ComplaintsforWestern Pavers

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Western Pavers to complete a large job at our residence which included a full replacement of all landscape lighting and converting it to low voltage. We contacted the Project Manager ***** about returning to the finish the job after we noticed two electrical boxes were wrapped in plastic and not secured. No response or follow up of any kind and this went on for over 3 months. When the rains came all of the lighting went out in the yard, then several lights inside the house went out. After repeated attempts to contact ***** we were forced to hire an electrician who confirmed that the entire lighting system was installed improperly and he dug up the burned wires which were a fire hazard. Another call to Western Pavers to try to get reimbursed for the electrician and instead a worker showed up who told us it was the light bulbs.

  

  Business response

  04/03/2023

  We are in direct communication with the customer and will provide an update as soon as one is available. 

  Customer response

  04/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Consumer Beware!Western Pavers Inc. located in ********** ********** conducts unethical business practices. They misrepresent their services, do not follow city codes, and do whats best for their balance sheet, not whats best for the customer. I was defrauded out of $900 for a fence and courtyard design contract. The silver lining is that I able to identify their shady business methods early on and save myself tens of thousands of dollars for a project that per their design presentation was not up to city code. When I requested a partial contract refund or to have a new design drafted that adheres to Chapter 14 General Regulations, they refused to provide. They then changed their opinion and stated that it was against city code all along to have a fence per a ******************************************************************** with the 2020 bulletin and city codes attached was dated a month PRIOR to the design meeting. They further went onto cite that they met the contract under the clause that states: Clients failure to accept design does not release Client from responsibility to pay fees as agreed in this Contract.

  

  Business response

  02/08/2023

  Customers recollection of events is inaccurate.
  
  The Designer and Sales Rep both spoke to the Customer and advised him that a 6 fence at the front property line would not be to code according to the 2020 city bulletins that were pulled and reviewed. Customer shared that a fencing company he had spoken to had said the same and was not able to build it. This was all discussed prior to him signing our Design Contract and agreeing to pay for our time to design. 
  
  We upheld our obligation by drafting not one but two designs with coordinating quotes.  *** design was in line with the initially stated budget and the second design was for a project that included all the additional items he requested during the design discussions.  Customer added a driveway courtyard, veneer on the garage and leveling off the garden to add a seating patio area.  The Customer confirmed that he liked the second design, but not the price.  Adding to the scope of work will inevitably add to the cost. 
  
  During the design presentation Customer mentioned additional changes he would like, which we would normally complete during said presentation,but Customer cut the meeting short.  Designers proceeded to make the desired changes and were prepared to meet again to present. When the office staff called to schedule the next presentation,******** refused and proceeded to insult and threaten the staff with bad reviews if he did not receive a refund.   When our Office Manager reached out to Customer,he was once again offered an additional meeting which he refused.
  
  We performed to our contract (more since we did 2 design options instead of 1) and will not issue a refund.  We wish him the best of luck on completing his project with another company.

  Customer response

  02/08/2023

  sales rep and designer both verbally told me that it was legal to have a 6 foot fence. After my Further investigation into code prior to the design meeting, via digital text message I questioned the 6 foot fence and ask them to also offer a design that used landscape to offer privacy. I also specified that I needed a horizontal fence, not a vertical fence. Both designs that were presented were outside city code and illegal. I have digital text message prior to the design meeting proving their dishonesty and my documented concerns. After the design meeting, I sent the designer, updated changes and updated code, requesting a new design to code. I was never presented an opportunity for a second meeting. In fact, I have proof that the designer and design team neglected communication. My final communication to designer was not a threat, but just a very clear message stating my concerns with the customer service, their ******************** and their failure to meet city code. 

  

  Business response

  02/15/2023

  We value our customers and are always willing to discuss and resolve issues that *** arise.  We have been a part of the BBB for many years and understand its role in helping both parties come to a resolution.  However, when a customer continues to make false statements then we feel there is no room for productive communication.  We entered a contract with the customer for our time to design and we provided the service (researched, discussed potential concerns, designed, presented, offered additional meetings etc) .   We stand by our initial decision and will not be issuing a refund. 

  Customer response

  02/23/2023

  At this point, this issue has been taken to the courts. I have made no false accusations and I can provide strong evidence via text messages and emails from western pavers to support all of my claims. Western Pavers has clearly and continues to conduct business in an unethical and perhaps an illegal manner. I recommend that any consumer does their thorough research before initiating business with western pavers.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Western Pavers in Sep 2021 for a front yard makeover for about $50k. The project overall was very late, with answers to my emails generally taking weeks to arrive. Western Pavers crew did not follow the contract/design and took liberties on site: For example our contract/design/email clearly specified building two 3ft gate openings, while in reality the openings were built of different size and up to 4ft. The project was recorded as completed on Aug 11th 2022 even though it was agreed upon that Western Pavers would have to perform additional work under warranty. Not a single day since we hired Western Pavers has our front yard looked finished or picture-worthy. Issues started with uneven wood gates, followed by diseased and dead trees.

  

  Business response

  11/09/2022

  The warranty claims previously submitted by customer have been addressed and completed.  Western does not offer a maintenance service for landscaping.  Customers are made aware and it is suggested they hire a gardener for maintenance needs.  

  We will contact the customer directly for further clarification on his complaint.  

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Part of my project with Western involved installation of Marathon II sod. Marathon II is a trademark of ******************* and is well regarded for its durability, root-depth (drought tolerance), and disease resistance. In addition, Marathon II carries a 1 year replacement guarantee. All of these factors contributed to our purchase. Shortly after installation of the sod I noticed a number of concerning issues, including disease (rust fungus and rhizoctonia solani), heat stress, and general decline of grass health. I also noticed that the sod was delivered by West Coast Turf, a provider unaffiliated with Marathon II and *************. Concerned, I reached out to Westerns director of operations to ask what sod they installed and was told via text message it was Marathon II. About half the lawn died in the following 3-6 months and I inquired with Western about the 1 year guarantee. I was told neither Western nor their sod provider warranty the sod and that they do not buy from *************. They have not responded to a number of further inquiries by email and voicemail asking why there was a deviation from our contract. It is apparent at this point that they installed an inferior variety of sod, despite our contract, directly lied to me about it, and now refuse to acknowledge it. I've reached out to 3 employees at Western a number of times and they refuse to contact me about this issue. The lawn continued to decline in health and eventually needed a full renovation less than 12 months after installation.Unfortunately, this is just one of a number of issues with our project which was overall characterized by shoddy workmanship and sub-par materials.

  

  Business response

  04/08/2022

  Due to supply chain delays and an effort to keep ********************** a comparable sod was used.  Customer has been contacted to clarify and a resolution has been agreed upon.  

*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. ↩