Complaints

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract with Brick and Pond on April, 20th 2022 for a stamped concrete patio, steps, seating wall with lights and drainage totaling $18,800.Communication was lacking from the start. They finally started on Tuesday, May 24th prep/framing. The patio was poured on June 2nd. June 3rd they installed the seating wall and pressure washed the patio. We noticed a lot of imperfections throughout so we called our sales rep ****** back out to see the patio that weekend. He documented the conditions of our patio and said he would have a resolution proposed on Monday.Monday, June 6th they agreed the patio was not done properly and that it would be ripped out and replaced. We were also told that a supervisor or ********** the owner, would be on-site for the second pour to make sure it ran smoothly. June 8th they ripped out our patio. June 17th they poured the new patio. There was no sign of a supervisor or owner.June 18th the crew came back to stain the border. I pointed out some imperfections, they had no answer for me. Areas were completely unfinished with stone showing through. They had to grind down rough areas. There are globs of concrete splatter and trowel marks around the stairs. The texture throughout was extremely rough, and the stamping didn't take in many areas. The steps were unfinished and cracked. There was noticeable cracking and overlap of the stamping into the border area. There is also staining on our house siding. Since the second installation we have been trying to communicate with both the owner ********* and ****** for a copy of the warranty and a resolution and they have been non-responsive, not returning our calls or text messages. We were able to reach ********* by calling from a new number. We set up an appointment for him to come out, but he never showed up. We received 1 email, to which we responded and asked for a follow up. We have yet to hear anything back despite additional calls, texts and email.

  

  Business response

  04/03/2023

  This complaint was settled. Refund request was approved and client was compensated. 
  
  Please reach back with any questions or further requests! 
  
  Best Regards,
  
  --
  *************************************
  Account Manager

  Customer response

  04/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract was signed on April 29 2022 for concrete patio, sunset fire pit, concrete stoop, retaining wall, pergola footings for $17000. At that time they asked for 50% deposit which we payed by check in sum of $8500. It was promised that the job was going to take a week and starting date was going to be May 16th. Since that date excuses were made why the job was delayed. First it was inability to get a permit. Finally on may 26th I went to the village and got the permit without any issues and they said they will start on the June 3rd. Day before German *****, the project manager, texted and said that they are starting for sure on the 3rd. That Friday no one showed up for work so I called him with no answer. I called the office and ********* answered the phone, thats when I found out that German had family emergency and no work will start. After talking, new start date was decided on of June 13th. Work got started on that date, old patio got removed, and preparations for concrete pour finished. After all framing was done, gravel packed we noticed that patio was going to be almost 8 inches above grade which crated following issues, slab to close to wood siding, slab almost to the lip of window well, top step would be even with the patio door which would make door replacement impossible without destroying that step plus water sipping into the house, plus we would need 20 yards of dirt to make the yard close to even. After we presented those issues they asked for extra $2200 to lower the patio. After a week of talking we agreed to pay them $**** extra do do the patio properly. Now they are demanding another 50% plus a **** to schedule work. We told them that they received 50% already and they rest per original agreement they will receive when the project is done. Since then they dont want to talk. They told us that they want that money because they dont believe that we will pay them even tho we have a contract, recorded conversation. Two weeks no answers.

  

  Business response

  04/03/2023

  Thank you for reaching out and expressing your concerns regarding this project. While we understand your frustration, we would like to provide some context and clarify our position in relation to the issues you've mentioned.
  Regarding the project's completion, our agreement specified that an additional deposit would be required for us to continue the work. However, this deposit was not paid, which has prevented us from continuing the project as originally planned. We believe that our initial payment request was reasonable and in line with industry standards. Deposit funds were exhausted on trenching, demolition, base installation and material delivery.
  Furthermore, during the course of the project, we noticed that there were requests for additional work outside the original scope of our agreement which delayed the construction timeline; which in turn increased labor, material and travel costs. As a contractor, we are always happy to accommodate changes and additions to a project, but these changes typically come with additional costs. We communicated these costs to you, but you were unwilling to pay the additional fees associated with the extra work. Consequently, we could not proceed with those additional tasks.
  In light of these circumstances, we believe that we have acted responsibly and in accordance with our agreement. While we understand that you are dissatisfied with the current state of the project, we are unable to take responsibility for the uncompleted work due to the aforementioned reasons.

  *************************************
  Account Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩