Complaints

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:19/04/2024

  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 the spring of 2023 a request was made for spring cleanup and grass cutting services from Okotoks Lawn&Garden. The first cleanup service occurred May 15/2023. On that day, which we were not notified the service would commence, we were not home from the hours of 9am to 3pm. When arriving home we find a crew of 3 people finishing up work. Upon reviewing the work done, it was found only one part of the lawn was power raked and some grass trimming wasn't complete. This concern was voiced to the business owner who assured us that on the next visit the power raking would be completed. When the second service arrived May 24/2023, they only performed grass cutting because they didn't have the equipment to perform power raking.The invoice #**** came with the following break down;1st visit was for "Spring Clean up" at a charge 8.65qty by $60 for a total of $519. 2nd visit was for "Lawn Maintenance (and completion of spring clean up due to machine issues on first visit)" at a charge of 5.98 qty by $60 for a total of $358.80. We contacted the business owner again and voiced our concern regarding the quality of work and lack of completion. This discussion became heated. We advised that the service was not fulling completed and payment would reflect that. We paid 2x$358 which is for grass cutting only since the power raking were never completed.

  Business Response

  Date: 24/05/2024

  Last spring a comprehensive site walk-through was completed at the customer's property. The customer and our representative discussed power raking and regular lawn care with a vole issue to be addressed at a future date. It was agreed that the services would be billed based on a per man-hour rate so the customer would only be charged for the time each crew member was working. A timeline for visit was provided. On the crews first visit, they began the approved power raking, first cut and trim. Due to unexpected equipment issues the property could not be completed in full. This issue was communicated to the customer on site and in follow-up conversations between our office and the customer. On the second visit, our crew completed the approved services contrary to the customer's claim. Each job's start and end times are documented with location and time tracking. These were verified with the invoiced hours. Despite this, the customer voiced dissatisfaction with the quality of work and claimed that the services were incomplete.Throughout our interactions, our staff faced many challenges in communicating with the customer. Despite multiple attempts to address the customer's concerns, the customer was unwilling to engage in a constructive dialogue.The customer disputed the invoiced amount and made a partial payment which did not reflect the actual services rendered. The invoiced amount was based on the documented man-hours. The customer was made aware of the outstanding balance. Despite several attempts to resolve the matter the customer did not settle the remaining balance, leading us to forward the account to collections. Okotoks Lawn & Garden takes pride in delivering high-quality services and maintaining respectful communication with our clients. We believe that our actions and communications were consistent with industry standards and the terms agreed upon with the customer. All location and time tracking, photos and documentation of services rendered are available.

  Business Response

  Date: 24/05/2024

  We charge per man hour so the customer only pays for the time each person is on site.The first visit was 8.65-man hours with a crew of 3 making it 2.83 hours on the property. The second visit was 5.98-man hours with crew of 3 making it 1.99 hours on the property.  This was communicated and agreed to by the customer before services began and post service. In speaking with the customer about the invoice the customer became very rude towards our team on the phone and hung up on multiple calls. If the customer wanted more work done on the property, more man hours would have been required and billed. Vole issues were brought up during the property walkthrough and were still evident in areas throughout the property upon completion as service to remediate this issue in the lawn was never approved by the customer. This is an acreage property and was power raked with the appropriate equipment. The customer never requested hand power raking of the property. We sent multiple follow-*** regarding the balance of which there was no response from the customer. There was nothing that could be done or said to make this customer happy. Multiple people communicated and interacted with this customer. The way the customer treated some individuals was completely unacceptable and we have zero tolerance in this company for anyone being treated poorly by customers. We would not put anyone in that situation again in dealing with this customer again. We have numerous photos from the services completed that can be provided and logs of communication. We have attached a few more to what could be added to this response.

  Customer Answer

  Date: 26/05/2024

   
  Complaint: 21587627
  
  I am rejecting this response due to multiple reasons.

  Please see attached document for my reply.

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