ComplaintsforDetailcrews LLC

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired DetailCrews to do a landscaping project on our backyard that started and began August 2023. We paid a lot of money and were left with an end result that was not what we were shown in images sent directly from the owner and even went against the estimate they provided. We were left with a $6750 pergola that made with cheap material and thrown together haphazardly. We were left with a $6000 bar/kitchen with no overhang or concrete tops like we'd be shown in images; instead they used a cheap piece of soft wood that scratches and leaves you with splinters. A crooked retaining wall made of rumble stone, a crooked/scratched railing for $3000k, a yard that was not made perfectly flat/graded as we asked for a they broke off pieces of our stamped concrete. They installed irrigation/spinklers that don't work and are saying we purposely turned off our water(we weren't even home) to stop them from doing a good job. We've been met with excuses, lies about codes that they obviously don't know, lies about what our HOA asks for since they never spoke to them and very cheap work/products that we had to pay a lot for when we were shown and promised differently. We are devastated and want the yard we were promised in pictures and paid a lot of money for. I even have an email from the owner apologizing because his crews are still learning and, although I understand that, it shouldn't result in us paying a lot of money for work that isn't well done. We would like a billing adjustment to reflect the poor quality of work and 'bait and switch' we were given by this company.

  Business response

  07/24/2023

  Hello, I am sorry you had a bad experience with us. Keep in mind that we are willing to return and address all these issues if you would give us the opportunity. You had requested a pergola design from us using a photo of a previous pergola we installed as reference. We installed the same design, however we did use 4 x 4 post due to the small size of the pergola and patio. The photos you looked at was a 16x16 pergola which requires larger beams and posts.
  Unfortunately, It wasnt until the entire pergola was put up before you made the decision that you would prefer to install bigger posts and beams even though you had multiple opportunities to inform us your preferences beforehand while the construction was undergoing. However, we can still fix that for you for no additional charge and replace *****************. 
  As for the kitchen, we installed it according to the discussion we had. We initially agreed on a rumble stone outdoor kitchen with cabinets. You mentioned that you wanted a consistent overhang on the countertops which we have fulfilled. The kitchen we installed is very similar to the photos that were shown. It seems that there was a lot of confusion and you mentioned you spoke with several contractors which was the cause of the confusion and miscommunication regarding materials and the design we had laid out for you. This includes the grading for the grass area as well ; as you had us mixed up with another company who offered to grade the entire backyard when we offered to raise half the yard.  Again, We are more than willing to come back and address the small issues and work with you to resolve this without any additional charge. We take pride in our work and will always work with our clients to resolve any issues. 

  Customer response

  07/24/2023

   
  Complaint: 20366618
  
  I am rejecting this response for many reasons: 

  First and foremost, we'd like to decline your offer to return to our home. We will not be allowing you or anyone employed by your company on our property any further after you sent me a text tonight implying that you were looking into legal action against me for writing this BBB complaint in the first place. The trust between us and your company has been broken on both of our ends. It seems that you don't trust us since you suggested in an email that your work was perfect unless it was tampered with(insinuating we had messed it up on purpose) and that we delayed the project, which delayed paying the invoice, by turning off our water so that you couldn't come back to fix the malfunctioning sprinklers. Your contract states that the invoice is to be paid in full upon completion of the job. We paid our invoice in full and yet our project isn't completed and never will be by your company. Instead, we will seek out yet another contractor to finish the work that you could not complete.

  The railing that cost us $3000 is crooked and the individual vertical beams were never screwed into place. My 2.5yr old can move them left to right and get stuck now.The ONLY reason we wanted this railing installed was for safety purposes and yet it's posing more of a risk than anything. To make everything worse, while you were installing the railing, a large section of our stamped concrete was fractured off. We mentioned this in a previous email and it was ignored. We understand accidents happen, but when they are brought up and ignored it just isn't right. See picture below. 

  I've already gone over how we were shown examples of a beautiful pergola and beautiful outdoor kitchen and were given something different and of much less quality. See the pictures below of what we were sent directly from the company in regards to what they would look like and then what our final product was. 

  Finally, your insinuation, in your response that we were confused because we got multiple bids is incorrect and offensive. We've had the same goals for our backyard for the past 2 years and all of the estimates that we were given from other companies reflect the same project. Most people get multiple estimates for large, costly projects. We were no different. Every estimate we have was for the exact same project; the only differences being the cost. In regards to the estimate you gave us, the section about our bar/kitchen says in writing, 'will not be made out of wood' and yet we have a wood countertop. It seems the confusion about what you offered, what you meant and what you gave us is yours. 

  We are attaching images below to show what we were promised vs what we were given. Another image shows the 'overhang' that was created which no one will ever be able to use to eat on which was the main purpose. Another image shows the large fractured section of our stamped concrete that was ignored. And, finally, the bar top that was placed unevenly and not stained the same color or given equal number of coats. 

  We requested in an email that you review the estimate you gave us and make adjustments based on the final outcome of the project. You ignored that request and instead put the blame fully on us. We are aware that you have offered to come back and correct the issues, but at this point, we don't trust you personally and we also don't believe that the work you would do to correct these issues would leave us any better off than where we currently are with our yard. 

  My rejections of your response stands. 

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

  Business response

  07/27/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed ____ Thurs. __X__ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning _X___Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer response

  08/01/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. We have elected to pursue legal action instead. Our attorney is working on the case and will be reaching out to DetailCrews shortly. 

  Regards,

  *************************

*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. ↩