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:12/15/2023

  Type:Service or Repair 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.

  Artistree provides the landscaping services to our community. One of their workers recently ripped up a section of grass in between mine and my neighbors home, using a large, drive-on mower that is too big to fit in between the small area to mow properly. The grass was ripped up in chunks. I have made a previous work order asking them to stop using the larger mowers, as they will eventually cause damage. I was assured they would use the smaller ones but they did not follow through with that promise- This specific grass area is now ruined and I contacted Artistree to request they come and replace the grass. ***, the supervisor, told me they do not replace grass and went on to list possible reasons why, over time, the grass looks the way it does. He cited issues such as too much shade (Ive lived here 3 years and have never had an issue), standing water (which I do not have, I live on an incline. If *** had actually come out to see my property, he would know this.) Bed creep which he blames because his workers mistakenly spray round up on your grass instead of on the weeds in the mulch, like they are supposed to. I repeatedly told him that this particular problem of mine literally just happened and it is a direct result of using the larger sized mowers- he just cites the same scripted excuses, which he tells all of the dissatisfied customers from my community. I have had other issues in which I also got unsatisfactory responses and chose to take care of them myself at my own expense. My community *** has already fired Artistree once and they begged for another chance- the *** rehired them. Many people are still having issues and Artistree was forced to do a workshop in front of residents giving the same excuses and promising that they will do better. The workshop was the only time I have ever seen what *** looks like. In 3 years I have never seen him supervising anyone. I invited *** to come see my property and he doesnt acknowledge it or show up.

  Business Response

  Date: 12/21/2023

  Despite our mow crew supervisor not finding any signs of mower damage, ArtisTree Account Executive *********************** arranged for sod replacement which happened today, Dec. 21, 2023. To clarify, he never once refused to correct the situation and was simply trying to evaluate what happened, noting there are many reasons why sod fails such as overflow from gutter spillover, water retention, foot traffic, lack of sun exposure, etc. ******************** also offered in writing (via our work order system) to meet with the homeowner to discuss how to get the area back in shape so that sod damage wouldnt happen again. We regret that the homeowner didnt see this meeting as a viable option and decided to file her complaint anyway. Still, ArtisTree always strives to do the right thing for our customers, which is why we had the new sod installed today. Incidentally, ArtisTrees contract with this community does not call for hand mowers, and just because this homeowner has not personally seen ******************** "supervising anyone" doesn't mean he's not out there doing his job. He is. We have received several written positive comments about his performance from other residents in this community.

  Customer Answer

  Date: 12/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I will add that although I am thankful Artistree finally came out and replaced the sod, which they should have just done to begin with, their response is full of lies. I have email/workorder documentation that proves they wanted ME to pay to replace the sod. I also have a ring video of *** finally showing up here (after I already made the BBB complaint, saying he doesnt see tracks from the mower damage that happened a month ago, denying responsibility.) You wouldnt see tracks a month later. I asked for SMALLER mowers to be used. They continue to use large ones in a grass space that is less than 5 feet wide. Their nasty and lying response is very typical for how they do business here. Our HOA is interviewing different companies as we speak, so I  am not the only one dissatisfied with their work, despite their claims otherwise. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/13/2023

  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.

  Lawn destroyed by mowers on 8/21/23. Complaint filed on website same day and photos provided. Emails also sent to hoa board, **********, and property management company. Workers returned and soaked the area with my hose calling the condition remedied. Further communication sent stating unacceptable fix. *** came to my house to evaluate damage and agreed damage occurred due to improper mowing in wet conditions. Asked for follow up photos after allowing area to dry out a few days. Follow up images sent 2 days later. *** stating sod would be replaced. A week later still not addressed. Further emails sent stating area would be addressed by end of the week of 9/3. As of 9/9 work still not completed. Received closed ticket email on 9/11 stating no plan to address grass and I, the homeowner should hire a company to address sod replacement. Further emails sent stating unacceptable resolution as I the home owner should not incur any responsibility for sod replacement as they caused the damage.

  Business Response

  Date: 09/19/2023

  Prior to receiving this complaint, and as the homeowner writes, ArtisTree had evaluated the area in question in an effort to get the issue resolved. After receiving this complaint, ArtisTree Account Executive *********************** met with the homeowner again. He agreed that the area in question continues to be saturated due to downspouts at both homes releasing water to a very small area. ArtisTree will add new sod, but we and the homeowner agree that a better solution still needs to be achieved or else this will continue to happen. ******************** has agreed with the homeowner to work with her for a more permanent solution.
  

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair 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.

  The company damaged my backflow unit around June 8th 2023 and would not even respond to me after multiple claims, emails and calls. Below is the last email I sent to them today.The entire backflow unit was visually compromised/broken and was flowing water at an alarming rate.My immediate response was to have a local contractor come and patch repair the unit back to semi normal conditions in order to stop the loss of a large amount and heavy flow of water that was spewing out of the broken and bent backflow.I can produce a written report from the local long established contractor of the backflows tremendously damaged condition with date and time of repair for verification of the event and the true state of the backflow before they patched it back, validating their was damage caused by large equipment.Furthermore I was outside early the morning of and my backflow was not damaged prior to the lawnmower of your service crew hitting it.Following that I contacted my HOA to report the event and Artistree arrived on scene based on my ring doorbell footage, without communicating their presence to me whatsoever, observed a then repaired backflow unit and closed out my ticket, again never having knocked on my door, no call, no response to my many calls or emails in any way either.Still no one has reached out to me directly and a $400 bill for repair work on this unit has been accrued, as well as time, energy, and mental/emotional/financial stress to me due to your company's direct damage to my backflow as well as your negligence in multiple attempts to reach out and explain and discuss with you further.

  Business Response

  Date: 07/31/2023

  We have met with **************** and have resolved this issue after physically seeing the backflow and agreeing with his assessment. ArtisTree will send a reimbursement check for $400 after his selected vendor completes the repairs. We thank him for his time and for allowing us to reach an amicable solution. We also thank him for giving ArtisTree this unsolicited 5-*********** review and rating afterwards: "ArtisTree provides quality services and supports their clients when in need. *********************, the Central Branch Manager, worked with me directly and was tremendous in his professionalism and communication. Thank you to everyone at ArtisTree for what you do!"
  

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************