Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/18/24 I hired this company to replace my driveway, tear down a gazebo, privacy fence and gate. He informed me that by putting something on my front porch it would look new like the driveway. It was $900.00 extra. I agreed to it. The whole job was around $15,000.00. Everything looks great except my front porch. I called A****** the owner and he offered to come out and redo the front porch. It still looks really bad. I called him and told him I was still unhappy with it and he said he will not do it again. I asked for my $900.00 back. He said NO. He also was very rude. Not I don’t know what to do.

  Business response

  09/23/2024

  We strive to accommodate our customers within reason.  We believe we went above and beyond standard customer service practices.  She contacted us after hours on the weekend and weekday, going back and forth, changing her mind several times about what she wanted to do concerning different parts of her project.  We exercised patience and addressed each concern with grace and clarity so that she would be satisfied with whatever choice she made for each part of her project.  Our customer's complaint was concerning the color of the finished product, but our estimate clearly states that it takes 90 plus days to 'cure out'.  During that time period, it goes through several color changes until it comes to it's final color.  It also states clearly on the estimate, that a 'resurface, recapping, or repair' is not under warranty.  This was explained to her and she was fine with that.  She complained several times that she was not happy with the resurface and kept referring to the amount she paid for it in spite of it being a resurface and not under warranty.  In an attempt to satisfy our customer, we redid it, not as a contractual obligation, but as a COURTESY only.  We also re-wiped down the posts to get rid of concrete splatter, but she was unhappy with that as well.  We did our best to satisfy our customer.  We came to the conclusion that she would not be satisfied unless the porch was replaced.  She did not pay for a porch replacement, only a resurface, which carries no warranty.

   

  We consider this matter resolved and closed.

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* **********
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our driveway was replaced in Oct 2022, initially we were very pleased with the results and dealing with ******* and family. But, within a month defects occurred, a large chip on joint between sections, spalling of skim coat on curb cut they made, crack across porch edge and many leafs coming up thru concrete surface. Due to winter weather they delayed repairing the chip, porch crack and spalling until May 2023, the leaf defects were not repaired. Within 5 weeks the repaired defects returned and a large hairline crack has occurred in another area. After months of calls and texts being unanswered we are writing this review. Most disappointing thing with this situation is the lack of response.

  Business response

  12/21/2023

  Response by Anthony R****:

  Concerning the curb:  We gave Mr. ****** a price to replace the curb and gutter.  We also gave him a lesser price to saw-cut the curb and gutter to lower it for an easier transition for the car to enter/exit the driveway.  He chose the lesser priced item.  I explained that to be a temporary fix, which falls under the category of repair.  Repairs as stated on the proposal are not a warrantied item. In the cutting of the curb and gutter, a skim coat is required which ultimately does not match the concrete that is adjacent to it or the new concrete that was pouring.  We are more than willing to come out and remove and replace the curb and gutter if the customer wishes at the price originally quoted. Concerning sticks and leaves:  We poured the concrete during the fall.  Yes, leaves were falling which, of course, we had no control over.  As we were finishing the concrete and brooming, leaves were continually falling and we picked leaves up that we could see and removed them.  If some were overlooked or some fell afterwards or were overlooked during the brooming process, it would not effect the overall strength of the concrete.  But since I was the one doing the brooming, I clearly remember the diligent effort that was made to remove the leaves.  Concerning the picture of the chipped concrete:  I believe is the best example of the entirety of the complaint.  The line cut into the concrete in this picture is approximately 1/8" wide.  These lines are cut throughout the concrete to control cracking.  This chip next to that line is not much larger than the saw-cut itself which was not caused by us.  The reasons are numerous as to how this small chip could have happened. ie. something being dropped, rocks stuck in tire, delivery trucks, etc.  It is obvious that it is a chip.  Concrete is not invincible as stated on our proposal.  Our warranty clearly states explains this.  If Mr. ****** would like us to come back out in the spring and run a grinder across the curb and gutter portion (again) we would be willing to do that as a courtesy.   However, based on the pictures provided to us of the small chip next to the joint, I am not sure that we will be able to satisfy him.

  Customer response

  12/27/2023

  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Regarding the reply from Driveway Replacement Specialists we wish to respond to incorrect information, inaccurate information, assumption and omission it contains.
  

  Incorrect: Our quote (Estimate 2306 dated 10/27/2022) did not contain a cost to replace curb and gutter and we were not informed that the skim coat was temporary.  It was temporary since it failed weeks after initial placement and then again after the repair.
  

  Inaccurate:  The chipped concrete is not on a control joint cut line, it is on a joint between two pours of the concrete and is 4” by 1.5”.  This was repaired by the owners son and failed again shortly after, apparently time was not taken to discuss the defect before his reply.  The leaves and sticks were not showing when the work was done, we were not aware that they would come up through the surface when the thin layer of finished concrete on them failed over the months.
  

  Omission:  The response did not address the most disappointing issue, more than a dozen texts and calls over 3-4 months went without any reply other than we are very busy.  No one took time to come look at the issues or contact us about them resulting in the incorrect/inaccurate response from the company.
  

  Assumption:  It was stated in the company response “I am not sure that we will be able to satisfy him”.  We do not know why this is the company’s response since we have been patient waiting for replies to our texts and calls, and the last time we saw the owner on the night they finished the initial job we were very pleased with the work so we bought them all pizza since they stayed until after dark to finish.
  

  We will have these issues corrected on our own as we no longer want to deal with this company.  
  

  Regards,
  
  ***** ******
  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Fence Masters to replace the front porch, sidewalk and drive way on March 17,2021. Work was preformed but in August of 2022 a crack where the front porch and sidewalk attach appeared. Contacted Fence Masters and they agreed that it needed to be repaired. Tech came out in November and tried a repair. July 2023, the crack is back and is bigger. Send another email asking for a repair, they agreed, but to date no response from them on ETA.

  Business response

  12/21/2023

  ******* apologize for not getting out there or informing the customer as to when we would be out there to remedy this issue.  ******* would like to come out and simply replace the step.  We will send the customer a direct email as well concerning this matter.  Thank you.  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I hired FenceMasters in 2021 to build a pole barn in our backyard. We paid the company $11,000 first and they poured the concrete pad for the barn, we paid FenceMasters another $25,000 for the rest of the pole barn, however when they tried to proceed to build the pole barn, the county we live in wouldn’t allow it because we didn’t have a building permit, after filling for the permits, the county (******** County) kept finding new issues and reasons we couldn’t be approved for said permits. After a lengthy back and forth battle, and deciding to back away from getting the pole barn built, my husband and I contacted FenceMasters again and told him we wanted our $25,000 back because we were not having the barn built. Anthony R****, owner of FenceMasters, sent us a letter stating we needed to get a mediator to hear both of our cases and decide if my husband and I should get any of the $25,000 back we paid him for the pole barn, which again was never built. I have attached a copy of the letter Anthony R**** sent to us. We are just trying to get most of the money back that we paid him for the pole barn since we weren’t able to have it built. Thanks.

  Business response

  09/28/2023

  To Whom it May Concern: Our response to the customer was already issued through the letter attached (text below).  We have no further response.

  Fence Masters and Driveway Replacement Specialists, LLC 
  650 Lakeview Drive 
  Monroe, OH 45050 
  

  Tuesday, July 11th 2023 
  

  RE: POLE BARN PROJECT FROM 2021 
  

  **- 
  

  2.5 years ago we entered into a verbal contract for $41,00.000 to build a pole barn. Additions were made by you that would have increased the price above $46,000.00 such as a cupolas, additional windows and doors. At some point in time, I stopped by to pick up your deposit check for $25,000.00 to begin the process for permitting and securing the building materials. Portions of the deposit were used to do these items. 
  

  The initial application with the zoning department was approved. The initial plans for the building were approved with the city of **********. The creation and approval of these drawings was complex and time consuming. Not only were there multiple trips to the city building, but also well over 100 emails of communication concerning this project between all parties as well as the countless phone calls. The information in these emails were the product of time consuming research on our part to obtain the information. 
  

  After we had performed our due diligence, both the city and the township, stopped your project due to illegal/unauthorized work performed at your property which had no bearing on our project. After several months of you attempting to comply with the authorities, we once again resubmitted the paperwork, however, this time being denied without reason due to other issues that you were having with the city and the township. 
  

  I know that, on your end, it has been a very frustrating process. I also know that you cannot know the amount of time we have invested in the process ourselves. 
  

  If the plans would have been approved after the second application, the building would have been at least 20% higher than the original estimate due to increases in material due to covid. It is not possible for us to try to quantify an accurate dollar amount of what almost 24 months of emails, phone calls and trips to the city and township as well as your property, with the builder/supplier as well as administrative costs for drawings and resubmittals. 
  

  We have walked this difficult road with you and have seen the frustration you've experienced in trying to do this project. We certainly do not want to be apart of the problem. 
  

  We do not, at this time, have the deposit to return to you. I believe it would probably take a mediator to figure out what percentage of the deposit should be returned to you, if any. 
  

  We are so sorry for all the difficulties you have been through with the governing authorities. 
  

  Respectfully and sincerely, 
  Anthony R**** Owner/Operator 
  ###-###-#### 
  ************************* 
  

  
  

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Regards,
  
  ****** ********
  

*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. ↩