Complaints

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• Initial Complaint

  Date:07/25/2024

  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 brought in Cambridge painting stones because they were the best. I redid my entire backyard and put in a built-in pool. Everything was great and then all of a sudden it wasn't. The color changed. The look changed. That armor tech did not work the way that it was promised. The color is completely dull. There is a haze over it. I have worked with someone from the company who made a lot of excuses and explanations as to why it was not warrantied. I stuck by this company because I felt that they were the best and everything that they portray on TV about the lifetime of this Warranty is not real. I cannot seem to get someone to come down and give me an honest opinion. I was advised to seal it. So I did. I was advised to power wash it. And I did. These were all recommendations from the company. And now they're saying that it's not warranted because it was altered. Even though I followed the instructions of a Cambridge associate. My backyard looks dull. Nothing exciting. And I invested $80,000 on making a beautiful backyard. I am very upset that the promises from this company do not come through. I wish someone would come here and help me figure out how to make my backyard beautiful because I am really sad about it. It is not what I was promised. It did not live through the test of time. It is only 12 years old. And it is completely dull and not attractive whatsoever .

  Business Response

  Date: 07/29/2024

  1. ******'s project is 12 years old, as she stated.
  2. Approximately 3 years ago one of Cambridge's Territory Managers, one of two who have been with Cambridge over 12 years,responded to a request by ****** to have someone visit the project.  We do not have a record of how ****** made that request.
  3.  When our Territory Manager visited the project he asked ****** had anything been done to the surface of the pavers,she responded no.
  4.  Our Territory Manager was able to determine that the pavers were sealed.  ****** admitted they were sealed not once but twice.  Our Territory Manager told ****** the sealer would have to be removed and told her what chemical would have to be used. 
  5. At no time did our Territory Manager ever instruct ****** to power wash or seal, the sealing was done before we ever visited the project.
  6. ****** called our Territory Manager and made an appointment to meet on July 18.  ****** did not show at the pre-arranged meeting.  Photos of ******'s project were taken by our Territory Manager on the 18th.
  7. ****** should call the contractor who cleaned and sealed her project for his assessment and recommendation. 

  Customer Answer

  Date: 07/31/2024

  
  Complaint: 22046583
  
  I am rejecting this response because so much of your response is false:

  I will respond line by line:

  1.  This is correct. 12 years

  2. Also correct that 3 years ago a representative visited the property to access.  The request was made directly to the Cambridge corporate office.

  3. I responded that the pavers had been power washed.  This removes dirt and weeds/**** that grow between pavers.  

  4.  The pavers were not sealed.  I don't even know what that process entails.  At no time did I "admit" to anything of the sort.  He asked who had done the power was an sand fill between the pavers.  He said that he knew them and that he would contact them directly and have them return and do it again.  They did come back. But, it didn't work because the problem is in the color of the pavers.  The haze, the dullness etc.  However, they looked cleaner and the space between the pavers was refilled.

  5.  This is not true.  He called the company DIRECTLY.  Sealing was never done.  These sound like very convenient responses, to avoid accountability.  The color should not change.  I see your commercials EVERY DAY.  False statements.  Fast to blame customers.  

  6.  There was no preset appointment.  He told me that he was going to be in my area the following week.  I have a job and cannot be available at any hour convenient for your staff.  As he had been to the property before, I told him it would be okay to go and survey the property.  My presence was not necessary, although I was seeing all through my property video surveillance. 

  Accountability would be most appreciated.  I spent a lot of money with Cambridge stones for the sole reason that the color would not change and that it is lifetime warrantied.  I need a resolution.  And, unless you have facts, do not try attempt to create dialog to make your case.  The things that are saying that "I" said or "admitted" to saying are insulting.
  
  
  
  Regards,
  
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