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:09/23/2024

  Type:Product 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.

  I am writing to formally file a complaint against Shrubhub regarding my recent experience with their services. I purchased a front and backyard package after completing their questionnaire, which recommended this package based on my yard's size.However, during the consultation, I was informed that I would need to pay an additional $450 due to my yard's dimensions. This additional charge was not disclosed at the time of purchase, which I believe violates the principles of transparent pricing.I have attempted to resolve this issue by sending multiple emails, but I have received no response from the company. It feels as though I have been completely ignored.Given these circumstances, I am requesting a full refund of my purchase. Thank you for your attention to this matter.

  

  Business Response

  Date: 09/30/2024

  Hello ********,

  We have reviewed your order and issued a full refund as requested.... as our customers satisfaction is our number priorty.

• Initial Complaint

  Date:09/14/2024

  Type:Sales and Advertising 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.

  8/3/24 we purchased their services. 8/5/24 had our design consultation. 8/23/24 we received our 1st design it did not include the features we asked for in our design. Designer apologized and said he would redo. 8/28/24 we received our 2nd design which included no change to the existing design and placed a casita with the incorrect dimensions in front our our existing slider glass door. This is also not code as our contractor explained to us that structures cannot be that close to the perimeter of the property line which we explained to the designer in the consultation. Contacted the designer he agreed to fix. 9/2/24 we received our 3rd design from designer which again did not included the features we requested in our design or fix the casita. 9/5/24 My husband reached out to shrub hub and asked for a new project designer and they said someone would reach out to us in 48 hours. No one reached out so we called again. 9/9/24 shrub hub manager ******* reached out via email and asked what she could do to help. 9/9/24 we replied with possible resolutions. No reply from *******.9/13/24 reached out to shrub hub again via phone call and email. Representative said someone would reach out to us by end of day. No one has reached out. We would like BBB assistance in collecting a refund since shrub hub has not provided the services we paid for.

  

  Business Response

  Date: 09/24/2024

  Hello ******,

  We are sorry to hear that your experience with us wasn't as excepted, one of our managers advised that when they contacted you, you advised that your account is closed, so we are waiting for an update from you to issue a refund as requested.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased on August 17, 2024:3d Design Package - Back Yard - $237.00 (Order Number 22147350)30 ********** Revisions - $87.00 (Order Number 22147351)2D ****************** $77.00 (Order Number 22147352)Scheduled Design Consultation for August 22, 2024. During the call, I was informed that I would be required to upgrade to the "VIP 3D Design Package" for an additional $997 "due to the size of my yard". Nowhere when I made the original purchase were limitations on the yard size mentioned.I feel that ShrubHub is in the business of try to sell add-on after add-on. I am requesting a full refund.

  

  Business Response

  Date: 08/26/2024

  Hello *****,

  please accept our apologies for the inconvenience caused, however we do state in our terms and conditions that for large and extra large yards there might be extra fees and the same disclaimer shows in the purchase confirmation email.

  We have issued a full refund as requested as all our customers satisfaction is our number priority 

  Customer Answer

  Date: 08/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I signed up for a whole yard design for my home on June 6th 2024 to include design of my front, both sides and back yard. The packages I purchased were for 3d design, irrigation design, lighting design and a 30 day consultation which totaled $391.00. On June 11th I had my phone consultation with my assigned designer named Eve who advised me that ****** gave me a wrong quote and my yard was too big for what I paid. She sold me on another package for $900 more, which would include my whole yard and 1 year of unlimited revisions. At this point I'm 100% ok with everything. Eve assured me that she would be the only one I'll be dealing with as I've gained confidence in her expertise while having our 1 hour long consultation. on July 1st I received the design plan and 75% of it was nothing near my inspiration photos or design ideas I discussed with Eve during the consultation. This can be fixed with revisions, but what made me realize that they won't ever be able to give me an accurate design is the levels of my property. There is a big hill in my back yard which wasn't taken into account and would need a visit to properly assess. I gave them everything they asked for including accurate measurments, current photos, a complete video tour around the property, and inspiration photos. They did not and will never be able to deliver anything I can use to give a landscape company to complete the job. I notified them within *********************************************************************************************** whole. I'm not asking for 100% of my money back, but I'd like the $900 refunded in addition to a partial refund of the original $391 as I never had them do any revisions or further work on my project after the initial plan was complete. Thank you

  

  Business Response

  Date: 08/19/2024

  Hello ******,

  We are sorry that your experience with us wasn't as expected, we have reviewed  your order and your design and would love to work on your design once again to provide you with the design you wish for.

  we always go above and beyond to provide all our customers with the best experience.

   

  Customer Answer

  Date: 08/19/2024

  I paid for a service which they can not provide me with.  I'm asking for a refund, not to have more work done.  Thank you

  

  Business Response

  Date: 09/30/2024

  Hello ******,

  We have issued a refund as requested, and we apologize if we couldn't provide you with the design you wish for.

  Customer Answer

  Date: 10/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ***
  
   
  

• Initial Complaint

  Date:07/12/2024

  Type:Product 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.

  February 16th, I opened a dispute with Captial one against Shrub Hub for the amount of $1,299. I had asked the merchant to cancel services and provide me with a refund on February 15th (9 days after purchase), which in email they agreed to. I filed this complaint with *********** because I was concerned, they wouldn't issue refund. Their website advertises a 30-day moneyback guarantee. They even told me on the phone there was a happiness guarantee, so there was essentially no risk. As I reflected on the purchase and further researched the company and found their trust pilot score of 2.8. My research in forums from past customers showed that they usually didnt start working on the projects until the end of the 30 day project deadline and I was well before that. When I did receive the landscape design there were numerous errors and it became clear to me that whoever worked on my project was not a qualified landscaper. I could have hired someone local with a license to do the job for $2k, instead I got someone overseas doing the design with an AI software. Their designers do not know how to read land surveys, as they put structures in the flood plain zone even after explicitly being told not to. They also put the sports court in our setback, which also can have buildable structures. Our HOA will not approve either project. The "dog run" looks like a random chicken coop and placed way back far from the house. The expansion of the current deck and patio like they submitted is simply not spatially possible. Their measurements are off, so once again there is a quality issue and I dont believe the survey was used or even looked at to create this drawing. I received landscape design that is unusable. *********** denied my dispute due to timing, but ***** agreed and issued refund, so remaining charge is $1299 with ************ A refund of $1299 seems appropriate, seeing as the other portion was fully refunded by *****. Some of the documents attached are from the dispute.

  

  Business Response

  Date: 08/25/2024

  Hello ******,

  We are sorry for the inconvenience  caused, as we always go above and beyond to provide all our customers with the designs they wish for.

  We have checked your order and since the purchase was made back in Feb, 04/2024 and there was a chargeback case we can no longer issue a refund at this point.

   

  Customer Answer

  Date: 08/28/2024

  I request that you reopen the complaint, as you have closed it under false information. There is no open Credit Card dispute. The merchant also agreed months ago to give me a 50% refund, equal to $875, but I only received a $400 refund. This all transpired before I filed this complaint and is the reason I filed it. They agreed to wrongdoing and we both agreed on a refund amount, then they provided an amount less than that. Please review my case for details. I was misled into thinking I was purchasing professional landscape drawings and once I realized they weren't coming from the ** and being farmed out overseas I immediately requested to cancel my purchase. Please see the other complaints on their profile, mine is very similar to all the other complaints. I plead for your assistance in this matter. I spent almost $2,000 on completely unusable landscape drawings. 

  
  

  

  Business Response

  Date: 09/30/2024

  Hello ******,

  We sincerely apologize for any frustration this situation may have caused.
  Unfortunately, since you have won the chargeback case, we are unable to issue a refund directly. We understand this may not be the outcome you were hoping for, and we regret any inconvenience this has caused.
  

  Customer Answer

  Date: 10/01/2024

  The statement provided is false. Please review further. I made multiple purchases that were itemized and the larger payment to *********** ($1299) did not receive a chargeback. There has been absolutely no settlement to that sizeable payment. That is the portion where Shrubhub required me to pay to "upgrade" in order to receive the service I originally purchased. They pressured me on the phone and IF I DID NOT PROCEED WITH THE UPGRADE I WOULDN'T RECIEVE SERVICES AT ALL for the $354 ****** CC) I originally paid for landscaping designs. It was all very confusing, and I was conned into paying an additional $1299 out of fear of being out my initial investment. Even shrubhub agreed over email that the design I received were sub-par and agreed to 50% back in email, but they never followed through, which is why I have reached out to BBB.

  

  Business Response

  Date: 12/02/2024

  Hello ****** and BBB Team,

  Thank you for reaching out to us. After reviewing our records, we see that a partial refund was already issued, and we understand that you partially won the chargeback case. Given that the order was placed back in April, unfortunately, there is little we can do at this point.
  We truly appreciate your understanding and are always here to assist with any future inquiries. Please don't hesitate to contact us if you need anything else.

• Initial Complaint

  Date:06/28/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  The service was supposed to DESIGN landscaping for a giant bear patch of land in my backyard. They were supposed to deliver the design Within 7 to 10 days. Not only did they not deliver on time but they Created a design in the wrong part of the yard. Even though I had a phone call with a designer, they did nothing I asked for. Their response time was super slow and it was impossible to talk to a decision-maker. We ended up designing the space ourselves.

  

  Business Response

  Date: 07/09/2024

  Hello *****,

  Please accept our apologies for the inconvenience caused, we always go above and beyond to provide all our customers with the best experience and the design they wish for.

  We have checked your order and issued refund as requested 

  Customer Answer

  Date: 07/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/24/2024

  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.

  We hired ShrubHub to design a landscape plan per their advertisements and with numerous requests. They provided pictures that were nothing at all like we requested nor anything like their advertisements. We tried to work with them to get a new design stating all the issues we had. The second set of images we received still did not match our requests nor their advertisements. We have requested our money back and they are refusing.

  

  Business Response

  Date: 08/26/2024

  Hello ****,

  We apologize that the designs you received wasn't as expected, as we always do our best to provide all our customer with the design they wish for, also, we have reviewed your order and since the package was purchased on 04/25/2024 and 2 designs were provided on 05/08 and 05/16 at this point we cannot issue a full refund, however we had one of our manager reaching out to you offering a partial refund.

  We still would love to work on your design once again in order to provide you with the design you wish for and have it assigned to one of our senior designers, as our customers customers satisfaction is our number one priority.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  company states you have 100 money back guarantee if you are not happy with the services within 30 days. At the time of first communication I was told they were starting on my design and it would take a couple of weeks to get it finished, I specifically asked about the 30 days and they told me I had 30 days after I received the design. I got the design I did not like it and it wasnt what we discussed. They redid the design and sent a new one also didnt like it and asked for a refund at this point knew they could not provide what I was looking for. Company stated im out of the 30 days. They are using the initial date I paid and I didnt receive any way of knowing if I would even like the design. I asked for a refund within 1 week of receiving my first design.

  

  Business Response

  Date: 06/25/2024

  Hello *********,

  We are sorry inconvenience caused, however we were wondering if you could advise us with the email address you signed up with or the order confirmation number as we couldn't find any orders under your email in order to investigate your order fuerther?

  Customer Answer

  Date: 06/25/2024

  
  Better Business Bureau:
  
  The email I used with shrubhub is *******************************
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:05/27/2024

  Type:Product 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.

  We engaged to get their services of drawing a pool area for our client. We gave photos of the products we were using and pictures of the existing site with measurements but we kept getting drawings not matching the actual description given. After the third revision it became clear that english wasnt their first language and I will have no chance of getting my clients drawing as requested. The 30 day money back is useless and doesn;t offer any security as payer for they take longer then that for you to know how they work. simple instructions hard to miss keep getting ignored on drawing its horrible

  

  Business Response

  Date: 06/10/2024

  Hello BBB Team,

  WE have reviewed the customer's order and found the following:

  1- customer purchased on 03/21/2024 and had their 1st consultation call on 03/25 customer got the 1st design in a timely manner.

  2- since the customer wasn't happy with the 1st design we have worked on it once again and provided 2 free revisions, also customer received 3 designs in total.

  3- as per the terms and conditions we can no longer issue a refund as we have provided 2 free revisions.

• Initial Complaint

  Date:05/17/2024

  Type:Sales and Advertising 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.

  I am a resident of the state of ******, which does not have a general sales tax. As a result we do not pay sales tax on most purchases, including online purchases from other states. I ordered a couple of plants from ShrubHub, and a couple weeks later was informed that there were issues with one of the plants. During some back and forth I realized they had charged me sales tax on the order. When I brought this up it was ignored by the customer service representative, and I was told I would be paying tax on the one plant I did get. This leads me to believe that this company is consistently charging sales tax to residents in states with no sales tax, and refusing to reimburse people like myself who point their error out. According to the ***************** of ******* and multiple tax advisor websites, this should not be happening. I have never paid sales tax for online purchases, regardless of the location of the business I was purchasing from. Sales tax is paid to the state of the purchaser, not the state of the seller. Additionally, when I was refunded for the plant they did not have, they only refunded me the cost of the plant, and not the tax paid on that plant. I should never have been taxed, they should have corrected this upon me pointing out the error, and their customers should be refunded the entire cost of their purchases when Shrub Hub fails to deliver goods.

  

  Business Response

  Date: 05/21/2024

  Hello BBB,

  We have investigated this order and issued a refund as requested as all what we care about is our customers satisfaction l