The Hardscape Center

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] In response to the person responding for the Hardscape Everything they claim are statements [redacted] Peck knew I had intentions of people parking in front of my houseI don't know of anyone that wouldn'tAnytime people have guess at their house someone is going to park in front of the house To say in the response that he informed me not to have anyone park there is utterly ridiculous I have a model railroad group over every Wednesday and they have to park in front of my houseSo they are lying about telling me they informed me not to allow anyone to park thereMy neighbors even use the front of my house for parking Plus [redacted] Peck agreed to the installation of gravel at the signing of the contract and not later as stated in their responseI never assured them that no one would park in front of my house again is utterly ridiculous statementPlus they repaired it back in June or July when I found the blocks moving and were not glued as they should beThe wall was moving at that time so why didn't they say something then ? I have pictures of the blocks I showed [redacted] that where moving and not gluedThey say in their response they don't know anything about a yr contract So they don't back their work at all ? My problem started less then a month after installed.Again I did NOT select the brick size but only the color as stated in their response I only was specific of the color to match the existing wall on the other side of the ditchBrick size was totally selected by the HardscapeWhen I stopped at the Hardscape Center to find out what was going on, not ignoring their phone calls as stated, Keith only informed me that the block size was to small and they had no intentions of fixing it He never offered to work something out he claimed they fixed it once and they had no intention of fixing it again.The sand swept , it has also been repaired once at the time the crew came to glue my wall like it should have been done the first timeI have pictures of the cracks between the bricks where the sand has sunk down and weeds growing between the bricksTo accuse me of a smear campaign..wow what a statement You NEVER advised me on anything concerning this wall you NEVER told me not to allow parking [redacted] knew before the work even started that people would be parking in front of my houseI can't believe you guys are that dishonest WOW

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
In response to the person responding for the Hardscape Everything they claim are statements. *** Peck knew I had intentions of people parking in front of my houseI don't know of anyone that wouldn'tAnytime people have guess at their house someone is going to park in front of the house. To say in the response that he informed me not to have anyone park there is utterly ridiculous I have a model railroad group over every Wednesday and they have to park in front of my houseSo they are lying about telling me they informed me not to allow anyone to park there. My neighbors even use the front of my house for parking . Plus *** Peck agreed to the installation of gravel at the signing of the contract and not later as stated in their responseI never assured them that no one would park in front of my house again is utterly ridiculous statement. Plus they repaired it back in June or July when I found the blocks moving and were not glued as they should beThe wall was moving at that time so why didn't they say something then ? I have pictures of the blocks I showed *** *** that where moving and not glued.
They say in their response they don't know anything about a yr contract. So they don't back their work at all ? My problem started less then a month after installedAgain I did NOT select the brick size but only the color as stated in their response I only was specific of the color to match the existing wall on the other side of the ditchBrick size was totally selected by the Hardscape.
When I stopped at the Hardscape Center to find out what was going on, not ignoring their phone calls as stated, Keith only informed me that the block size was to small and they had no intentions of fixing it. He never offered to work something out he claimed they fixed it once and they had no intention of fixing it againThe sand swept , it has also been repaired once at the time the crew came to glue my wall like it should have been done the first timeI have pictures of the cracks between the bricks where the sand has sunk down and weeds growing between the bricks..
To accuse me of a smear campaign..wow what a statement. You NEVER advised me on anything concerning this wall you NEVER told me not to allow parking*** knew before the work even started that people would be parking in front of my houseI can't believe you guys are that dishonest. WOW

To: Revdex.com Complaint DepartmentAt The Hardscape Center, we pride ourselves on high quality work and high customer satisfaction. We regret any time someone feels disappointed by us (it doesn’t happen often) and do our best to rectify the situation. With that said, we do not know what else we could have...

possibly done for [redacted] as a potential customer.Our process is pretty simple: someone calls, we provide a free proposal, make changes as needed, contract is signed then work is completed. After much back and forth with [redacted] since June, we remain at the proposal stage of the process. I tried repeatedly to establish a decisive plan for her project but after many, many conversations she simply could not make up her mind and the process did not move forward. In the meantime, we have become booked through the summer and well into fall and are unable to meet her project’s Sept 1st deadline.After receiving two initial proposals, [redacted] responded with interest in moving forward but with some changes. No problem. She also requested us pricing out several more options. Again, no problem – we love when jobs grow in scope and are always happy to explore options. We discussed five additional quotes on June 19th, during which she verbally agreed to at least complete the cleaning and sealing portion of the project. We did not hear from her again until July 10th.On July 10th, [redacted] called and re-discussed much of what we covered on June 19th including redoing the front sidewalk. She indicated that she had spoken to a masonry company (completely different trade and skill-set than hardscapes) who told her that pavers should be set in mortar. We told her that while this can be done it is not the proper way to install pavers thus not advised. Because of the discrepancy in opinions, she was uncertain about proceeding and indicated she would like to replace the sidewalk instead of just repairing it as originally priced. Given the revised project details, we sent yet another revised quote.With her deadline in mind I expressly asked if she would be continuing with us and, if so, we needed to get started. To get started on any job, we require a signed contract and request half payment upfront. [redacted] indicated she wanted to proceed with us but was uncomfortable with the payment terms. She wanted to pay in full upon job completion. Though we do not prefer this method, we told her we would allow it. I made it clear that while we would not require half payment upfront we would and DO require a signed contract to begin.We did not hear from [redacted] again until July 26th.During the lag in her communication, our schedule back logged beyond her Sept 1st deadline. Upon informing her of this she became very angry and stated that we should have already had her on the schedule. We politely re-explained that we do not add jobs to our schedule without a signed contract, which she had not submitted. She implied that this was our fault because she did not have a contract with “everything” on it. Given the extensive back-and-forth we don’t even know what “everything” could possibly mean. We apologized for not being able to do her work (though do not actually feel at fault) to which she called us “ridiculous” and said “good luck in business”. An hour or two later she forwarded an email from the Revdex.com Complaint Department confirming receipt of her complaint and that it was under review.Per her request to be “treated with the same respect and consideration that they give all their other customers” - despite the implication that she knows how our other customers are treated, the fact is [redacted] has received treatment above and beyond our routine. We have over 8 hours invested into her without a penny of compensation, triple the typical amount at the proposal point in the process. We visited her home to take pictures and measurements for the proposal, shared at least 4 different lengthy phone calls, and provided numerous price revisions and email correspondence.Furthermore, it is certainly not in our best interest to “lead someone on” or “blackball” potential customers. We could never have survived fourteen years in business operating like that! If anything, we’re the one being led on in this exchange. With each conversation I’m led to think she is serious about proceeding, but it never happens.Again, I am sorry if [redacted] feels disappointed but we do not know what else we could have possibly done for her as a potential customer.See attached Email Correspondence

Thank you for the opportunity to address the complaint filed
by [redacted] [redacted]. Upon reading Mr. [redacted] Statement of the Problem, we are
shocked by the fabricated account of events. The Hardscape Center has been in
business for over ten years. We did not get this far by doing sub-par work....

We
hold ourselves to the highest of industry standards and complete our work with
integrity and quality craftsmanship. We cannot be held responsible when a
customer improperly treats our installations and we cannot be held accountable
when someone lies to us about their intended use of an installation. Per Mr.
[redacted] written complaint: First, yes, we were “contracted to stall (sic) a
front porch, sidewalk, and small retaining wall”. The job also included a small
retaining wall on a ditch line. We completed the installation and Mr. Miller
was very happy with the results. “My problem is the small retaining is moving
when people park near it.” People should not be parking anywhere near the
retaining wall. In most cases, unless explicitly designed for such use,
retaining walls are not meant to be parked upon or near. Had this been the
intention, the job would have required different substrate and structural
reinforcement. Had we been told the area was to be used for parking we would
have completed the job differently. (In fact, we were ASSURED the area would be
not used for parking.) We were NEVER contracted to install a parking/driving
area, only a retaining wall. The one retaining wall in question is in close
proximity to the road. Upon completion of the job the area was filled with
dirt. Mr. [redacted] requested the area above the wall to be filled in with gravel.
We warned that this might make the area look like a parking area because of its
proximity to the road. Mr. [redacted] said he would definitely not be using the
area for parking, he simply didn’t want to maintenance any weeds, grass, etc.
that may come up if it were left as dirt. I repeat: Mr. [redacted] ASSURED US that
this area would not be used for parking/driving in any manner whatsoever. “I’ve
asked the Hardscape to fix it but they refuse.” We, very reasonably, refuse to
fix a problem we did not create. “I have a two year contract agreement with
them.” We have no idea what this is. We do not and have never done two-year
contract agreements. “I contacted them back in Oct 2015 and by certified letter
January 12, 2016. I never heard from them until I stopped by and they said they
would not repair my wall.” We repeatedly called Mr. [redacted] and left several
messages – we even spoke with his mother on one occasion when we called - but
he does not answer nor return our calls. Instead he comes by our office, which
is fine. During the last conversation between Mr. [redacted] and owner Keith Peck
at The Hardscape Center office, Mr. [redacted] was told again that the area is not
appropriate for parking (he was also informed that we have pictures proving
people have parked there) to which he replied “So what if I’m using it for
parking – it should hold up.” It will not hold up. It is not appropriate for
parking. We do not know how to make this any clearer. The first time Mr. [redacted] complained about the wall we went to his house to address the issue. We
discovered people were parking up against the wall and informed him that this
was the problem. He denied anyone was parking on the area. On a second and
third occasion, Mr. [redacted] has denied that anyone is driving/parking on the
area. “They claim the blocks used to build the wall are to (sic) small and
that’s why the wall is moving.” The wall blocks are perfectly appropriate for a
garden wall, as contracted. They are too small to withstand a parking area,
which he is inappropriately using the area as. “I did not select the blocks the
Hardscape Center did. I only selected the color.” Mr. [redacted] had very specific
requests regarding the wall block style and color as he hoped to match the
existing wall on the opposite side, which we have pictures of. We helped inform
his decision, as we do for all of our customers. “When I contracted them to do
the work, they agreed to install rock between the wall and the road until I
could get around to paving the area. So they knew people would be parking next
to the wall.” This is false. We were never informed the area would be used for
parking. The gravel application was a change-order and done after the initial
job completion per Mr. [redacted] request. “They chose the wrong size blocks for
this wall not me so they are responsible for fixing the wall per 2 year
contract.” First, we did not independently choose the wall block size. Second,
it is not the wrong size for a garden wall. Lastly, we have no idea what the 2
year contract refers to. We have neither such contract nor warranty in place.
Regarding Desired Settlement: “The correct size blocks need to be installed by
the Hardscape Center, they chose the block size. This is a mistake by the
Hardscape Center not me. The grout in my side walk is also coming out and needs
repair again. If the Hardscape Center doesn’t want to fix it I’ll find someone
that will then I’ll send them the bill. Up to them.” If Mr. [redacted] is
interested in converting the installed retaining wall into a parking area, we
would be happy to price out the job accordingly. We did not make any mistakes
in completing this job. The problem arose with improper use of our
installation. Regarding the “grout” – it is not grout. It is sand swept between
the pavers, as is done for every correctly installed paver application. We
investigated this issue once already, at his request, but found no issue. It is
not falling apart. There is literally nothing that can or should be done
because nothing is wrong. We have already informed him of this. We feel that
Mr. [redacted] is fabricating details to attempt a smear campaign against us
because he is frustrated by the situation. We have done our very best to
resolve this issue with Mr. [redacted] but we cannot help when someone has gone
against our advise, misused and damaged our installation by their own actions.
We regret that this issue with Mr. [redacted] has snowballed into something much
larger than necessary. Thank you, Revdex.com, for your time in
resolving this matter.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
In response to the person responding for the Hardscape  Everything they claim are false statements.  [redacted] Peck knew I had intentions of people parking in front of my house. I don't know of anyone that wouldn't. Anytime people have guess at their house someone is going to park in front of the house.   To say in the response that he informed me not to have anyone park there is utterly ridiculous . I have a  model railroad group over every Wednesday and they have to park in front of my house. So they are lying about telling me they informed me not to allow anyone to park there. My neighbors even use the front of my house for parking .  Plus [redacted] Peck agreed to the installation of gravel at the signing of the contract and not later as stated in their response. I never assured them that no one would park in front of my house again is utterly ridiculous statement. Plus they repaired it back in  June or July when I found the blocks moving and were not glued as they should be. The wall was moving at that time so why didn't they say something then ?  I have pictures of the blocks I showed [redacted] that where moving and not glued. They say in their response they don't know anything about a 2 yr contract.  So they don't back their work at all ?  My problem started less then a month after installed.Again I did NOT select the brick size but only the color as stated in their response I only was specific of the color to match the existing wall on the other side of the ditch. Brick size was totally selected by the Hardscape. When I stopped at the Hardscape Center to find out what was going on, not ignoring their phone calls as stated, Keith only informed me that the block size was to small and they had no intentions of fixing it.  He never offered to work something out he claimed they fixed it once and they had no intention of fixing it again.The sand swept  , it has also been repaired once at the time the crew came to glue my wall like it should have been done the first time. I have pictures of the cracks between the bricks where the sand has sunk down and weeds growing between the bricks.. To accuse me of a smear campaign..wow what a statement.  You NEVER advised me on anything concerning this wall you NEVER told me not to allow parking. [redacted] knew before the work even started that people would be parking in front of my house. I can't believe you guys are that dishonest.  WOW

Review: I contracted The Hardscape Center to stall a front porch , sidewalk and small retaining wall along my from ditch. The retaining wall is between the road and ditch in front of my house. My problem is the small retaining wall is moving when people park near it. I've asked the Hardscape to fix it but they refuse. I have a two year contract agreement with them. I contacted them back in Oct 2015 and by certified letter January 12 2016. I never heard from them until I stopped by and they said they would not repair my wall. . They claim the blocks used to build the wall are to small and that's why the wall is moving. I did not select the blocks the Hardscape Center did. I only selected the color. When I contracted them to do the work, they agreed to install rock between the wall and the road until I could get around to paving the area. So they knew people would be parking next to the wall. They chose the wrong size blocks for this wall not me so they are responsible for fixing the wall per 2 year contract. .Desired Settlement: The correct size blocks need to be installed by the Hardscape Center, they chose the block size. This is a mistake by the Hardscape Center not me. The grout in my side walk is also coming out and needs repair again. If the Hardscape Center doesn't want to fix it I'll find someone that will then I'll send them the bill. Up to them.

Business

Response:

Thank you for the opportunity to address the complaint filed

by [redacted]. Upon reading Mr. [redacted] Statement of the Problem, we are

shocked by the fabricated account of events. The Hardscape Center has been in

business for over ten years. We did not get this far by doing sub-par work. We

hold ourselves to the highest of industry standards and complete our work with

integrity and quality craftsmanship. We cannot be held responsible when a

customer improperly treats our installations and we cannot be held accountable

when someone lies to us about their intended use of an installation. Per Mr.

[redacted] written complaint: First, yes, we were “contracted to stall (sic) a

front porch, sidewalk, and small retaining wall”. The job also included a small

retaining wall on a ditch line. We completed the installation and Mr. Miller

was very happy with the results. “My problem is the small retaining is moving

when people park near it.” People should not be parking anywhere near the

retaining wall. In most cases, unless explicitly designed for such use,

retaining walls are not meant to be parked upon or near. Had this been the

intention, the job would have required different substrate and structural

reinforcement. Had we been told the area was to be used for parking we would

have completed the job differently. (In fact, we were ASSURED the area would be

not used for parking.) We were NEVER contracted to install a parking/driving

area, only a retaining wall. The one retaining wall in question is in close

proximity to the road. Upon completion of the job the area was filled with

dirt. Mr. [redacted] requested the area above the wall to be filled in with gravel.

We warned that this might make the area look like a parking area because of its

proximity to the road. Mr. [redacted] said he would definitely not be using the

area for parking, he simply didn’t want to maintenance any weeds, grass, etc.

that may come up if it were left as dirt. I repeat: Mr. [redacted] ASSURED US that

this area would not be used for parking/driving in any manner whatsoever. “I’ve

asked the Hardscape to fix it but they refuse.” We, very reasonably, refuse to

fix a problem we did not create. “I have a two year contract agreement with

them.” We have no idea what this is. We do not and have never done two-year

contract agreements. “I contacted them back in Oct 2015 and by certified letter

January 12, 2016. I never heard from them until I stopped by and they said they

would not repair my wall.” We repeatedly called Mr. [redacted] and left several

messages – we even spoke with his mother on one occasion when we called - but

he does not answer nor return our calls. Instead he comes by our office, which

is fine. During the last conversation between Mr. [redacted] and owner Keith Peck

at The Hardscape Center office, Mr. [redacted] was told again that the area is not

appropriate for parking (he was also informed that we have pictures proving

people have parked there) to which he replied “So what if I’m using it for

parking – it should hold up.” It will not hold up. It is not appropriate for

parking. We do not know how to make this any clearer. The first time Mr. [redacted] complained about the wall we went to his house to address the issue. We

discovered people were parking up against the wall and informed him that this

was the problem. He denied anyone was parking on the area. On a second and

third occasion, Mr. [redacted] has denied that anyone is driving/parking on the

area. “They claim the blocks used to build the wall are to (sic) small and

that’s why the wall is moving.” The wall blocks are perfectly appropriate for a

garden wall, as contracted. They are too small to withstand a parking area,

which he is inappropriately using the area as. “I did not select the blocks the

Hardscape Center did. I only selected the color.” Mr. [redacted] had very specific

requests regarding the wall block style and color as he hoped to match the

existing wall on the opposite side, which we have pictures of. We helped inform

his decision, as we do for all of our customers. “When I contracted them to do

the work, they agreed to install rock between the wall and the road until I

could get around to paving the area. So they knew people would be parking next

to the wall.” This is false. We were never informed the area would be used for

parking. The gravel application was a change-order and done after the initial

job completion per Mr. [redacted] request. “They chose the wrong size blocks for

this wall not me so they are responsible for fixing the wall per 2 year

contract.” First, we did not independently choose the wall block size. Second,

it is not the wrong size for a garden wall. Lastly, we have no idea what the 2

year contract refers to. We have neither such contract nor warranty in place.

Regarding Desired Settlement: “The correct size blocks need to be installed by

the Hardscape Center, they chose the block size. This is a mistake by the

Hardscape Center not me. The grout in my side walk is also coming out and needs

repair again. If the Hardscape Center doesn’t want to fix it I’ll find someone

that will then I’ll send them the bill. Up to them.” If Mr. [redacted] is

interested in converting the installed retaining wall into a parking area, we

would be happy to price out the job accordingly. We did not make any mistakes

in completing this job. The problem arose with improper use of our

installation. Regarding the “grout” – it is not grout. It is sand swept between

the pavers, as is done for every correctly installed paver application. We

investigated this issue once already, at his request, but found no issue. It is

not falling apart. There is literally nothing that can or should be done

because nothing is wrong. We have already informed him of this. We feel that

Mr. [redacted] is fabricating details to attempt a smear campaign against us

because he is frustrated by the situation. We have done our very best to

resolve this issue with Mr. [redacted] but we cannot help when someone has gone

against our advise, misused and damaged our installation by their own actions.

We regret that this issue with Mr. [redacted] has snowballed into something much

larger than necessary. Thank you, Revdex.com, for your time in

resolving this matter.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

In response to the person responding for the Hardscape Everything they claim are false statements. [redacted] Peck knew I had intentions of people parking in front of my house. I don't know of anyone that wouldn't. Anytime people have guess at their house someone is going to park in front of the house. To say in the response that he informed me not to have anyone park there is utterly ridiculous . I have a model railroad group over every Wednesday and they have to park in front of my house. So they are lying about telling me they informed me not to allow anyone to park there. My neighbors even use the front of my house for parking . Plus [redacted] Peck agreed to the installation of gravel at the signing of the contract and not later as stated in their response. I never assured them that no one would park in front of my house again is utterly ridiculous statement. Plus they repaired it back in June or July when I found the blocks moving and were not glued as they should be. The wall was moving at that time so why didn't they say something then ? I have pictures of the blocks I showed [redacted] that where moving and not glued.