ComplaintsforTotal Landscaping & Design

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company planted a tree in my front yard and some bushes and the other landscaping work and all the plantings survived except the tree in the front yard and they won’t replace it, There are other bushes and shrubs around the tree and All survive Except the tree. I contacted them they asked me to pick out a new tree they said they were going to deliver it two different times never showed up never called. They asked me to send them pictures which I did. Also I had asked them to do other work and they were supposed to give me an estimate and at the time I still hadn’t received the estimate and I was upset about them not coming to replace the tree and leaving me hanging on days that they told me they were going to be there or not showing up so I told them I didn’t want him to do the other work that we had discussed And just replace the tree. I never received any phone calls from them I had to keep calling them back.

  Business response

  07/12/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 7/11/2022]]

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

  Dear ************, in regards to complaint ******** concerning our customer. Customer contracted us in August of 2021 to do some landscaping work on her property as well as plant some trees and shrubs. The work was completed in December of 2021. We were contacted by the customer in May 2022 to say the tree looked dead. Our greenhouse supplier does not guarantee trees and shrubs once they are taken off their property. We also cannot guarantee trees or shrubs after they are planted in a customers yard, it becomes their responsibility to maintain and care for the trees. This was explained to the customer. Trees and shrubs are also not guaranteed in our contract for that reason. As a courtesy to our customer, we were going to swap out the tree because other work was going to be performed, but the customer cancelled that work and just wanted the tree replaced.

  **** *****

  Total Landscaping and Design

  *Please see attached.
  

  Customer response

  07/13/2022

   I am rejecting this response because:
  
  I am rejecting this because I have a copy of the contract and nowhere on the contract does it say that the trees and shrubs are not guaranteed.

  And when I contacted them they asked me to send a picture of the tree which I did and they made appointments to come out to replace the tree and never showed up or called, even had me pick out a tree. They never said the tree wasn’t guaranteed and that they were just doing me a favor ever. Also I asked him to give me an estimate for additional work which he hadn’t done yet so we did not have a contract so I did not cancel anything because he never gave me the estimate on the additional work.

  I haven enclosed a copy of the contract and some correspondence.

  Thank you **** ******

  
  

  And if this is true that he doesn’t guarantee his product I guess he won’t mind if I post on social media that this landscaper does not guarantee his product, So you might want to look for someone else to do your landscaping work.

  
  

  Also again I would like to state that all the other shrubs that he planted that I took care of are still alive and doing well and some of them were planted around the tree the tree was the only thing that died.

  Customer response

  07/20/2022

  [[BBB TRANSCRIPTION VIA VOICEMAIL FROM THE CONSUMER 7/20/2022]]

   

  Consumer retracts the request of a new tree. She has hired a new landscaper to put in a new tree and they are coming in tomorrow. She would prefer the business offer some sort of refund. 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 02/**/2022 Amount of Money paid: $******* Business Commitment: To identify the root cause of why the sinkhole had formed and to fix. Nature of Dispute: The ask was to dig a hole; find the root cause; fix the issue. I even told them not to come on a rainy day and they came on a rainy day. They dug a hole 2 feet x 2 feet - the water from the rains was filling and the muddy water didn't have good visibility; they also said there are some utility lines (which they knew ahead of time) - asked me to call a plumber. They have not even filled the hole dug. Business has not tried to resolve the problems Invoice #******* There was a sinkhole forming from storm water drain. I had asked for an estimate for finding the root-cause and fix. They dug a hole and referred to a plumber and left. They did not know what they were doing; billed me for digging a hole (which was part of the full effort); they did not fix the problem. I want a refund to be processed.

  Business response

  03/22/2022

  [[BBB TRANSCRIPTION VIA TELEPHONE CALL WITH THE BUSINESS 3/22/2022]]

  Business stated they did not advise to have it done during the rain, but it was to their advantage while they were there which would show waterflow etc.. The business stated they gave an estimate to the consumer to investigate/locate and advise on the issue regarding the sinkhole. Estimate for digging 4ft or less 1200 + tax and general labor/repair 500. The business utilized 2 men, machinery, and 4 hours of labor. The business dug to 2 ft and came across utility lines, which makes things dangerous. He stated 10 ft of digging would need to be completed to see disconnect in drain. He advised the consumer that he can contact his storm drain department and they would fix it for him for free. The business also offered to purchase soil to cover the hole at no charge to the consumer. The consumer declined stating not an issue at this time if it has to be redugged etc...

  The business then received correspondence from the consumer on 2/27/2022 stating he was charged too much for the work completed and will file a complaint unless a refund is initiated. The business responded that they will not be offering a refund for the work that had been completed. The business dug, found the issue, and advised on how to get it corrected.

  *Please see attached.

*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. ↩