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:08/30/2025

  Type:Order 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.

  CONTRACT BREACH AND WARRANTY VIOLATION - $13,924 GARDEN INSTALLATION FAILURE In June 2024, we contracted with Piscataqua Landscaping for a $13,924 garden installation including permanent irrigation. The project has completely failed due to defective installation.Key Issues:Irrigation System Breach: Piscataqua's account manager **** ******** admitted in writing (August 18, 2025) that they installed only "temporary irrigation" despite the contract requiring permanent irrigation installation. This constitutes breach of contract.Warranty Violations: Multiple plants have died due to inadequate irrigation. Piscataqua's own technician ***** confirmed during a site visit that the back section of the garden was not receiving adequate water. Despite this confirmation, management refuses to honor the one-year plant warranty.Failed Communication: We reported dry/brown conditions as early as July 2024. Piscataqua blamed deer and weeds while ignoring the irrigation failure their own employee ************* Response to Resolution Attempts: We provided a written ultimatum on August 21, 2025, requesting either full refund or complete remediation by August 25, 2025. **** has not responded despite the deadline passing.Timeline:June 2024: Garden installed with inadequate irrigation July 2024: Early problem notification July 2025: ***** (Piscataqua employee) confirms water coverage failure August 2025: **** admits irrigation was only "temporary"August 21: Final written resolution request sent August 29: No response received Desired Resolution:Either full refund of $13,924 or complete project remediation including proper permanent irrigation installation and replacement of all failed plants as originally contracted.Supporting Documentation:Original contract, email correspondence showing ****** admissions, and photographic evidence of garden failure attached.

  Customer Answer

  Date: 09/09/2025

  I have not heard from the business in response to my complaint through BBB. The business did send a direct email after formal complaints were filed, but only to request filing numbers and suggest bypassing the BBB process. No resolution was offered through proper BBB channels. The matter remains unresolved - we still need either full refund of $13,924 or complete project remediation as outlined in the original complaint.

  Business Response

  Date: 09/21/2025

  Good afternoon,

   

  I am taking a moment to respond to Complaint #******** that was filed on 8/30/2025 by ********* *****, which we believe are false claims made by Mr. ***** and do not result in any contract disputes or breach of contract.

   

  Through multiple written communications via text and email, which we have written documentation of, our company was properly addressing any questions or concerns the customer had. During multiple communications we have taken care of this customer or rectified what the customer has perceived as incorrect going well above and beyond any scope of work they had signed up for both regarding this specific project and the ongoing maintenance they hire our firm for. As of the date of this email, they have not paid for any of their routine maintenance with an outstanding balance of $7,271.50 and we had to suspend services for nonpayment on 8/20/2025.

   

  Specifically regarding the project referenced in the complaint. Here is a brief history of some of the communication with the customer.

   

  Irrigation History

   

  -7/1/24- We gave the client three options for irrigation via email: adding a zone for the new planting, adding temp irrigation, or sending the watering truck a couple times a week for four weeks. Client opted for temp irrigation.  

   

  -7/6/24- finished installing the temp irrigation on 7/6/24.

   

  -7/9/24- ***** emailed me at 1:51 PM stating that some plants were browning. I responded by 2:02 PM to let ***** know that some browning after planting is typical, and that I would check the irrigation and turn it up if necessary. Per GPS, I was at the site to check the temp irrigation and increase run times/watering days by 3:27 PM on 7/9/24.

   

  -I visited the site three more times to inspect the property/new planting between 7/9/24 and 8/1/24: 7/17/24 (22 minutes on site) 8/29/24 (13 minutes on site) and 9/4/24 (6 minutes on site). I had multiple text communications with client between 7/13/24 and 7/29/24. No concerns regarding temp irrigation were communicated in this time frame.

   

  -Job was quoted for ***** labor hours. It took ***** hours. No additional charges were applied for this overage. In addition, when we added the change order to the proposal to install the temporary irrigation, we only charged the client for materials; we did not add labor hours for the install.

   

  -7/29/24- Irrigation visited the site on 7/29/24 to address a potential irrigation leak in the pool area. Client had previously reached out to the office to communicate regarding the potential leak (separate from the complaint allegation). Client raised no concerns regarding the temporary irrigation at that time. Communicated to the client via text on 7/29 stating that irrigation would be there to deal with the pool area. Client raised no concerns regarding temp irrigation at that time either. 

   

  -11/3/24- Client reached out via email to inquire about treating hemlock in the new planting bed for wooly adelgid. In the email, the client thanked me for all the work that year. Client did not raise any concerns about the planting at this time.

   

  -11/7/24- I gave client pricing for wooly adelgid treatment. Client replied stating intent to perform treatment and thanked me. No concerns about the planting were raised at this time.

   

  -2025- ***** had stated that client was upset that cherry tree that was transplanted as part of new planting had died/that we would not replace it. Client had complained in 2023 that a pear tree that was transplanted in 2022 had died. I informed her on 5/20/23 that transplants are not covered under warranty, this is clear in our contract. Client and I had more discussions (undocumented) regarding the non-warranty of transplants between 2023 and 2024. They have complained about the state of the plants in general. We have informed them that most of the damage they are concerned about are due to deer (with photo evidence), and not related to the work we performed/didn't perform. We advised them we would replace 3 plants totaling around $600, but even two of those replacements are likely related to deer damage rather than anything we did. 

   

  As mentioned above, on 8/20/2025 we had to suspend routine landscape maintenance due to non-payment.

   

  I dont believe we did anything wrong and we overly communicated with the customer as you can see above. We have photo evidence of the job, copies of all the communications referenced above, a complete customer history report and screenshots of text messages. The customer appears to be unhappy with their choices and didnt appear to listen to the information we were providing them. In addition, it is questionable if the customer is even living in the home now and because we suspended services, I dont know who is looking after their landscape. I dont know how much more information you would like me to send but if you need more, I am more than happy to send additional documentation. We are a 46-year-old company, and we stand behind the scope and quality of the work we are contracted to do, our long history in the community is not by accident.

   

  Please advise next steps.

   

  ******

  Customer Answer

  Date: 09/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This does not resolve my complaint. Piscataqua's response contains several contradictions and confirms the contract breach:
  Key Issues with Their Response:
  Contract Contradiction: They admit providing only "temp irrigation" as a "change order" - but our original $13,924 contract included permanent irrigation installation. No separate change order authorizing temporary irrigation exists in our documentation.
  Timeline Contradictions: They claim responsive service, yet their own account manager **** admitted in August 2025 that irrigation was "temporary" - contradicting claims of proper installation.
  Irrelevant Deflection: Outstanding maintenance bills are separate from this $13,924 garden project warranty claim. They suspended routine services but the garden installation warranty obligations remain.
  Warranty Violation: They acknowledge multiple plant deaths but refuse replacement, despite their own employee ***** confirming irrigation coverage failure during site inspection.
  Missing Documentation: They claim extensive documentation but haven't provided the supposed "change order" authorizing temporary irrigation instead of permanent installation, nor explanation for why permanent irrigation wasn't installed as contracted.
  Resolution Still Required: Either full $13,924 refund for failed project or complete remediation with proper permanent irrigation installation and plant replacement as originally contracted. Their response confirms they installed temporary systems for a permanent garden project - exactly the contract breach we alleged.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sebastien

   

   

  Business Response

  Date: 10/15/2025

  Proposal Dated June 24 2024: Line items says Note: Retro fitting existing irrigation to accommodate new plantings we be billed separately via time and materials.
  
   
  
  Client did not want this option and was presented with the Temporary Option. Proposal dated July 8 ************************************************************************* the amount of $754.36. Clear as day on Page 2 and on Page 3.
  
   
  
  Happy to submit these if needed and any additional communication between Ms. ********** and our company.
  
   
  
  ******

  Customer Answer

  Date: 10/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Piscataqua's claim is provably false. We have the complete email record from July 2024:
  Timeline from Actual Emails:
  July 1, 2024: ***** emails offering irrigation OPTIONS (new zone with drip line, temporary setup, or watering truck) - this was AFTER the contract was signed, not before. See attached email chain.
  July 9, 2024: ***** reports "things are getting quite dry and brown" and asks ***** to "double check the soaker hose is delivering enough water."
  No Response Authorizing Temporary Irrigation: Our email records show NO message from ***** accepting temporary irrigation or the alleged July 8, 2024 proposal for $754.36.
  Piscataqua's False Claims:
  They claim we received and chose their July 8, 2024 proposal - FALSE. No such email exists in our records.
  They claim we signed documentation for temporary irrigation - FALSE. They have not produced any signed change order.
  They claim clear documentation - yet cannot produce OUR SIGNATURE on any scope change.
  What Actually Happened: ***** offered irrigation options AFTER work began, problems emerged immediately (July 9 dry/brown report), and no proper irrigation was ever installed despite the base contract requiring it.
  Request for BBB: Demand Piscataqua produce the July 8, 2024 proposal WITH OUR SIGNATURE. A proposal they claim to have sent means nothing without proof we received, reviewed, and signed it. Professional contractors get signatures on scope changes - we have complete email records showing no such agreement exists.
  Attached: Complete email chain from June-July 2024 showing no agreement to temporary irrigation.
  Resolution Required: Full refund of $13,924 for defective installation with no proper irrigation as contracted."
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sebastien