Complaints

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am so disappointed with Agave LD. They have provided lawn maintenance for over 2 years and we were pleased. So, when our tree died from the freeze, we hired Agave to replace it with a 30 gallon ******** Oak. I received a quote via email to remove the current tree and roots, remove the single layer stone surround, plant the new tree, and put mulch around it. Our current tree already had a single layer stone surround so I wanted that to be put back in place. I was told Agave will only do a 2-layer stone surround with rebar. We agreed they would keep my stones to use and just charge me for the additional stones needed to add the 2nd layer plus rebar and mortar and labor. This added approximately $500 to the quote for a total of about $1781.45.We were required to pay 50% of the quote in order to schedule the service. We approved for the payment to be debited from the card on file. We were charged TWICE at a rate of $964.21 for a total of $1928.42, which is $146.97 over the quoted price and they didnt provide receipts for the charges. When I called to get one of the charges reversed, Agave refused to refund the extra charge and stated I just wouldnt owe anything once the job was completed. They ended up completing the job within the week but its not even close to what I was charged for! I got a tiny 15 gallon tree and my single layer of stones put back with mortar. I called and asked for an itemized bill and was told Agave doesnt provide those, that its just a block quote with everything lumped together. What kind of company refuses to provide an itemized bill showing exactly what the customer is being charged for? When I stated I did not receive what I was quoted and charged for, the rep stated she would have a manager call me. Nobody ever called. I will be canceling all services with Agave and expect an itemized bill, an updated bill to reflect the materials and work actually used and completed, and a refund for the difference in supplies and labor.

  

  Business response

  07/18/2023

    It was never stated we will only do a 2 layer stone surround with rebar as evident in the completion of the job in question and the description of the work to be completed which was approved by the homeowner.  Same thing regarding the expectation of Mulch being installed, this was discussed but not in the final description of work to be completed which was approved by the homeowner.

    The $146.97 in addition to the stated cost of $1781.45 is for tax, as shown on the invoice and annotated on the estimate of work to be completed.  $1781.45 x ****** (Tax Rate) = $1928.42.

    There was an error made with the initial 50% being charged twice.  During communication of this error with the homeowner there was no refusal of refund.  The homeowner stated if we can complete the job by the next week there would be no need to refund the double charge of the 50% up front.  We completed the job by the next week.

    We provided a 30 gal tree, not a 15 gal, as shown on the invoice for material from the tree distributor (Line 2) along with the description of work to be performed.  Quecus Polymorpha Mexican White *** is synonymous with ********* ***.  Providing this invoice was to be done on contact with the homeowner which has been non-existent.

    Company policy is to not itemize landscaping work as it is too frequently used to price shop.  No itemization of work to be done for this homeowner, or any other, has ever been provided.

    A manager did call the homeowner on 6/16/23 and left a voicemail asking for a call back, which was never made.

    Homeowner has yet to cancel services and we cannot refund a difference in supplies and labor that does not exist.  Mrs. was called twice (morning and afternoon), emailed, and texted as of 7/14/23, shortly after us being notified of the review.  No correspondence or acknowledgment from the client as of yet, so there has been no opportunity to explain to the homeowner regarding her incorrect statements and contradictions from provided documentation.

    All pertinent documentation regarding this situation has been provided to include the job invoice, job/estimate description as provided to and approved by homeowner, material line item invoice from the tree distributor (Line 2) showing 30 gal tree purchased, internal account notes, and screen shots of the text conversation pertaining to the second 50% charge that was made in error and the mutually agreed resolution.

  
  

*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. ↩