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:10/28/2024

  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.

  At first, everything was going smoothly. Our project has gone on for over a year now. There are multiple issues that still have not been fixed, even though we have sent multiple communications, we get the runaround. We are too busy... we don't have the supplies (I checked at ******** each time and the product used was there)... we are short handed... it's too hot. The patio has broken and has sunk. The wrong drains were installed. The driveway has cracked because the drain that goes underneath DOESN'T EVEN HAVE A FULL LENGTH OF TUBING so any material has washed out making the entire slab weak. The design of a portion was tweaked without permission and now my dog can jump over the fence if we don't bring her out in a lead. The entire project is subpar.

  Business Response

  Date: 11/05/2024

  This response is to address the concerns raised by ***** ******** regarding
  our completed work. We understand the importance of clear communication and
  customer satisfaction and appreciate the chance to provide further details.

  
  Our team completed all tasks specified in the original estimate, and the invoice
  was paid in full on October 13, 2023 (check *****). According to the contract
  that was signed by ***** ********, section 2 states, “once final payment is
  made, all sales are final”.  Since then,
  the client requested warranty work, which we acknowledged and were prepared to
  address.

  
  Deck Plugs: The client requested replacement of some deck screw hole plugs that had come loose. We explained that the plugs required a specific, custom-ordered material that is not readily available at box stores. Installing a similar, but mismatched, plug would not meet our quality standards, so we opted to order the exact match.

  
  Patio Issue: The client also expressed concerns regarding the patio. Initially, we addressed this by applying an overlay, which secured and strengthened the patio's functionality. However, the client later requested a complete removal of the patio. To ensure the best long-term outcome, we advised the client to use the patio over the summer and we would address any issues that arise based upon our warranty guidelines. allowing time for the ground to settle following extensive grading and retaining wall installation. This approach enables us to assess any issues that arise, ensuring a durable and lasting solution.

  
  Design Adjustments: Regarding the design, the client approved a revised layout for the backyard retaining wall on May 24, 2023, which we implemented as agreed. This revised design addressed budgetary adjustments, and we received approval based on the updated estimate and signed contract. The client also opted to modify the sidewalk layout around the deck from the approved design. We made the wall change with their full understanding of the implications, including a slight height difference near the fence.

  
  Drain Tile Installation: For the drain tiles, we used NDS-certified products, which meet the national standards in the U.S. The agreed-upon scope did not include drain tiles under the concrete; however, we installed these free of charge upon client request.

  
  Concrete Warranty: The client has requested that the driveway be replaced. The signed contract clearly outlines warranty terms for concrete work, and the warranty does not cover the replacement of the driveway in this context.

  
  With all services rendered and agreements fulfilled, we cannot accommodate
  the request for a full refund of $55,000, as this exceeds the agreed-upon
  contract value of $54,017.20. We initially offered to replace the deck plugs
  and repair the patio but given the client’s recent public statements and demand
  for a full refund, we believe further replacement work would not meet their
  expectations.
  Please let us know if additional documentation or clarification is needed.
  We remain committed to addressing this matter professionally.
  
  ******* *******
  Owner
  Integrity Landscape & Remodeling

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not request a full refund from them. I asked to either complete the requested repairs or pay the bill to get them finished. I had told **** previously that I would make the public aware of the situation, and as it's been over a year now since the "completion" I took action. The work was not completed. **** said he would be back to secure the caps to the walls and not all have been secure. My mother-in-law fell while mowing as a cap was not secure. We made efforts to secure some of the caps, but ran out of product. We knew which product used as a tube within a gun was left in our front yard after an attempt to secure the caps or front. The portion of the wall we are unhappy about is along the house as we did not know it would be there. We also voiced concerns about the level of the yard after the work as both of our dogs jump high. Our Akita has now jumped the fence on multiple occasions. We have to continue to take her outside on a lead to ensure she does not jump it. We purchased materials to extend the hight of the fence but have not been able to finish it. As for the price, I put in a rounded number. I could not remember the exact price. The wall that is next to the deck still has material on it from the patio. We acknowledge the ground settling for the patio and ****** effort to put a skim coat on the patio to fix the unevenness of the work; however, the patio has major cracks and half has sunk. I alerted ****'s to the issues before they became how they are now.

   

  Both drain extensions installed collect water in them instead of letting it out during weather events. The drain under the drive does not connect to the tubing. We went to flush it out as there was debris collecting in the outlet area and did not get any water out. The water was coming out underneath the driveway. We sent a snake camera down to discover the tubing went from plastic to earth under the drive. We dug around the outlet, only to discover there was no pipe/tubing connected to it. We saved a box from the decking material in case we wanted to expand or change something dealing with the deck. It is the same Material from ********. For the plugs missing or those that are coming out because they were already too long for the holes, material from one of the temporary steps made to pass code can be used. 

  We just want the work done. We sound have been first on the list to complete everything. We shouldn't have to be the one to ask where we are on the "list". We never did the final walk through, so the work was not completed. The final payment was made before the work was finished. Since then, it's been a struggle to communicate out get direct answers. This is why I went public. The most important thing we want finished is the drive and the patio at this point. This is why we said a partial refund of pay for the work as the concrete soak could have been done at any point this year once the weather turned nice. I hate pestering people, but when work is not complete and I get the run around or no answers it is called for. The are 5 month gaps between communications, all starting with me asking when the work will be done.

  This has drug on long enough and we just want it to be finished. We have quotes on the work for the drive and half of the patio that needs work. We have asked twice to either finish this or pay for someone to do it. This is what we are asking. Do the work or pay someone else do it for you. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 11/17/2024

  Tell us why here...

  Dear ***** ********,
  Regarding the retaining wall, the design was presented and approved by the client before work began. The client was informed of the potential issue with their dog jumping the fence and acknowledged it. They understood that fence modifications were not part of the scope of work due to budget constraints and agreed to address any necessary adjustments to the fence themselves at a later date. As such, we cannot take responsibility for any issues related to the dog jumping the fence.
  Concerning the wall caps, we sincerely regret that the client’s mother fell. The caps were installed and glued down according to industry standards, using adhesive intended for retaining wall caps. This adhesive is not structural and was never presented as such. Walking on the edge of the caps is done at one’s own risk. We are happy to stop by and re-glue any caps that may have come loose, but we cannot accept responsibility for the caps detaching due to being stepped on.
  Regarding the deck plugs, the decking material was not purchased through *******, as this retailer does not carry the specific brand used for the project. While the railing could be sourced there, the decking had to be ordered directly from the manufacturer, which required lead time outside of our control. We appreciate your understanding as we worked to complete this part of the project.
  As for the drains, they were installed per the manufacturer’s specifications and industry standards. These products are designed to function as they currently do, allowing water to drain during rain events. While drilling additional holes to release residual water is an option, we do not perform such modifications as it voids the product warranty. The materials used for the drain tile are standard in the industry and were installed as one continuous, solid piece of corrugated pipe. Additionally, the drain installation was provided free of charge at the client’s request to run them under the concrete. Since this was not part of the original agreement, the drains are not covered under warranty.
  Regarding the driveway, as stated in the warranty, concrete can crack, but the existing crack does not meet the criteria for repair or replacement under the warranty. The driveway layout was approved by the client before pouring, and therefore we cannot replace it under the current conditions.
  We will, however, address the wall caps and deck plugs per the warranty and will complete this work by January 1, 2025. Please let us know if there is anything else you’d like to discuss.
  
  Integrity Landscape & Remodeling