Complaints

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

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  Stabuilt LLC

  9320 Old Highway 99 SE Olympia, WA 98501-9521

  
• 

  Stabuilt LLC

  2027 196th St SW Ste A106 Lynnwood, WA 98036-7073

  

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:01/13/2024

  Type:Billing 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.

  Hired contractor for a hardscape project. The contractor has cracked my driveway, and only offered partial credit to my bill.

  

  Business Response

  Date: 01/31/2024

  Dear *******,

  We sincerely appreciate your feedback and regret to hear of your dissatisfaction. At *********, our mission is to provide exceptional service tailored to the unique needs of our clients, and we are truly disheartened if there is any perception that we have not met this standard.

  Concerning the issues raised about the driveway: Your initial satisfaction with our work was encouraging. However, upon noticing the crack in the driveway, we promptly conducted a detailed assessment. Our experienced team concluded that the crack was pre-existing and not a result of our workmanship. Despite this, our commitment to customer care remains steadfast.

  Resolution Efforts: In a gesture of goodwill and understanding of your distress, we offered a full replacement of the concrete at no additional cost. Alternatively, we proposed a $3,000 concession, which reflects the cost we would have incurred for the replacement. You accepted that offer which is attached to this complaint.

  Review & Feedback: While we respect every client's right to share their experience, it was disheartening to learn that the removal of the review was tied to a financial demand. Our offer to replace the concrete, contingent on the return of the $3,000 gesture, stands as a testament to our dedication to go beyond mere transactions and truly ensure customer satisfaction.

  At *********, we value transparency, trust, and constructive dialogue.  

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21141916
  
  I am rejecting this response because:
  
  1. Project Scope would have been accurate from the start if your sales rep ******** provided his expertise on the type of material I'd truly need for a very inclined depth. Yet he provided no expertise/guidance on what materials I have chosen. Thus, the project scope changed. An issue on your end. The other scope of my project was completed by another company due to my poor experience with *********.
  2. Post-Installation Concerns. To be fair, the work was not completed by any of your staff. All the work was sub-contracted out. I have proof and have shown the proof to your staff that the driveway crack was not visible prior to starting the project. Therefore, your team has created the crack or made it extremely visible with the commercial graded truck with 2 pallets of material on a residential driveway that is not built to handle this type of weight. Something I'd expect from a commercial contractor.
  3. Resolution Efforts: The goodwill gesture of $3k would not cover my cost of hiring another contractor to replace the cracked sections. Further, based on driveway experts, the crack will now impact the entire driveway which will cost me 4x what you have offered as 'goodwill gesture'.
  4. Review & Feedback: Yes, because you have left me with a much larger and expensive project to deal with.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/09/2024

  Please see multiple photos showing no crack prior to work. I have also included proof of commercial truck on my driveway with excess weight. Residential driveways are not built to sustain commercial grade truck/weight.

  

  Business Response

  Date: 02/13/2024

  Dear BBB,
  
  We appreciate the opportunity to respond to *************************** rejection of our initial resolution offer. We understand his concerns and have made every effort to resolve this situation amicably and fairly. Below, we address each point raised by ********** and provide clarification from our perspective.
  
  1.Project Scope and Expertise:

  Our sales representative, ******, provided recommendations based on the information available at the time of consultation.  ****** did not make recommendations based on the slope of driveway as the type of paver used does not make a difference if you are on a slope or not. Furthermore, changes in project scope were made only to accommodate ************ budget and preferences, with flexibility offered in our approach.
  

  2.Post-Installation Concerns:

  The claim that the work was subcontracted does not alter our commitment to quality and responsibility for the projects outcome. We have conducted a thorough review, including an assessment of the site before and after the project. Our evidence, including photographs and professional evaluations, suggests that the crack was pre-existing and not caused by the weight of materials delivered to the site.

  3.Resolution Efforts:

  We understand that ********** is concerned about the future integrity of his driveway. Despite clear evidence that the crack was **********************'s fault, we made ********** two offers for him to choose from. Our first offer was to fix the driveway completely at no additional cost. The only contingency was for ********** to obtain approval from his HOA. The second offer was a credit of $3,000 applied to his final invoice. These offers were good will gestures, aiming to help cover potential repair costs without acknowledging liability for damage we believe predated our work. ********** chose to have the $3,000 credit applied to his last invoice which was completed and paid on 1/12/2024. 

  4.Review & Feedback:

  While we respect ************ right to share his experience publicly, we must clarify that our efforts to resolve this matter have been genuine and in good faith.
  
  Conclusion:

  We regret that ********** feels his experience did not meet his expectations. However, we believe we have made reasonable efforts to address his concerns. Our aim is always to ensure customer satisfaction while also maintaining our integrity and accountability. We request the BBBs assistance in bringing this matter to a fair and reasonable conclusion.
  
  We stand by our offer to replace the cracked portion of his driveway upon return of our the $3,000 good will gesture we made as long as ********** can obtain HOA approval.
  
  Thank you for your attention to this matter.
  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21141916
  
  I am rejecting this response because of the reasons below.

  1. Based on experience, I cannot trust that other structures will be damaged when replacing the driveway. I had trusted them to be a well run reputable company and that proved to be false based on the fact I am having to submit a claim.

  2. The damaged section of the driveway cost more than the $3K provided. Estimates I have received were in the $6K range.

  3. Replacing sections of the driveway will only result in discoloration to the remainder of my driveway.

  I do not wish to pursue further business with *********. If they are willing to provide an additional $3K to be fair and reputable for the damages caused, great.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/21/2023

  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.

  The proposal date was *** 19,2022. After that I proceed with the project and the total cost of the project was $30,813.34. I paid 10% on that date which is $ ********. And additional $ ******** I forgot what is that for .My yard was slopping and I don't want to damage the foundation of our house so I hired ********************** Company. I talked to ************************************ and offered a plan and drafts and he suggested to put retaining wall and I suggested also to level the yard put new grass and topsoil. Drafts was good. Before the project I had some changes because I wanted to put retaining wall in the left side of the yard so the water from the neighbors uphill won't come to our yard they also put drainage along upper side. And I took off the french drain in the contract. So I paid extra $1,746.66 *** 30,2022. The day of turned over the project I complained to ********************* that they didn't put 4' topsoil under the grass based on the contract. He only refunded me of $500 of not putting topsoil. but I paid $ ********. Our grass is lock of nutrients. During winter last year I noticed my yard was flooded of water because the dirt they put was **** the water stayed on the top. And during summer this year the grass was dead even I watered 2 to 3 days if it's too hot because the dirt is **** and no topsoil no nutrients. My yard have holes and unhealthy grass. The solution that they offered me is to put drainage and I have to pay it again. We have 5 years warranty. *** or may not included in warranty but they have to do their job professionally. I demand to get my money back that I paid for the topsoil that they didn't install in my yard which is $******** plus the damages.

  Customer Answer

  Date: 11/21/2023

  Please use this address;

  **************************;

  ******* ** 98036

  Thank you.

  Customer Answer

  Date: 11/21/2023

  Please disregard the first Address,use this one

  *******************************

  ******* ** 98501

  ************

  Thank you.

  

  Business Response

  Date: 12/05/2023

  We have been in communication with the customer directly to solve this issue (see the correspondence attached). The problem of drainage in the yard had nothing to do with the level of top soil. Multiple gutter drains dump directly into the yard which cause the water to pool up and damage the lawn. Fixing the gutter drainage issue was never part of the original scope of work and therefore not covered under our warranty. 

  We offered several solutions at different cost levels to choose from in order to fix the issue. Since solving the gutter drainage issue was not part of the original scope of work, it would require a new contract and work order. For instance, if the retaining wall failed as a result of our negligence or quality of workmanship, we would fix the issue under the original job's warranty (this is clearly defined in the contract).

  To address the missing topsoil issue, we provided a credit of $500 to the customer as a gesture of good will. The contract specifically states that the topsoil was not required and is only necessary if the ********************** thinks it is needed to finish the job (see page 2 of the original contract). Because of this, we did not owe the customer any top soil that we did not deliver on. The refund credit was simply an act of good will to help the customer out. 

  We believe that we handled this situation fairly and with care. We have carefully reviewed the contract and it is clear that we fulfilled our obligations for the work that was installed. Any additional work will require an additional job file to be opened. Please review the correspondence and contract provided.

  ******, please reach out to us if you have any questions on this. We are happy to continue to work with you to find another solution. 

  Regards,

  ********************** Team

  Customer Answer

  Date: 12/07/2023

   This is not acceptable. According to them the contract said that the topsoil is not required and is only necessary if the ********************** thinks it is needed.. Then why did I paid five thousand dollar plus for 4 inches of topsoil and they didn't put any topsoil. They said they refunded me $500 for a gesture of good will..?. What is that.?. 

   

  

  Business Response

  Date: 01/26/2024

  We did install topsoil. This is what the sod is laid on top of. 
  
  Our team installed four inches of topsoil across a vast majority of the project area. It was determined that one minor area did not require a full four inches to keep a level surface as explained by our operations manager. This is why we credited $500 back to you.
  
  We are sorry for the inconvenience that this situation may be causing you, but we genuinely believe that we have been fair in crediting the amount of unused topsoil back to you.