Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late July/early August 2022 Ivy Lea removed an existing deck, replaced patio pillars and installed a stained stamped patio; Total contract: $19,080. A week later we notified them we were unhappy with the workmanship. In many areas there was no relief depth in the pattern, there were sharp ridges sticking up from between where the stamp pads had been placed, there were areas of crumbling concrete, and they had spilled the dark border stain, which left a large dark spot. Over several weeks and many phones and 2 site visits, Ivy Lea denied any wrongdoing or problems with their workmanship – stating their stamping was up to industry standards and the dark stain would dissipate. We requested that they replace the patio; they refused to do so. We finally got them to agree to a refund of 22% to address the large dark stain. They refused to address the lack of relief or other issues. In May 2023, we notified Ivy Lea that the stain had now flaked and peeled, and that the sealant was absent in many areas. Additionally, we noted that several of the areas of concrete were already showing crumbling and pitting, and there are a few holes from stones that popped out. They informed this was normal and to be expected with the harsh winter we had. Ivy Lea suggested we use Xylen in an attempt redistribute the stain and sealer. However, refused to address the issues in any other fashion; maintain this was normal wear and tear. We then had a concrete sealing expert out to look at the patio. He stated that the lack relief was poor workmanship and far below industry standards. He also noted that the flaking of the stain was because the color was brushed on the surface instead of the concrete being colored, and the lack of sealant in areas could not be remedied and was not normal; it would continue to erode each year. Additionally, he advised NOT to use Xylen as it was used to remove stain and sealant.

  

  Business Response

  Date: 09/13/2023

  On 12/28/2021 *** ******* signed a contract with Ivy Lea Construction for a concrete project with a projected start date of 7/26/2022 (See attached). Per industry standard and due to the nature of concrete Ivy Lea Construction policies include not offering a warranty on concrete. This is communicated prior to production both verbally, within the signed contract, and with the following verbiage in every signed proposal:  NO Guarantee Against cracking or spalling of new concrete, However, Ivy Lea Construction will do everything in its power to minimize the cracks and encourage concrete to crack at predetermined locations, by installing control joints at various locations.  Production of the project was started on July 8th, 2022, and completed on Thursday, July 21st, 2022. There was additional work contracted prior to production estimate# **** dated 05/11/2022 that included additional concrete and gutter work where it clearly states in the signed proposal that the stain is applied before the sealer (attached).  On Monday, July 25th, 2022, Ivy Lea received a text message from the client indicating there were areas of the concrete that they were unhappy with. Ivy Lea's field supervisor inspected the areas on July 26th, 2022, and took pictures of clients' concerns. The field supervisor's assessment was that further inspection of concrete was needed and the president of Ivy Lea went to the client's home on August 18th, 2022. The owner's assessment was that the variation in color in the concrete was most likely due to a moisture issue within the concrete and the darker spot was within the parameters of a normal concrete setup. In the interest of good faith and client satisfaction, the owner offered the client two options. Option one: Ivy Lea could remove the one section of concrete and repour but there would be no guarantee that the moisture issue would not return. Option two: Ivy Lea would offer a refund/discount on the remaining contracted work.  The client opted for the refund/discount for a total of $4,340.00 (See attached). Credit memo #***** was issued on 10/11/2022 which refunded the balance owed of $2,140.00 and check #***** for $2,200.00 (attached) was issued on 10/04/2022 and cleared on 10/17/2022. It was agreed upon between both parties that the credit memo with the wording included that "This agreement will close out any future claims or obligations in regard to this matter" and the refund check would close the  matter:  In response to another phone call by the homeowner in April of 2023, the president returned to the house for another conversation with the suggestion that the concrete be treated with xylene and re-sealed for a cost. The homeowner declined to work with Ivy Lea.  Therefore, Ivy Lea Construction respectfully rejects the desired settlement of $10,000.00. 

  Customer Answer

  Date: 09/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The previous financial settlement was for the dark stained area caused by them spilling the border stain on an area of the stamped patio. Having a secretary type a unilateral statement on the memo that accompanied the refund check does not make it a legal document agreed on by both parties. There was no such agreement.  We maintain that the concrete and finishing work performed by IvyLea is flawed and doesn't meet expectations.  Regards,  ***** *******

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** ** ****** * ********** contracted with Ivy Lea Construction in February 2023 for blown-in insulation costing $14,735. They began work in May 2023. They did not finish putting the ceiling tiles up or replacing the ones that they damaged. They also have not reimbursed us for the carpet cleaning that was needed after the mess they had left. I have an email stating that they will refund us for the carpet cleaning. I sent them the paid receipt and they refuse to answer my emails or calls. They also refuse to replace the damaged ceiling tiles and put them back up.

  

  Business Response

  Date: 06/21/2023

  On March 31st, 2023 ****** * ****** signed a contract with Ivy Lea Construction for various insulation installs in the attic, walls, and basement rim joists at the address of *** ******** ****** on March 1st, 2023, with a projected start date of 4/18/2023. Attached is a copy of the signed work scope in the form of a proposal dated 02/27/2023 Est #**** as well as the signed contract.  Ivy Lea Construction started the contracted project on Tuesday, May 9th. The subcontracted portion of this project, the blown-in insulation, was started Thursday, May 25th. On Thursday, May 25th the daughter of ****** * ****** called the office to inform us that one of the crew from the subcontracted insulation team spilled a gas can that was not capped and stored in the utility room in the basement. The sales representative responded and was in the building at the stated address by 12:00 PM that day. Our sales representative took pictures of the flooring and pulled the ceiling tiles that Ms. ****** indicated were ruined by the gas spill on the basement floor. The intention was to verify that the tiles. would not hold onto any gas fumes once aired out. The tiles were kept in an enclosed space overnight and were found to not have any residual gas smell in the morning. They were returned to the job site and reinstalled. To provide quality customer service Ivy Lea Construction replaced 6 ceiling tiles at no charge to the client, and thought the problem was resolved.  Ms. ****** did provide Ivy Lea with video cam footage of the gas spill on the floor and the carpet. Ivy Lea agreed to the reimbursement for the carpet cleaning and asked for an estimated cost. Ms. ****** told us that the carpet cleaning does not provide estimates. Ivy Lea agreed to the carpet cleaning without an estimated cost provided. After another complaint about the ceiling tiles, and Ivy Lea's request to talk to the ****** * ****** the signee of our contract was denied our field supervisor returned to the job site making it the first stop the next morning to get more pictures of the issues and work with Ms. ****** to resolve them. The field supervisor arrived before Ms. ****** was in the office and was unable to contact her. Later the same day Ms. ****** came to Ivy Lea Construction to talk to the owner of Ivy Lea. She was welcomed and shown to the owner's office, where a one-sided-spirited debate took place resulting in Ms. ****** stating that we would be hearing from her lawyer. This is in fact what we were waiting on when we received the BBB complaint notice on 6-15-2023.  Ms. ****** was contacted the same day after reading the complaint to find out what e-mail address she was e-mailing the carpet cleaning invoice to. She was e-mailing from her business e-mail therefore it was getting caught in our server. After releasing the e-mail, a check was cut for the cost of the carpet cleaning minus the remaining balance of $135.00 on 6/19/2023 and mailed. Ms. ****** could not remember whom she left voicemails, and no voicemails were recovered in our system.  Attached to the complaint response:  Copy of signed contracted work scope and contract with Ivy Lea Construction. 

  Customer Answer

  Date: 06/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. \ The contract clearly states that they will put back the ceiling tiles that they took down. The did not put them all back up and some of the ones they did put back up are now damaged. Before Chad left on the final day of work he told the office manager that he just has to put the ceiling tiles back up and then he is done. He then left without doing so. There was another employee who was witness to this other than the office manager.    Regards,  ****** ******

  

  Business Response

  Date: 07/11/2023

  \The tiles in question are outside of Ivy Lea's Contractual work-scope. Ivy Lea considers this project complete. Ivy Lea Construction, Inc. *** ***** ****North Tonawanda, New York l 4120 **** ************ **** ************************************** \

  Customer Answer

  Date: 07/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  These are clearly the same tiles you took down. There are also witnesses when Chad stated he had to finish putting the tiles back up and then left without doing so.   Regards,  ****** ******

  Customer Answer

  Date: 07/12/2023

  \ I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. \ Attached are the other damages that they caused and the ceiling tiles that they did not put back up. I will take an updated video tomorrow morning to walk through everything and show the damage to provide as much detail as possible.    

  Customer Answer

  Date: 08/18/2023

  \ I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. \ BBB spoke with the customer and the following was relayed: If the business is unable or unwilling to return and replace the remaining ceiling tiles, then I am willing to have another contractor install the ceiling tiles and request the business pay the cost to have done. The estimate I have received is for $250.   Regards, ****** ******

  

  Business Response

  Date: 08/18/2023

  Ivy Lea agrees to pay the $250.00 estimated cost of replacing the ceiling tiles. We will just need a copy of the invoice. 

  Customer Answer

  Date: 08/23/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will send the invoice once the work is completed.   Regards,  ****** ******

• Initial Complaint

  Date:08/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in April of 2022 Russell from Ivy Lea gave an estimate to repair a leak in the roof of our house to an attached sunroom in an area of approx 17x3. The cost of the estimate was between $1500.00 and $2500.00 Also talked about was a gutter on the back of the house which was not on the estimate we received. When contacted Russell was to correct the job which he failed to do. On April 2th a deposit was made. On June 3rd work was done on the house including 3 of shingles, metal flashing, water sheild, etc. No work other than what was proposed was done nor did the workers ever say that they ran into a problem and had to do additional work. We were billed $3419.00 well above the 1500- 2500 estimate. No answer as to why or who ok'd this added amount. We have paid $2500 plus $200 sales tax and have no intention of making any future payments. It appears as though Ivy Lea is taking advantage of elderly residents as we are both above 80 years of age.

  

  Business Response

  Date: 09/19/2022

  On March 24th the initial call for service was received at 9:24 AM, after speaking to the general manager a site visit with one of our sales team members was set up for April 6th• On April 26th the estimate was generated, a phone call was made to discuss, and the cost was approved. The contract with an approximate cost of $1500.00- $2,500.00 was drawn up as a time+ materials service call, due to the repair/maintenance nature of the work scope and was required to be taxed by NYS. The contract was reviewed with and signed by the client on 4/27/2022 in person. The approximate start date was 5/17/2022 and the roof repair was completed on 06/03/2022. The work performed consisted of stripping the roof at the area at the rear of the house. Materials supplied and installed consisted of 2 bundles of shingles, installed a roll of ice shield, 2 PC of drip edge, and 14' of PVC coil stock. The total cost of the repair was billed exactly as outlined in the signed contract by time, materials, overhead, and tax and came to $3,419.00 + tax. A down payment of $270.00 was paid on 4/27/2022, and the start of work payment of $1,000.00 was received on 06/03/2022. Final invoicing was mailed out on 6/10/2022. The accounting and sales department reached out multiple times to explain the additional cost and a partial payment of $700.00 was paid on 7/07/2022 in the office. The last payment received was on 08/04/2022 of $730.00 in the office, the client made no mention of withholding the remaining balance. The remaining balance owed on the job is currently at $992.52.