Complaints

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• Initial Complaint

  Date:07/09/2025

  Type:Order 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.

  Hired to complete a patio paver sealer & re-grout project in the fall 2023. We signed a contract with a quote of $6455. The project was completed and immediately followed by 2 days of unforecasted heavy rains. Any landscaper will tell you that with this type of project there needs to be no moisture for 48hrs. The grout joints were washed out and a milky haze appeared on the pavers. I contacted them regarding this. A lot of delay and lack of communication by them for weeks for multiple reasons. They agreed to attempt to fix the project by piecemealing together "solutions" instead of redoing the project entirely. These solutions due to winter approaching continued into the spring of 2024. We paid $3000 in Jan 2024 as a good faith gesture as they continued to work on the project. By May 2024 after two other landscaper opinions and the products vendor, ******* ********, it became apparent that the project would not be completed to our satisfaction by AldenParks. They attempted "cleaning" solutions that were temporary fixes. There were multiple excuses, deflections and reasons given as to why it was "our fault". We told them at that point let's cut ties and move on and we would not be paying the balance due, as the project needed to be completely redone. They then threatened a lien on our house. I paid the balance under duress. As suspected, over the past year the project has completely fallen apart and needs to be completely redone. The grout joints are all cracking out and the pavers appear faded and hazy. The multiple paver areas around the pool, upper patio and front step are all affected. They look worse than before the project was completed. It was a complete waste of $6455. The project should have been redone from the beginning after the rains and a claim filed with their insurance company. Instead, they denied that was the issue and attempted cheaper piecemeal fixes that did not work. We have emails, pictures and videos that the business if fully aware of.

  

  Business Response

  Date: 07/11/2025

  Quote * ***** was accepted and work commenced on the Patio
  Grout Refresh /Sealing project at **** ***** ***** ****** for
  ******* *** ******* **** in the Fall of 2023. 
  We completed all the requirements of the quote on 10-02-2023.    We then encountered rain as *******
  described. We did not anticipate or predict the amount of heavy rainfall we
  received after the project was complete. Due to the rain, we then started
  warranty work.    
  We returned and replaced the damaged areas of the paver
  grout when we noticed hazing started to appear on the pavers and places where
  the sealer did not take.   We contacted Watkins (our vendor with the poly
  sand and sealer) and **** ******** from Watkins walked us through the
  procedures to help correct the issues. 
  He found out through ******* that the flagstone patios were sealed
  before, not informing me ahead of time.  
  **** concluded the old sealer was trapping water between the new sealer
  and the old sealer.   **** contacted
  Techniseal and they sent of a rep to check out the issue.  Xyelene- a water remover chemical, was the
  choice of the manufacturer to remove the hazing.   We applied the xylene to clean the hazing
  and appeared to correct the issue.  But
  the hazing reappeared.   After more
  contact with Techniseal, it was decided that we needed to scrub the surface of
  the flagstone with the Xylene to allow the water to release.  ******* tried a couple of areas and saw that
  it worked.  We then scrubbed the entire
  patio with Xylene and the hazing was removed.  
  ******* was happy with the results.  
  An issue that was not corrected was the water the contractor found under
  the flagstone.  My concerns were as long
  as there was water running under the flagstone, the poly sand would never cure
  properly.  **** ******** asked ******* if
  we could remove some of the flagstone and he did not think that was a good
  idea.    ******* brought in outside contractors (who
  contacted **** ******** ) and they stated the same procedures we were
  completing was the correct path.  An
  outside vendor (*******) was also contacted and stated we were doing exactly as
  he would have recommended. 
  As the contractor, we showed good faith in completing the
  project.   We followed procedures from
  the manufacturer as they stated.   We
  brought in reps to verify our findings and followed their recommendations.  This was not a typical regrout and seal
  project.   We found elements that
  prohibited the products we used to work correctly.   We went above and beyond the scope of the
  project to make the project right.