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:07/17/2024

  Type:Billing 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.

  Summer of 2024, made landscape plans with Mr. ************ and felt we understood each other; I trusted and respected him. Fall of 2023, ************ crew landscaped my yard, which included building a rock frame around a fire pit. Upon completion of the rock Gator Dust ring around the pit, I noticed the underlying rocks not secure and when I tried to scoot them under the Gator Dust (hard sand and plastic mix) the Gator Dust cracked and broke. I asked them to fix it and they said that they really don't have they system perfected yet. Things move slowly in the landscaping world (the work was supposed to have been worked in the summer, 2023) so I received the bill in March 2024, I called several times to talk with ***** and set up a time for him to see the work and make it right. He was fine with me waiting to pay. He arrived, unannounced, two weeks ago, July 2024. He told me that he would redo the frame around the pit if I pay for materials. He also told me that he talked about the Gator Dust with me last summer. He failed to tell me that the Gator Dust needs a stable edging around it to hold it in place. He never mentioned that the material is brittle and fragile and totally unsuitable unless framed. So, framing was not figured. I do not want to pay for his miscommunication and inferior product for the situation. That pit frame cost me $1,128. I wish to be reimbursed for the crumbling, brittle. fragile product. I no longer trust Mr. *************

  Business Response

  Date: 08/14/2024

  ***,

  We have been in business for over 46 years and are a very reputable business.  We always try and do our best for all our customers.  However, **** **** did not want to spend a lot of money.  She had a budgeted amount to spend.  I did not have a border figured in my estimate for this project to save on cost. The pics she's submitted appears she has been pulling weeds out instead of spraying.  This would contribute to the crumbling appearance.  I offered to put a border in at no labor cost if she agreed to pay for materials.  She asked me to figure up cost of materials for border but before I had the chance to figure it up she called back and said "she would live with it".  She then paid her bill in full.  The fire pit area represents a very small portion of the landscape project.  There is no reason she should be disputing the entire amount of the project ($11,436.51).  I'm still willing to put a border in around the firepit at no labor cost if she covers the materials for the border which was never figured in the estimate.

  Sincerely,

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

  Customer Answer

  Date: 08/15/2024

  ***** has been in business for 46 years, but the product he used on my property has not been around that long.  He sold me an idea because I trusted him and his reputation as running a good business.  However, his sales idea was misleading because he failed to tell me the product is fragile, brittle, breaks apart when I try to pull weeds from it and his workers didn't know how to install it properly.  He also failed to tell me the product requires a border.  With all his experience should he not have told me this upfront?  The man thinks he is in the right, but the product is defective.  I think he should admit that his product is inferior and reimburse me for the defect.  If I buy a computer or a car that is defective, the company is responsible for correcting that defect.  Landscapers need to take responsibility as well. Thank you.

  Business Response

  Date: 08/23/2024

  We have used Gator Dust Bond in our landscape designs for many years for several clients/jobs.  My employees do have experience in the application of this product.  The use of gator dust does not require a border.  It is the client's preference to install a border or not.  I have done many jobs where the client chooses to not have a border. In my opinion, the firepit design fits well aesthetically with the rest of ****'s landscape. 

   Again, my offer is I will install a border around the firepit at no labor cost if **** **** covers the cost of the materials for the border which was never figured in the estimate for the project.                                                                                                                                                                                                                          

  Customer Answer

  Date: 08/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the product was improperly installed so it has cracked and broken.  You can see from the pictures that the product they used is cracked and broken and to be fixed needs a border so that it can remain solid.  However, his failure to inform me I needed a border was misleading;  HIS MISTAKE.   That is not better business.   I bought a Kia vehicle that has been recalled for an inferior part after a year of driving.  This Friday I must drive to Evansville and have the part repaired. Kia is NOT CHARGING ME for the broken, inferior part that has been recalled by the company.   Their example is good business.  ***** needs to reimburse me because I DO NOT TRUST that the job will be completed properly.

  A good and helpful business person would have informed me that I need a border in order to secure the Gator dust.  Why are they able to shirk their responsibility to provide full disclosure of what is needed for the product to work?  How was I to know it needed a border if he didn't tell me?  Being ripped off $2,000.00 for a broken product is not helping me, rather it creates anxiety and mistrust.  By now he'll need more of that Gator Dust with the continued break down, but will he do that?  I don't trust that he will.  What he presented as a useful product breaks and cracks with the slightest touch.  It will continue to break and crumble.
  
  
  
  Sincerely,
  
  
  
  **** **** Young

  Business Response

  Date: 08/26/2024

  I called **** **** last week to discuss this issue but she did not return my call.  My offer stands that I am willing to rework the edges and install a border around the firepit at no labor cost with her being responsible for the cost of materials only.   Trip and labor charges would be the most costly expense on this job and I'm willing to cover those...and I have been from the very beginning.   I feel that is more than fair considering a border was never figured into the cost of the estimate.  I need to hear from **** **** within 4 weeks if she wants to proceed with this resolution.  My offer is off the table after September 23, 2024.

   

  Customer Answer

  Date: 08/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not trust him.  So, let's proceed as follows.  Rather than him contact me personally, let us negotiate through y'all.  Ask him to send the cost for materials, including repair of the damaged Gator dust and the permanent border.  Let's leave it as an open negotiation until work is completed correctly and looks like it will endure.  Will that work for you at BBB?
  
  
  
  Sincerely,
  
  
  
  **** **** *****