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:09/28/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In mid February 2023, we contacted Patio Designers regarding building a basic patio coverings for our 3rd floor deck (about 8'x12'). This is the exact same design as our neighbors who used PD to build their covering. ******* came out, took some measurements, wrote up a design and sent me an estimate/quote on February 28, 2023. We agreed on the quote of $10K for the project. Meanwhile, I requested and was approved by our **** I told ******* it was a "go" and PD requested a $1K deposit to get the project started. We wrote a check for this amount. PD give us a receipt on April 18, ******************************************************* May to see when we would start the project. I was told that the City would not issue a permit until we had an approval letter from the **** I received an official letter of approval from the *** and sent this to PD on June 19, 2023. On August 24th, I texted ******* regarding the status - do not hear back. On August 30th, I texted him and he texted me back on August 31 - he was out of town and will be checking on this project in the office tomorrow. I expected that he would be updating me on the status the next day, but I never heard back. I texted ******* on September 5. He texted me back on September 6, indicating that he would be meeting with the City on September 11 to determine why it's taking so long. Today, its September 28, 2023. I have texted ******* 3 times and have not heard back. We are left with no patio covering, a long delay and out our deposit of $1K (I have included a partial history of the email communication - detailed emails are available on request)

  

  Business Response

  Date: 10/10/2023

  Approximately 10 days ago we created a refund check in the amount of $1,000 to settle this dispute and dropped it off to a representative inside the post off to send to ******. It should have already arrived by now so please follow up with him to confirm his receipt and close this complaint out.  

  Customer Answer

  Date: 10/11/2023

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

   

  
  

• Initial Complaint

  Date:03/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  To whom it may concern,We are filing this complain on "Patio Designers" (PD) for failure to complete contract as agreed upon and demand payments.We had hired PD for our backyard project. The business had failed to complete the project as agreed on contract. We made multiple attempts to communicate with the business to correct the mistakes PD made and finished the job as contracted, but PD refused to do so and made up story on the unfulfilled or mis-delivered parts.The reason we hire PD was we want a gas cooking range in backyard. while drafting design PD ensured us they are licensed to do gas pipe design. The contract clearly stated a gas pipe will connect to cooking island and a gas range will be installed on island. however, due to PD's poor supervision, the gas pipe was not extended to the cooking island hence the range is not supported by gas pipe. After I pointed out the mistake, point out our never changing goal and referred to contract, PD insisted we requested eclectic range and made up conversations never happened. We pointed out the contract PD provided clearly requested any amendments must be in writing so we asked PD to provide evidence of request to change; PD doesn't have any record on this never happened request. Another issue is the rocks PD placed was not the same PD showed us, PD agree to install new rocks in our backyard, We told PD we will pay the remaining balance after the project is finished as per contract. PD since disappeared and discontinued the communication. The cost to demolish and connect new gas pipe to island, plus fix other mistakes on this project is more than $10k, we thought Patio Designers stop communication due to the cost is greater than the balance. We contacted PD beginning this year to confirm PD abandoned this contract before we hire new contractor, PD then contacted us and demand payments on unfinished project. We have the same request: finish the project as per contract. We ask for your help on this matter. Thanks.

  

  Business Response

  Date: 03/21/2023

  This was a very large project for a complete backyard design. ***** sq ft concrete slab, 180 sq ft motorized louver patio cover with 10ft motorized shade on one side, 180 sq ft synthetic lawn, 120 sq ft grown level deck, 8ft outdoor island, 8ft water feature, and a low-voltage light system for the backyard.

  Patio Designers has previously responded to this complaint in a letter which is attached here (Sun Project Letter). We have also attached the original cost breakdown and layout of the project. There were several items which were not in the itemized cost breakdown, which Patio Designers agreed to do at no additional charge to the client. 1. Decorative rock. 2. Gas line for firepit and island. 3. Water line for future irrigation. 4. Fixtures for the island. 5. Labor to install the tile. 

  The client states that they have purchased flooring materials twice. This is not true. The materials were purchased by the client and picked up by Patio Designers. The tiles which the client selected were very large (2ft x 4ft). The client initially complained that some of the tiles were not even. After inspection, it was determined that some of the tiles were defective and should not have been installed in the first place. However, as stated in our previous response, we are willing to either refund the cost of these tiles, or install new tiles. 

  Furthermore, we have agreed to waive the permit fees of approximately $400. Also, the client fails to mention that they made a change in the design of the island. Initially they were planning to use a mobile grill to insert it into the new island. They decided to have a full counter and add a second drawer. We had agreed this would cost an additional $800. We are waving this charge. We've also attached the receipt for the cost of the island, it should be noted that the island cost us more than what the client paid for.

  The range which the client describes in this complaint, is actually a double burner not a range. The isssue with the gas line was that the client wanted to add a sink to the island. The city will normally require that the sink be tied to the existing sewer line, which can be costly. Patio Designers and the client agreed to leave the island out of the building permit. It was then agreed to terminate the gas line at the fire pit. This was not a unilateral decision. The client would not have allowed us to continue to pour the concrete if this was an item they disagreed with. We installed a propane gas burner and supplied a propane tank.

  Lastly, the issue about the decorative rock was that the client is referencing one of many sample pictures that were provided at the beginning of the design. However, as stated in our previous communication, we are willing to remove the top layer of rock and replace it with something of their preference. 

  We feel that we are being very fair with our proposal by waiving approximately $1,200 in charges for the permit and the island modification, in addition to providing a solution to the tile and the decorative rock issues.