Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 19, 2024, Patio Wizards sanded and sealed my paver patio, which is surrounded on two sides by an elaborate white vinyl fence. The workers did not protect the white vinyl fence or clean it off after the treatment, and the sand and sealant now covers the lower horizontal bar of the fencing system and the large vertical posts that support the fencing system. In addition, the sand and sealant covers the two outdoor electrical outlet covers, which will now have to be replaced. Since the home is older, this may require a more expensive repair if the current plastic electric outlet cover is no longer available. Patio Wizards is aware of the damage that has been done to the vinyl fencing system and the electrical outlet covers, but does not return any of my phone calls.

  

  Business response

  07/15/2024

  Hello,

  We spoke to Ms S****** on her call to us a couple of weeks ago, and she mentioned there was sand on the fence rail. We requested photos to be sent to us, which is standard process on a request like this. We never received those photos. A service ticket was submitted after this call with Ms *******, but again we never received the photos requested.

  Ironically we had this worked into the schedule today as a service visit to clean off fence rails. We were on site maybe 5-10 minutes. The crew was confused as the fence rails did not have much of anything on them, we wiped off the outlet covers.

  A little disappointing as we went above and beyond for this customer, and all customers; throughout the services that we performed, to have a complaint come over about a little sand on fence rails and 2 outlet covers. We saved the customer 10s of thousands of dollars eliminating a grading issue that was causing water to infiltrate into the basement, expedited a mortar repair add on to prevent rodents from impacting step system added after completion which services like that can take 1-3 weeks for scheduling.

  I have attached photos of the fence and outlet covers, that took us 5 minutes to wipe off with a rag.

  Also, I have called Ms. ******* multiple times today, and no answer. Any time we have called no answer.

  Please let me know if any questions.

  Thank You

  ***

  Customer response

  08/01/2024

  
  Hi *****.
  
  Thank you for speaking with me this morning regarding my Complaint against Patio Wizards.  
  
  I filed my Complaint on July 14; Patio Wizards came to my home on July 15 to clean the patio fencing.  Patio Wizards never lets the customer know when they are coming to perform work, and they also do not leave voicemail messages that I can return, so I had no idea they were coming on July 15.  In fact, I filed the Complaint because they never responded to my request for them to clean the fencing.  I had no idea if they were going to clean the fencing, ever.  There is no communication at all.  *** will tell you he calls me, which is true, but he doesn't leave a voicemail message for me to return, so I don't know he called.  
  
  I was at work on July 15, so since I was not at home, they did not clean a portion of the fencing.  You have the email I sent to *** telling him they missed an area.  I spoke to *** once after July 15 that week, and he told me if he had to come out again, he would charge me.  From my perspective, I should not have to pay for him to rectify his crew's failure to clean up after the sanding and sealing, and I should not be responsible that he comes to the home without making sure I am home.
  
  So, at this point, either *** agrees to come out and clean the one area of patio fencing he missed, or, in the alternative, I would like to have him let me know what product he used to clean the fence, and if I have access to the product at the local **** *****, so I can clean it myself.
  
  I am appreciative that he came out and cleaned the fencing, but it is unfortunate that I was not at home to make sure they finished the job properly.  I have never engaged a serviceperson who did not let me know when they would be at the home.  That is reason enough not to use this company.
  
  *** requested pictures when I told him the fencing had a lot of sealant on it, but *** knows I do not own a device that takes pictures.  So, he knew that was never going to happen.  I hope *** learned a lesson from this engagement - he should not agree to work with a customer who cannot take pictures or text.  I was the wrong customer for him.
  
  Thank you again for all your help, and let me know if there is something I need to do to close the Complaint.

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

  

  Business response

  08/05/2024

  Not sure how we can help the customer at this point. We have inspected fence twice and see nothing on the fence. 
  

  the customer can try goo gone or some soap and water, but it m two visits to inspect do not see anything on the fence. 

  Customer response

  08/08/2024

  BBB - The products suggested by Patio Wizards do not remove the sealant from the fence.  Because Patio Wizards will not meet me at the home and will not help me clean the sealant off the fence, I will have to live with the damage to the fence.  Please close the ticket because it is obvious to me that this issue will never be resolved.  

  Thank you for all your help.  I have never worked with a business that will not tell the homeowner when they are coming to the home, will not accept that cell phone photos do not show all damage, and who did not want to immediately rectify an issue resulting from the work done at the home.    

  Regards,
  
  ******* *******

*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. ↩