Complaints

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• Initial Complaint

  Date:05/05/2025

  Type:Order 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Let me be very clear: the workmanship on this project was substandard from the start, and your response not only attempts to deflect responsibility but completely misrepresents the facts and the sequence of events.
  
  First, while the project was completed in 2020, the issues did not arise because of normal wear and tear or the *** ******* climate. They arose because the job was poorly executed from the outset. The veneers on the steps began to fail well before any reasonable life expectancy, and your team’s own contractor had to return shortly after completion to redo the top landing—clear proof that it was not done correctly the first time.
  
  Second, the top landing is currently deteriorating, not because of climate or usage, but because of shoddy craftsmanship and inferior installation methods. I have video documentation and communication that proves the top landing was not set properly, and even your own representative, whom you sent to assess the issue, confirmed in writing that the veneer and the top step both needed to be replaced—with an estimated ballpark cost of $5,300. That recommendation didn’t come from me. It came from your expert.
  
  Furthermore, I relayed that exact message to Vanessa, including the representative’s findings. So for your team to now claim ignorance of the top step issue is dishonest and misleading. I was under the reasonable impression—based on your contractor’s assessment and my follow-up communication—that both the veneers and top landing would be addressed.
  
  Let’s also be clear about the “kindness” and “appreciation” you cited. Yes, I thanked you for fixing a mistake that should never have happened in the first place—and only after I had to push for it. That’s not a compliment; that’s basic accountability.
  
  The fact remains:
  
  The original work was faulty.
  The top landing had to be redone—twice.
  The veneers failed prematurely.
  Your representative acknowledged both issues.
  You misrepresented the extent of the repair in your response.
  You now refuse to address the top landing, despite your own assessment.
  
  Don’t hide behind a one-year workmanship warranty when the entire structure is failing due to original negligence. A warranty does not absolve a contractor of responsibility for defective installation, especially when it’s documented and acknowledged by their own staff.
  
  
  

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

  talled correctly.
  
  Despite this, the company now expects me to pay an additional $150+ to fix a problem I believe they caused and failed to resolve properly. I find this unreasonable and unfair, especially considering they previously repaired defective veneer work at no cost.
  
  Requested resolution: I am asking the company to take full responsibility and replace or reinstall the top step at no charge. I paid for quality work and should not have to absorb the cost of fixing their mistakes.

  Business Response

  Date: 05/07/2025

  To begin, this project was completed in the fall of 2020,
  nearly five years ago. Last year, *** ***** reached out requesting an
  assessment of his deteriorating veneer. Acting in good faith, we evaluated the
  issue and repaired the veneer at no cost to the client. Through our research,
  we determined that the issue was due to a product defect, not workmanship. The
  product we used had since been discontinued, indicating a flaw in the material
  itself, which is why we repaired it at no charge.

  Following the repair, *** ***** expressed his appreciation,
  stating:

  "I wanted to express my sincere thanks for having
  Russ come out to redo the veneers on the step. I am very grateful for your
  kindness and the attention you’ve shown to ensure that the work was done
  properly. It’s truly appreciated, and I’m thankful for your responsiveness.
  However, I was under the impression that the top step,
  which is also showing signs of cracking and is potentially at risk of falling
  apart, would be addressed as well. The initial mason who assessed the work
  mentioned that both the veneers and the top step needed to be replaced, and I
  referenced this in my previous email correspondence. Given that, I assumed the
  repair would include both areas.
  I also had a conversation with Russ during his visit, and
  he mentioned he would follow up with you regarding the top step. I am just
  following up to see if there are any updates on this matter, as I would greatly
  appreciate having the top step repaired to prevent further damage."

  Per *** *****’s email, sent on 10/22/24, this was the first
  time I had been made aware of an additional issue regarding the project
  completed in 2020.

  After reviewing the situation, I followed up with *** *****
  on 11/19/24 with the following response:

  "Thank you for reaching out regarding your concerns
  about the joints between the bluestone treads at the top of the stairs. We
  replaced the veneer panels as agreed, as they should not have deteriorated
  within 4.5 years of installation. However, the joints between the bluestone
  treads are subject to normal wear and tear. Living in *** *******, exposure to
  the elements often necessitates periodic maintenance, such as removing and
  replacing mortar joints, power washing patios and walkways, and installing new
  polymeric sand. This is a common practice for our existing clients. The cost to
  replace the mortar in the bluestone landing is $450.00 plus tax. Please let me
  know if you'd like to proceed, and I can likely have the work completed before
  the season commences. Thank you!"

  I stand by my assessment that the mortar between the
  bluestone cracks is a normal consequence of wear and tear in *** *******’s
  climate. Additionally, we have no way of knowing how the walkway has been
  maintained over the past five years or what products have been used during New
  England’s harsh winters.

  Following my last email, *** ***** reached out again,
  insisting the issue was due to poor workmanship and disagreeing with our
  assessment. However, per our signed contract, which I have attached, it clearly
  states:

  "BHLD offers a (1) year workmanship warranty from
  the installation date on all paver installations."

  It has now been 4.5 years since the original installation. In
  good faith, if we proceed with grinding the joints on the top landing and
  retooling them, how can we be assured that *** ***** won’t reach out again in
  another few years, making the same claim?

  Business Response

  Date: 05/13/2025

  *** *****, I am not hiding behind
  our one-year workmanship guarantee. We replaced the necessary veneers as needed and do
  not agree with your assessment that the top treads are deteriorating due to
  defective installation. These treads were installed 4.5 years ago, and given
  *** *******’s weather conditions, the joints on the top landing naturally
  require grinding and retooling.

  Again, in good faith, I have offered to grind the joints on
  the top landing and retool them. Once this work is completed, Birch Hill
  Landscape & Design, LLC will not be liable for any future issues related to
  this matter.

  I would like to end this on a positive note for both of us.
  Please let me know if you agree with the proposed work so I can schedule and
  complete it in a timely manner.

  Customer Answer

  Date: 05/18/2025

  
  
  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,
  
  
  
  ***** *****