Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:11/20/2022
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.
10/20/20 - One Earth Landscaping performed Aeration and Over-seeding of my lawn. I was working from home and noticed the guy out my front window was having some trouble controlling the aeration machine. They finished the work and left without speaking to me as I was being billed for the work.
Later that day, I was in the fenced-in backyard with my dog and noticed 3 of my vinyl fence 'tips' were missing on a section of fence facing the street. I went over to look closer and noticed that one of the fence 'spindles' was completely broken in 2 and the ones next to it had scrape marks on them.
I took pictures of the damage and called One Earth. I talked to **** and she said she'd text me later and that I could text the pictures to that number.
10/21/20 9:06am: Received a text from ****. She identified herself and apologized for the issue and asked me to text the pictures. At 9:40am I texted several pictures showing the damage.
I never heard back at all.
10/28/20: I texted again and asked if she had received the pictures and what we should do from here.
I never heard back. I had received an invoice for the work but wasn't going to pay it until the issue was resolved. When I didn't hear back and they didn't send any reminders about the bill, I assumed they didn't want to deal with it and was just going to give me the work for free rather than fix the fence.
11/04/22: Received an invoice from One Earth from the work on 10/20/20 with 'PAST DUE!!' written across it.
11/07/22 (9:15am): Called One Earth and received voicemail. Left message about receiving past due invoice from 2 years ago and mentioned the fence and pictures and lack of response. Asked for call back.
Never heard back.
11/14/22 (9:15am): Called One Earth and talked to ******* who was filling in. She said she'd have someone call me back.
Never heard back.
Business Response
Date: 11/21/2022
This account has been credited and there's no balance remaining. ******* doesn't fill in, she a full time employee. We had, in fact, agreed to waive the bill in lieu of the damage to the fence. We apologize that it didn't get recorded in the accounting end of this. We have since credited the account. No balance remains. We apologize for the inconvenience. Thank youCustomer Answer
Date: 11/21/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I need to receive a new paper copy of the invoice showing the $0 balance so I can be sure this won't come up again.
Regards,
***** *******Business Response
Date: 11/21/2022
Hello, Please see attached original invoice marked paid with explanation within the invoice that was noted on November 7th. Please let us know if you have any further questions. Thank youCustomer Answer
Date: 11/21/2022
Although no communication was ever made to me about adjusting the original bill to settle the damage issue, I accept this response and the copy of the adjusted bill to settle the manner.
Regards,
***** *******
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