Complaints

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• Initial Complaint

  Date:06/02/2025

  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.

  So this business was hired to do travertine flooring, and to do a whole remodel of my backyard, they were also hired to take down put up a fence among us several other things. They have already had to come back out to fix the driver seat once because it has ********** has since then shifted and they refuse to come back out and the fence within three weeks had warped boards and me, and my father both asked them to come out and fix it and they did not. They did not want to warranty any of work. Finally, when we all got into a very bad argument in the end they came up with a contract, literally when the job was and asked me to sign it, and I did not. It felt very shady to me since there was never a contract signed to begin with. I spent over ****** in this company still did not warranty anything that they did. They refuse to accept cashiers checks after the first oneI gave them they made me pay them cash for the rest of the job.

  Customer Answer

  Date: 06/04/2025

  So I would love to be able to provide for you proof of payment, but how do I do that when this company only accepted cash. Thats not what they told me in the beginning, but I could probably go back to my first ******** check if I go to the bank Ive only had six different companies out here working. I can send you the job of what they were supposed to do and I can send you the job of the Fence of what they were supposed to do and how bad it is and I can send you I guess how unfinished all of this is and how the hot tub is still not level.

  Customer Answer

  Date: 06/24/2025

   OK. So Medina landscape was hired to pull up all the old concrete in my backyard and redo it with new travertine and do tile around the inside of the pool and put concrete back on both sides where the travertine was not and create a concrete base for the hot tub to sit on, build a fence as well as tear down the old fence around the backyard, and lay a bundle of grass. They also laid new concrete down my driveway.

   

  I paid them over $60,000. There was no permits pulled and the first payment was in a cashiers check and then from there on out they required cash only. The owner ******* specifically stated he did not like how the bank put a hold on the cashiers check so going forward it had to be paid in cash.

   

  So what they did do was lay travertine, build the concrete, tear down and put up a new fence. They did everything they were hired to do, but it didnt work that smooth. The travertine started coming up and shifting not even a month after it was laid. The fence started warping not even a month after it was put up, the hot tub concrete plate that they made was unlevel so the hot tub is sitting off, they did not remove the old fence post. The fence was not created up to par. 

   

  They were also working with the pool company or were supposed to work with the pool company so they could be in unison with their work and they did not. Thats the other company I have to file a complaint for which is Piedmont Pool and Spa. They did not supply any of the grass that was included in my cost.

   

  They told me that my work was warranty for a certain amount of time and now that I have called and said the fence isnt right and the boards are warping, and the travertine is shifting again no one wants to come out and help me with any of it. They completely said they were done when I wouldnt sign that contract at the end. But keep in mind as I stated before nothing was talked about or contract was never mentioned until I started to complain about the work. I didnt know to ask for any of this stuff in writing.

   

  Thanks, 

  ***** Smith 

  Business Response

  Date: 06/25/2025

  First off, in regard to the fence, you stated your own price of $5000.00. In my submitted documents, you can clearly see that we continuously told ***** we would fix her issue for free. She now states that Medina Hardscapes was hired to do a whole remodel of her backyard, yet in her emails she states that "it wasn't a beautification project." We have not been contacted as of recent about any shifting. However, you can see that in the contract it clearly states that "3. Exclusions: This warranty does not cover the following: Damages resulting from work performed by other companies or contractors. She has since had 2 other companies at her house. ******************** and a landscaping company. Her check was put on hold for 2 weeks and all materials in that timeframe came out of our pocket, not knowing if the check would clear. So, that's why cash was requested and there was still a week or so wait for payment because she had to go on vacation. If there were so many issues, why did ***** keep giving Medina Hardscapes more projects to do? All this work came at different times, not all at once. Warranty issues, she refused to sign the contract agreement that included her contract which was given for 2 freeze/*********** (2 years), instead of the limited one year given by most companies. This problem was brought on by ***** herself, she has/ had an issue with *********** because people were getting shocked in her pool. She has a 50- page report with *********** about this that was never mentioned to Medina hardscapes. Which instead of doing what *********** suggested and getting a licensed electrician, she started her beautification/remodel of her backyard. She was "hoping *********** would forget about all this," but they didn't. So, in looking for someone to blame for her misunderstanding and wrongdoing and panicking because *********** didn't just "forget about it" she blamed us and the pool company she goes on to mention. We offered over and over and over to come out and pull back 3 ft of sand and travertine free of charge to help her fix this. Now, since she has hired other companies to come in and who knows what machinery was put on top of the floor, she is now saying has shifted again. She has not contacted us like she has stated. Also, she has taken this defamation too far, she has submitted ****** reviews to companies that clearly isn't this one, as well as referencing our company in the pool company's ****** review. Also, she submitted a review to BBB then later deleted it after I responded to go on and file a complaint. This is going too far. If you need proof of the ****** reviews, there is no more space to download, and I will be more than happy to email them to you. 

  Customer Answer

  Date: 07/01/2025

   I am rejecting this response because:
  
  Im rejecting this response as of if you look at the screenshots I have sent in a text messages. Every time I ask him to come over about a certain complaint that I have early on he says he will and then he does not text about it and he does not talk about it. He has not come over one time to fix the fence from the first time I complained. 
  

  But lets address all their issues from the beginning of their response. Also, I guess to keep in mind *******, you are hearing from his wife because ******* does not respond to any complaints or anything other than a complete OK in the text message. When I have reached out to them, I always have to speak with **** so please know when youre reading this response. It is not coming from *******. It is coming from his wife, who has no idea of the job thats been done nor the proper language to be used as she was not part of the job nor has she ever walked on the property. 
  

  OK, now that weve got that out-of-the-way so she is saying that there was some sort of contract. *******, if you remember in the beginning of my complaint, I never saw a contract nor a contract was mentioned until after I started complaining after all the job was already done. I knew nothing of a contract until then. Once I complained of the hot tub, the fence and the travertine shifting no contractor ever been mentioned until then. I did not feel good about signing a contract that someone brought to me at the end of a job when Im complaining. 

  Also, she states if there were so many issues why did I keep giving them more projects to do. So when the driver team was first laid in November to December it looked great there wasnt any issues at that point so then I asked them to do the ******** first class, there wasnt any issues with the fence and then as soon as they started happening, I brought it to their attention. So thats why I asked them to do multiple jobs because at first it all looked great. The travertine and the fence as far as the job for the travertine ending, and the start of the fence was already talked about before the travertine job was done, and they started on the fence within a week. And once again, I did refuse to sign the contract that was giving to me at the end of the job. Why wasnt this contract gave to me in the beginning before any work was ever complete so that we were both on the same page. and I would love for her to send you the original contract so you can see what it said, and when I say original, I mean the only contract that was ever given to me at the end of the job after I started complaining. No contract was brought up until I started complaining. I feel like I have to say that several times because I just really need you to understand that.

  Also, none of these problems was brought on by me. That sounds ridiculous. I had an issue about people getting shocked in the pool that I addressed with *********** and *********** told me that I needed to tear everything up in my backyard and start over. That is the conversation I had with ******* from day one in my backyard when I was just getting an estimate at that point. I have fully disclose that information from the beginning. So I dont know why theyre saying that that was never brought to their attention when ******* was here with my father and my father is a witness to when he walked the property the very first time and we explained why we were doing this.

  The travertine had shifted before any other company had to come and complete the Pool companies job. No other contractors have been here to complete or finish or touch anything that Medina landscape did or Hardscape. The only other company that has been here As her pictures provided where **** ****** and they did the pool. They didnt do anything that ******* wouldve done. They havent done anything to the travertine. The travertine was already shifting ahead of time. Which is where the contract came in. 
  

  The last time I contacted Medina landscape, which is **** as I stated cause ******* doesnt deal with the business. **** had told me they were not gonna fix anything if I didnt sign the contract and I said I would not sign it because it seems shady that theres never been a contract until now.

  If you look in the history, I have never submitted More than one review on this company. I hope ******* that you are able to go back and see that. If I had filed a complaint with this company before, Im pretty sure we wouldve got this far in the process and that didnt happen but yes, I have left ****** review reviews for the Pool companies mentioning their name. That is absolutely correct. Medina Hardscape does not have a place for me to leave a ****** review so that is a lie. I do not mind to leave or to show you pictures of the ****** reviews I have left. As far as I know, I am allowed to say the truth on any ****** review that I want. I am glad she has supplied you with those so that I do not need to. That still does not negate the fact that Medina Hardscape has not lived up to the word and there is no contract and was no contract till the end, they have not come out fixed anything that has been broken within a month of it being done. Whats again I have provided the screenshots I have from ******* as its very minimal and I think its because he cannot write in English too well and his speaking in English is not very well either so therefore, he gets **** his wife to do all of this, and shes someone whos never been on the job site, doesnt know what shes talking about, and honestly, cannot speak to any work being done.

  I see that she added a little bit of text from her and I, but I added what was between me and *******. They keep wanting to blame this pool company, but what they dont realize is this complaint isnt against the pool company thats a separate complaint that they can speak to themselves this complaint has to do with Medina Hardscape and Medina Hardscape only. **** are you stating since youve only gotten involved in the very end. You were never involved in the beginning or in the middle and Ive never even knew you existed until there was an issue.

  Obviously, because the English spoken is very little, but they have enough English that was spoken through me, and ******* was enough to be on the same page.

  All I have one out of this is for the ****** team to be the way its supposed to be and for the fence to be fixed the way it was supposed to be. I have text within 30 days of the fence being put up telling ******* theres problems And phone conversation conversations.

  Now to speak to the cash part. ******* said he did not want a cashiers check any longer after the first one that was for 20k and then he only wanted cash moving forward because of the hold the bank put on that check. It couldnt have been more than a three day hold by the way.Thats the facts you all received over $60,000 from me and I have that and bank statements that can be provided.

  I did say that I wasnt gonna sign that contract that was presented to me after all of my complaints at the end because you wanted me to sign the contract before the work was finished and completed for the stuff I had complained about. I cannot sign that contract in good faith because weve had nothing in good faith prior. So yes, I did refused to sign a contract that they wanted me to sign before work was completed.

   

   

  Business Response

  Date: 07/03/2025

  In the texts submitted by *****, you can see that he kept asking to stop by but always given an excuse. I have submitted texts informing her that by her not signing the contract/warranty agreement that it is voided. We continuously and repeatedly offered to fix any issues for free. The agreed upon date was 4/28 but nothing worked out once again because of ***** and her excuses. Both Medina Hardscapes and the pool company had rearranged schedules for a whole week to make this right with *****. However, as you can see in the texts, she only threatened civil litigation instead of any agreement on her part in accepting our help and free work. She only agreed to sign anything once work was completed but we, Medina Hardscapes, could not risk any further hassle without her signing to acknowledge the work to be done, the work was going to be for free, and accepting her warranty. NONE of which was acknowledged, confirmed, or affirmed on her part. Nothing was signed and therefore due to her repetitive communication of civil litigation, this work was cancelled on our behalf. And told her that due to her informing us she was seeking legal representation we would wait to know how to proceed. Nothing was communicated to us by *****, any type of legal representative, until we received notification, she submitted BBB review then complaint. We cannot work with someone who is Un-workable and we cannot help someone who is unwilling to accept it.

  Customer Answer

  Date: 07/04/2025

   I am rejecting this response because:
  
  First off lets address this again. The person responding to these complaints and the person thats contacting me in the very end only and that **** up the contract has never once stepped foot on the job site. Her name is **** and she is Ricardos wife and **** has never once been on my property. she has no idea whats been done and not been done. She only knows what ******* is telling her. She has no idea because shes never been here. She doesnt work in the field. Shes just a translator. Maybe if she would come out to the job site to see whats been done she would have a better understanding.
  

  Its crazy to me. Were still dealing with someone who doesnt do anything for this company but translate but yet acts like shes doing so much I dont understand. I dont even know how shes speaking to the job when she doesnt even know the job or what it look like before during or after.

  And The reason I did not sign the contract for the thousandth time is because they wanted me to sign it before the work was complete. I said in the text, I was fine with signing the contract once the work was finished, but that I could not sign the contract in good faith that they would finish the work because they havent done that up to this point. So why would I sign a contract before the work was complete. I did say I was more than willing to sign it after the work was done. They have to realize that with the predicament they put me in. It would be insane to sign this contract that was never mentioned until the end of the job when I started complaining. And so no after I said, I will only sign this after the work is finished. They did not hear anymore from me because they said if I didnt sign it ahead of time they were not gonna do any business with me or fix what was messed up. So its not ***** and her excuses, its that Medina Hardscape, and the pool Company was no longer offering to help me when I said I wouldnt sign the contract until after the work was completed and over and up to the standard they promised in the beginning before everyone got paid in cash since thats the only form of payment they accepted. So there was nothing more to talk about. They wanted it signed before the work was complete in the end after the complaints and I said no, I would sign it after the work was done that I already had to complain about. So there was no further communication to be had because there was no resolution.

  Once again had the contract been brought up in the beginning when the work was initially priced and estimated that wouldve been different before the contract to have only been brought in after several complaints from me it seemed unprofessional and was bad business. But then against my better judgment, I even said if you finish the work the right way Ill sign it and they said no we want it signed first. Why would I sign this contract like *** said 100 times on good faith when youve not shown that before.

  Also, I have my dad as a witness that he had reached out and that he had even talked to ******* once and ******* told him he was coming by to fix the fence and he never did. ******* came to my house every day for six months and never asked my permission to be on the property. He didnt need me there to fix the fence. It had nothing to do with excuses on my end.

  I also have more pictures and messages that I can upload but it only let me stop at five pictures. Plus, email notifications that I can take pictures of as well.