Complaints

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• Initial Complaint

  Date:25/06/2024

  Type:Customer Service 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.

  Back in 2023 we contracted ***** ****** from Infinity Landscape Solutions to remove the top soil of our yard and replace it with new top soil and hydroseed. While doing the work one of our raised garden beds was damaged and ***** said it would be replaced, it has been a year and has not been replaced. I emailed him in April and inquired about the box and he said it would be replaced, all my other subsequent emails have been ignored.
  
  Back in the summer of 2023, he promised he would install hoses after seeing, which was never done, he said they were stolen and he never kept the promise of providing any. So the lawn died from the heat and after the second seeding I purchased my own hoses.
  
  We also asked that he come fix some sections of the yard that retain water, as per the contract the yard should be levelled so this doe not happen. I asked him by email and phone 3 times in the past 2 months to come fix some major holes in lawn where it was not properly packed.
  
  Fertilizer was not applied in the fall of 2023 as promised.

  Business Response

  Date: 18/07/2024

  Attached you will find a copy of the original contract. The contract does not mention any garden hoses to be supplied. I had mentioned to **** we rent out water hose equipment to customers but that it had been stolen. I told ****, if I could find any water equipment in stock at my shop that wasn’t stolen I would facilitate the setup. However he was informed I did not have any, and I informed him he would be responsible for the watering.

  
  

  When completing landscaping the type of seed that was installed is hydroseed, this is a combination of seed, fertilizer and paper mulch. The paper mulch retains water to keep the seed wet in order for it to germinate and grow. It needs to be watered for it to grow, the owners left on vacation and informed me his brother would take care of watering the lawn. The lawn was never watered, nor was it watered upon their return, leaving the seed to dry out and become less effective at germinating.

  
  

  The homeowner chose hydroseed over sod as hydroseed is cheaper than sod. Hydroseed is essentially planting new grass seed, and sod is transplanting already grown lawn onto the topsoil, leaving a completely finished lawn. With sod and any grown lawn there is a layer called a thatch layer and a root zone, the thatch layer is ontop of the topsoil and the root zone extends down into the topsoil, this is what keeps a lawn level, flat and even with no bumps. With hydroseed there is no thatch layer or root zone, this has to be developed with continual growth of the lawn and can take up to two years for all the bumps to be worked out, as any foot prints or disturbance will show with hydroseed. I had given **** a copy of a information package informing him of these things. I will attach in the email.

  
  

  I went back in the fall of 2023 and explained all these things again to ****, and installed more topsoil and hydroseed completely free of charge. **** not only once again did not water the lawn, he never cut it. I informed **** it must be watered and the grass growth MUST be cut, the reason the lawn must be cut is because with hydroseed, there is the potential for weeds to grow as you have exposed topsoil where as sod you have no exposed topsoil. If you let your lawn grow to an extreme length, which it did as I checked on it multiple times, any weeds growing in the lawn will turn to seed and grow even more weeds, this is why the lawn needs to be cut. I explained this to **** in separate emails, to which he admitted that he did not cut it.

  
  

  The wooden box was damaged as it was completely rotten, the homeowner stated at first they would replace it themselves, I stated if I had the time to replace it I would. Debris and personal items need to be removed from a property, these boxes were left in our direct path and were rotten, I simply side swiped it with my equipment and it fell apart.

  
  

  I never stated I would fertilize the lawn, I stated if **** cut the lawn, followed my directions for care I would help him with killing off the weeds, which none of my directions were followed.

  Customer Answer

  Date: 18/07/2024

   I am rejecting this response because: I will not debate the he said this and that about the watering and so forth. Multiple emails offering to pay for his services and to fix the issues have been ignored. The lawn still has many issues that are the results of his work, grooves/crevices next to ditch, standing water in multiple places, and these are not the results of not watering or cutting the lawn. The garden box was not rotten as it was only 1 year old and at no time was it mentioned it had to be removed. He mnetionend he could work around them.  Since he was able to remove my snowblower shed, could he had not offered to remove those garden beds? ***** promised on multiple occasions he would replace the garden bed he damaged, by running into it with his tiller, rotten or not it would still have been damaged. Attached are pictures of the second garden bed and notice it is rotten, it was installed at the same time as the other one.

  Here are snippets of the emails in question:

  ** *** *** ***** ** ****** ***** ****** ************************************ wrote:
  Could you also send me the measurements for the garden box.

  O* **** *** *** ***** ***** ***** ****** ************************************ ******
  
  Hi ****,
  
  I can replace the box no problem.