Complaints

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• Initial Complaint

  Date:07/27/2023

  Type:Sales and Advertising 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.

  Last fall I asked Heath Outdoor to replace several arbor vitae that had died, and were still under warrantee. They replaced some, not others, and said to contact them in the Spring. I contacted them to tell them the trees were, in fact, still dead, and needed replaced before I put my house on the market. They informed me they would not be honoring their warrantee. I asked for a refund, which they refused. I emailed the person back as well as another manager as to how disappointed I was and had no response. A few weeks later, I received an email saying my service was scheduled. I thought it was great they were finally going to replace the dead trees. I had already moved out of the house so was not there to witness the service. When I returned later that week, the trees had not been replaced, but there was extra mulch in the beds. I was confused because I had already hired, payed, and received services from a different company to mulch and edge my lawn before the sale of the house. I continued to be disappointed with Heath Outdoor, but decided to move on, despite needing to pay someone to remove the dead trees, spending an extra $200 for that service. A few weeks later, Heath Outdoor sends a bill for over $2,000 for mulching and edging. A service I did not request from them or sign a contract for. I have called twice and left messages and sent three emails asking them to stop requesting payment for a service I did not ask for or authorize. They continue to harass me and demand payment with repeated sending of the same invoice, with someone's name I have never spoken with. Today they finally responded to an email of mine and continue to demand payment despite no evidence I am at fault. I need them to stop harassing me with requests for payment of a service I did not request or authorize.

  Business Response

  Date: 08/18/2023

  We do not warranty trees, plants, and shrubs; it is stated in our terms and conditions. However, we evaluate plants that fail and replace in cases of workmanship.  Our mulch service is a recurring service. We send emails at the beginning of every year to the clients that received that service the previous year. The email informs clients that we will be out to do that service again unless they inform us otherwise. This email was sent to this client in February and opened, but this client never responded. Since we did not receive a response from the client telling us they did not want that service this year or that they had moved; we completed the mulch service. Our accounting team received emails from the client disputing the invoice sent and communicated to the client that no further action was required. That invoice has been voided.