Complaints

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:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  This is a response to ****************.

   Hello ****************. If you truly haven't seen any of my messages, then I'm sorry that I've had to use BBB to get in touch with you, but I'm glad to finally be able to talk. I am happy to supply my call and text receipts. In total, I sent texts to you and **** dating back to May 2024 in which **** responded once to greet me, but then never again for a few months of text after that. I started trying to call **** around the beginning of June lasting till mid-July of 2024; he never answered. I also tried calling you during that time. You answered one of those calls, but then none of the others. I sent you images of the wall via text to the same number as requested, but received no responses. I left voice messages requesting you call me back to discuss the wall further, but still no responses. I hope you can see from my perspective both of you seemed to stop communicating with me after learning about the wall falling. I have supplied BBB with images of the walls with timestamps so you can see the progression of the wall slowly falling over. Are you able to view those images now?

  As for the construction of the wall. I think we'll have to have a third opinion. Mine is that the wall was completed in December and only lasted until the ground thawed. It's possible the ground was never solid enough to begin with. It is a fact though, that I had concerns with the wall and it worries me that you say you were not aware of my concerns until it had collapsed this year. If you remember, it took you and **** coming back over to the house and promising me that the wall would not fall over and that if it did in the next five years, then you'd come back and fix it for me to pay the remaining balance. I did that in good faith. I believed you and ****. That is why I paid the remaining balance.

  For the drain tile. That was for a different section of the yard running down a different hill, not behind the retaining wall. I left the drain tile out of the job because it wasn't related to the wall and would have damaged the roots of a tree. If there was another, separate drain we discussed for the retaining wall, I do not remember it and I do not have a waiver signing off on this. I also do not have a waiver signing off on the use of pavers above the recommended height. For reference, I'm looking here at some related paver bricks supplied by Pavestone: **********************************************************************************************************. These have lips on the back to allow for a stepped placement. All of the bricks on my wall have had this lip broken off so that they can fit in a single vertical line. If you have documents showing I waved these things can you submit them here? Again, I am sorry it has come to contacting you through the BBB.
  
  Regards,
  
  *******************

  racking.2. They used concrete retaining wall bricks and a little glue to create this wall that lasted less than a half a year.3. The bricks they used are only rated for a max of 2ft, the wall they made is above 5ft. I do not trust that they knew what they were doing. The wall is not safe.4. They've been nearly impossible to contact since completing the work.5. I've lost the use of my back brick patio.6. I still don't have a retaining wall and will need to hire a different company to do that. It would be helpful to have the money from this failed job to help pay for it to be completed correctly.Attached is a PDF of some images. They presented in chronological order. The first four are from before winter '23. The last two are from this spring.

  Business Response

  Date: 08/08/2024

  Tell us why here...Hello ***********. We're sorry to hear about the unfortunate event of the retaining wall as I had stated the last time talked. I'm not to sure exactly how many time you have tried to contact us as my phone has been on the ***** and not receiving all text messages. I do remember the last time speaking with you on this that I did ask to see pictures of this wall and did not receive anything up to receiving a message from the BBB on this matter. Again we apologize that it has come to having to do this over the BBB. As for your retaining wall. If the retaining wall was built wrong as you stated. It would have fallen over within a couple days to a couple weeks and not last as long as it did. if built incorrectly. As you stated in your complaint that you had concerns from the beginning that it was leaning. Again if the wall was leaning from the beginning and you had concerns. Why did you pay the remaining balance? Again if there was a concern on this wall then nothing was ever said till it had collapsed. In the original estimate given to you we wanted to install drain tile along your hill the wall was built on to divert the water away from the wall as what you had there originally was collapsing due to the water run off. You had denied that estimate as it was out of your budget. We had to update your estimate and eliminated the drain tile along with changing the slop of your hill to fit your budget.we informed you in the beginning before starting on your project that by not going with drain tile and the extra labor on your hill that water run off would still occur and possible resulting in failure down the road. You understand that and we went ahead with the project. Again we are sorry that the wall failed but it is not due to us " not knowing what we are doing" it is because of the run off. We did everything we could to prevent a failure.