Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/29/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crosspoint was hired to build 2 retaining walls in our backyard, add drainage, and pour a concrete patio. We were given a timeline estimate of 3 weeks and signed a contract on Sept 3, 2023. They started immediately. But quickly, they began not showing up, the project was delayed, and they would not communicate with us regarding their absence unless we pressed. They would often promise work done by a particular date, then fail to show up or follow through. In December, 2023, they put a hold on the project until they deemed the yard "dry enough" to work, then proceeded never to come back to check on the status. The walls they built were not structurally stable. At one point, the upper wall collapsed. It was repaired, only to collapse again. This was followed by another collapse in a different segment, and a collapse of the lower wall as well. We have since had different contractors out to look at the project, and they have informed us the stones used to build the walls were far too small to ensure structural integrity and there was far insufficient drainage material used to allow proper longevity. I am happy to provide the report they have given me, as well as the video of the wall shifting beneath the weight of a footstep. We now need to have the walls completely removed and start over, as there is no way to repair this into safety. They also asked for additional money before the steps agreed upon within the contract. A portion was given as a down payment, and another portion to be given upon completion of the dirt work and rock walls. But the dirt work and walls were never finished. We did provide the requested funds in good faith that they would finish the work, but they never did. Overall, a severe lack of communication, an excessive delay in the project timeline, and a structurally unsound and incomplete project have left us with a back yard that is currently not safe enough for me to let my children outside.