Complaints

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• Initial Complaint

  Date:11/05/2024

  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.

  Contracted with Third Space Builders to construct a patio, landing and steps, and a built in, recessed fire pit.

  Project commenced at the end of July.

  August 5th, we were notified that the subcontractor made a mistake, and it was advised by our construction manager that it should be removed and done correctly. After several weeks of delay, the original structure was removed and a new subcontractor started the work again. The recessed fire pit was still not done correctly and according to the design we had agreed upon. It was filled in with rock and not an actual pit. They 'fixed' it by digging out the pit, making it look like a pot hole in an otherwise nice patio.

  I again went to the construction manager and asked that it be made to look like a completed project. The subcontractor came back out and partially applied some fire resistant concrete, but still not looking like a finished project that could be safely used. There has been no effort on their part to come up with a viable solution to fix it and complete the project. I suggested an insert, and it took 3 weeks to get a quote, costing more money and delaying the project an additional three weeks for a product we never saw.

  In the meantime, the first subcontractor has filed a lien on our property because they were not paid by Third Space Builders, because we had to tear out their work and start over. Third Space builders has said they are working with their legal team to resolve it, but have not provided any updates.

  It is now November, and the project has still not been completed. I have been told more than once that 'someone' would come out to look at the project to see what else can be done. Nobody has been here as far as we know, and no solutions have been provided. I am constantly the one reaching out; there is no follow up on their end to resolve this and complete the project.

  To date, we have paid them $47,000.

  

  Business Response

  Date: 11/11/2024

  Mr. ****** engaged Third Space to construct a 24’ x 14’6” stamped concrete patio with a Block “O” inlay.  In addition, Third Space was asked to construct an exterior 7’ x 4’ landing area off a rear door of his home and stairs leading to the stamped patio. 

  Third Space has acknowledged to Mr. ****** that the initial contractor hired to pour and stamp the patio did that work improperly such that twenty tons of concrete had to be removed.  Third Space has refused to pay the initial contractor for its flawed work, and has filed a lawsuit in the Delaware County Municipal Court to enforce its agreement with that contractor.  Third Space’s agreement prohibits contractors performing work on behalf of Third Space to record a mechanic’s lien against Third Space’s customers’ homes.  While resolution of this unexpected issue takes time, Third Space is actively working to resolve Mr. ******’s concern. 

  After Third Space hired a second concrete contractor to remove the recently poured concrete, and to pour and stamp the concrete patio, Third Space understands Mr. ****** has complaints about that work.  Mr. ****** was 1) dissatisfied with the finished depth of the fire pit in his stamped concrete patio; 2) dissatisfied with the gravel at the base of the fire pit; 3) dissatisfied that the stamped surface of the concrete patio has raised concrete residue in several spots; and 4) dissatisfied that the sand in the paver blocks forming the fire pit was not packed tightly enough. 

  While Third Space initially attempted to have its contractor return to Mr. ******’s residence to perform that work, Third Space’s contractor’s work flow prevented it from getting back to the site in late October and early November.  Thus, Third Space’s employees were at Mr. ******’s residence on Thursday, November 7th to:  1) remove the gravel from the bottom of the fire pit; 2) excavate the fire pit to a consistent depth of fifteen inches (as opposed to an egg shape depth of about 8-10 inches); 3) pack hydraulic sand between the paver blocks; and 4) confirm the color of the stain used when the concrete was stamped. 
  

  On either Tuesday afternoon, November 12th or Wednesday afternoon, November 13th, Third Space’s employees will return to Mr. ******’s residence to grind down the raised concrete residue spots, fill in any hairline cracks in the stamped patio, and stain any spot on the patio where a grinder is used so that the stamped patio is a consistent color. 

  After Third Space’s employees perform the work identified above, *** ***** of Third Space will schedule a meeting with Mr. ****** to review the project again to make sure his concerns were addressed.  

  Customer Answer

  Date: 11/21/2024

  Weather has changed this timeline, so I’m not comfortable accepting the response until more progress is made towards completion, including a plan to remove the pile of debris from the excavation.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 12/16/2024

  We cannot lay the stone and pour concrete when it's below freezing and/or wet conditions. The weather needs to be clear of any precipitation and at least 40 degrees. 

  Customer Answer

  Date: 12/18/2024

  I am rejecting this response because: 
  Waiting for full resolution before closing the complaint. 
  Regards,
  
  ***** ******