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Business Profile

Landscape Contractors

Outdoor Innovations by Patrick Richie Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Two four foot high retaining walls were installed by the company at a cost of $37,000. The walls are stone. There is ground settling that has caused the the patio and landings that were installed by the company above the walls to sink. This is causing trip hazards and safety issues as well as being unsightly. In addition the upper wall now has a gap between stones which suggests that the wall has moved to create the gap.The work is under warranty. I first notified the company in April. Despite numerous text and voice messages sent to them I have not heard from the company.

    Business Response

    Date: 10/09/2024

    The hardscaping has failed due to the earth settling.   This is an act of God and is not covered in our warranty.  This is clearly stated on the signed contract.   I am happy to help this customer with repairs, however,  I will have to charge. 

     

    Thank you,

     

    Patrick Richie

    Outdoor Innovations, ****

    ************

    Customer Answer

    Date: 10/14/2024

     
    Complaint: 22234048

    I am rejecting this response because:

    For legal and contractual purposes acts of god are defined as natural disasters like hurricanes, earthquakes, tornados and floods.  They cannot be caused or controlled by humans. The ground settling in this case is a result of the excavation work you did to install the walls.  It is not an act of god.


    Sincerely,

    ***** *******

  • Initial Complaint

    Date:10/20/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    One of the patio steps that was installed has come loose and the grout along the patio stones have cracked. Given the lifetime warranty on the workmanship, Ive called, texted and emailed Patrick several times over the last few weeks but have not heard a response to get a repair scheduled. I would like Patrick to get in touch and schedule a time to come and repair the work.

    Customer Answer

    Date: 10/25/2023

    Hello - the Company has reached out and expressed a desire and ability to resolve the situation. I am now working directly with Patrick to solve the issue and would like to remove my BBB complaint as Outdoor Innovations response has been more than sufficient to resolve this. Thank you.

  • Initial Complaint

    Date:03/22/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I have been dealing with this issue since the installation several years ago, summer 2014. Every year the stairs that Outdoor Innovations installed fail and come apart. Every year I have to get in touch with them to repair the stairs. Every year it takes months to get the repair made. If it gets done at all in time for summer. I would like them to come up with a permanent solution to the repair. Instead of this seasonal unsuccessful fix. I have been beyond understanding with the process. But it's time to take another route. It's a lifetime warranty and I expect Outdoor Innovations to adhere to that. I still have every text and email to back this up.

    Customer Answer

    Date: 04/28/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************************

  • Initial Complaint

    Date:11/29/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Outdoor Innovations completed a landscaping project for ** in the fall of 2021 which included a retaining wall and stone steps. The overall value of the project was in excess of $80,000. The work has a lifetime warranty for workmanship. This fall, several steps have become loose and represent a trip / fall hazard. I reached out to OI by e-mail on 10/26/22 and 11/25/22 and again by phone on 11/28/22 to have the issue corrected but have received no response from the owner or any of his employees.

    Business Response

    Date: 01/05/2023

    This client states that he will contact you to confirm that the issue is resolved 

    Customer Answer

    Date: 01/06/2023

     
    Better Business Bureau:

    After submitting the complaint back in November, the company did contact me and completed the repairs.

    Thanks for your assistance.

    Sincerely,

    *******************************

Outdoor Innovations by Patrick Richie Inc. is BBB Accredited.

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