Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a written quote on 4/19/22 from Yards Done Right LLC. This was for a patio installation, grass seed installation, install 2 stone walkways, and install landscape edging on garden bed. I provided a check to vendor for ******** to begin work. Work began shortly after.Within several weeks after the work was done the patio starting showing pitting between stones. I notified the vendor, he came and looked at issue. For the next ***************************************************************************** lots of double talk. Last fall he asked me to wait thru the winter to see if it got worse. He said he would follow up with me in spring. I followed up with vendor in spring of 2023. The pitting is getting worse.Since that time I have had email and phone contact with the vendor. He continues to give me lots of excuses and double talk about what should be done, if anything. Recently, he tried to blame me because of the stone type I had installed. The business owner now says he doesn't like the material used and he had little experience with the type of stone and stand. He did not make that statement when the installation was discussed. He is also stating that the warranty of the work is over, even after he was initially contacted about the issues weeks after work was ************ of this complaint, I have contacted the vendor many, many times without resolution. This business owner exhibits poor customer service, work follow up and business ethics.

  

  Business response

  11/14/2024

  When the pitting started with this patio soon after installation we suggested waiting because there is some natural settling that will happen with the sand.  We also wanted to do our due diligence in finding out if this was more than just settling.  This included talking to manufacturers about the product used and why we were having this issue. We spoke to both the manufacturer of the paver installed and the sand used.  Their response was that it was not an installation issue but had to do with the paver product itself and with its hundreds of joints it is unlikely that the sand would be flush with the surface and naturally create the dimples because of this. This happens because instead of a standard straight joint that most pavers use, this was more of triangle joint with more surface area.  They assured us that this was not an unusual occurrence.   Learning this made the original solution of re sanding the patio seem like it would ultimately not fix the problem. There was no blame involved towards the customer, just facts of the product.
  Customer reached out to us during the busiest season of the year for landscapers and requested yard work as compensation. We did not refuse this, but admittedly were not as timely in our response as we should have been.
  We tried reaching her to come to a resolution and she stopped communicating with us.  
  We are willing to do the requested resolution to reinstall sand and reseal patio on the condition that we will not be liable after this repair. We can get this done no sooner than May due to the temperature and dryness requirements that the product requires.
  
  

  Customer response

  11/19/2024

   
  Complaint: 22310457
  
  I am rejecting this response because:
  I was in communication, via email and phone, with **** ****** for several years about the Patio installation issues.  I have provided emails dating from May 2022 thru July 2024 showing the exchange between myself with Yards Done Right! (YDR).  
  While Mr. ****** did contact the materials vendors (sand and paving stone manufacturers) he continued to state that he did not have a solution and was not sure what was causing the chipping. 
  
  Quick summary:
  1. Within the first month after installation, contacted YDR about patio chipping issue,
  2. **** contacted materials manufacturers,
  3. Materials Representatives visited site w/YDR. Neither vendor had a solution or reason for the chipping in the patio,
  4. I was asked to monitor the patio thru the winter and see if it continues to have sand chip away.  YDR requested that I get back in touch in the spring and give them a status.  I contacted them the following spring with a status of increased chipping and YDR has still done nothing to resolve or provide compensation,
  5. For the past 6+ months, **** ****** has made no attempt to resolve or take responsibility for the failed installation.
  
  After the patio installation, Mr. ****** made statements that he had no experience with this type of sand and did not like working with this material.  He has also made statements that I picked this type of paving stones and it should have uneven edges.  This does not explain or wave the impact of the failed patio install. Which is much different the chipping issue I have.
  
  My last email sent to **** ****** (YDR), I stated that I was done contacting them for a resolution.  It was obvious that Mr. ****** was not going to take responsibility for or resolve this problem. The issues continue to get worse, and it can only be attributed to an incorrect installation.
  Sincerely,
  
  ******** ******

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