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In Tyler & Longview TX Serving 19 East Texas Counties

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Consumer Complaints

This Business is not BBB Accredited

Custom Landscape

Phone: (903) 534-0000Fax: (903) 825-0174

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
07/24/2012Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Failure to honor promised refunds, exchanges, or credit

Complaint: I am no longer a customer. I advised ****, the owner on May 21st I would not need service after May 31st.
No longer a customer. Cancelled service on 5/21/12. Need a refund of check sent in for June service. No service performed. I was promised by **** on 5/31/12 check in amount of $243.56 would be returned. Have not received check.

Business' Initial Response
Received check from Custom Landscape.

Business' Final Response
Response to complaint from customer requesting a refund. The customer did not give any reason for cancelling service; however, a couple of weeks prior, the customer requested a name change on her account due to a personal reason. Unfortunately, the office staff did not know Mrs. ******'s first name and searched www.switchboard.com using the last name and address. Mrs. ****** contacted us very upset, because the name used was the ex-spouse of her husband, who had never lived at that address. This was a mistake on our part and we will surely not make this mistake again trusting the information provided on the internet. I believe we treated Mrs. ****** fairly, we did let her out of her contract with no penalty because she did not give a 30 day written notice. My crew also visited her property the first week of June and provided maintenance services. When the crew was finished with her yard, she came out to tell them she had cancelled. We did not bill Mrs. ****** for this visit. Mrs. ******'s check was never cashed and it has been mailed to the BBB.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

Industry Comparison| Chart

Landscape Contractors, Patio Builder, Outdoor Kitchens, Deck Builder, Lawn Maintenance, Contractors - Retaining Wall

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