Complaints

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• Initial Complaint

  Date:03/31/2025

  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.

  We went under contract with DG Lawnscaping on 10/1/24 and they started work on our house on March 10, 2025. They were contracted to exvacate and remove dirt to prep for retianing wall and concrete, pour 2 conrete slabs, regrade back yard, build retaining walls, bury downspouts and then lay sod.
  The company started their work and once they poured the concrete it came out terrible. We asked them to remove all the concrete and re-pour. They said they would remove, but they would not re-pour. We asked for half of what we have already paid as we need to hire someone else to come fix the job.
  The current state of the job is unfinished retaining walls, with improper gravel inside it, not buried down spouts, piles of dirt, concrete that needs to be removed, and a huge headache.
  They said more than once they customer satisfaction was important to them but they weren't even willing to discuss. I had another company out who gave me a large bid to redo their job, and they also informed me that they have had to do work after the min the past.

  Business Response

  Date: 04/08/2025

  The *** ******* contracted with
  our company to install 2 retaining walls and 2 concrete pads, drainage and
  sod.  The *** ******* gave us a deposit
  on 10/1/2024 but did not want to begin this project until after the first of
  the new year.  They signed a contract
  with DG Lawnscaping on 3/10/2025 and we began working on the contract per
  mutual agreement on March 11, 2025.  I
  have attached a copy of the signed contract. 
  We completed the excavation, built and completed the 2 walls and poured
  one and half of the other concrete pad.  *** *** ***** commented after the walls were built, “they look
  excellent.”  The day of the concrete
  pour, the wind was very strong, it was warm, and the concrete company did not
  deliver the correct concrete mix for the wind and the temperature, and since
  there was no access for the concrete truck the concrete had to be moved to the
  forms by buggy and therefore it set up fast. 
  We agreed with the *** ******* that the concrete was not what we wanted
  and needed to be removed on the left side (the ½ pad). We offered  the *** ******* two different options.  1. We would remove it at our cost and re-pour
  it. Or,  2.  They could keep the concrete at no cost and,
  additionally, we would give a $1000 discount on their total bill.  Then, they could contract with another
  company to pour the other half of the second pad.  **** ***  *****  declined both remedies
  offered and said she wanted it removed in 10 days and she did not want our
  company to re-pour the slab.  We told her
  that we understood, but given the weather and the amount of work required to
  remove it (it would require heavy equipment and jack hammers), we could not
  complete the task in 10 days, but would be able to complete the removal by
  April 30 at the latest.  **** *** ***** declined
  our offer and told us not to step foot on her property again.

  The remainder of the work, cleanup
  of the yard, burying of the drainage pipes and sod does not occur until the end
  of the project and is not done until the concrete is complete, and the Von
  Almen’s have not paid for any of those items. 
  The *** ******* have only paid for the work that has been completed:
  excavation, building of the walls and materials for the walls.  We did not charge or collect for any of the
  concrete work that was done.  She wants a
  refund of $3875 which we told her we would not do as the excavation and the
  building of the walls was $8,068.78   and
  she had paid us $7,750.00 to date.  The
  work that has been completed has been done per the agreed upon estimate, and
  was originally accepted by the *** ******* and done to the highest
  quality. 
  
  **** *** ***** has severed any mutual trust with
  our company, I don’t see how we can resolve this to her satisfaction – we
  offered to remove the concrete by April 30 and she said that was not
  acceptable.  We have not been paid by the
  Von Almens for the concrete or to do any further work on this contract, we will
  not re-grade the yard, bury the down spouts or lay sod without a contract and payment
  for those items.

  **** *** ***** has already stated
  that she intends to continue to post on social media that our company is
  sub-par and give us poor reviews whenever possible. I don’t believe that the
  relationship between our company and the *** ******* can be restored in order
  to satisfy her.
  
  I have attached all written
  communications between the *** ******* and our Company, a copy of the estimate
  with notes and the contract for our services. 
  I have also attached photos of our work and a screenshot of a social
  media post that **** *** ***** has posted in which she has taken down the walls
  and is selling the materials. Pictures are attached, notice there is plenty of gravel backfill in and behind the wall.  **** *** ***** also stated that the contractor she had come to give an estimate to finish the job told her that they (other contractor) has had to clean up previous jobs we have done.  This statement is 100% false, as our company has NEVER had a complaint and we are highly recommended from previous customers.  

  Business Response

  Date: 04/21/2025

  To Dispute Resolutions:

  
  DG Lawnscaping's position on this issue is that we have
  performed all work that *** *** **** *** ***** have paid for, and the work that
  was performed was done to the highest of industry standards.  We will not refund the $4,375 that **** *** ***** is requesting because that money paid for services that were contracted
  and completed.  We initially offered **** *** ***** $1000 so she could contract with whomever she wanted to complete the
  project since she did not want us to do anything more for her and she wanted to
  cancel the contract.  We offered to
  remove the concrete at our own expense – which she had NOT paid for and she
  rejected that offer.  Any other work she
  is referring to in her complaint she has NOT been charged, nor has she paid any
  deposits toward.  In response to her
  response “I am rejecting this response because:” DG Answers follow each statement:

  
  Sentence 1. “his entire crew would be present”    DG: our entire crew was present. 
  Sentence 2. “their working hours and communication about
  timing were not transparent”   DG:  ***** told the *** ******* that his crew would be working from approximately 8am to 4
  or 5pm each day.  (all of our workers are
  on a GPS time app that tracks their day).
  Sentence 3. “we received no updates”  DG:  Contract
  does not say that we will provide day by day or step by step updates.

  Sentence 4. “We had to initiate communication, and when
  Travis saw the concrete he immediately contacted David”.  DG:  The concrete had only been done for a few hours. 
  Sentence 5.  “At no
  point were we offered an option to remove and repour slabs.”  DG:  We did offer to remove – **** *** ***** had already told us she did not
  want us to repour and wanted to cancel the remainder of the concrete. See previous copies of email communications.
  Sentence 6. “They would remove the concrete at their own
  cost without refunding any money” DG:  No money would be refunded because the *** ******* had not paid for the
  concrete or the labor to pour the concrete. 
  In addition, we offered a “goodwill $1000” and they could keep the
  concrete, or they could contract with someone else to remove it if they did not
  want us to remove it. **** *** ***** rejected the offer.
  Sentence 7.  “*****
  and ****** ******, owners of DG Lawnscaping, live less than a mile away but did
  not feel it necessary to visit our house when we expressed our
  dissatisfaction”  DG:  We had set up a meeting to discuss the concrete,
  but **** *** ***** had already sent an email with her “terms” and we did not
  agree with her “terms”, therefore there wasn’t anything more to discuss – she
  had already told us that if we did not do what she asked then we did not have
  permission to be on her property and she was contacting her attorney.

  Sentence 8.  “AB3 Rock
  inside our retaining wall is not, in fact, AB3, and the wall could be
  compromised” DG:   AB3 is NOT to be placed inside of the hollow
  portion of the retaining wall bricks because when it gets wet it hardens up and
  does not allow water to drain.  AB3 is
  ONLY used for the base of the wall, which we did use for the base.
  Sentence 9. “Concrete companies indicated that the first
  block of the retaining wall should be below the concrete, which was true on the
  left side but not the right” DG:  Photos
  are attached of both sides with the first layer of blocks below the concrete
  level.
  Sentence 10. “We received a quote for $6,000 to repair the
  sod damaged by DG Lawnscaping. 
  Additionally we have attempted to give away the base rock to avoid
  hauling costs and still need to pay someone to remove the dirt pile.”  DG:  Had they not voided the contract, the sod would have been repaired when
  the job was completed.  The *** *******
  had accepted, and signed, a separate contract for us to repair their sod when
  the job was completed.  The small pile of
  dirt was left to be used to re-grade the property when the job was
  completed.  No deposits or payments were
  made to DG Lawnscaping for any of the work mentioned here.
  Sentence 11. “Despite DG Lawnscaping claiming customer
  satisfaction, they were unwilling to meet with us”  DG:  See answer to sentence 7
  Sentence 12. “The 
  $7,750 we paid did not equate to the quality of work received” The $7,750 paid to DG
  Lawnscaping was to excavate and haul away the dirt and materials and labor to
  build the 2 retaining walls, which was all completed to highest industry
  standards.

  
  Once again, The Von Almens have never been charged for the
  concrete and the materials used to pour the concrete including the labor to
  build the forms and lay the rebar, or the rental of the buggy to move the
  concrete from the truck to the pad site. 
  We also did offer to remove the concrete at our cost so she could
  continue the job with a new contractor. 
  **** *** ***** demanded the removal be done in 10 days and we knew that
  we would not be able to get it completed in 10 days and told her we could have
  it done BY April 30 AT THE LATEST.  See
  email communications previously sent.  It
  should also be noted that **** *** ***** wanted to hold off on any yard repairs
  until she was able to have sprinklers installed first.  

   

  Customer Answer

  Date: 04/25/2025

  I hope this email finds you well.  Thank you for returning my call, I thought I would send an email instead. I have disagreed with the company back and forth on BBB, but they are not trying to come to a resolution, they are just trying to invalidate everything I say, even when I show them multiple images, and proof of what I'm saying. It's very clear that there will not be a resolution. 

  Before I take the time to respond again that I'm rejecting what they say, I'd like to change this to just a complaint on their business. They don't want to try to find common ground, and I have already put a lot of resources into trying to get there. Is that possible?

  
  

  Thanks,