Hardwall Outdoor Living Reviews (%countItem)
Hardwall Outdoor Living Rating
Address: PO Box 91087 Royal Oak, Calgary, Alberta, Canada, T3G 5W6
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Company was hired to complete a project.
Project included: replace/re-enforce chain link fence, remove wooden stairs with stone stairs, remove dog run, expand stone patio, replace 20'x14' sod)
projected completion was 4 days.
Deposit for project was submitted and received.
project was started July 23, 2019. (tore down fencing and removed dog run, placed insufficient amount of stone work steps)
Second deposit was submitted and received upon start of project.
Company did not show up nor communicate plan for job completion.
Heavy Rainfall occurred which hampered job completion.
Job was furthered delayed because company did not get a city work permit to operate on city land for access to back yard.
Communicated with business owner August 8th regarding when the sod would be replaced. The business owner did not realize it needed to be completed, as they did not anticipate the question. Business owner stated that the job would be completed 100% end of business day August 9th.
Crew did not show up until August 9th, to finish placing requested amount of stone stairs, and set 80% of patio expansion.
Crew did not show up to complete job the following week.
Attempted to communicate with business owner August 14th. No response was communicated back.
Attempted to communicate with business owner August 15th. No response was communicated back.
Attempted to communicate with business owner August 19th. The response was "We will let you know when we have a plan."
No plan has been communicated back as of 1400 on August 19th.
It has now been 30 days since a "4 day" project was started.
We have been unable to utilize our yard in a way that is safe for our family.
Also we may be fined up to $300.00 by city bylaw due to not having a completed fence.
Initial Business Response /(1000, 15, 2019/09/25) */
We agree and take responsibility for many of the points made by the customer and have offered on several occasions to make restitution including giving them the refund that they requested without argument or rebuttal.
It was brought to the customers attention that the stairs were too low but we were instructed to replace the stairs in the format that we were directed. In fact the customer stated great satisfaction with the stairs as they were installed. *** had notified the customer that the stairs as they were would have to much of a rise and the choice was to lower or raise the patio to compensate. The customer did not wish to incur the additional cost and we were directed to leave it as is.
We unfortunately did have some staffing issues on site and take full responsibility for that, we offered to complete the work with the owner himself being onsite to ensure satisfaction and timely completion of the work however were told that if we returned we would be charged with trespassing. The Customer was understandably upset as between the weather and delays in access permits from city parks as well as some internal staffing issues we were not able to complete the job in a timely manner. We agree to this completely and conformed to all the customer requests as an effort to ensure that though we were not able to complete the job we wanted to ensure we took appropriate responsibility for our errors and ensure the customer was made whole.
As for the email the customer states was sent on August 30th, we received an email on august 30th but did not receive any request for a refund of $4200.00 That being said we take responsibility for all of our errors and have not received any payments for any of the labour completed on the project including the patio extension. At this stage the only thing the client has paid for is the materials of which they remain in possession and currently have installed on their property. We have not received any money for the labour that was involved with the excavation, patio extension, demolition and resetting of the fence line.
Although we completely understand and agree with the customers anger in the situation we have taken numerous steps to make the situation right. We have accepted the criticisms and responded to every complaint. We have taken the situation very seriously and have done all we can do to ensure the customer is satisfied with our acceptance of responsibility. However the customer asking to get a refund for materials that they still have in their possession and have installed on their property is beyond what we believe to be reasonable. We would be willing to give the customer a full and complete refund if they are to return all products in good condition to our bearspaw yard. However without returning the products that they still have we would not be willing to refund anything more than the amount already refunded and believe that asking to get all the products and labour that have gone into the project for free is beyond unreasonable.