Landscape & Design Center

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The Company responded that they had not been contacted about this problem and thought it had been resolvedPam Mc G [redacted] and I had an email conversation part of which states: From me: "...there is a problem with the grout on the patioIt is soft and bubblyIt should be hard and solid by now It was not done properlyIt needs to be replaced or repaired." From MsMcG***: "The grout will not set completely until the weather warms up and the humidity dropsBut, we use this product all the time and don't have any problems with it." I had let the Company know on numerous occasions that there were problems with the groutThe grout is not hard or solid, as she statedThe problems have not been resolvedThe grout has not setIn fact, as I stated in my original complaint, there are places that have washed away because of the sandy mixture which was applied by the CompanyOther places are so soft that they are displaced by broom sweeping; other areas are moldy or growing mossThe Company's response noted that the soft nature of the grout will "not undermine the integrity of the product." The integrity has certainly been compromised, as can be seen in the attached photos.It was never explained to me by the Company that the grout I was being sold would not stay in tactI was told it would become set and solid over timeIt has not done so, either due to an inferior product or incorrect installationThis problem needs to be rectified with replacement of a quality product, or payment for a repair and replacement product Regards, [redacted] ***

March 23, 2015This letter is in response to Revdex.com complaint # ***,
Thank you for making us aware the complaintWe have not been contacted by the clientLandscape and Design Center (LDC) did responded to this issue last year and in fact portions of the polysand
filler for the patio were replaced and repaired as per agreement between LDC and the clientWe also met on site with the client and a representative of the polysand product and to address the clients concerns regarding the polysand treatmentWe reassured her that it is a flexible filler, and in shady situations, or areas that hold subsurface moisture, that it can be softThis, however, this does not undermine the integrity of the productThe polysand function is to prevent weeds from growing in the jointsWe have explained this on several occasions to the client.We also informed the client, that there could be a slight color variant between the previously installed polysand and the areas that were to be repaired, as agreed on by the clientWe have used the same color grout that was originally installed.At the time of the meeting, or the multiple site visits, the stability of the patio has never been issue, nor was it discussedAt the time of the repair the patio was fully intact and there were no loose stonesLandscape and Design Center was under the impression that this situation was resolved with the last site visitAs stated earlier, we had not been contacted by the client, before the Revdex.com complaintThe clients desired outcome, to remove all the filler and replace, will not change the fact that some of the filler will be soft, due to site considerations of sub surface moisture, and shadeSincerely,
Landscape & Design Center

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The Company responded that they had not been contacted about this problem and thought it had been resolved. Pam Mc G[redacted] and I had an email conversation part of which states: From me: "...there is a problem with the
grout on the patio. It is soft and bubbly. It should be hard and solid by now.
It was not done properly. It needs to be replaced or repaired." From Ms. McG[redacted]: "The grout will not set
completely until the weather warms up and the humidity drops... But, we use
this product all the time and don't have any problems with it." I had let the Company know on numerous occasions that there were problems with the grout. The grout is not hard or solid, as she stated. The problems have not been resolved. The grout has not set. In fact, as I stated in my original complaint, there are places that have washed away because of the sandy mixture which was applied by the Company. Other places are so soft that they are displaced by broom sweeping; other areas are moldy or growing moss. The Company's response noted that the soft nature of the grout will "not undermine the integrity of the product."  The integrity has certainly been compromised, as can be seen in the attached photos.It was never explained to me by the Company that the grout I was being sold would not stay in tact. I was told it would become set and solid over time. It has not done so, either due to an inferior product or incorrect installation. This problem needs to be rectified with replacement of a quality product, or payment for a repair and replacement product.
Regards,
[redacted]