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:02/13/2024

  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 paid as advertised $275 to ShrubHub almost 2 weeks ago. The guy from company called for 15 minutes only to upsell another $300 which promised that I get 2 revised designs as well as an option to get my refund within 30 days in case I did not like the design. I explained everything I had hoped for; however I get a software generated below average design that I absolutely hated. They asked for another chance with 5% change in design and I completely despised it. I requested them my money back as promised; however they offered to return less than $50 back from my $560. How can a business like ShrubHub openly cheat in broad daylight. I would like to warn future clients and demand my money back. I regret wasting my hard earned money and my precious time on such a bad company

  

  Business Response

  Date: 02/27/2024

  Hello **********,

  We tried to locate your account using your email address and your name, however we weren't able to find it, could you please advise us with order number and/ or the email address you used to sign up, in order to further assist you?

• Initial Complaint

  Date:02/12/2024

  Type:Order 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.

  Paid over $300 for backyard consultation. Send in pictures of our backyard. Missed our first phone conference. Therefore we provided a better contacted number, however shrubhub contacted the old number. As a result we reached out again only to be told we reach our consultation quota and need to pay $59 to up grade to a new package with unlimited consultation

  

  Business Response

  Date: 02/27/2024

  Hello ****,

  We are sorry that your experience with us wasn't as expected, as we always try our best to provide all our with expectational service.

  We have issued a full refund as requested on Feb 22nd 2024.

  Regarding the call scheduling we are always happy to help you scheduling the call if it was missed for any reason, we appreciate your feedback and will always do our best to help all of our customers.

• Initial Complaint

  Date:02/09/2024

  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.

  In March 2023, I paid $961 for a front and back yard design plan. Initially, it was $461 for the basic package at $297, plus 2D rendering fee $77 and $87 for 30 day revisions package. After the call and some time had passed, I was told it would be an ADDITIONAL $500 ($400 for the back yard because it was a larger size than standard and $100 to include the front yard. I was hesitant to pay this but I did as I was already in it for $461 and did not want to lose my money. Multiple items were not addressed at the first stage, and in subsequent "revisions" which I had paid extra for. Stall tactics were used by the company to push my designs further out. Requests to speak with someone over the phone were ignored or I was told I would have to pay an extra $57 since the entire plan only included online/email communication. I have an entirely useless plan that has sun loving plants in a shaded front yard, existing plants and back yard landscaping that is not accounted for. I told them we are not interested in removing any of the existing plants or hardscaping and are looking to place a pool and only add items and plants to make it blend in with the existing yard. After multiple requests of revisions to account for a 10 foot row of border ****** around my entire fenced yard, I still have a useless plan as all of the spacing is completely off. I have been through three revisions but my requests of what to revise are ignored and were also ignored on the initial call. They charged me $961 for a backyard plan that I cannot use. I had to push for a manager to email me and asked for a refund or resolution. After much back and forth, they have only agreed to refund 50% of it. This is unacceptable to me as there were at least 4 instances of a must have in the design plan and they do not care. They pumped out a design without taking our needs into account, so the service I paid $961 was not rendered at all. I would not recommend my worst enemy to this company.

  

  Business Response

  Date: 02/13/2024

  Hello BBB Team,

  We have viewed the customers order and since the customer purchased last year on 03/30/2023 and the service was provided, and we have provided 4 designs since then.

  And as per the records since the customer passed the 30 days money back guaranteed, the service was provided and the last design was uploaded on 11/17/2023 there is nothing we could do at this point.

  As per the terms and conditions we can no longer issue a refund, we would love to provide the customer with one more free revision as we always try our best to provide all our customer with the best experiance.

   

  Customer Answer

  Date: 02/22/2024

  Hello,

  I would like my complaint reopened.  I was ill last week and did not check email or do anything for the five day window so the automated system closed my complaint. 

  
  

  I am rejecting Shrub Hub's rebuttal as I paid for a service, including revisions, and the first design PLUS the additional 3 revisions did not include what I needed in the first place. It is as if I ordered a kitchen sink to be installed and instead they did the bathroom sink but said, "well you wanted a sink."  The plan I paid $961 is useless to me. They have offered to do ANOTHER revision, but I am tired of wasting my time and frankly we have spent months waiting on these revisions for nothing.  I feel like most people would agree that the fifth time won’t be the charm in listening to what the customer wants on a design plan.  The company is charging people and using common stall tactics to draw out the process.  I am moving forward with this in the hopes that other people throughout the country do not fall victim to their poor business practice and pay for incomplete products that are useless also.   My desired solution is a refund. 

  
  

  Thank you,

  Kriston Brady

  [email protected]

  

  Business Response

  Date: 02/27/2024

  Hello K******,
  We have viewed your 2nd response, and we are sorry to hear that you were sick, and hope you are feeling better now.
  Regarding our 30 days money back guaranteed policy, please note that it starts from the date of purchase as per the terms and conditions, and your design package was purchased on March 30th 2023, we offer all our customer the option to freeze their account to avoid any inconvenience.
  Please note that upon checking your account there were many consultation calls scheduled and rescheduled until the 1st consultation call on Aug, 30th 2023, the 1st design was provided in a timely manner on Sep, 18th 2023, another revision was requested on Sep 29th 2023 and the design was uploaded on Oct 10th 2023, 2nd revision was requested on Oct 31st and the design uploaded on Nov 17th 2023.
  We have provided the requested service through 3 months knowing that the 30 days revision package had expired and we tried to provide you with the best experience and the design you wished for.
  At this point since no refund was requested after your last revision back in Nov 2023, and over 3 months passed since the last design was uploaded we can no longer issue a refund. 
  Please accept our apologies for the inconvenience caused as we always try our best to provide all our customer with the best experience.

  Customer Answer

  Date: 03/01/2024

  I understand your points but as I have previously said - none of the plans or revisions met anything I requested. Aervice I paid for was not provided. At this point I would accept a 70% refund which I feel is more than generous considering there is a plan that I cannot use. 

• Initial Complaint

  Date:01/22/2024

  Type:Order 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.

  ShrubHub is an absolute fraud, and their operational model is fraught with deceptive practices, bait and switch culture, and just boldfaced lies. According to the www.ShrubHub.com website they boast of an "all inclusive" package, which can be utilized to landscape a customer's lawn. After review of several scathing reviews on multiple consumer websites, I opted to communicate with ShrubHub via email to ensure a mutual respect of what I expected from them, and they did the same of me. Repeatedly, I asked the question, "Does the $297.00 fee include lawn design for my front and rear lawn, that are provided post a thorough review of multiple factors." Unequivocally, I was told $297.00 included everything including design, but that was a lie. Despite my best judgment, and ignoring all the negative reviews, I decided to engage ShrubHub and provided my credit card information to pay the $297.00 and begin the process. When I awoke the next morning, multiple charges appeared on my credit card totaling Approximately $400.00! Immediately, I contacted ShrubHub and inquired as to why they billed additional unauthorized charges to me ***** They stated there was an additional fee of $57.00 to pay for a "few design sessions," despite no mention of this fee in any documentation from ShrubHub. Additionally, the website ****** states, "[d]esign fees are already included in the $297.00 pricing." Regardless of how one may view this scenario, this is classic bait and switch, which infringes on complete fraud and deceptive trade. I demanded a full and complete refund, which they promised in writing to process, I've seen no movement on their behalf to correct the fraud. It is my staunch opinion that ShrubHub is a disgrace and they should be put out of business. God knows I will do everything in my power to make this situation right, and warn others who may be duped. NOTE: BBB only permits 5Mb of evidence and my evidence vastly exceeds this limitation.

• Initial Complaint

  Date:01/15/2024

  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 made a purchase on November 8th for landscape design services. After sending them pictures and a description of what was needed, along with a call, I received the design on December 12th that was completely wrong and not at all what I wanted. I informed them that same day that it was not even close to correct. Looking back and what I gave them and what we talked about on the call, it was clear that it was their mistakes that it was incorrect. Then rather than working with me to fix it, which I was more than willing to do, they tried to charge me to fix it. At that point I requested a full refund and they refused. Now I am stuck with an unacceptable product that provides no value and I am out all the money spent. After researching this company further on BBB and other review sites they have many other negative reviews. This is a sales and marketing company in disguise of a landscape design company. Their business plan is to upsell you and get as much money out of you before they cut ties. They do not care about the products and services they provide. I told them I would file a complaint if I cannot get a refund, and they did not care. I want the refund and want them held accountable for their mistakes and terrible customer service. The direct contact I dealt with is ***********************************

  

  Business Response

  Date: 02/06/2024

  Hello ***** and BBB Team,

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

  We have checked the customer's complaint and records and since the customer purchased on 11/08/2023, and had the consultation call on 12/01/2023, the design was uploaded on 12/18/2023 and as per the terms and conditions we offer our customer a 30 days money back guarantee so at this point we can no longer issue a refund since the design was provided in a timely manner and  the customer passed the 30 days.

  However, we would love to offer the customer one free revision to  provide the customer with the design they wish for.

   

• Initial Complaint

  Date:12/02/2023

  Type:Sales and Advertising 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 ordered and paid for a design package on 11/7/2023 $297.00. I then had a call with the design consultant on 11/21/2023. He said my yard, was to be big to do, and I would get a full refund. I emailed support on 11/22/2023 to update them and asked for full refund. They responded and said someone would contact me within *********************************** and full refund has not been issued. Please see attached documentation.

  

  Business Response

  Date: 12/05/2023

  Hello BBB Team,

   

  We have checked and the customer was already refunded as requested, there is nothing we could do to further assist her.

  Customer Answer

  Date: 12/06/2023

  
  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 finally received the full refund.   
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/30/2023

  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.

  On 10/31/23 we purchased a yard design package from Shrubhub that was advertised as 70% savings with an additional 30 day design option for a total prepaid price of $354.00. Upon our first design consultation meeting on 11/17/23, the designer determined our yard was too large for the scope of work we paid for and we would need to pay an additional ******* dollars. Shrubhub has a disclaimer stating some yards will require more fees, but that the majority of yards do not. There is no square footage cost breakdown available for the customer. At this time, we immediately decided to cancel the service and asked for a full refund.It is now 11/30/23 and I have called Shrubhub 3 times in an attempt to get my refund. Each time I am told to wait 48 hours for an email that never seems to arrive. Refunding a transaction for a service that was never used is a simple 10 second process. I am now at a point I am frustrated, angry and incredibly disappointed.

  

  Business Response

  Date: 12/01/2023

  Hello BBB Team,

  We have Issued a full refund as requested.

• Initial Complaint

  Date:11/28/2023

  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.

  I have contacted ShrubHub repeatedly for a refund and they have denied it. They use false advertising as they promote this via instagram heavily. They indicate money back guarantee if you are not satisfied! I had a call with a project manager who did not speak English well, from the very beginning I told him I did not think this was going to work because of his limited English, he repeated over and over that 100% money back guarantee and that we had nothing to loose. The design provided does not meet the *** requirements that I expressed over and over during the call, the front elevation of the house does not even match my house! I took a lot of time taking video and pictures and explaining during a very frustrating call. When I requested my money back ******* explained that although the project manager did say tell us that our money would be reimbursed he did not tell us how muchI initiated a dispute with PayPal and all I got back was $1. I would like a full reimbursement of all I paid as advertised,

  

  Business Response

  Date: 12/01/2023

  Hello BBB team,

  We have viewed the customer's order and seems like the customer filed a chargeback case. therefore we can no longer issue a refund.

• Initial Complaint

  Date:11/08/2023

  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.

  On 9/11/23 I paid $267 plus an additional 57 for revisions On September 21 I had a design consultation phone call where I was informed that I needed to pay an additional $350, and that the revisions would cost $87 and not 57. I was refunded 57, and charged $87 ($704) total. I also uploaded photos and videos of my yard, as well as numerous "inspiration" photos to indicate ideas that I liked.On October 9 I received the original design which did not reflect any of the things I had specified in the phone call. I reached out at that point and told my contact that I was disappointed with the process and the design and that I would like to take advantage of the "30 day money back guarantee" that they advertise. I was advised that the guarantee is void once they begin work on a project. I was asked to give them feedback on what I didn't like and to let them try again. I gave a very specific list including basic things like existing trees in my yard had been left off of the design and that the design had called for plantings to be done in front of the entrance to the garage. I had also been very specific that I didn't want any lawn, and the design called for a very manicured lawn and design - exactly what I had indicated I was not interested in. I received a second design that didn't correct any of the problems and have been trying to pursue getting a refund since then. This company wasted my time and effort, and needs to refund the money I paid!

  

  Business Response

  Date: 11/20/2023

  Hello BBB Team,

  We have checked the customer's order and since the customer passed the 30 days money back guaranteed we can no longer issue a refund (within the 30 days the customer still can have a refund even if we started working on the project).

  Our team provided the customer with 2 designs, therefore we can't issue the refund, however since we want to make sure that we provide all our customers with the best experience, we would love to provide our customer with a new design or a revision on their design,

   

• Initial Complaint

  Date:11/04/2023

  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 did order service for $267.00 and added $77.00 for extra service. They gave me online appointment date, and I took time off and they never called! I contacted them and then they called back and another time. Talking to ***** the project manager, he reported that my yard is too big project for the money that I paid and he asked me to pay more money to complete the project. There was nothing mentioned before that $267 is for small project! I asked them that I don't want the service and I asked for refund, and he replied in nice way no problem. I has been over one month and I keep contacting them and they are not replying and have not refunded my money!

  

  Business Response

  Date: 11/08/2023

  Hello BBB Team,

   

  We have issued a full refund as requested upon checking the order, however in all confirmation emails sent to all our customers it says if the yard size is big there might be extra charges, and all our customer are free to choose if they would like to go on with the service or not.

  At Shrub Hub we always go above and beyond to provide all our customers with the best experiance.