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:11/01/2024

  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.

   
  Complaint: 22501395
  
  I am rejecting this response because:

  1. Business stated I dug holes to move sprinklers. PROBLEM: Business was asked to install curbing to follow my installed metal edging because my sprinkler heads were just inside the metal edging. See attached photo: Curbing error. Some curbing was installed as much as 12 inches into the yard which impinged on my sprinkler heads. Not sure why they went that far into my yard. I had to move two heads BECAUSE OF THIS. The curbing was installed over the edge of the sprinkler head which impeded its function. In the area where the sprinkler heads were moved, there is no cracking. No other area was "Dug up" around the yard. Come and look.

  2. See photo: "no sprinklers". Our second contract was 6/4/2020. This job was done in my side yard where there were river rocks. WE HAVE NO SPRINKLERS THERE. The nearest sprinkler head is 20 feet away from the end of the walkway. How could the warranty be voided when I did not even have a sprinkler system there? 

  3. I have contacted the business more than 9 times over the last 42 months to ask for warranty service. They led me on for 42 months. They never gave a straight answer until last month.  The answers were: "I'll let the owner know", "Please resend your pictures", "We are very busy now", "We do our warranty work later in the year and we will let you know, etc. I have an email trail and phone log. Now, after 42 months they said I violated the contract.
  The business also stated I had used my sprinkler system too close to installation time. Not true. 

  4. The cracks in the installed edging are large and the curbing is separating. There are approximately 15 cracks. Some pieces have broken off.

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

  Business Response

  Date: 11/13/2024

  This is in response to the customers' complaint.
  We have received multiple emails and voicemails regarding the concerns and issues. We have replied accordingly. Unfortunately, this customer has voided his given warranty and here is the detailed explanation supporting this.
  To begin, we received a call, immediately following the installation of the concrete borders, that the customer believed that we had damaged his sprinkler system. Our Owner went to the property, the following day,and confirmed, with the customer, it was agreed that this was not any damage caused by L&B's. Our Owner noted that the customer had turned on his sprinklers,prior to the required *****hrs window requiring them to remain off, clearly stated in the signed contract/documentation. He also noted that the customer had dug underneath the newly installed fresh concrete, in multiple areas. Clearly, this would disturb the uncured concrete and could be the cause of any cracking and shifting. In addition to this, we were completing a walkway for this customer shortly after, and the crew notified us that the customer was doing work all around/near the concrete borders.
  As per the customers received documentation, we clearly state,that any activity near the newly installed concrete, is strictly discouraged.
  
  Any sod laying, sprinkler and landscape work can be started ***** hours after installation; however, caution must be taken as shovels, picks and wheelbarrows can damage the curb for several more days, while it is still curing. A full cure requires 28 days.
  
  In closing, the last email that we sent clarified L&Bs stance on any warranty work to be provided, as stated below. We uphold our provided warranty to all customers, that uphold their end of the contractual agreement.
  
  Cracking -We take every precaution to prevent cracking. Concrete curbing, like any other type of concrete, can and will crack. We experience very little cracking in our product. Some minor cracking is industry standard and will not warrant replacement of the concrete edging. The determination of whether cracking is normal will be solely determined by ****************

  
  Thank you for your time.

  Business Response

  Date: 12/02/2024

  Our response remains the same and will not be altered.
  

  The customer knowingly turned on his sprinklers, breaching his contract, therefore, nullifying any attached warranty.

  The customer has been made aware of this.

  This will be our final statement.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22501395
  
  I am rejecting this response because:

  The sprinklers had nothing to do with the curbing cracking after 8 and 10 months. The lack of proper tamping and low quality materials and installation was problematic.
  Merchant is wrong.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/09/2022

  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 paid $1880 for new borders and enhancer and sealer on my borders that were installed previously. The concrete was poured on July 8th. They demanded payment immediately following for the entire invoice. The 2nd check cleared the bank on August 5th (the first was lost with **** and not received until the 8th). I called on the 15th and the 22nd because no one was scheduled to apply the sealer and enhancer even though I was told that would happen 2-3 weeks following the pour - and it had been 5 weeks. The crew came out to apply the enhancer and sealant on August 30th. When sold the enhancer I was told it would bring my borders back to the original look. The product they were applying had no color variation in it as expected so I asked the crew to stop so I could call the office. While I was on the phone with ****** at the office to clarify what the product should look like, the crew left and has not returned. I have since contacted the office multiple times to find out when they would come out to complete the job. They are refusing to do so without charging additional fees. I did not ask the crew to leave - I asked them to stop so I could verify the correct product was being applied. I would like a full refund and I will find someone else to finish the job or they can finish applying the enhancer and sealer that I have already paid for 6 weeks ago without additional fees.

  Business Response

  Date: 09/20/2022

  We are in the process of rectifying this with the customer.

   

  Thank you

• Initial Complaint

  Date:09/08/2022

  Type:Order 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.

   
  Complaint: 18001763
  
  I am rejecting this response because:
  

  This is NOT a duplicate complaint.

  L & B damaged the front yard and the backyard.  One complaint is for each.  They did so much damage, and had different issues with each, that the complaints had to be separated as per a limit to the characters allowed in the complaint.  Should they benefit and I be punished because they did excessive damage above and beyond the BBB limitations?

  Pictures were provided for each, and many more exist.

  They are literally benefiting by doing as much damage as possible due to the BBB's limitations, and convoluting the situation to scale back their responsibility.  I submit that the backyard and front yard are different in issues - AND these issues were NOT submitted in the other complaint.  Therefore, it cannot be a duplicate by definition.

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

  istake and they made enough room for a drain -They were unable to reestablish the curve, depth, or path to the side 2) Obliterated the side of my house -Again, they didnt want to move my sprinkler -And cut into my pathway, making it difficult to remove my trashcan -They breached into my neighbors property line.Ive been back and forth with offers to resolve this issue but theyve been absolutely unreasonable. Theyre now extorting me and have threatened to walk with my money. They claim $900 to fix their mistakes, creating them more revenue. And if I dont pay, my financial loss at this point could be in the thousands. Not to mention my loss of beauty in the yard. Theres a reason they only have a one-year warranty.

  Business Response

  Date: 09/09/2022

  This was already filed under complaint #********, this is a duplicate.

  Thank you

  Business Response

  Date: 09/20/2022

  This is a classic case of the customer knows best. The customer was present at the time of his Prep. He walked it with our crew lead.There was an area that he decided he wanted to change and conveyed this to our crew. They changed it on site and he was very appreciative. We have received MULTIPLE emails from the customer letting us know how we "should" be doing his job. We have tried to reply professionally and respectfully, that we,in fact, do know this business, being in the industry for 22 years.

  Our owner,as good customer service, had stated we would come back and modify one of the areas, at no charge, prior to his installation. This of course, wasn't going to be enough. This is a very basic, 101 job, that had nothing complicated about it. We're not sure how he came up with the amount of $900 to fix the mistakes, when the entire job isn't much more than that? We stated there would be a trip fee assessed, in order to make the changes that he was requesting, if not, the project would be installed as our crew prepped and believed it should have been installed from the start. The only reason that an upfront payment was even suggested was due to the fact that he blatantly stated/threatened that if he wasn't 100% satisfied with the final product, he would dispute his payment and loge complaints. Clearly, we have no faith that the customer would uphold his end of the contract and will pay his bill in full. With regards to the moving of sprinkler heads, this is something that we do multiple times in a day, at almost every project and never adjust a line to avoid moving them. That's an absurd accusation.
  

  I have attached the signed documentation, with regards to his concern about the line that our Designer/Owner painted and what was trenched by our crew. Please see that section in the attached Welcome Kit.

  It's quite apparent that nothing we could say, or offer to do, was going to appease this customer.

  Please note, to date, the customer has not yet paid in full for the Prep work that was completed at his project.

   

  Thank you for your time.

  Customer Answer

  Date: 10/05/2022

  Rebuttle:
   
  Emails dont lie, but L&B? Among the untruths: no one said 100% satisfied, and I had the crew fix a mistake, unbeknownst to the others: the orange lines and pictures dont lie, but L&B? This is a case of L&B cutting too many corners. I want them to finish the job per the contract, but they wont unless I pay to fix their mistakes. Emails show L&B angry and obstinate, and I tried to work with them. 
   
  L&B prepped the wrong area, laid a inch of powder on my weed block, then wet it for a base. They expected to lay borders on grass and dirt. They promised a Trench and showed gravel, which they didnt do. Everyone knows you need a base in the ground. Everyone except L&B. 
   
  In their response, and emails and declaration I submitted, L&B ADMITS 4 things: 
  1. Demanding cash up front to finish the job 
  2. Making mistakes 
  3. Charging for sprinklers that were included 
  4. Raising charges by 30%: $250 per area x 3 and $150 for sprinklers to finish the work 
   
  These acts are a breach of the contract. 
  I want them to do the work they promised, but they abandoned the project, and now Im doing their work. BTW, I gave them cash on the prep day, which was worth more than their haphazard efforts. The owner wasnt here and didnt look at the mistakes, so how can he be a witness? We have two witness every time. 
   
  Declaration of ***************************: 
  I was present all three days L&B arrived, the owner was not. ******* offered to do the sprinklers, but we were told they were included. He did the work anyway. ******* was busy during prep but went out once for instructions and once to find a mistake. L&B laid the prep in the wrong areas. L&B moved the sprinklers to the wrong area. The owner was oblivious to instructions and lost the one day he arrived distracted and dazed. L&B didnt dig into the ground as per what we were shown. L&B didnt use gravel as we were led to believe. I have seen the damage done, and understand it will cost nearly a thousand dollars to fix, if not more to replace the grass.