ComplaintsforPreferred Landscaping Services, LLC

• Initial Complaint

  01/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We paid $550 to preferred landscaping for seasonal plow services. On 1/10/24, we woke up to find plow services had not been completed, even though there were many inches of snow. The company also plows our neighborhood road, and by 1:30pm when I returned from work, the road was plowed and our driveway was not. I have TWIN PREEMIE infants at home and I needed to get home and relieve the sitter. I attempted to go up the driveway and slid backwards down the in-plowed driveway into a tree, resulting in a cracked tail light. I had to repeatedly call Preferred Landscaping to get someone to come plow. When they came, they claimed the car I left in the culdesac was blocking our driveway and they could not plow, called once and left without plowing. I was working from home and could not take their one call. No one walked up the drive and attempted to knock on the door to see if we could move the car, they just left. They refused to take anymore calls from us and would only communicate via email while ignoring calls. They refused to come back to plow until they were already planning to be in the neighborhood again, many many hours later (overnight between 1/10 & 1/11). Now it is 1/13, we have had another several inches of snow and no once came to plow our driveway. I have an ongoing medical condition that *** require surgery. We have twin newborn preemies at home. We both have jobs. It is absolutely vital that we be able to work, get our older child to school, and be able to get to the hospital or have emergency vehicles get to our home in the event of an emergency. It is unacceptable that this business took our money, and has repeatedly failed to provide service and will not answer our calls. We should not have to call them to ensure services are provided. We do NOT want to cancel services mid-winter and be left without plow services. We want the services we paid for to be provided as promised.

  Business response

  01/19/2024

  We apologize for the frustration. On 1/10, we started the first night of a multi day storm with our team working ***** hour shifts overnights to try to keep things cleaned up. On the first night, we honestly skipped this driveway on accident. It was a new account and my driver just mistakenly forgot to get it. After the guys were home for some rest, I took a truck down to clear this driveway but was unable due to the homeowner parking their car at the base of their driveway. If I would have tried to plow it out on the steep incline, the likelihood of me slipping even a little bit and hitting the car was too high for me to try it. We returned that evening and plowed out the driveway.

  On 1/13, we went through our routes as normal, but a tree branch had come down blocking a portion of this driveway. My driver did not have the tools or the time to clear the branches in the middle of the night. We returned the next day to clear the driveway.

  Since these events, we have been plowing out this driveway with each event that we have done our other residential driveways.

  Again we apologize for the frustration with phones. During events like these the whole team is engaged at different hours, taking different shifts to get some rest so that we can stay safe while going through our plow routes. For this reason, we send out an email before each event and request that customers communicate via email, so that multiple people have access and are able to respond when they can. That being said, we do not ignore calls and in fact had talked multiple times over the phone with these customers.

  We apologize for the frustration and would be glad to refund the remainder of the season if the customer would like to find someone else to clear their driveway. We also are glad to keep them on the schedule for the remainder of the season as we plan to do.

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