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:11/18/2024

  Type:Service or Repair 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.

  I have been dealing with this business since 19AUG2024 & have spent a total of $1100.00.Job #1: Check all my storm drains & unclog them, & flag potential further issues ($650; *********)- Dug a hole, poured water into the drains, & flagged the need for Job #2 (see below)Job #2: Replace & reposition a couple of the storm drain lines due to roots & deterioration ($450; 01OCT2024)- Replaced & repositioned one of the larger outlet drains VERY close to the house AND on a slant so the water coming from the outlet went towards the house - Left a storm line disconnected - HE BROKE OUR SPRINKLER LINE when digging to reposition one of the storm drain lines **He did not mention that he broke the sprinkler linerather, I noticed the issue when my water bill was high & the local water department confirmed the issue**Job #3: Fix issues created during Job #2 (Scheduled for 14NOV2024 at 10am-12pm PT)- It is now 2:30pm & we have NOT received a responseeven after multiple phone calls & texts - This, unfortunately, has been the norm.THROUGHOUT THE PROCESS:- ************ has rescheduled and cancelled multiple times during our interactionsa couple of times he notified me <1hr before the scheduled time - ************ has been extremely difficult to get a hold ofat times being uncommunicative for a week - ************ has left a mess in my backyard, including some tools laying around STILLvery dangerous for my <2yr old child who cannot safely play in the backyard CURRENT STATE OF MY BACKYARD all made worse with the rains that we have been receiving - Disconnected storm drains - Incorrectly positioned storm drains - Large holes in the ground I WOULD LIKE A FULL REFUND.The work has been done incompletely & incorrectlyAND this business has created MORE costly issues (e.g., broken sprinkler). I have wasted time, money, & sanity on this and wish to have it resolved. I have included pictures that would fit this pages format but I HAVE MORE upon request.THANK YOU!

  Business Response

  Date: 11/18/2024

  We walked customer through entire job. The whole entire process we found the old drainage system replaced. The once that were not working properly. I recommend where to install new drainage outlet but customer asked me to put it where it is now. Unfortunately during the process a sprinkler was broken and we didnt know until customer noticed and responded to him immediately. We went out to find broken sprinklers that I told him we would fix at another date. so I can bring supplies. We left the tools on the fence. Left hole open so customer could see there was no other broken sprinkler that he agreed would be ok. So work was completed and we were going to move at his liking for no extra charge. 

  Customer Answer

  Date: 11/23/2024

  I am rejecting this response because:

  To whom it may concern,
  In order to answer this I will address each point separately. 
  
  
  1. The company did not walk me through the entire job. There were multiple storm drains in which they guessed where they led, stating, "since the water isn't coming back out it must be fine." In fact, this led to a large section of my yard becoming soaked since one of the lines they "guessed" about led into a pit they had dug previously, filling it with water.
  
  
  2. The company did not replace the drainage system properly. Instead of connecting the replacement pipes to the previous outlets (away from the house), the company created a new outlet (2 feet from the house on a slant towards the house) and redirected the replacement pipes to the new outlet. I later learned (after consulting independent irrigation specialists) that it was indeed possible to have reconnected the replacement pipes to the previous outlets.
  
  
  3. Regarding the placement of the new outlet, the company initially asked me where I thought it should be placed. After discussing a couple options closer to my property line fence (away from the house), the company decided to place the outlet 2 feet from the house on a slant towards the house. At the end of the job I asked, "is this safe and is the water going to pool against my house?" the company replied, "there's no way to know, we'll just see when it rains" and then moved one of my decorative rocks and some dirt against the house to block (anticipated) water pooling.
  
  
  4. The company did not respond to the sprinkler that they broke with urgency. I informed the company about the broken sprinkler on Oct 25th. To look at/diagnose the broken sprinkler, they scheduled me for Nov 1st, cancelled on the day of the appointment (Nov 1st) and rescheduled me for Nov 4th. They again cancelled on me the day of the appointment (Nov 4th) and rescheduled me for Nov 6th and finally showed up. The company then scheduled the sprinkler repair itself for Nov 14th, which they neither showed up for nor called me. I called and texted repeatedly after the time window had expired. 5 hours later, I got a text saying that they were rescheduling me for the next day (Nov 15th). At this point, I requested a refund from the company. They declined a refund, so I proceeded to seek intervention via the Better Business Bureau.
  
  
  
  5. I was not okay with the way my backyard was left after the inspection of the broken sprinkler on Nov 6th. In fact, I contacted the company immediately and asked about the multiple holes left in my backyard as well as the drainage pipe they left hanging off of my downspout. I was especially concerned because of the rain that was forecasted that week. The company said the holes weren't a concern (they ended up filling with rain later that week), and they ignored the multiple questions about the hanging/disconnected downspout drain pipe.
  
  
  
  As mentioned previously, I would like a refund. With the unfinished work and the multiple reschedules, my backyard is worse than when it started and I will need to pay another vendor to repair/finish the work.
  
  
  Thank you.

  
  

  Business Response

  Date: 12/02/2024

  Please have customer upload screen shots of camera of how many times we called him to come out for the process of what we found or were doing. Customer is mostly upset for not doing free thing for him as in. Cleaning his gutters, fixing broken sprinkler valves and flooding that happen 20 feet **** from were we dug 

  Customer Answer

  Date: 12/08/2024

  I am rejecting this response because: the company's latest response did not address anything in my previous rejection.

  Please refer to the very detailed message previously sent that includes dates and all pertinent information. I am not asking for free work. I am seeking a refund for the work that I paid for and that wasn't done/incorrectly done.

  
  

  Business Response

  Date: 12/09/2024

  Nothing was done wrong here besides accidentally broke a sprinkler which took full responsibility for and said we would repair it. We made an accident on the schedule and had the customer scheduled for the next day which he couldnt wait. When he called when we were out of an area with no reception. So we didnt see his message until. I had reception again. The rock was moved to access old drainage. When we returned to inspect for broken sprinkler. He didnt mention of he wanted back in its place. His whole back yard is out of level. If he doesnt hire someone to level his home it wont matter where the drainage is itll run to his foundation. Customer is aware of this. 

  Customer Answer

  Date: 12/16/2024

  Many things were done wrong besides the broken sprinkler (see prior responses). But even if the house needed to be leveled to install the drainage (which it does not), the company didn't mention this during the project.

  The company only took responsibility for the broken sprinkler after some back and forth. It is assumed that items moved around to do the work (e.g., the rock) would be placed back properly when the workers leave for the day. The accident on the schedule was one in a string of many cancellations and reschedules (see prior responses).
  
  I will again request a refund.
  
  Up to this point, I have provided detailed explanations of the situation, as well as full and concise responses. But it is becoming more and more clear that this dispute will not be resolved without more proactive mediation. As such, this will be my last response through this roundabout format with the company. I am more than happy to respond to any direct messages from the BBB for clarity on the matter or next steps.