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:04/30/2024

  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 am writing to file a formal complaint against Shrubhub concerning a service my husband and I purchased on March 15, 2023, for which we paid $1,739, including all upgrades and expedited services. As of today, April 30, 2024, we have not received the services we were promised.From the beginning, the process has been frustratingly slow, and communication from the company has been inadequate. Prior to the expiration of the 30-day period post-purchase, I communicated our dissatisfaction to our account manager, expressing concern over the impending deadline and our dissatisfaction with their slow responses. It took nearly a week to receive a reply, in which the account manager dismissed the delay, attributing it to my emails being directed to his spam folder and suggesting that I change my email address to ensure better communicationa suggestion that was both unreasonable and unprofessional.Despite assurances that the services would be delivered promptly, we have yet to see any fulfillment. Furthermore, our request for a refund due to non-delivery was denied on the basis that we are now outside the 30-day window, which, in our view, should start from the time services are actually provided, not from the purchase date.We have attempted to resolve this issue directly with the company through multiple channels, including ********* only to receive inappropriate automated responses encouraging us to purchase more services. This response further demonstrates the lack of attention and seriousness with which our grievance has been handled.Given these circumstances, we feel that the business practices exhibited by Shrubhub are not only unethical but potentially fraudulent. We are prepared to escalate this matter by filing a dispute with **************** and seeking further legal advice if a full refund is not processed promptly.We trust the BBB will look into this matter and help facilitate a fair resolution. Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 05/01/2024

  Hello BBB Team,

  We have checked our records and seems like the customer purchased on 03/15/2024 and they have their consultation call on 03/18/24, we have provided 2 designs one on 04/01 and the 2nd one on 04/18/24 as revision was requested on 04/08/24 so we have provided the service in a timely manner.

  The customer requested a refund on 04/26/24 around 8 days after receiving the 2nd design, and as per our terms and conditions the customer passed the 30 days money back guaranteed, however since we always go above and beyond to provide all our customer with the best experience we would love to work on the design once again for the customer to provide them with the design they wish for or we can give the customer an exception and issue a partial refund.

  Customer Answer

  Date: 05/02/2024

  I stated to our account manager before the 30 day window (On April 4th) that I was dissatisfied with the design we received and specifically stated my concerned about their 30 day policy since it's taking so long to get designs. The account manager said in email, which I attached in the complaint, not to worry about the timeline as it would not apply to us since they are taking longer than anticipated to get us designs.  Therefore we do not agree we are outside the window based on his communication and still request a full and immediate refund.  We actually to this date have not even received what we paid for. We ordered full front and back yard and to date we've only received the back yard designs, which are not what we requested. So we've received only half of what we bought and to our dissatisfaction what we did received is wrong. 

  

  Business Response

  Date: 05/02/2024

  Hello BBB Team,

  As we always do our best to provide all our customers with the best experience we have issued a refund for the customer as an exception  knowing that they passed their 30 days money back guarantee.

  Customer Answer

  Date: 05/03/2024

  
  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:04/25/2024

  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.

  Purchased several packages from them totaling $468 on 1/25/2023 to design my front and backyard, including 2-D and 3-D rendering. Many of the packages I purchased, included unlimited revisions, etc. We were not ready to jump into remodeling our yard at that time, but figured that we would have access to their services when we were ready.Now I have some time off work and I am ready to remodel the yard, take measurements etc. However, I logged into my account and we cannot use the packages because they have expired. that makes no sense as I have not activated them by starting the process. I am a busy professional, and the things that they need to get started include a sketch and all of these measurements that are not something thats easily done despite how they advertise it. What sort of company takes money and never delivers on a service? I also checked my email and there is no correspondence from them regarding these packages expiring or contacting me to use their services before they expire. I wish I had read all of these negative reviews on here before I made that purchase as I see this is something typical for them to charge a reactivation fee. At this point, I am so disgusted with their business practices that I just want to refund and dont even want to use their services any longer.

  

  Business Response

  Date: 04/29/2024

  Hello *******,

  We have checked our records, and no refund was requested nor freezing the account, however we have issued a full refund as requested as our number 1 priority is our customer satisfaction.

• Initial Complaint

  Date:03/19/2024

  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.

  Shrub Hub was paid to design my front and back yard. No expiration date was given at the time of purchase. Now I am ready for the design and they want more money. They have never done anything for the previous money paid. I want them to do refund the money or do the job that I paid for.

  

  Business Response

  Date: 03/25/2024

  Hello ******,

  Please accept our apologies for the inconvenience caused, However, we have checked the order purchase date and seems like you have purchased the package back on Oct. 10. 2020.

  We no longer provide this package and as per the terms and conditions we can no longer issue a refund since the order was purchased over 3 years ago, however our team would had offered you a discount of the amount you paid already to get the 3D design package as an exception knowing that all orders expires after a year from the date of purchase unless you requested to place your account on hold.

  As we always do our best to provide all our customers with the best experience we still would love to offer you the discount to get our 3D package and we will add the 2D package free of charge.

  However, as advised before we can't issue refunds for orders that were purchased over a year.

• Initial Complaint

  Date:03/03/2024

  Type:Delivery 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.

  Im writing this letter due to the service I received from Shrubhub. The service and design product was inadequate. I never received a single viable design as they kept putting hardscaping over my septic tank (hardscaping has to be 10 ft away). I was extremely frustrated and each time changes would take ~ ***** daysonly to have the design over the septic again. Payment was made via credit card ending in 8863 in the amount of $424.00. There were three (3) services and 3 separate transactions included in my package: 3D Design Package Backyard (4/17/2023 $237.00 ********), 30-day design revisions (4/17/2023 $87.00 order ********), Oasis Lighting Package (5/4/2023 $100.00 order ********). On multiple dates I contacted Shrubhub and notified them the service and design were unsatisfactory and did not meet initial requirements (see below).I would appreciate your assistance in resolving my complaint. I am asking for a full refund of $424.00. I do have images of what I submitted and what I received but it was greater than 5MG so I couldn't load it.

  

  Business Response

  Date: 03/12/2024

  Hello,

   

  could you please advise us with the order confirmation number in order to further assist you?

  Customer Answer

  Date: 03/13/2024

  Responding to your question on the Order #. There were three (3) services and 3 separate transactions included in my package: 3D Design Package Backyard (4/17/2023 $237.00 ********), 30-day design revisions (4/17/2023 $87.00 order ********), Oasis Lighting Package (5/4/2023 $100.00 order ********)

  

  Business Response

  Date: 03/19/2024

  Hello ******,

  Please accept our apologies for the inconvenience caused, we always do our best to provide all our customers with the best experience.

  We have checked our records, and since the Package was purchased back in April, 2023 and we have provided 4 designs, also the last design was uploaded in Aug, 4th, 2023 at this point we won't be able to issue a full refund, however we still would love to work on the design once again and provide with a free revision.

  We always go above and beyond to provide all our customer with the best experience, however as per the terms and conditions we won't be able to issue a refund.

• Initial Complaint

  Date:02/28/2024

  Type:Delivery 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 got design ($227) and revision ($67) services from ShrubHub in Jan 2021 as a holiday gift. I was not living at my home at the time and just moved back in. I attempted to utilize the design service and was told my package has expired, but for $100 more I could have it reinstated. I never received any notification about my package expiring, no correspondence at all aside from the order confirmation. In addition to charging me more to do what I've already paid for, I discovered they have a reputation for delaying return of work so that it is outside the 30-day return window. Essentially they collect, cross their fingers you forget, and then extort you for more when you are ready to access their service.

  

  Business Response

  Date: 02/29/2024

  Hello BBB Team,

  We have viewed the customer's request and order and since the purchase was mad over 2 years ago we can't work on it as per the terms and conditions we can't provide a service for over a year ago, however, since we always go above and beyond to provide our customers with the best experience  we would love to help the customer and reactivate their order however the 30 days revision had expired and we won't be able to reactivate it.

  Customer Answer

  Date: 03/01/2024

  
  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:02/27/2024

  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.

  SCAM!!! I purchased a front yard design for $197. I sent in my yard images and dimensions and even larked the images up to show what area we wanted. I was VERY specific in all the questions of what I wanted. I received my design and not only did they not listen to my wants but they designed an additional part of my yard that makes no sense. When I asked them to adjust the design they told me it would be an up charge for revisions. I explained that they did not do what I had asked again they refereed to an upcharge. On the initial "design" call every question was if I wanted an additional package for more money and VERY little about what I was actually looking for. This entire process was a sham to keep getting people to pay more and more.I asked for a refund - no response.

  

  Business Response

  Date: 02/29/2024

  Hello BBB team,

  We have viewed the design and the customers order, and as we always try our best to provide all our customer with the best experience, we do apologies if your experience with us wasn't as expected.

  Since the purchase was made in Nov, 2023 the customer passed the 30 days money back guaranteed, however, we have issued a full refund as requested as an apology for the inconvenience caused. 

• Initial Complaint

  Date:02/22/2024

  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.

  Would give zero stars if possible!!! 30 day refund policy is a complete joke. The designer strings you along until you are outside any refund. Very long delay between revisions. Their designer even told me not to worry we had plenty of time and if I wasn’t happy we can get a refund. Terrible do not use. Lots of upsell and terrible company.
  
  Project start 1/12
  
  See below
  Kevin Feb 1, 2024, 10:40 am
  Are we close to having revision done?
  
  ST
  
  Steve M********* (Project Manager), Feb 1, 2024, 11:29 am
  it takes from 7-10 days and will be uploaded after that
  
  Kevin , Feb 1, 2024, 12:36 pm
  Can we expedite? when does my 30day policy end?
  
  ST
  
  Steve M********* (Project Manager), Feb 1, 2024, 12:51 pm
  i will do my best dont worry!
  
  Kevin , Feb 2, 2024, 12:54 pm
  But what day does my 30days end?
  
  ST
  
  Steve M********* (Project Manager), Feb 2, 2024, 2:50 pm
  February 26
  
  Kevin , Feb 6, 2024, 6:17 am
  is this almost ready
  
  ST
  
  Steve M********* (Project Manager), Feb 6, 2024, 10:51 am
  Yeah it is might be this Thursday on your dashboard
  
  Kevin Feb 8, 2024, 7:15 am
  will this be done today?
  
  ST
  
  Steve M********* (Project Manager), Feb 8, 2024, 11:40 am
  Yes its done just passing some checks before uploading
  Date of experience: February 21, 2024

  

  Business Response

  Date: 02/27/2024

  Hello Kevin and BBB Team.

  please accept our apologies for the inconvenience caused, we always go above and beyond to provide all our customer with the best experience.

  We have viewed the customers order and we have issued a refund as an expectation, knowing that the customer passed the 30 days money back guaranteed, and we provided 3 designs. 

  Customer Answer

  Date: 03/05/2024

  Verbally on the phone the designer told me "Not to worry, we have plenty of time!" 

  See below chat transcript where they told me I had until 2/26/2024 for my 30 day guarantee

   

  K**** ***** , Feb 1, 2024, 10:40 am
  Are we close to having revision done?
  ST 
  Steve M********* (Project Manager), Feb 1, 2024, 11:29 am
  it takes from 7-10 days and will be uploaded after that
  K**** ***** , Feb 1, 2024, 12:36 pm
  Can we expedite? when does my 30day policy end?
  ST 
  Steve M********* (Project Manager), Feb 1, 2024, 12:51 pm
  i will do my best dont worry!
  K**** ***** , Feb 2, 2024, 12:54 pm
  But what day does my 30days end?
  ST 
  Steve M********* (Project Manager), Feb 2, 2024, 2:50 pm
  February 26
  K**** ***** , Feb 6, 2024, 6:17 am
  is this almost ready
  --------------------
  K**** ***** , Feb 8, 2024, 3:25 pm
  Waiting 5-7 days for you to make changes, most of which was already supposed to be changed is getting excessive
  ST 
  Steve M********* (Project Manager), Feb 9, 2024, 6:37 am
  I am sorry for the coming 5 days Hopefully this time it will be done correctly
  K**** ***** , Feb 9, 2024, 6:52 am
  I have not even begun any minor changes as we have not been able to get past the initial layout. Please move this along faster
  ST 
  Steve M********* (Project Manager), Feb 9, 2024, 9:13 am
  Okay I will do my best
  K**** ***** , Feb 14, 2024, 6:44 am
  will these be done today?
  
  K**** ***** , Feb 21, 2024, 1:23 pm
  this would have been ok 2 weeks ago, can I please just get a refund
  ST 
  Steve M********* (Project Manager), Feb 21, 2024, 1:25 pm
  Okay I will send this to the refunds team for you! Thanks Kevin!
  K**** ***** , Feb 21, 2024, 1:59 pm
  Thank you
  ST 
  Steve M********* (Project Manager), Feb 21, 2024, 2:51 pm
  Anytime.
  
  

  

  Business Response

  Date: 03/12/2024

  As previously advised we have nothing to further offer at this piont

  Customer Answer

  Date: 03/14/2024

  The company advertised a 30 day guarantee and their employee provided a false date.

• Initial Complaint

  Date:02/21/2024

  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.

  I requested to work with Shrubhub on 1/16/24, by paying for the service on line through a special and was charged $267. If I wanted 30 days of changes, I needed to pay an additional $97, which I did figuring the 30 days would not be enough. Once I got on the phone I was told that I didn't pay enough, it was limited to 3000 sq ft, and I had more, so I needed to pay an additional $297, which I reluctantly did. I should have canceled right there. It wasn't that there was more than 3000 sq ft to be designed, but the property was over 3000 sq ft. I talked to the designer and stated that I wasn't ready to have the call, but ***** said that once he did the drawing that I would be able to speak with him, so it wouldn't be a problem. I gave information, pictures, drawings of the property, survey, etc. He did the design, once I saw the design I called Shrubhub and I said I was disappointed, that he didn't do what was asked, and they told me to continue to work with him since I had 30 days of revisions. I continued to send him information and he continued not to listen to me. For example, sent in native plants that I obtained from the Agricultural extension, and the first set had no native plants. I told him no structures on the front side, etc. I have the chat's between us. I tried to call again on 2/21/24 after trying to call again, and my call will not go through. I filed a dispute with my credit card company and am filing this dispute with BBB. They haven't listened, they designed something that is not possible (utility poles, mailboxes, water mains) in the way and not moveable. The design provided on the opposite / west side is not able to be used.

  

  Business Response

  Date: 02/27/2024

  Hello ****** and BBB Team,

  We are sorry that your experience with us wasn't as expected, as we are always proud to be a part of our customers renovation journey.

  Please note that we have viewed the order and since the customer filed a chargeback case and it is still open we can no longer issue a refund.

   

• Initial Complaint

  Date:02/13/2024

  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 December 2023, we paid $750 to shrub hub to design the landscape of our new home. We had a one hour phone call with our consultant who immediately began to upsell us on every service they had such as ***********************. When we resisted, we were told that our lot was large and we had to pay extra anyhow. We did pay an extra $300 and as instructed sent pictures, blueprints, surveys, and they each picture. 18 days later, the first draft didn't even have the trees correctly marked and so the landscaping was completely off. We contacted ************ and was told to put her comments in the chat for the Consultant. The consultant assured us everything would be OK and he would redo the work to our satisfaction. We sent more pictures and I labeled each picture and each tree 14 days later we received a plan that was no better than the first completely wrong and unusable. We are now more than $1000 in payments and don't even have a single draft that we can use to make matters worse we pay for 30 days unlimited changes and that time was used up waiting for the consultant to send us a version we could actually evaluate, my recommendation is to never use shrub hub for any real project. We called our credit card company, and we were told no refund was possible.

  

  Business Response

  Date: 02/27/2024

  Hello ***,

  Please accept our apologies for the inconvenience caused, we always do our best to provide our customers with the best experience and always proud to be a part of your renovation journey. 

  We have checked the order and since the design package was purchased on Sep 23rd 2023 and 3 designs were provided,  we can no longer issue a refund as per our terms and conditions, however since we always go above and beyond to provide all our customers with the best service, we still would love to work on your design once again in order to improve your experience with us.

   

   

• Initial Complaint

  Date:02/13/2024

  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 purchased a front and back landscape package from ShrubHub in January for $267. I scheduled a consultation after uploading the required info. After rescheduling the call per the project manager I spoke with a female for my consultation. I told her I wanted privacy on the side and back and also wanted to include a pool in the back. She went through several details and at the end told me that I would need to pay another $500 for my back yard due to the size and scope of the project. She charged my card immediately after the conversation. I did more research after the call on 1/17 and discovered that ShrubHub would not be able to deliver a drawing that could be permitted for a pool. I reached out to **** the project manager and told him I would like to cancel the project for a refund. He assured me that I would be getting a drawing that can be used for permitting purposes. I agreed to move forward with the plan. **** reached back out after some time and said that he could not give me the plan that I was asking for. I asked him to cancel the project again and that I wanted a refund. He said that I would be getting a refund in 5-7 days. During that time manager *******, reached out and offered a refund for the total less $150. I was expecting a full refund given I tried to stop the project 3 days after the consultation to prevent any wasted time. I only agreed to move forward because **** said I would be getting what I was expecting to receive. Then his story changed towards the end of the 30 day period. I reached out to ******* a few times and never heard back. I would like a full refund for my project. All details are attached.

  

  Business Response

  Date: 02/27/2024

  Hello *********,

  We appreciate your feedback as it always helps us improving our service as we always go above an beyond to provide all of our customers with the best experience.

  We have issued a full refund as requested on Feb 19th 2024.

  Customer Answer

  Date: 02/29/2024

  
  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,
  
  *************************************