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:08/28/2024

  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 reached out to On the Level to have a patio and retaining wall built in my backyard. He started work the week of July 4th. He spent 4 days that week working on the wall and patio and completed 80% of the project. There was discussion of building a second wall and extending a walkway to the front of the house. I told **** that if he could not have everything completed by 8/10/24 to hold off on starting the second wall and walkway until next season. We still were planning on having the initial patio and retaining wall completed. **** did not commit to the additional work but did agree to complete the main patio and retaining wall before 8/10. I had initially given him a $2,000 check dated 7/1 before the project had started which was cashed on 7/5 and is reflected on the invoice On the Level sent me. I paid the balance on invoice *** for $3,062.35 with check # *** dated 7/20 and was cashed on 7/22. 7/21 was the last day I spoke with *********** it sits now, 8/26/24, the patio and retaining wall remains unfinished. **** has refused to answer any of my calls or texts or even speak to me in person. He left mounds of sand and loam in my driveway, pallets spread across the property, and he left my fence post laying off to the side, leaving my fence with an open gap. The post was removed to allow access to the backyard with a bobcat and excavator. My ideal resolution would be for **** to finish the project, as what he has completed to this point is beyond satisfactory. If he has no intention of finishing, I am looking for a refund so I can find another company to complete the remaining work.

  Business Response

  Date: 09/05/2024

  This was not an official job for On The Level Bobcat Services, this was a favor for my wifes cousin and his girlfriend. The charges for the materials were listed on a company invoice as I had used my contractor account to receive contractor rates for materials in an effort to save money for my wifes family. The only charges were for materials and the cost of the truck driver for hauling materials. I provided 60 sq/ft of wall block and wall cap at no charge. I also did not charge for my labor or the cost of running my Bobcat, excavator, and dump truck as I was doing this as a favor for a family member with the understanding that we would be working together to complete what they wanted. My wifes cousin provided minimal assistance and when his partner was asked to assist her reply was f*** that.
     I gave up my vacation week and 4th of July holiday with my wife and daughter to assist her cousin with his project. While I was working at their house that week I was treated with minimal respect, as if I were a stranger and random contractor, not a family member who was doing them a favor and saving them a considerable amount of money. The final straw occurred on July 4th. I arrived ready to work with them to finish the project and was informed that I would be doing it by myself because they were going to a cookout at his girlfriends mothers house. I left the project as is because I felt the work I was doing along with the time and materials I had given for free were not being appreciated and I also felt I was being taken advantage of. 
       At this time I will not refund any money as the only money charged was for the truck driver to deliver the materials and for the materials which have already been installed in their yard, this does not include the cost for the 60 sq/ft of wall block and wall cap which was given to them at no cost. There was no charge for my labor or the use of my equipment.
  
  

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  

   Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  While I do not agree with most of what was said, it is clear that you do not intend to resolve this issue. Not once did we expect or state we expected you to complete this project free from labor costs. In fact, we made it abundantly clear we were going to make sure we paid you for your time and labor. It was again reiterated to you day one of the project. We can't control what was charged to that point and we certainly would have said something if labor was not included in the final invoice. As for disrespecting you and treating you as a contractor, I made sure you had lunch each day, made multiple trips to get you coffee, and provided an endless supply of bottled water to you and your worker. I helped as much as I could; however, you knew going into the week that both my partner and I were working that week, had prior commitments, and would not be able to make ourselves available 100% of the time. 
  

  Regardless of all that, you had countless opportunities to voice your concerns and resolve this both maturely and amicably. Unfortunately, you decided a different path. It was extremely unprofessional to walk off the job because of hurt feelings, and even more so that I had to file an official complaint to get a response from you. At this point we will find another contractor to complete the work.

  
  FAQ
  
  Regards,

  ********