Complaints

This profile includes complaints for Canopy Lawn and Landscape, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canopy Lawn and Landscape, LLC

  2424 E R D Mize Rd A Independence, MO 64057

  
• 

  Canopy Lawn and Landscape, LLC

  PO Box 640 Lees Summit, MO 64063-0640

  
• 

  Canopy Lawn and Landscape, LLC

  915 NW Long Dr Grain Valley, MO 64029-7331

  

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:07/08/2024

  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.

  This lawn company was supposed to mow my lawn every other week. They raised the prices and never contacted me about it. They mowed weekly and never told me and now my lawn is shocked and dead. They also did not weed or blow the debris which was in the description of promised services. I have over paid and have tried to call the office multiple times and even sent a message. I have gotten no response. At this time I want a refund for the days that they were not to mow and as a result killed my lawn. It is bad business and not okay. Thank you.

  Business Response

  Date: 07/12/2024

  I am writing to formally dispute the complaint against Canopy Lawn and Landscape by ***** ******.  The details provided do not accurately reflect the situation filed on July 9th, 2024.  The client alleged in her complaint that we did not provide the services she requested correctly and is seeking compensation for said services.  She claims that Canopy mowed her lawn every week, even when it did not need it and in turn killed all her grass.  We have on record that in the past two years of servicing this client's lawn, there have only been two months where the lawn was mowed every week, and both months had heavy precipitation.  We made this decision to mow weekly during these months to avoid having to double cut her lawn every other week which would double to cost.  We have invoices and jobs sheets that accurately reflect the dates, times and prices of each of her mowings. 

  ***** also claims the crew who was coming to mow was not blowing off her patio after they were finished.  Once we were made aware, we offered to have the crew go back out to the property and correct it, but ***** told us she had already did it herself and not worry about it this time but to please make sure they do it next time.  

  When ***** called to cancel her services, she cited the rising cost as the reason for canceling and at no point indicated that she was looking for any sort of compensation for services rendered that were not to her liking.  The complainant also has a track record of being unable to pay her bills in a timely manner.  This client has never paid a late fee, even though she has never paid an invoice by its due date, because we have taken them off for her as you can see from her uploaded documents from what we sent and what she paid.  

  ***** was taken off our service list at the beginning of 2024 due to an outstanding balance that was not paid for over four months past the original due date.  In April of 2024, she emailed asking how she could get back on the schedule.  We explained to her that she needed to pay her outstanding balance in full, and then we would get her added back on the schedule.  It is our company policy that we do not draft contracts for the new year for clients whose accounts are not current, therefore she was never given a contract or the 2024 year.  She also never inquired about the price of mowing until after she was sent her second invoice of the year, and even said she had noticed that in the past it usually went up a couple of dollars each year.  Her mowing price changed from $37.00/mow in 2023 to $39.00/mow in 2024.  The client currently has and outstanding balance of $127.00 that we are still waiting to receive payment for.

  In conclusion, we believe that the complaint is unwarranted based on the facts presented and our commitment to providing excellent service.  We kindly request that this dispute be reviewed that the complaint against us be reconsidered in light of the information provided.

  Thank you for your attention to this matter.  Please do not hesitate to contact us if you require any further information.

  **I wasn't able to upload all invoices, but I am more than happy to send all documents, invoices statements job sheets, her payment history, whatever is needed**

  Business Response

  Date: 07/24/2024

  We communicated with *****. 
  She has talked to the office; **** and we have email correspondence with
  ***** over the years.  ***** stated that Canopy
  has mowed every week, that is also not the truth! I have all the invoices and
  job sheets showing that this is not true. 
  The only months that we mowed every week due to the precipitation and
  the growth were June of 2023 and May of 2024. 
  Not once was this brought to our attention in 2023 and she paid for the
  services then.  ***** also states that we
  never informed her of the price increase. 
  That is correct because we did not send her a new contract for the year
  because she had an open invoice from November 2023 that we have been trying to
  collect payment on.  Our policy here is
  that we will not send out contracts for the new year to clients whose accounts
  are not current, therefore she was never given a contract for the 2024
  year.  ***** did reach out to see how she
  can get on the route as she was seeing that her neighbors were getting mowed
  around her and she was not.  We told her
  that she had an open invoice that needed to be paid and that once she gets that
  paid, we can get her back on the route. 
  Not once did she ask about prices, she paid that November 2023 invoice in April 2024 and asked when we would be able to get out there to mow.  
  ***** is asking that we reimburse her $410.00.  Why, for what?  In 2024 she paid a total of $192.00 for 5
  mows total. (April and May) After those 5 mows we went
  on and mowed 3 more times.  ***** ****** still has an outstanding balance
  of $117.00 for those 3 mows.    
  ***** reached out and talked to the office as well as ****
  about the price increase.  This is where
  she also told **** that she wasn’t sure she would be able to afford to keep
  using us, which we understood.  **** also
  explained to her why he had to raise prices as well over these last couple of
  years. 
  This is not the only time we have responded to ***** ******,
  either.  She called the office about a
  week ago, and **** was out of the office working in the field.  **** called her back once he was back in the office, left her a
  voicemail and she has not called back. 
  We are required to respond to BBB as a member and to make the situation
  truthful and correct the situation if needed.  If we
  are at fault, we are here to make it right, we have offered to go back and blow
  off the back porch that one time she said the guys didn't, but ***** said she already took care of it.  We had ***** at every other week to mow, however there are months where we have heavy precipitation and will have to mow weekly if we don't mow weekly during those times, we will have to then double cut the grass on the scheduled week which will then cost the client the client double.  We double charge the client, costing the client the
  same amount as it would have been to mow weekly during that month.  This has never changed, this has always been our policy, once again she never complained about it when we mowed weekly in June of 2023.

  Customer Answer

  Date: 07/26/2024

  I am a full time nurse and also take care of my ailing patients. It is not okay for him to just raise rhe price with no communication. It is also not my responsibility to notice that he is mowing every week. It is not okay for them to just deicide to mow every week. It is my lawn and my money. I come home at night and finally notified my grass was fried and dying. Then I saw my bill. I do not owe them any more money and should be refunded because they did not complete the services promised in the first place. They did not weed or blow thr debris! I have a covid now and have moved onto a local company. In my opinion canopy lawn is too big and disorganized. They are a pain to get a hold of, do not communicate and I am the customer.