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:10/30/2023

  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 purchased they're service and then COVID happened. I was unable to use the service because it was impossible to get people to do any landscaping work. Once I was ready to use the service they said that it had expired and that their terms say I must use it within a year. They refused to issue a refund and wanted to charge me $250 more for a service THAT I HAD ALREADY PAID FOR. We went back and forth but they are insistent that they're policy states that they can take my money without providing any services.

  

  Business Response

  Date: 11/06/2023

  Hello BBB Team,

  We have checked the customer's order and at this point there is nothing we could do to help since the customer purchased over 2 years ago.

  Customer purchased on May, ********, and since the purchased was done over 2 years ago we can no longer issue a refund nor provide the service as per the terms and conditions.

• Initial Complaint

  Date:10/30/2023

  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.

  Subject: Request for Full Refund from ShrubHub Dear Better Business Bureau,I am writing to lodge a formal complaint against ShrubHub, an online landscaping service, from whom my wife and I purchased a service package on October 9th, 2023 (Order number: ********, Order Name: *********************************). The total amount paid was $488.00.On the day of purchase, we received a call from a representative of ShrubHub. This call was presented as a consultation, but it felt more like a sales pitch. The representative insisted that our front yard was larger than expected and that we would need to upgrade to a more expensive package.Given the unexpected push to upgrade and the companys advertised 30 Day Money Back Guarantee, we decided to cancel our service on the same day, just five hours after our initial purchase.In response to our cancellation request, ShrubHub informed us that they would deduct $150 from our refund due to a design they had supposedly created for us and the consultation call. We contested this deduction on the grounds that the call was not a consultation but a sales pitch, and we had not received any designs from them.As of today, October 30th, 2023, we have not received any refund from ShrubHub. They have refused to refund the full amount despite their advertised guarantee.We are filing this complaint in hopes of receiving our full refund of $488.00. We believe that we have been treated unfairly and that ShrubHub has not honored its 30 Day Money Back Guarantee.Thank you for your attention to this matter.Sincerely, ******************************* husband of ****************

  

  Business Response

  Date: 11/06/2023

  Hello BBB Team,

   

  We have issued a full refund as requested as the customer is still within the 30 days moneyback guaranteed and the service was never used.

• Initial Complaint

  Date:10/26/2023

  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.

  On July 8, 2022 I made two purchases from ShrubHub:- 3D Design Package for two areas $297 - 30 day revision package $67 I was given no direction on next steps aside from needing a consultation which was finally scheduled on September 18, 2022. There were no attempts to schedule a consultation with me from the company, this is something that I had to contact them to do after spending over $350. (72 days)After providing this company with my phone number and email address, I never received a call on the date that the consultation was scheduled for and of course there is no way to call in to reach someone for a nearly entirely online and outsourced company. The date for the consultation was 9/23 and I received a chat message through the account dashboard saying they had tried to call me which we were able to uncover that somehow they had the wrong number for me stored which was not close to my number suggesting there was a clerical error internally. After correcting the number with them I still did not receive a call. After not getting a call I decided to wait until I was a bit more ready to move forward with projects in the home to utilize the package that was purchased. This fall on October 6, 2023 I reached out to request a refund because financial struggles have made future projects unlikely and require us to hold off. Following a pandemic and recession at that. I was informed on 10/6 that my account could no longer be refunded AND that I would have to pay an additional fee to access the service that I have paid for. The stated refund window I was given is 30 days and I was told the package paid for is only for 12 months meaning they no longer intend to honor the purchase either. This company has effectively stolen $364 dollars from me to then hide behind policies that were never made clear. They are refusing to cooperate any further. This company is not operating in good faith. My original consultation was outside the refund window.

  

  Business Response

  Date: 10/30/2023

  Hello BBB Team,

  We have checked the customer's account and since the customer purchased on June 2022 over a year ago we can no longer issue a refund as per the terms and conditions.

   

  Customer Answer

  Date: 10/31/2023

  This response is so disrespectful to a consumer. I ordered a service in July and never received any notice that there was a 30 day window for refunds. As is completely uncustomary when operating in good faith - this business decided to never make any attempt to make that clear and on top of that never made any effort to schedule the initial assessment. I uploaded pictures of my property as requested and there was no communication from the company.  This is outright dishonest theft from a customer.
  

  To paint it clearly: I paid over $350 for a backyard design (the service), received no follow-up after purchase and received no copy of the terms which they continue to reference (first offense), company contacted me on an incorrect number that I had not provided them resulting in a missed appointment that I had to schedule myself (second offense), ShrubHub made no attempt to communicate at any point during the 12 month period where services need to be rendered before as they state - policy deems the service undeliverable (third offense), upon contacting the company myself over 1 year after purchase they told me that my ability to receive the service was gone and there was no action that could be taken thus providing terrible customer service on top of outright stealing from me (fourth offense). 
  

  It is clear therefore that ShrubHub fully intends to get customers to purchase a service, allow the refund window to pass without notice, and hope that customers miss the 12 month policy that they state once and never provide written evidence of. The readiness of ShrubHub to state that there is nothing they can do after taking a customers money willingly and making no effort in good faith to render services paid for us an indication of poor business ethics and poor leadership. No policy should ensure that a company can take money for a good or service and never provide it. No customer should give them their business. 

  

  Business Response

  Date: 11/08/2023

  Hello BBB Team,

  We have checked the customer's order, and we can no longer issue a refund as the purchase was done over a year ago and the customer already files a chargeback case last year and lost it, we can no longer issue a refund nor provide the service.

• Initial Complaint

  Date:10/19/2023

  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.

  1. On August 2022 I took package for my yard design from ShrubHub from their website which is www.shrubhub.com . 2. On September 8 2022 I contacted ShrubHub ********************************* (Project Manager) for my design package and told them that I got a family emergency and had to travel to ***** and also told them that I am not ready for my backyard work and asked for refund. 3. ********************************* (Project Manager) told me that shrubhub can freeze my account till I am ready to start the work and also offered me a free addon for "2D satellite design" . 4. I again mentioned that there is an emergency situation at my home and I wont be able to schedule my consulting call until mid October, I never mentioned that it will be mid of October 2022. 5. I have been trying to reach them since October 11 2023 to schedule my consultation and somehow I am able to reach to ********************************* (Project Manager) on October 19th 2023 to ask about re-scheduling my consultation. 6. ********************************* (Project Manager) told me that I will have to pay another $100 to reschedule the consultation as it was only valid for one year. 7. She never mentioned this anytime during our chat and it was never mentioned anywhere on the website. 8. I want my full refund + $500 extra for disturbing my mental peace and put me in a state of anxiety.

  

  Business Response

  Date: 10/30/2023

  We have issued the refund as requested and as an expectation.

  We always go above and beyond to please all our customers and give them the best experience.

   

  Customer Answer

  Date: 11/01/2023

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:10/03/2023

  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 ordered a service for $267.00 and no service was provided. They did NOT inform me that the service expires.

  

  Business Response

  Date: 10/04/2023

  Hello BBB Team,

  We have reviewed the order and all the information, the customer purchased in April 2nd, 2022 and scheduled their consultation call in 05/10/22 11:00AM.

  After the consultation call our team started working on the design until the customer requested to stop working on it and that they are selling the property and that they would like to change the address listed.

  We have allowed the customer this exception knowing that we already started working on the design. We can give the customer another expectation and reactivate their account as our main goal is our customer's satisfaction.

• Initial Complaint

  Date:09/13/2023

  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 purchased shrubhub to help with my backyard design. I was initially told that the cost will be $213, during my consult I was told that I had to pay another hundred dollars. So I ended up paying a total of $313. However, I have not received any from this company. I feel like i have being ripped off or this company is scamming people. I want a refund.

  

  Business Response

  Date: 09/14/2023

  Hello BBB Team,

   

  We have checked the customer's request, and the design was uploaded already within a timely manner. Designs usually take 15 to 20 days.

  We always do our best to provide all our customer with the best experience so would like to offer the customer with a free revision  

• Initial Complaint

  Date:09/11/2023

  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.

  Scam, Fraud, Grift, Bait and Switch. I paid for a "3d Design Package - 2 Areas 10% OFF" on sale for $267.00 and didn't have particularly extravagant expectations. After doing my part by providing photos, design inspirations, and getting on the call with the "designer", ***********************, she sounded more like a salesperson that was scripted to try and force me to upgrade to a higher cost plan. Two weeks came and went while I was waiting and expecting to see the designs I paid for and was then told via email that it would cost me an additional $997 to get them. I declined and was then told, "it's alright you don't have to upgrade, but if we stick to the standard for that space, that would be for the $400 additional. I had originally assigned this to a designer, so they already did go through the project and my notes, but they are just waiting for my greenlight." At this point I'm unsure if she even is a designer because she mentions that she assigned it to one but I declined again and asked to get what I paid for or give me a refund. She declined to complete the project and instead said that she would process our refund, but only after taking out some unknown amount for fees and for her "services" where she tried to upsell me on the phone call. I told her that this was completely unacceptable and should limit the scope of the project and just give me what I already paid for. Her response was as follows: "These are the terms and conditions I'm working based on, we are designers and getting paid fairly for our work is our right, if you do not wish to pay the additional fees, that's your choice as well, so we can always part ways. Be getting paid for time spent with you on the phone is also the least expected, so I don't understand why you feel that it's unfair for me to get paid for my time, and suggestions on the phone, while the processing fees are just bank fees." TLDR: You pay money, they tell you to pay more money, if you don't they take some of your money anyways.

  

  Business Response

  Date: 09/14/2023

  Hello BBB Team,

  We have checked and the customer only paid $267 for the main package and was fully refunded already. there in nothing we could do to further assist the customer, no extra fees were charged.

• Initial Complaint

  Date:09/01/2023

  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.

  Like many other complaints, I paid for a 3d design service, uploaded all necessary documents and scheduled a call with a designer. The designer listened to our list of needs wants. The designer went over the timeline by 17 days, thats nearly double the timeline we were promised, rendering our 30 day money back guarantee useless if we had wanted to claim a refund. The designs delivered were not only useless but completely illegitimate - so many errors and not at all as discussed. I asked for a redesign. The second designs were delivered incorrect as well. I asked for a refund altogether for the trouble. I hope I receive one. Its been 3 months of hassle and complaints incompetence. They are hiring off shore individuals who have no skills and language barriers. They are marketing a false product. So many similar complaints of designs being totally inaccurate to specs and requests.

  

  Business Response

  Date: 09/05/2023

  Hello BBB team,

   

  We have checked and we don't have any customer under this email address *************************** please provide us with the email address the customer signed up with or the order confirmation number in order to assist further
  

  Customer Answer

  Date: 09/05/2023

  order number : 22110645 

  order date : 06/04/2023

   

  

  Business Response

  Date: 09/14/2023

  Hello BBB Team,

  We have viewed the customer's order, the customer purchased in June, 2023 we have provided 3 designs which the customer approved to have.

  The customer paid for the main package only and as an exception for the delay caused we provided the customer with 2 free revisions, at this time we can't issue a refund since the customer agreed to have 2 revisions and 3 designs so far, knowing that the customer already passed the 30 days money back guranteed.

   

  Customer Answer

  Date: 09/14/2023

  YOUR full name: *************************
  mailing address : ************************************************************************
  and phone number: ************
  
  The COMPANY'S address and phone number : Shrub Hub ************. Monday - Friday. 8AM - 5PM PST. 24/7 Email Support: *********************************. ************ **********
  
  The issue(s) you would like the company to address : I would like the company to admit that all of my claims about their service are accurate. The claims I have written  and explained to them in detail in several emails and phone conversations. They include - late designs which caused me to loose my guaranteed refund window opportunity, completely incorrect designs based in design consultations on 2 separate occasions over the course of the contract. 
  
  The resolution you are seeking, if applicable - I would like the company to take responsibility for not only the errors made by designers and project managers, but acknowledgement that the designs were delivered late and were not as discussed on the calls and in email correspondence. Due to that truth, I would like a total refund because of the wasted time and the company not delivering the goods and services promised/advertised.
  

  Fill out and return the enclosed required release form : I did not receive a form to fill out. Please resend

  

  Business Response

  Date: 09/22/2023

  Hello BBB Team,

   

  As advised before we have made an exception to this customer as an apology for the delay caused and already provided 1 extra free consultation call and  2 free revisions which were delivered in a timely manner.

  Our designers worked on the customer's design many time which means we also put time and effort in order to try pleasing the customer and providing them with the design they wish for.

  At this point we can't offer a refund.

• Initial Complaint

  Date:08/29/2023

  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.

  Purchased design plan on 4/9/2023 from Shrubhub. Website states a 30 day money back guarantee if not happy with the product. I received my design plan on the 29th day of purchase. Emailed company and let them know I was very dissatisfied with the outcome of my design and wanted a refund. They delayed getting back to me and then said I was not able to get a full refund because I received the design. They said that they would assign my project to a new designer and they would re-do my project. I agreed to let them have a second chance at providing the promised product. Last I heard from Shrubhub was that they were to assign me a new designer and that designer would reach out to me. It has been 3 months and the company has not contacted me or provided the promised revision of my design. I emailed them last week stating that I wanted a full refund and to please contact me asap.

  

  Business Response

  Date: 09/01/2023

  Hello BBB team,

   

  We have reviewed this order and since the customer already requested the refund during the 30 days money back guaranteed and we have provided the design as per the terms and conditions we can only issue a partial refund and since we offer 20% or a free revision and didn't deliver the free revision we have issued 50% refund for the customer as an apology for the delay and the inconvenience caused. 

  Customer Answer

  Date: 09/02/2023

  I am requesting Shrubhub refund me 100% of the payment based on these reasons:

  1. product delivered was grossly inadequate and not suitable for my project. I am not able to use their plan nor was it what I asked for during my consultation.

  2. Misleading advertising on website

  3. company made no effort to honor the promised revisions , unresponsive to email…. I had to file a complaint with BBB to get them to respond to me.

   

  

  Business Response

  Date: 09/05/2023

  Hello BBB team,

   

  We have issued the 50% refund already as an exception knowing that the customer passed the 30 days money back guaranteed there is nothing we could do to further assist the customer

  Customer Answer

  Date: 09/06/2023

  I notified Shrubhub via email before my 30 days and told them I was not satisfied with the product. They gave me the run around and told me they couldn’t refund me 100% and they were willing to give me a small refund… I believe it was 10%?
  The company completely dropped the ball. Never contacted me, never followed thru on the promised product revision and what I did get was a useless project  plan.
  I want the company to issue me a 100% refund.

• Initial Complaint

  Date:08/29/2023

  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.

  Primary complaint is failure to perform contracted services.
  I have outlined a time line of my experience with this company below.
  
  4/17: initial order placed online. 300 for 2 areas, plus 87 for unlimited revisions. Total of $384.
  Instructed on website that I would need to upload detailed photos and measurements of my yard prior to initial consultation with designer. This took several hours of my time. After this was completed I was able to schedule an appointment for a phone consult.
  5/31: Initial consultation with my project manager “Ryan” where we discussed all the goals for project and what elements I needed in a design. During the call was advised that due
  to the size of my yard and also that I was needing some elevation changes in landscape, that I needed to upgrade my package to the VIP 3D design package- this was an additional $400 and also advised a lighting plan for $66. This was purchased. Website advertises a turn around time of under a week for a design- but was told my design would take longer as it was more involved.
  Was told design would be done within 3 weeks.
  
  6/20: received a chat message through their website that my project manager was no longer with the company, but that "the design team" had posted an initial draft of my design for me to review.
  Was also told I would be assigned a new project manager. The design was not at all what was asked for- It was essentially a drawing of my home and yard exactly as it already is. They did add some new features to my existing deck such as a kitchen area. Furniture placement was also drawn in- however much of that would not actually fit in the space.
  They placed different plants in the planting beds- many of which are not suited to my climate. There were several features that were discussed with Ryan in my consultation that were completely ignored, such as adding a parking area, adding a tiered wall structure in the distant area of the back yard (the elements that required the need for the upgraded package/elevation changes), a water feature, pool, incorporating more evergreens into landscape, changing the layout of the front flower beds, etc. The most crucial and time sensitive part of the design as well as the portion I was told I needed to pay more for not even addressed at all- the area was essentially ignored in the design.
  Needless to say- I did not receive at all what was paid for or discussed, and the design was essentially useless to me.
  
  6/26: Asked for contact information for new project manager- was contacted by chat by “Keith.” And told to reach out by chat with questions. I was out of town for a few weeks at this time.
  7/7: Returned home from traveling and contacted Keith by chat to schedule a time to discuss changes to design. Indicated that at this point it was urgent. I was told by yet another person that I would not have anyone available to speak to for 10 days because Keith was out of town. Tried to reach the company by phone and by chat to explain that I would need to talk to someone right away as I had a deadline for the design with a landscaper. I requested to speak with a manager. This was on a Wednesday morning. I was unable to reach anyone over the phone and did not receive any response by chat for 3 days. I was then told they could connect me to another PM- Maryam. She contacted me a day later. Over chat she advised me that she would not be available to talk for yet another 8 or 9 days! July 19 or 20. After expressing dissatisfaction with this, she gave me a slot to talk with her on July 14.
  After call on 7/14 to talk about items discussed in consultation that were not addressed in first design- was again told design would be about 3 weeks, as this would require a "complete re-design." She asked me to provide some kind of elevation sketch for the yard, which I did not know how to do. By then my landscaper who I had been putting off for weeks advised me that he could plan something for me instead so we could move forward.
  8/21: Have not been contacted in any way with any updates on my project. At that point sent an email asking for a refund and detailing why I felt this was justified.
  
  8/29: a week later- advised that they would not provide a refund as I was out of my 30 day satisfaction guaranteed window. No other remedies were offered. I still have not received any design revisions, or further communication from my project manager.
  
  From time of my purchase of product it has been over 4 months. It has been almost 3 months since my initial consultation and I am out $850 and additional costs paid to landscaper due to delays in project as well as costs for landscaper to come up with a design plan that was not delivered by the company. I was promised a full and complete design in 3 weeks with timely revisions and quick communication. Not only has this not been provided, but I have yet to receive any kind of usable product.
  
  The area/project that I initially pursued a design for in the first place is now completed, and I no longer have use for a design plan from Shrubhub. I also have no confidence that even if a plan had been provided that the process of having any revisions addressed would have been been provided in a timely or functional manner. They do not provide the level of service, continuity or communication needed to provide what is promised to their customers. This at best can be seen as ineptitude and at worse fraud.

  

  Business Response

  Date: 08/29/2023

  Hello BBB Team,

  We have checked this project and since the customer purchased in April 2023 and the design was provided we can no longer issue a full refund as per the terms and conditions as the customer passed the 30 days money back guaranteed.

  However We always go above and beyond to provide our customer with the best experience we  would love to assign the order once again to one of our senior designers to work on the design once again and provide the customer with the suitable design.

  Customer Answer

  Date: 08/29/2023

  the company has failed to provide promised services in a timely manner and because of this services are no longer needed. 
  I do not wish to continue with the company’s services in any way. The situation falls outside of their normal refund policy as they have failed to deliver product promised.

  

  Business Response

  Date: 09/01/2023

  Hello BBB Team,

   

  We have viewed the customer's complaint and as the per the terms and conditions the customer is no longer eligible for a refund, however since our main concern is our customer's satisfaction we have issued 40% refund.

  Customer Answer

  Date: 09/06/2023

  A forty percent refund is not adequate. As I have said previously, I have received zero percent of what was advertised and promised for the $850 paid. This has additionally cost me hours of my own time, my landscapers time and additional costs of project delay. In reality I have damages above and beyond money paid. A full refund is the only resolution acceptable.