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:05/28/2024

  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.

  On 5/23/23 Backyard images began work on demolishing our old deck and building a new deck in its place. They began by digging new holes for the footings and filling them with cement. Everything went fine with the installation of the deck and had no issues, until January 26th, 2024 our basement flooded. We immediately called out a sump pump company and a plumber to see why the water was not being carried away from the house. Especially since we just had our sump pump upgraded and inspected February 2023. We had two separate companies come out and tell us there is a crack in the water line under the footing of the deck. We were never told during the time of deck installation, they had found a water line where they were digging. And in the contract, it does state if there are unforeseen underground pipes, we would be responsible for the cost to move the pipe. The biggest issue is we were never told about the pipe when they were digging, which would have been clearly visible to the person digging. And they continued to add the footing over the pipe. We now have over $21000 of damages due to the backup of water caused by the broken pipe. Our homeowners insurance will not cover the outside cost to fix the waterline which is over $9000 plus we have a $4352 deductible for the interior work. I am asking **** takes accountability for the negligence done by his crew and assist with the cost of repairs.

  Business Response

  Date: 05/30/2024

         Im writing this in response to the complaint that ***************** has filed with the Better Business Bureau against Backyard Images about her basement flooding on January 26th,2024. This event was over 8 months after the deck was completed in May of ****.I was notified by *** in January about her loss.  I notified my insurance company (State Farm)and filed a claim to let them do their due diligence and determine if Backyard Images was at fault, in which they did not and denied the claim. As far as us seeing the pipe before pouring the concrete, thats the first Ive heard of that through my communication with ***. If we saw the pipe, we would have brought that to her attention. However, per line 2 of the contract signed by both parties,all underground structures are supposed to be marked prior to digging in which they were not. Backyard Images is responsible for having basic utilities marked in which we did with *****. Anything ***** does not mark ***** pipes, detached garage electric, septic, irrigation, or sump pump drainage pipes) need to be marked by the homeowner per line 2 of the contract in which they were not.  We also obtained a permit with the City of *********** for the deck installation (Permit # ****-00000439) in which we passed all required inspections, including a footing inspection prior to pouring of any concrete. After digging the footings, a building inspector for the City of *********** inspected and looked into each footing prior to giving any approval to pour concrete. If there had been a visible pipe, that inspection would never have been passed in which it clearly was with my attached documents from the City of ***********. The deck was completed in May of ****. There had been no flooding occurrences with numerous heavy rains leading up to that point in January.The end of January with the snow melting, constant rain, flooding was a common problem across ********. All of this information has been relayed to ***************** including denial from State Farm finding Backyard Images not at fault. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21769122
  
  I am rejecting this response because:
  
  Line two pertains to septic, irrigation or wires, NOT main water lines. Which should have been visible during digging and as stated in line 5 of contract, 5. In the event unforeseen underground conditions require corrective measures including but not limited to the removal of underground
  pipe lines, conduits, re-filling and compaction Which I understand we would have then been responsible for removing the pipe, however we were never notified of the main water line under the footing, which would have been clearly visible during digging. And for the pipe to be completely broken, there is no way they would not have seen or felt the pipe whilst digging for the footing. As a business owner, it is your responsibility to take accountability for accidents which occur during a project. And doing right by the homeowner when accidents do occur. If you wish to have your own person verify with a camera, as we did with two plumbers, the broken water line is directly under the footing of the deck. And as you stated, in January, we saw heavy water due to melting, which is why it took so long to discover the broken water line. Which none of it would negate the fact that the main water line is broken directly under the footing, which caused over $20k in damages to our house and our  insurance does not cover it due to the fact the pipe was broken because of installation of deck. We are only asking for assistance in fixing the water line, which I believe is a fair resolution  
  

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

  Business Response

  Date: 06/12/2024

  As stated before, there will be no compensation given due to the fact the homeowner did not follow the guidelines of the contract,inspections were passed and approved by the City of ***********, and a claim was denied after State Farm determined we were not at fault or liable. At no point prior to the job, or during the job did the homeowner bring up any pipes to our attention.  As a homeowner it is your responsibility to follow the guidelines of the contract which was not followed multiple times including right upon signing the contract. It is the homeowners responsibility when writing a deposit check  that it will clear the bank,  in which it did not. I was very understanding about this regardless of it being an inconvenience, and an initial negligence of the homeowner following the scope of the signed agreement. The second part of the contract not followed was not marking the pipes which line 2 of the contract states Customer agrees to identify any and all underground structures,such as septic, irrigation, or wires prior to initiation of this project in which they did not.  Unfortunately, we are not able to see or guess what is underground, therefore we are responsible for public utilities by scheduling *****, which we did. Anything else underground needs to be marked by the homeowner. Again, all holes were inspected by an official from the City of *********** and were approved prior to pouring any concrete into the holes.  Those would not have passed inspection if there was a broken pipe or any kind of water in the hole. All City of *********** inspection results have been uploaded to the Better Business Bureau.