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:10/26/2022

  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.

  We ordered a playground from this company. It was recently installed ( months late) but after installment no on came to look over the equipment. The equipment is already broken. And non of the clamps have rivets. Per the handbook ( which I had to request bc I never received a hard copy) it states that" BYO recreation clamps are not designed to support the human weight without the drive rivets installed, and such use could cause injury to the user and or damage the equipment." I have contacted the company via email and phone multiple times and not heard any response. When the installer arrived they did not have a fork life and our Church had to rent one for them. We were reimbursed for the fork life, but the company is arguing that their installers had the equipment. I have several teachers, parents, church staff that can verify that this is false. The "head installer" never came to the site. I have emails, photos, and videos of the equipment that is stripped. The area of the Poured in Place rubber was to be 23'11 X 39" it is actually 23'11 by 29" and entire 10ft area is missing. We paid over 84K for this playground over half was installed. I would expect the installation to be done correctly this first time. I am extremely upset bc they are more concerntre with arguing over a fork lift and not the fact they failed to complete the job correctly and shorted us. The last email I recieved at Oct 10 regarding my matter. I am working with the church to move this to legal and make a case. We have allowed children on the structure not knowing it was not complete.

  

  Business Response

  Date: 11/17/2022

  From: *********, **** <****.***************************>
  Sent: Wednesday, November 16, 2022 3:17 PM
  To: **** ******* <*********************>; Info <*****************>
  Subject: RE: BBB Complaint Final Notice

   

  Hi ****,

   

  I’m going to address the issues she states in her complaint in hopes of resolving this. Just so you’re aware, here is the current state of the playground: We went back out a week after the customer noted the missing rivets and corrected them immediately. She’s correct that it was a mistake of the installer, which was corrected in a fairly timely manner (The installer was out on 11/7 to fix the issue). Not unusual if I’m being honest. So the current state is completed and approved. The customer has been asking us for a discount since she had that issue. We’ve asked her what amount she would like, and she hasn’t responded. That request was sent on 11/8 and again today 11/16 with no response.

   

  Clamps were a problem and were addressed as soon as possible. She also mentioned something about a forklift. That was a small timing issue as one of the deliveries showed up early and no one contacted us and they decided to unload it without our intervention. What’s unusual is that the delivery company usually contacts us and didn’t in this case. The installer paid the maintenance person $100 for the forklift rental, that happened outside of our intervention and that’s all that was requested. Not really sure what else to say about that. The note about the area of Poured in Place being 10’ too short is absolutely news to us, and quite frankly not possible, as the size of the playground alone is about that size and the Poured in Place rubber goes well past the edges of the playground equipment. I’m guessing it’s a mismeasurement somewhere.   

   

  If I’m being honest, the timing of this install is fairly typical. It’s construction and things get delayed on jobs prior other jobs on the schedule and this one was no exception. We corrected the issues as soon as humanely possible and as we sit right now, the playground is complete and ready to be used as of 8 days ago.

   

  Thanks, let me know if you need anything else from me.

   

  Thanks,

   

  **** *********

• Initial Complaint

  Date:09/20/2022

  Type:Delivery 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.

  I placed an order with the company 3 weeks ago. One of the two products ordered has arrived. I have phoned the company two times with out any return call. I have emailed the company with no return. I have chatted with an employee through their website and she cannot find any record of my order. They charged my credit card for the order
  
  Order Details
  
  Order ID* ****** **** ******** ********** ******** ******* ******* ****** ****
  
  I am unable to get a satisfactory response as to if my product is coming or any information about my order. They sent an email for me to call with any questions, yet it is an answering machine that is not returning calls.

  

  Business Response

  Date: 10/05/2022

  ***** ********** **** **********************************
  ***** ********** ******* ** **** **** **
  *** **** ******* ***********************
  *** ******* **** *******************************
  ******** *** *** ********* ***** ****** **** ***

   

  ** *****
  
  
  

  We researched this complaint and found that the product was delivered to him 3 days after it was lodged.

   

  When we reached out to him, he was happy with the product. He did not see that the product had a longer lead time which lead to this complaint and we apologized for the confusion.  He stated he would rescind the complaint.

   

  Please let me know if you need any other info to remove this complaint.

   

  Thanks,

   

  **** *********
  
  ** * *** **********

  Customer Answer

  Date: 10/05/2022

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* *******