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:10/07/2023

  Type:Customer Service 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.

  The project was to replace existing low retaining walls on each side of my driveway with *********** so as to terrace the front yard and install natural stone steps from the driveway level to an approach of Interlocking Paving Stones to be installed leading to two natural stone steps at the front door. The salesman from ******* told us the stones would still be here 50 years from now and that it appears they came from a coral reef. A month later a rep investigated a small sized chip in the top step but said to replace it could disturb the ***********. Large flakes of stone started to pop up from the horizontal surface of 3 of the 4 steps. The three stones began to fall apart. The threat of a repair disrupting the structure and possible damage to the poured concrete driveway caused me to take no action. So the issue is the quality of stone steps themselves. The quality varies from one to the other. Three of the stones (which I paid $400 for each) in the steps have fallen apart while the fourth is only moderately damaged. The two larger steps at the front door (for which I paid $1000 each) are in really good shape. I am of the mind that the 4 rotting stones in the flight of steps from the driveway and the Interlocking pavers which have sunk at the top of the steps should be replaced at no charge to me. I visited Reception at ******* and presented my problem on May 17, 2023. I emailed photos to ******* same day. Email from ****** ****** on May 18, 2023 saying a quote would be sent. Weeks later there had been no contact. I emailed Mr. ****** to request an update. No reply. About 3 weeks ago I called Reception and was told the fellow who was to do my quote had quit. Two weeks ago I revisited the office and was told by the receptionist she would track down the problem personally. Crickets. I get the impression I am being put off. I have attached invoices, receipts, photos and emails for your information. I will not be available until last week of July

  Business Response

  Date: 13/07/2023

  Hello Mr. *****.  I do apologize for not being able to have a ******* representative visit your property and prepare a quote for your requested work.    May and June are the absolute busiest times we have for new project requests.  The capacity of our project managers to visit sites for new requests while simultaneously managing projects currently under construction is stretched thin.  And, as you are aware, our capacity was stretched even thinner because one of our project managers recently moved out of province when his wife got an amazing new job.  We have hired a new project manager and are slowly getting back up to pace.  We have you on the list of clients to contact and we ask for your patience. Please keep in mind the original project was completed in 2014 and is well outside the 2 year warranty.  

  Customer Answer

  Date: 17/07/2023

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

  I complained to ******* only  2 months after the original job was completed when the first chips of stone came off and was told by company rep that visited my property that replacement of the damaged stone would destabilize the stairway and be very difficult.  As it turned out the entire stairway came apart and given we were told the stone would last for 50 years I am not happy with the reply.  We were also advised to go with stone as it would weather better than concrete the salesman ********
  
  Sincerely,
  
  **** *****