Complaints

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• Initial Complaint

  Date:10/25/2024

  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.

  We entered into a contract with Jones Service Group to provide the following scope: 1) Paver Patio with border, 2) firepit with seat wall and 2 pillars, 3) 2 steps with landing coming from our back door onto patio, and 4) removal and disposal of existing deck. We agreed through contract to pay $16,900 for the aforementioned scope. The Jones Service Group started the removal of decking material on June 17, 2024 and completed the paver installation on June 27, 2024. Approximately July 25, 2024 we started noticing some of the pavers dipping as well as one of the columns was starting to shift. The Jones Service Group came back out to attempt to make repairs, however the problem was not corrected as we continued to see dipping of pavers. Additionally around August 12, 2024 we started to notice the steps and landing that they installed starting to settle significantly to the point that all of the poly sand in the joints was exposed. The Jones Service Group returned only one time to correct the issues and have thus far refused any additional repairs even though our contract clearly states that this is a warranty issue that must be corrected. I have made repeated attempts to explain the issues we are having and request that he return to make the modifications. The Jones Service Group has refused to do what they are contractually required to do. I'm not asking to be reimbursed any money, I'm simply asking that the issues of sinking pavers, slanted columns and settling steps and landing be corrected.

  Business Response

  Date: 11/06/2024

  I have been in business for 35 years and this is the first BBB complaint I have ever had. This is the first one and in my opinion it is one too many as we value our relationships with our numerous clients. What I have learned from this is that everyone is not honest and some people are unreasonable to work with. We have been violently verbally abused, lied to about any modifications (which I have the text threads) which can be provided about what can cause this and was told that no edge restraints have been removed. That was a lie. I can also provide statements from two manufacturer reps will attest that this action will cause these issues. I also explained the steps are heaving upwards which is caused by rodents burrowing, in which you mentioned you had a mice problem under your deck and that they have gotten into your basement through the foundation. During excavation we did see evidence of a mice infestation and mentioned that to you.  Due to the modification and alteration in the paver system by another contractor voids any warranty. However I was willing to make adjustments for you as the following email thread shows. You contacted me after hours 532 pm and 830 pm as the email shows. This type of sand is applied with water saturation, and rain does not affect it, as I mentioned to you. My response to this is the same as the email that I sent to you and will be enclosed in this thread. The following is the email thread, and what led up to the BBB Complaint:

  ****,

  Inwill make the adjustments for all, but cannot redo any of the poly sand, except for adjusted areas.
  To be fair the steps are heaved upward so 99 percent of the time that is caused by a rodent(mouse) burrowing underneath. Which I will still adjust for you. If you want poly sand added Inwill do at a T&M rate which we can discuss. 
  Let me know asap as our winter rates are booking out our schedule rapidly.
  Sent from my iPhone

  Dennis
  
  
  
  
  
  **** ********
  Oct 13, 2024, 3:22?PM
  
  
  
  to me
  
  
  
  
  
  
  
  Dennis,
  
  
  So to be clear, you are saying that you will do the poly sand on the areas that you will make the adjustments (steps, pillar, and each of the areas where we have the footers), however will not add poly sand to the areas on the patio that you installed where the sand has washed away??  Am I understanding this correctly? I will remind you that immediately after you installed the patio we received 2 days of torrential downpours.  With this in mind, why would you not replace any of the poly sand that has washed away from your install?  Much like the other items (steps, pillar, footers) this is a warranty issue.
  
  
  We need to get all of these repairs scheduled.  I will be taking off work so that I can be here when you make the repairs.  Please let me know when this can be scheduled as my work calendar is extremely busy.
  
  
  
  
  
  **** ********
  Oct 22, 2024, 12:42?PM
  
  
  
  to me
  
  
  
  
  
  
  
  Dennis,
  
  
  I have not received a response to my email on 10/13.  As you stated, your time is booking up so we need to get the warranty repairs scheduled.  Can you please respond to the questions I posed in my last email and let me know some availability for coming out to make the repairs?  As a reminder, I will need to be here when the repairs are made.
  
  
  
  
  
  **** ********
  Oct 24, 2024, 12:42?PM (13 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  Dennis,
  I’m asking that you provide a response to my last 2 emails by end of the day tomorrow. If I do not receive a response by then, we will be getting another contractor in to make the repairs and will then back charge you for the work through the legal system, as you are in breach of contract. I do not want to take this next step, however your lack of response as to your approach and getting the work scheduled will leave me no choice. 
  
  
  
  
  
  Dennis Jones
  Oct 24, 2024, 1:54?PM (13 days ago)
  
  
  
  to ****
  
  
  
  
  
  
  
  It’s better to text. I’m out in the field and don’t always have access to my emails. I am waiting for your response from my last email. You haven’t agreed to what I proposed. 
  
  
  
  
  This is serving also to inform you I will not be paying any other contractor. 
  Let me know or I’m closing this job out. 
  
  
  I made an offer to help you even though you have voided your warranty by the alterations you have made. 
  
  
  I definitely would want you to be there so there not another crazy accusation about trespassing. Also I will be having an agreement written up , which your wife can review. 
  We will not tolerate any verbal abuse or harassment which has occurred three times already working your job. 
  I will need a reply and that you are agreeing to what I proposed asap. 
  
  
  
  
  
  
  
  Sent from my iPhone
  Dennis Jones
  
  
  
  
  **** ********
  Oct 24, 2024, 8:34?PM (13 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  I attempted to call you this afternoon, however you did not answer and have not returned my call, so I will respond again via email.  You mention that you have not received a response to your email on 10/9 however in fact I have sent you 2 emails in response.  The first response was sent on 10/13 and the second response was sent to you on 10/22.  I am happy to provide you with evidence of these emails if you have deleted them.  Because you continue to refuse to respond or agree to schedule the needed repairs, a complaint has been filed with the Better Business Bureau against Jones Service Group, LLC for negligence (as you can see from the attached image).  I have been extremely cordial with you throughout this entire ordeal.  I have attempted to civilly work through the issues that we are having on the patio, clearly identifying the problems.  Your continual statements that you will only repair portions of the patio and not include any poly sand, or claims that the issues with the steps are caused by rodents are ridiculous and shows your misunderstanding of the contract in hand.
  
  
  This is my last and final attempt to clearly tell you my expectations for the repairs that need to be made.  If you don't agree to make these repairs and quickly get the work scheduled then I will be pursuing legal action as we have already engaged an attorney to clearly understand our rights in this situation.
  
  
  The repairs that should be made include the following:  
  
  
  1. All pavers above the footers that you dug need to be removed, additional sand added to the footer area, all areas compacted, pavers reinstalled and poly sand added to the joints
  2. The column that you installed and attempted to correct is continuing to shift.  The column needs to be removed and the base compacted.  Then the column needs to be re-installed and poly sand added to the joints
  3. The steps leading to the backdoor need to be removed, additional base added and re-compacted.  Then the steps need to be re-installed
  4. All areas where repairs are made as well as any area on the patio where the poly sand has been washed away, needs to have more poly sand added.  You will not use cheap poly sand for these repairs.  You quoted the black Gator poly sand and that is what we paid for, so that is what will be used on these repairs and anywhere else on the patio that the sand has washed away.
  
  
  I have attached photos showing all of the issues to this email for documentation purposes.  These same photos were also included as part of the claim that was just filed with the BBB.  We have been advised that if these repairs are not agreed to and scheduled, then we will be scheduling one of the 3 contractors that has reviewed your work to make the repairs and will be sending the bill to Jones Service Group LLC at 10959 Appaloosa Dr, Walton KY 41094.
  
  
  Your response to this email is required by 5:00 pm on 10/25.
   sinking paver with an inch of water holding.JPG
  
  
  7 Attachments • Scanned by Gmail
  
  
  
  
  
  
  
  
  
  
  
  Dennis Jones  
  Oct 25, 2024, 9:34?AM (12 days ago)
  
  
  
  to ****
  
  
  
  
  
  
  
  **** 
  
  
  I am writing in response to your recent phone call after business hours and your text message sent at 8:35 PM. Please note that our business operates within standard hours, and we are not available 24 hours a day.
  Regarding your concerns, I have responded to each of your emails, and there is documented correspondence for every communication we’ve had. Additionally, I retain all previous text messages, in which there are clear inconsistencies from both you and your wife regarding the removal of the edge restraint and the modifications made to the paver system. After requesting a price for the added seatwall, It was brought to my attention through a text with your wife, that these changes were made by you and your father, and just recently told the truth that it appears my worker was solicited by you to perform this work off the books in exchange for cash, which is not only unethical but also illegal. Then when I was called to return to job site to inspect the movement of poly sand weeks later, there still remained no poly sand installed in the areas where modifications were done. 
  As I previously informed you, any modifications or alterations to the paver system made by another contractor void the warranty. I am glad to provide the statements by the manufacturer professionals who agreed your actions caused this poly sand issue. However, I have been willing to work with you to address issues outside of the warranty in good faith.
  Regarding your claim that the interactions have been civil and cordial, I must disagree. On multiple occasions, I was verbally abused, cussed at in a violent manner and threatened with being charged with trespassing on the job site. Such behavior is neither civil nor professional. Additionally, you mentioned having difficulties with every contractor you’ve worked with, which I now understand, given the dishonest nature of your and your wife’s dealings.
  I regret that you have felt it necessary to escalate the matter by contacting the Better Business Bureau and seeking legal counsel. Since you have decided to involve an attorney, I request that they contact me directly so I can provide my attorney's information, and we can work towards a resolution.
  
  
  
  We Remain,
  Dennis Jones agent 
  Jones Service Group LLC