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:09/11/2024

  Type:Billing 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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  The Business Response is being rejected and challenged. The business is being requested to provide proof and evidence verifying that the Concrete PSI  pour was actually 4000 PSI. Including the following: Copy of the actual Receipt Which includes the name of concrete company that supplied and delivered the 4000 PSI concrete pour The delivery date which includes the actual delivery  to my residential  address
  
  
  Regards,
  Complaint ID: 22272973
   
  
  
  
   warranty if your new concrete sinks or settles within 5 years after we install it, we will come back to replace it for free!" I reached out to Marshalls on several occasions via phone and emails dated 4/19, 4/22 4/24/2024. Per Casi Marshall 4/22/24 email she declined honor their 5 year warranty and suggested to replace the section of concrete at a cost of $995.
  The workman ship is not within the industry standards or county spec of 3500 - 4000 PSI which is the cause of cracking.
  The reason for the cracking is due not adhering to Industry standards Marshall used 400 PSI vs Industry Standard of 4000 PSI. The driveway continues to show signs of cracking.
  Attached are Newark Specs for driveway and google search for Std PSI for driveways.
  We trusted that the contractor would a minimum comply with Std industry specs. and adhere to their publicly stated warranty.

  

  Business Response

  Date: 09/12/2024

  We would like to address the concerns you have raised regarding the concrete installation at your property.
  
  
  It is important to clarify that the concrete used for your project was indeed 4000 PSI, and any reference to 400 PSI was a typographical error. We want to emphasize that we have consistently adhered to using concrete with a minimum strength of 4000 PSI for all our installations.
  
  
  Furthermore, we would like to confirm that your property is located in New Castle County, outside the City or Newark limits, and we have ensured full compliance with all relevant regulations in that jurisdiction.
  
  
  Regarding the hairline crack that has appeared after two years, it is essential to understand that such cracks are a natural occurrence due to the expansion and contraction of concrete with changing weather conditions. Industry standards do not cover hairline cracks because they are out of the contractor's control, and our concrete warranty, in line with these standards, specifies replacement only for cracks wider than the size of a quarter.
  
  
  It is worth noting that if the base had been improperly installed, the crack would likely be more significant. However, due to the correct installation of the base, the crack remains minimal. Therefore, the small hairline crack on your property is attributed to concrete shrinkage and not an installation defect.
  
  
  As a gesture of goodwill, we previously offered you a replacement at cost to ensure your satisfaction. We strive to provide excellent customer service and have made every effort to address your concerns promptly.
  
  
  In conclusion, based on the information provided and in compliance with county and industry guidelines, we regret to inform you that your situation does not meet the criteria for a free replacement. We assure you that our company has followed all required protocols diligently.
  
  
  We appreciate your understanding and cooperation in this matter. Should you have any further questions or require clarification, please do not hesitate to contact us.
  
  Please see concrete warranty information below: 
  Concrete
  •Marshall Landscaping guarantees your concrete installation from settlement for a 5-year period under normal wear for which the installation was designed if the subbase and leveling is to Marshall Landscaping’s standards.
  • All concrete will crack at some point, and while it annoys contractors and homeowners, it’s normal. Contractors can’t guarantee that your concrete won’t crack.
  • The industry standard for repairing or replacing cracked concrete is greater than the width of a quarter. If the crack exceeds that measurement Marshall Landscaping will warrant the repair or replacement for the first 5 years from the time of installation. This does not include surface or hairline cracks.
  • Concrete is a very durable material but is not immune to problems. Harsh weather conditions–such as extreme cold or heat–can cause the surface of the concrete to flake or pop off. While this may expose aggregate close to the surface, it will not compromise the integrity of the slab. Contractors cannot warranty any damages caused by harsh weather conditions, as the elements cannot be controlled.
  • Marshall Landscaping will make every effort to give you the color you want, but there are many chemical reactions taking place that could alter the color.
  The color of concrete changes as it cures, which can take weeks. Marshall Landscaping will not warrant any concrete colors not exactly matching or discoloration over months or years.
  
  

  

  Business Response

  Date: 09/25/2024

  We regret to inform you that 400 PSI concrete is not a standard product in the industry. Concrete plants typically do not produce mixes lower than 2500 PSI. Unfortunately, we do not have access to your receipt from 2 and a half years ago.

  We kindly suggest reaching out to any local concrete plant for confirmation, as they will provide you with the same information.

  Your invoice was a simple typo

  Please refer to the attached document for detailed information of concrete.
  
  Your concerns are unrelated to the concrete mixture or installation process.

• Initial Complaint

  Date:05/14/2023

  Type:Product 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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  The business is mistaken with customers. I never once asked for anything prior to this request for $2300.00 refund. Not sure where the $5000.00 request came from nor have I ever personated myself to be an attorney or any other office of the court whether in an email or in person as that is fraud. We would never speak ill of other contractors as we have had the same contractor for over 20 years they just don't do hardscaping. Thus the business has its customers confused. Since the business states they wish to not wish to refund and if that is still their stance we will proceed but go for all damages and repairs needed. Thank you.
  
  
  
  Regards,
  Complaint ID: 20057061
   
  
  
  
   the basement. We had many discussions about this section prior to contract signing and work starting on our concerns about water encroaching and we stated that section was replaced 6 years prior for this reason. We were assured by business they ‘were professionals.’ Have tried for over a month to resolve this with no solution but run around from business via email per their preference. If can't obtain the refund will seek all monies refunded and damages to our property and house that are still ongoing each time it rains or any type of precipitation weather. Not comfortable having them back to attempt to do any further repairs on their errors. They blame their 'day workers' as they stated they do not speak English and the business does not speak Spanish. We would like the refund and we will not pursue any further actions. We have not said anything negative about our experience with the business either verbally or on social media or in reviews.

  

  Business Response

  Date: 05/15/2023

  Unfortunantly there are dishonest customers out there. Everything about this customer's statement is completely false. I did not read one truthful statement from this complaint or any email received by him. We performed work for this customer 8 months ago and had zero complaints. In fact, while working for customer he complained about every contractor he ever had and did nothing but brag about us. Eight months later customer emails us pretending to be a law office demanding $5,000 for all false accusations with zero proof of any claim he made. Customer is trying to scare us into giving him money by posting false statements which is called black mailing. It's very disappointing someone would want to try and ruin a small businesses reputation just to get money out of them. We will not be giving this customer any money and are tired of his harassing threatening dishonest emails.  At this point we are choosing to no longer entertain customer as he has done nothing but lie back and forth making up conversations between the owner and office. 

  

  Business Response

  Date: 05/23/2023

  We are not mistaking who the customer is. Please see attached file were customer is asking for amount to be refunded and type's in the word "cc law office" in which there was no law office actually copied. The emails go on and on from here. This is the original. We do not wish to go back and forth with this customer when the job was performed perfectly with no damages and 7 months later customer wants a refund with zero pictures or proof. 

• Initial Complaint

  Date:11/11/2022

  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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  the there is an issue withthe concrete next to house and steps. i have asked several times for someone to stop out so i can show them the issue buttheywill not come out. i wanted this documented so when there is a a problem withthefreezing andthawing.  also, i am not sure that the crush and run was installed.  i am supposed to take their word for it. i asked aboutthelocation of the wire. heightoftheconcreteagainstthehouse. Ihavephotosof my concerns.
  
  
  Regards,
  Complaint ID: 18390759
   
  
  
  
   

  

  Business Response

  Date: 11/11/2022

  We have responded to customer every time he has reached out. We completed what was agreed upon with customer and stated in contract. We removed and replaced the concrete driveway with customer and created a perfect slope for customer to reduce any water issues. The customer wanted his driveway 2" lower then what was installed, which would have caused water problems at the top of driveway. Right now everything is graded for proper run off the way it should be. There are no issues with windows because all water is directed away. We have been back and forth with this customer with a matter of him wanting us to remove his entire driveway and replace with it being 2" lower. 

  

  Business Response

  Date: 12/01/2022

  We have done everything correctly for this customer. Customer has repeatedly threatened us and we have been ignored by customer with all of our responses. We do not wish to publicly go back and forth.