Greystone Masonry

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID 11634211, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Homeowner response - We are surprised at GreyStone’s lack of concern for the property owner and total lack of communication As noted to Dan, in a phone call on August 29th, their crew left the job on August 19th telling us, the homeowner, that they were NOT done with the job and had to come back on the 22nd of August to complete the job This was stated directly to the homeowner So, we are completely taken aback that the company would blatantly lie and say their crews left the job with the impression that we are satisfied The crew did NOT return on the 22nd of August to finish the job We heard NOTHING from GreyStone until the homeowner called later that week We are not here to harm the business We loved the showroom products and chose GreyStone However, if the homeowner were to breach the agreed upon plans or contract in anyway, the homeowner has to pay fees, etc Why is it that GreyStone can so blatantly breach the agreed upon designs and contract and still request full payment? Even after the proposed solutions either weren’t met or may cause issues with other work done to house (voidance of warranty)? We are taken back, once again, by the continued Revdex.com notices from the [redacted] sFrom the first meeting with the [redacted] s at their project, Dan agreed to address and resolve any of their concernsEvery time our team leaves the [redacted] ’s project, we are under the impression that they are satisfiedHowever, after each departure we receive another Revdex.com complaintThe most recent complaint was within minutes of our team leaving the site- Homeowner response - We are surprised at GreyStone’s lack of concern for the property owner and total lack of communication As noted to Dan, in a phone call on August 29th, their crew left the job on August 19th telling us, the homeowner, that they were NOT done with the job and had to come back on the 22nd of August to complete the job This was stated directly to the homeowner So, we are completely taken aback that the company would provide a response and say their crews left the job with the impression that the homeowners are satisfied The crew did NOT return on the 22nd of August to finish the job We heard NOTHING from GreyStone until the homeowner called later that week The team that installed the backfill and first toucrew asked how everything looked and Mr [redacted] agreed that it was satisfactory– Homeowner response – This is an inaccurate statementThe crew did not even ask the homeowner if she was OK with the job before they left because she was told they would return on Monday, August 22nd to finish the job, by the crew on site Not the backfill guys but the concrete personnel Homeowner was not asked about backfill, just told the job was done and they leftOn August 24, Carly informed Mrs [redacted] , via phone that Dan would contact her by the latest Monday (8/29) and then followed the phone conversation with an email confirming the conversationMrs [redacted] responded, “thank you for the follow up” I am not sure why the [redacted] s feel that we did not stand behind our discussion, as Dan followed up on Monday as promised– Homeowner response – Actually, this was miscommunication with the homeowners When Mrs [redacted] spoke on the phone with GreyStone, she was told Dan would call back the same day as phone call or the next morning Mr [redacted] received the email about Monday and replied, failing to tell Mrs [redacted] that he had done so until later This was an error on the homeowners part and unlike GreyStone, we can admit fault to this We do not believe you stand behind your promise because 1) concrete was put in the wrong place and although you placed a small brick wall in front of the concrete that was just shoved under the house, per the plans, contract and homeowner/business agreement concrete should have NEVER been poured there in the first place The concrete was not correctly placed, as it is (in several spots) lumped up, and not uniform with the rest of the patioAs explained many times to the [redacted] s, stamped concrete has a texture and as our Proposal Agreement (signed by [redacted] on June 29) concrete is hand-crafted and will have imperfections as a natural part of the processThis is not tile, marble or graniteWhen Dan met with the [redacted] s, he never said the patio was roughUpon his arrival to the [redacted] s project, Dan had to ask the [redacted] s to identify their concerns that would warrant a complaint through the Revdex.comHe acknowledged the areas and said we could touch them upHomeowner response – We understand that concrete is not perfectHowever, it should not cut our feet when we walk out on the patioWe have had (and still have) several rough areas on our patio that can cause injury when walking barefoot onAlso, all other concrete in our area, other people’s stamped concrete, curbs, sidewalks, step into houses, which are also made with concrete and hand crafted, are smooth on the edges to prevent injuryGreystone admits to the concrete extension under the bump-outWe should have informed the [redacted] s of the extension and its purposeConcrete was installed under the bump out to prevent water from being trapped between the foundation and the patio We agreed to install at brick wall to put the [redacted] s fears of any potential water intrusion at easeAgain, we were left under the impression all was goodHomeowner response – This is an inaccurate statement NO ONE left here with the impression that concrete under the bump out was OK by any means Mrs [redacted] told the installer on the day of installation, three different times, once before job began, once during job before concrete put down and finally when installer was finished to which he replied “I wish you had said something before we began” which homeowner replied “I did” and at least on two different occasions to designer (prior to installation) that NO CONCRETE would go under the bump out due to flooding issues The no concrete under bump out was due to designer’s professional opinion and homeowner agreeing Even Dan, the owner, acknowledged during his site visit that it would have been far easier if the concrete installers would have stopped at the bump out, rather than pouring concrete against the foundationBrick wall installation may or may not work to help ease flooding in the basement Point of the matter is homeowner had just paid well over $15,to have the basement waterproofed and a trench jackhammered out Also the window well excavated, replaced and a drain pump put into window well leading to brand new sump pump which takes water away We have a lifetime warranty guaranteeing a dry basement which may now be NULL AND VOID because GreyStone not only married new concrete to the recently modified foundation but also shoved concrete against the newly installed window well and dumped concrete into the newly installed window well, preventing water from draining into the pump GreyStone did send someone to remove the concrete from window well however, the window is too small for anyone to get up and look to make sure all concrete is broken up Also, the concrete had hardened to the rocks the waterproofing company had installed, forcing GreyStone to remove over half the rocks which were affixed to the concrete WE STILL have a concrete form against our newly installed window well! Not to mention the fact that the purpose of the window well “aluminum shield” is to prevent unwanted water from flowing into it from outside soil With the patio improperly installed, we now have inches ABOVE the window well Again, this is a breach of contract with the homeowner and although the brick wall was installed, it may cost the homeowner more due to their lack of ability to honor the plans they drew upWe have addressed the [redacted] s concerns as stated by the [redacted] s in their Revdex.com complaint dated August The italicized red font indicates our most recent notes since the outstanding items were addressedPromises kept/met and promises not kept/met: Some sanding / grinding was done (spent about another minutes of sanding / grinding after homeowner talked with them, then quit) but never came back to seal, stain or finish – Solution NOT met We returned on Monday August and our team met with the [redacted] s once again, leaving the site under the impression satisfaction was met– HOMEOWNER RESPONSE - Team that came out on the 29th of August did a good job on the steps Solution was finally met for the steps This crew left knowing homeowner was OK with job they did ALL CREWS PRIOR to them did NOT leave thinking homeowner was satisfied with job Backfill put in but not enough to take away more than inch of height from patio vsground – Solution NOT met Greystone installed backfill making the patio 7”above groundAgain, this is something outside of the contract as Greystone does not do any backfillingHowever, we agreed to go outside of our contract and backfill– HOMEOWNER RESPONSE – IncorrectThe patio is not 7’ above ground It ranges from – and1/inches in height Per the contract and the design homeowner made with GreyStone designer, patio was never supposed to be this high Again, this was explained to installer two times on the day of installation Once prior to installation and once before concrete was poured Concrete was NOT supposed to be as high as the deck There was supposed to be a step up onto the deck Installer said he understood and still poured the patio too high Solution GreyStone implemented of backfill being poured was done, but not enough to take away the extreme step down Prince William County policy for a riser is ½ inches This step down is still too high Backfill crew asked homeowner what she thought during installation, never after they were done Homeowner said it looks better but still too high when asked during installation Credit of $given back to homeowner – unsure if this was met since we have not seen final bill; definitely should have been given way more money off due to contract stating job would only be 3-days and has taken almost 4-weeks –Solution UNSURE The $was not charged in the final invoiceSee attached– HOMEOWNER RESPONSE – some of the $would have had to been credited back anyway because homeowner paid $for ½ extra feet of concrete and as you can see by the pictures, we are approximately inches shy of what we agreed upon Patio should have been ½ feet from house in this location Small brick wall successfully installed (bricks in height) under bump out – Solution MET Small brick wall was installed however warranty to waterproofing company may be null and void now This was a problem that should never have occurred After three attempts, broken siding has finally been replaced Unfortunately, some of the siding is permanently stained now in the areas where they removed and replaced siding – Solution PARTIALLY met – Newly installed siding by another company, prior to patio being installed, is still stained GreyStone siding installer said he cannot remove stains Portion of deck was successfully removed – Solution MET – if the portion of deck would have been removed before installation of patio, homeowner would have been given the full inches extra of concrete to make the patio a total of ½ feet from house, as per the contract

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] I understand Greystone is offering to trim and clean up the expansion strips on my patio and this resolution would be satisfactoryGreystone will need to ARRANGE A SPECIFIC DATE with me when they would want to send their workers to my house to resolve the problem and not to perform any work secretlyThey sent out their crew to paint the side of the patio (which was yet another defect) without notifying me, which was very unprofessional from their sideContrary to what Ms [redacted] is claiming, the expansion strips were never trimmed or cleaned; they look EXACTLY the same as on the day the project allegedly was completed (see the attached image) I will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] ***

Good Afternoon This message is in regards to complaint ID [redacted] We were out at Mr [redacted] home on 10/9/to address his concerns with the expansion stripsWe shaved them down and cleaned them upIf Mr [redacted] would like us to come back out & shave them down even more, we can do soHowever, I need to be sure he understands there will be visible ruggedness to the expansion strip as well as a rather large gap just as are the expansion strips at our showroom At no time was Mr [redacted] mislead by any of the Greystone representativesI have attached some photos for your review of our showroom samplesThere are several expansion strips at our showroom & Mr [redacted] walked our entire showroom several times & never once voiced any type of concern with the visible expansion stripsYou will notice, the first photos are of the pattern he selectedAgain, he never said anything about the obvious expansion strip around his pattern It is unfortunate & unfair that Mr [redacted] has made a complaint based off of a service that we do not offerGreystone does not caulk or seal any joints (as you can see from the attached photos of our showroom)It’s up to the Homeowner Please call with any questions you may haveHave a great weekend! [redacted] Greystone Masonry, IncTAKING CONCRETE IN A NEW DIRECT

Good Afternoon,We are baffled to receive a complaint from Mr [redacted] as he hasnever contacted us with a concern regarding his front porch sloping or hisside/ rear projects holding waterThe additional brick work on the side porch / brick skirt was never contracted.I have attached the accepted proposal listing the scope of work and acceptance by Mr[redacted] It was agreed that he would get the brick material and that he will pay our brick mason to install the additional brick skirt at his expense but Mr [redacted] is expecting the work to be done free of charge to him.The original contract proposed the stoop to be constructed with stamped concrete and a change of order was later agreed to, installing the stoop with brickAttached you will find the contract and change of order agreement (EMAIL)Thank you, [redacted]

We are taken back, once again, by the continued Revdex.com notices from the [redacted] sFrom the first meeting with the [redacted] s at their project, Dan agreed to address and resolve any of their concernsEvery time our team leaves the [redacted] ’s project, we are under the impression that they are satisfiedHowever, after each departure we receive another Revdex.com complaintThe most recent complaint was within minutes of our team leaving the siteThe team that installed the backfill and first toucrew asked how everything looked and Mr [redacted] agreed that it was satisfactoryOn August 24, Carly informed Mrs [redacted] , via phone that Dan would contact her by the latest Monday (8/29) and then followed the phone conversation with an email confirming the conversationMrs [redacted] responded, “thank you for the follow up” I am not sure why the [redacted] s feel that we did not stand behind our discussion, as Dan followed up on Monday as promisedAs explained many times to the [redacted] s, stamped concrete has a texture and as our Proposal Agreement (signed by [redacted] on June 29) concrete is hand-crafted and will have imperfections as a natural part of the processThis is not tile, marble or graniteWhen Dan met with the [redacted] s, he never said the patio was roughUpon his arrival to the [redacted] s project, Dan had to ask the [redacted] s to identify their concerns that would warrant a complaint through the Revdex.comHe acknowledged the areas and said we could touch them upGreystone admits to the concrete extension under the bump-outWe should have informed the [redacted] s of the extension and its purposeConcrete was installed under the bump out to prevent water from being trapped between the foundation and the patio We agreed to install at brick wall to put the [redacted] s fears of any potential water intrusion at easeAgain, we were left under the impression all was goodWe have addressed the [redacted] s concerns as stated by the [redacted] s in their Revdex.com complaint dated August The italicized red font indicates our most recent notes since the outstanding items were addressed Promises kept/met and promises not kept/met: Some sanding / grinding was done (spent about another minutes of sanding / grinding after homeowner talked with them, then quit) but never came back to seal, stain or finish – Solution NOT met We returned on Monday August and our team met with the [redacted] s once again, leaving the site under the impression satisfaction was met Backfill put in but not enough to take away more than inch of height from patio vsground – Solution NOT met Greystone installed backfill making the patio 7”above groundAgain, this is something outside of the contract as Greystone does not do any backfillingHowever, we agreed to go outside of our contract and backfill Credit of $given back to homeowner – unsure if this was met since we have not seen final bill; definitely should have been given way more money off due to contract stating job would only be 3-days and has taken almost 4-weeks –Solution UNSURE The $was not charged in the final invoiceSee attached Small brick wall successfully installed (bricks in height) under bump out – Solution MET After three attempts, broken siding has finally been replaced Unfortunately, some of the siding is permanently stained now in the areas where they removed and replaced siding – Solution PARTIALLY met Portion of deck was successfully removed – Solution MET

Claim: [redacted] Good Afternoon [redacted] Thank you for talking with me earlier regarding this complaint submitted by [redacted] ***I am still baffled by the complaint, as [redacted] *** presented an ultimatum on Sunday evening via email, proposing the option to the give them a discount or they will contact Fairfax County Consumer Affairs bureau and Revdex.com however; before [redacted] email was even opened on Monday, we received an email from Better Business reporting their claim On several occasions, myself (senior estimator), [redacted] (the owner of the company) and two different finishing crews returned to the project to discuss and address the concernsOn Friday Nov14, our crew returned to meet with the [redacted] and address and finalize their four concerns that were identified and agreed to with [redacted] *** via email on Thursday NovIt was also agreed that [redacted] would submit final payment for the balance due once the four items were addressed on FridayUpon our crew’s departure, we were under the impression they were satisfied and ready to finalize the balance due, but instead we received a Revdex.com complaint and an email from [redacted] following the complaintWe have been more than accommodating, returning on several occasions to meet, discuss, and address their concerns and every time we were left with the impression that we have come to a resolution, but to be surprised by an email with an ultimatum It is obvious their expectations for stamped concrete are irrational Paragraph #of our Proposal Agreement (as signed by [redacted] ***) states that “variation in color and pattern can be expectedStamped Concrete is hand-crafted and will have imperfections as a natural part of the process” The stamped brick border color selected and installed on the front landing and walkway was “Terracotta- Complement Existing Brick” as agreed and signed by [redacted] August ( [redacted] )We were very clear from the beginning that matching their existing brick to the stamped concrete border would be impossible, as they are two different materialsWe agreed to complement the brick, but never to match I have [redacted] a PDF showing pictures of before we entered construction and after constructionThe picture at the bottom of the page shows the landing and walkway after constructionAs you may know, with any photography, the variation between the two pictures are caused by the angle, lighting, camera, weatheretc Upon your review, please let me know if you need any additional information or questions Thank you, [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Based on Ms [redacted] ’s response, at this point Greystone doesn’t appear to be willing to offer any resolution of this complaintFirst of all, the house wall was damaged not as a result of power-washing the concrete but because the wall wasn’t properly covered when the workers were throwing colorant on the patioA little bit more care on the part of the workers would have totally prevented the damageAlso, the quoted clause doesn’t appear anywhere on the contract I signed with Greystone Second of all, I didn’t see any pieces of unsightly, cracking, half painted half unpainted foam sticking out of the expansion joints at the company’s showroom; if I did, I wouldn’t have contracted Greystone to build the patio for meAll I want is to have my patio constructed to the same standards as those showcased in the company’s advertising materials and their showroomThe expansion joints in the product that was delivered to me are full of workmanship defects that no reputable company specializing in stamped concrete would want to take credit for(I encourage Ms [redacted] to personally visit my house and confirm that everything in my patio conforms to Greystone’s quality standards)Actually, at one point during my interactions with Greystone the company did recognize that the expansion joints were not up completed satisfactorily and offered to correct the defectsEvidently, they then changed their minds and retracted this offerAs for the caulking or sealing the joints, if this option is only available for an additional payment, I wasn’t made aware of that at the time I signed the contractOn the contrary, the company’s employee Melissa Carter (who handled my contract) specifically mentioned that there would not be any additional costs whatsoever related to the construction of the patioI wasn’t told that there would be foam sticking out of my patio and that I would need to pay additionally to have this problem correctedThat’s misleading and dishonest marketing I would still want to hope that Greystone will acknowledge that there were quality problems in the delivered product and offer a way to resolve the issuesIf Greystone doesn’t see that as an option, I will have no choice but to disclose my experiences dealing with them on Angie’s List and on the Potomac Shores’ electronic message board, which reaches virtually all residents in our community