ComplaintsforTerrascape Creative Landscaping, Inc.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid $12000.00 for new landscaping. Was told after payment that there is a 0ne year warranty on plants. Many are dying and I have called and nobody has called me back or came to my home to look. I sent photos to Meghan C****** and have three calls into the owner but he hasn't called. Two months ago I had the same problem and they sent a person over to exchange the plants. I sent a text message to Meghan and her response was "they will come back in the spring".. if that's the answer then why did they exchange two plants a few months ago. Warranty is warranty. The owner should be ashamed of himself for not returning my calls. This isn't a professional businessman.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/02/22) */ Service calls to client. 8/17/21 Irrigation 8/25/2021 install two pieces of sod 8/29/2021 adjust tubing on/at two pots in front, 10/15/2021 replace two hostas. This client called our office and spoke to a staff member and would not leave a message regarding why he was calling. Wanted to speak to the owner. Owner was not available. He has been informed by by staff that we would contact him in spring. He is on our list to contact in March time frame to review the status of his plants. Owner called client on 2/22/2022 and left a message Consumer Response /* (3000, 7, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one ever told me that they would contact me in the spring. I have a text message from Meghan C****** that clearly states that the plants should recover in the spring meantime they have died! I have the text messages where anyone could read them and see her unprofessional response. Also,when I called 4 times to speak to the owner the girl who answered the phone said he would call me back later in the day! When I called I told the girl that I had plants that were dying and I needed help with them and the warranty.I will call the owner today to finally discuss with him. Thank you Business Response /* (4000, 20, 2022/03/22) */ Our staff contacted the client on 2/23/2022 and addressed the clients concerns over the phone. We also went out to his property again to assess the plants. We agreed on a service request on the week of 3/21/2022 through 3/25/2022 to replace a few plants. Consumer Response /* (2000, 22, 2022/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The owner had sent an employee to my home and agreed that a few plants need to be replaced. We are pleased with the resolution

• Initial Complaint

  08/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  9/16/20 TerraScape came and installed the $2,000 Sylvester Palm tree we purchased from them. The tree has a 1 year warranty. They provided instructions on how to care for the tree and we have followed the instructions exactly as they said. 4 months after the install, we called them to ask for someone to come and check the tree as it does not appear to be doing well. After several phone calls, they finally called back asked us to send a picture, and then stated the tree was normal. They would not send anyone. At 6 months after several calls, they again stated the tree is fine and would not send anyone to look at it. Now at 11 months, and several attempts to reach them we drove to there on Thursday 8/12/21 and spoke with a girls who stated "The Palm Tree expert is out, would be in 9AM next day". She took our info and pictures. She also stated, "Wow, that tree does not look good!". She said she would discuss with expert and call us- no one responded. Warranty is almost up-they are avoidin

  Business response

  09/02/2021

  Business Response /* (1000, 8, 2021/09/02) */ Our company installed a $1,600.00 Sylvester palm with approximately six foot of clear trunk for the client on 9/16/20 per our contract. The palm was left tied up per standard practice for approximately two weeks and on or about 9/30/2021 our company returned to the clients house to untie the palm fronds. Sylvester palm trees that are field dug and installed in a new location typically experience varying forms of transplant shock. These signs can be seen by the yellowing of the bottom tiers of fronds after transplant. This is common, especially on larger field dug palms, and was relayed to the client. Field dug palm trees can take anywhere from several months to over a year to recover from having been dug out of the ground (roots cut) and transplanted into a new location. The client was informed of this as well. Quarterly fertilization with palm fertilizer helps. On or about 11/19/20 we returned to the clients house to ornamentally diamond cut the Sylvester palm per our agreement with the client. Pictures of the Sylvester provided by the client of the palm show it is alive and not in danger of dying. Our warranty covers trees that fail to survive during the warranty period. We gave the client recommendations on fertilization on or about 8/12/2021. We will send a service person out to the clients home to inspect the Sylvester palm before the warranty expires. If the palm is dead we will stand behind our warranty. Consumer Response /* (3000, 10, 2021/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not just the bottom branches that are dead or dying, all of them have already died. it is also the new shoots coming out the top that are dead and dying. They did finally send Meghan Thursday 9/2 to look at the tree. She took some additional pictures, said she would discuss with owner and they would get back to us Friday 9/3. Of course they never did. The tree was $1,600. They are correct about that. It is very difficult to see all the dead and dying branches in the pictures with the sun. Consumer Response /* (4200, 25, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have never contacted us after their staff member looked at the tree on 9/2. I have no email or voice message from them. They have not tried to contact us! The staff member who came said she would discuss the issue with the owner and get back to us but they never did! It seems they just let us hang until the warranty expired! People need to know they do not stand by their trees! Business Response /* (4000, 27, 2021/10/15) */ We contacted the clients on Friday October 15th and offered fertilization of the Sylvester palm and they agreed. The service is scheduled 10/19/2021. We also offered to monitor the palm until the end of December 2021. Clients agreed. Consumer Response /* (2000, 29, 2021/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They fertilized the tree today told us to water it more and trim it up. They said to add more fertilizer in 3 months. We were very happy they offered to monitor until end of December

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