Complaints

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• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After two years of consistently having to call and remind about services or complain about quality of services, yardvarks then one day decides to send me a host of supposed unpaid invoices claiming short pay or unpaid. The bill is the same every month and is paid electronically thru their emailed invoice portal. In order to understand whether their claims were accurate would require going thru two or more years of banking records to check amounts paid and when. It seems very unlikely and also poor business to not give any notice if there is an unpaid amount in a timely manner as to not ******* someone with claims that they know would be very inconvenient to refute while also holding hostage the fact they can send the consumer to collections based off their apparently very poor record keeping of their business. Given very poor quality of service, poor customer service and seemingly unethical billing procedures, I would stay far away from this business.

  Business Response

  Date: 03/01/2024

  Dear *****,
  

  We are writing in response to the complaint filed against Yardvarks on 2/9/2024 regarding alleged poor quality of service and billing concerns. We appreciate the opportunity to address these issues and provide clarification.

  
  Upon careful examination of the complaint, we would like to assert that the allegations made are inaccurate, and we would like to offer our perspective on the matter:

  
  1. Poor Quality of Service: We take immense pride in delivering high-quality lawn and landscape services to all our customers. Our team of skilled professionals adheres to strict quality standards and strives to exceed customer expectations with each project. We have thoroughly reviewed the services provided to the complainant and have found no evidence to support claims of poor quality. Furthermore, we encourage open communication with our clients and would have welcomed the opportunity to address any concerns promptly had they been brought to our attention during or after the service. This customer in question had brought 1-2 service issues to our attention over the past 1-1 years. These issues were addressed with an on site meeting between the customer and our Client Success Coordinator. Other than these few issues the customer had not brought any other issues to our attention until we sent them some past due invoices.  
  

  2. Billing Concerns: Regarding billing concerns, our company maintains transparent and accurate billing practices. We provide detailed invoices outlining all services rendered along with associated costs. Upon reviewing the customer's billing history, we have found no discrepancies or errors. We are committed to ensuring that our billing processes are clear and understandable to our valued customers. We invite the complainant to reach out to us directly to discuss any specific concerns they *** have regarding their billing statement, and we are prepared to provide further clarification if needed. Additionally, the disputed amount in this complaint of $9,000.00 is inaccurate. The amount in question is under $1,000.00.
  

  In conclusion, we take customer feedback seriously and are dedicated to resolving any issues or misunderstandings that *** arise. We value our reputation for excellence and are committed to upholding the highest standards of service and integrity in all our business dealings. We take such pride in our customer relations that just over a year ago we created a new role within our organization, Client Success Coordinator. The entire purpose of this position is to ensure that high standards are met across all of our departments and to ensure that customer satisfaction is always met. We know that we are not perfect and that sometimes the relationship between a customer and a service provider cannot come to agreeance.
  

  We kindly request that this response be included alongside the original complaint for a comprehensive understanding of the situation.
  

  Should you require any additional information or clarification, please do not hesitate to contact us directly. We appreciate your attention to this matter and thank you for your assistance in resolving this issue.
  

  Sincerely,
  
  *****************************
  Client Success Coordinator
  
  YardVarks ********* & Outdoor Enhancements
  10026-A *************************. #***
  *****, ** 74133
  Office ************
  Fax     ************
  Web    www.yardvarks.com

  Customer Answer

  Date: 03/01/2024

  I am rejecting this response because:  i spent several months constantly providing feedback and dealing with what should be straightforward yard work, only to have consistently subpar results. Re: the billing issues. When I received all the supposed unpaid bills, I spoke with a lady who told me she was trying to clean up your billing mess and she apologized profusely for not knowing why if there were ever any unpaid services, they werent addressed in a timely manner.
  

  A Ponzi scheme could employ someone with Customer Success Coordinator or anything of the like, doesnt mean they are performing god business or actually taking care of their customer. Joke.

  Business Response

  Date: 03/04/2024

  Thank you for providing further details regarding your concerns. We regret that your experience with our services did not meet your expectations, and we appreciate the opportunity to address your feedback.
  

  Regarding the quality of service:
  

  We sincerely apologize for any dissatisfaction you have experienced with the quality of our lawn and landscape services. We understand the importance of consistent and satisfactory results, and we regret if we fell short of delivering on this promise. Our team strives to ensure that every project is completed to the highest standard, and we take customer feedback seriously as an opportunity for improvement. 
  

  Regarding billing issues:
  

  We apologize for any confusion or inconvenience regarding billing matters. Our billing processes are designed to be transparent and efficient, and we regret if there were any discrepancies or delays in addressing unpaid services. We take full responsibility for any shortcomings in our billing procedures and are committed to resolving any outstanding issues promptly. We have taken steps to review and improve our billing practices to prevent similar issues from occurring in the future.
  

  We value your feedback as it helps us improve and better serve our customers in the future.
  

  Once again, we apologize for any inconvenience you have experienced, and we thank you for bringing these matters to our attention.
  

  Sincerely,

  *****************************
  Client Success Coordinator
  
  YardVarks ********* & Outdoor Enhancements
  10026-A *************************. #***
  *****, ** 74133
  Office ************
  Fax     ************
  Web    www.yardvarks.com