Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-13-2021 I contracted with Advanced Drainage to address the drainage issue in my front lawn. The contract was for $13,701.50 that included a 5 year warranty. After some time they came back to address my continued drainage issues and put in some addition drains to correct the problem.Yesterday **** came out to my house to look at a large area in my front yard that is still not draining properly. He said that this is a water saturation issue that is not covered under the warranty and that it would cost approximately $8000.00 to put in a french drainage system to correct this problem. My contention is that this should have been done at the beginning of the job and/or they should come back and fix my issue at no charge.

  Business Response

  Date: 03/25/2025

  Thank you for reaching out and sharing concerns. We value feedback and take customer satisfaction seriously. We want to address the complaint and clarify a few points regarding the drainage system installed on your property.
  After reviewing the photos you provided, we observed that the water in your yard is pooling during rain events. It's important to note that the water is simply puddling due to temporary conditions during rainfall. Once the rain subsides, the water generally dissipates or flows downhill, as designed. The system was intended to manage extreme stormwater runoff, but it does not guarantee that water will never flow across your yard. The system is designed to mitigate heavy stormwater concerns and prevent long-term water accumulation, not to eliminate all instances of water movement, which can sometimes be influenced by factors like ground saturation and rainfall intensity.
  

  Regarding concerns about water saturation, it's important to recognize that this issue was not part of the original scope of work.  A water saturation issue often arises from soil conditions and other factors unrelated to stormwater runoff, and unfortunately, this type of problem is not covered under the warranty. ***** recommendation for a French drainage system is an option that could help alleviate some of the saturation problems, but it comes with additional costs due to the additional scope of the work required.  Please review photos from the most recent inspection on March 12, 2025.  Photos were taken 1-2 days after a substantial rain. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23065171
  
  I am rejecting this response because: I do not believe my drainage issues have been resolved. Advanced Drainage indicated to me that they could resolve my drainage problems and they have not done that. I cannot get a lawnmower thru my grass without leaving ruts in my lawn. i feel like I have spent a substantial amount of money on this project and not achieved good results. I am not a satisfied customer. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/14/2025

  Thank you for your response.

  Through our years of experience, we've come to understand the importance of setting clear expectations. It's not uncommon for homes and properties to have multiple drainage issues, and while our solutions can greatly improve many of these concerns, some challenges are caused by factors beyond the scope of what we can resolve. Because of this, we are careful not to guarantee a complete resolution of all drainage problems. While our representatives are well-trained to communicate this clearly, we also provide written terms and conditions to ensure every customer has a clear and accurate understanding of the expected performance and scope of our services.

  
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23065171
  
  I am rejecting this response because: When I had Advanced come to my home originally, the saleperson was only focused on being able to take care of my drainage issues. No one ever mentioned anything about water saturation and not being able to resolve my problem. I am positive that in any contract there are always some clauses that gives the company an out. Advanced never indicated that I might have issues that could not be fixed. I feel that I was misled.

  
  Sincerely,
  
  ******* *******