Surface America, Inc

The party who wrote the complaint has a very slanted view of this situation.  Surface America has...

always been willing to take care of that portion of the project for which we were hired and therefore responsible.  We remain willing to do so.  Unfortunately, that was not good enough.  There are problems at the site which occurred due to the site design, which Surface America had nothing to do with, and site work for which we had nothing to do with.  They would only accept us also "cleaning up the mess" created by others, which was the overwhelming majority of the corrective work required.

It is important to keep in mind that Surface America has been in business for 24 years and have literally thousands of jobs under warranty and have always gone above and beyond to make sure that the client is satisfied.  However, we will not be bullied by a contractor that just doesn't want to face the facts.  We have always been willing to cover any and all of the costs related to the small area of failure to the sub-base that we were responsible for installing.  We will not cover failure to the sub-base that we did not install and was not in our scope of work.  This is a very clear cut situation.   Respectfully,Jim D[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have provided the invoices for what they committed to do.  In the invoice they generated, they were to excavate and install a crushed stone sub base 4" think over which they would install the PIP materials.  They did not excavate.  They did not install crushed stone.  We paid another provider to come to the site and repair the poor work Surface America did.  They can promise a commitment to whatever they want.  The truth of the matter is in the details (and the pictures).  They did not fulfill the scope of work as written by them on their own invoicing.  When told that what had been done on site did not fulfill their paid invoice, they balked.  They promised only to repair a very limited area, and were not going to address the sub base they did not install correctly.  They didn't use crushed stone that meets their own requirements (URL posted in original complaint).  They didn't excavate.  They didn't compact the sub base.  To avoid having to deal with us, they blocked any email coming from my company domain.  This is a company that we will never do business with again and anyone who chooses to do their due diligence before hiring this company should read this complaint and take heed before giving Surface America a single penny.  If they had any intention of honoring their supposed "warranty" they would have come out and inspected the "sub base" their team did. But they didn't.  And when we provided them with evidence of what was actually done, they blamed it on us.  We even sent them the drainage plan and elevation measurements for the remainder of the play area where our installer did the sub base work to show them the slope and drainage paths.  They should have excavated for the sub base like they charged us for doing, then the site would not have had the problems it did.  They should, at the very minimum, refund us what we paid them for the work they actually failed to do.  They should have taken care of the actual problem, not just try to get out of it without any cost for their failures.  They have cost themselves any business we would have ever done with them in the future, and that of anyone who ever asks us for a reference for PIP installers.
Regards,
[redacted]

I have attached the invoices we paid to Surface America which show our headquarters address (McKinney, TX), their address (Williamsville, NY) and the location of the job site (Carrollton, TX).