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:08/22/2023

  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.

  In December 2022, we paid $2750 to have our front pavers and steps re-done and the back steps re-done.. Doering Lanscape did the original installation. As you can see from the photos, not only are the pavers wavy, but some are not even attached, the paver steps on the right are crooked, and the edging is coming up. The back steps are not evenly placed, are sharp, and move when stepped on. My fathers dog cut her paw twice on the steps, and the other day a friend fell when the step moved as he was walking down. This is a dangerous situation. I have called and emailed the company numerous times. In April, ***** said they were very busy, but would put us on the schedule to re-do the work. Every time I call or email, ***** promises that they will call me back and come out and get it taken care of, but they never do. I told her we want a refund of the $2750 so we can have the work done correctly and immediately. Again, silence. We have done business with this company for many years and are extremely disappointed.Thank you

  Business Response

  Date: 09/14/2023

  We have attempted to assess what *********************** is describing in her complaint. She resides in a gated community, and although we have tried to visit the property many times, we have been denied access. We were recently able to connect with her in person. We are attempting to resolve this issue, as there is a 1-year warranty period for completed work as stated in her contract. Our company has been in business for 47 years and we have never received a complaint from the Better Business Bureau. This should have been resolved much easier. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20508169
  
  I am rejecting this response because:  I have been asking them to fix these issues since April and still nothing has been done.  We were not been able to use our back steps all summer because they are dangerous.  Doering requested gate access to our subdivision, so I added them a long time ago.  **** came to my house without an appointment, and looked at everything weeks ago (they already had many photos).  Even though I am asking for a refund, I told him that I would consider letting them re-do the work IF it was done within the next 2 weeks.  Of course, they have not been back and have not contacted me.  I agree that this should have been resolved a long time ago.  I want a refund and prepared to post my complaints and pictures all over socila media.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 10/02/2023

  Response to complaint number ******** There is much more going on here than being described. We have met with this women several times at her home and talked with her numerous times over the phone. Initially a crew spent a full day at her home to fix the problem she described. We have been in business 48 years and completed over ****** jobs and never had a BBB complaint. Her last sentence saying she is going to post her complaints and pictures all over social media sounds like extortion. Despite our company spending many hours meeting with her and working at her home a full refund was issued. Case closed.     

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20508169
  
  I am rejecting this response because:  Doering Landscaping NEVER sent a crew to my home to fix the problems, much less spent a full day as they claim.
  On September 18, 2023, I received this email:  "***** - please call me as soon as you can to set a meeting with *** to look at the stone by the pool.  We would want to do both projects at once if you are going to do the stone this year.  He said we would get it done very soon."  *** came to my home for about 20 minutes on September 21 and discussed how they would re-do their previous work.   He said the work was done very poorly and initially tried to claim they did not do the original installations, even though I have the bills to prove they did.  They did NOT spend many hours meeting with me and have spent NO HOURS working at my home.  I heard nothing from them after that meeting on September 21.  Posting pictures and reviews of a company's work on social media is certainly not extortion.  I will wait for the refund and file another complaint if it is not received.
  
  Sincerely,
  
  *****************************