ComplaintsforHeritage Lawn and Landscape

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** ********* came out in May I told ****** I wanted all shrubs, leaves, weeds etc & rocks removed in landscape areas. I wanted dirt, grass seed & straw where new landscape would be smaller. I got 8 new bushes in front of house. My email to ****** 8-8-23 stated per our conversation today, I want bushes, leaves, weeds etc & rocks removed (removed meant hauling away). Contract said remove plants/shrubs/ 1 small tree clean up all the landscaping beds in front yard, This includes plant removal (all plants including evergreens), pulling weeds removing leaves and sticks and removing any debris laying in the beds. I have a brain injury and to me debris includes rocks since when you get new rocks you get rid of old ones, & that's what we agreed to verbally. I told ****** about my brain injury 1st day he was here and that due to brain injury I have severe balance issue making it hard for me to walk & stand. I require a cane for both & don't go outside more than I must. ****** bragged they did me this big favor grading 2 areas in my yard, not part of contract & I didn't want graded. I discovered a week or so after job was suppose to be done that they left rocks by landscaping where grass seed and straw should be. They covered the rocks with straw knowing I couldn't see them & I couldn't go check due to disability. I called ****** when I found rocks & he said they completed everything in contract & more (that grading favor I didn't want) & they would not do anything else. I said grass won't grow on rocks & he said put some dirt on it. I caught the rocks left where shrubs were planted and they removed them. After I talk with ****** it occurred to me they moved rocks to (that grading favor). I checked, and found they moved rocks (that were to be hauled away) & spread them in my yard over my grass & other rock area. ****** deceived me & due my brain injury he thought he could take advantage me. I want all rocks removed as we agreed and yard fixed (from favor)

  Business response

  10/20/2023

  On August 10, 2023, Mrs. ******** was sent four landscaping proposals. On August 17, 2023, Mrs. ******** signed and accepted all of the proposals. (Proposals attached)
  
  The first proposal included removing all of the landscaping in the front landscape beds, pulling weeds, removing leaves, sticks and other debris from the beds. The second proposal was for trimming the honeysuckle in the backyard and trimming the Juniper in the center landscape bed of the driveway. The third proposal was for installing weed fabric, topsoil, and rock along the driveway. We removed the existing landscaping and installed the new rock along the driveway. We put down grass seed and straw along the beds where the original landscaping was removed. The final proposal was for installing eight new plants in the front landscape bed.
  
  We did not do any grading at Mrs. ********’s home. A bobcat was used to remove the existing landscaping prior to the installation of new rock. Using the bobcat, we scraped away the existing plants and soil (approximately four inches). All of the requested existing landscaping was removed from Mrs. ********’s property. We did not spread rock throughout her lawn as she had stated. We only installed 2”-3” sized rock where it was requested in the landscape beds and along the sides of the driveway.
  
  On September 19, 2023, Mrs. ******** sent an email to our manager complimenting the work that was completed (see attached). In this email, she states that her yard looks 100% better than it did, and we should use a photograph of her home as an advertisement. She also complained that the weeds were starting to grow again. Even though it has been 27 days since the weeds in the landscape beds were removed, our manager went out to spray the area again. When he arrived, our manager noticed that the weeds Mrs. ******** pointed out were not in any of the areas where we removed or sprayed for weeds per the accepted proposal. Our manager sprayed these weeds for Mrs. ******** at no charge.
  
  On October 9, 2023, Mrs. ******** called regarding rocks she had seen in her lawn, our manager met with her and walked her property. He explained that we did not spread rock in her lawn. Removing the pebble sized rocks throughout her lawn was not part of her original quotes. He explained that the contracted work that we had quoted and performed was completed, but that he would send our crew back to remove this small area of rock and that was all we were going to do. Mrs. ******** then yelled profanities at our manager, so he left the property.
  
  Our manager has been to Mrs. ********’s property several times after the work was completed. The work that was quoted to Mrs. ******** has been completed. Attached are several before and after pictures of Mrs. ********’s home as well as her complimentary email and her signed proposals.
  
  If Mrs. ******** could tell us exactly what items on the proposals were not completed, we would be happy to complete these services.
  
  Thank you for your help with this
  
  *********
  
  ************
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had them this year. I went outside and saw that the grass clippings had not been blown off as usual. I also notice a chunk in my sidewalk. There are also cracks and holes in my siding. I called them, and they said they would come out and look at the siding, They agree that they should have blown the grass clippings should have been blown off the house. I told them I expected not to pay for that visit, but they charged me anyway.

  Business response

  12/02/2022

  We told her that we will send someone out to repair her siding.  When the contractor came out the son said sent the contractor away and said he will do it himself.  

  Customer response

  12/04/2022

  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

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Heritage Lawn and Landscape has been harassing me since last summer's end on paying an open invoice for "additional mowings and fuel surcharges". Before the previous summer I had elected to pay for 25 mowings for the year. Nothing more, nothing less. I'd been a customer of Heritage for years so I simply resubscribed again last year with the same expectations. Never was an agreement or contract signed saying I could be charged over and beyond my initial payment. I've asked the company to provide such agreement and they could only produce a flyer that was sent in the mail that had this messaging, this was not a contract nor anything I signed when providing my payment. After continued harassment and a threat of sending my account to collections I've decided to pay the amount as it would cost more to fight it in court than it's worth. Therefore, I've decided to file this public complaint so others are aware of their money-grabbing attempts in addition to formally requesting a refund of this amount paid as it was never agreed to.

  Business response

  02/16/2022

  In February 2021, ****** ******** along with approximately 1000 other customers received a mailer from Heritage Lawn and Landscape with pricing information for the 2021 lawn season. I have attached Mr. ********'s mailer. I highlighted the area on the mailer that explains our process for mowing after the pre-paid lawn cuts have been completed. I also have highlighted the area that explains our fuel surcharges.

  I have also attached the back of the mailer which again explains the pre-paid mowing terms (highlighted).

   

  On February 25, 2021, Mr. ******** called our office to pre-pay for his mowing service with a credit card. After the payment was processed, we then emailed him the attached receipt which also explain the pre-paid mowing terms.

   

  On August 31, 2021 Mr. ******** received his first invoice for the fuel surcharges. On September 30, 2021, Mr. ******** was mailed his first invoice for the lawn mowing over the 25 lawn cuts and the unpaid August 2021 invoice. If Mr. ******** did not wish to continue with the mowing service, he could have cancelled at any time. On October 31, 2021 Mr. ******** was mailed his past due August invoice, his past due September invoice and his October invoice for mowing over the 25 pre-paid lawn cuts. On November 30, 2021 Mr. ******** was mailed all of his past due invoices mentioned above along with the final invoice for the season for his last lawn mowing on November 5, 2021.

   

  We feel that our customers are well informed with our policy of mowing after the pre-paid lawn cuts have been used. We have been using this exact process for over 10 years and have never had an issue with a customer not understanding this process.

   

  Please let me know if you need any further information.

   

  ***** *******

  Heritage Lawn and Landscape

   

   

  Customer response

  02/16/2022

  Complaint: ********
  
  I am rejecting this response because: I simply did not agree to these charges and them being on a mailer is not sufficient for me agreeing to them as any court would agree.
  
  
  
  Sincerely,
  
  ****** ********

*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. ↩