Nate Fx, LLC

Re: [redacted] - Greystone Masonry, Inc.Good Afternoon,09/13/2014- I provided Mrand Mrs [redacted] with a concrete estimateOn 6/10/15- They committed to get the work done6/27/2015- They came to our showroom to select pattern & color for their patio projectMr [redacted] had a piece of concrete foundation in his hand in the hopes to find a color to match the paint and the siding on their homeAfter making their selections, they requested a change to the patio shapeThe selections and shape change was indicated on the Design Proposal and initialed by the [redacted] Our Design Proposal and Proposal Agreement indicate their selection sample E-Tan mix w/ oyster white base colorI have attached a picture of their project.6/29/2015- Mr [redacted] changed the dimensions of shed pad, increasing the sizeA third updated Proposal was sent for their signature.07/16/Patio & shed pad is installed.07/20/Shed pad & Patio is completed Mrs [redacted] called and spoke to one of our office personnel regarding concerns control cuts were not madedrain needs to be buriedstating we gave her the wrong color7/I called Mrs [redacted] and left a message to discuss the project concerns.7/I called Mrs [redacted] again, and we spoke regarding her concernsI tried to discuss the three project concerns; however, she was very upset and requested to speak to one of the managers/ ownersI informed her I was one of the owners and she became even more upsetI recommended at that point that I give Mr [redacted] a call to discuss the concerns.7/ I called and left a message for Mr [redacted] , requesting to discuss the concernsI followed up with an email to Mr [redacted] as well.7/We received an email from Mr [redacted] and now the three concerns escalated to nine concerns.7/I offered once again to meet with them, as my schedule was flexible and I was familiar with the projectIt was agreed and scheduled for Dan the co-owner, my husband, to meet with the [redacted] We scheduled for Dan to meet with them onsite twice, since Mrs [redacted] did not want to deal with me anymoreOur office personnel explained that Dan is in charge of the production side of the business, and is always out in the field workingUnfortunately, we had to reschedule both meetings as Dan’s schedule was not going to work out.Our office manager returned to the office after maternity leave and attempted to reach out to the [redacted] via phone and email in attempt to close the account, but, as stated in the [redacted] complaint, they refuse to pay the balance of their project.I have attached pictures of the project, and as you can see there is no hole or drains that need to be fixedIn regards to the color installed, it is the color they selected and what all paperwork indicatesIt is unfortunate that the [redacted] are not satisfied with the color or pattern they selected, however, Greystone is not at fault (refer to proposal agreement initialed and signed by Mr [redacted] paragraph #and #7) You will see in the pictures attached, there are no stains on the foundationThe color powder we use does not stain and any residence can be cleaned from the surface, which was originally taken care of.The project is complete as per the agreed contract Thank you, [redacted] Greystone Masonry, Inc.TAKING CONCRETE IN A NEW DIRECTIONShelton Shop RoadStafford, Virginia 22554540-752-

Good Afternoon.I’m responding to complaint # [redacted] The [redacted] met with [redacted] our Greystone Representative on August 14, at our showroom to get on our schedule for installation of a new patio, wall and steps for their homeMr [redacted] wanted as many discounts as possibleAt that time, our representative offered them $off for being government employees, $off for a coupon and an additional discount of $if they wanted to pay cash for the entire projectGreystone accepts, credit cards, checks, or cash like any other businessCash hits the account immediately unlike credit card or check paymentsMr [redacted] jumped at the offerUltimately, Mr [redacted] agreed to the terms of paying cash for the project for an additional $offHowever, they did not have $1,cash on hand the day of commitment so our Greystone representative agreed to accept a check for the deposit only and honor the $discount for the ½ down payment and balance to be paid in cashUpon completion, Greystone received a check for final payment on December 3, in the amount of $4,via checkOur office left messages and sent an email that were in no way harassingThey simply stated to please contact the office regarding your final paymentWe had an agreement and when the check was received the agreement was voidedWe decided to hold the check until we heard back from the [redacted] We did not want to just send an invoice out for a balance of $without explanation & making sure we were all on the same pageWe received an email on December 15, requesting that we deposit the check and do not contact them as all work with Greystone has been completedWe replied to the email explaining they would have a balance of $on their account as a discount was agreed to with terms and the terms were brokenThus, here we are with the complaint.I have [redacted] a signed contract showing the $discount was agreed to by both parties as well as a chain of emails between the office staff and the [redacted] There was never any type of harassment or illegal threats of any kind made to the [redacted] Greystone’s Accounting Department decided they would wipe away the $balance due to the fact that is coming to an end and all our accounts must be closedThe Sharp’s were mailed a PAID invoice on December 16, You will find the PAID invoice [redacted] for your review as well.If you have any questions, please feel free to give me a call.Kindest Regards, [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 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 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

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 complaint.First 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

We have scheduled a meeting with Mrand Mrs*** and Dan D*** the president of Greystone for Thursday between after 5pmAt that time we plan on discussing all of the concerns with their projectWe hope to resolve this matter to both of our satisfaction

WE HAVE CONTACTED MR.*** AND HAVE SCHEDULED A TIME TO MEET WITH HIM TOMORROW

Good Afternoon. I received the complaint information for case # ***We installed a stamped concrete patio w/a landing & steps for Mr*** at the end of June His steps required a permit which Greystone obtained for himWe completed the job for Mr*** on July 3, Once
final payment was received, Greystone set up final inspectionFinal inspection was scheduled for July 23, The inspector failed the final inspection because we were not able to answer questions about the installation of the steel & beamsA lot of times, final inspection is not performed for a few months after the job is completed because the inspector needs to meet with our Carpenter on site for our Carpenter to be able to answer any questions the inspector hasUnfortunately our Carpenter was on vacation at the time of final inspectionMr*** has contacted our office a few times in regards to the inspection & he was informed that our carpenter needed to meet with the inspector & we would let him know once we rescheduled the final inspection. After receiving this complaint, we spoke with Mr*** yesterday & explained that our carpenter has been out of town & reassured him that we’re not going to leave the inspection as isWe have to close out all of our permits with Prince William County in order for our license to remain in good standingMr*** now understands that final inspections are not our #priority because the county gives us plenty of time to be able to close out a permit & we usually schedule our inspections for rainy days because of our Carpenters day to day scheduleBy the end of our conversation, Mr*** was asking us to come out & provided him with an estimate for the front of his home. If you have any questions, please feel free to give me a callHave a wonderful day! ***Greystone Masonry, Inc.TAKING CONCRETE IN A NEW DIRECTION Shelton Shop Rd.Stafford, Virginia 22554540-752-5658FAX: 540-752-

Greystone installed a pool deck with a cantilever edge coping
for Mrand Mrs*** in April of Like any of the projects Greystone
installs, there is a one year warranty for the jobDue to the fact that
Greystone stands behind their work, repairs still can be made when the
warranty
expires, for a small non-profitable costIn May of 2015, four years later, the ***s put in a request
to have a repair done between the pool coping and vinyl stepsGreystone came
out to the site and addressed the problemAt the end of the month, Greystone received
another request form the ***s to once again address the same problem areaThe
repair did not last due to expansion and contraction of two different types of
materials, the concrete that fixed the repair and the vinyl material on the
stepsThe expansion and contraction of these two caused cracking, which is why
Mrand Mrs*** wanted the problem to be addressed once againUpon receiving
the ***s request Greystone once again sent out a representative to address the
problem area only this time their gate was lockedThe ***s were not home and
the representative had to leaveGreystone sent the representative out to the
site another time to repair the problem area and once again the gate was
lockedGreystone made two attempts to fix the problem area, but was not able
to due to the fact that there was no access to the siteAlthough Greystone already attempted to fix the problem area
twice, this was not the end of their workGreystone sent the representative
out a third time, on October 21, 2015, and this time access was granted to the
site and the problem area was fixedThe representative spoke to Mr*** about
the fix and it was brought to his attention that the fix will be temporary and
it is in his best interest to hire a professional company that specializes in
caulking work to permanently fix the problem area if this issue occurs again
The reason Greystone made this suggestion is because calk is a soft material
that has flexibility, rather than the hard concrete that has the potential to
expand and contract again with the vinyl

Good Afternoon Ms***. I received the complaint information for case # ***The project was completed as contractedPlease see proposal attachedAs stated in our proposal agreement signed by Mr*** on 7/8/15, paragraph states the following:There is no guarantee that we will be
able to remove all over-splash; any power-washing to address this concern may create the need for paint touon the foundation of the home or will be the responsibility of the homeowner.As you can see in the proposal attached, it states nothing about Greystone performing any type of caulking or sealing of expansion jointsThis is always up to the HomeownerThe Owner of Greystone reached out to Mr*** & left him a message informing him that if he wanted to caulk or seal the joints it is highly recommended for a professional to do soGreystone would be more than happy to provide him with a cost or he can hire an outside contractorMr*** replied by emailing stating that The Owner left him a message agreeing to caulk & seal the joints at no cost to him & wanted to know when he could expect usThat was not the case. Mr*** visited out outdoor showroom to make his selections before signing with Greystone & NONE of the expansion joints on our showroom floor have been caulked or sealedThis option is never & has never been offered to any of Greystones HomeownersI’m not sure where his confusion lies at this point. It’s unfortunate that Mr*** feels Greystone has abandoned the project as Greystone feels the project was completed as per the contract. *** *** *** ***
*** *** ** * *** ***
** *** *** ***
*** *** ***
***
*** ***

Good Afternoon,We are baffled to receive a complaint from Mr*** 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.*** 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*** 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,*** ***

Tell us why here...Good Afternoon ***, Below you will find my response to the ***’s complaint
I do apologize for the delayed responseFirst and foremost, on behalf of Greystone, I would like to
apologize to Mrand Mrs*** for feeling like they have been verbally
abused in any wayI can assure you that this was never my intention or the
intentions of any of the Greystone representativesAfter being in business for
over years, this company would be nowhere if it wasn’t for our clientsWith
that being said, customer service is something that our company holds very high
on our priorities, in the office and out on the job siteRegarding the illegal trespassing issue that Mrand Mrs
*** claim, after the complaint was filed Greystone went to the jobsite
located at Mrand Mrs***’s home to take current and up to date pictures
of the jobsiteGreystone had The ***’s interest in mind, to address the
issues, if any as quickly as possible and to also provide the Revdex.com with an up to
date picture as a visual on the concerned areas. This seemed to have been
an issue for the ***’sGreystone went to the jobsite simply to take
pictures of the issues the ***’s are claiming. We once again
apologize to Mrand Mrs*** for feeling unsafe in any wayOur
representative only wanted to capture an image to bring back to the office so
the issue can be addressed, not to make Mrand Mrs*** feel that we were
trespassing their property in any wayIt is very unfortunate that Mrand Mrs*** feel as if
the color and patterns are not the ones they selected, because I can most
certainly assure you that the colors and pattern that were written down on the
signed proposal are the ones that were used for their projectIf this was a
case where Greystone used the incorrect color or pattern we would immediately
fix the issue, but this is not the caseThe correct pattern and colors that
were picked out by Mrand Mrs*** were used on their projectWith that
being said, to our knowledge the project is completeBeing that Mrand Mrs
*** feel otherwise, Greystone would be more than happy to meet with the
***’s to discuss their concerns because not only does Greystone stands
behind their work we always have the customer’s best interest in mind and would
like to solve the unresolved issue for the ***’s, if any.Thank you,Luisa D***

[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 ***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 *** 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,
*** ***

Re: ***- Greystone Masonry, Inc.Good Afternoon,09/13/2014- I provided Mrand Mrs*** with a concrete estimateOn 6/10/15- They committed to get the work done6/27/2015- They came to our showroom to select pattern & color for their patio projectMr*** had a piece of concrete
foundation in his hand in the hopes to find a color to match the paint and the siding on their homeAfter making their selections, they requested a change to the patio shapeThe selections and shape change was indicated on the Design Proposal and initialed by the ***Our Design Proposal and Proposal Agreement indicate their selection sample E-Tan mix w/ oyster white base colorI have attached a picture of their project.6/29/2015- Mr*** changed the dimensions of shed pad, increasing the sizeA third updated Proposal was sent for their signature.07/16/Patio & shed pad is installed.07/20/Shed pad & Patio is completed. Mrs*** called and spoke to one of our office personnel regarding concerns…control cuts were not madedrain needs to be buriedstating we gave her the wrong color7/I called Mrs*** and left a message to discuss the project concerns.7/I called Mrs*** again, and we spoke regarding her concernsI tried to discuss the three project concerns; however, she was very upset and requested to speak to one of the managers/ ownersI informed her I was one of the owners and she became even more upsetI recommended at that point that I give Mr*** a call to discuss the concerns.7/23 I called and left a message for Mr***, requesting to discuss the concernsI followed up with an email to Mr*** as well.7/We received an email from Mr*** and now the three concerns escalated to nine concerns.7/I offered once again to meet with them, as my schedule was flexible and I was familiar with the projectIt was agreed and scheduled for Dan the co-owner, my husband, to meet with the ***We scheduled for Dan to meet with them onsite twice, since Mrs*** did not want to deal with me anymoreOur office personnel explained that Dan is in charge of the production side of the business, and is always out in the field workingUnfortunately, we had to reschedule both meetings as Dan’s schedule was not going to work out.Our office manager returned to the office after maternity leave and attempted to reach out to the *** via phone and email in attempt to close the account, but, as stated in the *** complaint, they refuse to pay the balance of their project.I have attached pictures of the project, and as you can see there is no hole or drains that need to be fixedIn regards to the color installed, it is the color they selected and what all paperwork indicatesIt is unfortunate that the *** are not satisfied with the color or pattern they selected, however, Greystone is not at fault (refer to proposal agreement initialed and signed by Mr*** paragraph #and #7). You will see in the pictures attached, there are no stains on the foundationThe color powder we use does not stain and any residence can be cleaned from the surface, which was originally taken care of.The project is complete as per the agreed contract Thank you, *** ***Greystone Masonry, Inc.TAKING CONCRETE IN A NEW DIRECTIONShelton Shop RoadStafford, Virginia 22554540-752-

Good Afternoon.I’m responding to complaint #[redacted]. The [redacted] met with [redacted] our  Greystone Representative on August 14, 2015 at our showroom to get on our schedule for installation of a new patio, wall and steps for their home. Mr. [redacted] wanted as many discounts as possible. At that time,...

our representative offered them $200 off for being government employees, $200 off for a coupon and an additional discount of $250.00 if they wanted to pay cash for the entire project. Greystone accepts, credit cards, checks, or cash like any other business. Cash hits the account immediately unlike credit card or check payments. Mr. [redacted] jumped at the offer. Ultimately, Mr. [redacted] agreed to the terms of paying cash for the project for an additional $250.00 off. However, they did not have $1,000.00 cash on hand the day of commitment so our Greystone representative agreed to accept a check for the deposit only and honor the $250.00 discount for the ½ down payment and balance to be paid in cash. Upon completion, Greystone received a check for final payment on December 3, 2015 in the amount of $4,067 via check. Our office left messages and sent an email that were in no way harassing. They simply stated to please contact the office regarding your final payment. We had an agreement and when the check was received the agreement was voided. We decided to hold the check until we heard back from the [redacted]. We did not want to just send an invoice out for a balance of $250.00 without explanation & making sure we were all on the same page. We received an email on December 15, 2015 requesting that we deposit the check and do not contact them as all work with Greystone has been completed. We replied to the email explaining they would have a balance of $250 on their account as a discount was agreed to with terms and the terms were broken. Thus, here we are with the complaint.I have [redacted] a signed contract showing the $250 discount was agreed to by both parties as well as a chain of emails between the office staff and the [redacted]. There was never any type of harassment or illegal threats of any kind made to the [redacted]. Greystone’s Accounting Department decided they would wipe away the $250 balance due to the fact that 2015 is coming to an end and all our accounts must be closed. The Sharp’s were mailed a PAID invoice on December 16, 2015. You will find the PAID invoice [redacted] for your review as well.If you have any questions, please feel free to give me a call.Kindest Regards,[redacted]

We are taken...

back, once again, by the continued Revdex.com notices from the [redacted]s. From the first meeting with the [redacted]s at their project, Dan agreed to address and resolve any of their concerns. Every time our team leaves the [redacted]’s project, we are under the impression that they are satisfied. However, after each departure we receive another Revdex.com complaint. The most recent complaint was within minutes of our team leaving the site. The team that installed the backfill and first touch-up crew asked how everything looked and Mr. [redacted] agreed that it was satisfactory. On 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 conversation. Mrs. [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. As 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 process. This is not tile, marble or granite. When Dan met with the [redacted]s, he never said the patio was rough. Upon 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.com. He acknowledged the areas and said we could touch them up. Greystone admits to the concrete extension under the bump-out. We should have informed the [redacted]s of the extension and its purpose. Concrete 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 ease. Again, we were left under the impression all was good. We have addressed the [redacted]s concerns as stated by the [redacted]s in their Revdex.com complaint dated August 26. The italicized red font indicates our most recent notes since the outstanding items were addressed. Promises kept/met and promises not kept/met:1.      Some sanding / grinding was done (spent about another 20 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 29 and our team met with the [redacted]s once again, leaving the site under the impression satisfaction was met.2.      Backfill put in but not enough to take away more than 1 inch of height from patio vs. ground – Solution NOT met Greystone installed backfill making the patio 7”above ground. Again, this is something outside of the contract as Greystone does not do any backfilling. However, we agreed to go outside of our contract and backfill.3.      Credit of $480 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 $480 was not charged in the final invoice. See attached. 4.      Small brick wall successfully installed (2 bricks in height) under bump out – Solution MET5.      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 6.      Portion of deck was successfully removed – Solution MET

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]s. From the first meeting with the [redacted]s at their project, Dan agreed to address and resolve any of their concerns. Every time our team leaves the [redacted]’s project, we are under the impression that they are satisfied. However, after each departure we receive another Revdex.com complaint. The 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 false 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 touch-up crew asked how everything looked and Mr. [redacted] agreed that it was satisfactory. – Homeowner response – This is an inaccurate statement. The 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 left. On 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 conversation. Mrs. [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 patio. As 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 process. This is not tile, marble or granite. When Dan met with the [redacted]s, he never said the patio was rough. Upon 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.com. He acknowledged the areas and said we could touch them up. Homeowner response – We understand that concrete is not perfect. However, it should not cut our feet when we walk out on the patio. We have had (and still have) several rough areas on our patio that can cause injury when walking barefoot on. Also, 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 injury. Greystone admits to the concrete extension under the bump-out. We should have informed the [redacted]s of the extension and its purpose. Concrete 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 ease. Again, we were left under the impression all was good. Homeowner 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 foundation. Brick 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 $15,000 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 3 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 up. We have addressed the [redacted]s concerns as stated by the [redacted]s in their Revdex.com complaint dated August 26. The italicized red font indicates our most recent notes since the outstanding items were addressed. Promises kept/met and promises not kept/met: 1.      Some sanding / grinding was done (spent about another 20 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 29 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. 2.      Backfill put in but not enough to take away more than 1 inch of height from patio vs. ground – Solution NOT met Greystone installed backfill making the patio 7”above ground. Again, this is something outside of the contract as Greystone does not do any backfilling. However, we agreed to go outside of our contract and backfill. – HOMEOWNER RESPONSE – Incorrect. The patio is not 7’ above ground.  It ranges from 8 – 9 and1/2 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 7 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. 3.      Credit of $480 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 $480 was not charged in the final invoice. See attached. – HOMEOWNER RESPONSE – some of the $480 would have had to been credited back anyway because homeowner paid $480 for 1 ½ extra feet of concrete and as you can see by the pictures, we are approximately 1.2 inches shy of what we agreed upon.  Patio should have been 9 ½ feet from house in this location. 4.      Small brick wall successfully installed (2 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. 5.      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. 6.      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 1.2 inches extra of concrete to make the patio a total of 9 ½ feet from house, as per the contract.

Good Afternoon. This message is in regards to complaint ID [redacted]. We were out at Mr. [redacted] home on 10/9/15 to address his concerns with the expansion strips. We shaved them down and cleaned them up. If Mr. [redacted] would like us to come back out & shave them down even more, we can do so. However, 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 representatives. I have attached some photos for your review of our showroom samples. There 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 strips. You will notice, the first 3 photos are of the pattern he selected. Again, 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 offer. Greystone 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 have. Have a great weekend!   [redacted]Greystone Masonry, Inc.TAKING CONCRETE IN A NEW DIRECT

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 complaint.First 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 patio. A little bit more care on the
part of the workers would have totally prevented the damage. Also, 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
me. All I want is to have my patio constructed to the same standards as those
showcased in the company’s advertising materials and their showroom. The 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 defects. Evidently, they then changed their minds and retracted
this offer. As 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
contract. On 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 patio. I 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 corrected. That’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 issues. If 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.

[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], and find that this resolution would be satisfactory to me as long as we are not subject to any safety violation nor rule impeded by the city inspector. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[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.
Please Note & Include: It is of the utmost importance to note that after the Revdex.com complaint was issued, Greystone Masonry, Inc illegally trespassed on our property (per Virginia Trespassing Code § 18.2-119), without our consent and without our knowledge, to obtain photos by physically standing in our backyard to submit with their response. This intrusion into our privacy, illegally trespassing on our property without our knowledge or consent, has left us feeling unsafe and fearful of our safety in our own home!09-13-14 Luisa D[redacted] provided an estimate for our stamped concrete patio and shed slab project, at which time she indicated the shed slab would be poured level and the concrete patio would have a slope to drain water away from the house.  06-10-15 We signed an agreement to use Greystone as the contractor to do the concrete patio and shed slab work, where again it was stated that the shed slab was to be poured level.  The shed was poured with over a 3” slope as depicted in the photo provided with the level proving it is not level (see picture 9)06-27-15 we went to the Greystone showroom to select the pattern and color for our project. We brought a large piece of our foundation to help in selecting a matching color, is indicated in the photo provided and taken the day we visited the showroom. The color we selected was slightly off-white. (see picture 1 showroom color we selected)After the day of install, we sent pictures of the color we selected at the showroom the day we visited via email to Greystone and, Jody M[redacted] a Greystone employee, informed us that the color we selected was an “E-2” and the color that was installed was an “E-7”.   There is a side-by-side photo attached which shows our drastic end result on the left hand side and the color we selected at the showroom on the right. (see picture 2 side by side)06-29-15 We did a modification to the contract to the dimensions of the shed pad, which was allowed by contract per Luisa, to extend the shed by a foot.07-16-15 The crew came, we supplied them with a case of water and over $50 in subs for lunch. They worked and when they left, the weeping tile drain pipe they dug up, which was to be extended and buried so that it would be flush with the ground where it terminated, was left sticking up a foot.  A  1 foot wide, and 6 inch deep trench with a weeping tile drain pipe left turned upwards vertically 1.5 feet out of the ground is how they left the job site. This prompted us to call Greystone to advise this was incomplete and it is extremely dangerous for fear of our small children falling in or someone getting hurt. (See picture 3 exposed pipe and 5 foot trench, note we pushed the drain pipe down to mitigate anyone tripping over the pipe)07-16, 07-17, 07-18, 07-19, 07-20, 07-21, 07-22, 07-23 We called every day, several times a day, trying to reach Luisa D[redacted] concerning  all the problems with the project (See pictures 4-8). We were advised by Jody that the call would be returned same day, every day. No calls were returned until 7-23-15. 07-23-15 Luisa D[redacted] called my wife, during this 13 minute call Luisa was very hostile, raising her voice, not allowing my wife to complete a sentence, and denying that we had been trying to contact her.  When my wife attempted to calmly address the issues such as the color not being correct, Luisa D[redacted] immediately cut her off without hearing that that the color was wrong - not because it was mixed incorrectly, but because Luisa had written down the wrong number as her employee advised us. Luisa D[redacted] did not “recommend she call the husband”, rather she yelled, “my husband mixes all the colors and never makes a mistake in mixing, do not even go there, I’m calling your husband!” and she hung up the phone.Due to the verbal abuse we experienced, we requested no further direct, verbal contact and to only communicate via email to both of our email addresses.  We emailed 07-23-15 at 6:17pm outlining the facts about our project experience, the poor quality, and horrible customer service. The exact email is in red below: “FACT #1: My wife called your office everyday since your crew came for install to discuss the issues and was advised by Jody (employee whom answered the phone each time) that a phone call would be returned everydaySaturday, Monday, Tuesday, Wednesday, and Thursday, yet our call was not returned until 2:35PM on Thursday, July 23rd, 2015.  Phone records of every single daily call serve as proof, regardless of the fact that you denied that we called you every day. (POOR CUSTOMER SERVICE)FACT #2: There is a 5 foot long, 1 foot wide, and 6 inch deep trench with a weeping tile drain pipe left turned upwards vertically 1.5 feet out of the ground that is extremely dangerous and unfinished 6 days later (POOR QUALITY)FACT #3: The installation crew, on installation day of Thursday, July 16th, advised that the weeping tile drain pipe would be buried and extended so that it would terminate flush with the ground, which has not been done 6 days later (POOR QUALITY)FACT #4: The color we selected at your showroom is a much lighter color than we received.  Jody mentioned on the phone that the showroom color is an "E2" from the pictures we emailed you, yet the color we received is an "E7".  The color is a tobacco yellow (you stated it looked green) and dark and drastically unevenly dispersed across the patio. Not the color we requested in our lengthy discussions with you at your showroom. (POOR QUALITY)FACT #5: There are no expansion cuts made, as you advised we would have to have, and yet both of your crews have advised that the slab is not large enough for expansion cuts.  We choose the grand asher slate pattern based on your subject matter expertise and conclusion that we would have to have expansion cuts based on the patio size.  We would have selected the flag stone pattern as we discussed in your office at great length, had we known that there would be no cuts but did not against your advisement that the expansion cuts would be more visible with the flag stone pattern and less visible with the grand asher slate. (POOR QUALITY & POOR CUSTOMER SERVICE)FACT #6: The slab for the shed is sloped when we were told it would be poured level.  Instead, it was poured with a 3.5 inch slope causing difficulties in shed construction. (POOR QUALITY)FACT #7: Sections of the stamped concrete were not done correctly.  Your crew employee informed us that the concrete was too wet when the form was applied, so once the form was pulled up, the concrete suctioned to the stamp forming multiple imperfections.  Your crew employee stated that this could be sanded down and corrected, which has not been done 6 days later. (POOR QUALITY) FACT #8: The down spouts were dismantled during construction and not replaced with the existing or new turn elbows for proper rain drainage 6 days later. (POOR QUALITY)FACT #9:  The coloring for the concrete was thrown in multiple areas on the foundation walls causing a stain and discoloration of the foundation.  Your crew employee stated that they could power wash the foundation, which would potentially erode the wall and remove the current paint color of the foundation.  (POOR QUALITY)No one from Greystone has responded, nor come in person during scheduled meetings concerning the problems with our patio installation. Taking into consideration our dissatisfaction with Greystone's quality of work and lack of customer service, we propose that in lieu of the final payment of $988 to Greystone we will find another contractor to correct the problems listed and sever our agreement with Greystone. Please respond to [email protected] [email protected] by close of business 8-5-15 letting us know Greystone's position on this proposal. If we have not received a response by 8-5-15 we will move forward with corrective actions on our own.” 07-24-15 We received an email from Jody stating Dan the co-owner would like to come by on 07-25-15 between 12pm and 4pm.07-25-15 We responded and agreed to be available 07-25-15.Dan was a no show and no call to advise he would not make it- again an inconvenience in clearing our schedules and making ourselves available.07-27-15 Jody emailed and asked if Dan could come by our property at 5:30 that evening. We were not available that evening.08-04-15 We replied to Jody informing her that we would be available 08-07-15 at 5:30pm.08-05-15 Jody replied that she would put us on Dan’s schedule for 08-07-15 at 5:30.Dan was a no show no call for the second time on 08-07-15, again an inconvenience in clearing our schedules and making ourselves available.08-15-15 We emailed Greystone again outlining our frustration and dissatisfaction with Greystone’s work and customer service. We proposed that in lieu of final payment of $988 we would sever ties and find another contractor to correct and finish the work.   08-19-15 Jody M[redacted] replied that she was checking with her supervisors as to how to handle our concerns.We had no further contact with Greystone and thought our proposal was accepted until 9-11-15.09-11-15 We received a call and email from Carly Colunga the office manager whom we had never spoken with. She wanted to discuss our concerns with the project.09-20-15 We replied to Carly reiterating that we had no confidence in Greystone’s workmanship or customer service and were severing ties with them.09-28-15 We received the response from Carly, our response in red:1.       The only item left to be addressed was the shed pad.a.       She offered no fix or compensation for the shed pad.2.       She stated that the color according to them was correct. It was not the color we ordered.a.       If they wrote on the order form “E-7” and used “E-7” that does not mean we received the color we wanted, it means they were consistent in their mistake.3.       The down spout drain extension were added.a.       The 5 foot trench they dug exposing the weeping tile drain was not repaired.4.       She states that the concrete finishing crew took care of the patio touch ups.a.       The crew has done nothing to repair or resurface any portion of the patio.b.      This statement is completely false.  No one has returned or contacted us to correct the touch ups.  No touch ups have been made!5.       Carly states that the powder they use does not stain and can be washed off.a.       As seen in the photo #8, the sides of our home are still stained.  Greystone advised if it was power washed, it would erode and impact the foundation.b.      In addition, there are now gaps that along the foundation that we will have filled to avoid water getting in, freezing, and causing cracking (see picture 7)6.       Carly’s last statement is that the project was installed as per the contract, and there is a remaining balance of $988.a.       Incorrect – the patio was not installed per the contractThe same day we received this last email from Carly we received an invoice from Greystone for $988.00 with a note to the homeowner that if the balance is not paid within 10 days a $50 late charge will be applied and 18% interest will accrue.10-01-15 We filed a complaint with the Revdex.com.10-05-15 Greystone replied to the Revdex.com complaint and attached pictures that they took of our patio and slab with a finished shed while illegally trespassing on our property in our backyard, without our consent and without our knowledge, after the compliant was issued with Revdex.com.   Please note, they were here within hours of the Revdex.com complaint, yet they no call and no showed twice to come see and discuss the problems in person with us.This intrusion into our privacy, illegally trespassing on our property without our knowledge or consent, has left us feeling unsafe and fearful of our safety in our own home!10-06-15 We called Greystone and paid the remaining balance of our invoice to avoid fines and penalties, however we are left with no choice but to explore and pursue legal action due to the verbal abuse, the illegal trespassing, and the failure to complete the contracted work.