ComplaintsforXquisite Irrigation and Landscaping

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite a glowing referral, I have had nothing but issues with the owner of this company. The communication has been extremely frustrating, with many misunderstandings and a lack of customer service attitude. Everything I brought to his attention he put back on me as my fault. He led me to believe they would do a number of things that I showed him I wanted, but then gave excuses for why they didn't or wouldn't do them. There was no listening to reason. Never mind that he forgot to tell the crew to trim a large ****, and someone came back outside of the time he told me, so I was not there, and they scalped the ****. I had just put the home on the market for rent--I did NOT and would NOT have wanted that kind of curb appeal!I paid a large sum up front for the "first" visit, and now he is renegging on the second one unless I pay extra for them to follow city requirements and physically put yard waste into yard bags even if I provide them! How ***** can one be? So $379 was a lot to pay for one-time service at two adjacent properties. How can you do business with customers in ********** if you won't follow the code or expect customers to pay extra for doing what the city requires? Never had this problem with any other provider. As far as I'm concerned, this is breach of contract. I request a full refund OR a continuation of service as quoted on 11/17/23, so I can reap the "benefit" of the large up-front fees I paid.

  Business response

  02/27/2024

  This customer had requested 2 different services.  At 2x separate yards, next door to one another. Both services were completed.  - rental properties.

  The first service she requested was for her lawns to be mowed, edged and shrubs trimmed. I quoted her $50 for each yard plus a $125 one-time fee for the initial service because of the condition the yards were in.  - see attachmnt #2 - Though we only wanted the one service, she intended to start this service back up this spring as on-going 2x per month. 

  The second job she requested last fall was a one-time service for leaf cleanup. - see attchmnt #3

  Both services were scheduled for Nov 24th and were completed that day. 

  3 days after they completion, the customer called me to complain that leaves were not all picked up. She sent me a photo of the backyard with new leaves on the ground and a small pile of leaves in the the back corner of one of the yards. Even though it had been a few days since we serviced the properties, with leaves falling everyday, I tried to make her happy, I told her I would send my crew back the next day to pickup the leaves. I dispatched crew the next day and the gates were locked and they were unable to service the yard.  I tried calling and texting her while the crew was there but received no response from customer. She then called me back the following day and I explained ***** were locked and she said she didn't know the crew was coming that day after I had told her I would send the crew back over the next day and she received a text notification from my scheduling system the crew would be there the next day.  So again, I sent the crew back to pickup the leaves the following day, doing everything I could to make her happy. Once that service was complete she went over to inspect, paid her invoice and said she would call me in the spring when she needed to another yard service. 

  When she emailed me last week, to start up spring mow service, she asked me to supply her with paper ********** bags for leaves and lawn debris. I explained to her we do not supply nor use those bags. She said it's required by the city. I then suggested she probably should find a service that does supply those bags because we are not setup to do that. She did not like me suggesting to find someone else because she has had a very hard time finding lawn crews that will work with her is what she told me. I told her I am sorry. I then decided I did not want to work with this customer as we could not seem to meet her expectations at the prices she was willing to pay. 

  I added a screenshot of the email conversation where I explained that we had completed the initial work which was quoted, approved and paid and then were she requested us to come back out again to restart services. 

  Customer response

  02/27/2024

  Complaint: 21350036
  
  I am rejecting this response because: I don't see an attempt at resolution.
  
  What did I say? It's all "my fault" and more accusations.  Even when I took hours to construct a Word document with screen captures of texts and paintstakingly explained where he misinterpreted things and made up things, he responded with the high-level message that he references, which did nothing to say he understood my points or was taking responsibiity for his own mistakes. In it, I admitted my mistakes, but I doubt that he read it, much less understood it. 

  Nothing will change my mind about how badly this all went.  It started when he did not tell his guy to trim the **** and went downhill from there.  The quote does say ongoing service, but now he says he only intended to do a one-time serivce?!  That's not what I agreed to--not what's in the quote.  But this admission makes it clear that he never intended to honor the contract for ongoing service! 

  I will not bother to read the response in Google. Nothing but a full refund will "resolve" this complaint to make it go away. Buyer beware.  
  
  *****************************
  ********* Rental Properties

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