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:12/04/2023

  Type:Product 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.

  I used Keane for landscaping my front year which cost $38,000. I then asked them to landscape the back year and provided a $10,000 deposit. That work did not get done nor started as it was halted due to adding a pool. This would make the plans for the backyard not feasible and new plans would need to be drawn up. I did have them do a little more work in the front which was $2,338.20 When it came time to do the new plans the Keane representative disappeared for over a month. No new plans were drawn up and I took bids from other locations. I asked Keane for my deposit back. They found the missing rep and had him write up a quote for the backyard. It was 3X more expensive than any one else. I chose a different company and asked for my deposit back again. It has been 6 weeks and the money has not shown up and now the company is avoiding my phone calls.

  Business Response

  Date: 12/18/2023

  After reading the complaint, I reached out to ********************* and discussed this situation with her. The problem was very simple: we had previously written her a check for a refund and she had not received it. I had our office stop payment on the first check and reissue a second one, which she did receive and deposit.

  Beyond that, there was nothing to resolve, we parted on good terms. We could have avoided this issue, but I was not made aware of the problem until the post was sent to me.

  Customer Answer

  Date: 12/19/2023

  I have reviewed the business response and accept this resolution. 
  I will not use the company again and will still rate them low based on the quality of materials, service and having to go to the BBB in order to get the refund taken care of.

• Initial Complaint

  Date:02/24/2023

  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.

  Keane was contracted to hardscape us a retaining wall, then pour concrete that wrapped around our house - from pre-existing back patio, sidewalk wrapping North face of residence, connecting to front driveway. Also included demo of pre-existing front quarter of driveway (connecting to garage) and pouring new concrete in it's place.
  
  Timelines:
  - Contract signed June 7, 2022
  - Work "completed" Oct 15 (128 days after contract signed, 90 days after job start).
  
  Issues During Job:
  - Cut utilities lines
  - Damaged sprinkler system
  - EXTREME lack of communication
  - Cracked bottom half of driveway upon stacking pallets of materials
  - No fence between ourself & neighbors for all 90 days of demo <> job complete.
  
  Issues still existing today as a result of poor workmanship; despite escalation to company owner & president these remain unresolved:
  - One complete section / zone of our pre-existing sprinkler system still not functional
  - No stress relief grooves / expansion joints in concrete
  - New concrete already has 3 large areas of cracking, one very large one down the CENTER of the new driveway
  - Residual concrete in multiple areas, ruining aesthetic of pre-existing driveway & front entry sidewalk
  - Poor concrete job overall, many areas where it is just plain ugly
  - Two massive pooling areas in new concrete, Keane attempted to alleviate with drains drilled through retaining wall, but these become clogged regularly
  - Concrete "cap" put on inside of retaining wall is aesthetically displeasing, multi-colored, and not straight
  - Concrete poured around utilities conduits, violating easements
  - New back patio is NOT LEVEL to pre-existing patio, almost 2 inches greater in height!!
  - Concrete butting up to garage / foundation is almost 1 inch greater in height
  - Already severe pitting in several areas of concrete.
  
  Could only attach a portion - full documentation can be found here: **************************************************************************************************** 

• Initial Complaint

  Date:07/27/2022

  Type:Product 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.

  I spent over $12,000 with this company for work they warrantied and never came back out to fix. 80% of the plantings they installed died. Those should have been replaced. They also poured a concrete slab for me and poured directly over a sprinkler system. I now have significant damage to my property.
  
  I met with the owner and he promised me he would fix these issues but NEVER returned to the property.
  
  I need my money back.
  

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 17, 2022/10/12) */
  1. Plants: customer did have plants that died in the winter, these were replaced in accordance with our warranty. The plants that were not replaced were winter cut-back perennials, which are not dead, they simply lose their leaves in the winter.
  
  2. Concrete: customer contracted with us to pour a concrete slab for your trash cans. We completed this. Necessary irrigation modifications were made for the slab that was poured.
  
  3. Final Payment: as final payment was discussed, customer indicated that she had lost her job. We extended payout arrangements to the customer (interest free) to assist and she accepted those arrangements. Customer made two (2) payments, then stopped paying as agreed.
  
  4. Punch List Items: it was agreed as part of attempted resolution that we would complete punch list in exchange for guarantee of final payment, which customer declined. So we never returned to complete final punch items.
  
  5. Collections Efforts: our attempts to contact customer were to get final payment on a completed project, which customer refuses.
  
  6. Legal: we have escalated to our legal team.
  
  
  Consumer Response /* (3000, 19, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The plants which did die were not replaced by the company.
  The concrete slab they poured was poured over an active sprinkler system which caused significant damage to the property.
  The backyard irrigation system was never fixed and they never came back out to fix it.
  The company is lying and I have a mountain of evidence.