Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/10/2024

  Type:Customer Service Issues
  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.

  The Reason I canceled your service is because of the fact I would be away & not be able to water 1 to 2 times for the next week to 10 days as quoted in your reminder email. I cancelled by phone @ 8:13 AM on Sept. 19/24 And you are LYING.i did not say SOMEONE WOULD BE AT HOME TO DO THE WATERINGThats the very reason I cancelled in the first place.I am the someone here.and when I say Im away at that time, I mean it. What was outrageous was your bullying by doing the job after I cancelled for good reason. It could have been done at a later date.But, my disappointment in you was the fact that after telling you I've got lots of **** & love it & want to keep it, you did not admit to me that there would be no sense or value in seeding on top of ****! Which of course you did ****** said, *** worked in plant maintenance business & know product. This is not a commercial property or golf course, etc. Just a small front ******* Sprout email you write If you have any questions or concerns, feel free to reach outI did, but there was no talking about it. I offered a lesser amount.Ive never had an issue like this in my life.

  Business Response

  Date: 30/10/2024

  You requested our service and agreed to the pricing. We completed the work before the time you specified to avoid it. The products we use are indeed used on commercial properties and golf courses, and were happy to provide proof if needed.

  
  Could you please share photos of your lawn for our reference? Wed like to see how the seeds are performing. Additionally, we have a recording of you stating that your partner would be available on the 25th and 26th. We also offered to apply more seed at no charge, but we didnt receive a response.

  
  As a small local business, we believe we should be compensated fairly for the services we provide. Our team works hard to ensure a thorough, high-quality job. We did receive your voicemail offering $100 for the job, but we cant negotiate in bad faith on a price that was already agreed upon.

  Customer Answer

  Date: 31/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Im wanting this to end & will not send pics but want someone from Sprout to come to my home & Ill pay them in cash & want a hardcopy receipt. I have never in the past did business with a service company that I did not job at my home and not meet them. They can let me know when they are coming.
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/09/2024

  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.

  Damage done to a planted area not within the scope of work authorized. Dates Sprout Landscapes attended and performed the work they claimed questionable. We are a strata lot and although Sprout Landscapes text messaged us they were attending, on two occasions we know they did not.The business in general is extremely poor with communication and unprofessional in their responses.We have records of e-mail exchanges to support our concerns.

  Business Response

  Date: 10/09/2024

  
  Invoicing for Services Rendered: We invoice only for services that have been completed. All work performed was within the scope authorized through an agreement. ***** accepted our quote, which clearly outlined all the work to be done. Although ***** did not sign and return the formal contract, we sent it multiple times and ***** was aware of the contract terms. No services were executed beyond what was agreed upon.

  Scope of Work: At no point were we instructed not to proceed with any of the services performed. Any work carried out was done in accordance with the scope of the original agreement.

  Service Delays: Our contract outlines potential delays in service calls. We strive to adhere to schedules, but unforeseen delays can occur. We appreciate your understanding in this regard.

  Communication Issues: We experienced technical difficulties with Yahoo email servers, which affected our email communications. We informed ***** of these issues at the time. Additionally, we responded to ******* queries about the plants, but the issues with the plants were only formally raised after the cancellation of services and the issuance of the invoice.
  

  Plant Concerns: ***** did not provide us with pictures of the dead plants or communicate these issues prior to the cancellation of services. To effectively address and resolve such concerns, prompt notification is essential.
  

  Immediate Notification: For any issues to be resolved effectively, we need to be informed as soon as they arise. We were not made aware of the concerns with the planted area or any other issues until after the service was canceled and an invoice was sent.

   

  We regret any inconvenience caused and are open to discussing this further to reach a satisfactory resolution but unfortunately we cannot waive the invoice. As a small local company, we believe it is fair to be compensated for the work we have completed.

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 22256989
  
  I am rejecting this response because:

  See attached document.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 17/09/2024

  Hi,

  Our response to the rejection.

  Thank you!

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  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.

  On June 12 2023 | paid $114.45 to have a chafer beetle control applied to my front lawn.Unfortunately after 3 years in a row of application a section of lawn was still being destroyed by animals. I contacted ***** on Oct. 13 2023 by email and he offered repair or money back as there is a one year money back guarantee. After discussing with my neighbor we decided for the money back. I contacted the office by phone and spoke to ****** and requested the money back. I was told they would get back to me. After a month I once again contacted the office by phone with same response. In early 2024 I phoned again and spoke to **** and he was also going to get back to me. No reply. In Feb. 2024 I spoke to **** and he assured me the cheque would be mailed out that week. After 4 weeks I once again called the office and spoke to **** and I explained I still had not received my cheque. He was to get back to me and didnt. I phoned in June 2024 and this time spoke to ******. I asked for resolution and he again assured me I would receive my refund. After a text conversation I was told the accounting team would deal with it June 14 2024. I have yet to receive anything.

  Business Response

  Date: 02/07/2024

  Hi ******,

  We mailed your cheque last week. You should get it in the next few days. 

   

  Regards.

  Customer Answer

  Date: 09/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2024

  Type:Billing 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.

  Door flyer advertising lawn repair service for $119. Made appointment for a quote. Company rep attended to discuss repair of lawn. Indicated work was guaranteed and that repairs would have our lawn back to looking great. Received quote #**** - indicated removal, disposal of damaged turf and debris via power raking/hand raking, overseeding of all damaged areas, top dressing over seed, seed starter for $399.00. We approved the quote as based on our talk with the rep that the repairs would bring the ripped up lawn to the same level as the rest of the lawn, then seeding/top coat. Received confirmation of an appointment, indicated 5 people would attend to complete the work. 2024-04-23 (I was at work) two workers arrived sometime after 0830 (my son left for school then, nobody was there yet) At 0937 hours I received a text from my mum that they had just left. Told my mum that they had raked, seeded and added top soil and that they would return in two weeks for a lime application and **** spray, that payment would be due then. When I returned home from work that evening and saw what work had been done I immediately took pictures and sent an email to the company explaining that I was very disappointed with the work performed, it was not as we had discussed, was not completed to what I was expecting. I attached the pictures and a video I had taken and said that I would not be paying $399 for the work that was performed but that I would like to come to an agreement on a price for the work that was performed. An invoice for the amount of $399 was sent to my mom at that time. Sprout Manager - ****** responded apologizing that the work fell short of our expectations and their high standards. They offered to return and complete the work as originally planned and stated the invoice was due. I will not agree to them returning. We are still unable to come to a resolution as they are unwilling to amend their invoice and will only offer to return and complete the work.

  Business Response

  Date: 16/05/2024

  We understand your desire for a price reduction based on the initial work, we believe the best course of action remains completing the project as originally planned and at the agreed cost.

  We offered to return and rectify the situation at no additional cost, demonstrating our commitment to your satisfaction. Unfortunately, your preference seems to be solely focused on a price adjustment, which our established policies prevent.

  Regarding the costing, our advertised $119 is for grub treatment for a ***** sq ft lawn. The pricing varies depending on the lawn size.

  We remain committed to finding a solution. We encourage you to reconsider allowing our crew to complete the project. However, the decision ultimately rests with you.

  Customer Answer

  Date: 22/05/2024

   
  Complaint: 21686356
  
  I am rejecting this response because:
  
  Our focus for a price adjustment is solely based on the actual work which was performed (seeding and a very thin top cover, which did not even cover all of the seed) of an 8 x 10 piece of lawn. About 80 square feet.

  Allowing you to return to do work is just one course of action that can be taken. We will not agree to this as we have no trust in your company now. Especially since you have been trying to make us pay in full for work that was not performed. 
  

   Our quote included power raking which was not done (as your workers only checked off over seeding and top dress on the card they left). Your website indicates power raking to cost $199. If you are willing to reduce your invoice by $199, we are willing to pay $200 plus tax. We believe this is more than fair for over seeding and partial top dressing for an 8 x 10 piece of lawn. 

  Sincerely,
  
  *****************

  Business Response

  Date: 14/06/2024

  Hi ****,

  During service calls, there can be occasional unexpected issues. We understand your desire to negotiate if the service requires multiple visits but there has only been one visit.
  We've successfully completed treatments for many clients this spring. In the few instances where things weren't perfect, we happily returned to fix the problem.

  Additionally, could you share a picture of your lawn's current look for our evaluation?

  Regards.

   

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21686356
  
  I am rejecting this response because:

  The business has not addressed any issues in my previous correspondence.

  Please advise why a current picture of my lawn is relevant? I provided pictures and a video to you the day of the work. 

  Sincerely,
  
  *****************

  Business Response

  Date: 26/06/2024

  While the lawn may appear initially disrupted due to the power raking, it typically recovers and thrives within a few weeks. We would like to know the progress of the lawn at your convenience.

  Customer Answer

  Date: 26/06/2024

   
  Complaint: 21686356
  
  I am rejecting this response because:
  
  The lawn was never power raked as indicated by your workers (as this was not checked off on the card they left indicating what services were done). I also stated this in my previous correspondence to you. A current picture of the lawn has no bearing on the complaint that instigated this whole dispute.

  Your previous correspondence referenced treatments and this correspondence references power raking. Neither of which were performed at my residence. 

  We also received an invoice from your company this week changing us interest. As the work was never completed, the invoice should not be payable. We would appreciate not being charged interest as we are trying to settle this matter. We cannot pay for work that was not performed and we cannot pay any invoice until we can agree on a price.

  We are willing to pay for the work that was done but not at the accepted estimate price as not all the work was completed and the work was not up to your high company standards. This has already been admitted by your company in writing.  
  

  You are the one that is dragging this dispute out by not agreeing to amend your invoice. Please suggest an amended invoice amount so that we can try to settle this dispute soon.

   

  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/07/2024

  Hi ****,

  
  We have already shared the available options with you. Also, the pictures would help us get a better idea of how the job is progressing. Sometimes the lawn might not look its best immediately after the application, but it often comes alive after 3-4 weeks.

  
  Best regards.

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 21686356
  
  I am rejecting this response because:

  My complaint is not that the lawn needed to come alive. 
  

  The issue is that the work was not done as discussed and that you  are trying to bill us for work that was not done by your workers. You have already admitted that the work was not done as discussed and to the companys high standards.

  In this response, you indicate that the options have already been given to us but you have only provided one option to us.  What are the other options? 
  

  We will be mailing a cheque this week for $200 plus tax to attempt to settle this matter.  As that is the amount that your website indicates power raking to cost and that was not done on our lawn even through the quote has power raking on it. 

  Sincerely,
  
  *****************

• Initial Complaint

  Date:23/02/2024

  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 had to retire at 67 because my legs were bad. So I trusted these guys to help me out because I couldn't do it any more.I used this landscaper for 3 years total. Paying every month year round (12 months) for 3 years. The last contract ended March 31 st 2023. But in the late summer early Fall of 2022 One of there landscapers broke my window on the lower level front of my house. I was home heard the noise but could not figure out what the noise was and my dog was barking also. But the next morning taking my dog out for our walk noticed the broken window. Obviously I seen the rock that had broke it. I called them immediately to let them know. I talked to one of there office staff, she was awesome she really tried to help me. I honestly thought they were going to except the accident and replace it. Well they didn't. They basically in not so many words called me a lier. I can't prove it because I don't have security cameras by the front of the house. I tried and tried e-mailing, calling and they would tell that they couldn't find my complaint, I'll call you back the field manager must have the info. NEVER HEARD BACK AGAIN!! They avoided me. So in 2017 while I was still working I had all my windows except one replaced by Centra windows. So I wanted them to use Centra to replace the glass and they argued about that. I paid good money to have my windows installed the right way. So now I'm retired on a fixed income. Can't afford to pay a lawyer so I had given up I didn't know what to do. But I seen W5 on how some companies don't own up to their responsibilities so thats when I decided to try again. I really hope you can help me. Thank you and I look forward to hearing from you.

  Business Response

  Date: 12/03/2024

  Hello
  
  I am the operations manager for sprout landscapes and have been with the company since 2019 to present day.
  
  We did receive a call from the complainant and our process when it comes to damaged property I contact the client to set up a time to meet and take a look at the issue.
  
  We are a customer service company and do our best to resolve any and all issues in a timely manner. I was willing to get several quotes from very reputable Bonded and certified glass companies, however the complainant flat out refused to have any company step foot on her property.
  
  This is a small pop out window with double glass with some kind of clear gas for insulative and UV protection. I took pictures of the window in question and did a little research to find out approximate cost to replace this window.
  
  In calling different window companies i was able to get a pretty good idea what it would cost. On average several companies quoted between $400-$650.
  
  I do believe the complainants lone quote was in excess of $1200.
  
  Thers was no difference in the product , material or experienced professionals to do this straight forward window replacement.
  
  Time and time again I asked the complainant if I could get other companies to fix the window and I even told her the difference in costs. She did not care about it. 
  It's concerning that 1 company charged $1200 and several companies charge from a range from $400 to $650.
  
  Right from the start we took full responsibility for the broken window.
  
  
  *******************;
  
  Operations Manager
  
  Sprout Landscapes

  Customer Answer

  Date: 13/03/2024

   
  Complaint: 21334999
  
  I am rejecting this response because: You never once set up an appointment to come out to my house and see for your self the damage. I sent in pictures to your Office staff. Yes I rejected the other glass companies because I paid good money to have these windows put in by Centra and I'm not about to use someone else I don't trust because its cheaper for you!! Yes I think the guy was from ********* Glass? came out and measured ( I couldn't understand a word he said. He didn't speak english,) but I never heard a word back from you. So when I contacted you again you couldn't find my file. You said the field manager must have it. You will get back to me. Never heard back. Didn't matter how many e-mails I sent or phone calls you never replied. And from there on you totally ignored me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:13/03/2023

  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.

  Sprout Landscapes has been hired by our strata company for at least five years to take care of the grounds around our dog friendly residential building. My main complaint is that they spray some type of pesticide, as well as spreading fertilizer without being able to tell us what theyre putting down. In past years, we have specifically asked for no fertilizer of any kind in an effort to skirt the issue, however they will continue to treat the lawn against our instructions not to. When staff are asked about any kind of WHMIS or MSDS they are puzzled and have no idea what Im asking about, clearly not being trained in proper handling of hazardous materials. Our agreement states that they let us know when services have been performed, however that has been spotty at best. Yesterday had I not been home to witness fertilizer and what I can only assume to be pesticide being spread/sprayed, I would not have known to keep my puppy off the lawn. I asked them to cease work until they could provide information about what theyre putting down, however they continued. Other complaints include spreading grass seed without telling anyone so it just dies because we didnt know to water it. Trimming the edge of the grass near the cars doing significant damage to the paint and covering cars with grass, mowing over plastic garbage spreading it around further instead of picking it up and being generally rude when confronted. I am concerned about harming the dogs in the building, after years of asking for information about what they put down. I am frustrated we continue not to be warned when its happened. And tired of being charged for services that require aftercare without instructions. The damage to the cars is an insult to injury.

  Business Response

  Date: 14/03/2023

  Hi ********, 

  We have had no complaints from any other residents in your building or from the building representatives other than this exact complaint from you personally in previous years. 

  As explained in the past, we do not use pesticides or chemicals nor have we ever. We do hold a license for pest control but nothing of that sort has ever been requested at your property. There is no skirting of any issues, we are using what was outlined in the service agreement which includes, lime (organic limestone for pH balance), iron (for **** dehydration and lawn hardiness), and a basic fertilizer (the same as would be used in your food gardens).

  Once again as discussed in our emails with you, there is no WHMIS or MSDS with respect to these safe and natural products, we will not be unnecessarily training our staff in hazardous materials that are not used by our company and have mostly been banned across the province for many years. 

  Our communication has not been spotty as you say, we have offered to supply you with email alerts for each visit and we have offered to leave cards at each visit as well, this is the same standard courtesy as with all of our other happy customers in the neighborhood. 

  No lawn mowing has taken place over the last 4 months from our company, as per your outline. When you mention damage to cars or spreading garbage, I question who you are referring to. Please feel free to contact me via email as in previous years whenever an issue arises and I will ensure it is handled promptly as always through the appropriate channels including the building representatives who we communicate with on behalf of the residents. 

  Regards, 

  Sprout Admin