Complaints

This profile includes complaints for Longhorn Landscaping's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Longhorn Landscaping

  207 Parkland Crescent Southeast Calgary, AB T2J 3Y4

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  Longhorn Landscaping

  Private Address Calgary, AB T2E 0L3

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:22/07/2024

  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.

  In Sept '23 this company's services were obtained by our neighbours to build a fence. We paid for our side of the fence, including one gate for access to the backyard. We paid 500 dollars for said gate. At the end of May of this year, we noticed that the gate does not open, due to the fencepost that is closest to the house being warped. My husband sent two text messages to the owner of the company and did not get a response back. Our neighbour's gate had been completely ripped off by the wind, and the owner came back to fix the neighbour's door but didn't contact us at all regarding our gate issue. I left two voicemails, one at the company's main phone line and one on the personal cell phone of the owner of the company. I didn't hear back from either. I sent a text message to the owner's cell phone to which he responded with "Hey, It's ****** with Longhorn Landscaping. I was there about a month ago looked at the post. It seemed to warp. There's really nothing you could do unless we dig out the whole post.". I responded with "But we can't open the door. What's the point of a door if you can't open it? Especially when we paid $500 for said door?" No response. I texted him on Friday the 19th, "So when will you be by to fix the door so it's operational?". No response. I called him today from my work phone and he answered. It was a terrible conversation in which the main message was that he could dig out the post and replace it but he would charge us. This isn't a satisfactory response and horrible customer service and business practice. We have paid for a gate that doesn't work and this is not acceptable.

  Business Response

  Date: 23/07/2024

  The homeowner did have a shared fence built with their neighbour who hired our services and Longhorn Landscaping built a gate for this homeowner as well. Our craftsmanship of the entire fence, gate and installation of the hardware was good and without issues. The issue here, which the business owner let them know by text message, was that the wood post where the gate latches has warped. The customer believes ********************** should replace this post and gate at our cost due to the post warping. Longhorn does not ever warranty wood, the same as our wood suppliers, as there is no way to guarantee how wood will weather or age. This is common practice in the industry, though we do our best to pick the best-looking wood boards and posts to showcase our work well. Should there be an issue with our installation or workmanship, Longhorn would always correct the issue.

  A resolution was offered to this client over the phone,which was to replace the post and re-attach the latch which would make the gate close properly again. She was asked to pay the replacement cost of the post and Longhorn would have provided the labour to remedy the issue. The homeowner declined and proceeded to swear and threaten the business owner. She mentioned the company she worked for and how she would use her influence to smear our company name. We have been in business for over 23 years with thousands of satisfied customers. The fact that this homeowner did not like that wood is not under warranty, does not entitle her to threaten the owner while swearing and calling him names, and try to ruin our business name in the community. The homeowner is not entitled to a reimbursement of 5 times the cost of the gate,due to one post needing replacement for the gate to function again. We will not be reimbursing any money and we do not intend to send any of our employees to perform further work at her home. She was offered a satisfactory resolution which she declined prior to making this complaint today.

  Customer Answer

  Date: 24/07/2024

   
  Complaint: 22025665
  
  I am rejecting this response because:

  
  Complaint: 22025665
  
  I am rejecting this response because:
  As a consumer, when I pay for a professional service, I not only expect a certain level of professionalism, but I expect that item or service to do what its supposed to. 
  The business became aware of our fence gate not working at the exact same time that our neighbour, who was the companys primary client, notified the company that his fence gate had broken off. This was on or around June 4th. The business attended to the neighbours problem, and fixed his gate on June 10th, without a text message, email or phone call to us regarding our gate. 
  We contacted the business by text:
  June 11th- no response from business
  July 2nd- no response from business
  
  
  This business owner displayed not only unprofessional conduct by lack of a timely response by ignoring multiple text messages phone calls, but by his abysmal customer service skills. I work hard for my money, and as such I will not accept bad customer service. Especially when there are so many choices for the consumer. 
   So, when I get bad customer service, I will give a bad review.
  
  
  We will not require anything further from Longhorn Landscaping. 
  
  
  But, as a consumer, who makes decisions based on reviews, I will continue to leave bad reviews for this company. Not only due to the undue financial and emotional stress they have caused, but because we didnt get the service we paid for. 
  
  Sincerely,
  
  ******************************************
  
  Sincerely,
  
  ******************************************