Austin Dreamscapes

December 30, I am writing this third response regarding the above referenced complaint As I stated in both of my previous emails, this project was completed almost two years agoI have not been contacted by the complainant until October of this year about any other concerns that they had As previously stated I am willing to meet with the clients to try to resolve any additional concerns If there are in fact additional repairs needed I was and still willing to make themHowever the client’s statement about the patio needing complete tear out and redone is not accurateThe repair items needed are superficial and I can make these additional repairs, if allowed At this point it seems as if all they want is for me to pay for another contractor to come out to their home to do more work I am unwilling to do this as the project was warranted for one year Any additional items that they may want now would be based on a new contract Since they do not want me to “Step Foot on their Property” I do not see that we are able to come to any type of agreements to do any additional work at their home Please contact me by phone or the email address above to make arrangements meet to discuss if client is willing to meet with meOtherwise I will consider this matter closed Thank you, [redacted] ***

I am writing in response the above referenced complaintI built this pool project over years agoShortly after completion of this project, I did receive a call from the complainant’s husband regarding a couple small cracks and a small leak at the fountainWithin the week I went out with my crew and we made the repairs to the fountain and small grout cracks to the client’s satisfactionSince that day I have not received any phone calls or emails from this person or I would have gone out to meet with them right away to make any additional repairs as needed I have not changed any of my contact information, so I do not understand why if she had an issue, she did not call me I have been in business in Texas for over years and have never had a complaint that I did not immediately respond to and address customer’s concerns All of my former clients know that I stand behind my work and that they can always call me anytime if they have any concernsI take great pride in my work and would never leave anyone hanging or unhappy My business is built solely on referrals, and has many similar projects that I have built in this same area of town with all very satisfied and happy customers who would be more than happy to verify the quality of my workmanship and the integrity I take in my work All I needed was to receive a phone call from this client and I would have been more than happy to meet with her and her husband to address any additional issues that they may have had Upon receiving the email from the Revdex.com, I went out to the customer’s home to try to meet with themI inspected the project and took pictures of the flagstone and the pool areaI could only see a small amount of minor cracking in the grout around a few areas of the flagstone, which is not uncommon with any 3+ year old flagstone decking, I did not find any significant deterioration, large cracks or holes in the deck as mentioned in the complaint Prior to starting this project a permit was issued by the City and all phases of the construction were installed to “code” The project was inspected and approved by the City prior to the Bonding and pre-pour phase of constructionThis includes inspection of all Rebar and wire concrete mesh that was properly installed As I mentioned, I stand by my work and I am very willing to meet with this client to repair any construction issues that they may have with regards to the work that I performed for them [redacted] – Austin Dreamscapes

Complaint: [redacted] I am rejecting this response because:We would like to address some of the points made by [redacted] and clarify some of the inaccuracies: Austin Dreamscapes (aka as Star Dreamscapes when they did our work) installed our pool in summer – TWO years ago, not three as he has indicated We have the original proposal and various documents to support thisWe do not believe after two years, that pool deck should be experiencing these issues: crumbling grout, loose stones, settling, large cracks, holes in grout and a leaking fountainAnother flagstone pool deck installed by a different company in our neighborhood is showing none of these issues despite being installed two years before our pool deckMr [redacted] was aware of our dissatisfaction with the pool deck at the time of completion He asked if he could use us as a reference and was told we would not be able to give any prospective customer positive feedback based on the deck work he completed for us He did not offer to “stand by his work” or make any attempt to continue to insure that the deck met our reasonable expectations [redacted] came back to repair cracks in the stone grout and leaks in our fountain at least two times It became apparent to us that he was not going to be able to fix the leak (as it is still leaking) and the grout continues to crack and crumble The repair work he completed was sloppy and haphazard We notified Austin Dreamscapes via e-mail 10/15/with pictures of the condition of our deck and our dissatisfaction with the workmanship The e-mail address we used was obtained from the company’s website A response was never received, at which point we decided to contact the Revdex.com of AustinWe have also had our deck inspected by a reputable company who maintains that the deck was improperly installed We have a section that encompasses ¼ of the deck that has settled by to inches Because of this, one flagstone paver (18” x 18”) is completely loose and several others are becoming looseWe hired a company to fill in an area of our deck with flagstone pavers that was originally going to be a planting area The excellent workmanship done by this company is very obvious next to the work done by [redacted] ***We do not want [redacted] or his company to do any more work on the stone deck or to trespass on our property again We are convinced that they are incapable of doing the work properly We do, however, believe he should help finance the work it will take to have the deck removed and properly installed Attached are photos of the pool deck Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:We would like to address some of the points made by [redacted] and clarify some of the inaccuracies: Austin Dreamscapes (aka as 3 Star Dreamscapes when they did our work) installed our pool in summer 2012 – TWO years ago, not three as he has indicated.  We have the original proposal and various documents to support this. We do not believe after two years, that pool deck should be experiencing these issues:  crumbling grout, loose stones, settling, large cracks, holes in grout and a leaking fountain. Another flagstone pool deck installed by a different company in our neighborhood is showing none of these issues despite being installed two years before our pool deck. Mr. [redacted] was aware of our dissatisfaction with the pool deck at the time of completion.  He asked if he could use us as a reference and was told we would not be able to give any prospective customer positive feedback based on the deck work he completed for us.  He did not offer to “stand by his work” or make any attempt to continue to insure that the deck met our reasonable expectations.  [redacted] came back to repair cracks in the stone grout and leaks in our fountain at least two times.  It became apparent to us that he was not going to be able to fix the leak (as it is still leaking) and the grout continues to crack and crumble.  The repair work he completed was sloppy and haphazard.  We notified Austin Dreamscapes via e-mail 10/15/14 with pictures of the condition of our deck and our dissatisfaction with the workmanship.  The e-mail address we used was obtained from the company’s website.  A response was never received, at which point we decided to contact the Revdex.com of Austin. We have also had our deck inspected by a reputable company who maintains that the deck was improperly installed.  We have a section that encompasses ¼ of the deck that has settled by 1 to 3 inches.  Because of this, one flagstone paver (18” x 18”) is completely loose and several others are becoming loose. We hired a company to fill in an area of our deck with flagstone pavers that was originally going to be a planting area.  The excellent workmanship done by this company is very obvious next to the work done by [redacted]. We do not want [redacted] or his company to do any more work on the stone deck or to trespass on our property again.  We are convinced that they are incapable of doing the work properly.  We do, however, believe he should help finance the work it will take to have the deck removed and properly installed.  Attached are photos of the pool deck.
Regards,
[redacted]

I am writing in response the above referenced complaint. I built this pool project over 3 years ago. Shortly after completion of this project, I did receive a call from the complainant’s husband regarding a couple small cracks and a small leak at the...

fountain. Within the week I went out with my crew and we made the repairs to the fountain and small grout cracks to the client’s satisfaction. Since that day I have not received any phone calls or emails from this person or I would have gone out to meet with them right away to make any additional repairs as needed.  I have not changed any of my contact information, so I do not understand why if she had an issue, she did not call me.  I have been in business in Texas for over 20 years and have never had a complaint that I did not immediately respond to and address customer’s concerns.  All of my former clients know that I stand behind my work and that they can always call me anytime if they have any concerns. I take great pride in my work and would never leave anyone hanging or unhappy.    My business is built solely on referrals, and has many similar projects that I have built in this same area of town with all very satisfied and happy customers who would be more than happy to verify the quality of my workmanship and the integrity I take in my work.  All I needed was to receive a phone call from this client and I would have been more than happy to meet with her and her husband to address any additional issues that they may have had.    Upon receiving the email from the Revdex.com, I went out to the customer’s home to try to meet with them. I inspected the project and took pictures of the flagstone and the pool area. I could only see a small amount of minor cracking in the grout around a few areas of the flagstone, which is not uncommon with any 3+ year old flagstone decking,  I did not find any significant deterioration, large cracks or holes in the deck as mentioned in the complaint.   Prior to starting this project a permit was issued by the City and all phases of the construction were  installed to “code”.  The project was inspected and approved by the City prior to the Bonding and pre-pour phase of construction. This includes inspection of all Rebar and wire concrete mesh that was properly installed.   As I mentioned, I stand by my work and I am very willing to meet with this client to repair any construction issues that they may have with regards to the work that I performed for them.    [redacted] – Austin Dreamscapes

December 30, 2014   I am writing this third response regarding the above referenced complaint.  As I stated in both of my previous emails, this project was completed almost two years ago. I have not been contacted by the complainant until October of this year about any other concerns that they had.   As previously stated I am willing to meet with the clients to try to resolve any additional concerns.  If there are in fact additional repairs needed I was and still willing to make them. However the client’s statement about the patio needing complete tear out and redone is not accurate. The repair items needed are superficial and I can make these additional repairs, if allowed.    At this point it seems as if all they want is for me to pay for another contractor to come out to their home to do more work.  I am unwilling to do this as the project was warranted for one year.  Any additional items that they may want now would be based on a new contract.  Since they do not want me to “Step Foot on their Property” I do not see that we are able to come to any type of agreements to do any additional work at their home.   Please contact me by phone or the email address above to make arrangements meet to discuss if client is willing to meet with me. Otherwise I will consider this matter closed.   Thank you, [redacted]

I am writingin response the above referenced complaint.  I have reviewed the response and pictures thatthe complainant has submitted and as I stated in my last letter, I am more thanwilling to meet with the client to make any additional repairs as necessary.  Unfortunately, I did not receive the emaildated Oct. 15, 2014 otherwise I would have called and come out to the job sitethen.  I apologize for that, however uponreceiving notification from the Revdex.com I tried to meet with the customer bystopping by her house.  I was informed by the client via email datedDecember 7, 2014 that she would contact the police if I came on to herproperty.  All I can do is waiting untilshe is willing to allow me to come out to see for myself with them there tolook at the stone work. I amconcerned that there may have been someone else out trying to make adjustmentsto the stone work. I can see in the pictures that the grout by the fountain isa different color than what I did. I would never make repairs and put greygrout as the project I did was all grouted using the color brown.   Pleasecontact me by phone or the email address above to make arrangements meet todiscuss.  Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:
[redacted] was out several times to attempt to fix the leaks in the fountain and the cracks in the grout throughout the deck.  His company has been the only one to work on both the fountain and the stone deck.  His attempted repairs on the fountain consisted of applying more and more grout/mortar, which does not match the original, to the stones to the point that some stones are barely visible due to all of the gray mortar.  Each repair attempt left everything looking worse and the fountain continuing to leak.  While we appreciate [redacted]'s willingness to make repairs, at this point we believe [redacted] and his company are incapable of doing this type of work and request that he assist financially with the repair of the fountain and deck.  
 
We have received a quote from a reputable company that can properly complete the work for $8,000.  This would include removing the existing fountain to repair the leak and improve its overall appearance; removing the stone and mortar on the deck to properly compact the base; installing rebar (throughout the whole deck) and concrete to prevent settling and replacing the stone.  
 
We paid Austin Dreamscapes a lot of money and have been unhappy with the stone work and stated so early on.  It continues to deteriorate due to improper installation and should not be in this condition after only a little over two years.  We believe we have just cause to ask this company to finance the work so it can be done properly.  
 
Attached please find pictures of the fountain with the attempted repairs with mismatched gray/sloppy mortar.
 
[redacted]