Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During May of 2024, and in particular the dates of May 20th through May 28th of 2024, Hardline Contracting (working on behalf of ****** located at **************************************************************, installed capacity for 5G communications lines in the ************ subdivision of ****************. They left the place a mess.He's why the job is not finished:1) Lawns were dug up and damaged by various equipment 2) Sod was not properly replaced or not replaced at all 3) Sidewalks and driveways are now raised, sinking, or cracked. This is a direct result of not having dug deep enough prior to flowing high pressure water underneath the subdivision infrastructure.Please see the attached photos. Note, we also have pre-construction Drone video that can be shared as well.We attempted to speak with the Hardline Project Manager and were told that we would receive a call or in-person visit but this has not happened.We hope the BBB can influence a resolution to these issues.

  Business response

  07/17/2024

  We apologize as the initial BBB email dated 7/2/2024 was overlooked as it automatically went to our spam folder.  We just received the mailed letter post marked 7/10/2024 and dated Tuesday, July 9, 2024 on the letter itself on Tuesday, July 16, 2024 via mail.  The "Customer's Statement of the Problem" found on the letter is very vague in nature and does not specify specific addresses or locations.  We will however address what is visible in the pictures that were provided by the reporting party.  The dates provided for the month of *** are when the project was being actively worked on by Hardline Contracting.  This was a large-scale project involving approximately ****** feet of underground fiberoptic cable and not just the reporting party's property.  The pictures were taken while Hardline Contracting was onsite and performing work that day and are not a representation on how the project was left at days end, but rather as our Team was actively performing installation of new utilities in real time.  This project was completed, with all areas disturbed by Hardline Contracting returned to their original condition and approved by the utility provider at the beginning of June.  Our Team received several compliments from homeowners and neighbors of the reporting party on the quality of our work and thanked our Team members.  Our company has been in business since ******************************************************************** front of thousands of houses over that time and this is the first time we have had a complaint to the BBB.  We take our reputation and quality of our work seriously and ensuring our customers are more than satisfied is a top priority.  We do not have any record of the reporting party making an effort to reach out to us directly to discuss any issues that they would of liked addressed/resolved.   An attempt was made to contact the reporting party immediately via the telephone number provided upon receipt of the letter on Tuesday, July 16, 2024, however, no one answered the phone or returned our call.  A Hardline Contracting project manager was sent to the location identified in the pictures provided to investigate these claims.  Upon arrival on ***************, our project manager identified and documented the current condition as seen in the attached photos.  The current work being performed, as seen in the pictures Hardline Contracting has provided from Tuesday, July 16, 2024, are related to new additional work by a new contractor that is not related or connected to Hardline Contracting.  If the reporting party's complaint is referring to the current conditions, then they would need to investigate and identify the current contractor performing the work.  We would be happy to discuss any additional questions or concerns with the BBB or reporting party. 

  Regards,

  *********************, Managing Member, Hardline Contracting, LLC

  Customer response

  07/23/2024

  Complaint: 21928767
  
  I am rejecting this response because the contractor is basically saying they have no information and nothing further needs to be done on their side.

  That response is unacceptable on many levels. There're numerous instances of sideways & driveways raised; now during rain, the wooden sidewalk dividers/spacers wash away. Machines have run over lawns and simply planting grass seed is not a fix.
  

  It has taken some time to assemble more detailed pictures of damage; including before/after evidence.

  I've attached updated pictures and these have also been forwarded to Hardline Contracting.

  Suggesting a review of the drone footage (too big to attached here); or subdivision walk-through to document each such occurrence. 

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

  Customer response

  07/29/2024

  As we continue to survey the damage, I'm attaching additional photos from the southern direction at *********************** (to include 3015 as well).

  Contractor has suggested using ****** Earth as an authoritative source.

  We've done this here; clearly showing raised sidewalk sections increasing the risk of trips/falls.

  Short of some regulations stating that this is "acceptable" or otherwise "within tolerances", then these sections should be repaired.

  We'd like to compensated for the lawn damage. 

   

  Customer response

  08/04/2024

  Complaint: 21928767
  
  I have reviewed the business' response and am rejecting it because:

  I see no response from the business (Hardline) as to what they are offering to do about the many issues/pictures submitted.

  In my last response, I asked for compensation for the lawn and replacement of the sidewalk.

  If I'm missing this anywhere in the communication history, please point me to anything such information.

  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. ↩