Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/18/2025
Type: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.
***** and ***** *********** hired TWQ LLC to construct a driveway for their property. During the construction process, the Skillingtons' Builder advised TWQ about how to properly construct and install the driveway, but TWQ disregarded this advice. Ultimately, TWQ improperly installed the driveway, resulting in damage and numerous defects. TWQ's attempts to repair the driveway were improper and unsuccessful. TWQ then abandoned the project and the Skillingtons' Builder had to repair and rebuild the driveway. Between the amount paid to *** for its defective and unfinished work and the amount paid to the Builder for a complete driveway, the Skillingtons have paid approximately $110,000.00. The Skillingtons demand a refund from TWQ in the amount of $75,000.00. Moreover, TWQ posted a picture of the Skillingtons' unfinished driveway on its ******** page and captioned it: "Check out these stunning pavers! Pavers and French Drain System is [sic] being installed at a new construction home." This advertisement is false and misleading for two reasons: first, the pavers and installation were defective; and second, TWQ did not perform work on the French drain system. The Skillingtons demand that all depictions of their driveway and/or property be removed from all TWQ marketing materials.
Business Response
Date: 05/21/2025
Please see attachedCustomer Answer
Date: 06/05/2025
Complaint: 23083068
I am rejecting this response because: See attached response.
Sincerely,
******* ******Initial Complaint
Date:11/08/2024
Type: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 ordered bermeda grass for putting green and got Dent grass not for putting company not respondBusiness Response
Date: 12/03/2024
TWQ was hired to install Bermuda grass, and we purchased Bermuda grass from a ***utable sod company, and they already confirmed that it was Bermuda grass.We recently requested a **** *** to come out to your property to double check. We would love to help to come to a resolution and would be more than happy to review this again. We advise to please contact the office and ask for the owner **** to resolve this issue.
Customer Answer
Date: 12/04/2024
Complaint: 22530532
I am rejecting this response because:
Sincerely,
***** ******Customer Answer
Date: 12/20/2024
I called **** at TWQ, ask what is happening,
He said that they came and took a sample and are working on this problem.
however he did not say any time soon
*****
Initial Complaint
Date:02/13/2024
Type: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.
TWQ says that I owe them $80.63 for two months of water filtration service: the current month and one month past due. However, I have paid them (or their precursor business, Ridge Water) without exception and there should be no past due balance. Over the last two months, I have repeatedly called and emailed this business asking them to specify which month's payment they believe is missing. My bank can provide proof that payments were made and cashed by them (or prior to their purchase of the business, Ridge). However, TWQ has not done this, nor have they corrected the past due balance.Business Response
Date: 03/01/2024
Good Afternoon ******,
I do apologize for the delay in getting back to you. Please note we have review your account and we had a duplicate invoice for the ***************** I do apologize for the inconvenience we have credited your account and you are currently at a 0 balance.
Best Regards,
TWQ LLC
Customer Answer
Date: 03/04/2024
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,
*************************Initial Complaint
Date:02/01/2024
Type: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.
I sent a check to this business for two months' worth of service which was the account balance of $77.50. I inquired approx. two weeks later to see if they had received it since it was not cashed. They had not. So I set up online billing/payment that day. I received both invoices and paid them on that day which was 1/12/24. I was told at that time that if the check did arrive, it would be voided. I heard nothing back. I paid the next month's bill online without issue. Then I noticed today that the original check was cashed on 1/26/24. That is an overpayment of $77.50 since it was paid twice. They cannot get paid twice for the same service. I want a refund.Business Response
Date: 02/01/2024
Good Afternoon,
Please note our customer service department received the customer's phone call this morning requesting a refund and we have made check #**** for $77.50 to be hand delivered to the customer today.
Thank you.
Customer Answer
Date: 02/01/2024
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,
*******************
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