Borsello Masonry, Inc.

To whom it may concern:   Thank you for your efforts in getting in touch with me to allow the opportunity to discuss these matters and address the points Mr. [redacted]...

outlined in his letter to your office.     As a precursor, I want to make mention of the fact that this is not the 1st time Mr. [redacted] and I have done business together. We worked on his chimney several years back and had issues collecting final payment which took many months & numerous phone calls by both myseld and my staff to finally get the long overdue payments.    So his comment about my diligently aiming to collect the balance, the collection efforts we're done to ensure payment in line with our regular and agreed upon timeline.    Furthermore, I'd expressed to Mr. [redacted] that payment was required because our contracted work was done and the crack in the surrounding / existing masonry was something we did everything possible to avoid (Machine saw-cut the slab as deep as possible from edge to edge) prior to demolition. Additionally, our approach which only included replacing "a partial section" of the garage slab was something which was dictated to me by Mr. [redacted] as he declined to consider replacing the entire slab which I recommended!     After the sawcutting & demolition, our execution of all items agreed to in the scope of work, including (but not limited to) dowelling of 1/2" rebar & placing all concrete where done in a high quality & responsible manner in full adherence to the scope of work.     Having discussed all of the above mentioned details with Mr. [redacted] back at that time, he agreed that I'd done nothing wrong and it wasn't to be my out of pocket expense to fix the hairlines cracks. I did say that I'd try to free up a mechanic as soon as possible to send his way but he adamantly didn't want to pay much of anything (only to pay my mechanic directly for an hour or two with no opportunity for our company to not turn a profit or even really cover our expense of operating costs / overhead.)    Unfortunately, this didn't make it a priority to do right away. Then as time went on it became hard to keep up with & respond to the many phone calls, voice mails and text messages...and for that I am sorry!      Following this email, I will directly forward you will the original proposal, guarantee information, and related terms & conditions that I emailed to Mr. [redacted]. Outlined in the guarantee exclusions you will see stated that "Borsello does NOT guarantee products or services under any of the following circumstances: (a) damage which occurs as a result of an act of God (b) any settlement cracks, shrinkage, spalling, issues related to unknown substrates, excessive moisture, and/or failure of surrounding / existing masonry (c) aging, weathering or change of color, minor scratches or other minor imperfections."    Therefore,  I cannot assume responsibility as Mr. [redacted] was made aware and we delivered a quality approach & product that simply became compromised by issues outside of our control.    In closing, it is my goal to help repair the cracks (3) by grinding them open and infilling them with a premium flexible sealant (1/2" +/-) that the manufacturer suggests will last 5-7 years. However, we offer no guarantee as to how long our clients should expect any sealants and/or caulking to perform and that they should consider them as a normal routine maintenance expense / cost of ownership.    To do this service I will offer a $100 discount off our $450.00 minimum service fee and ask for $350.00 to be in hand upon arrival and paid immediately upon completion.    Should Mr. [redacted] agree to move forward, I am happy work this task into our production schedule sooner than later to get these matters settled.    Thank you for your time & attention to this matter.    Best regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reject [redacted]’s response.   [redacted] attempts to blur the issues at hand by drudging up previous business that we had is once again filled with inaccuracies.  To [redacted]’s point, he and I had business in the past.  I discovered a leak in my bedroom. The roofing company informed me that it was the result of a leak in my chimney and not the result of their craftsmanship (as I had just had roofing work done to my house).  I contact [redacted] and informed him of the issue.  [redacted] initially questioned whether it was a chimney issue, but informed me that he could install a new “patented” piece of chimney which would be guaranteed to never leak.  I expressed my concern for spending more money than the initial fix for the job and inquired to wait for final payment to occur after it rains!  He agreed to wait no more than 1 week.  Unfortunately, it did not rain within the week and the check was mailed on the 7th day.  Therefore, [redacted]’s attempt to bring up past business endeavors is irrelevant.  Prior to accepting [redacted]’s proposal to repair the garage I asked him point blank what would happen and if his work cracked.  He chuckled and said, “Trust me.  It won’t!  However, it does within a reasonable amount of time, don’t worry, I will come and fix it.  However, it won’t!”  He never said anything regarding what he wrote in his reply to you; "Borsello does NOT guarantee products or services under any of the following circumstances: (a) damage which occurs as a result of an act of God (b) any settlement cracks, shrinkage, spalling, issues related to unknown substrates, excessive moisture, and/or failure of surrounding / existing masonry (c) aging, weathering or change of color, minor scratches or other minor imperfections."   We shook hands and signed the contract and I waited for the work to be completed.  The job was completed on Tuesday, August 26th, 2014.  He was paid on Friday, August 29, 2014.  Regarding the concerns at hand; the garage.  On Thursday, August 28, 2014 I noticed a crack in the garage floor that butts up to the work that [redacted]’s employee had just completed. I informed [redacted]. He argued that the crack must have been there.  I rebutted by stating why would I have you remove cement that has cracks, but leave the biggest crack that butts up against the new work.  We agreed to a $75 fee (to pay the worker under the table) for him to groove out the crack and fill it, and smooth the surface.  The $75 had nothing do with price of saw blades or cement.  Yet, it has been nearly 10 months and that crack has not been repaired.   Then on February 21, 2015 (less than 6 months after the work was completed) I noticed the crack in the new cement work.  I contacted [redacted] immediately via phone and text.  I sent him a video of the crack.  To be clear, my garage is used for storage.  I do not drive vehicles into the garage.  I only noticed the crack because I was putting a bag of garbage in a trashcan.  Understanding that it was winter time I did not expect the work to be done immediately.  However, [redacted] only replied once, in over a month, regarding the issue.  In his reply he informed me that he would “get in touch with me today” because he was out of town.  Again, he never did. [redacted] failed to follow through to have the crack, which was discovered the day after his work was completed, repaired for the agreed $75.  [redacted] failed to follow through with the crack that was discovered in February. It took [redacted] nearly 2.5 months to reply to this complaint.  This demonstrates a complete lack of professionalism and empathy of behalf of [redacted]’s customers.   [redacted]’s proposal of explaining all the work that is needed to do the job and justifying a $350.00 charge to complete a job that he was willing to do for $75.00 demonstrates a contractor attempting to “bully” and “confuse” the homeowner and the Revdex.com.  Furthermore, there is no mention of the crack that was discovered immediately (8/28/14) after the initial work was completed.   I am not looking to get “something for nothing”!  I am prepared to accept [redacted]’s initial proposal and pay $75 to have the original crack, discovered in August 2014, repaired and will offer an additional $50, to the individual that does the work, for repairing the crack discovered in February 2015.  I have filed this complaint at the State level and, if necessary, am prepared to file civilly. 
Regards,
[redacted]
 
 %

Review: On August 27, 2014, I had Borsello Masonry remove and replace a 65xsection of my garageThe job was supposed to take days, but took over At the conclusion of the job I immediately noticed a new crack on the preexisting concrete[redacted], contractor/owner, was insistent that I pay him before the weekend (so that he could pay his workers), but assured me that he would have someone out to the house to repair the crack on Saturday (August 30th)My last communication regarding this issue was on Thursday, September 11, As of date the crack had not been repaired.On Saturday, February 21, I noticed a crack running the length of the newly poured cementI immediately called and text pictures to [redacted]Since the 2/21/I have sent over voice mails, text messages, and/or emails (via website)[redacted] made contact with me on March 16th where he texted that he would call me later that nightHe never called.Both cracks are left unrepaired.Desired Settlement: I would like to have both cracks properly repaired at contractors expense
Business
Response:
To whom it may concern: Thank you for your efforts in getting in touch with me to allow the opportunity to discuss these matters and address the points Mr[redacted] outlined in his letter to your officeAs a precursor, I want to make mention of the fact that this is not the 1st time Mr[redacted] and I have done business togetherWe worked on his chimney several years back and had issues collecting final payment which took many months & numerous phone calls by both myseld and my staff to finally get the long overdue paymentsSo his comment about my diligently aiming to collect the balance, the collection efforts we're done to ensure payment in line with our regular and agreed upon timelineFurthermore, I'd expressed to Mr[redacted] that payment was required because our contracted work was done and the crack in the surrounding / existing masonry was something we did everything possible to avoid (Machine saw-cut the slab as deep as possible from edge to edge) prior to demolitionAdditionally, our approach which only included replacing "a partial section" of the garage slab was something which was dictated to me by Mr[redacted] as he declined to consider replacing the entire slab which I recommended! After the sawcutting & demolition, our execution of all items agreed to in the scope of work, including (but not limited to) dowelling of 1/2" rebar & placing all concrete where done in a high quality & responsible manner in full adherence to the scope of workHaving discussed all of the above mentioned details with Mr[redacted] back at that time, he agreed that I'd done nothing wrong and it wasn't to be my out of pocket expense to fix the hairlines cracksI did say that I'd try to free up a mechanic as soon as possible to send his way but he adamantly didn't want to pay much of anything (only to pay my mechanic directly for an hour or two with no opportunity for our company to not turn a profit or even really cover our expense of operating costs / overhead.) Unfortunately, this didn't make it a priority to do right awayThen as time went on it became hard to keep up with & respond to the many phone calls, voice mails and text messages...and for that I am sorry! Following this email, I will directly forward you will the original proposal, guarantee information, and related terms & conditions that I emailed to Mr[redacted]Outlined in the guarantee exclusions you will see stated that "Borsello does NOT guarantee products or services under any of the following circumstances: (a) damage which occurs as a result of an act of God (b) any settlement cracks, shrinkage, spalling, issues related to unknown substrates, excessive moisture, and/or failure of surrounding / existing masonry (c) aging, weathering or change of color, minor scratches or other minor imperfections." Therefore, I cannot assume responsibility as Mr[redacted] was made aware and we delivered a quality approach & product that simply became compromised by issues outside of our controlIn closing, it is my goal to help repair the cracks (3) by grinding them open and infilling them with a premium flexible sealant (1/2" +/-) that the manufacturer suggests will last 5-yearsHowever, we offer no guarantee as to how long our clients should expect any sealants and/or caulking to perform and that they should consider them as a routine maintenance expense / cost of ownershipTo do this service I will offer a $discount off our $minimum service fee and ask for $to be in hand upon arrival and paid immediately upon completionShould Mr[redacted] agree to move forward, I am happy work this task into our production schedule sooner than later to get these matters settledThank you for your time & attention to this matterBest regards,
Consumer
Response: