ComplaintsforECO Scapes of Texas, LLC

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2022 we contracted with Ecoscapes of Texas, LLC, to construct a flagstone patio. This was to include reinforcement for the hot tub which was done. Within a few weeks, there were issue with some of the flagstones breaking and chipping off and holes forming along the mortar. We contacted the company and they sent out the same crew to repair. Again, it looked great for a few weeks, then other areas began to chip away, holes developed and wider cracks formed. Upon contacting the company, we all agreed to work the repairs AFTER the holidays. About the third week of January, the same contractors came out again. The supervisor was visibly irritated that I had contacted the company but came over and talked about a plan to make repairs. He said he was going to go over the patio with a fine tooth comb stating he had fired one of his workers for his shoddy work. When they returned for repairs, his worker whom he stated did shoddy work, was with him. I didn't question that. About 6 weeks later, mortar started to chip, cracks again and low areas that hold water developed. I contacted the company again and they sent out a different contractor. This contractor told us the mortar used previously was bad mortar, but he repaired the visible cracks and things I had specified. Here we are June 2022, and there are multiple cracks, chunks broken off, low areas getting lower, mortar flaking off. The response I got from the company today is that this is normal wear and tear. 8 months and this is normal wear and tear? I would expect there will be more and more issues with it if this is just 8 months worth. I have since tried to call, but believe that they are not taking my phone calls.

  Business response

  06/28/2023

  RE: Response to Complaint #********
  
  Thank you for bringing your concerns regarding the flagstone patio construction to our attention. We sincerely apologize for the inconvenience you have experienced with the repeated repairs. We understand that the previous repairs have not provided a satisfactory and long-lasting solution.
  
  Following our recent assessment during our last meeting, we have determined that the best course of action is to completely redo the patio to ensure a satisfactory outcome. We want to assure you that we are committed to resolving this matter promptly and to your satisfaction.
  
  In light of this, we have scheduled the patio reinstallation for Thursday, the 29th of June 2023. Our dedicated team will be present on-site to address all the necessary repairs and improvements. We kindly request your presence or accessibility to the property during the scheduled time.
  
  At Ecoscapes, we take great pride in delivering high-quality workmanship and exceptional customer service. We deeply regret any inconvenience this situation has caused you and appreciate your patience throughout this process.
  
  Should you have any further questions or require additional information, please do not hesitate to contact our customer service team. We are here to assist you and address any concerns you may have.
  
  Once again, we apologize for the inconvenience caused and appreciate your understanding. 

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