Complaints

This profile includes complaints for LTD Landscapes, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LTD Landscapes, Inc.

  313 Water St Milford, OH 45150-1139

  
• 

  LTD Landscapes, Inc.

  PO Box 381 Milford, OH 45150-0381

  

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:10/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The date of transaction was 11/15/18 with a 5 Year Warranty from shifting or movement of the patio. The paver patio and seat wall were installed and completed on 11/15/18, a few months later, the pavers began shifting and separating, and the seatwall began falling shortly thereafter. Over the years, I sent several emails, pictures, and videos to the Dave S****, Owner, as well as made countless phone call without receiving a response. I finally filed a complaint with the BBB on August 14, 2022 when the seatwall began tumbling down. Because of my complaint to the BBB, LTD came out in October of 2022 and made the repairs. By early Spring 2023 the pavers began to shift and separate again, and got progressively worse. On September 19, 2023, I sent Dave S**** videos and pictures of the patio taken in July 2023 and and September 2023, showing the rapid shifting and separating within the two months. On September 22, 2023 Dave responded, "Because of the extreme dry conditions the ground is expanding and contracting. With moisture, the conditions my revert back. If conditions don’t change, the solution would be to add Polysand as needed. If you would like a proposal to do this, please let me know." I responded that the work was still under warranty, and that the pavers were shifting and separating a few months after the project was completed. He never responded. I finally sent him a certified letter on 10/5/23 asking for a response by 10/11/23 to let me know when he will take care of the issue. To date, he has not responded. I'm not surprised because that has been his pattern. I am asking for LTD to honor the 5 Year Warranty and take care of the ongoing issue. The attached photos do not clearly show how badly the separaitng and shifing look, so I will send the videos via BBB email. I have attached my correspondence to LTD from 9/19/23 to 10/4/23.

  Customer Answer

  Date: 11/16/2023

  Complaint #********
  
  
  
  Dear BBB Representative,
  
  Attached is a letter from one of the four companies that inspected the condition of the current patio done by LTD Landscaping.  The letter details why the patio, seat wall and retaining wall are shifting and separating. All four companies that inspected the patio last week came to the same conclusion. The patio was improperly installed by LTD Landscaping, and is the reason for the shifting and separating within four months of installation and has been an ongoing problem. Please attach the following letter from ** ********** to my files.  Thanks a lot.
  
  ******* *******
  
  
  
  
  Date: November 7, 2023 at 11:01:09 AM EST
  To: *******************
  
  
  Hi *******, 
  
      It was great meeting with you yesterday and we greatly appreciate the opportunity to work with you. 
  
  In my professional opinion, this is what I feel is wrong with the current patio, seat wall and retaining wall and what we will do to fix the issues: 
  
  Patio: 
  
  The current patio is rolling on the edges of the patio and creating large gaps and uneven pavers. The reason this happens is that the base of the patio is not the correct material and/or the correct depth it should be in order to have long term success with pavers. For a paver patio, we recommend an 8" - 12" base of 1" limestone compacted at 1/2" lifts. This ensure that the base of the patio is sitting on a solid foundation for many years to come. I did not see the initial installation of the patio but I'm let to believe that the wrong base material was used as well as not going deep enough with the base material.
  
  Seat Wall: 
  
  The seat wall is having the same issue as the patio, where it is sinking, moving and becoming unlevel. we recommend the same 8" - 12" base of 1" limestone compacted at 1/2" lifts to ensure the patio is sitting on a solid foundation. It looks like the installers used a concrete base but I don't believe there is anything under the small amount of concrete to ensure the wall stays level long term. Evid**** of this, is that the the homeowner said the wall was moving within a couple months of installation and had to be completely re-done a couple years after installation. 
  
  Retaining Wall: 
  
  The small Alan Block retaining wall is doing similar shifting as the rest of the patio and seat wall. It is unlevel and has large gaps in between the block. This shows that there is movement in the wall. There is a reasonable possibility that this wall wasn't even built level and could have had a major tilt to it the first day. Either way, this bottom wall does not have proper drainage throughout the wall to ensure it can release water pressure appropriately. The major issues with this wall is that I believe it does not have a proper base and I know it doesn't have proper water drainage. 
  
  Solution: 
  
  The only way to fix the issues in the patio, seat and wall and retaining wall is to remove those item, add a new, correct base and correct drainage to ensure the patio doesn't shift or move long term. We will ensure you have a correct, permeable base throughout the patio, seat wall and retaining wall and that is has no movement for years to come. That being said, we will also install perma-edge concrete restraint on the outside of the patio to ensure the patio doesn't shift as well as as permeable nitro sand throughout patio to ensure proper water drainage.
  
  The issues your currently seeing on the patio should never happen this soon into the installation of the patio and you should get 15 - 30 years on a patio before having to do any reconstruction or fixing of the patio. 
  
  We do feel for you and hate that you have to go through this process because it is unfair and not right but we ensure you that when you work with ** **********, we only do thing the right way. We know that we can fix this issue for you and we will ensure that when we do this remodel, this will be the last time that you have to do this and you'll have a gorgeous, useable patio for many year to come. 
  
  Thank you again for the opportunity and we look forward to serving you. 
  
  Thank you, 
  James S******
  Sales Manager
  
  Office - ###-###-####
  Personal - ###-###-####
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  Business Response

  Date: 01/18/2024

  BBB Complaint #********

  January 17, 2024
  

  Dear BBB Representative,
  

  In September 2023, we received and reviewed the
  photos sent to us by *** ******* of the patio that was installed in 2018.  It appeared from the photos that there was a
  very minor amount of paver shift.  The
  solution seemed to indicate the installation of polymeric sand would solve the
  problem.
  

  After a follow up letter from *** ******* in
  October of 2023, we reviewed the site in early November of 2023.  After reviewing the site our solution is to
  deconstruct Allen block retaining wall, seat wall, and pavers.  The base material for both the terrace and
  walls will be recompacted, Additional gravel base added and compacted as
  required, the Allen Block wall and seat wall reinstalled.  The paver terrace area will also be
  recompacted and gravel base material added and compacted as required, in
  addition a Geo-textile will be installed between the compacted gravel base and
  the sand leveling material.  The pavers
  will then be reinstalled, compacted into place, polymeric sand infill
  installed, and masonry fiberglass reinforced edge restraint installed.  Any damaged areas of lawn would be reseeded
  and any damaged areas to planting areas would be mulched.

  Fulfilling the 5 year warranty ending on
  November, 18, 2023, there would be no charge to perform this work.  Having been in business for over 43 years it
  has been and always will be our standard to stand behind our work.

  Weather dependent we can schedule this work to
  be started when the weather permits which would be at freezing or above and no
  precipitation. 

  Please let us know if you wish us to proceed.

  Regards,
  
  Dave S****
  LTD Landscapes, Inc.

  Customer Answer

  Date: 01/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in refer**** to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******

   

  Dear Dave,
  
  Yes, I accept. Please proceed to do the work as outlined in your letter dated January 17, 2024 to the Better Business Bureau. As required by the BBB, I will notify them that an offer of resolution was made, and that I have responded for you to proceed with the repairs, weather permitting. I will also inform the BBB when your proposed offer is fulfilled.
  
  Thanks for your service.  Happy New Year! God Bless!
  
  ******* *******
  
  

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On October 14, 2018, I entered into a contract with David S*****, Owner and Pres of LTD Landscapes to install a paver patio with a seat wall at my home. The total cost of the project was $12,750. The contract offered a 5 year warranty against shifting or movement from date of completion of the installation. The contract stated that any moving or settling will be repaired at no charge.
  
  At the signing of the proposal a deposit of $2,450 was required in order for the project to be scheduled. The project was started on November 5, 2018, and was completed on November 15, 2018. On the day of completion, Dave came to my home in the pouring rain to pick up the check for the remaining balance. He was paid in full.
  
  There have been a great deal of issues regarding separation and shifting of the paver, seat wall and banding that started four months after the installation. I have reached out to Dave on several occasions via, phone, email, and text, and have sent videos and pictures of the problems. In October 2020 he completed some of the repairs. Our last conversation was on June 16, 2022, I called his office, and explained that I had sent several emails and videos regarding the ongoing paver separation. He said he was busy and leaving for a meeting, and that he would take a look at the videos and get back to me. He never called. On July 21 I sent an email with a video, still not response. On August 5, 2022, I sent him another email with pictures and a video of the deteriorating patio, and I immediately followed up with a phone call to his office. I spoke to Ms. K, and she confirmed that my email was received, and said she would print a copy and put it in Dave’s box. I also asked her if Dave’s cell number had changed, because I had just tried sending him a text message several times, but they didn’t go through. She said his number hadn’t changed. I concluded that he probably blocked my number. I would like Dave to resolve the ongoing patio issues once and for all.

  Business Response

  Date: 09/02/2022

  September 2, 2022
  
  *******,
  We are sorry for
  the delay and any inconveni**** this may have caused.  We have reviewed your letter, and the videos
  from 8/5/2022.  Based on the video the
  banding seems to be separating due to the edge restraint.  Since the installation of your terrace a new edge
  restraint is now available (Perma-edge) which is an improvement to your existing
  restraint.   We would like to replace the existing edge restraint
  with the new Perma-edge edge restraint.  When
  replacing the edge restraint, we will also inspect the edge base gravel, adjust
  the banding pavers as required, inspect, and repair any pavers that may have
  moved.  We will also infill any missing
  Polymeric sand.   We will also repair any
  disturbed area along the edge of the patio due to the repair with soil and seed
  for the lawn areas as required, and mulch for the planting areas as required.

  
  We would like
  to perform this work next week the week of September 5, 2022.  Please let us know if we can schedule this
  work to be completed.  Again, we apologize
  for any inconvenience.  Thank you for
  your patience and we look forward to hearing from you.
  

  Regards,
  
  Dave S****
  LTD Landscapes,
  Inc.

  Customer Answer

  Date: 10/05/2022

  I would like the contractor David S***** of LTD to be notified that I do want him to take care of the repairs as stated in his reply to your office. I am not sure if I should contact the contractor, or if your office should contact him.  Please confirm.
  
  As requested, the current status is as follows:
  I have not heard from the contractor/business. 
  The contractor has not returned to address my current issue regarding the patio repairs.
  The matter has not been resolved.
  Nothing has been done since my complaint to the BBB
  The contractor’s response to you dated September 2, 2022 was never sent to me by the contractor, and I never received a copy from your office until now.
  

  Business Response

  Date: 10/06/2022

  10/06/2022
  
  *******,
  
  Per the direction of the BBB we
  responded through the BBB web site and were instructed by the BBB to have all
  correspond**** through the BBB site.  We
  did offer to repair the terrace as outlined in our response dated 9/02/2022
  sent through the BBB web site.  Since we
  did not receive a confirmation to proceed with the repair, the work was not
  scheduled.
  
  We did receive your request of
  10/5/2022 to perform the repair work and we have the repair work as outlined in
  our 9/02/2022 response scheduled for Monday 10/10/2022.
  
  Regards,
  
  Dave S****
  LTD Landscapes, Inc.

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in refeence* to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

  Customer Answer

  Date: 10/18/2022

  Hi Dave,
  
  Thanks for taking care of the repairs to the patio and seatwall that were done on October 10 and 11, 2022. Although it took several months to get a response from you regarding the ongoing issues, I am very pleased with the end results. Your crew worked very hard to get the repairs done.  Sean, Cody, Duncan and Sam were very diligent and conscientious. It was a pleasure meeting your brother Tim for the first time.  I shared my feedback with your son Sam, regarding the lack of response to issues. He is a delightful young man, and he took my constructive feedback very well. I have no doubt that the issues I experienced will not happen in the future.
  
  Will I hire LTD in the future? Yes, because I believe having shared my frustration and disappointments with Sam, there will be continuous improvements.
  
  Will I recommend LTD to others? Yes, LTD was the only company that provided several renderings to bring my vision to life, and I continue to get compliments on the design. Also, the initial installation of the patio was scheduled and completed on time, as was promised. I believe we all deserve grace!
  
  God’s timing is perfect, and I am very grateful that the repairs were finally done.  I pray that there will be no further issues.
  
  Again, thanks to you and your crew.
  
  *******