ComplaintsforYellowstone Landscape

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, A Yellowstone employee damaged my gazebo Netting and the curtains. I reached out to the company via email several times & provided pictures. Finally, after a couple of weeks of no response, I followed up and finally someone reached out to me asking for the info to replace the curtains and the Netting. I provided the info. After waiting, I noticed I only received the net, not the curtains Therefore, I reached back out to the company and was told via email they decided not to replace my curtains. (After they informed me they would). YS has damaged SEVERAL ******************* in my subdivision. I want my curtains replaced being that they were damaged by their employee and also I was informed they would be replaced.

  Business response

  12/14/2023

  Please find attached the information that addresses the complaint and that we had the understanding of what was damaged and required replacement and what did not. This also documents that the follow up was handled in a timely manner. Thank you. 

  Customer response

  12/28/2023

   
  Complaint: 20920562
  
  I am rejecting this response because:To whom it may concern,
  
  I received a letter in the mail regarding my complaint against Yellowstone Landscaping.
  
  I apologize if I am not replying back via the proper forum, however, when I logged into the response portal, I did not see anywhere to respond. 
  
  With that being said, I am not satisfied with the outcome of my complaint.  
  
  The first thing is, the manager, ************************* was emailed by me personally,  therefore, she could have responded to me personally like she has done on several occasions being that I am the President of the *** and have met and spoken to her on many occasions. So there was no need to "copy" me on an email, when she had every opportunity to respond to me directly she has my email and personal cell. So the excuse she provided is useless for not reaching back out to me regarding my complaint.
  
  Also, I initially reached out to ************************* (manager) as well as upper Yellowstone management on Nov 2nd regarding the damage done to my property. After this issue not being resolved by the 16th, I emailed again as to what was going on with my complaint.. (That is why I noted it took a couple weeks). I reached out on Nov 2nd...by the 16th this was still unresolved. 
  
  Also, I was told by *************************** (office manager) they would do an "investigation", therefore, I made sure she received pictures of the damage as well. 
  
  *************************** (office manager) then reached out to me "AFTER  their investigation", stating they would in fact replace my damaged curtains and net and asked for my address and the 2 links from Amazon to place my order. Which I provided everything they needed. I was then informed my order had been placed and on the way. 
  
  Where things took a turn is when ****** (Yellowstone manager) was copied on an email that we (property management & the ***) would be terminating their contract and looking for a new lawncare provider for this very reason, their crew damaging the property of multiple homeowners AND their crew doing a HORRIBLE job. 
  
  This is a classic case of RETALIATION due to their contract being canceled. The reason why they are refusing to replace the curtains after *************** (office manager) not only said they would but went so far to say my order was basically on its way. 
  
  Lastly, During this "investigation" they did not send anyone out to access the damage nor did they ask for any additional pictures,  they stated my order had been placed. Then switched and said they would not be replacing my curtains.  RETALIATION.
  
  Very bad business practice. Its not about a pair of $25 curtains,  its the principle.  No wonder they have such bad reviews. 
  
  I am providing emails as well. If you need me to send this information somewhere else, please advise. 
  
  Email: ******************* 
  
  Thank you for your time,
  

  
  

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

  Business response

  01/16/2024

  We have reached out to ************** directly and have reconciled the complaint by reimbursing her for the curtains. Our investigation determined that we didnt think the damage caused could have been done by our type of work and was not reported by our crew which was the reason for the denial. ************** mentioned that she felt our denial was based on retaliation for a cancellation of our contract. At this time we have no record or no indication that our contract is being cancelled so that would not and has never been a deciding factor in our decision regarding incidents.

   

  Sincerely,

   

  ************************* | Vice President of Sales & Marketing Greater Chicago Market 
  Yellowstone Landscape
  23940 W. *********. | **********, ** 60585

  Cell: ************ |  www.yellowstonelandscape.com

  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our subdivision contracts with Yellowstone for grass cutting. One of their employees who rides the ride a long lawn mower has crashed and damaged areas in the front and back yard on 6 occasions. It is always the same employee and I spoke with ************************* today and requested from now on I only want a push lawn mower and weed ****** to be used. My *** contacted the account manager ********************* and I received an e-mail on Tuesday the 27th that he would be contacting me. I heard nothing. I called him on Wed 9/28/2022 and there was no VM pick up nor did he answer. I was also given his cell phone and there was no answer or VM pick up. I called about 3 times throughout the day and left messages with receptionist for him to call me back. I heard nothing. On Thursday 09/29/2022 I called ************ again on his cell phone and this time he did answer. I asked him why he had not called me back. He said I left no VM. I reminded him that his VM is not activated on either his land line or cell phone. I therefore left message with the receptionist. He then said he got my compIaint. I explained to him all the damage that a particular employee had done. **************** asked me why I didnt report it sooner and I reminded him that I reported it immediately after each incident to the *** who in turn reported it to YellowStone. He never apologized for the damage done by their employee and in fact made excuses for the employee that damaged my property 6 times by saying she was an excellent employee. He did nothing but argue and make excuses. His attitude conveyed an "I could care less" tone. He did nothing to engage me in conflict resolution. In short his PR skills are horrible. When I told him his employee who was damaging my property was incompetent he told me she was an excellent employee. No apology, he escalated the problem by making excuses. I had to engage him in conflict resolution.

*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. ↩