Complaints

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• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  March 13 2023 I contacted Steve Hooks with Hooks Landscaping 3 times via phone. He came and inspected by backyard to assess what I needed to stop water from coming into my patio. Originally he suggested drain tiles to allow water to drain downhill. I asked will that stop the water from coming in? His answer was it should. He came back on March 15 2023 to install, but he did not have the drain tiles we discussed. Instead he said I spoke with another contractor and they said that a bucket would be better. He explained to me that the water would enter the bucket that was placed approximately 6 inches from my patio doors and about 3 feet deep and 12 x 12 inches square. The bucket would then distribute through the drain tiles and out the other end away from our doors. 1st & every rainfall since my patio has flooded. I called Steve and texted many many times and all I got was excuses. Ex. If the rain is coming blowing from the East which my patio faces I would get water. I said if rain comes from the West I'm ok. He says yes. I said that is ridiculous. His bucket contraption doesn't work. The drain that is at the far end is pointed vertical, no water is coming. Thus the water is going back the other and overflowing the bucket. Then the overflow goes into my patio. I stood out there during the downpour on 2 separate occasions and no water was coming at that end. I explained that to him he says take pictures which I sent to him. Excuse was it's the builder's fault. I asked him to come out and look at it and he refused. He says I've been doing this for 27 years and it's working. The water backed up and lifted the bucket off the ground. I said maybe the drain tile to the bucket got disconnected. I told him there is no soggy grass where the water is supposed to come out. The drain tile is vertical it should be more horizontal so water can drain out. He refused to come out and make it right. I paid $2,280.99 and my original problem is still the same. I would like my money.

  

  Business Response

  Date: 09/28/2023

  Hello
  This complaint is for 

  Steve hooks landscaping 

   

  this is ***** hooks landscaping, we are seperate companies. 

  

  Business Response

  Date: 10/11/2023

   

  To whom it may concern, 
  

  please see the attached pdf to ************* complaint.

  Thanks, Steve Hook 

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

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20665598
  I kept getting cut off, with my response, so I'm sending it again.
  I am rejecting this response because:1St I did not block his number. I hung up on him because he wouldn't let me talk. All he did was tell me how long he's been in business and all the things the problem could be, instead of coming over and look at the problem. Whenever I called or text him he just says "send me pictures", which I did with several. He NEVER came out to have a first hand look, that is very poor customer service. The other thing he is sooooo wrong about is: when he arrived to install (what I thought were drain tiles), he said " I was talking to another contractor or whoever it was, and said the drain or Bucket (whatever u call it) will work better than the tiles". This came from Steve Hooks, so that is what he installed. There are also gaps next and around the bucket (drain). Water does not always go in, it goes down the side and therefore water gets under that bucket (drain), which has caused it to rise, which I also sent him pictures and again he refused to come out. He's given me multiple excuses, ex. water is being blown in by the wind, maybe doors need to be re caulked, when developer did the initial grade it wasn't done right, or engineer screwed up. After sending him pictures, on July 26, I asked him to come out. Never came. In fact he hasn't been here since the day he installed drain and took my check. My resolution is to either install drain tiles, at no charge. Leave it the way it is and return 1/2 my money, so I can get another contractor, or take it out and return all my money. Small claims court is another option. The rain in the patio is the same, even after the install. The only difference is I paid for poor result. I just want this resolved. Read the warranty: notify the project manager immediately (which I did),so that proper actions may be taken, which there have been none. There were no phone messages after I hung up on him, or on my voice mail 

  
  
  Sincerely,
  
  *** ` ***