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Consumer Complaints

BBB Accredited Business since 04/23/2009

Adam Cowherd Construction, LLC

Phone: (417) 877-7548

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
07/18/2014Problems with Product / Service | Read Complaint Details
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Complaint
Mr. ******* installed stone columns at our residence. Have communicated with him and he assures me they will be replaced at no cost to me.
The stone columns I mentioned above have cracked. When they were installed I asked Mr ******* about the amount of mortar that was used. There were places you could stick your finger through. My statement to Mr. ******* at the time they were installed was "Don't you think there should of been more mortar used? It seems to me when the temperature changes they will crack". Mr ******* responded " Will if that happens guess we should of used more mortar". Mr ******* has assured me he would take care of this for several months. My husband just passed away in March and now Mr ******* will not answer any of my correspondence.

Desired Settlement
Just want the columns replaced to my satisfaction.

Business Response
Subject: Re: BBB Complaint Case# ****** (Ref#XX-XXXXX-XXXXXX-X-XXX)

As Ms. **** stated, my company did install stone columns at her residence. When I was notified of the cracking, I informed her that I would get her on our schedule as soon as possible to get the problem resolved. Unfortunately, the weather did not cooperate with us and when I was able to get her scheduled, the weather was too cold to do masonry work. This is a cosmetic issue only. No further damage is being done at this point. I understand wanting to get it fixed, and I from the time I was initially notified, I had agreed to get the problem resolved to Ms. ****'s satisfaction. However, this job will take approximately 3 days and finding 3 days in a row this past winter to complete the job correctly, was nearly impossible. I explained this situation to Ms. **** and that I wanted to ensure that that problem was solved satisfactorily and that I felt that the best option was to wait for the weather to warm up before replacing her stones. At the time, she seemed to understand the situation and we agreed that I would follow up with her as we approached spring to schedule completion of this job. I called her on several occasions and she had multiple conflicts on her end with being out of town, etc. Again, she was agreeable and wanted to be present when the job was completed which I agreed with, so we made several agreements to follow up in the coming weeks. I even had my employees scheduled to come out there at one point and I was not able to get Ms. **** to respond to several emails/phone calls to confirm. When I was finally able to get in contact with Ms. ****, she informed me that the everything was on hold due to the recent death of her husband. We left it that she would contact me when she was ready to move forward. I did not hear from her until (?date?) at 7pm, when she called me very upset that the work was not completed and expected my employees to be there the following morning. I explained that I had understood the project to be on hold at this point and that my employees were tied up on other jobs at the moment, but that I can squeeze here in very soon now that I know she is ready for us. Over the course of the next couple of weeks, she would range from not returning my phone calls to confirm that dates would work with her schedule, to randomly calling me at all hours of the evening (never during normal business hours) very hostile and always expecting my employees to be there the following day. I always answered these calls outside of my normal working hours, because I too, was anxious to get this issue resolved. I even offered at one point, for her to get a bid from another company to complete the work and I would pay for it if she preferred. After one particularly hostile phone call, I did ask Ms. **** to contact me only inside normal business hours from now on as I did not feel this behavior was professional or acceptable. She continued to contact me only after normal business hours and I felt this was very close to crossing the line of harassment. At that point, I did stop accepting Ms. ****'s calls. I have these calls and correspondence documented. I wanted nothing more than to get this issue resolved for Ms. **** and was committed to getting it done correctly, however, I do not feel that I should have to be subject to harassment. At this time, I would prefer to simply have Ms. **** find another contractor that she is happy with and send me the bill for the work to be completed. This would ensure that the work is done to her satisfaction and we can both put this situation behind us.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Following e-mail received May 2013. "I would like to redo all 4 posts.I have a very good mason and he will be available the end of June. This will include complete removal, install new wood, and new stone." Three consecutive days May 2013 thru October 2013 was not possible? "Cosmetic issue only" sounds like Mr. *******.
Everything was NOT on hold due to the passing of my husband. There was another project that was temporarily on hold.
HARASSMENT? As a business owner for 25+ years I have never had "normal business hours." My hours start when I wake up and end when I go to bed. If Mr. ******* had evening calls to bid jobs would that be harassment?
Finding another contractor is NOT acceptable. This is Mr. *******'s incompetent work and he needs to fix it as he promised in 2013.
Mr. ******* said he would pay another contractor. I do not believe he would because he has already proven he does not keep his word.


Final Business Response
Adam Cowherd Construction
875 E Sunrise Ct.
Ozark, MO 65721
Office: 417-877-7548
Fax: XXX-XXX-XXXX
E-mail: ****@adamcowherdconstruction.com
www.adamcowherdconstruction.com

To whom it may concern:

As to the matter with Mrs. ****, we feel we will not ever satisfy this customer. Mrs. **** needs to mail a written estimate from a company of her choice. I will then contact that company for payment. Or, they can contact me. I hope this can resolve the matter.

Sincerly,

**** L. *******/Owner

Final Consumer Response
Mr *******'s response is not acceptable. I have only lived in this area less than three years. Mr ******* needs to contact some contractors to resolve this problem....??? Why does Mr ******* not want to fix his incompetent work??? This does NOT resolve this problem

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