Paradigm Landscape Concepts, LLC

5/15/15Hello [redacted] I hope you are well! I was contacted by the Revdex.com recently with a letter expressing your concerns, about the Polymeric Sand in the joints of your current Natural Fieldstone Patio and Walk areasI am sorry that you felt the need to contact themHopefully I can provide you with some helpful information.The original Polymeric Sand was the [redacted] Dust which is recommend for ½” to 4” joints, This Sand was installed in the Spring of In the homeowner expressed concerns about the Larger Aggregate in the sand material and the integrity in different locations in the patio and walk areas In the early to mid part of July, a large portions of the patio’s joints where cleaned out around the pool, spa and walk areas, and where revampedAt this time a new finer Polymeric Sand was installed to these joints in the efforts to repair the concerns about the integrity of the joints between the stone and also to minimize the larger aggregate sand used prior in the jointsAt this point about to dollars of sand was installed to the patio surfacesIn addition to the material, Labor Charges where involved in this repair The material and the repairs where made to show that we where concerned about the homeowners concerns and wanted to show we stood by our product At that point the natural looking Fieldstone Patio and Walk surfaces where still sound and as of the summer of the Walking surfaces where still sound and had not shifted or settled like mentioned in our contract we agreed on in October of So I feel that we have made our efforts to maintain our product in the year warranty we offer to shifting of settling in fieldstone patio and walk installsSince this Natural looking Patio and Walk surfaces are still holding up even through all the elements nature has thrown this patio and walks way So addressing ***s main concernWe cannot project the lifetime of the sand due to the constant changes in the season and weather patterns But these patio and walks, can be rejuvenated by companies such as ours, or other companies, that work with hardscaping products, and scenarios such as this one So these services are available if the right company is hired for the job Thank you for Your TimeJason B

[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 contractor's "repairs" in and were superficial in nature and not done according to the polymeric sand manufacture's specifications The contractor's "repairs" only masked the improper original installation even though he represented to me that it was repaired During his visit to my home in September of 2014, I showed him multiple areas that clearly demonstrated that the original installation and his "repairs" did not correct the issue I have also had an engineer visit the site and confirm that both the original installation and the "repairs" were not done properly Therefore, my original complaint stands Regards, [redacted]

[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 contractor's "repairs" in and were superficial in nature and not done according to the polymeric sand manufacture's specifications The contractor's "repairs" only masked the improper original installation even though he represented to me that it was repaired During his visit to my home in September of 2014, I showed him multiple areas that clearly demonstrated that the original installation and his "repairs" did not correct the issue I have also had an engineer visit the site and confirm that both the original installation and the "repairs" were not done properly Therefore, my original complaint stands Regards, [redacted]

5/28/15I had received and heard ***’s concerns, and [redacted] I appreciate the time you have taken to follow up on my last letter that was presented to you I am sorry we are debating this situation and hope we can find reasonable ending to this debate.I have heard and considered your concerns and your frustrations I personally have had issues around my home in the past so I feel I could possibly relate From what you have expressed to me in past personal conversations and through the Revdex.com documents I have received I have purchased products and material both personally and as the owner of Paradigm Landscape Concepts LLC that have not held up to the manufacturer’s suggested time frames or standards they relay I know you consider the install of the sand material the issue but, the sand material is not a lifetime product and longevity of the sand material can be compromised for a number of different reasons, such as the moisture in the ground or stone material under the patio surface, the winters and climate changes, if the product is under chairs, loungers, or tables which cast shadows and create a damp environment The sand material can break down in a small joint that is only a ¼” thick between a concrete paver or in between natural fieldstone that has larger gapsThis is not just researched information, but over the last few years personal experience For instance, about a month ago we removed the same sand aggregate that another company had installed to a fieldstone patio surface that they installed about three to four years ago because of some minimal flaking that had occurred in certain areas This is a maintenance scenario that can be done by multiple companies to make the areas that you feel need attention, look fresh and new againI hope this creates a new perspective on the situation.Paradigm Landscape Concepts LLC has been a company that is dedicated to working with its clients and providing its clients with honest straight forward work, and we have tried to supply our clients with the highest level work we are able But we are sorry we cannot provide you a free repair to a product when we have no control over its lifespan, and this product is out of warranty We feel that the patio stone surfaces are sound and have been and sJason B

[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: ***
I am rejecting this response because:
As previously stated, and supported by a licensed engineer and now three other landscaping companies, the polymeric sand material was improperly installed. Per the manufactures instructions, the polymeric sand was to be installed the entire depth of the stone pavers - it was not. Paradigm Landscape Concepts filled the joints with mostly cheap crushed stone and then topped off a to 2" joint, with about 1/8-1/4" of polymeric sand. After the material failed within months of installation, Paradigm Landscape Concepts represented to me on two occasions that they properly repaired their incorrect installation. In fact, all that was done was a top coat of new polymeric sand was installed over the incorrect installation. As reported by the licensed engineer who inspected the work, the entire patio needs to be removed, all of the incorrect filler material removed, the stone pavers reinstalled, and a correct installation of the polymeric sand reinstalled. Considering that in total, I have paid Paradigm Landscape Concepts over $125,for work around my home, asking to stand by their work and properly repair their incorrect repairs is not unreasonableI have not, and do not, expect the polymeric sand to last a lifetime. However, I do expect that any work that was done to be done according to proper techniques and in line with manufactures instructions. This was clearly not done, and Paradigm Landscape Concepts needs to repair or reimburse me for the cost of fixing the incorrect installation and repairs
Regards,
*** ***

[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 contractor's "repairs" in 2012 and 2014 were superficial in nature and not done according to the polymeric sand manufacture's specifications.  The contractor's "repairs" only masked the improper original installation even though he represented to me that it was repaired.  During his visit to my home in September of 2014, I showed him multiple areas that clearly demonstrated that the original installation and his "repairs" did not correct the issue.  I have also had an engineer visit the site and confirm that both the original installation and the "repairs" were not done properly.  Therefore, my original complaint stands.
Regards,
[redacted]

5/15/15Hello [redacted] I hope you are well! I was contacted by the Revdex.com  recently with a letter expressing your concerns, about the Polymeric Sand in the joints of your current Natural Fieldstone Patio and Walk areas. I am sorry that you felt the need to contact them. Hopefully I...

can provide you with some helpful information.The original Polymeric Sand was the [redacted] Dust which is recommend for ½” to 4” joints, This Sand was installed in the Spring of 2010. In 2012 the homeowner expressed concerns about the Larger Aggregate in the sand material and the integrity in different locations in the patio and walk areas.   In the early to mid part of July, a large portions of the patio’s joints where cleaned out around the pool, spa and walk areas, and where revamped. At this time a new finer Polymeric Sand was installed to these joints in the efforts to repair the concerns about the integrity of the joints between the stone and also to minimize the larger aggregate sand used  prior in the joints. At this point about 1200 to 1300 dollars of sand was installed to the patio surfaces. In addition to the material, Labor Charges where involved in this repair.  The material and the repairs where made to show that we where concerned about the homeowners concerns and wanted to show we stood by our product.  At that point the natural looking Fieldstone Patio and Walk surfaces where still sound and as of the summer of 2014 the Walking surfaces where still sound and had not shifted or settled like mentioned in our contract we agreed on in October of 2009.  So I feel that we have made our efforts to maintain our product in the 3 year warranty we offer to shifting of settling in fieldstone patio and walk installs. Since this Natural looking Patio and Walk surfaces are still holding up even through all the elements nature has thrown this patio and walks way.  So addressing [redacted]s main concern. We cannot project the lifetime of the sand due to the constant changes in the season and weather patterns.  But these patio and walks, can be rejuvenated by companies such as ours, or other companies, that work with hardscaping products, and scenarios such as this one.  So these services are available if the right company is hired for the job.  Thank you for Your TimeJason B

[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:
As previously stated, and supported by a licensed engineer and now three other landscaping companies, the polymeric sand material was improperly installed.  Per the manufactures instructions, the polymeric sand was to be installed the entire depth of the stone pavers - it was not.  Paradigm Landscape Concepts filled the joints with mostly cheap crushed stone and then topped off a 1 to 2" joint, with about 1/8-1/4" of polymeric sand.  After the material failed within 12 months of installation, Paradigm Landscape Concepts represented to me on two occasions that they properly repaired their incorrect installation.  In fact, all that was done was a top coat of new polymeric sand was installed over the incorrect installation.  As reported by the licensed engineer who inspected the work, the entire patio needs to be removed, all of the incorrect filler material removed, the stone pavers reinstalled, and a correct installation of the polymeric sand reinstalled.  Considering that in total, I have paid Paradigm Landscape Concepts over $125,000 for work around my home, asking to stand by their work and properly repair their incorrect repairs is not unreasonable.I have not, and do not, expect the polymeric sand to last a lifetime.  However, I do expect that any work that was done to be done according to proper techniques and in line with manufactures instructions.  This was clearly not done, and Paradigm Landscape Concepts needs to repair or reimburse me for the cost of fixing the incorrect installation and repairs.
Regards,
[redacted]

[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 contractor's "repairs" in 2012 and 2014 were superficial in nature and not done according to the polymeric sand manufacture's specifications.  The contractor's "repairs" only masked the improper original installation even though he represented to me that it was repaired.  During his visit to my home in September of 2014, I showed him multiple areas that clearly demonstrated that the original installation and his "repairs" did not correct the issue.  I have also had an engineer visit the site and confirm that both the original installation and the "repairs" were not done properly. 
Therefore, my original complaint stands.
Regards,
[redacted]

5/28/15I had received and heard [redacted]’s concerns, and [redacted] I appreciate the time you have taken to follow up on my last letter that was presented to you.  I am sorry we are debating this situation and hope we can find reasonable ending to this debate.I have heard and considered your concerns and your frustrations.  I personally have had issues around my home in the past so I feel I could possibly relate.  
From what you have expressed to me in past personal conversations and through the Revdex.com documents I have received.   I have purchased products and material both personally and as the owner of Paradigm Landscape Concepts LLC that have not held up to the manufacturer’s suggested time frames or standards they relay.   I know you consider the install of the sand material the issue but, the sand material is not a lifetime product and longevity of the sand material can be compromised for a number of different reasons, such as the moisture in the ground or stone material under the patio surface, the winters and climate changes, if the product is under chairs, loungers, or tables which cast shadows and create a damp environment.  The sand material can break down in a small joint that is only a ¼” thick between a concrete paver or in between natural fieldstone that has larger gaps. This is not just researched information, but over the last few years personal experience.   For instance, about a month ago we removed the same sand aggregate that another company had installed to a fieldstone patio surface that they installed about three to four years ago because of some minimal flaking that had occurred in certain areas.  This is a maintenance scenario that can be done by multiple companies to make the areas that you feel need attention, look fresh and new again. I hope this creates a new perspective on the situation.Paradigm Landscape Concepts LLC has been a company that is dedicated to working with its clients and providing its clients with honest straight forward work, and we have tried to supply our clients with the highest level work we are able.  But we are sorry we cannot provide you a free repair to a product when we have no control over its lifespan, and this product is out of warranty.  We feel that the patio stone surfaces are sound and have been and sJason B

5/28/15I had received and heard [redacted]’s concerns, and [redacted] I appreciate the time you have taken to follow up on my last letter that was presented to you.  I am sorry we are debating this situation and hope we can find reasonable ending to this debate.I have heard and considered your concerns and your frustrations.  I personally have had issues around my home in the past so I feel I could possibly relate.  From what you have expressed to me in past personal conversations and through the Revdex.com documents I have received.   I have purchased products and material both personally and as the owner of Paradigm Landscape Concepts LLC that have not held up to the manufacturer’s suggested time frames or standards they relay.   I know you consider the install of the sand material the issue but, the sand material is not a lifetime product and longevity of the sand material can be compromised for a number of different reasons, such as the moisture in the ground or stone material under the patio surface, the winters and climate changes, if the product is under chairs, loungers, or tables which cast shadows and create a damp environment.  The sand material can break down in a small joint that is only a ¼” thick between a concrete paver or in between natural fieldstone that has larger gaps. This is not just researched information, but over the last few years personal experience.   For instance, about a month ago we removed the same sand aggregate that another company had installed to a fieldstone patio surface that they installed about three to four years ago because of some minimal flaking that had occurred in certain areas.  This is a maintenance scenario that can be done by multiple companies to make the areas that you feel need attention, look fresh and new again. I hope this creates a new perspective on the situation.Paradigm Landscape Concepts LLC has been a company that is dedicated to working with its clients and providing its clients with honest straight forward work, and we have tried to supply our clients with the highest level work we are able.  But we are sorry we cannot provide you a free repair to a product when we have no control over its lifespan, and this product is out of warranty.  We feel that the patio stone surfaces are sound and have been and sJason B