ComplaintsforCanada Yard Pro Inc.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business emailed me a quote of the cost for cutting down Cotonester branches. The cost they quoted me was $150.00 for the first hour and $119.00 for every hour after that. They said the guys were at my home 2.5 hours. They charged me $443.00! The invoice also charged me $50.00 for land fill fee which was never discussed. I have refused to pay the ****.

  Business response

  29/06/2022

  Job request: The original booking date was *** 24th, for a basic pruning of an existing hedge to be done. This hedge has been pruned by CYP (Canada Yard Pro ***** once previously in 2019, and has not been done since. Customer was originally advised that the time onsite should be approximately 1.5-2 hours. Due to weather delays and snow, the job was delayed by 3 days.

  The customer had called in to the office, the day of the booking, to ask if the dead debris would be cut out and due to the excessive amount of dead & diseased material in the ****, she was then advised that the best course of action was to cut the hedge down and remove all diseased material. This would allow the hedge to grow back with all new growth within about 2 years. The customer was advised that extra time would be required, because this was now a full cut down job. The customer was onsite when the crew showed up for the job to be started. The crew was onsite for 2.5 hours plus another **** hours for the debris to be taken to landfill. When the customer returned home, she called ********** to complain that all the quack grass had not been cut down around the base of the ******. (not part of the job). She was advised that a crew would come back to cleanup any straggler branches and would weed wack down the years of quack grass that she had allowed to accumulate around the ground of the shrubs. This took an extra hour and was added to the billing.

  When the billing was issued to the customer, she refused to pay for any extra time to take the debris to landfill, as well she disputed having to pay for the landfill fee of $50. **********, then revised the billing to a total of 3 hours, credited any travel time to the landfill site and removed the landfill fee. The payment arrangements made on the account was by the credit card which she provided over the phone, prior to booking the job.

  Once the invoice was created, the credit card was billed for $407.40 and the invoice was emailed to the Customer.

  Unbeknownst to us, the customer then decided to pay by etransfer the evening after the invoice was processed, but she shorted the **** and only sent $344.93, shorting the invoice by $62.47. The customer decided that she was only paying for 2.5hours of work for the job that was done. She then realized the credit card had been billed the day prior for the full amount and demanded the etransfer to be returned to her.

  Knowing that she may reverse the credit card as well, we requested the balance of the invoice, $62.47 be paid by etransfer, or we could refund the credit card payment by her etransfer amount of $344.93. We sent this email 3 times requesting for her to advise of how she would like to proceed, but she ignored all email requests that were sent.  

  We then received notice from the ******************** of the chargeback on the credit card against us, as well as being charged an additional $25 fee from the credit card company. This was not a fraudulent charge, but a customer disputing a service that was clearly done. 

   

  This customer has posted complaints on ******* as well as belligerent phone calls to our office.   

  WE have closed her account and would consider this matter settled.  "

   

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