ComplaintsforGreenCare Designs LLC

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract w/********** in Oct. of 2022 to install an in-ground pool w/spa, stone grotto w/slide, concrete, pavers and flagstone decks. Also two awnings, one flat style and the second ***** style.Additionally, two CMU block walls and three custom gates. Last, all landscape and irrigation was to be designed and installed according to industry standards. All permits for the pool and related utilities were to be acquired by ********** in a timely manner consistent with the contract language.Initial demolition began Nov. 2022 without delay.In-ground spa was used as a urinal; no porta-potty was provided for the workers who were observed by our young children. ***** style awning was constructed by their in-house crew who admit to never having built such a structure.Finish details were shoddy specifically on the ridge cap flashing.CMU walls did not receive city permits after several inquiries. I went to NLV building **** and acquired permits for both walls including gates over the course of two days.Signed contract provided for all plants and trees. However, I purchased 21 Bay Laurels trees in 36" boxes and paid an additional fee for each installation due to the fact they were very large and required additional work to ensure their survival. These were planted in late May of 2023. Mid June of 2023 summer heat arrived and burned much of the foliage. I hired an arborist to identify the reason for the damage and was advised the irrigation was not adequate for such large trees and the designated location. Much of their foliage was lost due to under-watering. My HOA cited me for having plantings that need to be removed/replaced due to unsightliness.I submitted a claim for replacement Aug 2023. In Sep 2023 ********** denied the replacement claim stating damage occurred due to reasons beyond their control.Empty beer cans and refuse was left on-site on numerous occasions.

  Business response

  01/03/2024

  We are willing to cover the labor cost to replace the trees that died over the summer as a concession. All trees and shrubs are warrantied for 90 days per our contract and these dying were beyond that time.  We also had an extreme heat wave last summer and plants and trees died all over the valley if the water was not turned way up over and above the water authorities standard guidelines. This is out of Greencares control. Again if the client will pay for the cost of the trees we will plant them at no charge for the labor. We feel this is a reasonable and amicable resolution. Thank you

  Customer response

  01/14/2024

   
  Complaint: 21062237
  
  I am rejecting this response because: 

  I fail to believe that this is a reasonable resolution. The trees were planted on 5/22/23. I reached out to ****** on 7/24/23 because the leaves were ********. I was advised to water 30min/3x a day/7 day a week. This was still insufficient, so I watered 60min/3x a day/7 day a week. I contacted Greencare on 8/10/23 about a warranty claim. Greencare advised someone will come inspect. On 8/16/23, ******#2 inspected and reported all trees need to be replaced and to file a claim. Claim was submitted on 8/18/23, that was 89 days since planting. I was well within the warranty period and tried other solutions before submitting. On 9/26/23 Greencare denied warranty claim as they are not covered by disease, animals, neglect, etc. This was not the case as I hired a professional arborist that advised the trees were setup for failure because of insufficient irrigation. The trees were supplied with (4) 2GPH emitters unevenly dispersed in root zone. The trees should have had at least (8) 4GPH emitters evenly dispersed around 36 box trees. Therefore, the irrigation Greencare installed was insufficient from the beginning causing trees to die,well before the warranty period. Per arborist recommendation Greencare needs to add/supplement irrigation with additional watering zone in the planter. 
  
  Sincerely,
  
  *********************************

  Business response

  01/16/2024

  Additional watering time was needed which we do not control. We installed the same trees at other properties with no issues. Greencare will cover the labor costs if the client will cover the cost of the trees. Thank you

  Customer response

  01/26/2024

   
  Complaint: 21062237
  
  I am rejecting this response and will be seeking legal council. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greencare said they won't cover the warrenty for our pool they completed back I'm December 2022.We owe the $2000 that we have refused to pay them because they did not complete the job.They left our back yard looking like a building site and the plumbed our pool all wrong.The return jets on the pool have suction, which is a hazard because we have dog and kids who used the pool before we noticed that the jets were sucking and could have sucked one of they and held them.under water.

  Business response

  11/20/2023

  The job was completed over a year ago and the balance due of $2,000 was not paid. We will schedule with the customer to have ************** take a look and we request that the balance be paid on site when the technician shows up to do the warranty work which is our policy.

  Business response

  11/22/2023

  The warranty department emailed this customer on 11/20/23 and also on 11/21/23 to set up a time to have the technician come out and we have not received a response yet.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a contract with Greencare in Jan of 2022. Greencare broke ground in March of 2022. Greencare did manage to get the ************************** to sign off on final inspection March of 2023. I have a $7,950 amount left on the contract I have not paid because the work has been so poor and taken so long. I still have grave concerns about the work actually being up to code. I submitted in person September 7, 2023 to the ********* ***************** field office the attached complaint. I have numerous emails, texts and other communications with Greencare where my boyfriend and I have tried to get the work done in a manner that appears to be within code and to have quality craftsmanship but we have not been successful. Now Greencare is threatening me with a lien.During any rain, water builds up along the perimeter of the home because the slope directs the water towards the house. Rain of any volume increases my risk of flooding because of the slope of the hardscape. I do not understand how my homesite complies with section ***** of the Southern ** Pool code. The hardscape is uneven, cracked, pitted, flaking and we are six months post completion. I haven't had time to put furniture on the hardscape.

  Business response

  09/19/2023

  This pool was 100% completed on Jan 26th and a balance of $9,585.18 was agreed to be paid. It was not paid, and we did not hear from this client even though we requested the outstanding balance be paid numerous times. They have now reached out with some items they want warranty work done.
  
  
  This isn't reasonable since the balance was never paid.
  
  
  Once balance is paid we will do the warranty work.
  
  
  Thank you.

  Business response

  09/20/2023

  The photos that were attached from the first response from Greencare are of the completed project by our field start up representative Jan 26th, 2023. Everything was 100% completed. Client has had an outstanding PAST DUE balance of $9,585.18 for over 6 months and is just now claiming drainage is wrong and also claiming decking isnt acceptable?
  
  We redid the drainage per their request along with multiple other items last year. All inspections which they verify drainage is correct and has passed all inspections. We redid drainage the way the client wanted once already with the promise of payment when done. They never paid. This is warranty work and we dont feel its reasonable to do any work until the balance is paid.
  
  The level of the pool deck is correct. The deck is required to slope away from the pool and slope away from the house to create a V shape. This is exactly how it is done and it is working properly.

  Customer response

  09/22/2023

   
  Complaint: 20577747
  
  I am rejecting this response because:

  My experience with Greencare has been that money is the only motivator I have.  Based on Greencare's overall poor performance, inability to meet their own self imposed deadlines, my project time frame being 15 months and not the outer contractual limit of 24 weeks, having pervasive quality issues, and other problems; I will not release subsequent funds until the work is done properly. 
  

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

  Business response

  09/26/2023

  The drainage works properly. The remaining items are warranty work which to proceed, we need balance to be paid. The decking was completed over 6 months ago so chipped decking we can fix provided they place remaining balance in an escrow account and a 3rd party can inspect the work. We will credit the pathway off the final balance.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have the worst time getting anything repaired. NOT a 5 star company. Nobody calls back they say they do all the work they have subcontractors working for them. I'm paying ******* for a crappy job. Not acceptable. If i could afford an attorney i would have got one for sure.

  Business response

  07/27/2023

  Our last communication was from August, 2022 in which the customers firmware was updated on the pool panel by Pentair warranty. We will reach out to the customer to see what is going on as this complaint and picture aren't describing what the problem is.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Greencare left some concrete trash in front of my house nearly a month since Apr. 25th after they had done some ***********. Then I called many times to them to ask when do they come to pick up the trash, they always tell me "tomorrow", after they told me "tomorrow" the day before yesterday and yesterday, the trash is still there. My wife called the office this morning to ask and exact time they can pick up the trash, the lady at the front desk named ******* just told her the trash car broken (like every time they told me) then just hanged my wife up.we've tried connect with the project manager but he never picked up the phone. We really don't know what should we now. Please help **! Thank you very much! BTW we had never paid late even once till the end, and we still have some problems need them to fix such as the back of the water fountain and patio, but the answer is always tomorrow too.

  Business response

  05/15/2023

  A crew was there today to pick up the remaining trash. See attached photo.

  Customer response

  05/25/2023

   
  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.
  
  Sincerely,
  
  Pauchan Gan

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started our contract with Greencare in December of 2021. The project began January 2022 and we were told it was going to take ************************************************* full for a pool, water feature, pavers, driveway and yard. We are now at 65 weeks and the project is still not completed. They have had to replace our plaster in our pool 2 times and it still looks terrible, pavers are chipped, the grass laid down is not leveled, they haven't replaced our front yard that was used to access the back yard. We are still waiting for Greencare to come and complete the job, however calls are not returned and when we are told crews are coming out they don't show up. ***** has yet to follow up with ** and resolve the issue of completing this job. 65 weeks for a pool is ridiculous!!!

  Business response

  05/03/2023

  - Pool plaster will change colors and overall look as it sets and cures. Plaster is hand applied, so it is normal to expect uneven areas. The color will not be 100% uniform throughout the pool. There will be spots of lighter and darker marks that will appear over the first few days, weeks and months as the plaster cures. The appearance will not be perfectly uniform and will not have perfect consistency.  There will be rough spots and smooth spots as some of the aggregate will be exposed. These are all normal characteristics of concrete pool quartz and plaster surfaces. It is the nature of plaster and far more apparent and noticeable in colored plaster. Pool interior finishes are composed of materials which may not have inherent shading and/or color variation which is normal and should not be construed as a defect. Due to environmental factors such as humidity, temperature, etc., during the installation process, normal color variation within a surface coating, also called normal mottling, which is generally uniform shading, blotchy or cloudy appearance across the surface of a cementitious surface coating may appear. Their variations may be more pronounced on a cloudy day or at night with the light on. These conditions are beyond the contractors control. Discoloration or mottled - shade variation is not considered a failure or defect, but is a characteristic of most cementitious products, not needing remedy. It is a normal occurrence of most exposed aggregate finishes to the variation in the surface aggregate density, or variations in the concentration of aggregates across the finished surface. Mottling is a natural phenomenon that occurs in all pool plaster to some extent. It is affected by environmental factors such as sunlight, heat, wind, water content, water temperature and humidity which are not within the plasterers control. Plaster will look blotchy over time; it is in the nature of pool plaster and completely normal.
  Small superficial cracks are called check cracks or crazing. This is normal due to the cement shrinking or flexing of the supporting structure, and should not be considered a deficiency. It is not structural and will not cause leaks. It does not need repair or remedy as it is in the nature of pool plaster.

  - Due to the abundant care needed for real grass there is only a 14 day warranty. The real grass was leveled at the time of installation but real grass is not perfect and can have lumps.

  -We are waiting on the *** to approve the front yard as the customer instructed not to do the work until then.

  -All other items have been completed as of 5/2/23

  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We released final payment after sometimes daily calls/emails from the lender they use, however there are still pending items for the project to be completed (we contracted January 2022).The pool was supposed to be done in Jun/Jul 2022 timeframe. Around end of July/early August, we reached out because the sheers were not installed, nor the plants and irrigation. They overlooked key parts of our contract and said they would get to it as soon as possible. By NOV, we had to have our freshly installed landscaping ripped up as well as part of the bricks for the pool for them to install the sheers. 23DEC we were still missing contracted items. Throughout the entire process, weve tried to reach out and get updates but were always told someone would contact us and rarely did. I even reached out to the the director of operations, ***** to get this project completed to no avail.Almost a year into the contract, sprinklers were not connected and the second pump never installed (all contracted items). Yet another contracted item overlooked. Also, the sprinkler system for the plants were not connected to our current sprinkler system and there is still one sprinkler that was damaged in the front yard and waters the sidewalk in our front lawn from when the construction crew was here spring/fall of 2022. We requested someone schedule to physically walk through with us how to operate the equipment (once everything is installed) as we had requested before because items that are in the contract keep getting overlooked. First, it was the sheers, plants, and irrigation. This time it was the additional pump and actually connecting the irrigation.They eventually connected the irrigation and it is now almost March and our pool contracted items are still not completed (14mos). We are still missing the second pump. Why was it not installed when the sheets were installed? They will have to rip up our landscape again (demo part of the turf to install the sheers they forgot.)

  Business response

  03/02/2023

  Greencare will be meeting with the customer on 3/4/23 to go over a resolution.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a pool built in our backyard we have not been able to use the pool. Weve been calling green care to have them come out and repair the pool. They keep telling us theyre coming nobody shows up. They keep telling me that the manager is going to call me. I havent got any calls back and I have been calling every day. At this point we dont know what to do. We spent $80,000 on a pool that we have not been able to use.

  Business response

  11/17/2022

  This customer was advised that a crew would be out tomorrow, 11/18/22 to address the issue with the plumbing by the equipment.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been waiting for months for GreenCare to complete the landscape proposal that was agreed upon. I get referred to different people to assist and I dont get responses or resolution. I have text message threads that just get read, unanswered calls, and unanswered emails.Ive spoken to **** who was my original point of contact. **** who is the superintendent or lead to finish the last phase. The customer service line and email at ********************** and *****, the director of operations that I was told would be on top of the issue.Please let me know if you need copies of all the attempts Ive made to reach out and get resolution.

  Business response

  11/21/2022

  We will refund the customer $1,200.00 for the (1) course of wall block that is listed on his contract.

  Customer response

  11/24/2022

   
  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. I would like to receive my complete refund of $1200.00 with nothing short of it (last thing I want is for them to find someway to try and keep the money or part of it) and documentation adhering to completion payment of landscape plan.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Green **** Landscape and Pool constructed a swimming pool and did the landscaping for my neighbor (***************) at ******************************* in *********. My Adjoining property at ******************************* was with my ok accessed with a small front end loader and wheelbarrows with the understanding that the property would be returned to it's original state at the completion of the project. Three months after the completion of the pool no effort has been made to replace the decorative rock between and in front of the two properties. The repair would involve some decorative rock removal and replacement. No trees or plants need to be replaced.

  Business response

  09/16/2022

  Thank you for bringing this to our attention. We apologize for the delay and will get the access repair on schedule as soon as possible. If you don't mind sending a few photos of the area to ******************************** and state quality control asked you to send them in so if they could create a work order using the photos. If not, it's ok we will send someone out to take a look as soon as possible. Also include your contact info. Please accept our apology for the delay and thank you again. We will get it taken care of. Kind Regards

  Customer response

  09/28/2022

   
  Complaint: 18115063
  
  I am rejecting this response because:
  
  To date there has been no effort on the part of ********** Designs LLC to remediate the damage done to my property twelve days subsequent to my filing this complaint.  A telephone call or text advising me when the work will  commence would be a welcome gesture.  I am afraid that ********** Designs by not responding is signaling that they are reluctant to accept responsibility for the damage that they have caused to my property.

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

  Customer response

  10/19/2022

   
  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.
  
  Sincerely,
  
  ***************************

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