Complaints

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• Initial Complaint

  Date:06/27/2025

  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.

  On June 16, 2025 I contracted with JR's Lawn Maintenance to clean up my backyard. On June 17th, I received a text from **** *****, their project manager, scheduling the service for Jun 26th. On June 23th, I received an email confirming the service for June 24th. **** subsequently confirmed that email by text. On June 24th, their crew severely damaged half the plants in my *********** specific written instructions by text to **** were that only the center plant in the oleander hedge was to be trimmed. Those instructions also say to minimize the number of flowers that are removed in trimming the plants (back from the pathway. Both my son and I reiterated those instructions to the crew on site. When the job was finished the crew member told me that cutting off all the flowers was necessary to clear the pathways. Only a few of the lantana flowers had grown across the pathway.Instead, every flower that crew could reach has been removed. The oleander hedge has been cut back to individual plants exposing the block wall that the hedge was planted to hide. All the trunks but one on our Mediterranean Fan Palm were cut off at ground level.I asked **** and his wife ******** (apparently another "project manager") to have the company owner, ***** *****, all me to discuss how they were going to repair my back yard. In my opinion, the Mediterranean Fan Palm, the lantanas and a significant number of the oleanders will need to be replaced.I have attached before and after pictures. In the before picture the Mediterranean Fan Palm is in the foreground. In the after picture, the one remaining trunk is to the left of the spa.

  

  Business Response

  Date: 07/01/2025

  The office manager attempted to contact the customer; however, the call was unexpectedly disconnected after the customer indicated a preference to speak exclusively with the owner. We would like to inform you that the cleanup service has been successfully completed in accordance with our agreement. The customer was asked multiple times how the trimming of the plants around the walkways should be conducted. ***** expressed a desire for the plants to clear the walkways, and I explained that the plants are expected to regrow even more attractively now that they have been lightly trimmed for neatness. If it had been his intention to request a complimentary cleanup, he could have communicated that directly. I offered a refund, which he declined. Please note that a nominal fee was charged for the services rendered by our team. We would also like to clarify that no damages were caused by our team, who completed the cleanup as requested. If you have any specific concerns you wish to discuss, please do not hesitate to reach out.
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23522793
  
  I am rejecting this response because:

  The message from the business inaccurate. The following is the text exchange with Mr. ***** on June 23rd when he was rescheduling the service:

  Mr. *****: "I have them to trim Oleanders Sides only should that be correct?"

  My response: "I'm not sure what that means. There really are no sides. They mostly grow straight up. - except the one that has fallen over. That is why I said to minimize the number of flowers removed consistent with tidying them up."

  My response reflects my view that the oleanders were planted as a hedge and the sides of the hedge were the front and the two ends. It also reiterates the conversation I had with Mr. ***** when he came to provide an estimate on June 16th. That conversation focused on tidying up the oleander hedge, cutting the lantanas back from the walkway and removing the dead leaves and dead flowers from the rock and turf. I made it very clear that we used the space frequently for entertaining and keeping as many flowers on the plants as possible was essential.

  In addition, as the work was being performed, my son saw one of the workmen cutting all the flowers from one of the lantana. He told that worker to stop. When the worker continued, my son came to tell me that I needed to intervene. I ended the call I was on. No sooner had I hung up the phone than the doorbell rang. It was the other *******. He asked me if I wanted a light trim of the plants or a complete trim. I told him I only wanted them to cut the plants that had grown across the walkway. I also repeated the instruction that I gave to Mr. ***** to minimize the number of flowers that were removed.

  The only time an employee from JR's Lawn Maintenance said it was necessary to cut off all the flowers to clear the walkways was when the second ******* came to the door to when the work was finished to solicit a tip. He said that after I told him he had ignored my explicit instruction and cut off almost all the flowers. The position that the flowers had to be cut to clear the walkway makes no sense. There are six lantanas in my backyard. Only two are adjacent to a walkway. There are no oleanders anywhere near a walkway.

  In addition, cutting the trunks off the Mediterranean Fan Palm was not something I contracted to do. The work should have been performed in a workmanlike manner. Cutting the trunks off this palm is inconsistent with the standard. My research indicates that it will take about four years for that palm to recover, assuming it doe not die from the shock during the heat of this summer. The lantana's will not recover until next spring. In the meantime, my backyard is devoid of color.

  It is also inaccurate to say the call from the office manager was unexpectedly disconnected. Ms. ***** called me. I asked if she was the owner of the company. She said: "No. I am a project manager." I said: "Please had the owner call me." I hung up the phone. Because in my estimation, the problem stems from Mr. ******* failure to listen to my direction, it seemed pointless to me to discuss the matter with his wife. I note that when she called Ms. ***** did not identify herself as the office manager. She said project manager, the same title her husband uses. A search of the state corporation records indicated that ******************* are equal partners in managing the business for ****** *****. My hope was that Ms. ***** would consider my position and evidence before rejecting my claim out of hand.

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/07/2025

  We previously extended a refund offer to you, which has been declined. This message serves as our final proposal to resolve this matter. Please be assured that the flowers will return to their original state.