Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
The problem pertains to the front stoop, which I just recently had addressed by another contractor given the repeated lack of response from ***** and ************************************* of Terra Firma Landscape. There were follow up items that remained for landscape work at my home. Specifically, front stoop brick work developed serious safety issues and was not completed correctly - there were gaps underneath the edging brickwork leaving them improperly supported. As a result, the mortar began to crack, and bricks detached from the stoop. Note that this issue remained after they previously tried resolve problems with the brickwork installation. Pictures of the repairs are available upon request.Responses were not received to communications during 2020 and 2019:- 8/26/2019 lack of response to an email - 7/14/2020 postal and email The attached files contain details of the problems encountered with the stoop, as well as concrete patio and walkway and rusting of the downspout funnel attachment.- 8/3/2020 certified mail was returned to sender as "unclaimed". Noted on the envelope is that Terra Firma was notified on 8/7 and 8/11.Due to a serious health condition and Covid concerns, I was unable to have another contractor remedy the front stoop issue until recently. Per the contract (available upon request), the work is under warranty. All material guaranteed to be as specified, completed in a substantial workmanlike manner, etc. Indicated is notification of issue in writing, which was provided.Payment of the front stoop work amounted to $4540.80Business response
08/30/2022
Hi *****,
This is *****, one of the owners from Terra Firma Landscape. I am sorry to hear that you are having problems with your stoop. I have checked my email inbox and the inboxes of the designer you worked with for your project to see if we have failed to get back to you, and to find out more information on the matter. I also checked with our office staff to see if anyone was aware of any recent contact regarding the stoop issues you mentioned. If you mailed those letters, I apologize we have not received anything from you or heard anything from you. This is is the first notification we have received of any kind regarding these issues that I am aware of. The business address you show at the top of the word documents you've attached is the correct one and we have been in this location since 93'. I don't know why any letters would be returned, do you still have the letters? I know that email correspondence was your primary source of contact in the past, do you have any emails where you reached out regarding this matter? I am only asking because I can honestly say that we have not seen anything about this matter or had a chance to help you here. Myself and **** have all our email conversations from 2018 and some follow-*** in spring of 2019. But May 1st 2019 is the last and at that time the project was complete. Before responding to this message on this board, I did reach out to you and left a voice message and I also forwarded our last email chain conversation ending on 5/1/2019. If the edge of the stoop came loose, we would/ will take care of that for you at no charge and that offer is still good. Joint sand material that goes in between the pavers is more of a maintenance issue and that will need to be touched up from time to time. Technically this is not under warranty as you mentioned it was, but I can say that we will go above our standard warranty and re glue any loose brick(s). I have attached two photos that I found of the back concrete patio and the front stoop we installed in june of 18' to show that the two were installed in a professional and quality fashion. I did not have a photo of the front paver sidewalk that we installed which was also included in that 4k price for the front entrance. Ultimately we want to make sure that you and all of our customers are satisfied and we want to deliver a quality product. We have strived for excellence to do so over the last 29 years of installing hardscapes. Please feel free to contact me regarding this issue at any time.
*********************************Customer response
08/30/2022
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.
Please see emails sent separately regarding previous communications as well as additional photos (6 in total just sent).The complaint and resolution request as originally submitted remains.
Being forwarded separately are five additional emails reflecting communications and attempted communications with Terra Firma from 5/22/19 through 7/14/20.In addition, the last unsuccessful postal communications were dated 7/14/20 and a second attempt on 8/8/20, the last one sent via certified mail. Attached is a photo of the certified mailing envelope indicating the two delivery attempts and unclaimed status.The original complaint as filed remains. Also attached are photos of the stoop prior to the aforementioned repair this year.Will also follow up within the Better Business Bureau's system after emails are forwarded.Your assistance is appreciated.Best,***************************Attachments:Photo of letter sent certified mail showing two delivery attempts and unclaimed statusView as of 2022 prior to repair (images)Forwarded separately:Forwarded gmail of 7/14/20 - Subject Fwd:Concrete with imagesForwarded gmail of 7/14/20 - Subject Follow Up Items with imagesForwarded gmail of 8/26/19 - Subject Re: Concrete with imagesForwarded gmail of 8/21/19 - Subject Re: Concrete with imagesForwarded gmail of 5/22/19 - Subject Re: Concrete with images
Regards,
***************************Customer response
08/31/2022
Thank you for your response. The contract warranty terms indicate an exception for concrete cracking due to Winter weather. As stated in my letter, this cracking occurred in Spring.It would also seem that normal cracking should be in the joints, not on the surface. For example:When large slabs of concrete are poured, the contractor either forms or cuts joints every eight to 10 feet, with the goal of limiting any shrinkage cracks caused during the curing process or by future slab movement. In this way, cracking is hidden deep within the joints so the smooth surface of the driveway is maintained. So, if you notice cracking along a control joint, dont worrythats just the joint serving its purpose.Contraction/control joints are placed in concrete slabs to control random cracking.The most widely used method to control random cracking in concrete slabs is to place contraction/control joints in the concrete surface at predetermined locations to create weakened planes where the concrete can crack in a straight line. This produces an aesthetically pleasing appearance since the crack takes place below the finished concrete surface. The concrete has still cracked which is normal behavior, but the absence of random cracks at the concrete surface gives the appearance of an un-cracked section.Also in their FAQ section:Concrete, like all other materials, will slightly change in volume when it dries out. In typical concrete this change amounts to about 500 millionths. Translated into dimensions-this is about 1/16 of an inch in ************************************************** concrete pavements and floors is to allow the concrete to crack in a neat, straight line at the joint when the volume of the concrete changes due to shrinkage.On another note, please be advised of the following issues as well:- There are many bare spots, including along the south side of my home/north side of my neighbor's home, as well as along the back perimeter.
- The Japanese Maple tree that Terra Firm planted did not survive the Winter. This, I understand, is not under warranty.
- Additionally am awaiting for completion of grouting of installed pavers on the north side of garage.
Terra Firmas remedy of these issues are appreciated,***************************On Mon, May 20, 2019 at 9:39 AM ************************************* <*******************************************> wrote:Hi *****,
I received your letter and pictures regarding the concrete. Unfortunately concrete does crack, ******* in the Midwest are very hard on concrete due to the freezing and thawing of the ground causing movement which is what causes this.
*************************************
Office ************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.