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:07/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Through Thumbtack.com, on May 27, 2023, I contracted for landscaping with ***************************************************** Design. The agreed upon price was $8,000. I had quite a few problems with this company. I sent requests to fix these issues twice but have had no response. I contracted for river rock in front of my house to match the same rock just smaller. Owner agreed to bring me samples but didnt. They installed the wrong rock. I had to go with him to the place he purchased the rock. I showed him what I wanted. If he had just brought me samples as agreed this all could have been avoided. They were to Install a flagstone *************** out to my front gate. I had said that it should be rounded out. Parts are still straight. My understanding was they were going to come fix it; they never returned. Also, one of the flagstones came off. I sent him photos & have contacted him twice to come & fix it but he has not responded. (See photos.). They were also supposed to install the downspouts under the flagstone. They only did that on one of the downspouts. (See photos.).They agreed to put together four raised garden beds, put in the filler & then the clean garden dirt. The owner agreed to all of it. They did not follow directions I gave them as to materials; no wood chips in the bottom or put in mulch. Instead of using clean dirt, they put in the dirt/grass that was taken out of the front to put in the rocks. It was full of ************** It was NOT clean dirt. One morning the company came & started removing all their equipment. When the owner arrived, he told me the job was more than they could handle & admitted it was his fault for underbidding & not understanding the full scope of the work. After discussions, he did come back to work. Very unprofessional.I have received a quote of $1000 to fix the problems. I would like this company to either fix the issues or pay me the $1000 that I can use to pay another company to fix the issues.

  Business Response

  Date: 08/01/2023

  Hector  

  Attached is in writing the description of the work to be done in the Estimate emailed to the costumer, we received a payment of $8,700 not $8,000. because we agreed to put together the veggie beds, add bio compost and garden soil.

  Also have a video/audio of the costumer approving the flagstone patio lay out, for privacy purposes I cannot uploaded it in the site.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20333837
  
  I am rejecting this response because: It does not answer the issues brought up:  

  The stone that has broken off did not happen until after the job. They need to come back and fix it. (see original photo.)

  A drainage pipe was not installed under the flagstone as was done on another drainage tube. (See original photo.)

  Making the patio rounded off was discussed and I was told they would come back to fix.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/03/2023

  Also, the invoice sent by the business is the original invoice that had changes. See attached for the actual invoice

  Business Response

  Date: 08/16/2023

  as we can tell not in the estimate, or the Invoice is mentioned any downspout, we can go and fix the loose flagstone piece not a problem, and she already agreed in the audio video the final layout of the flagstone.

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20333837
  
  I am rejecting this response because:  You did agree to do both downspouts.  You did the one, but not the other.  Why would you do one and not the other - you agreed to do both.  I will accept  you not fixing the rounded out patio, but the downspout is a problem - it is probably why the one piece cracked off.  It runs to it.  If you don't fix it, other flagstones will probably break off as well.  And fix the broken off flagstone.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/31/2023

  Some items have stilll not been addresses.  Specifically, putting the downspout under the flagstone as agreed upon.  It was not done. 

   

  PHOTO A:   The company actually cut out the flagstone as if they were going to do it, but didn't follow through.

  PHOTO B:    Another piece of flagstone has now come off.  That makes two pieces that need to be fixed.  According to their BBB response, they agreed to fix that one, now they need to fix the two stonnes.  I haven't heard anything from them to schedule.

  PHOTO C:    I think the reason they are breaking off is because the downspout is draining on them; loosening them.  If I put the downspout in the middle of the walk, it creates a tripping hazard.  

  They still need to address the issue of burying the downspout under the flagstone to prevent more damage and possible accidents.  If they don't, I will have to take them to court.

  Customer Answer

  Date: 08/31/2023

  As far as the invoice and the ddownspout, this company DID bury the other downspout and agreed to bury the other.  We discussed it at length.  The fact they did agree to do one shows they should have done both

  Business Response

  Date: 09/19/2023

  We deliver what was promised in the estimate, we wrote down what is going to get done and what we charge for, we agreed to buried the downspout FREE of CHARGE because it  was on our way, and in the same verbal agreement  we told her if the other downspout is on our way when doing our job we will buried, it was not on our way, and I have a video and audio of her approving the layout and everything else before we started doing the cement joints in the flag stone. It cannot be uploaded here for privacy matters. 

  Customer Answer

  Date: 09/27/2023

  The complaint has  not been resolved. 

  Downspouts:  When we discussed the 1st downspout, I asked about the 2nd one and was told they would bury it as well, He said, "of course". Their statement: "In the same verbal agreement  we told her if the other downspout is on our way when doing our job we will buried, it was not on our way," is not accurate.  As you can see in the photos, they actually cut the flagstone to bury it and didn't follow through.  The manager ws not always on site to manage the work.  Perhaps the workers didn't know.  Because it wsn't buried, the water from the downspout is causing some of the flagstones to break apart from the path.  See photos.

  The flagstone is coming apart - pieces are falling off.  I was told that "of course" they "warrantied their work".  When going over the job in the beginning, they promised to come back if there were any problems.  I hold them to their promise.  I think they just don't want to because we had so many problems. 

  I am dropping the request to make the patio round as discussed.  I can live with that.  But the rest needs to be completed before i agree to drop this.