I have reviewed the response offer 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.
All Masonry management continues to ignore the main portion of my complaint. I have no problem with the job they preformed nor would I have objected to the increase in cost if only they had complied with the conditions of our agreement. For the record I have paid them the total amount that they overbilled in order to prevent any lien they threatened to place on my property. The issue is simple: The agreement I signed with All Masonry contains a statement as follows: "Any unforeseen work that exceeds 10% of the contract amount will require a signed Change Order from the customer." The increased price was an increase of 21.9% of the original quote. I did receive an e-mail stating that the work would take an additional 2 days and 2 people to complete the job. No where in that e-mail did it state that the e-mail was a Change Order or the amount of the additional charge or that it required my signature. I falsely assumed that they were just notifying me that the job was going to take longer than anticipated. It is to bad this company cannot admit they messed up and do the right thing and absorb the cost of their no compliance with our agreement.[redacted]President[redacted]
Good morning. I do not even know where to start with this customer. I have received an e-mail from him nearly every single day since we have started this project. I will need to address each of his complaints one at a time so I can emphasize the gravity of his inability to...
understand the process that involves the process necessary to complete his project correctly.In regards to our start date, upon Mr. [redacted] e-mailing me that he wanted to proceed with his project I told him that we were excited to get started on his project and I would be in touch with at least 48 hours notice of a proposed start date. Mr. [redacted] sent in his contract paperwork and deposit during the busiest time of the year for us and I never gave him any other start date other than letting him know that I would be in touch as soon as we finished the projects we currently have under contract with the promise of at least 48 hours notice. Mr. [redacted] was agreeable to the terms illustrated above at the time of the discussion. Once I contacted Mr. [redacted] and gave him notification, well over the agreed 48 hour notice, was when he voiced his displeasure over the time that had lapsed since he submitted his contract paperwork. At that time I reminded Mr. [redacted] of our previous conversation and apologized if this caused him any inconvenience. Mr. [redacted] also fails to mention that my estimate was provided to him three (3) months before the signed contract paperwork was returned to our office. In regards to the front sidewalk project, Mr. [redacted] is correct that the grinding and "repointing" of the front walkway did cause quite a bit of dust as all of these projects tend to do. It was clearly stated in our contract that we would need to wait minimum of one (1) week before we can return to pressure wash and clean the project to allow for the mortar to "set-up" properly, see below contract documentation verbiage:Grind Out & “RePoint” All Mortar Joints on Front WalkwayGrind Out & “RePoint” All Mortar Joints on Front Steps & LandingGrind Out & “RePoint” All Mortar Joints on Sides of Steps & LandingRemove, Clean & Re-Install All Loose Brick PaversGrind Out & “RePoint” Cracks in Joints on Home (See Pics)Clean Entire Job-SiteReturn One (1) Week Later to Pressure Wash Entire Work Area Mr. [redacted] e-mailed our firm on November 16th, 2017 explaining his satisfaction with the project to that point, see below:Date:Thursday, November 16, 2017, 4:50:51 AM ESTMr. [redacted];I see your men have finished the brickwork in front. It looks good. When would it be ok to walk on it? As I recall, you are to come back and pressure wash it. Do I wait until then? I replied to Mr. [redacted] letting him know that we will return to complete the cleaning in the time frame illustrated on our contract. Mr. [redacted] sent multiple follow-up e-mails on the clean up which I reminded him that we needed the mortar to "set up" properly before any cleaning of the walkway, steps and front landing can be completed. All of the "Sloppiness" Mr. [redacted] is referring to in his above complaint was 100% part of the final cleaning that had/has yet to be completed. I have attached photos of the "repointing" before any clean up had been attempted. In regards to Mr. [redacted] claim of being sent an installment invoice with further charges, Yes, Mr. [redacted] was charged an installment invoice based on work completed to date. This invoice was set for a date over a week in the future than when he received it to allow for us to clean the front walkway in NORMAL conditions. Mr. [redacted] was not charged more than $1,000.00 more in this invoicing as he states, we simply divided up the percentage of his deposit for all projects that were contracted and the remaining balance for the front walkway repairs is what was expected to be paid. Keep in mind we still had multiple other projects to complete for Mr. [redacted]. In regards to Mr. [redacted] claim that the rear patio's slate was removed with the intention of charging him more money. This portion of the project was discussed in great detail with Mr. [redacted] during the initial visit to his residence. The Slate on his rear porch was in such disarray that I could not guarantee that the concrete "underlayment" was salvageable. It was explained in detail that we need to remove the existing slate and then see what we have underneath. I also illustrated this point in my e-mail to Mr. [redacted] in which the original estimate was send, see below:Date: Thursday, July 6, 2017 10:30 AMMr. [redacted], I hope you are doing well and have had a productive week. Attached is the Masonry Bid for the work you asked us to quote. Take a moment to review the listed Scope of Work to ensure we included all areas of the project you intended to have addressed. Please make note that the rear patio slate repairs do not include any repairs to the concrete underlayment. There may need to be further repairs once the slate is removed. Once the slate was removed I was able to stop by his residence to evaluate the existing concrete "underlayment". At that time I contacted Mr. [redacted] via e-mail and informed him that my recommendation was to remove the existing concrete and pour a new "underlayment" to ensure that the same issues did not happen again in the future. In regards to Mr. [redacted] claims of not being contacted for cleaning of his project, we clearly state on our contract that we will return withing one (1) week for a final cleaning. On nearly every other project that we complete we never run into issues in regards to customers not allowing us back on their property to clean the work we started. In fact once you sign a contract with us it is implied that we will need to have free access to the customer's property to complete the work we are contracted. It wasn't until we started the cleaning that Mr. [redacted] even made an issue of needing to be notified of when the cleaning would take place. Each time a crew has arrived to Mr. [redacted] residence we knocked on the door to make sure there were no issues. Mr. [redacted] would never answer the door and then he explained some time after all of these issues started that he had severe hearing loss. Mr. [redacted] has caused the cleaning of the project to become much more difficult by not allowing us back on his property to complete the cleaning in a reasonable time. The longer the mortar stays on the brick pavers, the less likely we are to get all of the mortar removed. In regards to Mr. [redacted] claims of our meeting last Tuesday. Yes, I met with Mr. [redacted] last Tuesday and I did say that I would do everything in my power to get someone back out there as soon as possible. Mr. [redacted] illustrating that we are a "High Rate" company having only one pressure washer to complete our project cleaning. In all actuality, we have two pressure washers, but only one is of the strength needed to clean our masonry projects. There is no need to have a multiple thousand dollar "extra" piece of equipment sitting around collecting dust, for the rare occasion that we have an issue with our active commercial grade pressure washer. In all honesty it is absolutely no business of Mr. [redacted] what equipment or how much of it we own, his responsibility is to allow us to complete the work we are contracted to complete, which he has not done. In my meeting with Mr. [redacted] I did not give him any definitive answer on when we would return to complete the pressure washing as the weather was turning cold and I do not keep employees available to work on Mr. [redacted] project when he "feels" like allowing us on his property. I was also in the process of trying to put together a revised estimate for Mr. [redacted] to eliminate the need for slate on his rear patio and go back with a "broom finished" concrete pad, which I presented to him via e-mail yesterday. To summarize Mr. [redacted] has been the most difficult customer I have had the pleasure of dealing with in the nearly ten years of experience I have with this firm. I had every intention of continuing to work with Mr. [redacted] towards a mutually beneficial resolution, but seeing him deliberately trying to degrade my firm via a Revdex.com Complaint, I no longer wish to attempt a resolution with Mr. [redacted]. I plan on working up a fair refund for work that was not completed and I will wish Mr. [redacted] nothing but Luck on his Future Endeavors. Thank you for your time and I apologize for this long answer, but the truth needed to be recorded. Sincerely, [redacted]Managing MemberAll MasonryA Division of J&B Enterprises of Roanoke, LLC.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Mr. [redacted],I hope you are doing well and have had a productive week. In response to Mr. [redacted]'s complaint I can say that during the initial discussions after the estimate had been provided to Mr. [redacted] we discussed the potential of the existing tree and root system behind the deteriorated...
retaining wall. No where in our Masonry Bid to the customer did I illustrate any type of tree root removal. This prompted the conversation that Mr. [redacted] has conveniently forgotten. This was not included in the Masonry Bid due to the uncertainty of the tree root system behind the wall and our inability to fully ascertain the issue until the wall has been completely removed. See below contract verbiage:Deliver Material, Set-Up Yard Sign & On-The-Job Time ClockDemo Existing Concrete Retaining Wall (Approx. 24’x2’)Dispose of All DebrisDig & Remove Earth for Concrete Footer – Install #4 Horizontal RebarPour New Concrete Footer (Approx. 24’x1’x8”)Install (Approx. 36LF) #4 Vertical RebarInstall (Approx. 90) 8” Regular CMU & Grout SolidInstall (Approx. 18) 4” Solid CMU for Wall CapInstall Drain Tile behind CMU Retaining Wall & Install #57 GravelClean Entire Job-SiteRemove Extra Material, Yard Sign & On-The-Job Time ClockMr. [redacted] was well aware that an extra charge could come into play and he replied by saying "it is what it is". Once I received the call from my on-site crew and photos to substantiate the issue, I contacted Mr. [redacted] via e-mail to inform him that the root system was going to be an issue and it would add roughly two days to the project to have all of the root system removed so we could properly rebuild the retaining wall. I did not receive a reply from Mr. [redacted]. Once the project was completed I forwarded Mr. [redacted] the project photos that he requested and the final invoice which included the change order for the root system removal. Mr. [redacted] never called or e-mailed me with any concerns regarding the change order. Once his "final" payment arrived he shorted the invoice the amount he felt wasn't fair and followed that deduction with the attached note. I feel that we represented ourselves properly and professionally while delivering a clean and quality product as we always do.Thank you very much for your time and I am more than willing to answer any further questions or concerns you may have.Sincerely[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have reviewed the response offer 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.
All Masonry management continues to ignore the main portion of my complaint. I have no problem with the job they preformed nor would I have objected to the increase in cost if only they had complied with the conditions of our agreement. For the record I have paid them the total amount that they overbilled in order to prevent any lien they threatened to place on my property. The issue is simple: The agreement I signed with All Masonry contains a statement as follows: "Any unforeseen work that exceeds 10% of the contract amount will require a signed Change Order from the customer." The increased price was an increase of 21.9% of the original quote. I did receive an e-mail stating that the work would take an additional 2 days and 2 people to complete the job. No where in that e-mail did it state that the e-mail was a Change Order or the amount of the additional charge or that it required my signature. I falsely assumed that they were just notifying me that the job was going to take longer than anticipated. It is to bad this company cannot admit they messed up and do the right thing and absorb the cost of their no compliance with our agreement.[redacted]President[redacted]
Good morning. I do not even know where to start with this customer. I have received an e-mail from him nearly every single day since we have started this project. I will need to address each of his complaints one at a time so I can emphasize the gravity of his inability to...
understand the process that involves the process necessary to complete his project correctly.In regards to our start date, upon Mr. [redacted] e-mailing me that he wanted to proceed with his project I told him that we were excited to get started on his project and I would be in touch with at least 48 hours notice of a proposed start date. Mr. [redacted] sent in his contract paperwork and deposit during the busiest time of the year for us and I never gave him any other start date other than letting him know that I would be in touch as soon as we finished the projects we currently have under contract with the promise of at least 48 hours notice. Mr. [redacted] was agreeable to the terms illustrated above at the time of the discussion. Once I contacted Mr. [redacted] and gave him notification, well over the agreed 48 hour notice, was when he voiced his displeasure over the time that had lapsed since he submitted his contract paperwork. At that time I reminded Mr. [redacted] of our previous conversation and apologized if this caused him any inconvenience. Mr. [redacted] also fails to mention that my estimate was provided to him three (3) months before the signed contract paperwork was returned to our office. In regards to the front sidewalk project, Mr. [redacted] is correct that the grinding and "repointing" of the front walkway did cause quite a bit of dust as all of these projects tend to do. It was clearly stated in our contract that we would need to wait minimum of one (1) week before we can return to pressure wash and clean the project to allow for the mortar to "set-up" properly, see below contract documentation verbiage:Grind Out & “RePoint” All Mortar Joints on Front WalkwayGrind Out & “RePoint” All Mortar Joints on Front Steps & LandingGrind Out & “RePoint” All Mortar Joints on Sides of Steps & LandingRemove, Clean & Re-Install All Loose Brick PaversGrind Out & “RePoint” Cracks in Joints on Home (See Pics)Clean Entire Job-SiteReturn One (1) Week Later to Pressure Wash Entire Work Area Mr. [redacted] e-mailed our firm on November 16th, 2017 explaining his satisfaction with the project to that point, see below:Date:Thursday, November 16, 2017, 4:50:51 AM ESTMr. [redacted];I see your men have finished the brickwork in front. It looks good. When would it be ok to walk on it? As I recall, you are to come back and pressure wash it. Do I wait until then? I replied to Mr. [redacted] letting him know that we will return to complete the cleaning in the time frame illustrated on our contract. Mr. [redacted] sent multiple follow-up e-mails on the clean up which I reminded him that we needed the mortar to "set up" properly before any cleaning of the walkway, steps and front landing can be completed. All of the "Sloppiness" Mr. [redacted] is referring to in his above complaint was 100% part of the final cleaning that had/has yet to be completed. I have attached photos of the "repointing" before any clean up had been attempted. In regards to Mr. [redacted] claim of being sent an installment invoice with further charges, Yes, Mr. [redacted] was charged an installment invoice based on work completed to date. This invoice was set for a date over a week in the future than when he received it to allow for us to clean the front walkway in NORMAL conditions. Mr. [redacted] was not charged more than $1,000.00 more in this invoicing as he states, we simply divided up the percentage of his deposit for all projects that were contracted and the remaining balance for the front walkway repairs is what was expected to be paid. Keep in mind we still had multiple other projects to complete for Mr. [redacted]. In regards to Mr. [redacted] claim that the rear patio's slate was removed with the intention of charging him more money. This portion of the project was discussed in great detail with Mr. [redacted] during the initial visit to his residence. The Slate on his rear porch was in such disarray that I could not guarantee that the concrete "underlayment" was salvageable. It was explained in detail that we need to remove the existing slate and then see what we have underneath. I also illustrated this point in my e-mail to Mr. [redacted] in which the original estimate was send, see below:Date: Thursday, July 6, 2017 10:30 AMMr. [redacted], I hope you are doing well and have had a productive week. Attached is the Masonry Bid for the work you asked us to quote. Take a moment to review the listed Scope of Work to ensure we included all areas of the project you intended to have addressed. Please make note that the rear patio slate repairs do not include any repairs to the concrete underlayment. There may need to be further repairs once the slate is removed. Once the slate was removed I was able to stop by his residence to evaluate the existing concrete "underlayment". At that time I contacted Mr. [redacted] via e-mail and informed him that my recommendation was to remove the existing concrete and pour a new "underlayment" to ensure that the same issues did not happen again in the future. In regards to Mr. [redacted] claims of not being contacted for cleaning of his project, we clearly state on our contract that we will return withing one (1) week for a final cleaning. On nearly every other project that we complete we never run into issues in regards to customers not allowing us back on their property to clean the work we started. In fact once you sign a contract with us it is implied that we will need to have free access to the customer's property to complete the work we are contracted. It wasn't until we started the cleaning that Mr. [redacted] even made an issue of needing to be notified of when the cleaning would take place. Each time a crew has arrived to Mr. [redacted] residence we knocked on the door to make sure there were no issues. Mr. [redacted] would never answer the door and then he explained some time after all of these issues started that he had severe hearing loss. Mr. [redacted] has caused the cleaning of the project to become much more difficult by not allowing us back on his property to complete the cleaning in a reasonable time. The longer the mortar stays on the brick pavers, the less likely we are to get all of the mortar removed. In regards to Mr. [redacted] claims of our meeting last Tuesday. Yes, I met with Mr. [redacted] last Tuesday and I did say that I would do everything in my power to get someone back out there as soon as possible. Mr. [redacted] illustrating that we are a "High Rate" company having only one pressure washer to complete our project cleaning. In all actuality, we have two pressure washers, but only one is of the strength needed to clean our masonry projects. There is no need to have a multiple thousand dollar "extra" piece of equipment sitting around collecting dust, for the rare occasion that we have an issue with our active commercial grade pressure washer. In all honesty it is absolutely no business of Mr. [redacted] what equipment or how much of it we own, his responsibility is to allow us to complete the work we are contracted to complete, which he has not done. In my meeting with Mr. [redacted] I did not give him any definitive answer on when we would return to complete the pressure washing as the weather was turning cold and I do not keep employees available to work on Mr. [redacted] project when he "feels" like allowing us on his property. I was also in the process of trying to put together a revised estimate for Mr. [redacted] to eliminate the need for slate on his rear patio and go back with a "broom finished" concrete pad, which I presented to him via e-mail yesterday. To summarize Mr. [redacted] has been the most difficult customer I have had the pleasure of dealing with in the nearly ten years of experience I have with this firm. I had every intention of continuing to work with Mr. [redacted] towards a mutually beneficial resolution, but seeing him deliberately trying to degrade my firm via a Revdex.com Complaint, I no longer wish to attempt a resolution with Mr. [redacted]. I plan on working up a fair refund for work that was not completed and I will wish Mr. [redacted] nothing but Luck on his Future Endeavors. Thank you for your time and I apologize for this long answer, but the truth needed to be recorded. Sincerely, [redacted]Managing MemberAll MasonryA Division of J&B Enterprises of Roanoke, LLC.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Mr. [redacted],I hope you are doing well and have had a productive week. In response to Mr. [redacted]'s complaint I can say that during the initial discussions after the estimate had been provided to Mr. [redacted] we discussed the potential of the existing tree and root system behind the deteriorated...
retaining wall. No where in our Masonry Bid to the customer did I illustrate any type of tree root removal. This prompted the conversation that Mr. [redacted] has conveniently forgotten. This was not included in the Masonry Bid due to the uncertainty of the tree root system behind the wall and our inability to fully ascertain the issue until the wall has been completely removed. See below contract verbiage:Deliver Material, Set-Up Yard Sign & On-The-Job Time ClockDemo Existing Concrete Retaining Wall (Approx. 24’x2’)Dispose of All DebrisDig & Remove Earth for Concrete Footer – Install #4 Horizontal RebarPour New Concrete Footer (Approx. 24’x1’x8”)Install (Approx. 36LF) #4 Vertical RebarInstall (Approx. 90) 8” Regular CMU & Grout SolidInstall (Approx. 18) 4” Solid CMU for Wall CapInstall Drain Tile behind CMU Retaining Wall & Install #57 GravelClean Entire Job-SiteRemove Extra Material, Yard Sign & On-The-Job Time ClockMr. [redacted] was well aware that an extra charge could come into play and he replied by saying "it is what it is". Once I received the call from my on-site crew and photos to substantiate the issue, I contacted Mr. [redacted] via e-mail to inform him that the root system was going to be an issue and it would add roughly two days to the project to have all of the root system removed so we could properly rebuild the retaining wall. I did not receive a reply from Mr. [redacted]. Once the project was completed I forwarded Mr. [redacted] the project photos that he requested and the final invoice which included the change order for the root system removal. Mr. [redacted] never called or e-mailed me with any concerns regarding the change order. Once his "final" payment arrived he shorted the invoice the amount he felt wasn't fair and followed that deduction with the attached note. I feel that we represented ourselves properly and professionally while delivering a clean and quality product as we always do.Thank you very much for your time and I am more than willing to answer any further questions or concerns you may have.Sincerely[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]