Complaints

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• Initial Complaint

  Date:01/05/2023

  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.

  Job was done april 27/23 I was contacted via text that they could come one day ****ier. I approved and did respond with a text confirming I only wanted the backyard done. Once completed they responded back saying the whole place was done wish I would have let them know sooner. I sent them a screenshot of my request stating I only wanted the backyard raked and the dog waste removed. They responded that they would only charge for my backyard and for 1 technician I responded saying I didn't realize I was being charged per technician?? My quote was for $125 hr + $45 for sanitizer that I agreed to total of $178.50 They were on site for 2 hours in total And did way more work Then I had authorized including taking apart The playhouse in my backyard and re assembling it. Now They want me to pay for this unauthorized work.
  I have made payment of The amount I agreed to which was $178.50

  Business Response

  Date: 02/05/2023

  Unfortunately, I did miss that she only wanted her back
  done, which we apologized for. She did text us a reminder after we started
  working. So, we told her that we would remove that charge from the bill.
  I was very clear and said we would not move her trampoline, in
  our phone conversation, then she texted and said make sure you move the
  trampoline. Which 1 person cannot do with out it falling apart or breaking. With
  regards to the playhouse, it was in the way and completely blocking the leaves
  that she wanted us to remove. so yes, we could not complete a proper job with
  it in the way. The playhouse reassembly may have taken 8-10 mins at most.  She kept stressing how important this was and
  she had an event happening Friday, so we were making sure the job was done correctly.
  We pride ourselves on doing good work, and after we finished, she said “the
  yard looks great.”
  Two Technicians arrived at 12:55 and finished at 3:05 pm (2 hours
  10 mins) for a total 4hr 20min in work time. To correct the mistake of the
  front yard, and her complaint of the playhouse, driveway and provide a little
  extra customer service, we took off $80.00 removing the entire cost of the 2:10
  hr of the 2nd technician’s time. We only charged for the time **** *** ***** ** *** ******* was working on this yard.  
  She clearly acknowledges in her complaint that the quote was
  for $125 hr plus a $45 sanitization. We charged her 2 hours labour plus the $45
  for the Sanitization. This means that we are charging the price she agreed to
  in a signed quote, for an hourly rate she acknowledged in her complaint, for only
  the services she asked for. Though I wish to add this as my opinion, given the
  way she has proceeded with threats of lawyers and attempting to damaging our reputation,
  it is my personal belief that there was always the intention of forcing a
  cheaper price for services rendered.

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: 20002718
  
  
  
  I am rejecting this response because:

  We never spoke on the phone our only contact was via text and email ( I can get a copy of my phone records if needed)

   I did text and ask if they could please move my trampoline and rake underneath it( The screen shot is Attached) One person can easily move my trampoline. I do it all the time when I mow the lawn They're made for people to jump on them they're not gonna fall apart.

  The leaves were around the playhouse not under it or in it so I don't understand why it has to be moved to blow the leaves with the blower.

  I received my quote on april 14. April I7 i received another text message saying I was tentatively booked for the next week in april and add it to the cancellation list.

   I respond saying I needed it done by april 28 can that be done? She responded I will make a note that it is and has to be and ensure that it is (attached is a screenshot of the text) April 24th. I sent a text confirming that it would be done by april 28 as I had a family gathering on the 29th. She responded that she booked me for thursday and if they got a cancellation she would come sooner.( Attached is a screenshot of the text message) I clearly Just asked I did not keep stressing.

  I agree to the quote it does not say anywhere that I will be charged for 2 technicians at $250 an hour?? In the attached text message she calls K9 clean up a company. Then she tries to charge them out as a technician its very confusing and I believe there could have been better communication on both parts.

  It was never my intention to get a cheaper price or to damage their reputation this has been a very frustrating experience for me.

   I should only be paying for what I requested and nothing more As far as i'm concerned I have paid in full for the work I requested.

  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 13/05/2023

  We have provided all the discounts that our customer is due, along with several apologies and still this continues to go back and forth. This is our last responce, the outstanding amount on Ms. ******** account is $131.25. We did not break anything, we did a great job according to her, we discounted her for 1 technician, she got a free front yard clean and the driveway is part of the back, which we also discounted. Terms and conditions are part of every email and on our website. We consider this matter Closed!

  Customer Answer

  Date: 18/05/2023

  
  
  Complaint: 20002718
  
  
  
  I am rejecting this response because:

  I paid in Full for what I asked to be done the Backyard raked dog poo clean up and yard sanitized. I will not pay for their mistake of doing the whole place that I did not request. The quote said one hundred and $125 an hour Nowhere does it state that i'm going to be charged per technician Which Is what they're trying to do now To make up money that they lost doing the whole place. I'm very disappointed with this company and how they deal with the customer service as far as I'm concerned. This is closed and I will never deal with this company again

  
  Sincerely,
  
  
  
  ***** *******