Complaints

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• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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: 22454727
  
  I am rejecting this response because:
  

  First off this did not address the paver installation being installed correctly. Our complaint was not addressed in the business's response. This was just a personal attack. This is the exact issues we have had with this business from the beginning. They say anything but do not fix the issues. 

  We did supply a drawing of the install pattern but not the installation process. We can supply proof of texts and emails but they will need to be supplied later. We are unable to add in the 30 minute response time frame. We had to be on site for most of the project because *** had multiple project managers quit and they had no one on site to supervise the project. This definitely was not ideal for us. We paid them to supervise the project and this is just another promise they made that was unfulfilled. 

  As to the pavers being rejected, the company sent a brown paver when we ordered ****. This was not a small detail, they were literally a different make of our paver. As far as the delivery of the tile, they delivered them in the street of a neighbor and not at our house. We notified *** because it was a driving hazard being in the road at night. We did not threated to sue. We will supply text proof at a later date.

  We need these pavers installed correctly, they are chipping and breaking and this has been documented by the 3rd party which is the manufacturer of the pavers. As far as payment, we were forced to pay when items were not completed or they threated to walk off the job and keep the tile they had in their possession unless we paid. The issued of incorrect installation needs to be rectified and resolved.  

  Sincerely,
  
  Keirbeth And ****** ******

  vers. They took pictures and did an evaluation of our pavers and noted that if the install was not corrected that the issues would continue and the pavers would continue to break and chip and be a hazzard when walking becuase they are not level and spaced correctly. We have had multiple ongoing issues with *** from the start of the project. They told us in the intitial meeting that this project would typically be completed in two weeks. they started the project on July the 2nd with the downpayment paid, and on the 3rd the pool was ordered and the payment was made on this date. The pool was delivered on July 24th and the 2 weeks should have started. By August the 7th this should have been completed. On July 10th I received emails showing a schedule. It showed the last expected date of July 31st as the final component of the project, which was supposed to be the driveway portion. The project was continually stalled and left unsupervised and incompleted even as of today, 10/21/24.

  Business Response

  Date: 10/29/2024

  Being in the Business for over 20 years these are the worst customers we have ever worked for. We re did things multiple times trying to make them happy. ***** used his computer program to give us the design of how he wanted his job/pavers installed. We installed them exactly like his drawing he gave us. We take draws on jobs when projects are completed. He paid us everything except around $9500. Every payment they made was due based on their approval at that time for that phase of that completed project. 

  They texted me all hours of the day and weekends. 
  Saturdays and Sundays. 
  He texted me on a Saturday night around 7:30 while I was at a childrens cancer benefit demanding a phone call stating the guys ran out of materials. 
  We had a pallet of (extra) pavers delivered , because he didnt like a few of the paver colors that were previously delivered. The supply company had to drop them on the side of the street. ***** called me at 5 pm demanding I send my guys out to his house and hand carry all of them 200 yards to the backyard because someone was going to run into them. I told him my crew will be there first thing in the morning. He threatened to sue me if they were not moved immediately. 
  All of my crews and my supplies pretty much refused to work for them. 
  The job was bidded out with the ability to have access thru the driveway to get everything to the backyard. His house is probably 150 yards from the road. Once we pulled up the first day he demanded we dont use his driveway and also told us we couldnt take machines thru the yard. He finally agreed to let us use the left side of the yard if I seeded and strawed it back, which I had to pay for. 
  We try extremely hard to make every customer happy and will always go the extra mile. This is one of those customers that will complain about everything, approve something we did , pay us then a day later wants it changed. 
  He would stand over the crews all day and critique everything they were doing. 
  We do quality work and care about our product. We actually just completed Ludacris pool and they absolutely love it. 
  Thank goodness we dont get customers like this very often!