Complaints

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

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  Terry Lane

  15A Terry Ln Chepachet, RI 02814-2160

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  Terry Lane

  PO Box 338 Chepachet, RI 02814-0338

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:02/26/2025

  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.

  In July of 2023 i began the process of working with this company to get a new septic design and install at my rental property in ************. The communication from *** the owner was always short and rude, but then he began not responding. In June of 2024, we tried to begin the process again. He sent some angry emails that were very unprofessional. He began asking to be paid and refusing to provide documentation that I would be paying for. I was skeptical to pay due to his behavior and demanded he send the documents I would need to move forward with another company to proceed with the new septic. He refused to submit these documents to get DEM approval. Yet he still billed me for this. I paid the $4630 in desperation to get this septic design submitted to dem so I can contact an installer. It was never submitted and I was billed in full. The owner stated he would not do the job and insulted me in a group email. I requested a refund from this company but to no surprise, they have not been answering me.

  Customer Answer

  Date: 03/10/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/04/2025

  TERRY LANE COMPANY
  PROGRESSIVE REALTY GROUP              
  Land Use Facilitator / ***************************** Practitioner
  
  
                                                                                             March 27, 2025
  To Whom It May Concern:
  
            In regards to a complaint you received at BBB from ******** ****, complaint #******** filed on 2/26/25 I wish to respond as follows.
  
            After being contacted by this client, design work was started to determine type of system suitable for this existing property.  Due to access limitations we rented a small excavator to perform a soil evaluation on 5/18/2023. Due to the size of the lot and its constraints we realized there were many limitations to this property.  The permitting process would require submissions and acceptance to 3 governing agencies, CRMC, RIDEM,and the Town of Narragansett.  The client was advised that this OWTS design would be limited to 2 bedrooms.  The client did not want a septic above ground such as a Bottomless Sand Filter (BSF) so much time was spent to determine a feasible and acceptable alternative.
  
            The original INVOICE of June 21, 2023 was subsequent to all design work being completed.Applications, plans and attachments were prepared for a 2 BR septic design and signed by the owner. After months of nonpayment the client became very demanding and wanted copies of everything that was done. For obvious reasons completed work would not be supplied to a client without payment.  After many delays she then demanded this design to be for 3 BRs and wanted it submitted to DEM the next day, once again ignoring proper procedures and advice. Design for an additional bedroom above what existed would not be acceptable and it would also necessitate an Alteration rather than a Repair permit, which encompasses different procedures. During this period it was discovered that the house had been remodeled and advertised on ****** as a 3 BR rental, the 3rd bedroom being illegal. At that time I refused to perform improper work procedures and ignore regulations. My invoice was adjusted to pay for work performed minus submission fees and CRMC application.
  
            Eventually I received a payment for the work I performed and supplied client with all pertinent data.  It was also discovered construction work had been performed without a proper building permit, a CRMC permit, or a proper septic system.
  
            Other than this client I have a mutually respectful relationship with all those permitting agencies and would not jeopardize my relationship and reputation for a client who disregards all the rules and regulations.
  
            A group Email had been sent to the involved referral parties to keep them aware of the project status and to assist in my getting paid.
  
            I am very busy with respectful law abiding clients and I do not have the time to be answering Frivolous Complaints.
  
  
                                             Disgustedly,
                                                                *** *******
                                                       ****** *******
                                                       Owner/Consultant
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  15A Terry Lane, Glocester, RI 02814
  ************ / ****************