Complaints

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• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2023, I contracted with VicArt Masonry for exterior chimney work and interior work on my stone fireplace and firebox. Because of water damage, the interior work involved removing loose mortar and repointing the mortar joint. The firebox was also rusted and needed work. I sent the owner, James C**, photographs and we discussed the work at length. I had VicArt complete the work but, because I had tenants in the house and could not gain access, I simply paid the bill. A few month later, I inspected the work in person and complained because it appeared the loose mortar on the fireplace had been removed but the mortar joints had not been repointed. As shown in the photos, there are deep grooves between some stones while the mortar is flush or almost flush between other stones. Also, the firebox is still rusted and does not appear to have been touched. Mr. Cox inspected and his response was that his workers "could have done better" but he has offered no resolution. For $6,000, his company could have done a lot better. I've received a new estimate of $2400 from another company to repoint the fireplace and repair the firebox. I want a refund of $2400 form Vicart Masonry to cover the expense of completing the work it failed to do.

  

  Business Response

  Date: 03/31/2023

   Dear complaint department,

   I performed the work as I described it in the proposal. I cam identify many many defects in peoples original work all the time. The fire place and hearth is a one of a kind creation built by a mason more than likely long gone. The fireplace front was covered with a random stone web wall style. It had been repaired multiple times with multiple mortars. We confined our work to the loose deteriorating mortar.

   The scope of work as described for the interior chimney work was as follows,

   A. Create dust barrier in room.

   B. remove all loose mortar between all stone mortar joints and repoint with new mortar, buff or light tan in color, mortar not to cover the vertical face of the stone.

    C. Install a new rope gasket on the inside of the fireplace door to improve seal between door and fire box.

   D. Remove all work related debris.

    No work inside the firebox was indicated in my proposal. No work to original mortar joints that wasn't deteriorated was included in my proposal. We try to best guess clients needs and balance that with keeping work affordable and then clients taste preferences. I take great care in defining scope of work and my masons are careful to do the work as described in the quotes.

  Customer Answer

  Date: 04/01/2023

  I am rejecting this response because:   the business concedes the contract iincluded repointing not to cover the face of the stone.- i.e.  repointing where the water damage required removal of the damaged mortar. The photos show reber still  visible where water damaged  mortar  was removed  and deep gouges between stones which were not there before VicArt began working..it's difficult to tell if VicArt created  a seal because of the rust in the firebox. 
  
  Regards,
  ****** ******