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:11/01/2024

  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.

   
  Complaint: 22496782
  
  I am rejecting this response because:

  The estimate never stated how many trees just the cost of removal.

  The permit was never handled appropriately. A permit should had been applied for before any construction started. Construction should have been stopped until the permit was issued. If I didnt handle it myself before the hearing I would have been charged ***** dollars. Now if I ever have permit issues again I will be charged ***** dollars a day until the issue is resolved.

  there should never been an issue with stained pavers if the plan for removing the flooring on the porch was followed as discussed. I still have a few stained pavers on the porch. 
  
  Sincerely,
  
  ******* *******

  ch floor removed, old stained pavers used now uneven pavers the sliding glass doors concrete and calking were ripped out. Missing grout in multiple areas around on porch. the pavers were not acid washed and sealed with stains in them. grouted my screen door to the tracks, trampled new grass dumped grout and pieces of pavers into the new grass. Project manager admitted that the work was definitely below standards. I got another violation notice. Called the city, it's because a Goole maps picture was submitted with a red circle around the back yard and not the site plan. I sent the site plan needed and was assured things would be taken care of. I checked myself to make sure it was in process, and it was. A Notice of Commencement was now required with a notary. I completed this task within an hour. I had a friend file it with the county clerk. I sent this to the person that handles permits with the company. I was advised this would be filed. I completed the inspect before the hearing

  Business Response

  Date: 11/15/2024

  We are committed to providing high-quality landscape design and installation services, and we take any concerns about our projects very seriously. We are aware of the issues reported regarding this project, and we appreciate the opportunity to clarify the situation and the steps taken to address it.
  
  Project Overview and Actions Taken:

  
  1.Tree Removal and Flooring Concerns:
  Our agreement included the removal of six trees and replacement of porch flooring, as noted. The existing flooring was removed as per the contractual agreement and new installation commenced, with us providing any additional material and labor at no charge. 
  2.Permit and Construction Compliance:
  We initially understood that no additional permits were required beyond those initially discussed. However, upon receiving a violation notice, we promptly engaged with the city to rectify this oversight and ensured all necessary permits were obtained and compliance was met.
  3.Installation Issues and Remediation:
  There were challenges with the initial placement of pavers and damage to the gutter, which were immediately addressed upon recognition. These items were corrected at no additional cost to the homeowner.
  
  Concerns about the staining of pavers and uneven installation were also addressed by replacing the affected areas with new materials to ensure a uniform and satisfactory finish.
  
  4.Communication and Documentation:
  
  We maintained regular communication with the client throughout the project duration. All documentation required by the city was handled promptlythis includes the submission of a corrected site plan and the facilitation of a Notice of Commencement as required.
  
  5.Subsequent Corrections and Customer Interactions:
  
  While we endeavored to manage the project smoothly, we acknowledge that there were moments where the homeowners interventions affected the sequencing of tasks, particularly concerning permit applications. Nevertheless, we strived to accommodate these interactions constructively.

  
  ******* Assessments and Quality Assurance:
  Following the project, all new installations were reviewed to ensure they met our quality standards and the expectations set forth at the start of the project. This included the professional cleaning and sealing of installed surfaces to prevent future issues, at no cost to the customer. 
  
  We regret any inconvenience or misunderstanding that occurred during this project and have taken this experience as an opportunity to improve our processes and customer service protocols. We are dedicated to upholding the highest standards of service and customer satisfaction, and we are committed to continuous improvement based on client feedback.
  
  We trust that the resolutions provided were satisfactory and sincerely hope that now enjoys the enhanced beauty and functionality of their updated property. Should there be any further issues or concerns, we are always available to assist.

  
  

  Business Response

  Date: 12/03/2024

  We are committed to providing high-quality landscape design and installation services, and we take any concerns about our projects very seriously. We are aware of the issues reported regarding this project, and we appreciate the opportunity to clarify the situation and the steps taken to address it.
  Project Overview and Actions Taken:
  1. Tree Removal and Flooring Concerns:
  Our agreement included the removal of six trees and replacement of porch flooring, as noted. The existing flooring was removed as per the contractual agreement and new installation commenced, with us providing any additional material and labor at no charge.
  
  2.Permit and Construction Compliance:
  We initially understood that no additional permits were required beyond those initially discussed. However, upon receiving a violation notice, we promptly engaged with the city to rectify this oversight and ensured all necessary permits were obtained and compliance was met.
  3. Installation Issues and Remediation:
  There were challenges with the initial placement of pavers and damage to the gutter, which were immediately addressed upon recognition. These items were corrected at no additional cost to the homeowner.
  Concerns about the staining of pavers and uneven installation were also addressed by replacing the affected areas with new materials to ensure a uniform and satisfactory finish.
  4.Communication and Documentation:
  We maintained regular communication with the client throughout the project duration.
  All documentation required by the city was handled promptly-this includes the submission of a corrected site plan and the facilitation of a Notice of Commencement as
  required.

  5. Subsequent Corrections and Customer
  Interactions:
  While we endeavored to manage the project smoothly, we acknowledge that there were moments where the homeowner's interventions affected the sequencing of tasks, particularly concerning permit applications. Nevertheless, we strived to accommodate these interactions constructively.
  6. Final Assessments and Quality Assurance:
  Following the project, all new installations were reviewed to ensure they met our quality standards and the expectations set forth at the start of the project. This included the professional cleaning and sealing of installed surfaces to prevent future issues, at no cost to the customer.
  We regret any inconvenience or misunderstanding that occurred during this project and have taken this experience as an opportunity to improve our processes and customer service protocols. We are dedicated to upholding the highest standards of service and customer satisfaction, and we are committed to continuous improvement based on client feedback.
  We trust that the resolutions provided were satisfactory and sincerely hope that now enjoys the enhanced beauty and functionality of their updated property.
  Should there be any further issues or concerns, we are always available to assist.
  

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22496782
  
  I am rejecting this response because:

  was told by the project manager that the cost of sealing the pavers was going to be waved since they put stained pavers back on the patio, did not acid wash pavers in the back of the property before sealing which then required replacing those pavers.  In no way will I allow this company on my property again.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/03/2024

  We are more than happy to replace any damaged pavers the client may have on their patio. We completed a walkthrough and replaced pavers the homeowner marked at the end of the project. Even though these seem to be new complaints, we are more than happy to replace any damaged pavers. Please note the client has not paid their final invoice, and we are willing to forgive this final payment and late fees.