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:11/07/2024

  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.

  We received a quote from Galbraiths for bed cleanup and mulching on April 30, 2024. On May 5, 2024, we accepted and returned the quote. They arrived mid-July to begin the job. Before the job was fully completed, we noticed that the majority of the landscape lights, which had previously been installed by Galbraiths, were not working. All of the lights had been working up until this point. We found that a number of the wires had been disconnected and were visible above ground. We notified the crew and were told that if they had the proper equipment with them, they would have made the repair that day. Since that was not possible, they said they would check with *** about when they could get back out here to fix the lights. A few weeks passed with no contact from the company and no repair. We called to ask when they would be out to fix the lights and were told they hadnt been out yet due to rainy weather. More time passed, and then we received a bill for the landscape work, approximately $6000. We told Galbraiths we would pay the bill once the lights were repaired. Still more time passed. The next contact involved Galbraiths attempting to collect on the bill. They assured us they would be out the following week, so we paid the bill at that time. They did make the repair the next week, and there was at no time any communication regarding billing us for the fixing of what they broke. Some time later we received a bill of over $300 for the light repair. We have expressed to them that we would not pay to remedy their mistake. They have since added an interest charge, so now the total is $415, and they are threatening to send the account to collections. The owner will not budge and says he will sue us if we do not pay the repair bill. He attempts to discredit our ****** review by stating that our account was delinquent. He also lies about the timing of the scheduling. The owner was present only at the repair and gave no indication of any upcoming bill.

  

  Business Response

  Date: 11/22/2024

  Statement *************************** ****** has been a valued customer of our company for over 20 years without prior issues. Recently, he hired us to perform landscape bed edging and mulching services. Upon arrival, we discovered that the landscape beds were overrun with weeds, making it impossible to proceed.
  We informed *** ****** that the weed issue needed to be addressed before we could continue, and he agreed. During the weed removal process, unmarked and improperly buried outdoor lighting cables were damaged. We informed him immediately and offered to repair the cables, explaining that our policy does not cover unmarked underground facilities. At no point did we suggest the repairs would be free.
  After completing the contracted services, we issued an invoice with a 15-day payment term. Over 60 days later, the invoice remained unpaid. Upon contacting *** ******* he stated he was withholding payment until the lighting repairs were completed. I clarified that no additional work would proceed until the original balance was settled. Once payment was received, we completed the repairs within a week and issued a separate invoice for the additional work.
  Shortly thereafter, *** ****** called to refuse payment for the repairs, beginning the conversation with, "Im not giving you a d*mn nickel for this invoice." I informed him of our policy that failure to pay could result in collections or small claims court.
  Since then, *** and Mrs. ****** have repeatedly called, making threats of retaliation, including harming our online reputation. *** ****** trying to insult me stated, "I live in a million-dollar house, so Im better than you." When asked to stop the threatening behavior, they became more hostile.
  We believe we acted in good faith by completing the services and addressing their concerns. We remain committed to resolving this matter professionally but are prepared to take legal action if necessary.
  

  Customer Answer

  Date: 11/22/2024

   I am rejecting this response because: We were the ones who informed Galbraiths of the damage to the lights; they did not inform us. That is an outright lie.  For all other services performed by Galbraiths in the past, there has been a proposed contract in writing to which we have agreed. There was no written contract nor any verbal discussion whatsoever regarding a fee or cost to repair the damage caused by Galbraiths. The wires that were damaged were installed by Galbraiths themselves. Any improper burial of or failure to mark wires is their responsibility. We were never asked to mark any wires prior to them performing the work. The fact that this company believes the consumer should bear the cost to repair damage made by their own employees is inherently wrong and ridiculous to expect. We as well intend to pursue legal action if they continue to pursue payment. I will now be filing a complaint with the Indiana Attorney General.  
  
  
  

  

  Business Response

  Date: 12/05/2024

  We are open to discussing a resolution regarding the $360 invoice, including potential negotiation to reach a mutually satisfactory agreement. However, for any meaningful dialogue to take place, the homeowners must cease all abusive behavior, threats, and harassment.
  Regarding the claim about buried cables, we take extensive precautions to protect underground facilities. For each project, we contact "811" to have utilities marked before beginning work. We also encourage customers to mark any private, non-utility lines to help ensure their protection.
  It is standard practice that if a private, non-utility underground line is unmarked and damaged during excavation, the property owner is typically responsible for the repair, as it is their duty to disclose the location of such lines. They were more than capable of contacting another contractor to repair the damage, but they chose to ask us to handle it, and we did so in good faith.
  We are unsure why this matter has become so contentious. While we are willing to negotiate, a $0 settlement is not acceptable.
  

  Customer Answer

  Date: 12/10/2024

   I am rejecting this response because: Galbraith's continues to statements that are simply not true and because of their publicly posted comment defaming our character. Galbraith's response begins by asking us to "cease all abusive behavior, threats, and harassment." We have had no contact with the business for over 30 days. Galbraith's also states that "we encourage customers to mark any private, non-utility lines to help ensure their protection." We were never instructed or requested verbally nor in writing to mark landscape light cables. Galbraith's themselves had previously installed those lights and buried those cables; they were aware of their presence. The statement that the property owner is typically responsible for repairs made to damage caused by excavation on the part of the contractor is ridiculous.  There was no excavation done; it was landscape bed clean-up, edging, and mulching.  The statement that we could have chosen another contractor to make repairs is also ridiculous.  Galbraith's should have informed us of their intention to charge for the repairs as they have always in the past submitted a written proposal prior to completing work on our property.  They should have chosen to do so.  Instead, when we initially contacted them to dispute the unexpected bill for the repair, they chose to make statements like, "You got a good deal on it," and "We will turn you into collections and take legal action if you do not pay," and "You couldn't afford to pay." The owner also posted online that the reason it took so long to make the repair  was because our account was 60 days delinquent. The original invoice of $5800 was satisfied within 30 days of us receiving it, and a full three weeks before they came out to repair the damage they caused. They defamed our character with this false posting. They were adamant from the beginning that they wanted to have no discussion with us about the unethical practices they demonstrated regarding this transaction.