ComplaintsforSena Hardscape

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weeks ago we contracted with Sena Hardscapes to install a paver walkway and patio at our home for $2,850. We gave Sena a deposit of $500. Prior to the work beginning on Nov. 4th, we paid Thompson Gas Company to come out mark the underground gas line that passes under the proposed paver walkway for the safety of all. Thompson came out and clearly marked the gas line with spray paint. On Nov. 4 Sena began the work and within 30 minutes of the start of their work one of Sena's workcrew ruptured the gas line while digging with a shovel. Thompson Gas was called and came out immediately (same guy who marked the lines just a couple of days prior) and repaired the line at a cost of $469.73. The gentleman from Thompson Gas told me "well they hit it right where I marked it". Once repaired, Sena continued on and finished the project. When it was time to settle the bill for the project, I mentioned that they were responsible for the $469.73 repair bill since they ruptured the line in spite of us taking the proper precautions of having it clearly marked. I offered Sena a check for $1,880.27 on multiple occasions and they refused it ($2,850 total project cost - $500 deposit - $469.73 repair costs equaling the check amount of $1,880.27). At this point,they became very threatening and said they would put a lien on our house if we didn't pay the full amount of $2,350 ($2,850 price - the $500 deposit). They accepted no responsibility for rupturing the gas line whatsoever in spite of it being clearly marked prior to the start of their work. Their response was the line was marked incorrectly by Thompson Gas and and gave several different accounts of where the gas line ran without using any tools/technology to locate it underground (their story/scenario changed multiple times as they dodged all responsibility). The result was I have yet to pay them anything other than the $500 deposit.. We are 110% willing to pay the balance of the bill minus the gas line repair costs.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/17) */ Our company prides itself on delivering the highest levels of craftsmanship and excellent customer service as evidenced by our many positive reviews. It appears that a misunderstanding related to payment has led to an unnecessary escalation. Despite the best efforts, occasionally marking lines do not properly provide warning for what lies beneath the surface Our greatest efforts go into providing the best customer service , the company was already in contact with the customer wife's prior this notification . The customer paid the balance of $1880.27 , minus the gas line repair $469.73 and now have a $0 balance The Company wishes the homeowner a Nice Thanksgiving and a Happy Holiday! Sena Family Thank you so much Best Regards, Nelize Sena General Manager , Owner Sena Hardscape LLC www.senahardscapeorlando.com 407-314-0701

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