Complaints

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• Initial Complaint

  Date:08/15/2022

  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.

  NRD did a huge landscaping project, building 2 boulder retaining walls and a water fountain feature covering approximately ****** sq ft. Upon completion in Sept 2021 we noticed the water feature leaking. They said they would look into it, but it was probably a sprinkler leaking. Since it was fall, we winterized everything and said wed be in contact in the spring. In the spring, we did NOT turn the sprinkler system on. We turned the water feature on and yet again it was leaking. We had a different landscaper tell us there must be a rip in the liner under all the rock. NRD was contacted in May of 2022 and they have yet to come up with a plan to fix the area. They also did not account for water drainage on top of the retaining walls. Everything has been washed out. Instead of fixing the problem, they have come out and dump more class five on the top area above retaining walls, which then just gets washed down onto our sod every time it rains. They have been contacted many times and ask for extensions or give excuses on why a plan has not been made. We paid $168,000 and havent been able to use it for an entire year now without problem after problem. This is unacceptable.

  Business Response

  Date: 08/17/2022

  Our company, NRD Landscape did provide the construction services of the retaining walls, staircase, water feature and excavation grading work. When we were made aware of the leak in the water feature, we sent our guys out in May, they found an area where the liner had settled along an edge, which is common in new areas where soils were disturbed, and the proceeded to lift the settled edge and repair making sure water wasn't leaking out any longer. If leaking occurred after that, we were not aware of it. I have spoken with the sales representative about this and to his knowledge there had not been a mention of any leaking after that correction in May. I have asked the sales representative to look through his correspondences and cannot find mention of a leak after the original fix. In no way would our company intentionally avoid repairs needed for a leak. If this is the case we will provide a fix immediately. As for the erosion, we are aware and have been looking at the best way to eliminate it. The erosion is originating a distance away from the work we performed, an area outside the scope of our work, and is running/eroding existing gravel from the sloped driveway/parking area to the area of the retaining walls we built. Again, we are trying to determine the best fix and determine when we can execute the work, which is not part of the original scope, however we want to help and get it resolved. This Spring when it happened for the first time, we brought out additional class 5 base to raise the grade as well as an additional 4 foot wide stone step to help raise the grade hoping it would help. Again we are completely willing to help correct this and any other items needed. I would suggest a site visit with our team and the homeowners to discuss in person the details of what options we feel are best and can agree upon. Thank you.