Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2025

  Type:Product 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.

  Signed contract with Frank's Chimney on 4/27/25 for $10,000 to repair rock wall and rotunda.
  -Once they did show up, his crew of 2 would be on-site for about 2-3 hours/day.
  -They would sit around for much of the time and do nothing.
  -Once we saw their lazy approach, we started to log their time with cameras and watching. See attached time log.
  -We also have neighbors that witnessed this, they warned us that we were being scammed.
  -Contract- they only completed 1 out of the 7 line items on the contract.
  -61 hours on-site and less than $500 in material and they charged $10,000 which is a scam.
  -Expressed concerns to Frank and he never came on-site once after the first day.
  -Only when I asked for a refund did he then want to come on-site and try to fix.
  -We sent them pictures multiple times of the incomplete work and areas of concern.
  -We gave the 3 opportunities to correct but they failed. Frank kept sending the original crew. They acted like they corrected, and Frank would send a text message saying all finished to try and collect payment.
  -So, we fired them and said we wanted the 2nd payment of $3500 refunded. This leaves them with $5000 which more than covers their expenses. (We didn't make the final payment of $1500)
  -Frank said he fired the crew leader and also said he would offer $1500 refund. By doing this, he admitted these issues.
  -We do not feel $1500 is enough and is still a scam.
  -Most of the rotunda was not even touched. Windows were not covered. Scaffolding was not setup. Very little of the rock wall or rotunda was tuckpointed as listed on the contract.
  -Cracks are now forming in the stones they did repair. See attached pictures.
  Please help. Thank you.

  Business Response

  Date: 06/30/2025

  He told me that everything looked great and he just wanted one more thing competed and we did this on two or three different occasions, his stone wall was in very bad condition, I have responded and have been super open to repair or fix anything at any time, I have a signed contract and he still owes us &1,500 dollars, I'm willing to repair anything, I feel like he is trying to bully me and has been very aggressive at times, I feel like we do very good masonry work at all times.

  Customer Answer

  Date: 06/30/2025

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

  We gave them an opportunity to fix and they did not.  Bottom line is the contract has not been fulfilled and they were already given chances.

  Frank tried to say the job was finished and to collect $10,000 which is a scam.  The rotunda was barely touched.  Cracks are everywhere and stones are cracking that they did.

  Please process this refund.  It is very fair from time/materials spent.   If not, we will pursue a quote from another source to finish the job and repair Frank's work and legally pursue those damages.

  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 06/30/2025

  He never said anything was wrong with the masonry work, he is trying to make his own amount of money for the work that was preformed he told me on two different phone calls that everything was great! And asked for one or two more things to be completed that was on the contract, iffy there is anything that needs to be fixed or completed we are willing to do that at any time, we are very happy to he is trying to bully me into a  refund and I would already have done that but I feel like I need to stand up for myself and my reputation for our company, he is willing to pay for half of the amount of the contract,? That seems like he is trying to make his own verbal contact, and that doesn't seem to be fair, to me thank you again Frank 

  Customer Answer

  Date: 06/30/2025

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

  Things were looking good initially.  But that was before they didn't finish AND before the stones they did started cracking.  Once I found out he was not finishing and his work started cracking, I no longer said they were looking good after that.  I've also used Frank on a prior project.  All was good and I paid fully.  This time was a completely different experience.  We are not going to be scammed.

  We never once said things were almost finished.  My wife and I sent pictures several times of the incomplete work.  And gave them 3 days to come on-site and correct.  Every day they did nothing and then Frank said "All finished".  We sent pictures, we setup flags to identify the areas not complete.  I have witnesses and time logs.  Our neighbors witnessed these guys sitting around most of the time and warned we were being scammed.   We have proof the contract was not fulfilled.

  Frank himself NEVER ONCE came on-site to check during this entire process.  He said he would come a couple times but never showed up.  I also complained about the crew working a couple hours/day.  He said he was sending another crew to help finish.  But never did.

  We will get quotes and be in touch to finish the repair and pursue these damages.  I'm finished communicating personally with Frank unless it is to process the refund.  I will not respond to any more messages here unless it is to process the refund.  Thank you.

  
  
  
  Sincerely,
  
  
  
  ***** *****