ComplaintsforBackyard Barber Lawncare and Landscaping

• Initial Complaint

  06/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  He did not follow through on doing what he said he was supposed to do. The weeds are out of control, he didn't lay the dirt. He brought his wife with him on the way home from their vacation, and she went off, and was not respectful of his customer. Basically he did not do what I asked for.

  Business response

  06/13/2022

  The client’s title of her complaint is “contract disputes”. There was no contract for the work done. We called the client on Monday, April 25th 2022 with her quote for the work she had requested and let her know we could get the work done on Tuesday, April 26th. Because of the quick turnaround, we didn’t require a deposit or contract as we normally do. The client agreed to the price and work being done on April 25, 2022 and we completed the work on Tuesday, April 26th, 2022. The work we were hired to do was to cultivate a section of her lawn, remove loose, large tree roots from a tree that had been removed prior, reseed it and cover it with germination blankets to achieve a better looking lawn as it had been bumpy with no growth. The client complained at this time that the previous contractor had brought in “poor quality soil which had an abundance of rock in the soil.” We explained to the client that we would remove as much rock as possible in areas that had high concentration areas of rock. The client also complained about her current lawn treatment provider and asked for our referral for our provider. We explained to the client on the phone Monday, April 25th that the germination blankets would need to stay on over the seed for 5-6 weeks, as per manufacturer’s guidelines and industry standards, and water the grass twice daily, to which the client verbally agreed. On Thursday, April 28, 2022, we called the client requesting an email address to send the invoice to. The client provided the email address and we sent the invoice. While on the phone with the client, she mentioned the female employee working for us to which we responded with her name. The client said, “is that a girl’s name?” The client asked my wife how long to keep the germination blankets down to which my wife replied “5-6 weeks”. The client then asked to speak with me and asked how long to keep the germination blankets down to which I replied “5-6 weeks”.  We later found out from our employees that while our employees were on site finishing the work, the client continually came out harassing our employees hounding them with the same questions we had already answered for her repeatedly, questioning every answer they gave – one of them being how long to leave the germination blankets down (we’d already answered that question three times at this point) and also slowing them down from their work. After receiving the invoice on April 28th, the client paid the bill in full on April 29th. Nine days after service on May 9th, the client called us hysterical that the grass had not started growing yet and claimed that “we brought in and planted weeds” in the area we had worked in. We explained that we did not bring in weeds, only our premium grass seed and starter fertilizer. The client then complained that we didn’t bring in any new soil. We reiterated that we had explained on Monday, April 25th’s call that we would have soil on the trailer if needed, but while there, we deemed the soil fine and didn’t need the 1 ton of soil we had brought, which we explained to the client on the phone when getting her email address. The client replied by calling us liars, saying that she video recorded us on her phone (without our consent) from her second story and she didn’t see soil on the trailer to which my wife asked why she video recorded us and she stated “I record my neighbors all the time when they are having work done.” Our trailer has 4 foot sides and it’s very likely that she didn’t see any soil on the trailer from her upstairs window as we were parked on the road about 30 feet from her home. The client then complained that the grass hadn’t started growing yet (in nine days) to which we reiterated that the seed would take 5-6 weeks to germinate and that we’d check it at that point to ensure it had done its job to which she replied “well I know that!”. The client then became hysterical, started crying and asked if we charged her what we did because she’s a woman. We said no, we charged you for the work being done based on the scope of the project and associated cost. We asked the client to wait the full 5-6 weeks to see how it would turn out and that we’d be happy to come out and fix any issues and she said she would “but it better do what it’s supposed to do.” We said we fully believed it would if the client kept the germination blankets down for 5-6 weeks and watered it twice a day as instructed. The client said she had had various contractors in and out to look at other work needing done and she showed them the area we did the work in and explained to them that we were supposed to level that area off, make it completely free of rock and weeds and the amount we charged to which she claims the contractor said we overcharged and she then told us “haste makes waste” – assumingly in reference to our quick turnaround time from quote to completion of work. We reiterated that what we were actually hired to do was cultivate the area to make it less bumpy, remove loose, large tree roots from a tree that had been removed prior, install grass seed and germination blankets to achieve a better looking lawn. We explained to the client that she would need to continue with her lawn treatment company to get rid of the weeds in that section since it had been so neglected with bare spots. My wife did come to the meeting on May 24th because she is co-owner of the business. The client texted my wife pictures on May 23rd of the area we had worked in showing that she had pulled up the germination blankets (at three weeks, six days post service) stating “I would like to set up an appointment to have you come by and look at my yard as you can see from the pictures it did not turn out. There are lots of rocks debris and millions of weed. I removed the netting as the weeds were getting way too high and not holding the netting in place. Please call me so we can set up an appointment for as soon as possible. Thank you” The photos showed that the grass had in fact taken off despite her pulling off the germination blanket 1-2 weeks early. My wife replied “Hi Jane. ***** said he will be by tomorrow afternoon.” The client responded, “OK can you let me know what time” and my wife replied “We are currently out of town but will be heading back tomorrow but not sure what time. I can call or text you tomorrow when I know” to which the client replied “That will be fine.” On Tuesday, May 24th, my wife texted the client stating, “Good morning, Jane. We should be to your home at about 11:15. Thank you!” to which she replied “I” “OK see you then”. We arrived at the client’s home a little before 11:15 am on Tuesday, May 24th on our way home from a family vacation to discuss the progress of the area we had completed work. The client immediately became combative and even more so when we asked why she had pulled the germination blanket when we said it needed to be down for 5-6 weeks with the earliest date to pull it being May 31st or June 7th to which she replied “you never told me to leave the blankets down for that long.” My wife explained that 4 different employees including myself, my wife and two of our employees on site the day of the work told her to leave them down for 5-6 weeks to which the client continually talked over my wife and myself and appeared to have no interest in coming to a resolution. We also noted while on site that there was indeed substantial growth from our seed that we could see in her photos and we also noticed that the client had mowed or weedeated the edges of the area we had worked, which we advised her not to do as the grass was far to young and tender and needed more time to grow. We mentioned that because the client pulled the mats too early, trimmed the edge of the new growth and walked on the new growth (all factors we advised against) we should void all work. We told the client we weren’t going to do that, instead, we would like to let it wait another 3 weeks (7 weeks from work completion date since the client had pulled the germination blankets early which effects germination) to which the client agreed and we set a plan to meet again on Tuesday, June 14th to take a look at the area and address any issues at that time. My wife texted the client this plan upon leaving her home to which the client did not respond. The client filed a complaint with the Better Business Bureau on Monday, June 6th. We still fully intended to meet and check over the project on Tuesday, June 14th, but because of the client’s harassing nature, we feel it’s best to part ways as the client agreed to the work and price, we completed the work exactly as the client requested and the client paid her bill. The client severely hindered the growth of the grass and any opportunity for weeds to not take over when she pulled the germination blankets 2 weeks and 1 day too early. We are saddened that the Better Business Bureau, which is a wonderful tool to help protect the consumer, is being taken advantage of by this client by making false claims because she was unwilling to trust our work and advice as professionals because she has buyer’s remorse and simply wants a refund because she found someone to do it cheaper.

  Customer response

  06/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  Complaint: ********

  I am rejecting this response because I disagree with the following statements.

  Two years ago, four large pine trees were removed by my neighbor. The roots and trees had grown over into my yard. Nothing was done that summer. I was waiting for Fall to seed. In October 2021, I had a friend bring me just over 10 tons of dirt to cover up the tree roots and help even out the low and bumpy areas in the yard. It rained 5” that next day and most of the dirt washed away, exposing rocks and other debris. Being so late in the year, I decided to wait until this Spring to have it taken care of. The end of March I contacted 3 people to give me a bid to remove exposed tree roots, weeds and to bring in dirt to cover up all the rock that was still in my yard and to make it smoother. I asked for the area to be seeded and covered . I did not want straw to be put down. I received my first bid back the next day and waiting patiently for the other two. One never responded and the other one was Backyard Barber.

  ***** ****** contacted me on May 25th and said he could do the job tomorrow as he had five other jobs the next day, that used the same machine. I told him exactly want I wanted, as stated above. The only this difference was his blanket had straw , but not the kind that causes weeds. I was in a hurry and wanted it to be done so I agreed to the $3500. I told him it might take me a week to get the money as I had to have a check sent to me. He said that was fine. The expression “Haste makes Waste” was in reference to me making a spur of the moment decision and it being a waste of my money since I did not get what I asked for.

  ***** arrived at 9 AM. I could see out my bedroom window he was unloading a large piece of equipment. I went downstairs and went out to greet him and I watched him go back and forth one time with his grader and then load it on the flatbed. I took a video of him grading the yard. I had never seen that type of equipment before, as I found it quite interesting. I called him aside and asked him about the watering instructions, which he told me. Then he was gone by 9:30

  Two employees started raking out the roots and used a weasel on the weeds. They removed the roots but left the weeds on the ground where they were. They never touched the rocks. I went and took a shower and when I went out again, they were applying the grass seed with hand spreaders. I was surprised to see that as they both just seemed to not have a pattern for spreading it.

  I shouted to the girl, “Hey, where is my dirt?” She seemed to know nothing about it and called *****. He told her that it graded out nicely and I did not need the dirt. I wanted the dirt for reasons stated above. It should not have been his decision to change that without talking to me. There was a large dump truck that drove up and talked to ***** for a few minutes and drove away. I imagine that was my dirt. They did their work and I asked how much grass seed was applied, how much blanket they laid down and asked again about the watering. I definitely, did not keep them from doing their job. They continued to work as they answered my questions.

  I did not complain about my current lawn treatment provider. ***** asked me if I used someone. I said yes but I am always willing to get a price from someone else. He sent some one out. I asked this person what he thought I paid for the job that was done and he said two hundred dollars. When I told him the price, he said I should call him back right away as I got screwed.

  ****** called April 28th to get my email address to send the bill to. I gave it to her and stated that I was not happy with the job and asked if they could come out and look at it. ***** got home a few minutes later and we talked. He assured me that everything would be fine that it takes 3-4 weeks to germinate. He later said 6-7 weeks. I have never heard of grass taking that long to germinate.

  In the meantime, the weeds started growing up and pushing the blanket up. I checked daily to see the progress and there were areas doing okay but most of it was weeds and bare spots. I could see lots of rocks .

  ***** stopped by May 6th to look at the progress and told me to just give it some time. He said anything that didn’t turn out right, he would take care of.

  May 11th a friend and I removed a small portion of the netting because it was on my existing grass and was way too tall. If I would have let it grow any longer, I would not be able to get my lawn tractor through it. May 20th, I removed the rest of the liner because the weeds had grown way above the liner. I spent the next 3 days digging out the weeds and rocks. I faithfully continued with my watering routine.

  May 23rd, , I tried to call, and one answered, so I texted some pictures and said I wanted ***** to come look at it. They texted back and said they would stop by on

  their way back from the Ozarks on May 24th. They had their son with them, and the conversation started out just fine, but they were putting all the blame on me for removing “the germination blanket” before I should have. That was the first time I had ever heard that word. They never explained anything about this blanket. I assumed it was to hold the seed in place since the yard descends towards the backyard. He did say that the birds would eat the seed. Well, they can eat through the blanket too. It ended up as one big argument and ****** not giving ***** or myself time to discuss it. She told me she was the co-owner and had every right to be there. I did not disagree, but she should have let ***** and I talk and stayed out of it. When I mentioned about the weeds being left on the ground, ****** replied “We would have had to charge you a lot more to pick up the weeds”. ***** remained calm but she was very disrespectful, loud, and rude. It was decided to give it 3 more weeks and if it wasn’t right, he would take care of it. I asked them to send me a text with the date and time. The text came almost immediately after they left saying we will get ahold of you in 3 weeks and set something up. Never was there a date mentioned.

  Another thing I would like to mention is that every person I have ever used for landscaping and lawn maintenance writes out instructions on what they did that day and what I need to do to maintain it. Something they should do in the future.

  Any other areas you deem important to discuss, let me know. There are several lies in their letter and some things I did not touch on as they were irrelevant to the problem at hand.

  
  
  Sincerely,
  
  **** ******

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