Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair 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.

  There is a lot of construction going on in my neighborhood. During the construction of the home across the street from me. This company was installing the sod, they used mini backhoes and other equipment to transport the sod to the lawn. Instead of using the cul de sac to turn their heavy-duty equipment around they used my driveway without my permission to turn around for their convenience which left deep black scratches in my driveway. Due to the multiple power outages my driveway camera was temporally down and did not capture the violation. My sister was witness to the offense. I was told unless I have video, I could not prove they were the ones who made the marks. I asked what happen before video, my sister is a witness. Once again, I am a Single African American Senior Citizen being pushed to the side. All I asked was for them to acid wash the driveway to remove the marks.

  

  Business Response

  Date: 07/08/2024

  *****,
  
  We understand your concerns and appreciate the opportunity to address the situation regarding the damage to your driveway. We take all customer complaints very seriously and have thoroughly investigated your claim, after you initially submitted it to our customer/your builder: True Homes.
  
  All of our company vehicles and equipment are equipped with Samsara tracking devices, and after a detailed review, we can confirm that none of our vehicles or equipment were near your driveway at the time of the alleged incident. 
  
  We also want to clarify that our company did not deliver the sod in question. The investigation confirmed that the sod was delivered by another contractor. Therefore, based on this fact and the above (regarding the proof from our tracking devices) we believe the damage to your driveway was not caused by our equipment or employees.
  
  While we understand your frustration, we must emphasize that our employees have also been subjected to your harassment and yelling during their work hours, as captured in videos we have on file. We request that any further communications with our team be conducted respectfully. 
  
  We acknowledge your sister's account as a witness to the incident, and we are sympathetic to your position. However, without concrete evidence linking our company to the damage, we cannot accept responsibility for the marks on your driveway, as we have solid proof that our company did not cause the damage in question to your driveway.  
  
  We recommend discussing the matter further with the contractor who delivered the sod, as they may be more closely connected to the incident.
  
  Best regards,
  **************************;

  Customer Answer

  Date: 07/08/2024

  
  I am rejecting this response because: I was told that the tracking device was on the truck only, not the equipment. There is no way to prove they did not use my driveway as a turnaround.
  
  

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have called several times to complain about a tree that is dead on my lawn, and they refuse to call back to resolve the issue. I talked to ***, their customer service agent, and he has been unable to help me with this issue. He told me his managers would contact me, but they have never done so in two months. I have a year-long warranty, and this tree is a feature of my house, so it must be replaced. Neighbors tell me their trees were replaced, but this company chose not to replace mine.

  

  Business Response

  Date: 05/13/2024

  We called and spoke to homeowner regarding issue. All warranty issues go through homebuilders, who then issue repair POs to our company. Homeowner working with our manager to resolve issue at hand regarding tree. 

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business about my complaint and find that this resolution is satisfactory to me.The Manager, *******************, did precisely what he said: to give a new tree. 
  Thank you. 
  

• Initial Complaint

  Date:05/26/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Southern Shade Tree built a retaining wall on our property as well as the neighboring properties. When they completed the job, they dumped the remaining rock on the property and covered it with sod, pine straw and dirt in different areas.

  

  Business Response

  Date: 06/18/2023

  We are actively working directly with the homeowner, in a positive direction to resolve their concerns completely. 

  Customer Answer

  Date: 06/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.