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Consumer Complaints

BBB Accredited Business since 01/11/1976

Wright Landscape Services Inc.

Phone: (519) 742-8433Fax: (519) 742-5049

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
05/30/2016Problems with Product / Service | Read Complaint Details
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Complaint
Engaged the company to provide demolition of a deck, regrading landscaping, and installation of a deck. There were multiple defects noted during the install of the deck both by the city inspector and by us. All the items listed by inspector were completed, and after a number of attempts a large majority of the appearance items were corrected. The company has indicated they no longer want to correct the two remaining items since it would involve a greater expense than they want to incur. As such I have paid the bulk of the invoice in full however subtracted 10% to address the deficiencies expressed in multiple occasions to the vendor (specifically some railing posts not being vertical, and the stairs not being straight). I have paid 100% of the original estimate, however a change order on their side increased the cost by $962.50.
They sent a letter in December indicated I should contact and I advised them I am still not happy with the quality. They referred me to a collections agency that started to call/mail letters. I recently was informed that the payment has gone on my credit report.

Desired Settlement
Billing adjustment && correction to credit report.

At this time I want the item removed from my credit report and the work fixed to their "most reliable, superior quality service", or they can suggest another mutually acceptable amount for the work already performed. I've only had communication from the collections agency since December 2015.

Business Response
We were engaged by the client to build a new deck. The client paid approx. 25% of the total project cost as a deposit on signing the contract. A second 25% was due upon start up of the project. This deposit was not received. WE proceeded with construction without the deposit. During installation of the helical footings, it was determined that longer footings would be required due to the depth of unstable soil on the property. The client agreed to the extra that was presented to them. We had quality control issues as we neared substantial performance of the contract. The client was presented with the final invoice and We met with the client to prepare a deficiency list. We discussed payment and the client did pay us another 25%.We agreed to complete most of the the items on the list and the client agreed to pay us upon completion. A month passed and several phone messages later, the client finally contacted us to let us know that a couple of items from the list were missed. We immediately returned and rectified the missing items. Again several phone calls later, the client sent us another deficiency list, with completely new items. We returned and rectified these items, but we did not receive the final payment. After many emails and phone calls, the client finally paid the remaining balance minus $962.50, but no explanation. After several phone calls, and a past due notice indicating that we required full payment, went unanswered, we passed the case on to our collections agency. I received a copy of a letter sent to the collections agency demanding that the agency stop calling the client. After several months I received a letter form the collections agency stating that they were unable to collect and that I could refer it to Small Claims Court. I took no further action. We have completed our work, and I am unable to remove the claim from the clients credit report as that was applied by the collections company.

05/19/2015Problems with Product / Service | Read Complaint Details
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Complaint
Hired this landscaping company to do a spring clean up on our property.We also hired them to do some major landscaping(putting patios in and new planting beds along with re-doing the existing ones). We also asked for plant bed maintenance to be done. Spring clean up and plant maintenance specifies in the contract that pruning is included in these services. We have hard copies of all invoices plus e mails of the invoices except one of them that is part of the dispute . We also asked that they replace one of our window wells as they were putting down the patio. They did this and we were charged $536.75. My husband did ask about getting another one installed but it never got done. Everything was getting paid as each invoice was billed but I was starting to become increasingly upset with their service of the planting beds as I happened to be home multiple times when they were maintaining them and noticed how the young men doing the work wandered around our yard for 20 - 30 mins.MAX, pulling out a few weeds here and there. Remember, all these plants and gardens were new so there was virtually NO pruning to be done on these young plants and bushes, but I was noticing all our monthly maintenance bills were always billed for two bi-weekly visits at an hour each,even though the contract states that they will be billed in half hour increments, which is all the time they spent there!In August we were sent a statement outlining all the invoices along with IN.No:XXXXX which I have no copy of,but it was for the same amount as the window well($536.75).I assumed it was a error as we had not gotten the other one done. I was then told it was for pruning the front bushes at the beginning of the season (June 19th)!Is that not part of the pruning that comes with the spring clean -up and with the regular maintenance?? It says that in the contract and Quotation just like it says '$55/man hr billed monthly in half hr.increments so if they are only working on our property for a half hour why are we paying for an hour?
Product_Or_Service: Landscaping
Order_Number: XXXXX & XXXXX
Account_Number: ***** ?

Desired Settlement
We would like that the monies we have already paid between the planting bed maintenance and the $33,900 we paid to have the patios laid and new flower beds planted be seen as PAID IN FULL!

Business Response
AS stated in my letter to the client on November 12, the outstanding balance is for work that was completed. We have credited the client's account for a service visit that she feels we did not do.

At the time of the service cancellation, the invoice for service done that month had not been issued, but was issued soon after cancellation. The invoice indicated in the complaint was for tree pruning as per an approved quotation. Work was completes as per quote.

There was no response to our letter of November 12, nor our letter of December 16th stating that the account was over 90 days. At this point, one of the invoices was 6 months past due. On January 16, 2015 we passed the account on to a Collections agency, as we had not heard from the client. 3 months after the file was passed on to the collections agency, the client now complains about the price she was charged.

When an issue was brought to our attention, we dealt with it quickly. Cancelling service was a surprise, as we had only heard one complaint to that point, that was dealt with immediately. At this time, the file is in the hands of the collections agency.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't accept the response from the company but since it was going to go to court we, at this time haven't the motivation or time to waste dealing with this company. We grudgingly paid the bill and are now in the process of replacing the 7 Burning Bushes that are dead ( and were compained about but no one ever bothered to come look at them or even respond to the complaint), the 2 Elderberry bushes and the 1 Hydrangea plant. We still feel that we were wrongly charged for pruning that was clearly stated in the contract that was part of the 'Spring clean-up' package AND the ' Monthly Maintenance' contract. (What else could 'pruning'refer to regarding a landscaping contract than the bushes and trees on the property!)

Industry Comparison| Chart

Lawn Maintenance, Snow Removal Service, Landscape Contractors - Commercial, Landscape Maintenance, Landscape Contractors

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