Complaints

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• Initial Complaint

  Date:10/12/2023

  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.

  In April 2023 Prestige Landscapes LLC poured a concrete patio at our home. Less than 48 hours later we had cracking on the concrete. *************** who is the owner of this business and who we signed our work contract with, came over to inspect the work and I showed him the cracks. He told me that the cracking should not have happened and that they would repair. I have an email from him stating that they would repair the cracks. He explained to me that he wanted to wait a few months to see if any other cracks developed and then they would come back to do the repair under warranty. I contacted *** throughout the summer via email, text and phone calls. I have made dozens of attempts to contact him. Only twice has he contacted me back saying that they would get us on the schedule to do the work at the end of the season. The last time we made contact with him was the week of 9/25. He explained he would have his partner *****, who did the concrete work, come out in the next few weeks to do the warranty repair work. We have contact *** multiple times since then to see when exactly ***** would be out and he will not return texts or voicemails. The last time I left a message for him was 10/7 and told him I expected that I expected the work to be done by 10/31 before the weather turned for the season and that I had been more than patient with him. The work was done 7 months ago. It should have been repaired by now. I will now have to pay another company to do the repair. I would like to be reimbursed for the cost it will take another company to do the repair work for the concrete.

  Customer Answer

  Date: 10/12/2023

  Please disregard the last attachment, invoice from Tall Grass Animal. That was attached in error.  I have attached 3 photos of the cracks on the concrete which appeared less than 48 hours after the concrete was poured.  I have also attached the estimate from the company that will be doing the repairs.
  
  At the time *************** came over to assess, he said that he may go after the concrete company who poured because he felt like the concrete might be bad.  However the other side of our patio is fine with no issues. Again there has been no effort made by Prestige to fix the issue to date.
  

  This also says "Desired Settlement-Refund".  This was the only option available that matched what I would like from the business.  I would like to reiterate that I need to pay another company to come and fix the cracks.  I would like reimbursement in the cost of $449 which is what it will cost for me to fix the cracks.
  

  Business Response

  Date: 11/02/2023

  We had been in contact with ******************* and her husband ***** since the hair line cracks started.  We had told both of them there is a 1 year warranty on all the work and to use the new patio.  The concrete was installed using a jumping jack,rebar and ****psi concrete. In multiple conversation we told them to wait to see if the cracks get larger, in our contract it states that hair line cracks are not warrantied.  We do this because all concrete cracks in Colorado.  I stand behind all of work and will look at the hair line cracks in the spring   If the concrete hair line cracks get larger with in the year we will replace it.. **** and ***** are great people, we also did work for *****'s mother's house 3 months after we installed there back patio

  Thank you ***************

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20723065
  
  I am rejecting this response because:

  *** you had told us that you would be out this fall to do the work on the crack filling. You stated that multiple times. When the cracks initially started 48 hours after the concrete was poured you said Lets give it a few months to see if they get bigger and we will come out to either do a repair or re-pour. The last conversation you had with *****, my husband, in August was that you were doing all of your warranty work in October and that you would get us on the schedule to repair. When we both followed up with you to ask when we would get on the schedule you never responded. For the entire summer you always told us the cracks would be filled this year not in ****. Unfortunately we did not record those conversations which I regret now.  When you when we never heard about scheduling, you never return phone calls or text messages.  We ended up spending $449 dollars to have someone fill the cracks. After multiple estimates and recommendations it was strongly advised that we do it before the winter this year. With no response I decided to move on and have someone else do the repair work for us.  As you stated we are good people and wanted you to honor what you verbally promised and committed over email to us.  I am requesting the amount we spent to get the cracks filled by the company that did the work. The paid invoice is attached.

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

  Customer Answer

  Date: 11/02/2023

  I would like to add, there were some cracks we repaired in the driveway which were not a part of Prestige Landscaping's work at our home which we had taken care of when we had the back patio repaired which is a part of the invoice I have attached and noted on the invoice.  I would like to be reimbursed for the repair work, excluding the cracks in the driveway which was estimated at $49 for that fill to be done.  

  I also want to add that as *** stated, he did quality work.  That is not the argument.  We were very pleased with what was originally done by *** and his crew.  The cracks that occurred were an unfortunate, unforeseen issue that upon inspection of work, *** agreed to take care of.  That was not done so I had to have someone else do it in order to avoid water collecting in the cracks this fall and winter do to rain and snow that had already occurred.  The amount I am asking to be reimbursed is in lieu of having him come back out in the Spring of **** which I don't think would happen anyway.  There is no reason he would have the need to avoid contacting me to perform warranty work.  Reasonable and timely follow up from the company that committed to do repair work is expected.  *** has only made promises that he has not kept as far as warranty work is concerned because he is not getting paid.  I was very patient, understanding that the summer and early fall were very busy for him.  When he told us that he would be performing warranty work in October, we expected this work to be completed which is was not.