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:08/30/2024

  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 contacted this company to build a chicken coop. All of my interactions are via text message or email so I have it all documented. I was assured they could build the coop. Within a month of using said coop, the building started falling apart. I contacted the business over three weeks ago to see about getting it repaired. I was told they'd get back to me. I have messaged them a few times after the initial time I recached out. Now I would like a refund so I can fix the building. I have several issues documented and taken photos to show that this building wasn't built properly or even securely. I have live animals in this building and I can no longer wait to hear from these people to maybe get repairs done for their work they didn't do properly. I will be attaching photos below with some of the following issues: The trim boards that allow the door to close pop off due to staples being used on unsealed wood, the door to the run wasn't built or cut right so now it is also warping to where it needs to be fixed to be secure. All of the wood is unsealed wood touching the ground, the posts supporting the building are not in the ground in any way and are also unsealed and touching the ground (one is proper up on a triangle cut wedge as pictured). Several of the staples are pinching the wire to where I will have to replace the wire because it won't be secure. There are several splits where the few screws I found in the build were used.. again unsealed wood. The roof has screws sticking out well past the wood. There are also various gaps between the floor of the building and some of the walls that will need to be filled in to keep drafts out during winter.

  Business Response

  Date: 10/23/2024

  We would be more than happy to address **** ********** initial issues. We were only aware of the trouble she was having with the coop door and hutch door. When she expressed her concern to me, I asked her to please give me a little time to figure out what to do to fix it. If I'm being honest, I completely forgot about the repair. The next time we heard from **** ******** was through BBB. At this point, we were confused by some of the accusations and concerns and did not think reaching out to her directly was the best option. 

  For clarity against some of the complaints...the lumber used to build the coop and run is all treated/exterior use lumber. It will expand and contract with changes in the weather and temperature. And yes, it can also bend or change position, pulling the securement devices out of place (staples or nails). We used what we thought would work best for her project and are disappointed that the securement has not held up. 

  We were unaware of gaps around the floor or pinch points. However, after viewing the pictures that are available, there does not appear to be a need for repair. The gaps are very small and on the opposite side of the exterior wall, is a 2x4 that lays flat and extends along the bottom of the floor from corner to corner. This is with the exception of the area that was intentionally left open for access to clean the coop. Although it may appear to be open from the outside, allowing a "draft", it is blocked off on the interior side. As for the pinch points, those are also a non issue. In the areas pictured where a pinch point is noted, there are also staples very near holding the hardware cloth in place, as needed to keep it secure.

  I do agree that there are a few, minute splits near the screws used in building the coop. Again, with pressure treated/exterior use lumber, those are likely to appear due to the expansion and contraction of the wood. If there were any splits that affected the structural integrity of the coop, upon building or installation, those would have immediately been replaced. This is not the case here.      

  When we agreed to delivery and set-up of the coop with **** ********, there was no discussion of placing the coop legs in the ground. Upon setup, the coop was leveled in place where **** ******** directed us to set it up that morning. The triangle shaped wood shown and referred to in her picture is part of that leveling process. Again, the lumber used is pressure treated and intended for exterior use. **** ******** was present and onsite during setup and did not mention this complaint until she reached out to BBB. 

  I received one text after receiving the initial complaint and asking for a little time to figure out how to make necessary repairs. I am not aware of any other communication efforts on either of our parts as **** ******** indicated in her complaint to BBB.

  If **** ******** would still like A&E Landworx to address the issue with the trim of the main coop door and the hutch door to the run, we absolutely will. We will not, however, be processing a refund.  

   

  Echo *******, Owner

  Customer Answer

  Date: 10/27/2024

  I wanted to clarify the events as they happened and show that I have tried to work with them in good faith. On 8/8, I reached out with  the stuck doors and the trim holding the latch falling off. After their reply I texted them back on 8/9 with the photos. It wasn't until 8/11 that I got a reply stating that your own coop was having similar issues and needed time to figure out a fix. I agreed to this and stated my concern about the warped wood. I did not hear back from them for a while, I tried again on 8/16 and then 8/30 I reached out to the BBB in hopes of soliciting a reply. At this point, I found more issues with the coop and recorded them as well. The BBB tried to reach out to them on 9/7, 9/18, 9/25, and 10/4. They did not reply to the BBB nor reach out to me at this point either. On 10/12, I tried one last time to contact them by texting them that this was my final time contacting them. On 10/23, you finally replied to the BBB with false claims. I have receipts for every message that was sent, so it is verifiably false to state that there was only one message.
  
  I went for over 2 months without hearing from them.. In this time, the **** has continued to deteriorate finding additional concerns. I also went ahead and had multiple different contractors review photos of the work. The unanimous feedback was that for the price that I had paid for this coop, the work was beyond subpar and rushed. For them to state that I was there and should have addressed concerns then is folly. I am not a contractor and do not have experience knowing these things. I will state that I no longer have confidence in their ability to repair the coop. This is also coupled with the fact that it took over two months to get a reply to this issue. At this point, we will be seeking a full refund either through them or small claims court since we did not receive a coop to specification and longevity. They may arrange for a time to pick up the coop if they would like to salvage what they can.