ComplaintsforAlley Tree and Landscape

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a quote from Alley Tree and Landscaping for our backyard. We also paid $250.00 for images of the yard. When I asked if we would could get our money back if we did not go with them, they said no, but we will work with you to use the money. We took that as a verbal agreement and continued to communicate with emails and phone calls.The quote came in almost twice as much as what we discussed verbally. My husband and I have had numerous phone calls and emails with **** the owner who we found very cooperative. However we never received the adjusted quote we discussed on the phone. We asked if we could use our $250.00 toward some railings for our deck but have been denied. The company says the money was only for the two images we received- but we understood they would work with us so we wouldnt lose our money, which is a significant amount. The last few e-mails told us to find another contractor.

  Business response

  10/09/2023

  **** contacted us in 2020 for a Landscape design rendering and estimate for her landscape.  That was provided to her as she states in her complaint that she received the 2 images.  She then contacted is in 2023.  We told her in the emails she attached and sent to the BBB

  "You contacted us this year to do the project where **** was clear that we are booked until Spring **** and the pricing for the quote from 2 years ago would need to be reevaluated with cost of materials changing." 

  She wanted us to credit her $250 for the design in 2020 to some railings she wanted done.  We gave her other contractors contact information as we are too booked out to complete that work for her.  If a client goes with our company for the entire estimate (for her the total amount was $34,887), we will generally credit their design cost towards the entire landscape install.  As she was not doing the entire scope of the work from the estimate, we told her we would not credit her $250 towards railings she wanted done when we were not going to do just the railing work for her anyway.  Having a client ask for $250 back after 3 years is not something that we have ever dealt with and we tried to handle her as professionally as possible.  

  We completed the design and she paid us for the design in 2020.

  Customer response

  10/15/2023

  I am rejecting this response because:

  This message is for **** Alley.  **** when you and your assistant came to our home in ****** we trusted what you said to us.  When I asked if we'd get our money back if we didn't go with you you were honest and said no but also said we will work with you to use your money.  We decided after numerous landscapers to go with Alley Trees/Landscapers because of that statement.  We also wanted to swing our money your way to young guys that came all the way to ****** two times. We totally appreciated all the phone calls/emails as we know that's time consuming.

  To us costumer service is a number one priority.  It helps your business, but also our trust in a company we would consider using again and referring to others. This situation is based on the statement you made to us. We said in an email we were fine waiting until spring to do the deck railing.  You also gave us an updated estimate for the railing in a recent email.  We asked if we could take down the existing railing, as you suggested to help with the cost, but received no reply. The contact number (1) you gave us ended up being no contact since calls were not returned.  

  I hope you are understanding why we continue to pursue this.  Being a retired teacher our money spent is important to us.  I know you would understand that and work with  us as you originally stated.

   

  
  

  Business response

  10/20/2023

  That response was from both **** and ******* Alley, owners of the business. 

  Customer response

  10/26/2023

  I am rejecting this response because: we did not get a response from **** Alley Landscaping.
  

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