Complaints

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hired them to build a salt water pool and gave me a chlorine pool. Too much calcium was added to the pool and now I will have to have the pool drained. ******, the owner, told me what I wanted to hear just so that he can receive payment. He even threatened not to finish the project until he received the last payment. After we released the final payment, he finished putting the pool together, but the project was far from complete, and I'm not happy or satisfied with the results. He received his last payment and ran, constantly lying and telling me he would fix things just so I would get out of his face. I was provided no after-care instructions and left debris and trash around the pool area. The pool heater still doesn't work, and wooden planks were haphazardly attached to the cement. The fence was thrown back up and fell down during strong winds. There was a complete lack of attention to detail. I gave them several opportunities to correct their errors, but the work has yet to be completed. The pool heater or pump is not working and covered by warranty I requested that they fix it and they have yet to. There is a Gap between the pool, and vent and wooden slabs in the concrete that need to be removed. I had to pay someone to collect the debris they left behind after the job.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The final transaction was in August 28, 2022 $6,000 the first was in April $500 (was for a pool), 1 of 2 custom bar b que grills/firepits. I have been trying to resolve this situation before it became a dispute. I tried to have open communication with Backyard and Home to start the project, it was a hard time for me to get measurements taken in April. I have called ******** always answered the phone, (with no avail most time) I have emails, I went to Backyard and Home to talk to ****** to start the project, but he was not there in the mornings or evenings, but he never called to talk to me. Since I have not received proper communication, I do not feel comfortable with the quality of work. I called to asked for my money back in December and "the new guy" who wants to try to resolve it by yelling at me because I told him many times I do not feel comfortable with Backyard and Home business practices, I was dismissed until I said I want my money back that is when they want to try to resolve the issue and use this VIP clause, they did not care about me until I said "I want my money". There are 2 people in the front office, things could have been taken care of along time ago because "the new guy" sits next to the entrance, when I come to I speak to the lady (he hears me, he could have helped then) she said "****** is the owner; it's a family business." When he called me he said he's part owner, so why should I trust these people? The dispute is that I want my money there wasn't proper communication, weakened my confidence in their appreciation for me as a customer, the passing me to other people (the 4th person) that weakened my confidence in their work, and the yelling of the last person ****** ****** who weakens my safety in my backyard. He stated that I need to figure out how to feel comfortable and that is not his problem that he does not make me feel safe. This is only the middle and the end of this dispute. I have written more but it would not have fit

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Backyard and Home to have a gas insert fireplace installed. The business / Salesperson (*******) took a $500 refundable deposit but never showed up to do the work. I was never given a receipt for the deposit; however, I can provide the credit card statement showing the carge. I called the business repeatedly and each time was told someone would be in touch to resolve the issue. Each time, I never heard back from the business. After several months I contacted the business to cancel the request and get my $500 deposit back. I was told by ******* the deposit would be refunded to my credit card. The money was never refunded and ******* has refused to answer my calls or return my messages.

  Business response

  04/07/2022

  Hi ******,
  
  The processed the refund for the customer on March 30, 2022.  There was some confusion and whether the insert was going to be installed, some covid related instances. We always work towards making customers happy and spread the word we are a greeted company to work with. All our customers are very precious to us.
  Hopefully Mr. ******* will consider us for services we offer in the future.
  
  Sincerely
  
  ******
  
  

*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. ↩