ComplaintsforMJS Landscaping Services, LLC

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with MJS in September of 2012 to build retaining walls, 2 sets of steps, and a walkway. (Contract is dated 9/7/2012.) The total cost = $24,654. I believe the completion was timely. In a year, the edges of the walkway were breaking. MJS refilled the seams between pieces with sand, and said we would have to do that ourselves. In 2 years steps started to come loose. At 1st MJS came to reglue them. But they came loose so often, it was easier to do it myself. However, as the yearly number of loose steps has increased to 10 this year, the stairs have become unsafe. Worse, over the last 2 yrs, many of the blocks to which the steps are glued have deteriorated. (See pictures.) I cant dig these out to replace them so I have used cement to rebuild the deteriorating blocks. Ive done 8 of these over 2 yrs. I got no response to my 1st 2 VMs to MJS in May 2022 explaining the problem. On 7/13/22 I left a VM adding that I would next contact BBB. The owner called that evening. On his request, I immediately sent him pics. He said hed try to check the steps himself by Monday. When I heard nothing by Monday, I tried to reach him by phone and email. When he replied, he said he didnt need to come. But, when I explained he was grossly minimizing the problem and the steps would need to be replaced, he then came check them without notice, even though I was home. The attached email correspondence shows that he minimized the issue, and showed no interest in making it right. These rapidly loosening/deteriorating steps have become a major safety concern. It is quite obvious that a fix isnt possible, but the entire stairway has to be replaced. Otherwise, the same issues will continue. I have contracted with a different landscape company do do so this fall, using better materials and a more sound design.

  Business response

  08/01/2022

  The project was completed over 10 years ago and is past warranty. The homeowner acknowledges it was not and installation issue. The project was installed beyond industry standards. 

  Customer response

  08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Thank you. I really appreciate your help. Attached is my response, and additional pictures in support of my statements. 

  
  

  The MJS response shows the level of regard for customer service/satisfaction. It seems to say that their
  masonry work cannot be expected to last over 10 years. I expect a $24,000+ project to last longer than
  that. Repairs have been needed on a regular, and frequent basis starting a year after project completion.
  The severity of the failure in the last 2 years is serious, i.e., deterioration of the material and the
  frequent repair of dislodged steps. The entire stairway will need to be torn out and replaced. Regardless
  of industry standards, an examination of the construction of the steps (see pics) shows that simply
  stepping on the top pieces acts to pivot the piece away from the foundational piece it is glued to.
  Therefore, the steps must fail within a short time. See the pic that shows the bricks I placed to prevent
  the step from flipping out. If MJS has an interest in making this right they would offer to contribute to
  the cost of replacing the stairs, which will be about $9,000.
  
  Regards,
  
  *****************************

  Business response

  08/09/2022

  ****************** response is contradicting. He states that we do back our work yet states we were out to perform warranty. He also states that our masonry work cannot be expected to last over 10 years yet acknowledges the material itself is deteriorating. We have no control over the manufacturers material longevity.
  Regarding the step treads, that product from different manufactures is still in use today. I am not sure what landscaper gave him this advice. It is not true. It has been over a decade since the project was completed. Whenever ****************** has contacted us through the warranty period, we have taken care of all issues without charge.

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear bel

  I think this response from MJS perfectly illustrates my concerns. They consider re-gluing I or 2 steps 9 years ago an example of standing behind their work, when in the next sentence they say that is not their problem that the stairs they installed not even 10 years ago are deteriorating.  I should add that I had to press them to even reglue the steps 9 years agoand I began doing it myself because it wasnt worth hassling with them. I would be curious what their warranty periodactually is: ***be I missed it in their website and contract. Regardless, I would expect masonry to last a lot longer than 10 years. Incidentally, another step came loose today. I am presently either regluing or rebuilding at least 1 step every week.  The warranty on my wood fence was 20 years, and it lasted 25 years before I had to start making repairs.
  Therefore, it is clear that this negotiation has become pointless. MJS sees no reason to take any responsibility for the portion of the masonry project they did in fall, 2012 which is failing. They seem perfectly comfortable stating that their work *** last less than ********************************************************************************************************************* regard to their work.   
  
  Regards,
  
  *****************************

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