Complaints

This profile includes complaints for Terrain Group Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Terrain Group Company

  PO Box 513 Island Lake, IL 60042-0513

• 

  Terrain Group Company

  PO Box 513 Island Lake, IL 60042-0513

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:05/17/2023

  Type:Order 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.

  A contract was signed on July 14, 2022 for a driveway project. A written promise to complete the work was scheduled for August 2022. The work has yet to be completed as of April 2023. The Contractor deferred to perform the work stating: I am very concerned about this project. The videos you sent shows wash out. This will happen every year. This is what I listed out in your estimate. You will need to fix your gravel driveway yearly. As you are already concerned about this, are you sure you don't want to reconsider asphalt? I don't want you to be unhappy." It appears that the Contractor quoted a price they could not sustain after many delays and are now trying to keep 50% of the deposit and simply not perform the service.

  Business Response

  Date: 05/17/2023

  ************************ complaint is inaccurate. A fully executed contract was signed on 7/14/22 by ********************. There is no start date or completion date in the contract. There has been no promise as to a start date or completion date made by Terrain Group Company to ******************** at anytime. I have attached the signed contract for review. The contract clear states that Terrain Group Company has a cancelation policy. This policy is in writing on the contract ******************** signed on 7/14/22 and that is attached to this correspondence. ******************** terminated his contract on April 10th. I have attached this email cancelation to this correspondence. Based on the terms of the executed contract, our cancellation policy started the minute the contract was cancelled. ******************** forfeited his deposit money when he cancelled the contract on April 10, 2023.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20069135
  
  I am rejecting this response because:

  There is not a shred of evidence in writing stating "I cancel this contract." The Terrain Group Company's response is extremely inaccurate. The BBB Rating for The Terrain Group Company is "F" for this reason.

  There is documented evidence of several start dates that were not met (indicated in the attachments that accompany this response).

  I am requesting a full refund (not contingent on the sale of the material on hand as their contract states "all materials are the property of The Terrain Group Company until final payment is received)."

  The Terrain Group Company is not responding in a "good faith" professional manner demanded by the BBB.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/22/2023

  I have had time to review ************************ emails. My original statements stand. Terrain Group Company and ******************** have a signed and executed contract. This contract has clear terms about contract cancellation. ******************** cancelled the contract when he decided to go with an asphalt driveway rather than the stone driveway, he previously contracted with us to install. This is a clear cancellation, as my company does not do asphalt. Because we do not install asphalt, we could not install an asphalt driveway at his residence instead of the gravel one originally agreed on. His cancellation is also clear when he demands his deposit back so that he can go with a different company to do asphalt work. ******************** has provided these emails himself during this BBB process. ******************** does not have to like my answer, but it does not make my answer wrong. The facts are that ******************** signed a contract, cancelled the contract, does not want to forfeit his deposit as per the terms of the contract. This is why he is trying say he did not cancel the contract as he clearly did. Please see the email submitted by Terrain Group Company with the executed contract attached to this communication. ******************** is not entitled to his deposit return because he broke the contract and as a result caused the cancelation clause to be used. Terrain Group Company has offered to refund his money after the materials for his job are sold. This offer still stands but does not in any way, negate the cancelation clause in the signed contract. If ******************** does not want to take Terrain Group Company up on its offer of selling the stone, purchased to do his driveway, and return his deposit money after this stone is sold, then Terrain Group Company will exercise it's right to keep the deposit as ******************** cancelled the contract and by doing so gave up his rights to his deposit as per the contract he signed.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20069135
  
  I am rejecting this response because:
  

  There is not a shred of evidence (e.g. a document stating:"I cancel this contract") in any of the two responses by The Terrain Group Company to this complaint because it does not exist. The responses offered by The Terrain Group Company are their "impressions"of what they perceived as the intention to cancel, but it never happened. The contract binds them to perform the services defined in the documents and summarized in the contract. If they choose not to perform to the terms and conditions of the contract, I have the right to pursue further legal action. They canceled the contract by their April 10, 2023,response when they decided not to meet the contract terms as indicated here when The Terrain Group Company wrote:

  "I am very concerned about this project. The videos you sent shows wash out. This will happen every year. This is what I listed out in your estimate. You will need to fix your gravel driveway yearly. As you are already concerned about this, are you sure you don't want to reconsider asphalt? I don't want you to be unhappy."

  "This is what I listed out in your estimate" and "I don't want you to be unhappy" stated by The Terrain Group Company is a cancellation. The Terrain Group Company referred me to Majestic Asphalt in an effort to not comply with the contract. 
  
  Multiple documents were generated and agreed to by their Civil Engineer, *********************** for the specification of the driveway project. Never in over nine months and 18 emails did the Civil Engineer every state:

  "This is what I listed out in your estimate" and "I don't want you to be unhappy" stated by The Terrain Group Company is their attempt to invoke a cancellation. The Terrain Group Company referred me to Majestic Asphalt in an effort to void the contract. 

  Multiple documents were generated and agreed to by their Civil Engineer, *********************** for the specification of the driveway project. Never in over nine months and 18 emails did the Civil Engineer every state:
  

  "As you are already concerned about this, are you sure you don't want to reconsider asphalt? I don't want you to be unhappy."
  
  All concerns were addressed and agreed to by the Civil Engineer and me. But, after nine months and three failed promised times to start the project, no work has been performed. This is a failure by the Terrain Group Company to comply with the contract terms and conditions for completing a project is a reasonable period. They are in violation of the contract due to Anticipatory Repudiation and Right to ****************** of *********** as stated in the ******** Statutes Chapter 810. Commercial Code 5/2-610.
  
  This is a weak attempt to fraudulently keep money that is not the property of The Terrain Group Company.
  
  I am requesting the full refund of $4500 by voiding (not cancelling) the contract due to the fact that The Terrain Group Company cannot meet the terms of the contract specifications as documented in the 18 emails supplied by me. 
  
  
  Sincerely,
  
  *****************************
  
  

• Initial Complaint

  Date:09/20/2022

  Type:Order 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.

  Signed contract with Terrain Group Company to pour a contract pad for a shed on May 17, 2022. Part of the contract was for Terrain Group to secure a permit from the **********************. They stated that the permit was approved and started the excavation work. Upon checking with the Village, no permit was issued because additional information was required prior to issuing the permit. I then contacted ********* who helped in securing the permit and the permit was issued on September 15, 2022. A site inspection was completed and the go ahead was given to pour the concrete. I contacted Terrain Group to complete the project and they are refusing to complete the project since they were caught lying about the permit and are seeking revenge. The neighbor next door also found out from the Village no permits were approved for their work also.

  Business Response

  Date: 09/20/2022

  As ******************** violated the terms of our written contract, and in doing so made the contract null and void, we will no longer work for him. Terrain Group Company completed half of the project before ******************** told us to stop work. He took over the project even though our contract did not allow for this. He violated the contract and now is demanding that we complete the work. He is talking about his neighbors in his complaint. This is not about his neighbors. It is about him only. I want this complaint to come down as ******************** violated our signed and executed contract. He told us to stop work and after doing that, told us we had to complete the job. He is talking about people in his complaint that are not him and have not filed a complaint of their own. This complaint is unfounded. ******************** threatened me in an email today that he was going to *** me. I told him to have his lawyer call me. No lawyer called me. Instead, ******************** filed a complaint here to bad mouth us for a contract he negated with his actions.

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18052156
  
  I am rejecting this response because: her facts are inaccurate and refuses to acknowledge the fact that the project was started without an approved permit from the ********************** in direct violation of the local ordinance which would result in me the homeowner being fined.

  
  

  I have asked her, ****** numerous times for the permit as early as June 27th to which she stated would be sent to me that night.  It was never received.  On July5 she advised me there was a problem with the application and the Village needed some additional details.  She asked for my permission to contact Tuff Shed.  I provided her with contact info for Tuff Shed employees who might help with the application.  On July 28th I asked ****** if the permit was finally issued and I need to send a copy to Tuff Shed.  On July 29th she replied it was paid for and waiting for the Village to email it to her.  On August 11th I asked ****** what was the status of the permit and a starting date.  She replied ***, her husband, would be starting the working Monday, August15th and would have the permit in hand.  That Monday *** started the work but did not have the permit with him.  He stated that ****** would be coming over that afternoon and would have the permit.  I spoke to her in person and she did not have the permit with her.  she stated she would email the permit to me later that night.  I also told her ************* never received a copy of the permit.  On August 16th I received an email stating a Village inspection was scheduled for Thursday and there was no copy of the permit attached to the email.  That Thursday, I contacted the Village and asked about the scheduled inspection.  I was told there was no inspection scheduled since the permit was never issued.  The permit was on hold awaiting additional information ( a copy of the letter sent to Terrain Group, ******, was emailed to me from the permit coordinator, **************************  On the same date I sent an email to Terrain Group, ******, informing them I confirmed a permit for the work was never issued and the work will not continue until a permit is issued.  I also informed ************** paid Tuff Shed to apply for the permit.  On Sept 15th the permit was issued and inspection passed on Sept 19th.   On Sept 20th I requested the work to start up again and ****** refused stating Terrain Group will no longer be doing business with me.

  
  

  These are the facts and not the distorted facts presented by ****** from Terrain Group.   Attached are the emails from all parties involved in this project.

  Terrain Group is a registered contractor with the **********************.  The application for becoming a registered contractor has the applicant sign a statement that they will not start any construction prior to securing the necessary permits.  A direct violation by Terrain Group.  This company and employees violated Village regulations and ordnances during my project and subjected me to possible fines for this project.  I assisted them in getting the permit issued and they ceased all work and left me with a mess in the backyard to seek revenge for holding them to Village code.  The constant lies are self-evident and show in her reply.

  
  ***********************