ComplaintsforLegacy Custom Pavers
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Complaint Details
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Initial Complaint
08/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The business promises the patio project to be done in 6 weeks. Today is the starting of week 12. There is no urgency for this company to finish the patio. There are days where no one come to work on the patio. So many empty promises on timeline. Contractors come to work for half days then leave. Rarely work on the patio 9am to 5pm.Business response
08/31/2023
To whom it may concern,
In regards to the complaint for *********************.
We are an outdoor living company that constructs everything in a custom build. Nothing we build is pre fabbed or started in a kit. We strive to be the best at what we do and sometimes our skilled labor (being human) misses the mark. In full transparency, to meet our expectations we had to readjust a few things during the construction process. This was communicated with the homeowner when it happened. An expectation of a 6 week timeline is only possible if every moving part happens to go perfectly. If we set the expectation up front of 6 weeks, we apologize for that.
Other things that have caused delays...
Unbeknownst to us, the homeowner failed to get HOA approval on the color of their patio cover roof. This wasn't discovered until we installed the color they originally selected. We did not charge them to replace the roof panels.
The homeowner did not like how the sides of the patio showed concrete. This is the standard way of installing pavers, we follow ICPI standards. We added landscaping at no cost at no cost to the homeowner.
The homeowner installed a new back door from the time we met to the time we installed & it was higher than we planned on. So we adjusted to the change by adding drainage at no cost to the homeowner.
We planned to seal the tongue and groove ceiling (per our contract) the homeowner changed from a sealer to a stain, then didn't like the way it looked. So we had to replace those stained pieces of wood and apply sealer as we originally planned. No cost to the homeowner.
We have also had record heat this summer. 44 days with a temperature of 100 degrees or higher this year (many of those days were over 104). That number ties us for 8th place all-time. It is unreasonable to think we will have guys out there **** hours per day in this climate.
During the construction process things happen, and we are a company that resolves them to be great and we don't just accept them as "well, that's the color you choose" or "that's how construction goes".
We apologize that we didn't finish this project sooner, but we are committed to finishing with an excellent project and not finishing just to finish in order collect a check.Customer response
09/05/2023
I am rejecting this response because:
This week is week 13 into the project already and roof failed inspection twice already. They need to address the roof asap.
Customer response
09/26/2023
Please close the case. Project is finished.Customer response
09/28/2023
Please close the case. Project is finished.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.