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:05/08/2024

  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.

  In August of 2023, I contracted with Outer Image to complete a patio project in my backyard. I was told that the work is guaranteed. In February of 2024 I noticed that sections of the patio were becoming uneven and "pulling away" and/or sinking from their original placement. I first contacted the owner, on February 8, 2024 and asked that he repair the areas that were in question. He told me he was at Red River Gorge and would get back with me. On February 26 I still had not heard from him so I sent another request. On March 6 I sent another request. He came out to look at the patio on March 6. Agreed that there was a problem with the installation and told me someone would be out to repair. On March 29 I still had no repairs done. I contacted him AGAIN. Several requests were made between March 29 and April 23. On April 23, a representative from Outer Image came to "fix" the patio. Not only is the patio NOT repaired but it is actually worse. The "seams" are no off. The sinking is still visible and rain water collects heavily in one spot. I reached out to **** (Owner) AGAIN on April 30 to let him know.He told me he is out of town but will let his guy know to come back out to repair. It is now May 8 and I still have not heard from him.

  Business Response

  Date: 05/08/2024

  This is disheartening that you went this direction, However, Yes Mrs. ***** did reach out to me after the repair was made on April 30th. Within those 8 days we have had 2 where it hasnt rained and rained hard. The original issue is we went off an existing paver patio that was sloping toward the house and tried to divert water while following its grade. I will be more than happy to fix any low areas in the new part of the patio and expressed that. The supervisor that did the patio has been gone on his honeymoon and the first place he went was to this project. it has rained almost every day since. Please let me know when you will be home so that repairs are made to your approval 

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.  A representative from the company came to my home to correct the issues with the patio.  It appears to be resolved.  I will know more with the next heavy rain (wait to see if water still collects).  Outer Image was very quick to send someone and was very professional.
  
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:01/15/2024

  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.

  Outer Images / Phil F**** installed a large paver patio and retainer wall. Installation completed December 2021. Since that time, the paver patio has sunk approximately 2" at the retainer wall. I had asked the installers to compact the gravel at each level, but they said the compacter was not available - broke or at another job. When I brought up the issue with Phil F**** (Owner) he agreed that the job should have been compacted. He said he would come over and look at the issue - he never showed, this was December 2022. Throughout 2023 I had called and texted Phil to have the job put on schedule and a crew sent over. There were many assurances that this would be done, but no one ever showed up. Now phone calls are not answered and texts are ignored. I have been very patient and gave Outer Image every opportunity to settle this issue. The reason this complaint is so late is due to giving Outer Image the opportunity to stand behind their work. I feel that Outer Image should come out and re-do the pavers / compact and backfill the gravel underneath. Or, if they are unable to supply a crew and equipment in a timely manner, pay to have the work completed. This patio was an opportunity to increase the value of the home, now it is a safety issue (tripping) and more of a detriment to the value of the home.

  Business Response

  Date: 01/15/2024

  I would like to respond to this complaint. First it was not Dec 2021 it was finished in Nov of 2020. We provide a one-year warranty, and the first time we heard a complaint was two years after completion. (can provide a check and invoice that is dated if necessary). This project was way out of warranty and even with this fact I told **** I would fix it. It was compacted but with a hand tamp, not a machine. I am willing to fix where the pavers settled along the wall and at no charge even though the warranty had expired by over a year. As I told ****, we had a major fire and our building and majority of our equipment was lost. We are still dealing with this and I still promise to go over amd fix his patio at MY cost as soon as I can get a crew free to get over there. I can provide pictures of the loss of building along with a fire inspection if need be.

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  
  
  Regards,
  
  Complaint ID ********
  External
  Inbox
  
  **** ******
  Feb 22, 2024, 2:11 AM (6 days ago)
  to me
  
  Hi *******, yes, please reopen and mark as `resolved - Outer Images has successfully resolved the issue and stands behind its services.`
  
  Thank you
  
  **** ******