ComplaintsforActive Lawn Care & Landscaping

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Repair sprinklers, landscape & curbing, June & July. Total almost $9k. Curbing $2982. They refused to address most of these issues. I am a senior & embarrassed but I feel we were duped as they seemed honest & we really liked & trusted them. Beau sold us on Moroccan stone curbing $12 LF versus $8 for regular as its larger, harder ( more concrete) lasts longer & looks nicer. He had no samples but showed us a brochure from ************** They installed it on a rainy day & started without informing us. The color was wrong I kept telling Mike that it looked like it had too much sand & he kept telling me he follows a secret formula from **********. He had trouble installing it (claimed) because of the rain but did not seem very experienced. 5 days later sod was put in & they damage much of the curbing. The sod Co. agreed to pay $500 for repairs using our guy or theirs who told me that it was not Moroccan. I called Beau, but Mike called me back & said they used course sand by mistake & would replace the damaged curbing in the back, which was less than half but we were OK with that. A day before they were supposed to replace it Mike & Beau, came & proceeded to intimidate me out of camera view in my driveway & told me that it was Moroccan stone & they would not replace it but would repair it! I tried to get Beau to look at the curbing etc but he was irate & refused to look. At one point Mike threatened me after he asked me if I was accusing him of lying. I decided I would hire the other guy as we did not want these guys on our property. I emailed Beau to tell him but no response & instead sent his guys the next day to repair it. Again, no knock, they cut some but I sent them away & took 2 pieces that clearly showed the top layer was peeling away to expose sand. I sent Beau two emails about this asking him to look at those pieces, but he did not reply to either. I ended up replacing the curbing in the back with real Moroccan stone. It looks so much better & for the same cost!

  Business response

  02/07/2022

  Business Response /* (1000, 9, 2021/12/14) */ The client customizes the curbing to their preference. They have the option between a variety of colors/styles. This customization is agreed upon on install day before commencing the job. We make the first run of the curbing with their selections and only continue with the full install if they approve it. The clients looked at every color/style we have available before coming to a thoroughly informed decision on install day. They decided on a color/style, we completed the job according to their customization, they were happy, and paid in full. The client contacted us a week after installation explaining that following our curbing installation he had a sod company on property and they broke the back yard curbing. He then began accusing us of not using the correct mixture for the curbing, not installing the proposed plant sizes, and not installing the proposed mulch quantity. We assured the client none of that occurred. He then took a piece of the curbing that his sod company broke to our curbing supplier on multiple occasions to try and get them to agree with him that we used the wrong mix. They would not agree because it was obvious we used the correct mix. The client then attempted to get us to replace the entire curbing job in his back yard for free and wanted a different color/style than what was originally approved. (They wanted it kept in the front yard, but wanted to change it for the back yard.) He informed us the sod company agreed to give him $500 that he was keeping and he wanted us to replace everything in the back yard for free. The supervisor and I met the client on the job to discuss. I have no idea where or if he has cameras on his home as he suggests. I only wanted to discuss the issue at hand and give him some options. He immediately began yelling at us while getting very close to our faces. I asked him twice to step back. We walked the property with him assessing the plant sizes and mulch together. I provided my supplier receipts showing the quantity and sizes to prove we installed what he wanted and what was proposed. He continued to behave aggressively despite me trying to amicably discuss and provide proof that his accusations were unfound. Finally, in an effort to keep a happy customer, I offered to install 2 extra yards of mulch and repair the broken curbing pieces in the back yard at no charge. He accepted my offer. The crew arrived the next day and set up their equipment, which takes about an hour to set up. Once they were set up he came outside yelling once again. He told them to leave, he didn't realize they were coming that specific day, and didn't want them doing the work that morning. I called the homeowner asking if we can repair this for him at no charge as the crew was there and ready to do it. He wouldn't allow it. The crew dismantled their set up and left. We scheduled a date for 2 weeks later, which was more convenient for him, to repair this damage for free. 1 week before that scheduled day he emailed and said he changed his mind and declined our offer to, for free, repair the back yard curbing damaged by his sodding contractor. We still arrived on the scheduled date and provided the free additional mulch I had promised. I understand he was frustrated that the sodding contractor broke the curbing. Despite his resolution methods, I feel we did everything we could by remaining professional, providing proof that all allegations were unfound, and going above and beyond offering to repair damage we did not cause while throwing in 2 extra yards of mulch. It became apparent this wasn't enough as he wanted the job fully replaced and with a different color/style. This is his property and his choice. That being said, it is not our responsibility to replace an entire install, or reimburse him for an install, because it was broken by another contractor and/or because a different color/style is desired afterwards. Consumer Response /* (3000, 11, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bottom line is that what they installed was not Moroccan stone period! I kept telling the installer that there was too much sand and yes, I am guilty of being a nice guy and not stopping them. The sod companies curbing guy confirmed that the curbing was not Moroccan stone and this is easily apparent by anyone looking at it. It's absolutely obvious! I also did not ask them to replace the back curbing they offered to replace it! I felt that was a compromise considering I would replace the rest at my own cost. They won't even repair the front curbing that has two cracks in it that were not caused by the sod people saying my lawnmower cracked it. Moroccan stone is supposed to be strong and not easily cracked. I also did not yell at them when they came. I calmly spoke to them and it was Mike that got mad and said he would just leave,. Again, they just showed up and never even rang the doorbell. And unless a wheelbarrow can hold a yards of mulch there is no way they put that much. I had to lug 28 bags of mulch myself! They are clearly trying to make me look like a nasty lying customer and I was not. I we are nice but gullible stupid customers but we are not lying! And yes, I did go to ********** and the owner would not say it was or wasn't Moroccan stone. He did notice some flaws though and told me I should sue. He felt it was between me and the contractor as he would not go against his customer. That's understandable I guess but he never even asked me who the contractor was as I'd think he should! Again, it's obvious that what they installed was not Moroccan stone and it's horrible that these guys may get away with this and of taking advantage of an old man and his Asian wife who were very nice and forgiving towards them! Here is a youtube video link for Moroccan stone. It describes what it should be and look like. It's clearly not what we received despite what they say. *******************************************

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