Complaints

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• Initial Complaint

  Date:11/04/2023

  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 phoned ****'s lawncare to get a quote for work we needed done and was told the person that would be doing the work would call me. He called and said he was available 9-22-23 and could do the work that day. He and another worker were there 9:00-1:00. The first 30 minutes we walked around the yard showing him what I had wanted done. I asked him how much it would be and he said $700-800, but with two of them it may be faster, and I agreed. I was home all that day and had all the windows open. I heard things get quiet around noon and saw them in their truck for what I assumed was a lunch break that lasted ***** minutes and they left for the day around 1:00. A few weeks later I got a call while at work from an office worker there stating my bill needed to be paid. I gave her my credit card information, but after I paid it, I questioned the amount because it was way higher ($1113.00) from what they quoted. She said due to the amount of work they had to send an 2nd person so the hourly rate was $210/hour. She said she wished I would have questioned it before she ran my card but would put a 1 hour credit on my account for our next service. I called back because once I processed the amount I paid, I realized I was overcharged (1) a 2nd person was not required for a "quote" (2) I shouldn't have to pay during the time they took a break, and (3) they were only at our home 4 hours, not the 5.3 we were charged. This was over our quoted amount by quite a bit. She said she was not able to do anything with billing but would talk to the owner and get back to me. I left 3 voicemails over several weeks requesting the owner return my call due to an issue with overbilling but never heard anything back. I am due a credit of $368: 30 min of a 2nd person not needed for the "quote"= $42.5;Two staff taking a 15 min break= $52.5;4 hours of work vs 5.3 hours billed=$273.This adjustment also brings my bill within the quote I given by their staff. Please help make this right.

  Business Response

  Date: 11/10/2023

  As the office manager , I have spoken to this client several times , when she first called to schedule her service , I made it very clear to her that it was $125.00 per hr per person to show up to her property, we only charged her $85 per hour for the 2nd guy to be there, she has had this service done before , put she had missed a year of service , so the service did take longer because of more over growth , and it was double , ************ was is a pay upon completion service , when I called her she told me she was very happy  with the service and gave me her credit card information and paid her bill , then later that day she  called me to say that she felt she was over charged , I told her that it was because she had waited so long to have the service done again , I always offered her was to keep the cost down , I'm sorry that she feels this way and really don't want to lose a her as a customer .

   Thank You ******************** 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20824699
  
  I am rejecting this response because:
  I was never informed the cost per hour, ever, until I received the bill. My initial call was to receive a quote for the work I wanted done. Their colleague gave me the verbal quote and I agreed to that amount. I never stated I was unhappy with the work. I am very unhappy because the amount billed was HUNDREDS more than the quote I was given. That is not right. I was at work and distracted when they called about my bill and it wasnt until after I paid that I processed the price difference. The response I got was that she wished I would have said something before my payment was processed and she wasnt able to adjust anything but would have the owner call me, which they have still not done to this day. The fact that I missed a year of service has nothing to do with me being charged hundreds more than the quote I was given. Please make this right and stay by your companys word. 
  Sincerely,
  
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