Complaints

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract Date 3/24/23 Work to date- unfinished We contracted FRSR to fix and finish work that was not done by a previous contractor. Since receiving initial payments, FRSR has been very aloof. During Summer 2023, when the contract began, we were told daily that FRSR would arrive so one of us stayed home from everyday. Often, we received no notification that FRSR was not going to arrive, and any communication we did receive was consistently sent in the late morning, so we were continually prevented from going to work.When FRSR failed to complete the work by the end of the summer 2023, all remaining work was postponed to FRSR's "Spring Planting List" for 2024, but FRSR demanded payment for "completing the contract" when work was not completed. FRSR now continues with constant delays and horrible communication. Despite my repeated communication, FRSR refused to order the plants named in our contract. FRSR never sourced or priced the plants named in the contract and simply refused to do the work upon discovering they had priced the plants too low. After requiring we order our own plants, FRSR then refused to install them, costing us additional fees to pay another vendor for work that was covered in FRSR's contract. They continue to refuse to complete the work or install the plants covered in the contract FRSR wrote with us. It is now well past the end of Spring 2024, and FRSR continues to refuse to show up or complete the work. On 6/20/24, the first day of summer, FRSR arrived "to stabilize our A/C" because the patio FRSR installed was not installed properly. Despite FRSR's email on 6/12/24 stating all work would be completed at that time, and the crew would return later to complete remaining plantings, again, FRSR refused to complete any of the contracted work. I have now learned that FRSR has engaged the same unethical business tactics, including bullying, yelling, intimidation and refusal to communicate, with at least 2 other homeowners in my community.

  Business response

  07/03/2024

  Attached please find emails corresponding to this complaint. There has been communication sent, as per the email attachment. FRSR is scheduling this project for completion and will be providing the date(s) by the end of the day today. 

  Customer response

  07/10/2024

  Contracted Project Start Date 4/23/2023 Actual Start Date 6/26-7/3/2023 Estimated Length of Project- ***** Days Current Date- 7/8/2023 Current Status- Unfinished & Unresolved Conflict with FRSR FRSR has been dishonest and evasive for over 1 year. FRSR has refused to honor their contract repeatedly, has been disrespectful constantly, has not completed the work done so far in a professional manner, and has refused to communicate or show-up to complete the work. Every time a projected date is given, FRSR does not arrive without 3-day prior notice of repeated delay as required per FRSR's contract. FRSR refuses to communicate with us directly and stopped answering or even returning our calls. Any notice received is generally after 9-10:30 am on the day scheduled for 8am arrival, if at all. On the extremely rare occasions FRSR has arrived, they have refused to complete the contracted work. FRSR's unprofessional business practices have extended this contract over 1 year. on 6/26/23 FRSR was given until 7/4/2023 to provide a date of arrival to complete the work within 7/8-7/26/23, recognizing that 2023 Plantings FRSR postponed to Spring ************************************************************************* Spring 2025. The alternative provided was communicating through a mediator, per FRSR's contract. FRSR responded with the week of 8/12/24, no specific date, and stated plantings will be completed, even though unsustainable. No effort to communicate with a mediator has been made, despite this requirement in FRSR's contract. This is unacceptable. No further work can be completed on our property without direct communication with FRSR to negotiate resolution. This must be done through mediation by a neutral party, per FRSR's contract. We need BBB's help to resolve this conflict with FRSR. We will no longer be yelled at nor bullied by FRSR. Communication with FRSR is no longer viable due to FRSR's lack of professionalism. Please Call to discuss details.

  Business response

  08/14/2024

  Please see attached documents for the Settlement Offer to Customer 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I dont know how this company stays in business under ****. Just as other reviews say, after his workers will s**** up your project, he will lie to your face, will not respond to your calls, emails, and text messages, and will just ignore his contractual responsibilities. And its not only after the wrongfully completed job, but it also happens during the project. Just one example: **** did not show up at the job site when agreed because he said he was in a car accident and had to go to the *** but the next day was unloading his truck as nothing ever happened. When I asked to talk with him, ***************** escaped my back yard jumping the fence on the other side of the house while I was waiting for him at the entry gate. And there were other instances similar to this one, - lies. What respectful business owner does that? Ridiculous! Even *****, his assistant was openly shameful of his behavior. It was just too obvious and not even possible to cover those lies up.FRSR will make a perfect sales pitch, making promises in bright colors. But make no mistake about it, - they WILL fail on your expectations! Because thats how **** does business ripping off his customers. The whole team is incompetent, - they screwed up EVERY aspect of the multi-point project at my house. And Ive made all required payments on time, in full. It took them 7 months to complete the project instead of the 3 as promised in the Agreement. After just a few months after completion, the concrete steps are separating from the porch and chipping, the turf has not been properly installed and had to be re-done, the yard surface has been back-filled incorrectly resulting in improper water drainage, the trees are dead. And now, **** is just ignoring all my communication. I've made multiple attempts contacting FRSR to fix their issues - no response. Since when it became legal to rip-off customers like **** does!!! Absurd!!! FRSR should be held responsible or put out of business!!!

  Business response

  02/15/2024

  ****************************,
  We apologize that you feel non-respected by FRSR. The Installation Agreement you signed had the estimated start date for your project the week of December 13, 2021. Our crew started your project on December 14,2021.  The gray concrete walkway and grill pad were poured on December 20, 2021. Due to the weather, at your request our crew returned in the spring to complete the turf installation (which you were purchasing), stamped concrete overlay, and to plant the trees as you had stated to wait for planting if it was cold or there was snow. You had relayed in a conversation there was no rush or hurry on your project. Our crew completed your project April 21, 2022, approximately 4 months and not the 7 months in which you are stating.  
  After completion and upon your request, our crew returned to your residence to check on the pop-up drains, which you thought were damaged,but these do have a hole in them and that is normal. Again, upon your request,our crew returned to check on the turf edges, and they added additional infill at no additional cost to you, as you had purchased the turf and supplies yourself. You then became upset that they were trespassing. During this period,you also disputed the credit card payment made for the final payment which had been made 4 months prior.   In dealing with your credit card chargeback FRSR had to provide that all items were complete, and the Agreement had been fulfilled. Through the lengthy process FRSR did provide all documents requested and FRSR was awarded the reversal of the chargeback by the independent mediator assigned as well your Credit Card Company. 
  The following photos show that the yard is sloped for proper water drainage. The additional attachment also provides the photos of your completed project. The plant warranty was for 90 days and were in good condition during that time.  FRSR did not find anything out about your trees until this review almost 2 years later.  
  

   

  Customer response

  02/20/2024

   
  Complaint: 21282645
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  02/20/2024

  attached please find the documentation supporting my rejection of the business response. 
  Thanks,
  *********************************

  Customer response

  02/27/2024

  Hello ****. 

  The agreement was signed by both parties on December 13, 2021. FRSR requested the final payment on April 22, 2022 saying that all work has been completed. That was not the case. They came back on May 24, 2022 in attempt to fix the turf installation issues; then they had to return again on June 23, 2022 to excavate the drain which was erroneously buried under the rocks. So, technically, the last time FRSR performed any work at my property was June 23, 2022. 

  ****, I would be happy to discuss this horrible experience with FRSR in more detail over a telephone conversation. There is so much frustration and disappointment I feel, that can not be described in writing. I spoke with one of your colleagues, and she gave your direct number. Please let me know, and I will call you at your convenience. 

  I greatly appreciate your time, consideration, and help!

  Mark

   

  Customer response

  02/28/2024

  Hello.

  Attached is the project agreement with all relevant dates and warranties. The turf warranty is attached as a separate document. Additionally, attached are the emails regarding the concrete steps issues. Much of my communication with FRSR (as preferred) has been via telephone and thus emails are just a partial evidence. The steps installation was finished on April 15, 2022 and I sent an email to FRSR on April 3, 2023 with pictures. I have, however, initially contacted them via telephone a few days prior to April 3 and just had to follow up with an email to provide pictures. The agreement mentions 1 year warranty for concrete. I have communicated the issues with the turf installation to FRSR almost immediately after the initial installation. In both cases, FRSR ignored my multiple attempts to resolve the issues, and failed to honor their contractual obligations. They have provided a defective workmanship and just ripped me off. 

  Thanks

  Customer response

  03/13/2024

  Hi Zoie.

  I haven't seen any communication after our last conversation. Can you please update me on the status?

  Thanks

  ****

  Business response

  03/20/2024

  ****************************,
  We apologize that you feel non-respected by FRSR. The Installation Agreement you signed had the estimated start date for your project the week of December 13, 2021. Our crew started your project on December 14,2021.  The gray concrete walkway and grill pad were poured on December 20, 2021. Due to the weather, at your request our crew returned in the spring to complete the turf installation (which you were purchasing), stamped concrete overlay, and to plant the trees as you had stated to wait for planting if it was cold or there was snow. You had relayed in a conversation there was no rush or hurry on your project. Our crew completed your project April 21, 2022, approximately 4 months and not the 7 months in which you are stating.  
  After completion and upon your request, our crew returned to your residence to check on the pop-up drains, which you thought were damaged,but these do have a hole in them and that is normal. Again, upon your request,our crew returned to check on the turf edges, and they added additional infill at no additional cost to you, as you had purchased the turf and supplies yourself. You then became upset that they were trespassing. During this period,you also disputed the credit card payment made for the final payment which had been made 4 months prior.   In dealing with your credit card chargeback FRSR had to provide that all items were complete, and the Agreement had been fulfilled. Through the lengthy process FRSR did provide all documents requested and FRSR was awarded the reversal of the chargeback by the independent mediator assigned as well your Credit Card Company. 
  The following photo shows that the yard is sloped for proper water drainage. The additional attachment also provides the photos of your completed project. The plant warranty was for 90 days and were in good condition during that time.  FRSR did not find anything out about your trees until this review almost 2 years later.  
  
  
  
  

  Customer response

  03/21/2024

  Hi **************

  the business response attached to your response was their initial (and only) response. I have been in further communication with **** since then and provided additional supporting documentation on Feb 28 as she requested. I haven't heard anything back since. Can you please ;et me know the current status of this case? You can also call me at your convenience at ************ to discuss.

  Thanks

  ****

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired FRSR in April of this year to complete a landscaping project. The project included replacing and extending the driveway, front walkway and front step, as well as landscaping in the front yard. The project was started on April 10, 2023 and completed on April 20, 2023. All invoices submitted by FRSR were paid in full when payment was requested. This includes FRSR's final invoice which was paid in full to FRSR the day the project was completed, as required by FRSR. At the time of completion, there was an issue of water pooling on the front step. **** (the owner) indicated to wait about 30 days and see if the issue resolved itself. He indicated he would check on the sod in about 30 days and would check on the pooling issue then. That has not happened. The concrete is now discolored as a result. In addition, there is a low spot on the walkway that doesn't drain. There are also multiple divets and cracks in the driveway, as well as a broken piece of concrete. After multiple attempts to have the issues addressed, FRSR finally sent a ******* on August 17 to meet with my husband to look at the issues. Unfortunately, the person they sent speaks very broken English and it is difficult to understand -- this is NOT his fault, but simply a fact. We had a time scheduled on September 22 to repair the issues, however that morning my husband received a call that the person became sick and had to turn around and leave. We have not been contacted to reschedule the repairs. There has been little effort on the part of FRSR to address the issues and stand behind their work. Each time we have contacted the company to inquire about resolution there is an excuse or reason they are unable to make an appointment. In addition, the tree we purchased and they planted has died and we will need to replace that. We purchased soil amendment to use when planting the tree (as directed by the nursery). **** refused to use that, stating it was not necessary. Also, they did not use any coverings when the concrete was poured, resulting in concrete spraying on the bottom panels of our garage door, which was just painted in 2021 and we need to be repainted.

  Business response

  10/24/2023

  FRSR will coordinate a day and time frame with the customer for our crew to fix the issues which the customer and our ******* previously discussed. 

  Customer response

  11/03/2023

  Thank you for the update from FRSR.  I have not yet heard from the company to coordinate a time for repairs.  This is the same response they have been giving me for the past 6 months, so hopefully this time will be different.  

  Thank you for your help.  

   

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

   

  Customer response

  11/14/2023

  Hello, 

   

  I'm not sure where this case stands.  I thought I received a message from the BBB after the compliant had been closed due to lack of response from the company that the company had responded it would coordinate a time to meet to address the issues in our compliant.  In looking through the timeline on the BBB it appears that I rejected their response, which is not correct.  As of this date, the company has not contacted me to address the issues.  

   

  Can you update re status please?  

   

  Thank you. 

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

   

  Business response

  12/01/2023

  FRSR has agreed to resolve the concrete issues for customer. Our ******* has met with the customer to go over all issues.  These concrete issues need to be resolved in good weather. FRSR is currently working on scheduling the ******* on a good weather day.  

  Customer response

  12/13/2023

  Hello, I'm confused with this message closing the complaint due to consumer lack of response.  I received a message that the business had responded they would reach out to us and schedule a time to fix the issues and then a later message that nicer weather is required to fix the issues.  I believe I have responded to all messages from the BBB, but please correct me if I am wrong.  

  As a side note, I feel the business response that they are waiting for nicer weather to complete the repairs is a stall tactic.  They have had all summer and fall to address these concerns and it has been one excuse after another as to why they refuse to fix their mistakes. We have been available (other than an approximate 2 week period in late August, which the company was aware of).  Meanwhile, the concrete continues to crack and there are new cracks since the filing of the original complaint.  

  Thank you. 

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

   

   

   

  Customer response

  01/04/2024

  Hi Zoie, 
  
  Thank you for reaching out and my apologies for the confusion in responding.  I believe the last communication from the business was that they had agreed to fix the issues and the ******* had met with us to review the issues.  The response also stated the repairs need to be done in good weather and the business is working on a time to complete the repairs.   As of this date, we have had no communication from the business to schedule the repairs.  As previously stated, the business has been aware of these issues for several months now, some at the completion of the job and others that came up later.   The meeting they reference to review the issues took place in August.  After that meeting, there was a day scheduled to complete the repairs, however on that date, my husband received a call from the office manager that one of the crew members became sick while en route to our home and had to turn around.  No attempt to reschedule was made by the business.  (Please note, the concrete continues to crack and there are now more cracks than when the ******* met with my husband.)
  
  As of this time, this matter has not been resolved.  
  
  Thank you for your assistance and please let me know if you need more information. 
  
  *************************
  

  
  

  Business response

  01/18/2024

  Our ******* will be checking on the cracks once the weather warms up.  We are sorry to hear that there are additional concrete cracks. 

  You will be contacted in advance for the set date and time that is convenient for you. Depending upon the weather, you should be contacted by March 1st. Thank you! 

  Customer response

  01/23/2024

   
  Complaint: 20686891
  
  I am rejecting this response because:

  I rejected this response only because accepting the response notes it will close the complaint.  Since the issues are not resolved I do not want to close the complaint.  I am fine with the response that the issues will be addressed when the weather allows.  I would like assurance that the company will address the issues after the warranty period if they are not able to address them prior to that time, since they were aware of the issues well within the warranty period. 

   

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

  Business response

  01/30/2024

  FRSR is providing assurance that the company will address the concrete issues after the warranty period if we are not able to address them prior to that time, as we were aware of the issues during the warranty period. Please see attached copied Warranty from the Installation Agreement in regard to concrete warranties.   

   

  
  
  
  

  
  

  Customer response

  02/06/2024

  I'm not sure how to respond to the company's messages -- all they say is that they will schedule a time to make the repairs.  I've responded multiple times to that same response.  At this time, I don't have a response other than to say I will wait for them to schedule the repairs.  I disagree with the closing of this complaint as my issue has not been resolved.  

  Please let me know how to keep this claim open until the company follows through on their statements.  

  Thank you. 

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

   

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  FRSR built a fence for ** in April of 2022. The fence was not stained after delivery. FRSR acknowledged this miss and advised they'd would be refunding ** back $325 of the $650 total for the stain via check from their bank. I have followed up with FRSR every few months since July 2022 via phone and (***************************; ******************* Manager; ph: ************) advised each time that **** would need to send the check from the bank and she would be following up with him. One year later, I still have not received the check. My last correspondence with ***** was in July 2023 and she advised that she would work with **** to send the check and follow back up with me as soon as it was sent. I left a message with ***** and have still not received any follow up. At this point, I am tired of dealing with FRSR and their false promise of sending me the refund check. I am enlisting the assistance of the BBB to help retain the $325 refund as I have had not luck collecting it from FRSR. I think I am bring gracious in not requesting the full $650 back for the stain that was not applied, but they are having trouble even giving half the amount at this point. Please assist and let me know what additional details I can provide.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FRSR completed landscaping work for us in the fall. In Spring, we realized there were deficiencies and items that needed to be corrected or finished. We have been contacting them about 9 specific line items since May. They addressed the leak, fixed it improperly and then ignored us for months, along with the other 8 issues. After we called them multiple times, we got someone out to fix the leak properly, but are still being ignored for the other issues. We have called, emailed, messaged, etc. and continue to be ignored. We are still under warranty and need a letter from them to give to the city regarding the leak, need issues fixed and need to be reimbursed for the costs associated with the sprinkler box leak that occurred due to their faulty install and faulty repairs. Here is the list of issues that need to be addressed still [we are still in the warranty period] :Damage from the leak: *Dirt filled valve box *Erosion damage *Dirt filled in fabric and rocks placed back * Back flow valve has pulled out of the wall from the sinking ground * Water bill costs Downspouts *Front left downspout not installed properly *Joints not glued *Incorrect end cap *Are the other 3 buried downspouts also not glued?Drip line exposed *Either from the erosion damage or not staked to the ground properly. *The line needs to be secured so it doesn't move when water is run through it *Exposed wires from the original valve box going to the new valve box Gas line rusted over ******** line installed was not painted to prevent rust: Expect the rust removed and painted The stamped concrete is deteriorating * Appears to be lacking proper sealing * Cracks and broken surface spots The **** rock installed was broken: A large part of the rock is broken in half Insufficient mulch * The mulch given was not enough to cover the area * Exposed concrete edge * Gaps of no mulch in the corner areas.

  Business response

  08/09/2023

  
  Damage from the leak FRSR will gladly look at
  Dirt filled valve box FRSR will gladly look at
  Erosion damage of the area - there is no erosion in this area as the dirt did not wash away.  The issue as with quite a few houses in your neighborhood, improper compaction by the builder.  The homeowner even had issue with compaction problems before we started.  The settling and compaction issues are the builders responsibility to fix.  FRSR however will look at and gladly add soil if needed. 
  Dirt filled in Please see above
  fabric and rocks placed back FRSR will gladly look at
  Back flow valve has pulled out of the wall from the sinking ground - .  The issue as with quite a few houses in your neighborhood, improper compaction by the builder.  The homeowner even had issue with compaction problems before we started.  The settling and compaction issues are the builders responsibility to fix.  FRSR however will look at and gladly add soil if needed. 
  Water bill costs - your leak cost us and you need to reimburse us for this The issue had nothing to do with FRSR it was the builder parts that when the ground settled caused the issue.  FRSR will not be paying for this, we already made the repairs for them. 
  Downspouts
  Front left downspout not installed properly All downspouts are installed per industry standards and the same way for the 25 plus years we have been in business. 
  Joints not glued The pipe that is used does not need to be glued, however if the homeowner wants we gladly will do
  Incorrect end cap FRSR only uses industry standard caps
  Are the other 3 buried downspouts also not glued? - The pipe that is used does not need to be glued, however if the homeowner wants we gladly will do
  Drip line exposed FRSR will gladly look at however since drip line is a non-burial able pipe you may see some of it exposed. 
  Either from the erosion damage or not staked to the ground properly.  Again no erosion took place on the property, they have settling issues from improper over dig of the foundation from the builder. 
  The line needs to be secured so it doesn't move when water is run through it you do not secure drip pipe
  Exposed wires from the original valve box going to the new valve box on the other side of the fence FRSR does not understand what is going on but will gladly look at.
  Gas line rusted over FRSR did paint, but will look at a paint again if needed.
  ******* line installed was not painted to prevent rust Please see above
  Expect the rust removed and painted
  The stamped concrete is deteriorating Stamped Concrete is not deteriorating at all.  When concrete is poured and explained to all Homeowners we apply a Cure and Seal Sealer.  This sealer allows the concrete to hydrate and cure but gives the benefit of a sealed surface.  The positive to applying this sealer is can be done right after pour and the homeowner does not have to wait ***** days to let the concrete cure and hydrate.  The downside for this sealer it is not UV stable and will wear off at a faster rate than a topical sealer that does not allow the concrete to hydrate and cure (hence why we do not use for first application).  This is what is going on and the homeowner simple needs to either let all the sealer wear off and then you get a very natural un sealed surface, or they need to reseal with the topical sealer which is UV stable and harder wear as the concrete is fully cured.  This is explained various times to the homeowner to start the project and again at walkthroughs. FRSR charges $3.10 per sq; which covers the cost of the materials used to reseal a patio, for this patio that cost would be $635.00.  FRSR will gladly waive the charge for doing this as a courtesy to the homeowner, however this is a one-time thing in a few years should they want sealed again it would cost.  This is part of routine maintenance for stamped concrete patios. 
  Appears to be lacking proper sealing Sealer was applied properly from the start please see above
  Cracks and broken surface spots That is the sealer wearing off
  The **** rock installed was broken This is the first FRSR has heard of the broken **** rock.  With project completed a little over 8-9 months ago this is not a warranty issue
  A large part of the rock is broken in half - This is the first FRSR has heard of the broken **** rock.  With project completed a little over 8-9 months ago this is not a warranty issue
  Insufficient mulch
  The mulch given was not enough to cover the area FRSR provided more than enough mulch for these areas and was approved upon completion of the project.  In the course of 9 months with Rain, Snow,Wind and Foot traffic mulch does compact and by no means is a warranty issue as this falls under general maintenance in Spring, Summer and Fall by the Homeowner.  FRSR gladly will fluff up the mulch and bring in new as you would want to ***** year as general maintenance.
  
  FRSR will gladly take care of listed above items, however we will not schedule any work until all negative items are removed from ************ as quite a few were posted after this was submitted to the BBB.  Once those are removed FRSR via email to all parties will set up a time to take care off all items listed above.  FRSR also asks while the crews are working that the homeowners allow them to work without interruption.  Then upon completion of listed items both partis agree to not leave negative, disparaging or any other comments via social media, online or any means about either parties. 
  *********************
  Manager FRSR Landscape 
   ***********************************
   www.frsrllc.com

  Customer response

  08/13/2023

   
  Complaint: 20431021
  
  *************** to this with further information so that we can resolve all issues accordingly based on proper information: Please see note below, also attached in PDF format as an easier to read letter since this format does not support bullet points. 

  --------------------------------------

  August 12, 2023

  
  Dear ****, 

  
  We appreciate you taking the time to respond to our issues. It sounds like you are amenable to most items now that you are aware of the issues. Since it seemed there was not enough information on the first list regarding issues that there is confusion over, we have included further information.   
  
  Sprinkler Box Leak Damage 
  *Thank you for agreeing to clean out dirt from the valve box leftover from the leak caused by FRSR from the ** connection splice you added that was not glued properly. This issue may be resolved since your crew dug out that box during the last leak fix. 
  *No extra post erosion measures are required anymore. Your leak caused erosion due to the amount of water, but our builder has graciously fixed this. We only request that any dirt and rocks disturbed during repairs are put back into place accordingly/ added as needed once the repair is completed. Thank you for offering to add soil if needed. 
  

  Water ***** We are not quite following your response to this. Your team cut the water line, installed a **connection and did not glue the **connection that your team installed. Due to this line not being sealed, anytime we turned on the sprinkler valve in the basement, the water flowing through it was just gushing out constantly into the ground. This meant water was just running continuously for over 24 hours until we got a leak alert. This caused a $100 overage on our water bill. We are not asking you to cover the costs for interior water damage or other repairs, just the water bill. 

  
  Downspouts:
  *Front left downspout. The intentions may have been to install per industry standards, but when we inspected it, the pipes were not connected even physically and there was water from the downspout seeping out before being able to properly drain away from the foundation walls. Because this one has been an issue, we would be appreciative if you would glue it. Thank you. 
  *The cap used in the ground at the end of the buried downspout on the left side was different from all the others used and the one adjacent to it on our neighbors property. The cap that was used does not pop up like the others. 
  *If the other downspouts can be glued that would be great. Any areas where landscaping needs to be disturbed to do this, we would ask for your team to put it back properly after the fact. We understand that this may not be possible at the downspout at the concrete path location. 

  
  Drip Line: Right now they are a tripping hazard as they are not buried under the rocks. The drip line should be secured under the rocks with stakes. This was either not done properly or was unearthed from the leak damage to the area. 

  
  Exposed wires: The spliced wire from the main sprinkler box is exposed above ground from when it was connected by your team to the new box. The wire was not installed during the original work period, but was added once we discovered the new zone was never connected to our system and we had you come out to fix this. 
  

  Gas valve. We appreciate you looking into this. The amount of rust on the valve and pipe indicates that paint was never applied, but perhaps it was just not an efficient amount due to low temperatures at the time. We would like the rust taken care of properly before it is repainted. 

  
  Stamped Concrete: 
  *We did receive the literature from FRSR about the process of stamped concrete and the sealing of stamped concrete. I also deal with stamped concrete with my clients at my job. We never actually saw anyone do the final seal, but if it was done, it seems that perhaps it was not enough or was too cold on that day to work properly. 
  *We have also compared our stamped concrete patio with our neighbors patio, who you also completed, and he is not having the same issues as us with deterioration. 
  *We appreciate that you will come out and seal the patio at no charge. Our ultimate goal was to have you come out and review it, and make sure that ************ it is the proper remedy. 
  

  **** rock: this cracked into pieces within our first couple of months of install. Since this was during the winter, we waited until Spring to contact your team, but your team was not responding to us other than for the leak. This was an expensive item that should not have broken even in an 8-9 month period, let alone a two month period. We request that you re-evaluate this item. 

  
  Insufficient Mulch 
  * This area receives zero foot traffic and is shielded from the wind. 
  * The amount of mulch was not approved upon completion of the project. As such, even with wind, snow, and rain and the understandable yearly decrease based on the elements, it should not be such a decrease that multiple inches of concrete at the edge of the patio should be exposed or that the black plastic underneath should be exposed. 

  * We did not give a positive affirmation of approval of mulch upon completion. Your team finished when it was dark outside and snowing, so there was no way to determine if it was enough or not. You had told us to not worry about the messy sides of the patio because they would be covered by mulch and there is at least an inch of exposed concrete that is messy with the color bleed that has never had enough mulch to cover it. We would appreciate you bringing in enough mulch to properly bring the mulch up to the level of the patio as agreed upon originally. 

  
  Any and all communication we were attempting to make via social media to get you to respond to us, were statements relating to the fact that you have been being unprofessional by ignoring our requests for service by not responding via email or telephone and not doing warranty work. These statements about our relationship and experience with you were immediately deleted once we received your response from the BBB, before you even requested it. 
  We are ready for you to schedule a time to have **** come analyze the concrete and schedule crews to do the stated work. 

  
  We will be on site during any and all work since it is our property, and based on the work done in the past will be here to observe work during the process and will analyze it upon completion to make sure the issues have been resolved.

  
  We want to continue to keep this line of communication between us, the homeowners, the BBB, and FRSR open until we are in agreement that all items have been satisfactorily addressed. 

  
  According to the Consumer Review Fairness Act it is not legal to require us to not submit reviews of your company. Assuming you come and fix the work properly, continue to correspond with us, and finalize the warranty work in a professional manner, we have no reason to post statements online to get you to respond to us accordingly.

  
  Thank you, 

  
  ******* and Louis 
  
  
  Sincerely,
  
  *******************************

  Business response

  08/29/2023

  Along with the mentioned below, FRSR will be providing the re-sealant of the stamped concrete and providing $50 towards the water bill. The work is scheduled for next Friday, September 8, weather permitting. 

  Damage from the leak FRSR will gladly look at
  

  Dirt filled valve box FRSR will gladly look at
  Erosion damage of the area - there is no erosion in this area as the dirt did not wash away.  The issue as with quite a few houses in your neighborhood, improper compaction by the builder.  The homeowner even had issue with compaction problems before we started.  The settling and compaction issues are the builders responsibility to fix.  FRSR however will look at and gladly add soil if needed. 
  Dirt filled in Please see above
  fabric and rocks placed back FRSR will gladly look at
  Back flow valve has pulled out of the wall from the sinking ground - .  The issue as with quite a few houses in your neighborhood, improper compaction by the builder.  The homeowner even had issue with compaction problems before we started.  The settling and compaction issues are the builders responsibility to fix.  FRSR however will look at and gladly add soil if needed. 
  Water bill costs - your leak cost us and you need to reimburse us for this The issue had nothing to do with FRSR it was the builder parts that when the ground settled caused the issue.  FRSR will not be paying for this, we already made the repairs for them. 
  Downspouts
  Front left downspout not installed properly All downspouts are installed per industry standards and the same way for the 25 plus years we have been in business. 
  Joints not glued The pipe that is used does not need to be glued, however if the homeowner wants we gladly will do
  Incorrect end cap FRSR only uses industry standard caps
  Are the other 3 buried downspouts also not glued? - The pipe that is used does not need to be glued, however if the homeowner wants we gladly will do
  Drip line exposed FRSR will gladly look at however since drip line is a non-burial able pipe you may see some of it exposed. 
  Either from the erosion damage or not staked to the ground properly.  Again no erosion took place on the property, they have settling issues from improper over dig of the foundation from the builder. 
  The line needs to be secured so it doesn't move when water is run through it you do not secure drip pipe
  Exposed wires from the original valve box going to the new valve box on the other side of the fence FRSR does not understand what is going on but will gladly look at.
  Gas line rusted over FRSR did paint, but will look at a paint again if needed.
  The gas line installed was not painted to prevent rust Please see above
  Expect the rust removed and painted
  The stamped concrete is deteriorating Stamped Concrete is not deteriorating at all.  When concrete is poured and explained to all Homeowners we apply a Cure and Seal Sealer.  This sealer allows the concrete to hydrate and cure but gives the benefit of a sealed surface.  The positive to applying this sealer is can be done right after pour and the homeowner does not have to wait ***** days to let the concrete cure and hydrate.  The downside for this sealer it is not UV stable and will wear off at a faster rate than a topical sealer that does not allow the concrete to hydrate and cure (hence why we do not use for first application).  This is what is going on and the homeowner simple needs to either let all the sealer wear off and then you get a very natural un sealed surface, or they need to reseal with the topical sealer which is UV stable and harder wear as the concrete is fully cured.  This is explained various times to the homeowner to start the project and again at walkthroughs.  FRSR charges $3.10 per sq; which covers the cost of the materials used to reseal a patio, for this patio that cost would be $635.00.  FRSR will gladly waive the charge for doing this as a courtesy to the homeowner, however this is a one-time thing in a few years should they want sealed again it would cost.  This is part of routine maintenance for stamped concrete patios. 
  Appears to be lacking proper sealing Sealer was applied properly from the start please see above
  Cracks and broken surface spots That is the sealer wearing off
  The **** rock installed was broken This is the first FRSR has heard of the broken **** rock.  With project completed a little over 8-9 months ago this is not a warranty issue
  A large part of the rock is broken in half - This is the first FRSR has heard of the broken **** rock.  With project completed a little over 8-9 months ago this is not a warranty issue
  Insufficient mulch
  The mulch given was not enough to cover the area FRSR provided more than enough mulch for these areas and was approved upon completion of the project.  In the course of 9 months with Rain, Snow, Wind and Foot traffic mulch does compact and by no means is a warranty issue as this falls under general maintenance in Spring, Summer and Fall by the Homeowner.  FRSR gladly will fluff up the mulch and bring in new as you would want to ***** year as general maintenance.
  
  FRSR will gladly take care of listed above items, however we will not schedule any work until all negative items are removed from ************ as quite a few were posted after this was submitted to the BBB.  Once those are removed FRSR via email to all parties will set up a time to take care off all items listed above.  FRSR also asks while the crews are working that the homeowners allow them to work without interruption.  Then upon completion of listed items both partis agree to not leave negative, disparaging or any other comments via social media, online or any means about either parties. 
  *********************
  Manager FRSR Landscape 
   ***********************************
   www.frsrllc.com

  Customer response

  08/29/2023

   
  Complaint: 20431021
  
  August 29, 2023

  [see attached for easier to read PDF format of below response]

  [see attached for water usage report that shows spike at days of leak]

  
  Dear ****, 

  
  Thank you for responding. We have noted September 8th on our calendar. Do you have a time frame for that date? 

  
  We have the following items noted for your September 8th visit.  
  * Clean out dirt from sprinkler valve box 

  
  * Add soil as needed to the area near the sprinkler valve box where the leak occurred. 
  ----Once dirt is added as needed, you will replace/ put back the fabric and rocks as needed 

  
  * Glue downspout joints. 
  ----Any areas where landscaping needs to be disturbed to do this, we would ask for your team to put it back properly after the fact. We understand that this may not be possible at the downspout at the concrete path location. 

  
  * Lennar fixed the exposed drip line for you. 

  
  * Look at and fix exposed wires: The spliced wire from the main sprinkler box is exposed above ground from when it was connected by your team to the new box. The wire was not installed during the original work period, but was added once we discovered the new zone was never connected to our system and it was left exposed. 

  
  * ********* valve. 
  ---We would like the rust taken care of properly before it is repainted. 

  
  * Seal concrete
  --- For the stamped concrete sealing, are you sending out a concrete expert to analyze why it is deteriorating before resealing? There is color missing and areas where the top layer is literally scraping off. Our neighbors patio that you did is not doing this. 

  
  * Add mulch to proper level and fluff
  ---Cover edge of window ***** and side of patio with proper levels of mulch as agreed to in original design 
  

  Questions not addressed yet:  
  * Water bill coverage - why are you only stating you will cover half of the cost of the water leak? The OVERAGE on our bill was $100. That was not our total bill. Our total bill was ~$180 and has historically been ~$80/month. The water company noted the overage use for the days with the leak present. The leak was in no way our fault, so we should not have to incur the cost from your teams negligence in doing their job correctly. 
  

  * The cap used in the ground at the end of the buried downspout on the left side was different from all the others used and the one adjacent to it on our neighbors property. The cap that was used does not pop up like the others to allow water to flow out. 
  

  * **** rock: this cracked into pieces within our first couple of months of install. Since this was during the winter, we waited until Spring to contact your team, but your team was not responding to us other than for the leak. This was an expensive item that should not have broken even in an 8-9 month period, let alone a two month period. We request that you re-evaluate this item. 
  

  Please respond back to us as soon as possible to resolve these last few issues that have not yet been addressed so we can address everything accordingly on site on the 8th.

  
  Thank you, 

  
  ******* and *****
  
   

  Business response

  09/07/2023

  Please see attachment

  Business response

  09/14/2023

  In response to the complaint: FRSR received the following resolution from customer on 9/8/23 at 10:32 a.m.: 

   "We agree to the terms. 

  What time Wednesday September 13th would you be having the crews come out? "
  
  Thank you, 
  
  Kristen 

  Please inform FRSR of the status of this complaint. Thank you 

   

  
  

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We have settled on the following terms and their crews will be coming to our house for work on September 19th. See attached for further details in an easier to read format. 

  
  September 19th visit. 
  Clean out dirt from sprinkler valve box

  
  Add soil as needed to the area near the sprinkler valve box where the leak  occurred.

  
  Once dirt is added as needed, replace/ put back the fabric and  rocks as needed  

  
  Glue downspout joints

  
  Look at and fix exposed wires

  
  Paint Gas valve.

  Seal concrete .

   Add mulch to proper level and fluff . 

  Cover edge of window ***** and side of patio as agreed to in original design 

  FRSR will reimburse $50 for the water bill
  

  Our Crew will check on this cap [ from buried downspout]

  
  It is very unusual for **** rock or boulders to crack. Salt can deteriorate rock. Our crew will look at it. 

  FRSR is requiring the removal of negative reviews posted after contacting the BBB: From ******* and *****: All statements regarding the experience with FRSR were removed prior to this request except for the review on Yelp. Since it violates their terms and conditions to be required to remove a review in order to get service completed, I had to go through extra processes to get this completed. It is now removed. 

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

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  FRSR installed a concrete patio and fire pit. After the installation I called and emailed for a year asking for them to return and clean up the overspray of concrete on my house, windows and lawn. After a year of never receiving follow up after numerous phone calls and emails I gave up. Now the concrete that is barely 2 years old is flaking and crumbling. I have called and emailed again and now after two weeks still have not received any response. This concrete that is falling apart lays right next to concrete that is 6 years and in perfect condition.

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In late March of 2022 we hired FRSR to put in a concrete patio, sod, and and irrigation system on our property. On Mat 1st we started to noticed cracking in the patio and contacted ***** at FRSR. She replied she would have someone out to take a look. No one came out to look. We then sent a certified letter to FRSR citing the notice of defect law in ******** and stated the following "Pursuant to the ******** Construction Defect Action Reform Act, you have 30 days from receipt of this letter to inspect and 30 days from the date of inspection to cure"***** replied to this letter see below. I have contacted them numerous times and no one has come out to fix this crack. Since then other cracks have appeared. I just need them to fix the faulty concrete work or reimburse me to have someone else come out to correct their work "*************************** FRSR <*********************************>May 31, 2022, 2:00 PM to me Hi ***, Thank you for attaching the water bill. FRSR would like to reimburse you $300 towards this water bill, and apologizes for the delay in the timer adjustment scheduling.Our crew will also be repairing the hairline crack in the firepit patio. Hairline cracks are normally not warrantied, but our crew will definitely take care of this for you soon.I will notify you when one of our ******* will be at your residence.Thank you ***,

  Business response

  08/23/2022

  
  ******************,
  
  Please note the following from your Installation Agreement:
  
  9.        Warranties. 

  
  Grey, Stamped Concrete: Contractor hereby warrants against defects in material and workmanship for a period of one (1) year from date of installation.  Owner/Customer agrees and shall give ********************** the first opportunity to make any repairs, replacements,and or corrections to any possible defects in construction, and Contractor agrees to do so at no cost to Owner/Customer within a reasonable time period.Warranty is void if FRSRs construction work has been modified, altered,defaced, and/or had changes/repairs attempted or made by others. FRSR LLC is not liable for damage to concrete due to chemicals, sprinklers, animals, foot or vehicle traffic, or acts of God/nature beyond Contractors control, for the appropriate cure time of approximately five (5) to eight (8) days from date of pour. Contractor is not liable for damage which occurs from use of snow-removal equipment, tire chains, shovels, ice-removal tools/equipment, chemical application, etc. Warranty excludes normal cracks, petroleum damage, punctures,and normal wear and tear. Owner or his/her agents to immediately notify Contractor in writing within 10 days of knowledge of defect.  Under no circumstances will Contractor be liable for damage caused by expansive soils or settlement of the underlying soils.  All concrete is guaranteed to be free of structural defects and is guaranteed not to create a trip hazard in the events of creative cracking. Cracks are considered under warranty when they are over wide.  Cracks under or hairline cracks are considered normal and not a warranty item.

  
  The photo you originally emailed was considered a hairline crack, which, as previously stated, is not a warrantable item, but FRSR did offer to repair it for you as a courtesy. Our crew were in your area, and tried contacting you for permission to enter your backyard, but were unable to get ahold of you to allow our crew access to your yard to fill the crack.  
  

   

   

  Customer response

  08/23/2022

   
  Complaint: 17746260
  
  I am rejecting this response because: they did not try to contact me or my wife regarding fixing the cracks. Please provide email or phone e item e of that. We also have a door bell camera as well as cameras in the back of the house that do not demonstrate that anyone from your company tried to come to our house. Their claim is false and they are not following though on what they agreed to remedy 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The fire pit was installed wrong and makes a god awe full sound. Has no levels of flames. They refuse to come fix they have an excuse for everything. They refuse to come seal cracks before they get worse. The sprinklers have dead spots they refuse to come address.

  Business response

  09/07/2022

  
  ****************,
  
  The fire pit for your project was installed correctly by our crew. It was as per your request, FRSR installed the gas line to the fire pit from the stub out and not the meter. You had requested this for your cost savings. The noise you are hearing is coming from around the fire ring, but the actual fire ring is not causing this noise. There is something that is causing this to happen, such as having the line pressure turned too high and the high pressure is causing this noise. Therefore, all your emailed requests to install a new fire ring would not be feasible, as stated in the several past email explanations and replies to you.   
  
  Prior to the gas line and fire pit installation, both our Manager and Project Designer informed you of the potential issues with hooking into a stub out versus hooking up to a meter,including pressure issues.
  
  You had also mentioned that you wanted a large fire pit flame. You may not be receiving this due to the fact another contractor installed a BBQ within this same stub out line, and this does not reflect back on the work of FRSR.  
  
  FRSR had originally offered you to change the gas line from your originally requested stub out location and install the gas line from the fire pit to the meter, and the cost was given to you. This is not considered a repair, as the gas line was installed to the stub out as per your request, the fire pit was installed correctly, the pressure is turned up too high, and you had another contractor install a BBQ on the same line.  
  

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We hired FRSR to removed grass in our backyard and install artificial turf and a concrete pad for basketball in January 2022. They left our backyard in a horrible state. It took months to get them to come back and clean it up. They promised to come back when it was time to turn on the sprinklers as we were going to keep the grass area on sprinklers to wash the turf down after the dogs and if it gets hot. They lied and said holes were cut for the sprinklers so we had to send videos to prove they were not. Then when they came out to cut those holes it was discovered that they had buried multiple heads under edging, in our rocks and even under the concrete pad. They dug up holes and then when they realized the heads were actually under concrete he said he was going to get some supplies and would be back. That was two months ago and we have sent multiple emails asking them to please come back and fix it and they wont. We have spent hours trying to find all the broken heads and punctured drip zone and have lost plants as a result. We also would l like to know what brand turf was installed for warranty information.

  Business response

  08/23/2022

  
  ****************,
  
  The fire pit for your project was installed correctly by our crew. It was as per your request, FRSR installed the gas line to the fire pit from the stub out and not the meter. You had requested this for your cost savings. The noise you are hearing is coming from around the fire ring, but the actual fire ring is not causing this noise. There is something that is causing this to happen, such as having the line pressure turned too high and the high pressure is causing this noise. Therefore, all your emailed requests to install a new fire ring would not be feasible, as stated in the several past email explanations and replies to you.   
  
  Prior to the gas line and fire pit installation, both our Manager and Project Designer informed you of the potential issues with hooking into a stub out versus hooking up to a meter,including pressure issues.
  
  You had also mentioned that you wanted a large fire pit flame. You may not be receiving this due to the fact another contractor installed a BBQ within this same stub out line, and this does not reflect back on the work of FRSR.  
  
  FRSR had originally offered you to change the gas line from your originally requested stub out location and install the gas line from the fire pit to the meter, and the cost was given to you. This is not considered a repair, as the gas line was installed to the stub out as per your request, the fire pit was installed correctly, the pressure is turned up too high, and you had another contractor install a BBQ on the same line.  
  

  Customer response

  08/31/2022

   
  Complaint: 17578279
  
  I am rejecting this response because:
  We didnt have a fire pit installed  our project was artificial turf and a concrete pad. This response doesnt belong to our project or complaint. We still have sprinkler heads buried in concrete as well as turf that is not installed correctly.

  
  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. ↩