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:06/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Garnet Valley Property Maintenance to demo/install new concrete patio w/pavers in 10/22. Main reason was the look of old bricks but most importantly puddling and settling of water near/in our mudroom directly off the patio. First work was complete and after initial rainstorm multiple puddles appeared on patio - in addition terrible divots from the machine used in the concrete. The company came and re-poured/pitched the patio days later. Less than a week after the second pour in Nov 2022, started to notice cracking in the concrete. Took pictures/videos of the cracking on 12/31/22 and 1/1/23 (attached). I brought up the cracking to owner (*****************) a few times between 1/23 and 6/23 as we had other projects done by his business. He always said let's take a look at it and will handle it. I trusted him to his word! Alot of time passed in my trust of him that he would take care of it! Finally on 9/14/23, was fed up with his runaround and asked him in a text next steps. He said in a response, "I got you." Asked again via text on 9/21/23 and he said a company will come out (*****) to "mask and seal" the cracks. Followed up again via text on 9/9/23 and said he'd follow-up again. I followed up again on 10/20/23 have not heard anything from him or ****** company. This text response is when he got very aggressive re: my frustration with him and his lack of follow-thru. I continued to follow-up (now in email) with *** on 11/1/23, 11/13/23 and 11/14/23 when he said "I will see you in the Spring." Several follow-ups have gone unanswered as I have called and left vmails (documented) and he has yet to get back to me. My wife even sent him a text on 5/17/24 where we can see a read receipt but he has never responded. So alot of time has passed in my patience w/him and is why we are more than a year since initial issue -- because he said he would handle it. Almost like he knew if he strung me along, I would have less options for recourse with his subpar work.

• Initial Complaint

  Date:11/16/2022

  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.

  We hired **** to replace our stoop, walkway & put in hardscape wall. After 1 yr & full season of weather the right side of the stoop sank (attach ****). In June pieces of the wall fell out (attach ****). In July the wall began to separate (attach *************** ****** another part of the wall is separating (attach 2020). After the wall separated I contacted *** to ask why the stoop sank and the wall separated. If Cambridge installation procedures are followed this would not happen. Since his crew replaced one of the pavers that sank on the stoop he refused to fix the wall and said he offers a 1yr warranty which was not included with the quote or provided to me. He also said he would send time/date stamped photos indicating he followed Cambridge installation instructions. He has not sent them. *** repair to the stoop was not done properly. *** paver closest to the house was laid on loose fill and not secured with adhesive. *** other was not leveled to the other pavers. I had them remove the one that was secured and provide a new paver which I installed properly. *** said he would send the plans for the project to my HOA for approval prior to beginning but did not. Had we seen the plans we would not have hired them (attach *** project).I did research and contacted other hardscapers & the Cambridge paver local rep. *** Cambridge site also shows detailed instructions for building a wall with their pavers (attach Install Instructions). *** issue where the wall is separating is that the base paver is not installed below ground ************* is not draining properly. *** based paver should be buried in the ground not sitting level with the ground (attach **** & 2023).***y also did not use the plastic pins to hold the wall stones in place. Per the Rep the wall stones were not cut & placed properly to seal the inside wall (attach 1939/40) & allow water in & expands during freeze. Given lack of competence we seek monetary damages to hire someone else to fix all the issues.

  Business Response

  Date: 11/25/2022

  On about August 5. Our Cambridge representative came out and did a site visit with ************** and myself. ************* has decided to go with a different company because he does not like the cut that where made in his top cap , we also at that time replaced a broken light under warranty , we offer a 1 year craftsmanship warranty, the paver wall was explained to ************* that every was satisfactory( By Cambridge  Rep)the following day we followed up with an email and ************** advised us he was ( moving in a different direction) *********** was aware of all Warranties and stated it very clearly on the contract he approved March 17th 2020 , We Also explained there was a lot of additional work done such as removing a large tree and root system where wall was built,as well as planting of shrubs and lightings package, One last thing ************* contacted another company to do repairs on wall Cap to his liking before contacting us because if he would have like he did with the broken lamps and paver stone next to the doorway (free of charge)we would of fixed that caps at that time as well, ************* is just unpleasble at this point and we exhausted all methods of satisfaction to ************* see attached time stamp photo Thank you for your time. 

  Customer Answer

  Date: 12/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18412555
  
  I am rejecting this response because:

  ***************** did not dispute or explain why we are having all the issues with the wall, why the wall was splitting and pieces fell out and why the inside pieces were not installed properly. The 1 year warranty he said was listed on the contract was NOT listed and my signed copy is attached.  *** was not present when I met with the Cambridge Rep. ** did not remove the ***** or roots and did not plant shrubs. ** planted 1 tree. We did have issues with the cap cuts and the ones he replaced because they were not level with the pavers and one closest to the house was laid on loose fill and not secured.  The cuts on the step should not have different size pieces. They should ALL be cut to the same size. The fact that he did not know to do that and literally had to

  ask us what to do is an issue. The reason I called another hardscaper was due to all the issues we are having from structural integrity, not proper installation and grouting issues.  We wanted someone who is qualified to correct what we can cosmetically. The Cambridge Rep said the tree and plantings I put in would have to be removed along with the backfill and the wall pieces pushed together and secured to another part of the wall with Geofiber to secure it. 

  The fact that he only provides a 1 year warranty on a wall and pavers that should last 20+ years is unacceptable.
  
  Regards,
  
  *********************