ComplaintsforSand Castle Construction and Hardscapes, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 5, 2023, I contracted with ************** of Sand Castle Construction. I have attached a copy of the contract. I gave him a check for $9,000, which was 1/2 of the total cost.The scope of work was to: 1. Install a front walkway with granite steps; 2. Install a sonotube for the back deck; 3. Dig out and install weed black and 3/4 inch crushed stone. The outside date for completion was May 7, 2024, but *** told me he would be back in April 2024 to finish it. Work began on November 29, 2023. *** asked for, and I provided another check for $4,500. As of the date of this complaint, only one of the scope of work items has been completed. A sonotube was installed, satisfying #2 of the scope of work. Some work was done concerning #3: some weed barrier was installed and a few bags of gravel were delivered but not installed. About #1, the main part of the job, most of the job remains undone. The existing walkway was removed in November and some fill and gravel were placed in the 4-foot wide trench from my front door to the driveway. It has remained a muddy eyesore since November and much of what was installed washed away into the driveway. I have attached pictures. I have repeatedly tried since March 28, 2024, to get *** to give me a date to finish this job. I have attached the text chain. He gave excuse after excuse but then on May ********************************************************************************* ten days for a start date. On June 10, I asked for the start date. I received no response. On June 11, I again asked for a response and I have had none. On June 14, I sent a letter via text and mail requesting that I receive $9,000 back of the $13,500 I have paid within one week's time. I have attached a copy of this letter.To date, I have had no response. I believe I have made *** a most generous offer to settle this claim considering the little work he has actually performed and the condition he left my property in since November.

  Business response

  07/08/2024

  We met in person on May 21st at 9:30 am to go over everything and to assure you we were coming to finish the job.  I also informed you that your start date clearly states estimated time of completion and I also informed you that we were running late because of a lot of rain in spring which is also covered in our weather clause on your contract.  At this point we are at the position that we have not violated our contract.  You asking for a partial refund and for us to stop work has stopped this project moving forward at this point.  We are sending all this to our attorneys to act as a third party to try to resolve. Ultimately we would like to still come and complete the project once we get this resolved. 

  Customer response

  07/11/2024

   
  Complaint: 21889471
  
  I do not accept the business's response as a resolution to my complaint because: Although he claims he has not breached the contract, here are the facts that show otherwise.

  1. The job was to be completed at the latest by May 7, 2024. Please see the complaint letter and attachments. 

  2. On May 29, the business owner told me that he would give me a start date in ten days.

  3. Despite repeated attempts to reach him for the start date there was no further response.

  4. On June 14, I asked for my money back as communication from the owner had stopped and my job was still unfinished. When again I received no reponse filed this complaint. The only communication I have had from the owner since May 29 is his reponse to my BBB complaint.

  5. The attorney of one of the parties to a dispute is not an appropriate third party to resolve this issue.

  6. I again request that $9,000 be returned to me promptly. 
  
  Sincerely,
  
  *************************

  Customer response

  08/09/2024

  This company has filed for bankruptcy. Please remove this bad actor from your accredited list. The number of people this guy has bilked out of their hard-earned money is shocking and continues. This company should not be accredited by BBB.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract in August of 2023 with the owner, *******************, to have my porch rebuilt. At that time I paid a 25% deposit. In September of 2023, I was contacted and told if I paid the next 25%, Id be put on the schedule before December 2023. In November, after dodging my messages requesting an update, he finally responded saying his Father was dying so no work could be done, then he passed me off to an associate who came up with a different excuse. In January I was diagnosed with a catastrophic health issue and immediately reached out to *** to cancel the contract and explained why. I have texted, emailed, left messages and have read receipts for all the messages. He refuses to respond or return my money. I have to focus on survival and not having construction work in my house.

  Customer response

  04/18/2024

  Please close this complaint - I have reached an agreement with the contractor and want this complaint closed. 
  

  complaint #********

  Customer response

  04/19/2024

  Hello,

  Yes, the matter is ANSWERED and RESOLVED. 
  

  Please do close this.

  Thank you very much for your help with this! 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called Sand Castle on 3/21/23 to get on estimate on replacing two retaining walls and installing a paver patio. I signed a contract and gave Ian R***** a check for 10875 dollars and signed the contract. I was also having my septic system replaced which I explained I would have to do first. The septic contractor came and asked that I complete the retaining wall replacement before he commenced his work because of the potential to d***** the leach field. I called Sand Castle and was told I would have to give them another check for 10,875 in order to be placed on the excavation schedule, which I did on 4/3/23 for 10,875. The following week I called to check when the excavation would start and the walls replaced. I was told by Ian that he does not do business that way and he would not do the job in two stages. I then asked Mr. R***** if I could get my second deposit refunded as I was not being placed on the excavation schedule and he stopped responding to my calls and texts. In September I was informed by the septic installer that they would not be able to do my system due to illness. I then contacted Ian and offered him 1000 dollars for having spent and hour or his time doing the estimate. He offered to refund 10875. I contacted an attorney and he recommended that I try to get something for the money rather than have to pursue the issue in court. I then asked Ian if he could just replace the walls as the septic would not have to be completed for him to do that. Ian wrote and I signed an new contract for 21750 to replace the retaining walls. The existing walls were demolished and removed 9/26 and my existing deck that was being supported by the walls was compromised. I have made many attempts to reach Sand Castle as to when they would return to replace the walls and the only response I received was “I’ll let you know when I know”. I then received a letter on 11/14 stating that they might not be able to get back to customers this season due to weather.

  Business response

  11/20/2023

  **** ******** acted as the general contractor on her job. She changed her mind multiple times in regards to the project. When she finally re-entered the second contract with us the scope of work was to excavate and remove the existing walls, concrete and all debris. Installation of two new anchor diamond walls and 4 granite steps as discussed. We then prepped the wall bases properly with ¾ inch crushed stone, as well as loomed in her yard to make a nice clean work area as well as future lawn. In regards to her deck, which was not in my contract, **** was contacted immediately after we excavated her property and told her that her deck is not up to code and currently was not on the necessary sauna tubes. I informed her she needed to have a contractor fix it properly. My contract with **** states an estimated time of completion date is 11/28/23 which we were ready and able to perform. I would actually like to finish ****** job properly but unfortunately her lawyer started taking action on 11/8/23 when I received an email which stopped all progress on the project not being allowed on property. Sand Castle Construction has done nothing wrong in reference to ***** contract with us. **** ran the project poorly and I did all I could to help and still will. We hope that she chooses to let our finish crew come and do the remaining work on our agreed contract.

  Customer response

  11/27/2023

  
  Complaint: 2*******
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  **** ********

  First and foremost Ian took 21,750 dollars from me to tear out walls and add some loam (not loom).  I would like to know how he thinks it is fair to keep all of my money for that work.  If his claim is that he was not comfortable proceeding with the rest of the contracted work base on the structural integrity of the deck, which is mentioned no where in the scope of work, then he needs to refund the balance of the money he received form me.  I received no response from him after he tore out the walls and undermined my deck which was replaced in 2018.  I had three contractors assess the structural soundness of the deck and they all agreed that the retaining wall had to be replaced as soon as possible in order that the deck was not undermined by more soil and stone washing out from under it with each rain event.  Ian refused to respond to multiple attempts to contact him about the time frame for finishing the project which he quoted would take two to three weeks from start to finish.  I finally received a letter on 11/8 stetting that he was working on "10 jobs across three states and communicating with dozens of families" (not quite sure how dozens of families are involved in 10 jobs but...) and that due to historic rains not all the jobs would be completed this season.  Ian has had 21750 dollars since April, which is the sum total of this job.  I did change the scope of work when he refused to respond to me or refund the second 25%, which according to the contract was not due until I was ready to be placed on the excavation schedule.  I was not comfortable giving this contractor any more money based on his rude and terse behavior.  He is also recommending structural repairs to a deck by using something called a "sauna" tube.  The deck was assessed by the building inspector in addition to the contractors I referenced above and they all said that I needed to have the retaining wall replaced as soon as possible. 

  The loam (or as he calls it "loom") was a complete waste of time and money as it would have all had to be redone following the retaining wall construction.  I don't think this contractor ever considered coming back to finish my job as he had nothing to gain financially as he had all the money for the job up front.  I would prefer to settle this out of the Rockingham Superior Court but I am not going to pay 21750 dollars for some loam and gravel.  I would prefer to not be the 11th customer to have to take this matter to court but if given no other option then that's what I will be forced to do.  

  Business response

  12/06/2023

  This will be Sand Castle Construction & Hardscapes last time responding to this matter here, as we both know we each have hired our lawyers to deal with this legal matter from here on out.
  
  My final stance on the situation is that I had a full crew on your property for 3 work days (9/27, 9/28,10/2) with multiple expenses between material, labor and Excavation. You made a choice to take legal action on November 8, 2023 when my contract clearly stated that the “ estimated“ time of completion was  November 28, 2023. This means I still had ample time to finish your job before you chose to stop all work being done.
  As I stated before, your deck was nowhere in my contract, I prepped the agreed-upon area, as discussed to build the retaining wall that was in our contract that was signed on 9/20/23. I understand the frustration of finding out that your deck is not up to Code, but ****** attempt to blame me & my crew for this situation is completely out of line and unnecessary.
  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with sandcastle on November 8, 2022 for installation of a walkway and granite steps at a cost of $7000 a deposit of $3750 was given at that time the work was supposed to be done within the next few weeks, but we put a completion date of 45 days in case of weather. Sandcastle has not done the work and won’t return calls, and they certainly have not given a refund.

  Business response

  01/27/2023

  This customer was paid in full 48 hours after he asked for a refund.

  The owners girlfriend died and the company got behind due to this. We had every intention to finish ****’s job but he was not willing to wait.

  This customer has been taken care of all ready and has been paid back in full

  thank you

  Customer response

  01/29/2023

  
  Complaint: ********
  
  He did refund the amount but only after filing this complaint as well as the threat of civil suit. The job was supposed to be done long before his friends death and it still took long after to get a reply 

  Waiting for the job promised before Thanksgiving was not the issue 
  
  

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

*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. ↩