Complaints

This profile includes complaints for The Wallace Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Wallace Company has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Wallace Company

  3607 Andrew Ave Pensacola, FL 32505-4108

• 

  The Wallace Company

  PO Box 1313 Gulf Breeze, FL 32562-1313

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:04/13/2023

  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.

  Starting March 31, multiple attempts were made to contact every “manager” involved. We have received no response.
  Their choice to ignore our attempts to communicate made the following review necessary:
  
  The job was to clean up a long neglected garden and lawn. Many plants were suffering from long term maintenance neglect; which, a manager said was part of the included services.
  
  Mid-day of the job, Richard & a female I had not met, arrived and immediately verbally attacked me and accused me of “harassing” their team, without introducing themselves, or asking me my experience of the gripe,
  or mentioning the message I left them earlier to request more men and working equipment, and without apologizing about the damage done to 3 large primary holly trees, & their mistake of actually removing of one of a set of three large holly trees, and butchering two shrubs.
  When I laughed in amazement at their unexpected and abrupt rudeness and ridiculous false accusations they instantly pulled the guys off the job, right after more men, including Carlos and Patrick, finally arrived. At least Patrick was qualified, polite and very helpful.
  
  This happened after we had gone most of the day, without the full professional team we were promised by the field manager, Carlos. He arrived with two inexperienced people who did not speak a word of English, and one man who barely spoke English. They arrived with equipment which did not even work and a couple of dull pruning tools.
  
  It became clear to me early on that my help was absolutely necessary; because, when I came out to check on them, one of the men was repeatedly yanking on a broken chain saw, and the main damage had already been done. That is why I was still outside working with Patrick when the rude Richard and a female “managers” arrived in full attack and quit mode.
  
  They quit the job before even really getting started, and left me to do the bulk of the pruning work and cleanup, which I did after they left at about 2:30 pm.

  Business Response

  Date: 05/15/2023

  On the day my employees were out at Mrs. ****’s residence,
  we had numerous complaints from them. My employee’s said Mrs. **** verbally abused
  them, telling them they were useless; that they did not know what they were
  doing, and even went to the degree of snatching their tools out of their hands.
  They were there at Mrs. ****s residence at 7:35am and this happened to them throughout
  the day, and they were going to quit if something was not done. Instead of
  pulling them, we did send out additional supervisors to control the situation.  When the manager Carlos arrived, she came to
  him and he walked the yard with her, but not before she handed him her dog to
  hold. He walked with her holding her dog and when he got tired of holding the
  dog, he placed her dog down on the grass. Mrs. **** immediately snatched the
  dog off the grass and yelled at Carlos stating, “Do not put my dog on the
  grass”. Once that happened, he called the Lawn Maintenance supervisor, Richard.
  Richard came to me with Carlos’ and the other employee’s issues, and that is
  when we headed out to Mrs. ****’s residence. Richard and I both were in our company
  shirts sporting The Wallace Company name when we arrived at 3:04pm. She is correct, I did not say my name and I do apologize for that. I did say calmly, “mam, I am getting complaints from my employees that you
  are harassing them”. She did laugh at me and she told me she was busy and she
  would get back to me later. She said I would have to wait and they were almost done with the job. Because she would not speak to us, we did pull the employees
  off the job. Yes, she is right, we do hire Hispanic employees and some do not
  speak English, but we always have someone who does speak English with the ones
  who do not. Our company is an equal opportunity employer. They worked 9 hours
  that day and we were never paid for the service. As far as the equipment, we
  have 4 mechanics on staff and our equipment is serviced daily along with
  sharpening of the blades on a regular basis. 

  Customer Answer

  Date: 05/16/2023

  
  
  Complaint: 19929328
  
  
  
  I am rejecting this response because: It is a work of fiction; from a person who was/is grossly mis-informed, at best; and/or one who elects to blame the victim, while accepting no responsibility for damages and expenses they cause to others, at worst. 

  The supporting evidence of photographs, along with our full and honest account of the incident, stands. 

  We are certainly not surprised by their response. Thank you for your service.

  Incidentally; though we do not owe them anything (quite the reverse), we wish to state that we have never received a bill from them.

  Sincerely,
  
  
  
  Mary Catherine and Rick ****