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:11/22/2024

  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.

  Business is performing pool install at property adjacent to me without use of containment system while cutting concrete block and paver pads, most likely containing silica dust. I was told by ***** the items they are cutting contain no silica but he would not provide the material safety data sheet to me, even though the dust is all on my fence, covering my lanai cage, on my pavers, etc. *********** are in a dust cloud while cutting and not wetting down without eye protection, no respiratory protection, He offered to clean my property that his workers causes damage/dust covering to - fence, window, lanai screen and cage, pavers. I accepted this offer but first want his insurance information. I asked nicely for this but he refused to give it to me, telling me I am demanding this. Hive Outdoor workers caused damage to my property so that I can not eat on my patio or let my dog safely out in the yard so he doesn't get concrete and paver dust on his paws. They refuse to show me valid insurance. My home exterior was just painted and my windows are routinely cleaned which are items I paid for. This is not the first time they caused damage to my property. They did clean up last time but they are clearly causing harm yo my property as they are cutting corners, not setting up proper containment. Today, I even asked ***** for them to stop cutting outside as the cloud was just continually nonstop toward my house and he did not comply.

  Business Response

  Date: 11/27/2024

  Hive Outdoor Living does not cut any corners, and we are completely insured, and all of our licenses are in good standing. All of this information was provided to the neighborhood *** before we began work on the project. We responded immediately to the neighbors complaint and offered to clean her house, even though we have caused no damage and are under no obligation to do so according to the *** (see attached communication). We value all of our customers and also their neighbors. We strive to provide the professional service to everyone that we come into contact with and conduct construction with minimal disturbance or disruption. In the rare instance that an issue arises on our clients or their neighbors property we always handle it in a timely and professional manner. Construction and installation of pavers can be a dirty and ***** process. The pavers that we have installed on this project are the same pavers that are on every swimming pool and in most driveways. Prior to the filing of the BBB Claim, we acknowledged the issue immediately and offered to remedy it. After this complaint we feel that it is better for her to hire a 3rd party company to clean the house, and we will cover any reasonable costs. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22588915
  
  I am rejecting this response because: I am still requesting  copy of business insurance information as their work did result in  property damage to our residence in the form of layers of dust particulates as their cutting area was not contained.  

  I do accept their offer to cover the power /pressure washing of the area contaminated with silica and dust resulting from their materials including lanai screen, paver and fabric on our cushions that have this residue on it. Providing they do pay for this work by independent contractor, I would not pursue with their insurance company. 

  Paper work filed by the homeowner who contracted them is not relevant to this dispute. 

  Who does this invoice go to? 

  Sincerely,

  
  ***** And ****** ***********

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair 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.

  Our pool has been ******** since August 10th. We have been trying to work with Hive to complete mistakes since then. We have been completely paid in full for months. We have chipped/poorly cut pavers and rust spots in our pool interior. I have asked for the warranty number for the interior company so it can be taken care of. I did not receive a response back in regards to a watery number. I have taken pictures of the pavers for months to get them fixed. I would like the pavers fixed and the interior company to come out to look at the issues we are having with the finish. I also need the warranty numbers in case we have issues in the future. We have had a terrible experience with Hive and the costumer service. They are non responsive or rude. Please help us get this project complete.

  Business Response

  Date: 11/02/2022

  We have been, and will continue, working with the customer to resolve all warranty issues, and will continue to work with them.   As of this time we believe all but one of their concerns has been addressed - and we have provided them with the contact details of the warrantying sub contracting company and are following up ourselves
  
  While we do not claim to be perfect, and certainly can always do better with communication, we always strive to get our pools completed to the highest standard.  We do not abandon our customers.
  
  This is maybe best evidenced by an earlier customer who, mid project, bad mouthed us on social media and in her neighborhood and gave us a 1 star review.  She later changed that to a 5 star review because, as she said, despite all her upsets we were always there and always addressed issues and she recognized and appreciated that.  So much so that she has had us build her a second pool. We hope to have the same outcome with this customer.

  Customer Answer

  Date: 11/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I accept their response, however,  the company will NEVER have our business again nor will we ever recommend them.  I will be sharing my opinion on all social media sites. They lied on many accounts. If they would like I can go into every lie they told us and we have receipts.  We still do not know what interior finish we have on our pool or who the 10 year warranty is through.  They dont respond to emails.  The only reason that things are completed is because I researched and found the pool company they contracted for our pool interior. 
  
  Sincerely,
  
  *****************************