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:11/18/2024

  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.

  I would like to file a complaint for misrepresentation and incomplete work that we paid in full $6880 on May 20, 2024 to Stonesbridge Pavers LLC.The invoice attached shows that we paid for them to install 730 sq ft of artificial turf, move two sprinkler heads and install a French drain with rocks, catch basin and pipe. On the invoice it states there is a 1 year warranty on all projects workmanship which we signed. Weve been calling and texting ****** and ***** since June about multiple issues with both the turf and the French drain. The base that was laid down for the turf started to wash away after the first heavy rain we had causing ripples in the turf and separation at all the seams. Weeds are growing up through the turf and at the edges indicating the base and weed barrier has washed away. The French drain clogged after the first heavy rainfall and flooded our garage. The base that was used for the turf was also used in the area around the French drain and it ended up clogging the corrugated pipe they used for the drain. Rocks were never installed to hold the base in place even though it is stated and paid for on the invoice.Multiple attempts to have ****** come out and assess the situation and fix things have resulted in numerous excuses and no shows. They simply refuse to accept any responsibility and refuse to come fix anything. Stonesbridge put two large spikes through our pool plumbing that was underground and we had to pay someone to dig the pipe up and bring it back above ground since it was not salvageable. We spent 100s of dollars on water trying to keep our pool full and another few hundred to have the issue fixed and when I contacted ****** at Stonesbridge again, he told me I voided my warranty by moving the turf.Weve called out several companies to get quotes on fixing all the issues and its going to cost upwards of $9000 to fix or replace everything they did.

  Business Response

  Date: 01/02/2025

  We have been trying to work with Mr. ***** we have came down multiple times to fix the issues that he said there are One time he had some people working there doing tile work and we went to go look at the French installed and I cleaned some, and it looked like material that is thinset and  grout. I even cleaned it up with the with a little nozzle that once I took it out of the drain, it came out white. I told him about it that it look like thinset/  grout because even where the water enter that drain it looks like the my washed there dirt  buckets on top of the  drain and you can tell when when you wash inside of a drain he was just like no thats not right basically trying to blame us for the tile He basically just tried to keep us at fault even those its the tile workers fault for washing inside the drain  also, hes trying to blame us for a broken pool pipe but when we first install the turf the water should of came out of the pipe immediately. Client decided to take care of the issues himself and start messing/ ripping up the work and on our contract it says If client starts touching project after completion and damages anything, warranty is no longer available. There will be a few to fix any damages. Before completing the project we had the clients walk the job before excepting final payment.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22571522
  
  I am rejecting this response because:

  My name is ****** *****, not Mr. ****** Most likely another wronged customer.

  As stated in the original complaint, all information holds true. I can prove the claims.

  The turf: the base has washed out from under the turf and causing water retention underneath that can lead to further damage to the property. Turf seams are separating and look like missed match wet carpet. This is due to incorrect installation.

  I requested that the affected property area to be leveled and packed down securely with a topper of rocks to prevent flooding or washout. This was not completed as promised.

  The drain: I was ensured by business that no corrugated pipe tubing would be used. The drain is corrugated pipe with holes. This allows water to freely drain into the base under turf causing damage.

  Pool pipe: the pipe is pierced in multiple places. Its physics, you can ****** an object with another without leaking fluid. In this case, (3) of the turf nails are still lodged in the pool pipe to prove it. The other nails that were not lodged securely in the pipe allowed water to drain out daily underneath the turf and went undetected as a result. This caused hundreds of dollars in water bill, find the leak and repair it. 
  all of this couldve been avoided if the company had the ability to deliver what they promised and what was paid in full for.

  Request for refund stands. This is to apply those funds towards a company who can correct these mistakes professionally.
  
  Sincerely,
  
  ****** *****