Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/15 I paid a deposit of $848.50 to Regan landscaping. When the person (Dominic) came out to give me a quote a few days prior to that deposit I told him I did not have a lawnmower and the job needed to be done soon. He said that should not be a problem. I was told over the phone by Laura when I made the deposit that my materials would be ordered and will call with a date as soon as available. When the company came out to do the work on my lawn on 4/22 I was notified it was too overgrown to do the work and they would get back to me with an estimate to mow it first. Two days later, after having to call Laura again, I got an estimate for $650 to mow my lawn even before work could be done. I said that was outrageous and scrambled to ask a neighbor for a favor, which I still had to pay for. I then promptly called Laura back to schedule the work, and was told the scheduler was not there today and would get back to me soon. 5 days later I called Laura again, and was told they didn’t know when they could fit me in the schedule again. I explained again that I did not have the means to mow again before they were able to “fit me in”. I asked to be released from the contract but I understood there were the costs of the materials that I knew I would be responsible for. I was made to believe that the manager was “looking into” what he could do and that he understood I was going to pay for the materials already bought. From my phone conversation today with the manager (Ryan) I am told my contract has been cancelled, I am NOT entitled to the materials I have already paid for, and that I was “making out good” on cancelling a contract. I explained I would not have cancelled it if I had known they were not going to give me the materials as I said I was just going to try and do the work myself as I could not count on when they would be there. now I have NO materials, no contact, and am out $848.50. I even offered to pick up the materials and was told they were not mine.

  Business response

  05/17/2024

  Upon arriving at the client's site to complete her installation as scheduled, we were unable to do so, because the client's grass was almost a foot high. (See pics)We advised client we would be unable to proceed with the work until such time as the grass was mowed. We did quote the client on a price for a one-time cut, which she declined. The client eventually did get her grass cut, and we then worked to get her back onto our schedule as quickly as we could.It is very important to note that like any other contractor, our schedule is preset for weeks to months in advance. Once the client missed their install window because of their property conditions, we had to work to find another spot to fir her in - which needless to say, is not an easy task at our busiest time of year. Had the property been properly maintained, the job would have been done as scheduled on 4/22.We worked hard to reorder our calendar and moved other clients back so that we could accommodate rescheduling this client. We returned to complete the job in full at the earliest possible date that we could (5/7). (See pics) We have heard nothing on this matter since completing this install, so we are left to assume the client is satisfied with our work, will satisfy her invoice, and we consider the matter closed.

  Customer response

  05/17/2024

  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. 
  
  Regards,
  ***** *****
  
  
  
  
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Based on the 7/7/22 conversation. I am not interested in continuing the process of sod installation with your company and I am requesting a full refund. It is now 7/14 and no one has bothered to reach out to me although this note was forwarded to John. I am not whole, I am worst now then before the job. I had grass and now only dirt in my backyard, hill in front of my gate is destroyed. The grass was killed and the dirt has large deep tire tracks from the machine used. I want the deep tire tracks filled and the destroyed sod removed from my property including several dead rolls that were left since 6/21/22. The crew only came 7 days in June. Most days were less then 4 hours and one day a worker was caught on camera under suspicious circumstances that threatened the safety of my home and family. Another day employees were just lounging(one laying in a wheelbarrow)and not working for long period of time before being sent home by Forman. After 5 months of run around I received a rushed grossly subpar install (due to staffing issues I was told). I started calling once the weather broke because it could not be fixed last year since the install was few weeks before winter. I called in March, but no one came until site check 4/18/22. I was advised the sod would be reinstalled in a few weeks. After months of calling again (repeat of last year) crew finally started 6/8 for 7 inconsistent days until 6/21. No one has returned and I have been beyond patient. I have experienced Loss of Enjoyment and Use, Stress, Inconvenience. My sod is clearly not a priority and the staff that was sent to my home in the past made me feel unsafe an and uncomfortable. I should not be forced to continue after I have given so many failed chances. It would just be in best interest for everyone involved to discontinue going forward. I hope this is quickly resolved by someone who values the company reputation and believes in providing far better customer service experience then I have received so far.

  Business response

  07/21/2022

  We have been working with this client for several weeks now in attempting to satisfy her concerns, but we have been extremely hamstrung by the fact that the client has specifically stated that she is only willing to work with our Construction Manager himself, Craig.

  The client's concerns would have been resolved a LONG time ago had she not made this very specific request. Our Construction Manager has been out of work for the past several days and as such, we are unable to return to finish the client's job, because again, the client has stressed she is only willing to work with one person on this project. As soon as that person returns - which we hope will be early next week - the client's project will resume, and the work will be completed as contracted.

  It is worth noting that the client has - at several different points on both the original install, and the re-do this year - attempted to significantly change the scope of work to include several items which were NOT part of the original contract. This has resulted in Regan giving her free work, free labor and generally caused a tremendous amount of confusion and chaos throughout the project.

  Again, Regan will complete this work as contractually obligated, as soon as our construction manager returns to work.

  Business response

  08/05/2022

  Greetings,

  I am resending the attachment as requested.

  In reading it, you will note Regan has made numerous offers to resolve the client's concerns. Additionally, you will note that our two most recent emails to the client, have gone unanswered. It should be apparent that we have tried our very best to remedy this situation. Now that the client is no longer responding to us, there is nothing further we can do.

  It would be appreciated if this complaint is closed and stricken from our business records with BBB in accordance with your guidelines.

   

  Sincerely,

  Regan Landscape

  Customer response

  08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  BBB spoke to customer and the following was relayed:

  I am not satisfied with the business response and at this time I am going to investigate other options.

  
  Regards,
  
  ******* *******
  
  
  
  

  
  

*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. ↩