ComplaintsforTyscape Lawn Care Services

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This lawn service destroyed my flower beds in the front and back of my house. This is the 2nd time this has happened. I can't get anyone from the company to answer the phone or to reimburse me for the time, labor and materials. The first time I forgave the idiots...the seeds were just starting to sprout and they mowed down the entire area. Today 6/5/2024 the flowers were obviously mature and the flower bed is bordered off and they stepped into the flower bed and intentionally mowed down all of my plants and flowers in the front and back flower bed.

  Business response

  06/13/2024

  ************************* has been a customer of ours for over a year now. We have never had any issues. She usually pays her invoices on time and is ALWAYS satisfied with the service we provide. Up until the incident, no one in the entire company had any issues with her, whatsoever. We were incredibly caught off guard by her behavior and the events that took place after the incident. Sadly, we believe ****** was a bit unreasonable throughout the process.
  
  As part of the service we provide, we train our technicians to remove plant/garden beds of overgrown weeds. In some cases, customer plant beds are extremely overgrown and overtaken by weeds. As a daily routine, our technicians are regularly trimming the weeds in plant beds with the intention of providing a more cleaner and maintained look for the customer. Ms ******** plant beds are/were no different. On the day of this incident, one of our seasoned technicians who actually had never serviced ******** particular property before, said he came across an overgrown plant bed. From his perspective there was nothing he identified as flowers, like Ms ****** claims. It all appeared to be weeds and we agreed. 
  
  According to ******, she planted some seeds several days prior to the visit. Without knowing that, our technician followed his usual procedure and began trimming what looked like an overgrown bed of weeds. We attached a photo of the condition of the plant beds prior to his visit.
  After the visit was complete, ****** called and was out of this world furious. Completely out of control, she was cursing profusely and was extremely and utterly disrespectful. In her rage, frustration and anger ****** crossed the line with countless explicit statements and threats. We totally understand being upset but there are limits. She told us "we should all die and that none of us should have been born". We were also told she was going to kill us. We felt truly hurt, disrespected and disappointed.
  
  Despite the confusion on our end in that moment, we apologized dozens of times and even offered to purchase the seeds to replace them. Its important to mention that on that initial complaint call, we had zero proof of what she said to be actually true. However, our experience has taught us that a customer wouldn't call in at least without some cause. 
  
  So, without question, on that same call, we offered her two additional two complimentary visits, subsequent to that one. The proof of that is attached with this response. Not to mention that particular visit in question was also gifted free of charge. On top of that, we also had the seasoned technician who serviced the property, call Ms ****** directly to apologize for his error. He too, also faced countless explosions and unnecessary verbal abuses on that interaction. Even knowing that might happen however, because of how volatile she was initially, we still wanted to do the right thing.
  
  Surprisingly, ****** texted us and called us at least half a dozen times the following weeks asking us to return and service the yard again. Hesitantly, we love what we do and we value her business so we have it another shot. We never harbor anything against anyone in our field of business. The message we attached showed where she told us our guys, "did a good job as always." We were extremely confused. She even attempted to complain about this one as well for another reason in an effort to not have to pay. To date, we have given ****** (4) complimentary visit totaling $200.
  
  Unfortunately, we are not sure what else to do other than terminate the relationship. We cannot afford to continue putting our team and company at risk.
  
  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 23, Tyscape Lawn Care Services came out to my house while I was out of town to trim my flowers, crape myrtles and lay pine straw as requested. Upon returning I discovered they had pruned my crape myrtles and flowers. They took it upon themselves to add pruning to my request when I only asked for them to be trimmed. I would have not asked for my crape myrtles to be pruned during the summer months. Any professional lawn company would know that because it adds stress on the ***********************. I specifically asked for both to be trimmed. On the request I asked for trimming the manager said I should have noticed on the receipt it stated pruning. That was not what I asked for. They gave me the runaround for 3 days. They lied and said the tech called me for two days but could never produce his call list. I have since FIRED them. I did not like the way they handled the situation by not calling me back and lying for 3 days. He finally put the tech on the phone and still could not produce the phone list that he called me back. I did not like getting the runaround when I asked to get a refund for my flowers they chopped off. They told me they would grow back soon and laughed on the phone as if it were a joke. This company is very unprofessional!

  Business response

  07/06/2023

  We have read *************************** complaint. Sadly, there are details she mentioned that are totally incorrect and inaccurately described. Our company has been incredibly professional and courteous since day one. We are extremely surprised by the adjectives she uses to explain her position. She has been a customer of our for over 5 years. We have never had an issue we could not resolve. This complaint is absolutely unreasonable and hurtful. We feel as though ***** is attempting to get an undeserved and untitled refund.

  On June 23rd our company serviced her yard specifically as she requested. About one week prior to the service, ***************** called our office and asked for her plant bed to be cleaned up and pine straw installed. Her exact words were please prune my bushes, they are overgrown and need to be trimmed. During that phone conversation we described what the process would entail and she agreed.

  Immediately, after the phone conversation was over, the request was scheduled for June 23rd. She was subsequently sent a quote with the exact line items and total amount for approval. The quote was signed by ***** and returned to us . She also paid the deposit required. 

  We additionally gave her a discount because she is a long-standing customer. Our crew also worked tirelessly for three hours in the 100 degree weather to complete this job for *****************. We would never do business the way she claims. 

  Once the job was completed ***************** paid us immediately via our client portal and also gave us a tip. We had no reason to believe she was unsatisfied. Three days after the job was completed and invoice was paid, we unexpectedly received a very rude and disrespectful call that she was unhappy. She refused to talk through to a resolution other than a refund. 

  Customer response

  07/06/2023

   
  Complaint: 20247851
  
  I am rejecting this response because: First of all I was out of town and I stated that in my initial complaint with BBB and with Tyscape. Had I been home I would have immediately stopped them so please stop with the lies. So if Im out of town how do they expect me to see what the tech did. Yes I was not only upset I was highly upset to come home and see my trees and flowers chopped off but to get the run around from the company for THREE days had me more upset. He told his coworker he called me but could NEVER produce the phone list so Yes I was upset because he lied about calling me. Please please have them refer back to the email I sent them (ie initial request) to request trimming services ONLY. ******* never came out of my mouth b/c I have NEVER had my trees or flowers pruned. They are saying that I said that on the phone that is a TOTAL LIE!  My neighbors will and can testify to the fact that Ive never had my flowers or trees pruned. I didnt even know what is was until I researched after I saw the disaster in front of my house. And you dont prune during the summer time so I definitely would have not requested pruning services during the middle of JUNE. Ive attached the invoice and in the description it clearly states "Trimming shrub overgrowth" because thats all I wanted ********** ************ is not being honest. 
  Sincerely,
  
  *************************

  Business response

  07/07/2023

  We do not wish to prolong this any further. Unfortunately, we cannot issue a refund for the work completed and material that was purchased. The signed estimate has been attached. Our company did as requested. 

*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. ↩