail, a towel, from a company I never heard of or ordered anything from. I held onto it, in the packaging and have tried to figure out the origin to no avail, Then I started to receive text messages and phone calls telling me I had a "past due payment".When I look up the company on yelp, there are tons of one star reviews that spell out the same situation, someone receives a package they didn't order then they are harassed for payment.

  Business Response

  Date: 03/14/2025

  Dear ********, 

  I have reviewed your complaint. I am so sorry and understand your frustration with this serious matter. I found the order you referenced. We ask that you return the item back utilizing the return label that was provided in the package, there will be no charge to use the label. In that time, we ask that you do give us a call at ************** to speak directly to one of our Supervisors for next steps to finalize this for you. We do appreciate you bringing this matter to our attention. 

  ******** Customer Care

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hi my complaint is not resolved, the company "********" is requesting I contact them and I do not wish to do so. This is a scam, I don't know how they got my name and address. They sent a product I didn't order and have been harassing me since.  I have received multiple phone calls a day, ten plus text messages from robo calls telling me I have a past due payment. When I search the company aka "Mason Companies **** on your BBB site, FOURTEEN different results, all with different PO Boxes in ********* come up, they all have "F" ratings. In other words, this is extremely shady. I will feel my complaint is resolved when they admit wrongdoing and agree to never contact me again.
  
  Regards,
  
  ******** *******

  Business Response

  Date: 03/17/2025

  Dear ********, 

  We understand your frustration regarding this situation and want to provide closure for you. In order to help you further and due to this being a public website, we ask that for your security you call our **************** Supervisor's ************************ at **************. We will not be communicating further on this complaint. 

  ******** customer Care

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I'd like to communicate with someone from the BBB itself instead of just getting messages from this super suspicious company forwarded to me. I'd like to see if there is any action I can take to stop further communication from this company and prevent this scam from happening to someone else. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:03/03/2025

  Type:Billing 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.

  WI Stoneberry sent me a statement said I opened a charge account with them. I have never given my permission and social security number to them and personally information to open any account. I have contacted this company and they have put a freeze on account to further investigate. They did notice a familiar situation that they considered unusual and they had already put the hold before I called today 3-3-25. I am now contacting Identity Theft to further ck my personal accounts about this very serious matter. I want others to be aware of this scam so to report it immediately and hopefully no one else goes through what I am experiencing. Thank you

  Business Response

  Date: 03/11/2025

  Dear ****,

  I have reviewed your complaint. I understand your frustration with this serious matter. Please know we take every precaution to keep our customers information secure and appreciate you bringing this to our attention. Anytime we receive notification that an individual's personal information has been compromised we take step on our part to freeze all account activity and recommend you contact ********************* to ensure your personal information wasn't used elsewhere.

  Stoneberry Customer Care,

  **************

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 practices in a way that allows people to easily create fraud accounts and is not helpful in deleting these accounts. it seems to be a scam to get people to pay small sums to close out accounts that are fraudulently created. Credit Phishing Scam

  Customer Answer

  Date: 03/03/2025

  I received a bill from them for something I did not order and an account I did not create. When I asked to report fraud they seemed unfazed and began asking for more of my personal information. I was uncomfortable giving them more than the fraud account number on the document I uploaded to you and my name. To this they basically reported, "give us a few days and we will see what we can do"? Having dealt with fraud at a bank level, this is not the response I was expecting and it set off some internal alarms. I would like BBB to investigate this company to see if they are actively participating in fraud strategies designed internally. Thank you, *****.

  Business Response

  Date: 03/14/2025

  Dear *****

  I have reviewed your complaint. I understand your frustration with this serious matter. Please know we take every precaution to keep our customers information secure and appreciate you bringing this to our attention.
  Anytime we receive notification that an individual's personal information has been compromised we take steps on our part to freeze all account activity and recommend you contact ********************* to ensure your
  personal information wasn't used elsewhere.

  ******** Customer Care

   

  Customer Answer

  Date: 03/17/2025

  [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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service 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.

  An unsolicited product that I did not order was delivered to me from a company called **********. I then received a bill for the product. Product was addressed to my name and address. The order number on the site the product came from showed an unknown phone number and email address that was not mine. I tried to contact the company when receiving the bill but was unable to speak to anyone that could assist me with returning the product and cancelling the charge. They only wanted to discuss making a payment. To return the product with included return label states there would be a $10.00 charge. I do not want to give the company any additional personal information and I'm not paying the charge billed to me.

  Business Response

  Date: 03/12/2025

  Dear ****, 

  I have read your complaint and notated your order and account. Please return the "Trend Makers Sight Bulb WiFi Smart Camera" with the smart label return through *****. You will not be charged for the use of the return label and a full refund will be issued upon return. 

  Stoneberry Customer Care

  **************

• Initial Complaint

  Date:02/14/2025

  Type:Sales and Advertising 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.

  A fraudulent account was opened in my name contacted the company for a week in writing (email) notifying them of the fraudulent account and requesting any orders be canceled, the account be frozen and deleted. Was told multiple times that this cannot be done via email or chat and that I had to Call their 800 number. Called the 800 number multiple times and was never connected with a person. Finally Got through to a person and was told I would be responsible for any bills sent to my residence, even though the account was fraudulent. My billing information was not connected with the account so my call to the company was merely a courtesy to help them manage their loss prevention. Was told that regardless, because my billing address was on file, I would be responsible for any bills. Finally permitted to cancel the account and place any future orders on hold. The company was able to cancel one of the fraudulent orders, but even though I had emailed in plenty of time in the week, another order was not canceled. The company had plenty of time to process my request via email, but refused to do the order or account cancellation through email. Notified a supervisor that this policy lends to scams and does not protect their customers. Supervisor was apologetic, but it was clear that the policy would not be changed Reiterated that they do not do any cancellations through email. This is a poor business practice as a business owner myself if someone is able to apply for their credit card fraudulently in my name online and order products from them online through email I should be able to cancel, order or close an account that I never opened through online communication. Companies like this one give businesses a bad name and might as well be handing scammers a bank account. If the only thing needed to open an account and use someones identity is their name and an address this company has made a pathway for anyone wanting to steal more than possible. Worse they dont care.

  Business Response

  Date: 03/12/2025

  Dear *******, 
  I have reviewed your complaint. I understand your frustration with this serious matter. We take our customers' security very seriously and work to ensure their information is protected. We have worked very hard to put additional security measures in place to prevent this. We value every customer and potential customer and thank you for your time bringing this matter to our attention. 

   

  Stoneberry Customer Care

• Initial Complaint

  Date:02/14/2025

  Type:Product 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.

  I call today to place an order for hoka gym shoes, I want to go on the payment plan of $14.99 she said it wouldnt be a problem she has for the last 4 numbers of my social security I told her I didnt want to give her that information because I didnt want her to run my social security since Im buying a house she promise she was doing that after I gave her the last of my ss I got the alert that someone ran my credit. I looked at it right away while I had her on the phone and I told hershe lied to me because its showing that your company Mason ran credit on me. I expect the company to erase that off my credit after I told her run my credit and she said she wasnt going to, but then again she lied and thats not business like at all people like this youdo not want in your Company. I expect you guys to remove it off my credit and I made the call at about 255 so you can look her upand see who she was. I also had the code for free shipping. She tells me I cant use that. That was a savings of what $17 so I need all this to be taken care of.

  Business Response

  Date: 03/14/2025

  Dear ****,

  
  I have reviewed your complaint and apologize for any inconvience this may have caused you. We encourage our customers to read the terms and conditions of the credit plan before submitting an order to ensure there is full understanding regarding the use of it. Just like any credit card or line of credit applied for, a credit check will be ran on ones credit report. Our agents don't run the report themselves, but once an order is placed that process is set in motion automatically. I do see that free shipping should have been applied to your order and I have removed that charge. Again, we do apologize for any incovience. 

  
  Mason Easy Pay Customer Care

  
  

• Initial Complaint

  Date:02/12/2025

  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.

  I made my payment too early and they will not apply it to the appropriate place. I made my February payment on January 16th and instead of applying it towards my February payment they put it towards my balance. They refuse to correct it even with me explaining and having proof with my payment history that I was a month ahead. I spent over 2 hours, was transferred at least ************************************************************************* not.