ComplaintsforTotem Rocks & Landscaping

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Totem Rocks performed landscaping in our yard. There were several things during the project that we were unhappy about including that they took twice as long to complete the job than what they said initially. Once the job was complete, we asked for a list of the plants they put in the garden bed - first email sent on 8/4/2023 - received no response. Sent multiple follow-*** until ******** finally responded about the plants (9/5/2023) with very little detail - screenshot included.Then, we were informed that three azalea bushes were way too close to the **** unit. One plant is already touching the unit. We contacted Totem again (9/6/2023) asking for more details on the plants and for help with the azaleas and received no response. Emailed again on 9/11 and, on 9/12, ******** said We will relocate the azaleas to wherever you would like. They were intended to hide the hvac unit so we can keep them there at more of a distance or put them in another spot if you prefer. The crew should be able to stop by next week and do it.We never asked for the **** to be hidden. And certainly didnt want something done at the expense of the **** unit and costly plants. After they said they would relocate them, we didnt hear anything more and no one came to relocate the plants. On 9/23, we emailed them and 9/24 were told they would come this week. Its 9/28 and, once again, weve not been contacted at all. We paid them over $16,000 and are just asking them fix a mistake they made and to share the names of the plants they put in. The lack of communication is extremely disappointing. We just want them to finish the job.If they cant move the azaleas and provide details for the other plants by 10/6/23, wed like a refund for all of the plantings + cost to hire someone to move the azaleas as well as any other plants that will need to be moved to accommodate relocating the azaleas.

  Business response

  10/03/2023

  Please see attached PDF of the correspondence between the client ***************************** and Totem Rocks & Landscaping. Ever since we received her complaint, we have intended to return to her property to replant the azalea bushes as requested. As was explained to her, we are a family business with one small crew and we have been working at a location that is about an hour away from her house. It was explained multiple times that we would come by as soon as we were able to and that the job to move the azaleas is on our schedule. Also, please see attached job list that shows how this was a very large job and all of the work was completed successfully and to the client satisfaction except for these small bushes which were a very tiny fraction of the job. It is not a problem to move the bushes and never has been. We are a reputable company and stand by our work. When requested, we always return to after the job to ensure our client's needs are met. Despite our repeated assurances that we would return to her house, ********* has harassed us (in her own words, see attached email) with repeated phone calls and emails and has now filed this BBB complaint to our dismay. We will continue to be in touch with the client regardless. Attached photos will show satisfactory completion of this significant job according to the attached job list with sod insulation and hardscaping. Totem Rocks & Landscaping cares about our clients and we hope that we can resolve this issue without further incident..

  Customer response

  10/05/2023

   
  I am rejecting this response because: the response contains false and inaccurate statements and fails to address the issues from the complaint.  
  The business stated that we harassed them with constant calls and emails which is completely false. The last time we called them was 8/11/2023. The detailed list of dates we emailed (below) shows that, after receiving no reply from the business, we followed up three to 10 days after the previous email. 
  The business didnt acknowledge the fact that this was due to their mistake though, the workers did confirm that this was an error on their part. No apology or acknowledgment from the business beyond that.
  We asked multiple time for a list of the plants they planted and only received a very vague and incomplete list. We have continued to ask for the full list and they refuse to provide it. 
  
  8/19 We emailed following up due to no response to voicemail from 8/11 
  No reply to email  - three days later on 8/22 we emailed again 
  8/22 totem replied
  8/24 We responded 
  No reply to email  - ten days later on 9/3 we emailed again
  9/5 totem replied  
  9/6 We responded
  No reply to email  - five days later on 9/11 we emailed again
  9/12 totem replied  
  9/13 We responded 
  9/14 totem emailed said theyd come to fix the mistake the week of 9/18
  No show, no communication 
  9/23 We emailed
  9/24 totem emailed that they would come that week (9/25)
  No show, no communication
  
  
  
  

  Business response

  10/18/2023

  The azaleas were moved on 10/5/23 and there has been no further coorespondence with the client. Please note that it was always our intention to move the azaleas per the client's request. My emails to the client were professional and attentive in the time between completion of the job and the moving of the bushes. Any claims by the client that indicate a refusal to address her complaints are untrue. We stand by our work and repect our clients as fellow community members. We're glad this situation has been resolved but the damage done to our small business, including a one-star ****** review and this BBB report, is regrettable.

  Customer response

  10/21/2023

   
  I am rejecting this response because: the business is still completely ignoring half of the complaint. Moving the azaleas AND providing us with the info on what the plants are that they put in the garden. We have asked for that 8 times before even filing the complaint. And they still refuse. Its extremely disappointing that they wont do one simple thing that they should have done when we paid them over fifteen thousand dollars. 
  
  

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