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:10/03/2023

  Type:Service or Repair 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.

  I was referred to Dex to complete a pool project and I wish I never had it done. I had multiple PM's that appeared to leave the company during my project and I would never find out about it until after several weeks of no reply's or returned calls about my project. The quality of the work is terrible. The patio was not even a month old and we had quality issues. I reached out to them when they completed the work with the concerns. They told us they would take care of it in email and kept putting it off and never got back to us. The concrete around the pool has been falling apart since day 1 and near the drain is missing where they used duct tape. They also left a wooden stake in the concrete and it is visible. They caused damage to my neighbors yard and said in a text message not to worry they would take care of it, they never did. I had to hire someone else to repair the damage to the neighbors yard. I have hired an attorney to deal with them.

  

  Business Response

  Date: 10/13/2023

  Dear ************************,
  
  Were sorry to hear that you are displeased with our work. Wed like to further understand the issues you are having. Can we set up a meeting with you at your home to discuss and evaluate? Please reach out to *********************************, our Service Coordinator as soon as possible. She can be reached at ************** or by email at **********************************.
  
  Best Regards,
  
  Dex by Terra

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair 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.

  In September 2021, Dex installed our hard scape around the pool with a service agreement to repair any damages for two years. At the start of last summer we noticed several cracked travertine pavers, a seam on the bar that needed to be filled, and the under stairs lighting was not working. After numerous phone calls and emails, the repairs were finally completed in August. After this winter there are over 10 new pavers that are cracked/in need of repair. I began reaching out to Dex on April 13th via multiple emails and phone calls. Just last week I was told that they are not scheduling repairs at this time. The service agreement ends in September, and I would like the pavers replaced prior to that time.

  

  Business Response

  Date: 05/31/2023

  Hi *******,

  We apologize for the frustration you have experienced. Our service department is currently being expanded to better serve our clients amid the rapid growth of Dex by Terra while still accommodating to the shortage of man power. As this department transitions, unintended miscommunication has occurred. We understand your position, and hope that the recent discussions you have had with our service department regarding the proposed plans for the remediation of your hardscaping issues will ease your concerns.

  Sincerely,

  The Dex by Terra Team