Complaints

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Tesuque Stucco Company to stucco my entire main house in October 2018 (finished at end of that month). The company gave me a FOUR year warranty that guaranteed the fixing of any chipping or flaking which it defined as a crack that was “wider than a nickel”. I have shown employees of the company these chip/flaking places around April of this year. They declined to repair these damages for free—saying the company would repair but charge me—some nonsense about how they don’t really guarantee the stucco. I have three major areas of chipping/flaking—one near my back door; one on the south portal and one on a window sill where now parts of the crack are more than the diameter of a quarter and the crack has spread across the wall and parts of the wall chipping are wider than a nickel. Tesuque Stucco denied any responsibility for the water damage near my front door. I had a roofer come and resilicone areas that Tesuque Stucco disturbed when it stuccoed. It still seems to have a leak through the network of cracks that are there. IT is better but not resolved and I believe Tesuque Stucco is responsible for repairing this system of cracks that have resulted in water damage to the stucco/wall. It seems like the company wants your business (money) but does not want to honor its warranty. Please note I employed Tesuque Stucco over 10 years ago to stucco my guest unit. Only in the past year have hairline cracks appeared. The difference in the quality of the stucco work is quite noticeable. And this was pre COVID. I want them to make the repairs at its expense of give me $2000 so I can hire someone else. I paid over $9000 for this job.

  

  Business response

  08/19/2022

  Tesuque Stucco Company response on April 22, 2022

  Hello ********,
  
  We will schedule an inspection of the property and maintenance work in the weeks to come. Repair of cracks or weather damaged stucco would not be under the purview for repair per the Tesuque Stucco Company Warranty. Should this be the case, the maintenance work would incur expense to you that is not covered by the warranty. Project management will contact you in advance of the inspection and thank you for bringing the matter to our attention.

  A subsequent appointment was arranged by project management on April 27, 2022 to assess complaint by customer at residence. Customer neglected to show for appointment although a time and date was confirmed by Juan. Project managements assessment of complaint by owner was that the issues in question were not warrantable. Customer was informed that maintenance work would incur nominal expense for repair. Owner was unsatisfied with assessment by project management and sent follow up email on June 5, 2022 stating the following:

  Tesuque Stucco Company writes:

  I am disappointed in Tesuque Stucco's failure to warrant its work. I have two cracks bigger than a nickel==so big the color coat is falling off and I am told by ***** ******** ******* from your company that i have to pay for those repairs.  What happened to your warranty?  I expect repair within two weeks without charge.
  I am having the roofer come back and look given your workers remarks about the third problematic place.  BTW they showed up late and were on the roof when I was not there. I cannot say they did not change the condition of the roof.  I am totally unhappy with your company's answer to the warranty problems.
  RESPONSE PLEASE.
  ******** ********

   

  Company Response on June 6, 2022

  Good morning ********,

  I am sorry to hear of your displeasure with Tesuque Stucco Company and subsequent warranty claim. It is my understanding from Juan of Project Management, that you were provided both a day and time frame on Wednesday April 27th for the inspection. The assessment was to occur between the hours of 12:00 pm - 2:00 pm. Prior to arrival an attempt was made to contact you by phone, but you did not heed the call and subsequently failed to appear for the scheduled appointment. In lieu of your absence, project management still took an initiative to look over the property to evaluate your concerns with the stucco. At no cost to you, they identified and documented a roofing issue requiring some maintenance. I have included a link via Company Cam regarding this issue.   

  Unfortunately, your concerns with the re-stucco job recently assessed by project management, were ultimately deemed as non-warranty issues. Should you elect to prosecute the needed repairs, you can expect this work will incur some expense to you. As stated within the Tesuque Stucco Company Warranty, traditional stucco is not warranted for failure resultant cracking of the stucco. Hairline cracks occur with traditional stucco as result of movement of the substrate. In addition to cracking, cement stucco is also susceptible to discoloration and efflorescence. This is due to the rigid, porous, and earthen quality of the cement plaster, which over time eventually deteriorates. 
  
  Should you elect for schedule of the maintenance work on **** *** *****, a time can be rendered with project management to make the necessary repairs. The work will require at minimum a couple trips to complete. Our rate for repair runs $150.00 an hour plus material, may take several hours complete in total, and with payment for services tendered upon completion of work. Please apprise the office of your decision, and should you move forward with the elective work.
  

  Analysis: 

  Tesuque Stucco Company will repair at no charge to the customer, an area that totals no more than 3x3" of chipped or de-laminated color coat on one window seal. The damage is located on the north side of the residence and resultant movement from the underlying plaster and wall construction. Tesuque Stucco Company will not repair cracks found with the stucco which are explicitly written within the warranty as non warrantable. Repair of cracks will incur expense to the owner should she desire them repaired.  

  Customer response

  09/13/2022

  Complaint: ********
  
  I am rejecting this response because:

  I am talking about the guarantee against flaking. peeling, and chipping. As I said in my complaint, I have 3 places that are chipping and flaking off.  TSC said if the chipping was bigger than the width of a nickel it would act on the guarantee.  As you can see from the photos attached, these certainly meet the criteria of flaking, peeling and chipping.

   

  I ask that TSC review the photos before rejecting its warranty or I ask for a mediation through the BBB.

   

  Thank you,

   

  
  ******** ********

  
  

  

  Business response

  09/19/2022

  Tesuque Stucco Company will at no expense to Ms. ******** arrange a date and time to conduct the repair of the chipped stucco on the window sill and small area above the flagstone relief. Stucco damage resultant wear and tear are not covered by the warranty. This is the case with the damaged stucco below the threshold of the access door. In this instance, a poured concrete stoop installed below the threshold of the door frame to manage foot traffic is what is lacking, versus a plaster finish. This area can be managed for repair as well as the crack with the window sill for a nominal fee. The nominal fee is $150.00 an hour plus material, and Ms. ******** should expect the work to take an hours time to complete. I have included a link to clarify the scope of work the Tesuque Stucco Company traditional warranty covers/not covers and pertaining to the window sill: *********************************************

  Customer response

  10/25/2022

  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.  I am willing to accept Tesuque Stucco's offer for now. I am not in 
  agreement with their assessment of the stucco by the back door but we can discuss it when they come to fix the other two places.  Whom should i contact to arrange a time//The weather has now turned and it may have to 
  wait.
  
  Regards,
  
  ******** ********

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