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:08/03/2023

  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.

  On May 1st, Duval Landscape represented by their Asst ManagerDaniel Todd provided an estimate and contract with us to install Turf, pinestraw, and a small dog/pond. The work is still incomplete despite numerous attempts at laying the turf, Duval Landscape demonstrated that they are not a professional installer of artificial turf. All of the mistakes that one could make were made. Numerous visits, phone calls, pictures, emails were sent. People did not keep their appointments or commitments and then just stopped showing up at all. Further, while we were waiting for anyone to come out, as they promised numerous times they would fix it, our second payment was extracted from our account without warning or approval. I did want to pay automatically via ACH to avoid a 3% add on credit on $8000 job, however, I was waiting for a finished, fixed job. I am still waiting. Now after getting the area Manager involved, they came back again two weeks ago with a different crew. Back to the usual games of telling us they are coming and not showing up! Sham!

  Customer Answer

  Date: 08/03/2023

  Many more videos, pics, etc. 

  Business Response

  Date: 08/16/2023

  I hope this message finds you well. We are writing in response to the recent complaint filed by **** ***** regarding their experience with our company, Duval Landscape. We appreciate the opportunity to address their concerns and provide a detailed account of the actions we have taken to resolve the issues raised in the complaint.

  First and foremost, we extend our sincerest apologies to  **** ***** for the inconvenience and frustration they have experienced during the course of their project. We take full responsibility for the challenges that arose during the installation of artificial turf, pinestraw, and a small dog/pond on their property.

  Upon receiving the initial feedback from  **** *****, we acted promptly to address their concerns. We took the following steps in an effort to rectify the situation:
  -Credited Deposit: We issued a credit for their deposit, ensuring that they were not financially burdened due to the delays and challenges they faced.
  -Additional Free Work: We provided  **** ***** with over $1500 worth of additional work at no cost to them, as a gesture of goodwill and to make amends for the issues encountered during the project.
  -Improved Communication: We acknowledge the lapses in communication and scheduling that occurred. We have since revised our communication protocols to ensure that customers are kept well-informed and updated throughout the project, with a designated point of contact available to address any concerns.
  -Unauthorized Deduction: We deeply regret the oversight in deducting an amount from [Customer's Name]'s account without proper authorization. We are actively working to rectify this issue and ensure that they are reimbursed for the deducted amount.
  -Quality Assurance: We are reviewing and enhancing our installation processes to prevent future occurrences of the challenges faced by [Customer's Name], and to ensure a more professional and efficient service.

  We understand that **** ***** has expressed dissatisfaction with the resolution and the overall experience with our company. We want to assure them that their feedback is valuable to us, and we are committed to learning from this experience to continuously improve our services and customer interactions.

  In conclusion, we extend our sincerest apologies to  **** ***** for the inconveniences they have endured. We are dedicated to resolving these matters to their complete satisfaction and are taking proactive steps to prevent similar situations in the future.

  Thank you for bringing this matter to our attention, and we appreciate your role in facilitating communication between businesses and consumers. If there are any additional steps we need to take or further information required to address this complaint, please do not hesitate to contact us.
  

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A work order was filed on 8/17/22 with this company. They finished part of the project. They did not call and tell us they were coming. We provided the workers with ice cold water and ice cold towels to help them with the heat. They took a chainsaw to the 2 crepe myrtles and said there was wax on the end of the blade and they would not have to come back and then in the same breath said the trees would would grow back . On the first landscape project they broke a water pipe. And again did not repair it immediately. Icing on the cake. They broke a glazing ball my wife and I have had for many years. ****** **** said he would order this online and when it came in he would bring it. Then he said it would be delivered here. Never happened. They came back to take out the roots of the 2 Crepe Myrtles yesterday and again did not complete the job. Only removing one trees roots and in the process of removing the other trees roots - broke the irrigation line - and now we have a huge hole filling with water. They left and never came back to complete this job. Nor were the broken pipes repaired. They never said they broke the irrigation line - it was a good thing I saw it in time to turn off the sprinkler system. We were charged $700 for removal of the 2 trees. We paid them in full I have called and left messages, spoke to ****** **** and this to no avail. We need your assistance as I can not use my sprinkler system and I have a hole where the once tree was removed with water in it and the pipes have not been repaired. Along with a pile of mud that would I presume be used to fill the hole where this tree was. I would not recommend this company to ANYONE. *** & *** ******