Complaint Review: Greystone Masonry

Prior to completion of the job, I would rate their customer service as very good. I had to wait two months to get HOA authorization for this project. During that period, Greystone office staff continually followed up to check on status and allowed me to slip the schedule. Once approval was granted, Greystone made arrangements to start the project within a week. Even though weather prevented them from starting as anticipated, office staff called on a daily basis to keep me apprised of the status of my project. This was very much appreciated.

However . . .

On 24 August I stopped by the office to make final payment after the project was complete. After 30 minutes I was informed that my paperwork was misplaced. I left the office and went out to review the samples on display at Greystone. The purpose of this visit was that the pattern used at my property did not appear to be the same as the samples that I had selected.

Later that afternoon, I received a call from Greystone that my paperwork had been found. I came back to the office. At that time I raised my concern to the owner/general manager that the pattern that was installed was not the same as the pattern I selected. I requested that someone from the company go out and inspect the completed project. I was told that someone would go out on Monday (8/27).

When I did not hear anything, I called the office (8/28) and left a message for the office manager to return my call. She did not.

On Wednesday morning (8/29) I called and got the office manager on the phone. She stated that she did not know what had been done with regard to the inspection and would ask the owner/general manager to call me back. They never did return my call.

I took the time to fill out their customer survey detailing the issues (as stated above). They responded with a letter thanking me for my constructive criticism. They did not acknowledge the error, not did they offer to rectify the situation.

Todd
Fredericksburg, Virginia
U.S.A.