Complaints

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

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  Mountain Man Hardscapes

  3924 Cairo Bend Rd Lebanon, TN 37087-7435

  
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  Mountain Man Hardscapes

  P O Box 680189 Franklin, TN 37068

  

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:05/22/2024

  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.

  In Jan. 2023 I called ******* Hardscapes for a recommendation to have my pool decks cleaned & sealed more properly. The owner of Mountain Man Hardscapes visited my home to review the project on 1/27/23; I received the contract on 2/24/23; I paid the deposit to the office manager at my house on 3/1/23. I've been waiting almost 16 months for this project to be completed. There are no good reasons/excuses/explanations any more for why this project continues to be delayed. No home renovation/improvement show would find this acceptable, especially not *********************. When the worker bee has been here, he's worked seriously; however, each step is literally few and far between. Sure, the temperature range must be correct for the sealant to adhere correctly. I sincerely thought my project would be high on the list this Spring ******************************************************************************** along. But every day/week/month (yes, months!) that go by now is a choice. I did not host family for my daughter's college graduation on either Memorial Day or Labor Day of 2023; I did not host family for my son's college graduation in early May 2024. The pavers have been cleaned at least three times. Polymer sand was replaced late last summer, but ************* were already in the "grout" by October of last year. No sealant has ever been put down, so all the materials continue to become dirty/moldy/weed-ridden. The folks at Mountain Man Hardscapes love identifying their work on the front of ******* promotional materials as a great selling point for their company. But 16 months is beyond ridiculous; the emails & texts change nothing (you bet I have a digital trail for all the times I've been told they would be coming soon). They cannot control rain, but I'm highly confident they've had enough sunny days over the past 16 months. I simply want the job completed in the appropriate time and completed with due diligence.

  Customer Answer

  Date: 09/19/2024

  As I correctly predicted to the owner on June 20th, less than 10 days after being told the project was complete, the polymer sand application has begun to fail.  Weeds are growing amidst the pavers, ants have burrowed through the sand, and mold is growing in multiple places throughout the decking.  When he was trying to collect final payment, the owner told me I had a water drainage issue (but did not identify one as he used hundreds of gallons of water to pressure wash the project).  My problems have grown despite 85% of **************** being under a severe drought warning for the last three months.  I have notified the company that I consider the job to be defective and am waiting for a response from the owner.

  

  Business Response

  Date: 10/15/2024

  The job for Mr. ****** was completed with regards to his initial complaint.  We were paid in full for that.  However, Mr. ****** notified us that there was an issue with the polysand.  **** ** did go to Mr. ******* house himself view the issue at hand.  **** ** did make a call to our techniseal regional ***. ***** is obviously a manufacturer issue with the product we used.  The Techniseal *** and **** ** are working together to find out what happened with the polysand and **** ** will get back out to his house to redo the polysand.  **** ** has contacted Mr. ****** and explained everything to him.  If you have any other questions or need any additional information let me know and I will go get the answer for you.  Thank you for assisting us with this matter.

  Customer Answer

  Date: 10/15/2024

  This is the entire response that I was provided when I sent pictures with my complaint on 9/13/24:  "I've been in touch with the ******************* let you know when he wants to stop by to talk about your Polysand."  Over a month later, I have no knowledge that **** *** was at my home, nor have I been scheduled to meet with the rep. ******* am now over 20 months into this project, and it's not done and/or done right. ******* remain perplexed why any of this should be acceptable.

  

  Business Response

  Date: 10/21/2024

  **** ** sent this message to me to reply...

  Our company signed a contract with Mr. ****** in January 2023. I told him that when the weather was appropriate we would do the work. We pressure wash the patio and added the Polysand in Spring of 2023. We explained we needed the Temps to be hotter before applying the sealant. A couple months went by as he was worked back into the schedule, but he had discolored Polysand. So no sealant was added as we called Techniseal who manufactures the ********. The *** at the time said moisture was causing the sand to discolor and would not warranty the ********. So we rewashed his patio,repolysanded his patio, sealed his patio after he wrote a bad review. We had a sit down once the work was all completed explaining why it turned colors,offered him a solution to fix the issues but he did not want to spend the money to fix the drainage. I told him it would do the exact same again. The water just sits there and doesnt drain. This wetness discolors the Polysand. It says it clearly within their warranty that wet ******** will discolor and not set up properly once it does finally dry. Mr ****** did pay us in full after we finished the work.

  Mr. ****** went with another company to fix his drainage issues.  Please note he has two separate patio areas, an upper and lower.  Mr ****** has a drainage problem not a Polysand problem. 
  
  Id also like to state that our company won that Techniseal Polysand award in 2021. We are National Recognized company. 

  -Clay Hair **.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 21749397
  
  I am rejecting this response because:

  1) I have no proof that a Techniseal *** has been to my home, even though the owner of *** told me to expect one.  I do not accept any conclusions made by a *** who has not set foot on my property.

  2) The owner of *** says I have a water drainage issue, but the slope of my decking is visible to the naked eye.

  3) The owner used hundreds of gallons of water to clear out the polymer sand this summer after the sand failed since the job was not completed in 2023.  At no point then did he inform me that I have water drainage issues.

  4) Other than a few days from the remnants of Hurricane ******, we have had no rain from June 20 to October 20.  In fact, 85% of **************** counties were under a severe drought warning throughout this summer.  What water has been sitting upon my decking to damage the polymer sand the width and length of my project??

  The owner of *** informed me that the contracted job was finally completed around 16 1/2 months later on June 10, 2024.  I pointed out to him on June 20 when he was here to collect payment that sand was already disintegrating.  He told me that I needed to "trust [him] and trust the warranty."  The "sealed" sand has weeds, ant mounds, black mold, & green/pink discoloration.  The job hasn't been done right.  

  Sincerely,
  
  *** ******

  

  Business Response

  Date: 11/04/2024

  Please find attached email from the Techniseal *** who visited *** ****** property.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 21749397
  
  I am rejecting this response because:

  After I served notice that my finally completed project was already failing within 60 days, I started hearing the drumbeat of "You have water drainage issues."  I thought their claim was because of standing water on top of the decking; however, the Techniseal *** told me that the issue was due to water under the paver decking, which might have been reasonable if the project had been completed at the end of October and then deteriorated over the wetter Fall & Winter months.  My project was completed around June 10, and by the beginning of September, nearly 85% of the **************** area was under a severe drought warning.  Multiple cities around the ********* area were placed under burn bans and water conservation measures because of the abnormally dry conditions.  This is not what I think I remember; the info was published in many stories in the TENNESSEAN and broadcast on the local networks.  In fact, according to Meteorologist ****** ******** of the ************************ in *********, the metropolitan area received only 1.21 inches of rain for the entire month of August, the lowest total for the month in the last 25 years.  We also had 36 days of 95+ degree heat this summer.  When I ask how the virtual absence of rain and blistering heat could cause water damage underneath my sealed pavers and polymer sand over the length & width of both levels of decking, I have yet to receive a logical explanation.  I'm simply told, "You have water drainage issues."  So I paid a decent amount of money and waited a really long time (16 1/2 months) for my project to be completed, and the end result is worse than when MMH was hired.  I've been told that I simply don't like the answer I'm hearing.  I am skeptical about an answer that doesn't address obvious parameters.  When I ask if the end result would be acceptable at their own homes, again, I do not receive a logical answer.  I am certain they would not accept, "You have water drainage issues," as the catch-all explanation, especially amidst the ************* during the 2024 summer.
  
  Sincerely,
  
  *** ******