ComplaintsforGreen Acres Landscape Inc

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Green Acres Landscape to complete a project around my pond. The project manager came out and we walked through the project and I explained issues that we had in the past and what I was wanting the project to look like. He assured me that if I purchased the larger more expensive flagstone then it wouldn't brake and sent over a quote with the items he purposed we used. Shortly after installation the several of the flagstone pieces broke and the edging that was installed failed and rock moved. I reached out several times through email and phone to the project manager asking for assistance and could not get a response At that time I called and spoke to the office manager requesting a refund. She asked if she could look into my complaint, which then I received an email from he project manager stating they would fix the issue. After some discussion and ideas I decided to have what they had done removed and I would consider adding some concrete around the edge of the pond. Having only budgeted a certain amount and the proposed cost of the concrete I notified the project manager I wouldn't be able to do that because of cost and arranged to exchange the flagstone for **********, which was not my original idea. Then after several attempts on me to confirm when we could get this completed and no response from several emails sent to the project manager I again asked for a full refund from the office manager through email. Their work on the project has failed and with the lack of professionalism and the request for additional money to fix the issues I no longer trust that this will be completed right and in a timely manner.

  Business response

  09/22/2023

  Thank you for your email dated 18 September 2023 regarding our valued customer,  ********************************  We have a written contract regarding the project, and we have fulfilled our performance obligations.  We have also done additional requested work on the project at her request, without additional charges.  We have gone above and beyond our obligations to satisfy our customer. 
   
  At this point, our customer reports that the matter has been submitted to the *************************************, as the dispute resolution process regarding the matter.  We appreciate you at the BBB.   However, since the *** dispute process is in progress, we will not also be further responding to your note. 
   
  Best,
   
  Green Acres Landscape
  

  
  

  Customer response

  09/22/2023

   
  Complaint: 20515504
  
  I am rejecting this response because:

  They admitted fault multiple times and had the opportunity to fix the issue but unfortunately have horrible customer service and dont respond to emails until the request was made for a refund. 
  
  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. ↩