ComplaintsforHidden Creek Landscaping, Inc.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HCLI was hired to provide renovation of our beautiful backyard including but not limited to design/plan/fulfillment installation of new patio, swim spa decking, re-orientation of landscaping, sod, irrigation. They sub-contracted separate electrician and highly recommended a specific swim spa (hot-tub) company which they had quoted as "having a great relationship with" and had used in the past- for which we selected. Design and planning began in July 2021 with quoted estimated initiation of work to begin in February/March 2022. Project did not begin work until July 2022 and was estimated to take "6-8 weeks." From the beginning extremely poor communication and poor correspondence regarding any updates and delays. It took until week 3 of the project to receive direct contact information for the designated project manager. Throughout the process the landscape architect/designer and project manager quit and were no longer employed by the company, for which we were never updated or notified. Our project is currently in week 10 with no end as well as multiple on-going unresolved issues: 1.) Incorrect dimensions of the property and project plans to start 2.) Overhead AEP power lines and cable/telephone lines- we were explicitly told by HCLI that despite a deck and swim-spa body of water these were acceptable and did NOT need to be placed under-ground. Later to find out after significant work had been permanently completed that we did in fact need these to be placed underground resulting in further delays, labor/work and expenses accrued 3.) Porcelain paver patio repeated construction in addition to paver walk-way incorrectly installed 4.) Swim spa vault- concrete pad and Pisa stone wall incorrect depth initially which resulted in need to re-dig and replace materials resulting in nearly 2 week delay 5.) Incorrect initial installment of concrete shaft for rotating umbrella 6.) Numerous landscaping mistakes and incorrect coordination of swim-spa delivery

  Business response

  09/28/2022

  Hello - I have received this complaint, and am researching to determine what the next steps should be with this project.  Thank you so much for letting us know.  We want to ensure every customer has a great experience with Hidden Creek!  

  Customer response

  09/28/2022

  I am rejecting this response because: lack of detailed response and plan to resolve requested outstanding work to be completed. No further work has been completed since notification. 
  
  Regards,
  ******* *****

  Business response

  10/05/2022

  Hi ******* - thank you for your patience as we worked to provide a thorough response to your complaint.  By now, you have received as follow up email from ******* with the plan of action and next steps.  

  I pasted below for reference and echo *******'s apologies for your experience. We are looking forward to partnering with you to complete this project.  If you have any other questions, concerns, or feedback on the project - ******* will be able to address. However - feel free to copy me on any communications if you need additional support or information. 

  Thank you, 

  Erin D***

   

   

*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. ↩