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:08/10/2023

  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 bought the following packages from Shrubhub on 07/03/2023 for over $2000 3D DESIGN PACKAGE - 2 AREAS 30 DAY DESIGN REVISIONS 2D SATELLITE DESIGN DESIGN UPGRADE The designs submitted were poor quality and were not even upto scale and the 3D package seemed to be a cut and paste from some other projects (showed features that dont exist)The response from the project manager is You got what we say on the website. You can pay $500 more to get the *** packageThe entire service seems to be an elaborate scam with hard sell and aggressive marketing. Would like to warn other buyers to beware and not fall prey to all the upgrades they offer.

  

  Business Response

  Date: 08/11/2023

  Hello,

  We have checked your account and would love to contact you and we would love to work on your design in order to provide you with the design you wish for.

  We always go above and beyond to provide our customer with the best experience, as our number one Priority  is your satisfaction.

• Initial Complaint

  Date:08/05/2023

  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.

  Shrubhub's advertising services leave a lot to be desired. I purchased a $267 **************** 3D rendering plan service advertised by the agency on ********* After the initial phone conversation, I didnt want to purchase any upsell packages, however, the representative came up with another way to get me to pay extra. Suddenly, the promotional offer purchased did not cover the extent of the square footage of the promotional offer which was limited to **** square feet. However, this disclosure was not posted in the advertising promotion the company is having on ********* I mentioned that fact to the representative who became belligerent and upset when I stated I stated that their advertising didnt disclose the limitation of the service offer. He argued that 24 hours before my appointment they sent an email disclosing the potential for extra charges due to overage square footage. If you advertise a service for $267 that requires a client to pay an extra $400 to be delivered, this is clearly misleading the customer and using unethical advertising tactics. I demanded a full refund of my money from the representative who clearly was upset about having to deal with a well-informed consumer. I havent heard from Shrubhub.com yet after a day after my initial appointment.

  

  Business Response

  Date: 08/11/2023

  Customer filed a chargeback case, and was fully refunded.

• Initial Complaint

  Date:08/02/2023

  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.

  2.17.23 Original landscape plans ordered $227
  2.17.23 revisions pre-paid $67
  7.5.23 they wanted more money, for lighting plan, still hoping to hear from them on the design $57 for more révisons (but still no initial design- they insist I prepay this yet again)
  7.5.23. ordered mosquito abatement - no contact in this service either. $97
  7.7.23 they insist I pay extra for landscape design with lighting $100
  
  I’ve been waiting since February. They keep promising and up-selling but have not delivered a single item I have paid for.
  
  I’ve asked for a refund, told a manager would contact me. Took a week for them to reply and they said they can refund but charge me $100. They claim the design is done, even though I was told it would be 2-6 weeks longer I had to wait. I told them send it today and I’m happy to pay for the design but no addons. They did not send anything still.
  
  I have no faith they have done any work (or why not produce it?) and no confidence in them as a business. They keep charging me more and more money and I have been patient for over 6 months now and not received anything from them at all.
  
  I want a full refund of all charges.

• Initial Complaint

  Date:07/31/2023

  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.

  Initial transaction 6/24. All necessary information was uploaded through the client portal on my end. Initial phone consultation was scheduled for 6/26/2023 at 11 AM eastern standard time. which not to mention, the representative was 20 minutes late for our scheduled call.I was told 15 days for renderings and when I brought the timeline up to the representative, they stated it could take up to 21 days. Regardless it was still over 21 days from my initial call on June 26th. The consultation barely had anything to do with what I was looking for. It was more of a sales pitch on how to upgrade my plan to all these different useless options. When I received the design to be completely honest, it looks like some thing that was designed on a program from the early ****s. Its just random plants scattered throughout the areas I asked to be landscaped there was no thought put behind it to achieve the look I asked for and the multiple pictures that I uploaded as my inspiration photos in the client portal.The website clearly states that they have a moneyback guarantee for customers if they are not fully satisfied. The representative is now trying to delay the process past their 30 day moneyback guarantee so that I do not qualify. I demand a refund from this business. This seems to be a common occurrence with their customers in this company is more of a scam than providing landscaping services.I originally reached out to support on 7/25 requesting refund. After I expressed my concerns *********************************** did not respond until I had to follow up again 3 days later.

  

  Business Response

  Date: 08/11/2023

  Customer purchased on June and we have provided the service as requested since the customer passed the 30 days money back guaranteed we can longer issue a refund as per the terms and conditions.  

  Customer Answer

  Date: 08/11/2023

  I purchased services on 6/24. My initial consultation was on 6/26. I emailed customer service about my dissatisfaction on 7/24 so that is within the 30 day window. Customer support took over a week to return my message to purposely push out the 30-day window.  

  

  Business Response

  Date: 08/29/2023

  Hello BBB Team,

  We have investigated this order as the customer purchased the package on June 26th and scheduled their call on the same day at 8:00 AM PST the design was provided in a timely manner.

  And as per the terms and conditions the customer passed their 30 days money back guaranteed and the design was provided so there is nothing we could do to further assist them, however we always go above and beyond to satisfy all our customer so we can offer the customer 20% refund. 

• Initial Complaint

  Date:07/03/2023

  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.

  Me too just like the other complaints, I purchased a design package for $297 and the 30-day revision package for $87. As of the writing of this complaint I have not received the promised design. Noteworthy, I started this order back in April 2023. We uploaded pictures and had our initial consultation. Only not to have received NOTHING. We have called customer service and we have been promised that *************************** the manager would call in which she has NEVER CALLED ME BACK as of July 3, 2023 I have followed up 8 times with customer service asking that the manager call me back PLEASE. I was MOST HOPEFUL, and was looking forward to the promised designcurrently I still dont have my design. Shrub hub if yall aint a scam PLEASE DO THE RIGHT THING AT THIS JUNCTURE IT appears to be a scam and I WANT A FULL REFUND.

  

  Business Response

  Date: 08/11/2023

  Customer was already refunded as requested 

• Initial Complaint

  Date:07/03/2023

  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.

  Paid over 60 days ago, asked for ONE thing in my design, and after 3 tries they couldn't get it right. I explained this in detail via phone and chat and lost weeks of a small window where we're able to do outside projects. ShrubHub only refunds you within 30 days so naturally it makes sense why they stalled so much and for so long, so that you cannot get any money back despite them not delivering anything close to what I paid for.This company has zero business ethics.

  

  Business Response

  Date: 08/11/2023

  Customer purchased in April and we have provided 3 designs and as per the terms and conditions we can no longer issue a refund as the customer passed the 30 days money back guaranteed 

• Initial Complaint

  Date:07/02/2023

  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.

  The service did not fulfill it's promise to provide a design based on my feedback. I asked for 4 things. Make a recommendation for plants for existing pots, make a recommendation for dirt patch, add to existing plants (do not replace). Instead they did a completely new design and didn't provide feedback for the areas I asked. I sent videos and pictures, submitted my concerns to their support and they said I was outside of the 30 day window which I was not. I can't use their design b/c I'm trying to supplement what I have not start over and didn't fill in the spaces that were most important to me.

  

  Business Response

  Date: 08/11/2023

  The customer purchased on May and the design was provided in June so at the meantime we can no longer issue a refund as per the terms and conditions.

• Initial Complaint

  Date:06/15/2023

  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.

  I purchased a Shrub Hub 2 area package back in May 2021, to coincide with another project of hardscaping, which was delayed. We are now re-starting this project, and I went to use my 2d 2 area package (paid $129 through a promo). The purchase email contained NO information that this offer was only good for X time or any link to any terms and conditions of the purchase indicating a time limit.I logged into my account to see it tell me that my "consult" time had passed, so I sent a chat. They responded telling me that they no longer offer that package, and I would need to upgrade to their $297 package that they would, as a 1 time exception, offer to me for $250, but they'd add a $77 value of a 2d package (the one they don't offer??)! So, they are basically telling my I get NOTHING for my package purchased, and that I have to repurchase an entire package, and are trying to refer to T&C that now say you have 1 year to use your consult. This seems criminal. Either offer my money back if you don't offer that package any longer sine my original purchase says nothing about a time limit (Weird, since they're offering it as $77 value for FREE and yet telling me they don't offer it!) or offer to deduct the total I had already spent for a package from a new package. They're either saying I have to spend $250 or I get nothing for the $129 I already paid! This is insane business practice and I don't think after reading all of the poor BBB reviews I would want to work with this business anyhow.

  

  Business Response

  Date: 08/24/2023

  Hello BBB Team.
  
  We have checked and seems like the order was purchased in May 2021, and as per the terms and conditions If the customer passed the 30 days money back guaranteed they are not eligible for a refund.  

• Initial Complaint

  Date:06/10/2023

  Type:Billing 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 registered me without consent on a lawn service I did not want, they charged, I complained, they refunded and 2 months later I have been charged again, this is unacceptable

  

  Business Response

  Date: 08/24/2023

  Hello BBB Team.
  
  We have checked and seems like the order was purchased in sept 2021, we have provided the design as requested, and as per the terms and conditions if the design was provided and the customer passed the 30 days money back guaranteed they are not eligible for a refund.  

• Initial Complaint

  Date:06/08/2023

  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 design package through Shrub Hub with a lighting package and 2D designs. I specifically told them I wanted a modern minimalistic desert vibe with few plants, no river rock, a small shed in the backyard, and some great curb appeal. Instead, I got a design that had river rock everywhere, a giant shed, and a ton of random plants in places that made absolutely no sense at all. I also wanted to extend out the pool deck, which they didnt listen to at all. I paid $500 to get the complete opposite of what I asked for. The designs were so poorly done and not creative at all. There were also a ton of inaccuracies. I could have done a better job envisioning all of this on my own for free. Id like a refund since its clear you all didnt listen at all that I dont want to waste anymore time with you.

  

  Business Response

  Date: 08/24/2023

  Hello BBB Team,

  We have issued a full refund already in July

  Customer Answer

  Date: 08/24/2023

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