Dissatisfaction on high

COMPLAINT: Doris Woodruff-Filbey, Indianapolis
"I hired JSC Masonry to tuckpoint my chimney, replace mortar, rebuild courses of brick, and replace the flu liners and flu caps. It appeared the job went OK, although there was no way for me to inspect it since the chimney is quite tall. With that job completed, I had a new roof installed. The roofers warned me there were a lot of cracks in the chimney's concrete at the top, and that it was a very sloppy job.

Another company who was fixing my neighbor's chimney told me the same information and warned me water damage would occur. Two months later, workers who were replacing my gutters and downspouts advised me that a downspout near the chimney was stopped up solid with concrete that had washed down into it. I called JSC, and they said they'd come out and caulk the cracks - which they said would be sufficient because concrete usually cracks. I told them I didn't think that would solve the problem. I've called them numerous times with no response."

DESIRED RESOLUTION: "I want a partial refund of $1,000 for another contractor to redo the work. If JSC agrees to redo the work, I want them to pay for a home inspector to verify the work has been done correctly."

STATUS: Penalty Box

All settled now?

COMPLAINT: Debbie Pipkins, Indianapolis
"My house was on a septic tank, but the city wanted me to hook it up to the city sewer. Whitinger Plumbing Inc. dug a trench from the house out to the street so they could hook the house up to the [city sewer] pipe. Now the trench is sinking into the ground. The dirt isn't settling, but more or less dropping."

DESIRED RESOLUTION: "I want Whitinger to follow up within one month to see if the soil is settling as it should be."

RESPONSE: Kent Whitinger, vice president, Whitinger Plumbing Co.
"Our contract is clear. After installing the sewer line, we backfill the trench and leave it in a mound formation, which allows it to settle. We're not responsible for final grading, seed or straw. If the member read the contract, she'd know this. Instead, as we were finishing up the job, she asked when we were coming back to seed. We told her that we don't do that, and she made us leave. I have done 60 homes in that area, and they all look the same."

STATUS: Resolved
This company has a total overall grade of "A" on the List. Editor's note: Whitinger Plumbing regraded the trench, and the member says the case is resolved.

Let them eat cake

COMPLAINT: Kim Heidenreich, Martinsville
"I ordered a cake and mints from Sugar Mamas Custom Cakes Pastries & Supplies. I called to inform them that the roads in my area were closed due to flooding, and I wouldn't be able to pick up the cake. When I picked it up two days later, it hadn't been covered. When I returned home and looked at it, I noticed there was a bug and a hair in it. I also noticed that some of the mints weren't the ones I had ordered. I called the company to see if they could work with me on these problems. They were very unwilling to and stated it's in their contract that there are no refunds. However, they never said there weren't any refunds and we didn't sign a contract."

DESIRED RESOLUTION: "I want half the amount I paid refunded."

RESPONSE: Emily Henderson, owner, Sugar Mamas Custom Cakes Pastries & Supplies

"We have a posted 'All sales final — No refund or exchanges' sign in our business. The customer tried to cancel a cake four days after the cake's contracted production and pick-up date and made excuses to justify a refund. We must abide by our policy."

STATUS: Stalemate