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:07/11/2024

  Type:Product 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.

  On June 19, 2023, *** *******, a representative from BNS Services, visited my property to measure and provide a quote for installing a French drain. On 6/23/2023, I received an estimate for the French drain via email from BNS Services. I received approval from my HOA on 8/10/2023, for the drain installation and permission from my neighbor to install it at the rear of his lot. On 8/31/2023, BNS Services came to my property and installed the drain pipe, placing some rocks under the drain and covering it with existing dirt and grass. They assured me it would settle over time. I questioned this process via text message. On the same day, I paid a deposit of $1,406.25, with an additional $4,218.75 paid upon completion, confirmed via ********** from BNS Services. In 4/2024, began experiencing issues with the installation. On 4/17 and 4/18/2024, I contacted owner **** ****** through text and email (providing pictures of the exposed pipe and water pooling. Despite numerous attempts over the next four weeks, **** failed to address the issue, offering excuses and no showing up as scheduled. (Documenting these interactions (text messages.) On 4/30/24, with the worsening water issue and the lack of response, I contacted a new company, ******** ***********. On May 1, 2024, ******** *********** replaced the drain. It determined that BNS Services had improperly graded the drain, incorrectly placed rocks at the bottom of the trench instead of the top, and failed to extend the drain to the woods as agreed, flooding the end of my neighbor's property. *** ********* corrected these issues. Despite these issues, **** ****** committed to refunding the inadequate work. However, he needs to be more responsive in providing details or timelines for the refund. He has suggested repaying the refund in installments but has yet to provide specifics or follow through. I have text messages where he committed to this arrangement, but he will not answer phone calls and only communicates via text.

  Business Response

  Date: 07/22/2024

  This customer was told that the dirt would settle. That's true. Then the customer contacts me 7 months later. No issues for 7 months. Then I did answer the customer back and told him I was coming however I got tied up in ******** **** that day on a job. Then the next time I talk to the customer he states he had another company come out and regrade the work I did . Yes I was slow in responding to him. I was going to offer to pay the labor back to the customer but they wanted full refund of the charge from the other company somewhere around 3000 dollars. So I did agree to pay them back in installments. The first payment was made to them on July 20th via ****** to the lady's account. 

   

  Customer Answer

  Date: 08/12/2024

  ****** response regarding the payment was unclear, as he has not committed to a specific installment amount or provided a date for payment. So far, I have only received a $200 refund. Despite being told that he would make another, larger payment on August 5th, I have not received any additional funds. While I agreed to an installment plan, **** has not provided any details. Please note, when I paid for the services from BNS, I made a down payment and settled the remaining amount at the end (which I paid promptly). Note, I was not given the option of a payment plan, and this lack of transparency is not reflective of an honest business model. Also the lack of response and communication is not an honest business model. I don't think this case should be closed until BNS refunds the amount it has promised with more consistency on when a payment would be made.