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:10/05/2023

  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.

  Lack of communication from business about changes to project. Quality of workmanship, job done differently to what was wanted or expected.

  

  Business Response

  Date: 10/23/2023

  Good morning, 

  There have been numerous change orders from the original signed contract and design that have been requested by the homeowner.  All issues have been taken care of and we are waiting a response from homeowner about an additional change they want.  We are not getting any return calls or text from them currently.

  Customer Answer

  Date: 10/23/2023

  As previously informed, we are currently out of state and have not been home since any "repairs" have been made. We want to visually inspect any repairs done before we sign off on anything.

  The fix they are referring to in their response was an item we had requested initially during the project (gas line run to a future fire pit, with access flush in the ground).  The proposed solution was not what we had asked for and did not approve.  They proceeded to complete this item of the project without our prior approval.  Their solution also created a potential hazard.  We were told this was the only solution.  It wasn't until we reported again that this was an outstanding item, that they then found a solution we would find appropriate.  They are expecting additional payment for this fix which should have been included previously in our project quote(s).  We have not responded to this request as we have not been present and will not sign-off on the fixes until we can visually inspect and confirm them.  During the project, they installed the gas line how we had wanted it, but the quality was sub-par and not what we expected - it was plastic, uneven, and of poor quality. We asked for them to correct this and provide something that would match the quality and level of expertise to best protect their reputation.  We were told that there was nothing else that could or would be done, and they left the line sticking out of the ground, appearing displaced and incomplete. Now they are telling us to install what we originally wanted (a nice, covered, quick connect gas line) it's going to cost an additional $500. This should have been proposed to us during the project instead of telling us it couldn't be done or "that's all we can do". 

  We have also requested numerous times for a detailed invoice that we still have not received.  There are additional charges related to additions/changes that are not detailed to better understand the cost of these items.  What we have received is vague and inconclusive.  

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  As previously informed, we are currently out of state and have not been home since any "repairs" have been made. We want to visually inspect any repairs done before we sign off on anything.

  The fix they are referring to in their response was an item we had requested initially during the project (gas line run to a future fire pit, with access flush in the ground).  The proposed solution was not what we had asked for and did not approve.  They proceeded to complete this item of the project without our prior approval.  Their solution also created a potential hazard.  We were told this was the only solution.  It wasn't until we reported again that this was an outstanding item, that they then found a solution we would find appropriate.  They are expecting additional payment for this fix which should have been included previously in our project quote(s).  We have not responded to this request as we have not been present and will not sign-off on the fixes until we can visually inspect and confirm them.  During the project, they installed the gas line how we had wanted it, but the quality was sub-par and not what we expected - it was plastic, uneven, and of poor quality. We asked for them to correct this and provide something that would match the quality and level of expertise to best protect their reputation.  We were told that there was nothing else that could or would be done, and they left the line sticking out of the ground, appearing displaced and incomplete. Now they are telling us to install what we originally wanted (a nice, covered, quick connect gas line) it's going to cost an additional $500. This should have been proposed to us during the project instead of telling us it couldn't be done or "that's all we can do". 

  We have also requested numerous times for a detailed invoice that we still have not received.  There are additional charges related to additions/changes that are not detailed to better understand the cost of these items.  What we have received is vague and inconclusive.  

  
  
  Regards,
  
  *************************

  
  

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  As previously informed, we are currently out of state and have not been home since any "repairs" have been made. We want to visually inspect any repairs done before we sign off on anything.

  The fix they are referring to in their response was an item we had requested initially during the project (gas line run to a future fire pit, with access flush in the ground).  The proposed solution was not what we had asked for and did not approve.  They proceeded to complete this item of the project without our prior approval.  Their solution also created a potential hazard.  We were told this was the only solution.  It wasn't until we reported again that this was an outstanding item, that they then found a solution we would find appropriate.  They are expecting additional payment for this fix which should have been included previously in our project quote(s).  We have not responded to this request as we have not been present and will not sign-off on the fixes until we can visually inspect and confirm them.  During the project, they installed the gas line how we had wanted it, but the quality was sub-par and not what we expected - it was plastic, uneven, and of poor quality. We asked for them to correct this and provide something that would match the quality and level of expertise to best protect their reputation.  We were told that there was nothing else that could or would be done, and they left the line sticking out of the ground, appearing displaced and incomplete. Now they are telling us to install what we originally wanted (a nice, covered, quick connect gas line) it's going to cost an additional $500. This should have been proposed to us during the project instead of telling us it couldn't be done or "that's all we can do". 

  We have also requested numerous times for a detailed invoice that we still have not received.  There are additional charges related to additions/changes that are not detailed to better understand the cost of these items.  What we have received is vague and inconclusive.  

  
  
  Regards,
  
  *************************

  
  

  

  Business Response

  Date: 10/27/2023

  Good morning, 

       I apologize for the issue's that you have had especially with the detail billing as we changed programs recently and are having difficulty getting these to print out correctly.  I will have our team create a detailed invoice for you and we will send it over.

  As far as the gas line, we are not a licensed gas contractor and we subcontracted that to ****** for the install.  There was a fire feature that was supposed to be installed, but the customer has put that on hold for now and we had to change to a solution to cover up the pipe. The pipe is the poly (plastic) pipe that is regulated for gas to be run underground that the professional gas company ran. 

  Hopefully you have a safe return, and we can walk through the project when you get back.

  Customer Answer

  Date: 11/07/2023

  We have *** out of town for several weeks, and just returned home to check on the status of repairs. There are still some items that have not been completed but we have a scheduled walk through with the company in 2 weeks. Hopefully everything can get resolved at that time.