Complaints

This profile includes complaints for Black Diamond Paver Stones & Landscape, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Black Diamond Paver Stones & Landscape, Inc. has 4 locations, listed below.

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  Black Diamond Paver Stones & Landscape, Inc.

  1975 Hamilton Ave Ste 5 San Jose, CA 95125-5630

  
• 

  Black Diamond Paver Stones & Landscape, Inc.

  100 E Thousand Oaks Blvd Ste 250 Suite 250 Thousand Oaks, CA 91360-8150

  
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  Black Diamond Paver Stones & Landscape, Inc.

  1111 Howe Ave Ste 535 Ste 535 Sacramento, CA 95825-8543

  
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  Black Diamond Paver Stones & Landscape, Inc.

  3 E 3rd Ave Ste 200 San Mateo, CA 94401

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:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We hired Black Diamond for a $64K backyard renovation including pavers, retaining wall, drainage, irrigation, and landscaping. Work began in January 2025. Though several items were incomplete, we were asked to pay the final invoice on 3/8/25. We paid in full, trusting the final walkthrough would resolve outstanding issues.Shortly after, the yard flooded (3/10) due to an uncapped drain. A crew came out, but left the area open and the drainage unresolved. A second flood occurred (3/15) due to missing soil and a broken sprinkler head. On 3/18, we discovered a cut and uncapped irrigation solenoid. The fence-side drain was never connected to the street which caused flooding in the front yard. The street drain was only 5 feet away from the newly installed drain.Crews returned between 3/213/31, but fixes were superficial. They placed landscape fabric and gravel over drainage holes, and a paver was laid directly on an active pipe. Water still pools, irrigation is unreliable, and there are visible depressions and uneven areas throughout the yard from rushed or incomplete work. Additionally, many pavers lack proper jointing sand, making them unstable and prone to weed growth.We contacted customer service on 4/2 and provided documentation. After one additional visit with minimal action, all communication stopped. Despite repeated calls, texts, and emails, no meaningful progress has been made.Resolution Requested: A proper final inspection and remediation. Correction of drainage, irrigation, and grading issues. Repair of depressions and completion of paver jointing. Partial refund for incomplete or improperly executed work. Written confirmation of warranty obligations.We paid in full but have been left with a dysfunctional yard. We request BBB assistance in resolving this matter. *********************************************************************************************************************************

  

  Business Response

  Date: 05/13/2025

  This particular backyard renovation was largely completed to the customer's satisfaction, and payment was made in full prior to the contractual completion date. At the time of final payment, the only remaining item was the sourcing and installation of a 15-gallon tree. Our team made multiple attempts to locate a suitable treeboth independently and alongside the customer. When one could not be located, we offered a refund. Ultimately, the customer sourced the tree, and we installed it as agreed. We informed the customer that the labor for installation would be deducted from the proposed refund.

  We also addressed minor punch list items as they arose, including adjusting drainage as requested (connecting a pop-up drain to the street at no added cost), removing a live but unused irrigation valve, uncovering sprinkler heads inadvertently covered during sod installation, and correcting other noted concerns. Excessive watering, which is common and necessary during the establishment of new sod, may cause temporary pooling or minor flooding until root systems are fully developed and watering schedules can be reduced. Regarding jointing sand, our crews applied it at installation; however, we were not informed of any post-installation settling until this complaint and remain willing to revisit and resolve it.

  We regret any miscommunication or unresolved expectations and are committed to working toward a resolution. Our goal is, and always has been, to ensure the customer is left with a functional, attractive, and lasting result. We welcome the opportunity to schedule a final walkthrough and address any outstanding concerns within the scope of the contracted work.
  

  We look forward to re-engaging with the Baltezores, to enable us to address any outstanding issues to their satisfaction

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23288349
  
  We formally reject this response for the following reasons:
  

  1. Despite Black Diamonds response made to to the Better Business Bureau on May 14, 2025, as of today, May 21, 2025, we have not received any follow-up or communication from Black Diamond directly. We have made multiple attempts to reach out to the company to resolve this. The last correspondence from the company was on April 21, 2025, at which time we were informed that a representative would be scheduled to conduct a final walk-through and address all our concerns, to include discussing reimbursement for the tree that we sourced ourselves. No such appointment was scheduled, and we were subsequently directed back and forth between two different offices without resolution. Since April 21, there has been no communication from Black Diamond outside of this BBB platform.
  

  2. At the time of final payment, there was still at least a week's worth of work that needed to be complete: the paver walkway was incomplete, approximately 300 square feet of sod remained uninstalled, and almost entirely the right side of the yard still needed rocks placed. These facts are substantiated by photographic documentation provided via the Dropbox link previously submitted. As well as delivery and order of the additional material needed to complete the project. Further, significant deficiencies in the irrigation system became apparent only after the final payment had been made, indicating that these issues were not known or disclosed prior to the transactions conclusion.
  

  3. The installation of the tree and the cost of the tree itself are two distinct line items. We dispute any attempt to conflate the two. We are seeking reimbursement for the cost of the tree, which remains unresolved. If Black Diamond contends that a portion or all the cost of the tree has been reallocated toward installation labor, we request specific reference to the original contract provisions supporting such reallocation. Absent such contractual language, we maintain that we are owed a full refund for the cost of the tree.
  

  4. Additional deficiencies have since come to light, including improper or incomplete application of joint sand and multiple instances of uneven terrain and holes in the sod installation. These defectssome holes measure nearly four inches in depthwould likely have been identified and addressed during a final walk-through, had one taken place as promised.
  

  This matter can no longer be characterized as mere miscommunication. It now constitutes a sustained lack of communication and failure to perform on the part of Black Diamond. Despite repeated good-faith efforts on our part to obtain resolution over the past month or so, we have been met with delays, negligence, and ultimately compelled to involve a third-party agency in order to seek redress. Black Diamond is welcome to call us to resolve these issues and close out our final walk-through. As stated before, we have made many attempts to coordinate this and it has not happened.

  We want to re-emphasize that we want a completely different team and project manager to do the walk-through with us. We have lost confidence in our original project manager with the subsequent issues and lack of resolution.

  Thank you,

  ***** *********

  **************

  

  Business Response

  Date: 06/10/2025

  We appreciate the opportunity to respond further to the Baltezores concerns and acknowledge their frustration regarding the ongoing issues. We want to emphasize that it has always been our intention to follow through on the remaining punch list items and ensure the project is completed to a satisfactory standard.

  
  Following our initial BBB response on May 14, 2025, we made multiple attempts to reach the customer by phone but were unsuccessful. We later confirmed via email that the contact number we had on file was incorrect. We now have the correct phone number and have re-established direct communication with the client.

  
  Our proposed course of actionwhich was communicated via email and acknowledged by Ms. *********** as follows:
  Our Client Support team will schedule a site visit with our Field Technician Manager (**** ******).  This manager will be accompanied by the original crew lead (******).
  Together, they will meet with the customer to formulate and document an agreed-upon punch list, ensuring all concerns are clearly captured.
  Once the punch list is finalized, we will promptly schedule the necessary repairs and adjustments, with every effort made to complete the work as soon as practically possible.
  We understand that the client has requested a different project manager for the final walkthrough and we acknowledge their concerns. We believe it is in the best interest of accuracy, accountability, and resolution to include the Field Technicians Manager, Tino , who has the experience and authority to oversee the remaining work and ensure proper remediation. That said, we are open to including an additional oversight member from our leadership team if that would help restore confidence in the process.

  
  We remain committed to honoring the scope of the original agreement, addressing any defects in workmanship, and providing a written summary of warranty obligations once the project is closed out.
  We respectfully ask that the Baltezores allow us the opportunity to complete this process so we can bring the project to an appropriate and timely resolution. 

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/16/2024

  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.

  Black Diamond had started work on the hard/landscape project in December 2021 and it remains unfinished. Ive outreached to the company with little success. The last project designer was not able to locate the required boulders and suggested in April 2022 that I make the final payment and he would return to install the boulders once he locates them and to correct the shape of the Anglia edger at that time . However, he left the company mid-July 2022 before completing the project. Since then, I had sent periodic email and voice messages to the project coordinator inquiring about the project status/progress with no response.On 06/19/23, the coordinator emailed me that he had talked with the *** about the project and the *** had asked to have a specific associate meet with me so they can finish the project. The coordinator also wrote that he would work with the associate to schedule a crew to finish the project if necessary. I met with the associate on 06/27/23 to go over the plan. An 08/16/23 email from the coordinator regarding boulder selection was the last communication I received. Work on the project did not happen and the coordinator did not respond to my follow-up emails. Subsequently I wrote to the *** on 02/28/24, requesting his assistance to facilitate the completion of the project. I have not received any communication from him or the company. The project needs to be completed as depicted in the design submitted by the original designer. Outstanding work includes (1) correcting the shape of the edger, (2) replacing the entire piece of artificial turf that's right up against the edger, (3) locating and installing the boulders, and (4) replacing the dead plants caused by the improperly installed drip irrigation system.If Black Diamond cannot complete the project within a reasonable timeframe, I would request they reimburse me for the cost of hiring another contractor to finish the work.

  

  Business Response

  Date: 05/02/2024

  We have contacted the client and are in communication with her to amicably resolve this matter.  We have already met with her in person to discuss her concerns and we are working on a solution now.

• Initial Complaint

  Date:10/05/2023

  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 signed a proposal and home improvement agreement with Black Diamond *************************************************** 09-19-22. ***************************** was the design specialist for Black Diamond Pavers. The design was done wrong. There was a significant slope from the top of the yard to the bottom. The putting area of synthetic turf was to high up on slope making the putting area of 2 of the 3 putting hole unusable. The top portion of the synthetic grass approximately 8x12 was supposed to be synthetic grass approximately 1 high for the dogs to have an area to lay on. This was not done. Instead the day laborers who didnt speak English kept working so I contacted ***************************** on his cell phone and explained that none of the workers spoke English. ******* came to my house and said, I dont speak Spanish. I later found out ****** was supposed to be onsite the entire time the workers were there. ****** was there one time to repair leaking pvc sprinkler pipe that was leaking. Black Diamond Paver &Lamdscaper refuses to make any repairs unless I sign a docu sign agreement to no negative social media reviews, or BBB complaints. I refused to sign this document so Black Diamond Pavers wont *********** done wrong. I filed a complaint with CSLB against the Company/ Owners of the company. According to the *** it is against the law for Black Diamond *********************************** to require NO negative reviews as long as they are truthful and professional.I just want project done correctly. Contract design page left blank. ********************** is the design specialist. If Black Diamond wont fix issue I asked them in email to ******* located in ********** ** office to refund my payment made in full in 3 different payments.

  

  Business Response

  Date: 10/17/2023

  We have attempted to remedy the situation with the client. The changes that she would like to make are design elements that were not part of the original scope of work. After the project was completed she signed a quality review and approval form. We have repaired all items that are covered under warranty. If there are any other items that are covered under warranty that the client would like us to address that they have not mentioned to us before we can take assist with those as well. We will continue to work directly with the client to come to a resolution.  

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20692275
  
  I am rejecting this response because:
  owner did not respond in writing via email. Just 2 phone calls to me on 10-17-23,10-18-23, 10-20-23. Nothing resolved during the phone conversations. I told him that I have another company to remove and have project done correctly. I told him Id like my money refunded back to me. I havent heard back from him.

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

  **************************

  ********* ** 94533

  ************

  My mail was put in the wrong mailbox and my neighbor just gave it to me 10-27-23. I apologize for the delayed response.

  Complaint ID ********

   

  

  Business Response

  Date: 07/08/2024

  We worked with the client directly and came to a mutual agreement in December 2023. The client is satisfied with the agreement and this complaint has been resolved.

• Initial Complaint

  Date:09/19/2023

  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.

  Patio was installed in the fall of 2018. I selected the business based on positive reviews and their 27 year warranty to stand by their work. Unfortunately the patio has been a continuous issue and dealing with Black Diamond has proven impossible. They are not honoring their installation warranty which was a major reason why I selected them. Over 4 years the patio has failed 4 times showing that they either don't understand how to fix the issue, or don't want to. The first time they repaired it with an unqualified crew was used and it results in lots of broken stones. After failing to get them to respond, I wrote a yelp review which to their credit after that they did re-do the repair in exchange for me taking down the yelp review.However it failed again within 6 months. After many attempts to contact them i gave up. By August 2022 the patio was much worse. They came back in Oct 2022 to repair and laid a thin layer of cement under the patio By Feb 2023 the patio has failed again, and this time worse than the other times. Since then I have been attempting to get them to come and repair, without success. They did finally send a crew to my property for 2 days and have left the property with a partially removed patio, meaning we can not use our pool anymore and the pool can't be cleaned or serviced. They claim they can not get to the back yard to continue but I've pointed out many times they can. I've made a huge number of attempts to contact them but am being ignored. I've asked to speak to the owner who has approved the repair but ***** has not called me in 3 weeks. They appear to attempt to delay repairs in the hope that their customers accept a poor job. Made worse, is the stone is no longer available, so any future repairs will mean that I need to remove and replace my entire patio to get a matching patio.At this point I do not trust Black Diamond to repair the work and request a refund for the patio installation so I can hire a reputable company.

  

  Business Response

  Date: 09/29/2023

  We scheduled to return to start the repair. During that time the client had another project started which included demolition and obstruction to the original path to the backyard. The client had told us that there would be work during this time; however, it was not properly understood that this original path would be permanently closed off. It was deemed a safety hazard to enter this way. He told us that we could enter through the other side of the property; however, this path is uneven with stepping stones. We are currently working with the client to find a solution to make this path usable. We will continue to communicate with the client. 

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Black Diamond was contracted to redo our backyard and lay pavers and a firepit 6 years ago. Part of their value proposition was a life-time warranty.Over the years pavers have moved and polymer seams broken up. We reached out for warranty work in mid 2021. It took several months for somebody to come out and make an assessment. It was agreed that the work would fall under warranty. A crew was scheduled to come out but never showed up. That has been going on now for 12+ months. We call to follow up, get some attempt of explaining why nothing has moved forward, promised to schedule a crew, and nothing happens. Twice now somebody showed up to take a look and promised to come back. This week again I was told that "****" would come on Thursday (8/10) between ****am and do the work. Nobody showed on Thursday but on Friday afternoon two guys showed up, took a look and discussed what needed to get done. Promised to come back Saturday (8/12) morning around 9am to repair - no show again. All we would like is for a crew to be scheduled - actually show up and complete the required repairs.

  

  Business Response

  Date: 09/01/2023

  We completed this repair on 8/14. After becoming aware of this BBB complaint, we reached out the client directly. The client is satisfied with the repair work done and has noted that they have reached out to the BBB to remove the complaint. 

  Customer Answer

  Date: 09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/22/2023

  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 contracted Black Diamond to replace a retaining wall that had stood for 57 years. They replaced it with a similar material, cinder block, and the retaining wall is already leaning and separating from the stairs. The assessor from the company came out for an inspection and agreed that the wall was not constructed properly. I spoke with the ************************ and was told they will not provide any repairs or reinforcements to the wall. I paid roughly $30,000 for the job, and they want to charge an additional $10,000 for the repairs for their faulty work.

  

  Business Response

  Date: 09/01/2023

  The wall has a 1 yr warranty.  We are going to work with the client on a solution, but the product is definitely out of warranty service.

  ***************************

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 contracted with Black Diamond Paver Stones & Landscape to install pavers on 04/04/2019. The project was finished on or around 05/19/2019. We paid $7998.00 for the work. On 12/23/21 I contacted the company to let them know we were having issues with water pooling up on the pavers and flooding our lawn area. I heard back on the same day and sent pictures I had taken of the flooding. I was told Eric would contact me. I didn't hear back from anyone. I contacted them again on 7/15/22 to report two issues: 1. To see if they could send someone out to find out why we experienced flooding in 2021. 2. The tree roots were lifting up the pavers in various locations. The contract states demolition of the existing surface was required and the selected area needed to be cleared, graded or leveled by Black Diamond Paver Stones & Landscape. There was an existing tree and the roots were close to the surface. The contract states they provide a 27 year warranty against installation defects. The warranty does not specifically state it does not cover root damage. After over 32 emails and having to constantly follow up with the company, I was told the roots are not covered because they are considered an Act of God. I'm not sure roots would be considered an Act of God. The legal definition of An Act of God is, a severe, unanticipated natural event for which no human is responsible. Black Diamond Paver Stones & Landscape knew there was a tree there. The contract states they would demo the existing surface and that the existing area needed to be cleared, graded or leveled. Clearly that was not done. Had it been done, we would not be in this situation. They also have not responded as to how they will rectify the flooding situation, even though the person that inspected the damage stated the pavers slope in the wrong direction, away from the existing drain. I have the original contract and pictures of the damage if you would like to see them.
  

  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 9, 2022/10/28) */
  We sincerely apologize for the confusion and miscommunication. As it states in your contract, "Acts of God and nature related issues." are not covered under our warranty. Tree roots are a natural intrusion & not an installation defect, therefore would not be covered by the warranty. Furthermore, roots are a standard "discoverable" item. This means that they can not be reasonably accounted for during contracting, and they have to be adjusted for, if found throughout the installation. Once roots are discovered, it is our written policy that we charge an additional $2 per square foot of the affected area to remove the roots. As the client does not have a change order for this in his contract, it was not included in his demolition because roots would have been below the field of excavation. Thus, his demolition was done per his contract. Black Diamond stands behind their warranties, as clearly stated in the signed contract. We are sure you can understand that if Black Diamond began warranting all hardscapes affected by acts of God or nature, in this case tree roots, we would quickly be forced out of business - which is why they are not included in our warranties.
  
  
  Consumer Response /* (3000, 11, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Under the section: TWENTY SEVEN-YEAR INSTALLATION LIMITED WARRANTY, my contract does not include the verbiage, "Acts of God and nature related issues." My contract states "Acts of God or defects over which Contractor had no control". If roots are considered nature related issues, then those are not excluded per my contract.This business has pictures of my contract to reference, which I previously sent to them.
  
  
  Business Response /* (4000, 17, 2022/11/18) */
  Yes, as you can see the warranty includes a statement about external influences. Roots are an external influence that the contractor has no control over and not an installation defect. Naturally, if tree roots were to crack a foundation or crack someone's concrete walkway or driveway, no one would expect the concrete contractor to replace the walkway or driveway. If roots were to invade a sewer drain, you wouldn't ask a plumber to replace your drain for free. Paving stones are just the same but the good news is that you don't have to reinstall the whole paver stone area, just those affected by the tree roots, and we are happy to do so for a fee.
  
  
  Consumer Response /* (4200, 19, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We ended up having another company pull out the pavers and repair the root damage. It was evident that Black Diamond did not grade the area and they used incorrect base material. Even the arborist mentioned they should have allowed for more depth and having done so, they would have encountered the roots during excavation.The concrete was poured directly on top of the roots in some areas. We were never offered the option to pay to remove the roots and were never told that root damage would be excluded. It seems extremely convenient to not specifically exclude something, but to refuse to cover it, claiming multiple different reasons why, as they are challenged. Black Diamond also never made an attempt to repair the pavers that are sinking in other areas, the paver that had become separated from the concrete boarder or install the drain as promised by the person that comae out to inspect the issues. We will never use or recommend Black Diamond again. It is very disappointing they chose to handle the situations the way they did. Our previous experiences were good from this company, but maybe they have just become too big to care about their repeat customers with warranty issues. I makes me wonder, what is the point of a lifetime warranty, if it is not honored?
  
  
  Business Response /* (4000, 21, 2022/12/02) */
  We have spoken with the client and taken care of the portion of the project repairs not related to roots. They are satisfied with the resolution.
  
  
  Consumer Response /* (2000, 24, 2022/12/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)