ComplaintsforUtopia Landscape and Maintenance, Inc.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner of Utopia Landscape, ***********************, installed a water feature in our front yard which stopped working within the 1-year warranty period, and he has refused to make repairs or take responsibility. We are now hiring a different contractor and will incur cost that Utopia should cover. The water feature was installed between October 1 and 4, 2021, and we paid $6,000 to Utopia Landscape at that time. The feature operates by means of a pump that continuously recirculates the water through the system. We were told by **************** that water would need to be added about once a week to account for evaporation. The control system broke during that winter, causing the pump to operate only at the highest level. In July, 2022, the system worked only if the water was replenished daily, and our water bill increased from $245 for the month of June to $638 in July. My husband called **************** to let him know of the issues (the control pump and a potential leak causing the need to replenish the water every day), and to make an appointment for him to come to our home. He said he would be in the area for another job and would call us to come look at it. At a later date, **************** called to say he was in the area and would be at our house that day. He called during working hours and the call went to voice mail. My husband returned the call that same day and apologized for missing ******************** call. **************** was extremely rude, criticizing my husband for not picking up the phone, and said he wanted nothing further to do with us. He has not returned our calls or responded in any way since then. Shortly after this happened, Rockland County declared a drought and we turned the water feature off and have not used it since. Once the winter was over, we consulted a new contractor who we have now engaged to repair the water feature that stopped working during the warranty period and which Utopia Landscape has refused to take responsibility for even though we informed **************** of the problems during the warranty period.

  Business response

  08/07/2023

   In response to *** and ***************** complaint ********. Their complaint states how I had not responded to their calls about a problem they were having with the water feature which was installed. When in fact I had text both of their cell phones on October 4 2022. Please see attached image of text. Since we had started the project text was the way we had been communicating. I had received no return texts and had no knowledge of  any problem they were experiencing. My reason for texting was regarding our last conversation which had taken place on site at there home. The conversation was about an additional water feature they had wanted to install in a different part of the yard. And that I would let them know once I had searched and located the correct material. The type of water feature to be installed requires searching certain suppliers for very specific material.  My text was a follow up to let them know I had located and purchased the raw  materials needed to create the type of water feature we had discussed. I had received no response. I had text both cell phone numbers we had previously used for text. No response. If there had been a problem with the existing water feature I should have received not only a previous text but definitely a response to my most recent text. Once learning of the problem they were experiencing  which was only thru their written complaint I had sent another text which  offered to inspect and repair whatever was needed. I explained any issue with the pump was under warranty from the manufacturer. But I would be happy to return pump to dealer and get another one. Then come re install it. I also explained any issue with a leak Because this is a custom design We as the installer would need to make that determination of any leak. Or if another contractor was doing work to it. We would need the proper information communicated to us to understand what leak tests had been done and what the recommendations are to repair any leak. There are process of elimination methods involved in narrowing down water loss to determine if what they are experiencing is a leak or water loss do to splash and evaporation. We had no knowledge of this problem prior to this complaint. Also in the complaint it states how I was rude to them. That absolutely never happened. That comment was completely made up. As a matter of fact I felt **. and ***************** were exceptionally nice people to work for. I had absolutely no reason to say anything negative or be rude in any way.  We as a company take pride in our projects and would never give a negative response to a problem.  Currently I would still go and access and repair any problem they may be experiencing with the water feature we installed.  My only concern now and always regarding this project is that it is functioning correctly and that *** and ***************** can enjoy it as it was meant to be. 

  
                                                                                                                                                                                                 Sincerely 

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

                                                                                                                                                                

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Compliant is not resolved. The owner had offered $250 as a resolution of one of the two issues, and I’d indicated that I’d be in touch once I knew more about the scope of the second issue as well. I then provided him the information below by text, which he has stated to be his preferred method of communication, and received no response. 

   

   

   

  Barry, the issue has now been diagnosed and addressed. It turned out that the liner did not extend out far enough, and consequently some of the water was splashing out of the fountain and going straight into the ground. The invoice for the work is set forth below. The items that are circled are covered by your warranty. The total is $2,897.50. I look forward to your reimbursement. 
  
  **********************************************************

   

   

  In addition, I’d like it to be noted for the record that we do not agree with his response. He was clearly put on notice of a problem with the system (and he does not deny this, simply denies that he was rude in response), and failed to make reasonable efforts to correct it. A text that provides information about the second project we’d discussed with him does not support his response. Why would we pursue a second project with him when the first had not been completed satisfactorily?. 

   

  Thank you for your attention to this. 

   

  ***** ****** 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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