ComplaintsforHardscape.com
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Complaint Details
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Initial Complaint
08/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased materials from hardscape.com they highly recommend golf stream pavers who they stated they trained. Since then we have spent close to $30,000 and had issues with discoloration throughout the deck, broken glass, tiles weeds and grass growing throughout the deck, grout and sand missing in between tiles water, squirting up from underneath the tiles loose tiles. And Hard Scape wants nothing to do with helping us they state theyre not affiliated with the installer yet. Their representative **** highly recommended the installer and said that he was personally trained by their company. Also, after speaking to different reps at Hard Scape, they state that they have no record of me. Its because they spelled my name wrong instead of KUTN ER they have **** ER. And I noticed in other disputes with Hard Scape, have stated the same thing with other customers. Its like a way of them getting out of recognizing any association with their customers. At no time did they say this installer was not affiliated with their company instead they highly recommended and said that he was trained by their company. They also go out to different states training people to do this work yet they want no responsibility for the workmanship. **** the original representative that we spoke with on purchasing the materials. She actually came out to the house, and I have a email on their letterhead stating the issues she noticed with our deck and whats wrong and that it would be corrected. However, it never was. I have several supporting pictures proving everything that *** said. I also have copies of text messages after text messages emails after emails as well. Frankly the job should be ripped up and redone correctly and I think Hard Scape should be the one to do it.Business response
08/27/2023
***************:
we are a material supplier. You are aware of this. You signed a contract with an installer who you are insatisfied with. Setting standards and running educational campaigns is a commitment we take as a supplier because information is lacking. We are in no way shape or form liable because you are unhappy with your installers workmanship. We attempted to assist you as best we could. The fact that you refused to pay for a dry pack application for your installation which is the recommended installation method over concrete is your personal perogative. A decision you made with your installer which is a transaction a supplier does not get involved in. Your material is beautiful and performing. Your grout was NOT purchased through our company. In fact you confirmed that your installer utilized a different grout than the one we recommend and sell. We hope you find a resolution to your selected installation method versus the cost associated with the appropriate and recommended one. We remain a resource with information and education for the public at large as that is a commitment we made to ourselves putting out countless hours of educational platforms and videos to assist both contractors and end consumers. We will continue to sell a superior product and continue to offer education to those who request it all while suggesting that all end consumers do their due diligence when entering into contracts with any companies. Thank you for the opportunity to continue to be of service and we hope you find a resolution where it is warranted. We are not an installation company nor do we advertise as such and we certainly do not perform service in the installation capacity. We remain at your disposal.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.