ComplaintsforNature Redesigned Landscaping

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed patio incorrectly, never followed through with corrections.1. Patio not sloped properly, water doesnt drain away from house.2. Poly sand installed incorrectly.2.a. Poly sand has white staining 2.b. Poly sand is pulling up and away from stones

  

  Business response

  06/08/2024

  Good morning.  I have reviewed your complaint, and also my notes on the project. We installed a Natural Irregular Flagging Stone patio using stones that you had laying around.  I also had to do this over a septic cap area in which you needed us to keep the cap there.  Because of the height of the cap, and the grade of the house, I tried to get you to move the location of the patio.  You said you wanted it there, and that you would slope the land afterwards to solve the issue.  This is not a problem in which I am at fault to resolve, as this was what you wanted.  And to respond to the complaint of the polymeric sand.  The color you chose was black, and the black polymeric can get haze or natural efflorescense of the minerals in the materials.  Again, this is not an issue that I see as my fault.  I'm glad to look at any issues of where the sand has been 'peeling' up as claimed.  That would be something I would come by and look at to see if it's a workmanship issue.

  Customer response

  06/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1. Efflorescence is a white, powdery substance that appears on masonry, such as pavers, due to salt deposits that are present in the original brick. The white staining can't be efflorescence because the material was stone. The white staining is the epoxy from the polymeric sand being installed incorrectly.

  2. Polymeric sand should be installed 1/8? below the top of the paver or stone. Failure to do this will result in the erosion of the polymeric sand and weakening its bond, which is exactly what happened. The poly sand was installed right to the top of the stones. Because of that, it is starting to peel away as shown in the photos.

  3. Polymeric sand should have a minimum of 1? in depth between the stones to be able to create a strong bond. This was not done and again, the same bubbling and peeling of the poly sand can be seen on the patio because the joint depth around the edges of the stones is less than 1".

  4. Polymeric sand is meant for narrow joints, typically not wider than 2 inches. In many places the joints are between 2 - 4".

  5. An edging should be used around the entire patio because poly sand is supposed to be compacted in and the edging prevents spreading. No edging was installed where the patio meets the yard.

  This entire patio needs to be removed and reinstalled because it was not installed correctly.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  06/15/2024

  Sorry but I have to disagree with you on this.  And by the way, we used polymeric stone dust which is good for joints much large than 2 inches.  And because this was a 'garden step' patio, there would be no edging.  I have pulled up our contract, and am attaching the main line item from the invoice.  If you wanted edging, you should have specified to me.  Here is the line item spelled out in the contract, I would be glad to attach the contract if that is necessary.  I am sorry that you are looking for a job for free, but that's just not fair.  You knew what you were getting when you asked me to do this job.  I specifically made notes of all of these issues that you are mentioning inside of my contract because I knew something like this could happen down the line.  I just did what you asked me and paid me to do.  If you were unhappy, you could have not paid me and asked me to fix something.  Here is the detailed line item below :

  Construction of a Natural Broken Irregular Flagstone Patio ( Really they look like garden stepping stones, but let's just refer to them as flagging stone for estimate purposes ).  This patio will be approximately 300 sqft in size with an asymmetrical shape to it. 
  
  We will use the stones that YOU have provided to do this project.  We excavate approximately 10 inches of earth, and we can dispose of that on site according to you.  We will bring in several inches of 3/4 inch processed gravel to form up our aggravate base.  Once graded and compacted, we will then start installing the stones with ***** sand.  They will all be pounded down and once we have the patio complete, we will sweep the joints with a polymeric stone dust which will ****** up like cement once activated with water.
  
  We will be leaving the septic cover visible and open..  

  Customer response

  07/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I checked with a masonry supply and they could not find the product the business claims to have used.

  
  

    My patio continues to get worse as the material is loosened. The entire patio will need to be re-done.

  
  

  Thank you,

  
    ***************************

   

   

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