ComplaintsforJohnson Property Service

• Initial Complaint

  03/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am 81 yrs old. I hired them last April to build a wall. They began on 12.8.21. They came back on 12.28.21, and I showed him there were chips in the blocks. The manufacturer's rep came out in January, and called me to say that he looked at the chips and the rest of the blocks on the pallets. he said he would replace the blocks that have already been placed. The blocks are sitting at my neighbors. There are pipes in my yard that I can't mow around. I have left several messages asking when they will return. This is a $35,000 project of which I have paid $20,000.

  Business response

  03/29/2022

  We have all intentions of completing the work that should be done at the **** Residence. 

  The day she presented her concerns about some chipped blocks showing some cosmetic irregularities we reached out to the block manufacturer. The manufacturer's representative stated that there were packaging issues on their end that allowed for the blocks to come in contact with one another within the packaging as well as potentiall come into contact with any blocks that are placed adjacently on a vehicle for shipping. The packaging also allows for the blocks to come into contact with one another while being handled at any point after they've been packaged. The block that Ms. **** chose is manufactured in or near Chicago, which she was aware of prior to accepting our proposal, so it has plenty of opprtunities to be affected from the shipping and handling process to the distriburtor we purchased the block from as well as them unloading it there and reloading it on their trucks to deliver it to us in north Central Ohio where it was staged offisite due to space and traffic constraints witht he jobsite at the **** residence for neighbors in the community. Then we had to load it up and haul it into the jobsite in stages to mantain sapce for traffic to pass throgh the area.

  The block that Ms. **** chose for her project has a very clean, formal finish and look to it so all of the things mentioned previously play a part in causing the chips. We made multiple suggestions and recommendations to Ms. **** to consider alternative materials that would be more resilient to being contacted by vehicles or bicycles traveling down the alley that the wall is paralell to and within a few feet of. The stone we presented as an option would have been a better choice to handle things better that could occur like this and we are quite certain that had it been the material used that there would not be any issues like what we have dealt with. 

  The manufacturer has commented to us nuermous times of how well the installation of the wall has been done and shared the sentiments with Ms. **** as well as far as we are aware. There is not anything structurally wrong with the block and the manufacturers warranty states that its warranty is for structural issues not anything such as cosmetic appearance. Even considering this, the manufacturer has provided two to three pallets of material at no cost to be used to replace some of the chipped block.

  The installation methods we propsed and have been following are inline with or exceeding industry standards so there are no issues with or future concerns with our workmanship. We have taken it upon ourselves to remove the chipped block and replace it with the block the manufacturer has provided even though our workmanship warranty is not a factor in this case.

  The tiles showing and that Ms **** mentioend being in the way are components of or in addition to the drainage system portion of the retaining wall. We wanted to make sure that any rain or snow & ice melting didn't compromise the project. The material she commented about that is still on site is from the orignal order to complete the job. The replacement block that the manufacturer is providing has to be hauled in from about anf hour and a half south of us and we will absorb the costs for this.

  Communication with Ms. **** has been challenging as she does not text nore does she have an email address. We've also relocated our business over the winter and still do not have land line phone service or internet service after three months of being in the new location due to waiting on new lines to be installed and connected by the phone and internet providers. 

  We admit we did miss a voicemail that Ms. Therw did leave for us on 3/8/22. We were aware of the voicemail on 3/18 which we addressed internally and those that did assumed the other was going to contact Ms. ****. We got another voicemail from Ms. **** on 3/25 and before we could find time to reply the report to the BBB came through to us on 3/28.

  We will call Ms. **** within the next business day to confer with her on the status of things and get back to work on her project to complete it for her as soon as we can.

  Customer response

  04/04/2022

  4.1.2022 BBB received vm from consumer stating her complaint has been resolved.

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