Complaints

This profile includes complaints for Ware Landscaping & Snow Removal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ware Landscaping & Snow Removal

  964 Eddystone Cir Naperville, IL 60565-6112

• 

  Ware Landscaping & Snow Removal

  110 S Hager Ave Ste 202B Barrington, IL 60010-4171

• 

  Ware Landscaping & Snow Removal

  1440 N Kingsbury St Ste 224 Chicago, IL 60642-2690

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:01/27/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Ware Landscaping performs services that are not contractually agreed to and charges for those service. They have also stopped replying to any email and phone call requests for response.Further details:We hired Ware Landscaping for snow removal services with a contract date of Nov 27, 2024 for a three-year contract. **** sends out the service team to perform pre-treatment of an organic de-icer and snow removal (shoveling). Per the contract, shoveling would commence after approximately of snow, however **** consistently performs shoveling services when there is barely a dusting of snow (far less than ). **** also has invoiced for services that were not performed.I requested a cancellation of the contract on December 31, 2024 and was informed that the services costs would increase to the 1-year rate. I tried working with **** to inform them of my complaints regarding poor service, pre-treating when there is no snow forecast, and shoveling when snow has already fully melted. At that time, they increased the invoiced rates and confirmed the end date of February 28, ******* daughter stepped in to manage communication with **** via phone and email and following continued issues, she requested confirmed cancellation on January 14, 2025 which they provided with a new cancellation date of March 12, 2025.**** has stopped responding to emails since January 14. It seems they are taking advantage of their 60-day cancellation window to perform & charge for services that are not agreed to in their contract. We want them to end all services due to the breach in contract (shoveling before 1/2" snow has accumulated) and fix all invoicing issues to only charge us for the work that was rightfully performed (we won't pay for shoveling when snow was less than 1/2")

  Business Response

  Date: 02/25/2025

  
  PLEASE SEE THE FULL RESPONSE ATTACHED TO THIS DOCUMENT THAT IS PROPERLY FORMATtED AND INCLUDES VALIDATING IMAGES.

  Response to BBB Complaint #********:  **** *****

  
  Dear *********************** were contacted by Mr. **** ***** on November 27, 2024 for snow removal services of a long driveway.

  
  Ware Landscaping is a full-service snow removal company that prides itself on providing professional, efficient service.  We are VERY transparent in how we service our snow accounts.  We very clearly set expectations with each, and every, customer in a myriad of different forums to ensure comprehension of our services and to set expectations.  We do this to alleviate any confusion whatsoever and to ensure that absolutely anyone can easily understand the nature of how our snow removal program works via at least one of these methods.  

  
  In this particular case, we have documented that this customer was informed and customer expectations were set in at least five (5) different forums including:  1) in person by appointment, 2) the contract language itself,  3) via a texted and/or emailed video that was created with the express purpose of setting customer expectations, 4) via our website that the customer visited and from which the customer initially contacted us, and 5) by numerous discussions over the telephone with both customer and his daughter upon further inquiry.

  
  A copy of the fully-executed contract is attached --- along with pertinent highlighted passages --- for your evaluation and convenience.
  Further, there were several occasions where the customer complained about service, most notably during an ice storm.  On each of these occasions, our crew was immediately dispatched to remedy any concerns.  There were NO additional fees associated with these additional services.  However, the customer refuses to pay for any of the initial services on those dates.

  
  In regard to specific complaints also made by the customer as follows:

  
  ********************** performs services that are not contractually agreed to and charges for those service.  

  Please refer to the fully-executed agreement (attached).  Services and the scope of work are explicitly detailed as contractually agreed to by both parties.
  They have also stopped replying to any email and phone call requests for response. 
  This is simply inaccurate.  The property owners daughter took over conversations on her fathers behalf.  Even though several credits were applied to this account as a gesture of good customer service, this customer continued to complain and refuses payment.
  We hired Ware Landscaping for snow removal services with a contract date of Nov 27, 2024 for a three-year contract. **** sends out the service team to perform pre-treatment of an organic de-icer and snow removal (shoveling). Per the contract, shoveling would commence after approximately of snow, however **** consistently performs shoveling services when there is barely a dusting of snow (far less than ). 
  Please refer to the fully-executed agreement (attached).  The scope of our services is explicitly detailed as contractually agreed to.  Customer continued to complain, request additional service (at no additional cost to them), then complain again once we returned to address their complaints.   
  Ware also has invoiced for services that were not performed. I requested a cancellation of the contract on December 31, 2024 and was informed that the services costs would increase to the 1-year rate. 

  
  Please refer to the fully-executed agreement (attached).  Cancellation terms are explicitly detailed as contractually agreed to and validated by customers signature and initialing.  Customer signed up for a ****** commitment and enjoyed a hefty cost savings from normal 1-year pricing.  For this reason, our contract is crystal clear that they would be reinvoiced at the higher prices upon cancellation.
  I tried working with **** to inform them of my complaints regarding poor service, pre-treating when there is no snow forecast, and shoveling when snow has already fully melted. At that time, they increased the invoiced rates and confirmed the end date of February 28, 2025. My daughter stepped in to manage communication with **** via phone and email and following continued issues, she requested confirmed cancellation on January 14, 2025 which they provided with a new cancellation date of March 12, 2025. 

  
  Every instance of any complaint(s) by this customer was met with a speedy remedy by our crew re-visiting the property to assess and correct as needed.  There were no additional charges for these services beyond the original service event.  Again, please refer to the very specific contract language regarding when/how/if Ware determines whether to mobilize or not to pre-treat.

  
  Ware has stopped responding to emails since January 14. It seems they are taking advantage of their 60-day cancellation window to perform & charge for services that are not agreed to in their contract. We want them to end all services due to the breach in contract (shoveling before 1/2" snow has accumulated) and fix all invoicing issues to only charge us for the work that was rightfully performed (we won't pay for shoveling when snow was less than 1/2")
  These statements are simply not true.  Please refer to the fully-executed agreement (attached).  Ware determines when/if crews will mobilize based on several professional forecasting tools. The terms of the contract, as stated previously, are fully disclosed in the contract.  This customer agreed to these terms upon execution of the contract.  Any additional or further due diligence is at the discretion of the customer to educate themselves.  Ware Landscaping has performed as agreed and ENTIRELY within the scope of the contract.

  
  This customer has unilaterally and unlawfully, made the decision to pay only what they deem appropriate to pay versus that which is actually owed --- including good will credits --- for all of the work performed under this contract.   Please see below snippets from emails received by customer as to what they are willing to pay:
  
  
  As an example, we have included a time- and date-stamped photo that verifies that our crew did, in fact, service customers property on December 31 even though they are disputing and refusing payment on this date citing **** was not on the property.  The photo validation below clearly shows one of our crew was treating the customers driveway proving service was actually performed as invoiced.

  
  December 30 (shift begin)/31 (shift end) verification of services:
  
  Customer currently still has an outstanding balance of $2,397.22 dating back to services performed as early as December 2024 (please see below outstanding invoices).  As a result of nonpayment of monies due by this customer, ********************** has had to outlay and absorb the cost of materials and extensive labor burden at the behest of this customer.  Our crew members are dedicated and work exhaustively under excruciating conditions.  As such, our crew are paid accordingly for their hard work and effort under brutal conditions, often in subzero temperatures, even when a customer refuses payment.  For this reason, we respectfully request immediate payment in full.
  
  Please let us know should you have any additional questions or require additional documentation (invoices, emails, telephone records, telephone recordings, etc.).  We trust that you will agree that our contract delineates a very robust and inclusive detailed scope of work and that we have fulfilled our commitment accordingly.  Upon review, we are confident that you will find in our favor.

  
  We greatly appreciate your time and attention to detail in this matter.  We are not perfect, but we do strive to provide a good customer experience and keep everyone as safe as possible. 

  
  Respectfully,
  Ware Landscaping
  
  
  
  

  
  

  Customer Answer

  Date: 03/04/2025

  Complaint: 22863517
  
  I am rejecting this response because:

  Ware Landscaping & Snow Removal continues to be in breach of contract by performing shoveling and pre-treatment services that are not necessary and that are outside of the scope of contract.
  

  For example, in advance of the anticipated snow storm February 12th to 13th, **** pretreated numerous times. 
  They pre-treated on all of these occasions:
  February 11 at 8:31 AM
  February 10 at 7:39 PM
  February 8 at 3:27 PM
  February 7 at 8:22 PM
  February 6 at 3:38 AM
  February 5 at 8:40 PM
  February 4 at 8:39 PM
  February 2 at 9:30 PM
  February 1 at 12:15 AM
  

  That is 9 treatments, at $73 per service or $584 total, where there was no snow/ice that happened until the Feb 12/13 snow. They should have pretreated once in advance of a storm. 
  

  They also continue to perform snow shoveling at less than the contracted inch of snow such as on February 13. They had already performed a shoveling around 12:04 AM and returned at 5:40 AM to shovel a dusting of snow. This dusting should not have been shoveled as it is below the inch contracted amount and was totally unnecessary.  They charged $148 for each snow shoveling. 
  

  They have also invoiced on invoice #***** for two services on February 14. We have no records of the Ware team at the property on that date. We keep all video footage of their service visits and they did not appear that day. They have invoiced for a pre-treatment and shoveling visit for $73 and $148. On that date, there was no snow fall and the service on the 13th already resolved the snow that had fallen. 
  

  There are complaints from customers on review sites such as Yelp who cite experiencing similar situations with Ware Landscaping & Snow Removal. We are not alone in our issues with this company. This is not a one off experience.  
  

  We have attempted to pay for the services contractually performed, but **** sees it as us "picking & choosing what to pay". We will no longer be submitting partial payment. **** can correct previous invoices to charge for just the services that were appropriately performed within the terms of the contract and at that point we will submit payment. 
  

  In regards to the several credits that **** applied to this account we arent aware of any such credits. There was one event on January 14th when we cancelled our contract (for the second time) where we had explicitly told **** NOT to return to the property but they did anyway and per their email they performed it as well-intentioned doublecheck if this is the credit theyre referring to, this is entirely ridiculous because we specifically asked them to not come back. 
  

  Ware continues to overcharge and over service for snow events, expected precipitation, and even on days where there is no active or upcoming snow/ice/rain/etc. They are performing and invoicing for services that are in breach of the contract. We will not allow a company to take advantage of us. We will not be paying **** as they are in breach of contract. They have fraudulent business practices and this matter filed with the BBB is not resolved it even is becoming more fraudulent.
  
  We have a similar complaint filed with the ******************************************************* in regards to Wares fraud for a mediation process.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/05/2025

  Sir,

  With all due respect, you can reject our response all you want.

  However, the fact remains that Ware Landscaping has performed ENTIRELY within the scope of the contract that YOU agreed to and signed up for.  ALL terms, INCLUDING when, why, and how we will service our snow removal accounts are very CLEARLY defined in the terms of the contract that you signed.  Further, we add an extra, separate acknowledgement space which you "initialed" as an extra measure to ensure that you have read and understand the Terms and Conditions to which you are agreeing upon signing.

  Absolutely NOTHING has been withheld from our terms and the scope of work is very clearly defined in the contract.  In addition, we go the extra mile and further set expectations by explaining the terms of the contract utilizing in-person appointments, sending videos to set expectations, and had numerous telephone calls with you to further help you understand our process and again to set expectations.

  Our complete transparency is absolutely undeniable.  

  That being said, we are not in violation of the terms of this contract; however, you are in violation of the terms given full  payment has not been received for services rendered.  

  I would like to ensure that we are completely aligned and we invite you to read/re-read the actual terms and conditions, as well as the scope of work ,of the contract that you signed (the fully executed contract was sent as an attachment under previous response).

  Please let us know if further documentation is needed.

  Thank you for your time and consideration.

  Ware Landscaping

   

   

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22863517
  
  I am rejecting this response because:

  Ware has failed to acknowledge any of the concerns I have previously mentioned. Nothing has been resolved. In particular Ware invoiced for services dated February 14 under invoice #***** (as previously explained in my prior BBB response) but did not perform any services that day. This is not only a breach of contract, but fraud.  
  Ware may provide documentation of services performed that day, or correct the invoice. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In October of this year I contracted Ware Landscaping of ********** to do a complete redesign of our front yard with new sod, new shrubs and plantings. They came out and did the work but we did have some concerns related to the plants, they seemed to be old damaged plants that look like they were dying and did not look healthy. After they were done Ware Landscaping immediately contacted us for the final payment, at that time I expressed concerns and they said they would send someone out once we paid. After a week I called and was told to send pictures which I did. I heard nothing so I called again once again they asked for pictures so I sent them again. Still no call back I called again this time I got the run-a-round, will have someone contact you. No response so I called again and asked what the warranty was on the project and got a very misleading answer, it was like once it is installed and they get paid it's not there problem anymore. After that when I called my call would immediately go to voice mail, not just once but every time I called it went to voice mail, it was like they were "ghosting" me. I tried sending an email same problem, no response. I just feel that some of the trees and plantings need to be replaced. You should not treat customers that way that is very unprofessional.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ****** to a contract for a French drain installation May 2024 and I paid 50% down ($3500). I have now been waiting over a month and a half for updated registration and insurance to be provided to the village to release the permit to begin the work. I have not heard any news on when this will be accomplished. I have called, emailed, and texted the company dozens of times and I either get no response or am told my message will be passed along. Recently when I call I cant even get through to anyone any more. I paid $3500 for a contract to complete a project which is not being fulfilled. It appears I am being scammed out of $3500.

• Initial Complaint

  Date:09/24/2024

  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.

  On June 24th I gave Ware Landscaping a check for $2000 as a deposit to get started on the agreed on landscape plan in June.They did not show up to start the work until the end of August, after I said I wanted my deposit back if they couldn't get to it soon, then they happen to have it planned for the that week.The plan, that was emailed to me is one of the initial ones that I asked for changes and evidently was not updated. When they got there the end of August. Many of the plants that were planted were brown and nearly dead. I had asked for a tree and to sod an area in the front by the street that was a garden of weeds and annual flowers that I did not want. **** and I had discussed sod and ornamental grass to cover a utility cover. I found it on the plan, but in the wrong location. The plan was online it was very confusing since it was done in hieroglyphics, which was confusing to say the least. The things that I had requested that weren't done, I was told was not on the plan and would cost me extra. I attempted to contact the company to straighten it out. My calls and emails and texts went unanswered. Finally after two ***** ****, the salesman called and came over. By this time weeds were growing like crazy as well as some of the plants I had requested be removed, which obviously were not entirely removed. There were still roots and bulbs below the dirt. He was apologetic about the condition of the sorry looking plants and scheduled to make it right. He agreed that the front area to add sod was on the plan. But when Geronimo came out he said I had not paid for that. They took out the dead hydrangeas and left holes, pulled weeds and added more mulch. I told him that would be okay to leave the holes so they could put the new ones in. Now it has been another ten days and I have repeatedly called and texted and emailed **** to no avail.

• Initial Complaint

  Date:01/17/2024

  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 snow removal company charged for times when they did not come out; they have not gotten back to my emails and calls on demanding an explanation and settlement. I tried to cancel my contract in writing and have not recieved a response back.

• Initial Complaint

  Date:09/30/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Date of the transaction: 10/13/2022 The amount of money paid to the business: $8,084 What the business committed to provide you: ************** have a 1-year warranty. Clean up, mulch sod 30'x27', 30'x10',15'x10' (total $3,963.71)What the nature of the dispute is:Sod in the 30'x10' area died in 1 year. Ware Landscaping had no response to customer's request to repair.Whether or not the business has tried to resolve the problem No.Account/order/tracking number:EST#: EST3423087 Invoice# ***** If the issue involves advertising, when and where the ads was seen or heard No.

  Business Response

  Date: 10/02/2023

  Good morning,

  We have no record of this customer reaching out to us in regard to the sod.  We would be happy to take a look and replace any sod that has not survived in accordance with our warranty.

  Please forward documentation of your outreach attempts by phone, email, and text message so that we may address that separately.

  You have been added to our schedule and we will be stopping by this week to evaluate.

  Note:  IF you responded to a mailing from ******************************************* that is an UNMONITORED email account which is used solely for sending invoices.

  Thank you,

  Ware Landscaping

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  St. **************** believes that Ware Landscaping has charged the church for services in the amount of $11,922.00 for services that were not in the contract. They have the contract and have continued to bill for these services. The contract that st. ******* had with them, specifically stated that they WE WILL NOT DO ANY PRE-SALTING AT THE CHURCH But they continued to do this in spite of phone calls and emails. Calls or emails were not returned except for demands for payment. They charged us for plowing when there was not 1/2 inch of snow, or by the time they got to the church, it was raining or had melted. We were very clear and **** agreed they would only plow if there was 1/2 of snow and then they would salt. He clearly did not follow his agreement. According "The city saw just **** inches of snow this winter, well behind its 30-year average of **** inches each winter, said ***********************, a **************** Service meteorologist. It was also 4 degrees warmer, on average" I am sending examples of information we sent to them. Again, they never responded to phone calls. The church did pay when they the snowfall met the contract requirements. They never have responded and now has turned the church over to a collection agency.

  Business Response

  Date: 07/10/2023

  We have serviced this church for more than ten years.  We have never once raised our prices in that 10-year period to be a good ******* of this community.  

  We have reached out directly to Father ***** in regard to this matter and will be happy to follow up again once that meeting occurs.

  Thank you.

• Initial Complaint

  Date:04/12/2023

  Type:Order 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.

  Date of the Transaction: 7/24/22 & 9/2/22 Amount Paid: Two payments of $3,768.82 for a total of $7,537.64 Scope of work: Business was engaged to remove all prior vegetation of backyard landscape including a private pond. Nature of dispute: Inadequate completion of agreed upon scope of work. Business removed associated plants but did not ensure or prevent regrowth by failing to remove critical root/bulb structures to prevent the same. The same plants have begun to return in the exact location they were engaged to remove. The scope of work also included a 1-year guarantee on sod and plantings, of which this project included re-sodding of ~***** sq ft. Business has ignored client for 6+ months for attempts to contact or even discuss the matter. Ware Landscaping & Snow Removal has made zero attempt to address nor discuss with the client. invoice number:14564

  Business Response

  Date: 08/19/2024

  We gave that customer a refund. 

   

  Thank you,

   

  *****

   

  Customer Answer

  Date: 08/19/2024

   
  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:02/26/2023

  Type:Billing 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.

  To whom it may concern, the core of the problem is dishonest business practices perpetrated by said company. To begin, the contract states that the business will presalt our driveway and walkway when there is under half an inch of snow. However, instead they have been presalting on days where it rains, not when it snows. I have continuously contacted the company through phone calls. The last phone call received from them was on 01/20/23. I called twice after this date and they have not responded back. My only other form of contact has been emails and they have recently been refusing to answer my emails. Attached are pictures of the dates that I am disputing (02/09/23, 02/15/23, 02/16/23, 02/24/23). I was contacted about the 9th and they informed me that was a courtesy service however, I was charged for the other dates I am disputing and it remains unresolved. In addition to this issue, in the beginning of our partnership together I signed a three year contract stating I would use their services for this time. For additional information, after this poor service I attempted to cancel my contact through email on 01/04/23 and again on 01/19/23. The agreement was I had to give a 60 day notice to cancel the three year contract (which I gave). Subsequently, I would be put on the one year contract. ***** from their accounting office confirmed via email that I have been converted to a one year contract. However, I have not received a revised contract stating this fact.

  Business Response

  Date: 03/01/2023

  Customer entered into agreement with ********************** for snow removal.  Ware Landscaping is a premier snow removal company that offers premier snow removal services.
  
  
  Ware Landscaping does not offer customizable contracts.  Safety is our ultimate priority.  As such, we are VERY transparent in sharing how we operate and what to expect.  In order to ensure that our customers know what to expect, our terms and conditions are very clearly demonstrated, at a minimum, in at least three different ways and three different forums, including person-to-person communication, contract terms and conditions, and even a video that can be viewed over and over to set expectations.  We performed ENTIRELY within the scope of work of the mutually executed agreement.  We are not at fault for any customer that signs up for our service, and agrees to the terms and conditions of our contract, yet expects a different result.
  
  
  Although we performed entirely as contracted, and as we promised we would, this customer continued to dispute almost every single service that we performed.  We use many different methods of information to support when we do, or do not, service our accounts.  As known by all, inclement weather is unpredictable and we make the most prudent decision possible.   As defined in the contract, we will PRE-treat (pre is defined in the dictionary as "previous to" or "before") in order to prepare for impending inclement weather.  Unfortunately, this customer continued to try to control when we would provide service and turned our crew away.  Because we were, apparently, not a good fit for this customer, we did allow this customer to cancel the ****** contract.  We invest a lot of administrative time, crew labor, and materials on behalf of customers that commit to a 3-year period.
  
  
  In an effort to maintain a good relationship with this customer, we already removed and/or decreased many of the charges from their invoices, even though we completed those services and should have been paid for the labor and materials we spent on their behalf.  Time- and date-stamped photo documentation was provided to the customer for validation and verification of services.  Please also note that this customer has filed this complaint for services that he has not even been billed for yet.

   

  As demonstrated, Ware Landscaping takes its commitments to its customers very seriously.  We have the same expectation of customers to honor their agreement with us as well.  Filing a formal complaint that is NOT based on poor service is just wrong.  If we are not a good fit for you, we understand and offered you an "out" only to receive a notification of a complaint.

  
  
  In regard to the complaint of not receiving contact from us, I will let the very lengthy email thread and call log speak for itself as it they both prove, unequivocally, that constant, open communication was had with this customer.
  
  
  We have attached a copy of the fully executed agreement, call log, and email threads to date.Tell us why here...

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19501971
  
  I am rejecting this response because:

  1.     According to the terms of their contract, Snow removal shall commence after approximately inch of snow has accumulated. Walkways/driveway will be shoveled at a or more. We will salt each time we come out and when under .
  a.      On 02/23/23 as indicated on the bill, they salted the evening of the 22nd/ early morning of the 23rd for a winter freeze advisory. This contract only covers snow events.
  2.     As indicated in their contract, During early morning snow events we will pre-salt during over night hours to ensure safety and come back later in the day for an additional plow.
  a.      On 02/15/23, the homeowner returned home at 8pm that evening and saw that the driveway and walkways had already been salted. Per the contract, pre-salting would only occur during over night hours. The homeowners took this to mean that salting would occur prior to waking hours (approximately 12am to 6am). 
  b.     On 02/16/23, the homeowner returned home at 5pm that afternoon and saw that the driveway and walkways had already been salted. Per the contract, pre-salting would only occur during over night hours. The homeowners took this to mean that salting would occur prior to waking hours (approximately 12am to 6am). 
  c.      On 02/21/23, Ware Landscaping & Snow Removal pre-salted in the evening. Per the contract, the company should only pre-salt for early morning snow events On 02/22/23 there was no snow accumulation.
  d.     On 3/2/23, the company pre-salted before 8 pm. It did not snow on 3/3/23.
  3.     Per the contract, whenever pre-salting occurs an employee should return during the evening to plow. This did not occur on any of stated dates.
  4.     The homeowners received communication from ***********************, an employee of Ware Landscaping & Snow Removal, via email that the pre-salting that occurred on 02/09/23 was complementary and would result in no charge.

  If you have any further questions please feel free to contact me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/07/2023

  1.     According to the terms of their contract, Snow removal shall commence after approximately inch of snow has accumulated. Walkways/driveway will be shoveled at a or more. We will salt each time we come out and when under .
  a.      The terms and conditions specifically state:  "During early morning snow events we will pre-salt during over night
  hours to ensure safety and come back later in the day for an additional plow."
  2.     As indicated in their contract, During early morning snow events we will pre-salt during over night hours to ensure safety and come back later in the day for an additional plow. Customer reference itself validates that customer knew and agreed to the pre-salt provision in 1.a. above.
  a.      On 02/15/23, the homeowner returned home at 8pm that evening and saw that the driveway and walkways had already been salted. Per the contract, pre-salting would only occur during over night hours. The homeowners took this to mean that salting would occur prior to waking hours (approximately 12am to 6am). As discussed many times with customer, the hours serviced will/may vary based on the actual start time of precipitation. Safety is our priority and we service based on our core values.
  b.     On 02/16/23, the homeowner returned home at 5pm that afternoon and saw that the driveway and walkways had already been salted. Per the contract, pre-salting would only occur during over night hours. The homeowners took this to mean that salting would occur prior to waking hours (approximately 12am to 6am). As discussed many times with customer, the hours serviced will/may vary based on the actual start time of precipitation. Safety is our priority and we service based on our core values.
  c.      On 02/21/23, Ware Landscaping & Snow Removal pre-salted in the evening. Per the contract, the company should only pre-salt for early morning snow events On 02/22/23 there was no snow accumulation.  We understand that, as a premier snow removal company, we are not a good fit for customers that prefer an on-demand service.  We recognize this is the case with this customer and we removed many of the charges for services that were performed.
  d.     On 3/2/23, the company pre-salted before 8 pm. It did not snow on 3/3/23.  A winter storm warning was OFFICIALLY posted for the area by the ************************ (copy attached).  Again, we are not an on-demand service.  Our process was clearly communicated many times prior to customer signing agreement.  
  3.     Per the contract, whenever pre-salting occurs an employee should return during the evening to plow. This did not occur on any of stated dates.  Yes, because our crew was turned away when they tried to shovel/plow.
  4.     The homeowners received communication from ***********************, an employee of Ware Landscaping & Snow Removal, via email that the pre-salting that occurred on 02/09/23 was complementary and would result in no charge. Correct.  I offered that complimentary service in an effort to ensure your safety as severe weather was forecast.  

  
  

  We agree to release you from your 3-year contract per the terms of our agreement.  As the contract states, upon written notice of cancellation, you will be re-invoiced for the difference at the 1-year prices for all previous services.  Once your outstanding invoices are paid, we will release you from further service.  Thank you.

  Customer Answer

  Date: 03/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory and their business practices to be unethical. However, I accept that their practices are within the boundaries of their contract and am willing to close this case at this time.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We contracted Ware Landscaping to remove snow from our property last year and this year. I have since learned that they routinely fail to show up to shovel and salt but have been billing us for every day it snows regardless. I attempted to bring up the hundreds, perhaps thousands of dollars worth of fraudulent charges but management has made no attempt to resolve this issue. Instead, they charged a card of ours that they did not have permission to keep on file. I have learned that there are a number of similar complaints across all the review sites.

  Business Response

  Date: 02/09/2023

  Good morning,

  We have attempted to respond to this complaint several times this morning and have received an error each time resulting in having to re-create our response over and over.  

  I spoke with a kind representative in your **************** area that suggested I send the information by email.

  Writing here as well to let you know that our response has been emailed to ***************************************************** as instructed.

  Please let us know should you not receive our response and the associated attachments.

   

  Thank you,

  Ware Landscaping