Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I got design ($227) and revision ($67) services from ShrubHub in Jan 2021 as a holiday gift. I was not living at my home at the time and just moved back in. I attempted to utilize the design service and was told my package has expired, but for $100 more I could have it reinstated. I never received any notification about my package expiring, no correspondence at all aside from the order confirmation. In addition to charging me more to do what I've already paid for, I discovered they have a reputation for delaying return of work so that it is outside the 30-day return window. Essentially they collect, cross their fingers you forget, and then extort you for more when you are ready to access their service.

  

  Business Response

  Date: 02/29/2024

  Hello BBB Team,

  We have viewed the customer's request and order and since the purchase was mad over 2 years ago we can't work on it as per the terms and conditions we can't provide a service for over a year ago, however, since we always go above and beyond to provide our customers with the best experience  we would love to help the customer and reactivate their order however the 30 days revision had expired and we won't be able to reactivate it.

  Customer Answer

  Date: 03/01/2024

  
  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

  Date:02/27/2024

  Type:Product 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.

  SCAM!!! I purchased a front yard design for $197. I sent in my yard images and dimensions and even larked the images up to show what area we wanted. I was VERY specific in all the questions of what I wanted. I received my design and not only did they not listen to my wants but they designed an additional part of my yard that makes no sense. When I asked them to adjust the design they told me it would be an up charge for revisions. I explained that they did not do what I had asked again they refereed to an upcharge. On the initial "design" call every question was if I wanted an additional package for more money and VERY little about what I was actually looking for. This entire process was a sham to keep getting people to pay more and more.I asked for a refund - no response.

  

  Business Response

  Date: 02/29/2024

  Hello BBB team,

  We have viewed the design and the customers order, and as we always try our best to provide all our customer with the best experience, we do apologies if your experience with us wasn't as expected.

  Since the purchase was made in Nov, 2023 the customer passed the 30 days money back guaranteed, however, we have issued a full refund as requested as an apology for the inconvenience caused. 

• Initial Complaint

  Date:02/22/2024

  Type:Product 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.

  Would give zero stars if possible!!! 30 day refund policy is a complete joke. The designer strings you along until you are outside any refund. Very long delay between revisions. Their designer even told me not to worry we had plenty of time and if I wasn’t happy we can get a refund. Terrible do not use. Lots of upsell and terrible company. Project start 1/12 See below Kevin Feb 1, 2024, 10:40 am Are we close to having revision done? ST Steve M********* (Project Manager), Feb 1, 2024, 11:29 am it takes from 7-10 days and will be uploaded after that Kevin , Feb 1, 2024, 12:36 pm Can we expedite? when does my 30day policy end? ST Steve M********* (Project Manager), Feb 1, 2024, 12:51 pm i will do my best dont worry! Kevin , Feb 2, 2024, 12:54 pm But what day does my 30days end? ST Steve M********* (Project Manager), Feb 2, 2024, 2:50 pm February 26 Kevin , Feb 6, 2024, 6:17 am is this almost ready ST Steve M********* (Project Manager), Feb 6, 2024, 10:51 am Yeah it is might be this Thursday on your dashboard Kevin Feb 8, 2024, 7:15 am will this be done today? ST Steve M********* (Project Manager), Feb 8, 2024, 11:40 am Yes its done just passing some checks before uploading Date of experience: February 21, 2024

  

  Business Response

  Date: 02/27/2024

  Hello Kevin and BBB Team.

  please accept our apologies for the inconvenience caused, we always go above and beyond to provide all our customer with the best experience.

  We have viewed the customers order and we have issued a refund as an expectation, knowing that the customer passed the 30 days money back guaranteed, and we provided 3 designs. 

  Customer Answer

  Date: 03/05/2024

  Verbally on the phone the designer told me "Not to worry, we have plenty of time!" 

  See below chat transcript where they told me I had until 2/26/2024 for my 30 day guarantee

   

  K**** ***** , Feb 1, 2024, 10:40 am
  Are we close to having revision done?
  ST 
  Steve M********* (Project Manager), Feb 1, 2024, 11:29 am
  it takes from 7-10 days and will be uploaded after that
  K**** ***** , Feb 1, 2024, 12:36 pm
  Can we expedite? when does my 30day policy end?
  ST 
  Steve M********* (Project Manager), Feb 1, 2024, 12:51 pm
  i will do my best dont worry!
  K**** ***** , Feb 2, 2024, 12:54 pm
  But what day does my 30days end?
  ST 
  Steve M********* (Project Manager), Feb 2, 2024, 2:50 pm
  February 26
  K**** ***** , Feb 6, 2024, 6:17 am
  is this almost ready
  --------------------
  K**** ***** , Feb 8, 2024, 3:25 pm
  Waiting 5-7 days for you to make changes, most of which was already supposed to be changed is getting excessive
  ST 
  Steve M********* (Project Manager), Feb 9, 2024, 6:37 am
  I am sorry for the coming 5 days Hopefully this time it will be done correctly
  K**** ***** , Feb 9, 2024, 6:52 am
  I have not even begun any minor changes as we have not been able to get past the initial layout. Please move this along faster
  ST 
  Steve M********* (Project Manager), Feb 9, 2024, 9:13 am
  Okay I will do my best
  K**** ***** , Feb 14, 2024, 6:44 am
  will these be done today?
  
  K**** ***** , Feb 21, 2024, 1:23 pm
  this would have been ok 2 weeks ago, can I please just get a refund
  ST 
  Steve M********* (Project Manager), Feb 21, 2024, 1:25 pm
  Okay I will send this to the refunds team for you! Thanks Kevin!
  K**** ***** , Feb 21, 2024, 1:59 pm
  Thank you
  ST 
  Steve M********* (Project Manager), Feb 21, 2024, 2:51 pm
  Anytime.
  
  

  

  Business Response

  Date: 03/12/2024

  As previously advised we have nothing to further offer at this piont

  Customer Answer

  Date: 03/14/2024

  The company advertised a 30 day guarantee and their employee provided a false date.

• Initial Complaint

  Date:02/21/2024

  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.

  I requested to work with Shrubhub on 1/16/24, by paying for the service on line through a special and was charged $267. If I wanted 30 days of changes, I needed to pay an additional $97, which I did figuring the 30 days would not be enough. Once I got on the phone I was told that I didn't pay enough, it was limited to 3000 sq ft, and I had more, so I needed to pay an additional $297, which I reluctantly did. I should have canceled right there. It wasn't that there was more than 3000 sq ft to be designed, but the property was over 3000 sq ft. I talked to the designer and stated that I wasn't ready to have the call, but ***** said that once he did the drawing that I would be able to speak with him, so it wouldn't be a problem. I gave information, pictures, drawings of the property, survey, etc. He did the design, once I saw the design I called Shrubhub and I said I was disappointed, that he didn't do what was asked, and they told me to continue to work with him since I had 30 days of revisions. I continued to send him information and he continued not to listen to me. For example, sent in native plants that I obtained from the Agricultural extension, and the first set had no native plants. I told him no structures on the front side, etc. I have the chat's between us. I tried to call again on 2/21/24 after trying to call again, and my call will not go through. I filed a dispute with my credit card company and am filing this dispute with BBB. They haven't listened, they designed something that is not possible (utility poles, mailboxes, water mains) in the way and not moveable. The design provided on the opposite / west side is not able to be used.

  

  Business Response

  Date: 02/27/2024

  Hello ****** and BBB Team,

  We are sorry that your experience with us wasn't as expected, as we are always proud to be a part of our customers renovation journey.

  Please note that we have viewed the order and since the customer filed a chargeback case and it is still open we can no longer issue a refund.

   

• Initial Complaint

  Date:02/13/2024

  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.

  In December 2023, we paid $750 to shrub hub to design the landscape of our new home. We had a one hour phone call with our consultant who immediately began to upsell us on every service they had such as ***********************. When we resisted, we were told that our lot was large and we had to pay extra anyhow. We did pay an extra $300 and as instructed sent pictures, blueprints, surveys, and they each picture. 18 days later, the first draft didn't even have the trees correctly marked and so the landscaping was completely off. We contacted ************ and was told to put her comments in the chat for the Consultant. The consultant assured us everything would be OK and he would redo the work to our satisfaction. We sent more pictures and I labeled each picture and each tree 14 days later we received a plan that was no better than the first completely wrong and unusable. We are now more than $1000 in payments and don't even have a single draft that we can use to make matters worse we pay for 30 days unlimited changes and that time was used up waiting for the consultant to send us a version we could actually evaluate, my recommendation is to never use shrub hub for any real project. We called our credit card company, and we were told no refund was possible.

  

  Business Response

  Date: 02/27/2024

  Hello ***,

  Please accept our apologies for the inconvenience caused, we always do our best to provide our customers with the best experience and always proud to be a part of your renovation journey. 

  We have checked the order and since the design package was purchased on Sep 23rd 2023 and 3 designs were provided,  we can no longer issue a refund as per our terms and conditions, however since we always go above and beyond to provide all our customers with the best service, we still would love to work on your design once again in order to improve your experience with us.

   

   

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased a front and back landscape package from ShrubHub in January for $267. I scheduled a consultation after uploading the required info. After rescheduling the call per the project manager I spoke with a female for my consultation. I told her I wanted privacy on the side and back and also wanted to include a pool in the back. She went through several details and at the end told me that I would need to pay another $500 for my back yard due to the size and scope of the project. She charged my card immediately after the conversation. I did more research after the call on 1/17 and discovered that ShrubHub would not be able to deliver a drawing that could be permitted for a pool. I reached out to **** the project manager and told him I would like to cancel the project for a refund. He assured me that I would be getting a drawing that can be used for permitting purposes. I agreed to move forward with the plan. **** reached back out after some time and said that he could not give me the plan that I was asking for. I asked him to cancel the project again and that I wanted a refund. He said that I would be getting a refund in 5-7 days. During that time manager *******, reached out and offered a refund for the total less $150. I was expecting a full refund given I tried to stop the project 3 days after the consultation to prevent any wasted time. I only agreed to move forward because **** said I would be getting what I was expecting to receive. Then his story changed towards the end of the 30 day period. I reached out to ******* a few times and never heard back. I would like a full refund for my project. All details are attached.

  

  Business Response

  Date: 02/27/2024

  Hello *********,

  We appreciate your feedback as it always helps us improving our service as we always go above an beyond to provide all of our customers with the best experience.

  We have issued a full refund as requested on Feb 19th 2024.

  Customer Answer

  Date: 02/29/2024

  
  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

  Date:02/13/2024

  Type:Sales and Advertising 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.

  I paid as advertised $275 to ShrubHub almost 2 weeks ago. The guy from company called for 15 minutes only to upsell another $300 which promised that I get 2 revised designs as well as an option to get my refund within 30 days in case I did not like the design. I explained everything I had hoped for; however I get a software generated below average design that I absolutely hated. They asked for another chance with 5% change in design and I completely despised it. I requested them my money back as promised; however they offered to return less than $50 back from my $560. How can a business like ShrubHub openly cheat in broad daylight. I would like to warn future clients and demand my money back. I regret wasting my hard earned money and my precious time on such a bad company

  

  Business Response

  Date: 02/27/2024

  Hello **********,

  We tried to locate your account using your email address and your name, however we weren't able to find it, could you please advise us with order number and/ or the email address you used to sign up, in order to further assist you?

• Initial Complaint

  Date:02/12/2024

  Type:Order 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.

  Paid over $300 for backyard consultation. Send in pictures of our backyard. Missed our first phone conference. Therefore we provided a better contacted number, however shrubhub contacted the old number. As a result we reached out again only to be told we reach our consultation quota and need to pay $59 to up grade to a new package with unlimited consultation

  

  Business Response

  Date: 02/27/2024

  Hello ****,

  We are sorry that your experience with us wasn't as expected, as we always try our best to provide all our with expectational service.

  We have issued a full refund as requested on Feb 22nd 2024.

  Regarding the call scheduling we are always happy to help you scheduling the call if it was missed for any reason, we appreciate your feedback and will always do our best to help all of our customers.

• Initial Complaint

  Date:02/09/2024

  Type:Product 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.

  In March 2023, I paid $961 for a front and back yard design plan. Initially, it was $461 for the basic package at $297, plus 2D rendering fee $77 and $87 for 30 day revisions package. After the call and some time had passed, I was told it would be an ADDITIONAL $500 ($400 for the back yard because it was a larger size than standard and $100 to include the front yard. I was hesitant to pay this but I did as I was already in it for $461 and did not want to lose my money. Multiple items were not addressed at the first stage, and in subsequent "revisions" which I had paid extra for. Stall tactics were used by the company to push my designs further out. Requests to speak with someone over the phone were ignored or I was told I would have to pay an extra $57 since the entire plan only included online/email communication. I have an entirely useless plan that has sun loving plants in a shaded front yard, existing plants and back yard landscaping that is not accounted for. I told them we are not interested in removing any of the existing plants or hardscaping and are looking to place a pool and only add items and plants to make it blend in with the existing yard. After multiple requests of revisions to account for a 10 foot row of border ****** around my entire fenced yard, I still have a useless plan as all of the spacing is completely off. I have been through three revisions but my requests of what to revise are ignored and were also ignored on the initial call. They charged me $961 for a backyard plan that I cannot use. I had to push for a manager to email me and asked for a refund or resolution. After much back and forth, they have only agreed to refund 50% of it. This is unacceptable to me as there were at least 4 instances of a must have in the design plan and they do not care. They pumped out a design without taking our needs into account, so the service I paid $961 was not rendered at all. I would not recommend my worst enemy to this company.

  

  Business Response

  Date: 02/13/2024

  Hello BBB Team,

  We have viewed the customers order and since the customer purchased last year on 03/30/2023 and the service was provided, and we have provided 4 designs since then.

  And as per the records since the customer passed the 30 days money back guaranteed, the service was provided and the last design was uploaded on 11/17/2023 there is nothing we could do at this point.

  As per the terms and conditions we can no longer issue a refund, we would love to provide the customer with one more free revision as we always try our best to provide all our customer with the best experiance.

   

  Customer Answer

  Date: 02/22/2024

  Hello,

  I would like my complaint reopened.  I was ill last week and did not check email or do anything for the five day window so the automated system closed my complaint. 

  
  

  I am rejecting Shrub Hub's rebuttal as I paid for a service, including revisions, and the first design PLUS the additional 3 revisions did not include what I needed in the first place. It is as if I ordered a kitchen sink to be installed and instead they did the bathroom sink but said, "well you wanted a sink."  The plan I paid $961 is useless to me. They have offered to do ANOTHER revision, but I am tired of wasting my time and frankly we have spent months waiting on these revisions for nothing.  I feel like most people would agree that the fifth time won’t be the charm in listening to what the customer wants on a design plan.  The company is charging people and using common stall tactics to draw out the process.  I am moving forward with this in the hopes that other people throughout the country do not fall victim to their poor business practice and pay for incomplete products that are useless also.   My desired solution is a refund. 

  
  

  Thank you,

  Kriston Brady

  [email protected]

  

  Business Response

  Date: 02/27/2024

  Hello K******,
  We have viewed your 2nd response, and we are sorry to hear that you were sick, and hope you are feeling better now.
  Regarding our 30 days money back guaranteed policy, please note that it starts from the date of purchase as per the terms and conditions, and your design package was purchased on March 30th 2023, we offer all our customer the option to freeze their account to avoid any inconvenience.
  Please note that upon checking your account there were many consultation calls scheduled and rescheduled until the 1st consultation call on Aug, 30th 2023, the 1st design was provided in a timely manner on Sep, 18th 2023, another revision was requested on Sep 29th 2023 and the design was uploaded on Oct 10th 2023, 2nd revision was requested on Oct 31st and the design uploaded on Nov 17th 2023.
  We have provided the requested service through 3 months knowing that the 30 days revision package had expired and we tried to provide you with the best experience and the design you wished for.
  At this point since no refund was requested after your last revision back in Nov 2023, and over 3 months passed since the last design was uploaded we can no longer issue a refund. 
  Please accept our apologies for the inconvenience caused as we always try our best to provide all our customer with the best experience.

  Customer Answer

  Date: 03/01/2024

  I understand your points but as I have previously said - none of the plans or revisions met anything I requested. Aervice I paid for was not provided. At this point I would accept a 70% refund which I feel is more than generous considering there is a plan that I cannot use. 

• Initial Complaint

  Date:01/22/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  ShrubHub is an absolute fraud, and their operational model is fraught with deceptive practices, bait and switch culture, and just boldfaced lies. According to the www.ShrubHub.com website they boast of an "all inclusive" package, which can be utilized to landscape a customer's lawn. After review of several scathing reviews on multiple consumer websites, I opted to communicate with ShrubHub via email to ensure a mutual respect of what I expected from them, and they did the same of me. Repeatedly, I asked the question, "Does the $297.00 fee include lawn design for my front and rear lawn, that are provided post a thorough review of multiple factors." Unequivocally, I was told $297.00 included everything including design, but that was a lie. Despite my best judgment, and ignoring all the negative reviews, I decided to engage ShrubHub and provided my credit card information to pay the $297.00 and begin the process. When I awoke the next morning, multiple charges appeared on my credit card totaling Approximately $400.00! Immediately, I contacted ShrubHub and inquired as to why they billed additional unauthorized charges to me ***** They stated there was an additional fee of $57.00 to pay for a "few design sessions," despite no mention of this fee in any documentation from ShrubHub. Additionally, the website ****** states, "[d]esign fees are already included in the $297.00 pricing." Regardless of how one may view this scenario, this is classic bait and switch, which infringes on complete fraud and deceptive trade. I demanded a full and complete refund, which they promised in writing to process, I've seen no movement on their behalf to correct the fraud. It is my staunch opinion that ShrubHub is a disgrace and they should be put out of business. God knows I will do everything in my power to make this situation right, and warn others who may be duped. NOTE: BBB only permits 5Mb of evidence and my evidence vastly exceeds this limitation.