Complaints

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• Initial Complaint

  Date:06/16/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Herron Hardscape provided a contract to remove an existing cedar deck and install a hardscape deck with retaining wall; railing; firepit gas plumbing; and underground water drainage from gutters. Total project cost: $80,986 Initial deposit of $16,200 paid on 2/15/25 ****** Herron indicated he was ready to start work and received another payment of $32,400 on 3/14/25. Total paid to ****** Herron: $48,600. Work did not begin to remove the existing deck until first week of May. He had two contract workers that spent the entire month of May removing the old deck and installing some underground PVC drainage lines. At the end of May, the two contract workers quit and walked off the job. ****** Herron had no one to replace them with. He was trying to find replacement workers and arrange permits and find a plumber for the gas lines which was never planned ahead. After waiting two weeks with no work being done, I fired him for cause. On June 3 he came and picked up his tools and equipment from my property and left. I have had multiple text messages and emails since then asking for a final bill for the work that has been done and a refund for the majority of the money that has been paid. He says, he has been very busy. He would never commit to a date a time to meet to present a final bill and refund my money. I can only presume that all the money is gone.According to his proposal: Drainage work: $2000, Labor: $3840, Deck disposal: $1600 = $7440.He may want compensation for his design time which is not itemized in the original proposal. I cannot see where his total costs would be over $10,000.

  Business Response

  Date: 07/16/2025

  ****,
  
  I want to sincerely apologize for the experience youve had. I was truly looking forward to working on this project with you, and I regret that it did not go as either of us expected.
  
  To clarify a few key details:
  We do require a signed contract and a 20% deposit upon acceptance of the estimate. An additional payment is typically due 14 days prior to the project start date, which was submitted on March 14, 2025.
  
  Unfortunately, we encountered an unprecedented amount of rainfall in April, which delayed our planned timeline. Once the weather allowed, we began work on May 2nd and continued through May 17th. During those 11 working days, we completed several significant tasks: removing the existing deck, excavating the site, installing drainage for water management, installing the base material, tree removal, and additional landscaping services.
  
  The plumbing portion of the project presented an unexpected challenge. Although the original company had agreed to honor their estimate when we began, they later declined to proceed under the agreed terms, raised their rates, and changed the proposed materials. As a result, I had to secure a new plumber under short notice.
  
  Regarding the permitting process, all structural elements were approved with the exception of the railing. I worked with the county and a structural engineer to get the proposed railing placement permitted. We even consulted with several block manufacturers to explore every possible solution. Ultimately, we reached a consensus on a revised placement that aligned better with the engineers recommendations and the preferred block and cap materials.
  
  On May 19th, I made the difficult decision to let go of a couple of employees who were no longer the right fit for our company. I then began searching for skilled replacements, which unfortunately took longer than anticipated. Just as we were ready to resume the build phase with our new team, we were informed that our services were no longer needed.
  
  ****, I genuinely regret how this project unfolded and the frustration it caused you. It was never my intention for things to go this way, and I take full responsibility for the delays and miscommunications. I truly appreciate your patience and understanding throughout the process. I look forward to reaching a mutual agreement on the final invoice so we can bring this matter to a close respectfully. 

  Customer Answer

  Date: 07/16/2025

  Complaint: 23474241
  
  ******,
  To clarify your details, you have been paid $48,600 for a total project cost of $80,986.  You have received payment for 60% of the total project.  You have removed the cedar deck, installed five out of six drain lines with minimal base material installed.  I have at least six to eight yards of rock piled up in my yard. 
  
  Since we had a signed contract on February 15 you should have contracted with the plumber immediately while you had a firm estimate instead of waiting three months later when the rates changed.
  
  It was never my understanding that you let go your contract employees with no one to replace them with.  In fact, you told me that you thought it was very unprofessional that they walked off the job and refused to take your phone calls.
  
  Since June 3, 2025 when you picked up and removed your equipment from my property, I have been pleading with you by text and email for the entire month of June to provide me a final bill and a refund for the over payment.  Your response was always, I am very busy.
  
  All I want is an honest bill for the work that has been done, and a significant refund for my over payment.  Please send me a final bill that we can mutually agree on so I can quickly receive my refund, and we can get on with our lives.
  
  Sincerely,
  
  **** *******