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:07/30/2024

  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.

  We hired Yards Apart to remodel our backyard and front yard for $42,000 on May 22, 2024. They commenced work in the second week of June. The original contract lacked images and designs but specified key area sizes, including an artificial turf and patio. When they started constructing the patio, their measurements were significantly smaller than what was specified in the contract. We discussed the issue with them and they told us that they would realign. After the completion of the project, we discovered significant discrepancies, including: - Turf size: ***** sq ft delivered vs ***** sq ft planned, patio size 331 sq ft delivered vs 351 sq ft planned, and other unfinished work. When we confronted them, they initially offered a minimal reduction in contract value but then presented unapproved change orders, inflating the overall contract value. We calculated the total cost to be between $31-$32k and offered to settle for $35,000. They rejected our offer and demanded full value of the contract at $42K or else they would impose a lien on the house. We took less than a week to get back with them to settle at the ask and they increased the ask by another $2K to a total of $44K. We have already paid the company $29K and they are now seeking $13K more. We're seeking options to address this situation and firmly believe that we should not be liable to pay for the services that they added without approval or the ones that were undelivered.

  

  Business Response

  Date: 08/05/2024

  DISPUTE RESOLVED/CUSTOMER ACCEPTED OUR REDUCED SETTLEMENT OFFER & HAS REMITTED FINAL PAYMENT .

  
  This customer complaint has been resolved . The BBB complaint letter submitted on file by the customer contains inaccuracies. We have agreed to accept a reduced payment to satisfy this customer's outstanding debt to our company.
  

  
  In good faith, we honored our Agreement to transform this customer's front and back **********************, and provided goods and services which have increased the property value of the home, including a Landscape Clean Up &Design Makeover, Custom Outdoor Lighting, Custom Patio & Pathway Construction, new Hardscapes & Xeriscapes, a Custom Constructed Granite Topped Outdoor Serving Table outfitted with 2 sets of electrical Outlets@ both ends, and Artifial Turf Installation. We also performed Lawn Restoration/ Revival@ no charge adding Sod and Soil to repair the construction path created while performing the makeover.
  
  
  We delivered on all aspects of the Contract Agreement and even performed extensive Additional work Per customer requests, including numerous changes made mid project, many of which we did Not charge/bill her for. All of the extra work she requested & additional work performed (totaling $7,575 at completion), delayed this project's completion date AND impacted our ability to scommence our next 7 Contracts scheduled to start after hers.
  
  
  In good faith, after delivering numerous Actual Live Plant Samples, extra time was spent helping this customer make Design decisions & Selections,including driving her by other properties to look at plants, trees &shrubs she liked or didn't like, going to the Landscape Stone Supplier at her request so she could hand select her ****************,going to several ************************* Centers & Warehouses together, so she could view and hand select the Granite for her Custom Outdoor Serving Table. We truly went above and beyond, after providing actual Samples wasn't enough to help her make final design decisions. Design & Installation can be overwhelming. We tried to make it easier.
  
  In the end, the customer failed to honor the Contract Agreement terms and breached the contract, when she not only failed to pay the next 25% payment@completion, but also Refused to pay any of the Final Invoice for all the change orders and additional work we performed for her throughout the project.
  
  
  An area of confusion & legitimate dispute: The initial square footage numbers for Patio & Turf Areas were based on an earlier, previous Bid Proposal Estimate given to her in March totaling $53,475. (In All, since contacting us back in February of 2024, we submitted 4 different Revised Proposals, at her request, ranging from $35,710 all the way up to $53,474 in response to her requests for extra work).
  In order to bring the project within reach of the customer's requested Budget of ******* verbally discussed and agreed to reduce the scope of project in a few areas, but via Administrative Clerical Error on our part, we failed to edit/ revise/amend/reduce those exact initial sq ft numbers and they didn't transfer over the *************/22/24 Contract Agreement.
  
  
  However, even though this was our clerical error, we accepted responsibility for the mistake and the misunderstanding by applying Credits of $9,947 and $942 to the final invoice due.
  
  
  While we showed good faith and performed all the work and more, the bottom line is the customer failed to uphold her part of the Agreement when she failed to remit any payment. When the 2nd payment was finally remitted, 8 weeks after the initial deposit payment, it was Late and a fraction of what was already Past Due. What a sinking feeling to have worked so hard, and delayed starting other Clients' projects in the vain effort to satisfy this customer's job requests & demands, only to be severely shorted at the end of the project.
  
  
  Although we were unable to exceed this customers' expectations, the finished project is undeniably a dramatic makeover and stunning transformation, and we are happy to have at least provided this customer with a beautiful new back yard oasis to enjoy for years to come.