ComplaintsforPNW Landscape & Design

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It started in 2022, now it is 2024. M.F. said he could build a CMU wall here but he needed ********* to put me on his calendar. I view this as a deposit. I wrote him a check. The following year he said he needed ********* and some odd dollars for materials. I wrote him a check. Both of these checks went for nothing as he later told me that he has trouble finding the materials and/or the person who was going to do the job committed suicide.He created landscape damage that time and us have had to repair a little at a time. He left a wooden fence of about 85 feet and a usable patio that had no "lip" and therefore needed to be modified by someone else. In total we wrote him checks for over ********* and this is what we got. Very disturbing.However, I was willing to let it go and get a refund. He refused a refund. Even the tree debris that we picked up and later had the larger pile picked up by a professional because M.F. claimed he could not do it as he was sick and his person ghosted him, to have a professional pick up that very large pile 6 months after it was put there was *******. He said he would reimburse us. He did not.This is addressed to the BBB and not to M.F.

  

  Business response

  08/23/2024

  Responding to the inaccurate claim yet again.

  The client agreed to the scope of work back in *******. Then we were to construct a fence which included taking out 30 plus trees. We performed those services and more. We cut up the wood for the client as she wished. We then hired out two separate contractors to remove the debris and therefor put us on the hook. We accept that as this was not the clients fault for the debris. However, the client then changed the scope of work from where we cut the trees down and spent hours prepping for, to 1/4 of the original distance. 
  

  The patio in question was constructed and completed in 2023, the client voiced how pleased and excited she was to use her brand new patio. Even stating her daughter was coming into town and couldnt wait to use it with her. Not sure what lip she was talking about as there was never a discussion about any lip, border wall etc. this is completely false.

  Since We constructed the fence, the fence has had multiple issues that our ******* has noticed upon going back to repair. Such as impact locations on the fence, logs that were NOT there when we completed the fence, assuming those were cut and dumped and potentially hit the panels. Graffiti also has now been spray painted on our work. 
  

  The customer again also trys to threaten us with that shes in law. The customer agreed to part ways mutually and then begins to slander our business and me personally. We are asking the review be removed as it was in breach of contract when she defaced our company with the post. Upon agreeing to our contract, the customer agrees if to part ways amicably, they would not be able to post, anything negative regarding our company. They did not listen and in fact did so. 
  

  I have been very transparent regarding cost and price for everything. We even agreed to deduct the cost of the brush pile from the final cost or even refund the customer for the $1,700. We NEVER refused. We even have text messages confirming that. 
  

  We would appreciate this matter to be closed and to have the customer remove the review and part ways permanently and carry on as mature, responsible adults. 

  Customer response

  08/23/2024

   
  Complaint: 22187576
  
  I am rejecting this response because:

   

  It is false.  One of the stranger things M.F. says is that I threatened him because I work in the legal field.  What happened was I posted a review on his company's website which said almost the same as here.  He then contacted me to tell me that he will begin legal action against me unless I remove the review.  I texted back that my comments were almost identical to two others on the website at which point he claimed that he had dealt with them legally and reached a resolution.  Since I do work in the legal field I know that it would be a miracle to just get something filed in the amount of time between the postings dates and today's date.  I have the text messages in my phone if that helps.

  As for the refund of the debris removal there was no check issued to me to reimburse me.

  As for the job being done, there is no *** wall here and after reading the comments of his customer in *****, I imagine I am lucky in that regard.

   

  Nobody pays ********* for a small patio and 86 feet of fence.  I have the checks if you would like to see them.  They were all cashed.  That is money from me for work that did not happen.

  I also have the contract for the *** wall and have marked on there what was done and what was not done.   On that list one thing was done and according to the contract the price for "Remove ***** trees" was to have been waived.  I have the contract if you would like to see it.

  I cannot imagine how M.F. thinks that what he has done is acceptable and I can show you his texts threatening legal action against me for speaking the truth. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/27/2024

  Once again, false.

  The Customer *********************************** has been the one who has been not only threatening her position in law, but also was extremely rude and condescending to myself on a phone call that took place earlier this year. Regarding the debris pile, which we hired out twice to two separate companies and was never done, we took ownership for the blame. However, during the phone call, which my wife was present for and heard everything that was said, B.V. began cutting me off and telling me its my turn to speak. Never truly listening to me, or anything that was said. She belittled us and our company which we will never stand for. After the conversation ended, we agreed to remove the cost of the debris pile from the final bill.

  Months later, the customer decided to change the scope of the work drastically as far as the size of the project. I informed her that the stone she wanted we could not get in as it was very difficult to get that specific color and style. I suggested we continue the wood fence to match it and keep the cost the same instead of any up charge. She declined until we fixed the post that was leaning for some reason. Which we did and properly fixed it. She then said Ill see how the fence looks after. After fixing, she declined to have any more work done and demanded a refund. Which that was never agreed upon between us. We decided since she no longer wished for us to continue, that remaining funds would not be paid out to us and we would part ways amicably. She agreed. She then wrote a negative nasty review which was false and filled with information that was NEVER brought o my attention, especially the patio. Mind you, the customer raved about the patio and fence after both were completed! We have save EVERY text message, email and voicemail from the customer and will provide those as well. We never threatened the customer, but stated that she was in breach of her contract for slandering our company and informed her to remove it within 72 hours or we would file legal paperwork for defamation of character. Thats not a threat. It was a statement and a request. A nice and polite one as well. We also informed that we would not like to part ways this way and would love to make things right for both parties but going our own ways. She responded with, guess the truth hurts huh? The customer refuses to be level headed and willing to work with us in a mature adult like manor. We would appreciate the customer sign the termination paperwork, remove her post about us on the BBB and any other social media locations and go her own way. Thank you 

   

  **********************;

  Customer response

  08/27/2024

   
  Complaint: 22187576
  
  I am rejecting this response because:   it is filled with lies.  I am surprised that anyone who knows that I have possession of the text messages and have also taken screenshots of them would lie so blatantly.

   

  I don't know what happened to M.F. to make him this way, but any reader will notice the strong similarities between my complaint and the previous two, also filed in 2024.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We (****** and ***************************) entered into a contract on 12/4/2023 with PNW Landscape and Design. The owner is *************************. The agreement was for landscaping our front and back yard, including a rock retaining wall. The job has not been finished. ******** sent us a text on May 31, 2024 at 8 am. The text said he would "replace the dead plants, drip line cut down where flagstone needs to go (ramped on the right side, as per the contract) finish the flagstone and have the address sandblasted on the front rock." He also needs to repair an irrigation leak, adjust the weed barrier under the stone walkway by the garage and move valve from walkway. Walkway should curve to end at the patio, not the grass! We are also concerned about the sod in the back yard because there are huge gaps between the pieces. Lastly, we need a detailed explanation of the charges, along with receipts of expenses. The contract called for concrete curbing, and that is not what we got. We made the last payment on 4/23/2024. In good faith, we have paid all his invoices for a total of $55,592.28 Since that text of May 31, ******** has refused to respond to our phone calls and text messages.

  

  Business response

  07/09/2024

  Responding to the customers complaint:

   

  We have not only met and exceeded their requests, we still continue to received new add ons, after the project has been completed.

  We added flagstone to the hillside that the customer requested. No where in the bid did it state we will install fabric, yet we did it anyways.  The customer then asked are we installing top dressing to the same area, which my ******* replied, " you will have to ask my boss about that one." No, we did not include top dressing to the bid for that area. 

  The fabric that was deemed wrong around the other side of the property was investigated by our ******* and other employee and was installed correctly. 

  The customers request to have the irrigation box moved, is absolutely incorrect. We installed the box there due to the customer requesting grass on the south side of the property, which again was not included within the bid. However, per their request, we installed it and the grass. The customer PERSONALLY saw the finished flagstone pathway and where it ended, which was to their grass, and liked it, signed off on it and paid for it. Later on, they decided it wasn't correct for them. They included that within their complaint to us. Instead of asking us to move it, prior to us finishing, they decided to add that too their claim and insist we did it wrong. 

  The ONLY thing we are still on the hook for, is the address rock. The gentleman we used before, has retired and is no longer in the business of on site sandblasting. We will continue to search for another company to install the address on the address rock, as agreed to by us and the customer. We consider this claim to be fulfilled, and closed as we have been in communication with the client. 

   

  Thank you

   

  *************************

  Customer response

  07/18/2024

   ******, 
  I have struggled with the BBB website.  I just saw that there was a reply from ********.  
  
  We are not satisfied.  Contrary to what he said, there is NOT weed fabric covering the entire walkway.  It is only partially under the stones.  Please see attached photo.
  
  There is sod in the backyard that needs to be replaced.  Weeds are coming up in the cracks.  ******** assured us that if it didn't take or was a problem, he would replace it.  
  
  His worker, ****, showed up with flagstone.  He looked at the sod, and agreed that it should probably be replaced.  He said he would "be back."  So far nothing, and no response to my text inquiring when **** would be back.  
  
  This is what we should expect for $55,000? And paid in good faith that he is a man of his word?
  

  
  

  

  Business response

  07/18/2024

  Good morning ******,
  I personally have never had any issues with the BBB and their website.
  
  I have reviewed what the customer *****  sent over and its absolutely false. I am attaching pictures from when we left the job site with the sod installed and what they just had on their lawn recently. They are having their house redone and the workers have scattered their tools and hardware all over the lawn in the back. 
  
  The customers, ****** and ***** have had a long history with their builder as he made many many mistakes with their home. After working with them as their landscaper, I understand why he as the builder had issues with them. I do NOT condone the work that he did to their house as it was done what seems to be on purpose. Thats not how we operate.
  ***** has told two very different tales to her stories. One story she mentions here as **** (my *******) said he agrees the lawn needs replaced, told me personally, after he left the jobsite last week, that the sod looks great and theres a few areas that could use some seed to fill in but thats all. 
  
  He has also told me that he had a conversation where the customer *****, mocked Me for me telling them in a conversation we had before we finished, that I had a photographic memory. She denied this, but no one else knew I said that other than ***** and ******. 
  
  They made multiple changes to our work after they both approved the work was satisfactory and great. After months of working, ****** would pull **** aside and make him change walls, locations, stones, etc. They denied these claims as **** my ******* would call me daily to complain about the constant changes and that we cant keep going backwards. 
  
  The customers have denied everything. Even going as far as deny opening a bid. Which I sent for an add on, which was opened precisely at 10:58pm on April 21st and then again at 11:49 that same evening. The next day, while we were having a conversation about add ons etc, I brought up the fact that you opened the bid last night and they both denied it and acted shocked. After confronting them with this and letting them know, the program we use called Joist which is a very high quality bid program, *****, stated, how dare you, I cant believe you would believe technology over us! After that remark and the constant mocking of me as the owner, we respectfully wish to part ways and no longer have contact with this customer. We also request that any negative feedback stated anywhere would be removed as I have text messages from ***** stating she would write us a wonderful review for our wonderful. 
  
  Thank you and we hope this helps! 
  
  **********************;

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Project total agreed upon: $50,780.46 - January 4, 2024 down-payment landscaping $12,705.12; March 15, 2024 good faith check: equipment drop off $5,000; March 15, 2024 first payment: landscaping $14,052.67; Invoice # **; PNW committed to:-Demo areas and haul away extra material. This is all in prep for block walls, stairs and irrigation.-Fill soil to be brought in to bring grades up.-Build a block wall: This will be CMU block. Block will be 4 feet in height. This covers the cost of block, mortar, concrete footing, rebar, stone and concrete within the hollow CMU block. 74 feet in total length. Pea gravel and perforated pipe will be installed behind all walls for drainage. Also, small weep holes will be drilled near the bottoms of the walls as well.-Irrigation set up for all *** areas, Includes box, pipe, new clock, sprinklers and valves -Stairs will be placed in between breaks of the walls. 24 stairs -Basalt flagstone steps: Install 341 sq feet of basalt steps to create a sitting area.- Poly Sand for Pavers: 20 bags of poly sand - Gravel for sides of yard, shop and trampoline area. 10 yds - Soil and ***: Bring in turf builder for bed areas and for the *** locations. 25 yds and ***** sq feet of ***.- Poly edging: 8 sticks. No charge. (Normally $35 a stick)- Front fix: Fix the front area next to neighbors. This area needs to come up and be leveled out. *Nature of the dispute: According to the ***************** of Idaho, ************************* and PNW Landscape & Design are not licensed to work in *****, and the job they have been working on at my property, is in *****. Also, I have many concerns about the safety and stability of the retaining wall PNW is responsible for as I firmly believe it is unsafe and improperly constructed; a sentiment 3 professional masons share with me. Lastly, PNW has departed from the agreed upon drawings for the project without consulting me. *Resolution: PNW (*************************) has tried to convince us our concerns are not valid: no resolution.

  

  Business response

  07/02/2024

  Starting back on March 18th, we began work at the customers residence. We began demoing out the backyard area and prep work for the designed landscape proposal. After what seemed to be a normal week of work, the customer reminded us that they would be leaving or vacation and would not like anyone onsite while they are away. We agreed and informed them that, because of us leaving the site at their request, it might take a bit to get back to the jobsite. Before the customer left, we had our mason (Stetson Masonry) that was subbed out come in and build the *** walls for the customer. The customer instantly had issues with how the wall was built, from bags of ***** mortar being shoved into the walls, which is an old ***** trick that stop grout from pushing through the joints on the walls, to how the wall was constructed. We informed them that the walls height did not require it to be structurally engineered and that the way it was constructed was correct and safe. The customer, upon returning to the project from vacation asked us to extend the current wall from 5 feet to 14 feet which was going to put the wall into the garden box area. We informed the customer about this, and they said that was not our decision to make, however, the wall was constructed before the customer went on vacation and they had not spoken a word to us about it. Upon, us having this discussion, the customer then went into how we were going to install garden beds along the wall and how the footing would come into play. We suggested cutting out part of the footing that was not in the way of the wall and would not compromise the structure of the wall. The customer did not like this and in fact then began to question us as a company and the walls. They had informed us that they had 3 other masons review the wall and said it was deemed not safe. Upon hearing this information, I requested the masons names and numbers, so that I may ask them what they thought made this wall unsafe and see if we had maybe missed something or they did. The customer said they would provide that information. They never did, and we continued to ask repeatedly, to which the customer finally said they would have the masons email our company email with their contact information. Which, day after day went by and still, not contact from the masons. We decided as a company that because we had not been able to come to a meeting of the minds, that we would have our other ***** from A+ Masonry come out and check out the work. I even sent over pictures, dimensions and discussed the way the walls were built to which they agreed, it was safe and done correctly. Upon informing the customer about this information, they said, We would still like 3 of our 4 masons sign off on your work before we continue, which cancels out our ***** coming out there and wasting his and our time. We again, requested the masons names, numbers and even certifications from the customer, to which they still did not provide. We decided to part ways with the customer after this and informed them, we would be typing up out termination letter to drop by and have them agree and sign Monday, May 20th, 2024. The customer did not respond, and then today Wednesday, May 22nd, 2024, wrote to us asking if we were still having our ***** come and that we did not show Monday. We informed the customer that because you had not confirmed that it was ok to show up, we did not want to trespass upon your property till we got written confirmation that it was indeed ok. Today, Wednesday, May22nd we at PNW Landscape & Design officially agreed to part ways with ***************************. We are signing paperwork Friday, May 24th. All remaining funds, totaling the amount of $19,042.67, will not be paid out to PNW Landscape & Design. 
  The customer, **************************;will remove any disputes, negative information or any sort of social media postings regarding us, our work or any person involved with this project immediately. The customer and PNW ********************** & ********************** agree to part ways amicably from the date upon signing.  

  Customer response

  07/03/2024

   
  Complaint: 21664417
  
  I am rejecting this response because: PNW Landscape & Design has not paid back the money we paid them in good faith for the landscaping to be done in our back yard. The landscaping is not done, we do not want PNW Landscape & Design to come back as they were not licensed to work in ***** when they were working on our property in *****. Further, ************************* informed me in a text that if something went wrong with the Idaho Contractors License, he would refund the funds I paid.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/09/2024

  We reject what the customer has stated. The customer is correct, had there been any issue with a license, such as it be revoked or suspended, we would refund the funds. However, that is not the case. The license is active and in perfect standing. We just finished a project with Loves Travel Stops which they approved our license and our finished work was deemed professional and left better than when we arrived. The customer kicked us off the site do to her concerns over the ***** wall. We advised her to have her three masons call us to discuss their concerns that she supposedly spoke to them about. After numerous attempts to have the client get us their information and the constant delays from her regarding their busy schedules. We decided to part ways. The customer has yet to complete the termination paperwork we signed and delivered a month ago. We would like the customer to part ways with us as we no longer wish to attach our company to her or her husband anymore as it has become a consistent headache and we are way too busy to play games with these customers anymore. 

  Customer response

  07/09/2024

   
  Complaint: 21664417
  
  I am rejecting this response because: PNW Landscape & Design did not have their Idaho Contractors License until May 6, 2024, and they began work on my Idaho property on March 18, 2024. I filed a complaint with the *********************** about PNW Landscape & Design before May 3, 2024 and I know this because they sent me a complaint acknowledgment email at 6:22 am on Friday May 3, 2024. The reason I filed a complaint is because I discovered PNW Landscape & Design had been working on my property in ***** since March 18, 2024 without their Idaho Contractors License. I maintain PNW ********************** & ********************** owes me $31,757.79 because something went wrong with their Idaho Contractors License, and they told me they'd refund me if that happened.
  
  Sincerely,
  
  ***************************

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