Complaints

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• Initial Complaint

  Date:09/26/2022

  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.

  We purchased a large boulder from ******** Landscape which was delivered to our home on June 14. When asked to position the boulder, their employee did not lift the prongs on the fork lift high enough and caused $650 in damage to concrete curbing that had been installed ten days prior to the delivery. According to a conversation with the manager, ****, on the same day, the employee did not deny that the damage had occurred yet the company will not take responsibility to repair the curbing. They sent another employee to our home on June 22 to take pictures. **** called a couple of hours later and left a message saying the owner is not going to repair the damage to the curb. I called her back and said I was going to dispute the transaction with my credit card company and they could come get their rocks because I dont want to do business with a company that doesnt stand behind its work/employees. **** called from her personal phone that evening and said their company used to install this type of curbing and the owner thinks its a $200 repair, so he is offering $200. I told her its not enough since the repair estimate from the company that did the installation is $650. I told her since their company has installed this type of curbing, they can fix it or they can come get their rocks and refund my money. Havent heard from them since.I did dispute the transaction with the credit card company, and it was recently determined that the charges will stand as it was a valid transaction, so that avenue to recoup some of the damages is not viable. If the owner continues to refuse to take responsibility for the damage caused by his employee, my next step will likely be legal action.

  Business Response

  Date: 10/04/2022

       This is in response to the September 26 complaint from ******************************   ******************** paid only for delivery and not placement.  Our standard delivery charge only includes delivery of product on the pallet and placed on a paved surface like the driveway.   We always evaluate any placement of boulders in the office at the time of purchase and charge accordingly for that placement.  Further, we have signs posted at our office that say we are not responsible for damages as we have to use heavy equipment on the property where the boulder is being placed that can cause damage.  She only wanted delivery.  Once the driver was there, she asked him to place the boulder.  The driver obliged out of courtesy and placed the boulder without problem or damage.  Then, she wanted him to move it again after placement in the bed.  This is when the minor damage was done to a small portion of her border.  ******************** was directing and guiding the driver .

  
       Our company has experience with concrete border work.  The minor damage that occurred could have been repaired easily.  We offered her a credit to do that and she refused, demanding a larger credit.  She is asking for the entire border to be replaced at three times the average market price.  ******** Landscape Nursery offered a fair remedy to the situation at what it would cost us if we did the repair and the offer was declined.  We consider this matter closed.

  Customer Answer

  Date: 10/04/2022

  Complaint: 18123474
  
  I am rejecting this response because: there are multiple misstatements.

   

  #1   ******************** paid only for delivery and not placement. Not true. We explained to the person checking us out that the boulder was to be placed in front of a generator installed in our front yard by the street. I think we may have even shown her a picture. There was no discussion of an any issues or an extra charge to remove it from the pallet and place it. We paid $115 to have it delivered and placed as discussed when were checking out.

   

  #2 After the driver carefully placed it in front of the generator, we asked him to push the left side up a bit to center it. It is not true that ******************** was directing and guiding the driver. The problem was that he didnt lift the forks up high enough and caught the edge of the newly installed border. It pulled up the entire front edge and separated it from the concrete sidewalk. 

   

  #3 They offered $200 against the $650 we were quoted by the installer to do the repairs. When the manager, ****, called to tell me that, I told here it was not enough and if they can do it for that they should do so or come get their rocks back and refund what we paid.  I did not decline the offer; I asked them to take care of the repairs or come get the rocks and never heard from them again. That still standsI would them to repair the border or come get their rocks and refund my money.

  Regards,
  
  ***************************

  Business Response

  Date: 10/12/2022

  It is true that ******************** did not pay for placement, only delivery. The standard pallet delivery charge to her location is $115.  This charge only includes delivery on a paved surface such as a driveway, not placement.  ******************** did show a picture of where she was going to put the *******. Initially she selected and purchased a completely different ******* and came back in before delivery and wanted to refund and change it. Which we allowed her to do. She was showing us pictures to show that she thought the new ******* she selected would work better to hide the generator. She never paid us to place it for her. When a customer wants ** to place a *******, we explain that we are using heavy equipment and are not responsible for damage. It is also posted in our office. Furthermore, the area she is asking about is a very small area. Please see the attached pictures.  She is requesting the entire border be redone and upgraded. The quote is 3 times the average price for what she has. We are not taking further action with ********************. Thank you.

  Customer Answer

  Date: 10/12/2022

  Complaint: 18123474
  
  I am rejecting this response because:
  

  FirstThere was never any discussion about not positioning either the first *******, which was exchanged for the second one, as part of the delivery fee. I mean, reallywho would expect two senior citizens to be able to move a large ******* from the driveway to anywhere!

  Secondwe are not asking that the entire border be repaired. We are asking that the damage to the front edge, clearly visible in the pictures, be repaired.

  Regards,
  
  ***************************