Complaints
This profile includes complaints for Universal Landscape, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:11/27/2024
Type: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-Refuses to replace dead plants. 2-refuses to communicate with with me. 3-original discussion with *********** we wanted lots of color---he gave us plants with hardly any color and placed plants that should have color in places not good for their exposure, therefore they are not flowering. 4-Universal Landscaping did not fulfil their part of the contract and the contract was paid in full. 5- According to their website "SATISFACTION IS GUARENTEED"---WELL, "I AM NOT Sattisfied"
Business Response
Date: 11/27/2024
We have received the complaint and have already responded with a meeting this morning, within hours of receiving the complaint. We have agreed previously in an email to rectify Mr. ********* request and on November 16, 2024, 11 days ago, we sent Mr. ******* a reply saying that our policy is to resolve all service issues or problems within 2 to 3 weeks, which is standard practice for us for any items that are dead and requiring warranty replacement or issues needing adjusting.
Mr. ******* said this morning he did not see the email. This is a design issue, that was approved after multiple consultations and approximately 4 hours, where the client changed their minds and had trouble with decisions on the initial layout. It was specified that with any property, anywhere, typically where there is heavier shade there will be less blooms. More sun, more blooms. This was understood. We even went above and beyond the original promise in our agreement and created new bed areas and provided free materials in White Marble **** ***** and Rubber edging in their backyard for Free, at no charge as a gift, to help add to their sense of value. The only work paid for was the front yard.
Within hours of receiving the BBB notice, I was at the residence with Mr. ******* and had shown him so he could read our email exchange from 11 days prior saying we require 2 to 3 weeks to resolve any issues. We have replaced a number of healthy plants, many that had flowers, but they wanted more. I told them we would need to get plants with color in the leaves, this was all discussed originally. They seem to have conveniently forgotten the in depth conversations on how sunlight helps promote more flowers.
Regardless, we are going above and beyond our warranty, changing the design, removing approximately **************************************************************** front of the home, 1 hibiscus tree that is healthy as they are now saying they wish for a larger one (at no cost) as the other Hibiscus tree planted has outgrown this one by about 1 foot in the last 7 - 8 months.
Mr. ******* agrees that we are doing everything that he hoped for. We have the Hibiscus tree left to replace and about 10 more plants in the front yard. With which Mr. ******* gave his word that he would contact the Better Business Bureau and ask "Not to make his complaint public" to help protect our reputation, which to this point, for the better part of a decade, has been without a single blemish.
We don't have bad reviews because we take care of people. Mr. ******* re-acted in a manner un-called for, as we always had every intention to make sure that he is happy, the same as we care for each of the other thousands of people we have had the privilege to serve over the years. We value the opportunity and the privilege to serve people and have thankfully had an award winning reputation currently and for a long time.
Business Response
Date: 12/03/2024
We have received the complaint and have already responded with a meeting this morning, within hours of receiving the complaint. We have agreed previously in an email to rectify Mr. ********* request and on November 16, 2024, 11 days ago, we sent Mr. ******* a reply saying that our policy is to resolve all service issues or problems within 2 to 3 weeks, which is standard practice for us for any items that are dead and requiring warranty replacement or issues needing adjusting.
Mr. ******* said this morning he did not see the email. This is a design issue, that was approved after multiple consultations and approximately 4 hours, where the client changed their minds and had trouble with decisions on the initial layout. It was specified that with any property, anywhere, typically where there is heavier shade there will be less blooms. More sun, more blooms. This was understood. We even went above and beyond the original promise in our agreement and created new bed areas and provided free materials in White Marble **** ***** and Rubber edging in their backyard for Free, at no charge as a gift, to help add to their sense of value. The only work paid for was the front yard.
Within hours of receiving the BBB notice, I was at the residence with Mr. ******* and had shown him so he could read our email exchange from 11 days prior saying we require 2 to 3 weeks to resolve any issues. We have replaced a number of healthy plants, many that had flowers, but they wanted more. I told them we would need to get plants with color in the leaves, this was all discussed originally. They seem to have conveniently forgotten the in depth conversations on how sunlight helps promote more flowers.
Regardless, we are going above and beyond our warranty, changing the design, removing approximately **************************************************************** front of the home, 1 hibiscus tree that is healthy as they are now saying they wish for a larger one (at no cost) as the other Hibiscus tree planted has outgrown this one by about 1 foot in the last 7 - 8 months.
Mr. ******* agrees that we are doing everything that he hoped for. We have the Hibiscus tree left to replace and about 10 more plants in the front yard. With which Mr. ******* gave his word that he would contact the Better Business Bureau and ask "Not to make his complaint public" to help protect our reputation, which to this point, for the better part of a decade, has been without a single blemish.
We don't have bad reviews because we take care of people. Mr. ******* re-acted in a manner un-called for, as we always had every intention to make sure that he is happy, the same as we care for each of the other thousands of people we have had the privilege to serve over the years. We value the opportunity and the privilege to serve people and have thankfully had an award winning reputation currently and for a long time.
Customer Answer
Date: 12/11/2024
Complaint: 22607556
I am rejecting this response because:
Sincerely,
******* *******Customer Answer
Date: 12/11/2024
I do not have to write long dissertations or explanations as Mr. ******* has done. All I have to say is, as Mr. ******* has stated "I want to make you happy". Currently as of today, 12/11/24, "THE WORK TO MAKE US HAPPY, IS A WORK IN PRGOGRESS" and hopefully will be completed soon.Business Response
Date: 12/12/2024
As is standard for us, we've been in communication with the customer about what they would like to see done with their project. The designer had a personal meeting w/ the customer on the 27th of November and numerous phone calls over the past 2 weeks going over the specifics of the design. Project manager stopped by twice with plantings for the customer to see. Office manager sent numerous text messages, emails, and phone calls- all combined, we spent several hours of communication going over the details to get this right for the customer.
The misunderstanding for this customer was over blooming plants in a shaded area. To help improve our efforts to communicate with people who are learning about the nature of plants and how they bloom, especially in this type of shaded area, we are adding a new article to our 'Customer's Corner' section of our website specifically about how plants bloom, why the bloom, and what can promote or hinder blooms in a plant or tree.
We were out this morning, 12/12 at 8am, and removed the unwanted plants that were not blooming to their desire & installed new plants with color in the leaves. Customer said they are satisfied and gave their blessing on the work performed.
Homeowner said that they would retract their initial statement from the public, which we could only hope they would do. We recognize this as a moment to add more information to our website about the nature of blooming plants and will continue to try and improve to serve people as best as possible, as we've always done. It is a privilege to serve and work for people and we have always recognized that & know there are always ways to improve.Customer Answer
Date: 12/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The complaint has been resolved and we are satisified wiith the resolution. We do not wish for the complaint to be made public.
Sincerely,
******* Denmark
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