ComplaintsforBYO Recreation,LLC

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a playground from this company. It was recently installed ( months late) but after installment no on came to look over the equipment. The equipment is already broken. And non of the clamps have rivets. Per the handbook ( which I had to request bc I never received a hard copy) it states that" BYO recreation clamps are not designed to support the human weight without the drive rivets installed, and such use could cause injury to the user and or damage the equipment." I have contacted the company via email and phone multiple times and not heard any response. When the installer arrived they did not have a fork life and our Church had to rent one for them. We were reimbursed for the fork life, but the company is arguing that their installers had the equipment. I have several teachers, parents, church staff that can verify that this is false. The "head installer" never came to the site. I have emails, photos, and videos of the equipment that is stripped. The area of the Poured in Place rubber was to be 23'11 X 39" it is actually 23'11 by 29" and entire 10ft area is missing. We paid over 84K for this playground over half was installed. I would expect the installation to be done correctly this first time. I am extremely upset bc they are more concerntre with arguing over a fork lift and not the fact they failed to complete the job correctly and shorted us. The last email I recieved at Oct 10 regarding my matter. I am working with the church to move this to legal and make a case. We have allowed children on the structure not knowing it was not complete.

  

  Business response

  11/17/2022

  From: *********, **** <****.***************************>
  Sent: Wednesday, November 16, 2022 3:17 PM
  To: **** ******* <*********************>; Info <*****************>
  Subject: RE: BBB Complaint Final Notice

   

  Hi ****,

   

  I’m going to address the issues she states in her complaint in hopes of resolving this. Just so you’re aware, here is the current state of the playground: We went back out a week after the customer noted the missing rivets and corrected them immediately. She’s correct that it was a mistake of the installer, which was corrected in a fairly timely manner (The installer was out on 11/7 to fix the issue). Not unusual if I’m being honest. So the current state is completed and approved. The customer has been asking us for a discount since she had that issue. We’ve asked her what amount she would like, and she hasn’t responded. That request was sent on 11/8 and again today 11/16 with no response.

   

  Clamps were a problem and were addressed as soon as possible. She also mentioned something about a forklift. That was a small timing issue as one of the deliveries showed up early and no one contacted us and they decided to unload it without our intervention. What’s unusual is that the delivery company usually contacts us and didn’t in this case. The installer paid the maintenance person $100 for the forklift rental, that happened outside of our intervention and that’s all that was requested. Not really sure what else to say about that. The note about the area of Poured in Place being 10’ too short is absolutely news to us, and quite frankly not possible, as the size of the playground alone is about that size and the Poured in Place rubber goes well past the edges of the playground equipment. I’m guessing it’s a mismeasurement somewhere.   

   

  If I’m being honest, the timing of this install is fairly typical. It’s construction and things get delayed on jobs prior other jobs on the schedule and this one was no exception. We corrected the issues as soon as humanely possible and as we sit right now, the playground is complete and ready to be used as of 8 days ago.

   

  Thanks, let me know if you need anything else from me.

   

  Thanks,

   

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

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with the company 3 weeks ago. One of the two products ordered has arrived. I have phoned the company two times with out any return call. I have emailed the company with no return. I have chatted with an employee through their website and she cannot find any record of my order. They charged my credit card for the order Order Details Order ID* ****** **** ******** ********** ******** ******* ******* ****** **** I am unable to get a satisfactory response as to if my product is coming or any information about my order. They sent an email for me to call with any questions, yet it is an answering machine that is not returning calls.

  

  Business response

  10/05/2022

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

   

  ** *****
  

  We researched this complaint and found that the product was delivered to him 3 days after it was lodged.

   

  When we reached out to him, he was happy with the product. He did not see that the product had a longer lead time which lead to this complaint and we apologized for the confusion.  He stated he would rescind the complaint.

   

  Please let me know if you need any other info to remove this complaint.

   

  Thanks,

   

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

  Customer response

  10/05/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I started a childcare center and learning academy this year, after searching locally and the online we decided to go with BYO Playground. The representative ****** ******** was extremely helpful, we like him. Our issues is that we have contacted BYO because after paying about $20,000 we can get any one to call us back but ****** about our issues with rubber mulch and grass growing throw the tarp that we paid for. We were told that rubber mulch was free of any wire/metal but that's not true one of our students sustained an injury because of wire in the rubber mulch. We also sent photos over of the grass growing through the mulch we were told that this wouldn't occur. I explained to ****** before finalizing the project that those two thing were major concerns because of the safety of the children and families were would be serving. We sent sent photos showing how the grass is growing the tarp but no one has responded. Please assist this manner/

  

  Business response

  09/30/2021

  From: ********** **** <********************************>
  Sent: Tuesday, September 28, 2021 3:17 PM
  To: **** ******* <l********************>
  Subject: RE: BBB Complaint Final Notice

   

  Hi ****,

   

   

   

  Also, I’m happy to write you the response if that’s easier. This customer reached out to us in April and we told them what to do to fix their small issues with the grass and asked them to send us photos and samples of the rubber mulch where they found metal and we never heard from them again. We’re still happy to help, but I’m not sure we should be negatively effected as they never responded with some information we needed to move forward with the warranty claim.

   

  Anyway, I can write this all up once I figure out how to log back into the website.

   

  Thank you so much for the help!

   

  -**** *********

  

  Business response

  10/01/2021

  From: ********** **** <********************************>
  Sent: Friday, October 1, 2021 10:56 AM
  To: **** ******* <l********************>
  Subject: RE: BBB Complaint Final Notice

   

  Hi ****,

   

  I wanted to let you know that ***** ******** from our office received an email from the customer. He called the customer this morning and left a message today to tell him to please send samples of the rubber mulch so we can send a warranty claim to the manufacturer. BYO will be sending him our Fedex number so he doesn’t incur any costs for the mailing. The plan is to send the warranty claim in ASAP and the hope is that the manufacturer solves this problem for the customer.

   

  I wanted to give you an update. Is there anything else I’m supposed to be doing to officially move this complaint to the next step/

   

  Thanks for the help.

   

  -**** *********

  Customer response

  10/07/2021

  From: **** ****** <******************>
  Sent: Wednesday, October 6, 2021 11:55 AM
  To: **** ******* <l********************>
  Subject: RE: ******** BBB Complaint

   

  BYO is working to resolve our complaint.

   

  We will let you know if they don't follow up with us.

   

  Thank you

*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. ↩