Columbus masonry company solves homeowner’s problem

Columbus masonry company solves homeowner’s problem

Member complaint

I hired Midwest Masonry in Columbus, Ohio, to replace the brick and a wood column on my front porch with stone. I couldn’t get a quote from the company until three months after I contacted them. The work was done in December, with different people working every day. By the time the project was finished, everything was covered in snow, and it was hard to really see the porch. Overall, I liked it, but there were some minor things owner Max McClellan promised to fix in the spring.

But when spring came, he didn’t respond to my messages. By that time, I had identified other serious problems, including all the stone pavers coming loose and the grout between them starting to crack. I was able to eventually get him to send some people to fix the problems, and they improved it on several levels, but there were still loose stones and the new grout color didn’t match the old grout color.

Max never returned any of my calls after that, and replied to one email in which he said he’d touch base, but he never did. I’d like them to come back and fix the loose stone pavers and match the grout color.

Irina Novikov, Columbus, Ohio

Provider response

When we left the member’s project, they were very pleased with the product. Once there was an issue identified, we were slow to respond. However, I did send the same mason that installed the stone out to fix it.

After spending two days, the guys were told that she was satisfied, the workers were tipped for their work and sent out. After we were contacted again regarding the same issue, I was again slow to respond, but did agree to go back to her project to grind out and retuck the mortar joints. As for the uneven surface, those are natural stones. Their texture is out of my control.

After agreeing to grind out the mortar joints and retuck them, I did not receive a response. We have more than five years of outstanding service and I wouldn’t jeopardize our reputation by not fixing this.

Max McClellan, owner



Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.

Post New Comment


What is Angie's List?

Angie’s List is the trusted site where more than 3 million households go to get ratings and reviews on everything from home repair to health care. Stop guessing when it comes to hiring! Check Angie’s List to find out who does the best work in town.

Local Discounts

Daily deals up to 70% off popular home improvement projects from top-rated contractors on Angie’s List!