ComplaintsforTown & Country Land Works, Inc.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company installed a **************************************** late summer of 2021. The work was wonderful. There was an agreement that I would likely have the patio sealed in the summer of 2022. This process occurred in August of 2022. Unexpected rain came in during the process which affected the final appearance of the patio leaving it spotty and blotchy looking.leaving it aesthetically unpleasant to say the least. During this situation, I asked the company owner if it didnt turn out appropriately, what were my options? He indicated that he would wash it off. Now that I have asked it to be resolved, he is walking away and leaving me to fix this situation on my own.not being accountable for the low quality outcome that has ruined the look of my once beautiful patio. I am shocked at the lack of professional behavior and ownership displayed in this situation that is major for me to enjoy my outdoors and that I saved money for years to have done. This is unjust and unfair, and I am seeking help.

  Business response

  09/12/2022

  There was an agreement to seal the patio with a wet look high gloss sealer.  The customer was told the exact product that was to be used.  She was also shown at least one picture of a previous job that the exact product was used on.  The process of the application and what the sealer does was explained to the customer and she agreed that this sealer (wet look, high gloss) was what she wanted to proceed with.  After the first coat of the sealer, there was a minor rain shower that only lasted 15 minutes.  The sealer was not affected as it was completely dry and had over 7 hours to dry before the rain.  It was nearly 90 degrees that day and by the time the first coat was completed, we almost decided to wait another 30 minutes to do another coat, but we moved on to complete another job.  We then came back at the end of the rain later that evening.  We assured the customer it was fine and we were all in agreement to continue with the sealing process.  We installed two more coats of sealer in the next two days.  The following day the third coat of sealer was completed, pictures were sent to the customer via text because she was out of town. The patio sealer made the patio look exactly as it was supposed to.  The completed sealer pictures we have of this project were added to our portfolio. Since completion of this project, we have sold two more patio sealing jobs.  These customers were sold by seeing the pictures of this projects wet look high gloss sealer finish.  This project was completed upon the agreement that was made and looked as it should. 

  Customer response

  09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response 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.]

   

  I wanted to attach more photos of the horrible work, but the system wouldnt allow it.  Anyone can see how poor this job turned out.  My patio looks ruined right now.  Come and see for yourself!  I will not accept this poor quality work.
  
  Regards,
  
  *************************

  
  

  Business response

  09/21/2022

  The patio sealer was installed to the specifications on the label.  The job was completed as it should have been.  The customer agreed to do this type of sealer after she was given the product name and a past project picture of what it looks like.  All questions were answered and explained prior to the work beginning.  This is a popular sealer option for homeowners that have a patio.  The product will continue to be used and the job was completed as specified.  

  Customer response

  09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response 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.]

  The attached photo is representative of over half of my patio with a blotchy and unacceptable looking outcome.  This business owner is going to simply say the same response over and over, but at the end of all of it, has ruined the look of my very expensive patio.  No customer would accept this.  I have received two expert opinions who completely agree with my assessment.  If the Better Business Bureau will allow this situation to remain unsupported, that will be incredibly unfortunate for me who has to look at this poor quality work every day.  I will be left with no choice but to take legal action.
  
  Regards,
  
  *************************

  
  

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